Suzanne GriffithsRachel Daniels

Staying Connected:What do our alumni want and how can we manage their expectations

ARLG 26 June 2012

Workshop outline

• Introduction

• Alumni Library Services in the UK

• Case study

• Group activity

• Report back and discussion

• Resources and templates

Why are we here today?

• We don’t have all the answers!• Lack of published material

“Alumni engagement is a high, if not the highest, priority of any law school …. The

literature is, in fact, almost devoid of any commentary focused on alumni services.”

Kim Clarke, University of Calgary, 2010.

• How are we actually adding to the (ex-)student experience?

• Are we really giving alumni what they want?• What opportunities are we missing?

Quick show of hands…

Round the room - who’s doing what for alumni

• Does your university have an alumni association? If so, do you ever meet with them to discuss alumni needs?

• Does your library have a specific service developed for alumni?

Observations from Desk-Top survey conducted April-June 2012

Based on OU survey (Smith, Street and Wales) in 2006•Communication between Alumni Office and Library•Visitor / External Users approach•Book-based on-site. Limited online access – a few more now offer ‘walk-in’•Fee-based services – what benefits are alumni getting back?•“Historically the preoccupation with library services for alumni has been

in offering access to book stock, but this does not set the alumni apart as a privileged and ‘special’ customer group in the same way that remote access to online resources does. It also sets an unwelcome divide between those who live within easy reach of the library…and those further afield – the majority in the case of Cranfield alumni.” Helen Wetherill, 2008.

Alumni Library Online

Case Study: Cranfield University

Case Study: Background

• Cranfield University• Postgraduate education and short course executive

education • Schools in Management, Health, Applied Sciences,

Engineering, and Defence & Security• 3,800 students from 100 countries enrol annually• Active alumni membership of 15,000

Service Models

• University Alumni Library Online Service

• Two Tier Service (2006-2011)• £49 – access to subscription databases

• Free – access to free resources

• One Tier Service (2011- onwards)• Free – includes access to fewer subscription databases

• School of Management – Knowledge Interchange

• £250 per annum – premium business databases, guides, book summaries and faculty podcasts

Alumni Library Online

• http://www.cranfield.ac.uk/library/cranfield/support/alumni/

• Focus

• Online service only, no book loans

• Resources supports personal/career development and staying up to date

• No commercial use allowed

Range of Alumni Database Suppliers

Used at Cranfield

• Business Source Alumni Edition

• ABI for Alumni• Emerald Extra/

Management First (KI)• Refworks• Datamonitor 360 (KI)• Get Abstract (KI)• One Source (KI)

Used in Other Alumni Services

• Factiva • OECD• Web of Science • JSTOR• Net Library• Ebrary• Xreferplus• Perfect Filings• Business Insights

Challenges

• University • Strategy• Commitment

• Definition of Alumni

• Budget Cuts/Funding

• Resources

• Conflict in library priorities

• Staff resources

• Designing a survey

Successes

• Membership tripled

• Cultivation of alumni staff relationships

• Revamping the website

• Survey of Alumni

• Marketing activities

• Setting up regular communications with Alumni

Lessons Learned

• Easy authentication systems and a good website design are important to Alumni

• Regular contact with Alumni is necessary for encouraging use and engagement

• Good relationships with Alumni Staff are critical for promoting the service

• Budget cuts can be partially offset by sourcing free content that would be of interest to Alumni

Identifying and ManagingAlumni Needs

Identifying Needs

• Track alumni inquiries• Survey alumni • Run a focus group• Talk to your university

alumni services

Matching or Managing alumni needs

• Decide what your service can and cannot support

• Be specific in your communications and website

• Ask alumni to accept terms and conditions of use

Future Development

• Blanket Enrolment - (opt out, not in)• Funding Proposal

• One off funding for E books• Website location • Staying up to date for Alumni

• Journal Ranking Lists• Reading Lists• Promoting journals in alumni resources• Quarterly newsletter

Group Activity

Group Activity

• Split into groups – each to consider a different alumni theme

• In your group, reflect on your own or your institution’s alumni experience

Alumni Cycle

Group Activity:Group One

Topic: ValueYou have 10 minutes to discuss the following questions. Please prepare a flip

chart sheet and nominate one of your group to present the feedback.

1. What is the value of alumni to your• Institution• Library

2. What library services could you offer to alumni that they would value?

Group Activity:Group Two

Topic: StrategyYou have 10 minutes to discuss the following questions. Please prepare a flip

chart sheet and nominate one of your group to present the feedback.

1. What factors will you need to consider to develop your alumni strategy?

2. What strategy could we employ to negotiate with our suppliers for alumni resources / services?

Group Activity:Group Three

Topic: Measuring ImpactYou have 10 minutes to discuss the following questions. Please prepare a flip

chart sheet and nominate one of your group to present the feedback.

1. Do you know what your alumni want? How do you find out?

2. How could you measure the benefit of your library service to alumni?

National Dialogue

• Amongst Librarians

• Any interest in an alumni library service listserv or group?

• With Suppliers

• JISC/Eduserve – Consortium level

• One to one

Moving Forward…

• Can you identify one idea from this session that you can explore at your institution?

Summary

• What do Alumni want?• Value and to be valued

• How do we manage expectations?• Be clear what we can and cannot offer

• Why should we stay connected with Alumni?• Benefits everyone

• Why end a good relationship?!!

What next?

• What next......

• Fill in the contact form if you want us to email you the group comments and updated survey

• Review the list of resources in your delegate pack

• Please email us or talk to us if you have any comments or questions

• s.t.griffiths@cranfield.ac.uk• r.j.daniels@cranfield.ac.uk