Designing a better library experience
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designing a better library experience
description
A presentation for the CPD25 event "Engaging Students: Obtaining And Using Feedback In Libraries And Universities" [http://bit.ly/YZnwJg]. The presentation looks at some of the background to the current environment, the importance of communication with students/users and the role social media can play in building relationships and encouraging commitment.
Transcript of Designing a better library experience
designing abetter libraryexperience
[open with
OBVIOUS
statement]
“…up there with Lionel Robbins’ report of 1963 and Ron Dearing’s report of 1997 as a serious, paradigm-shifting publication.”source: department for business, innovation and skills, 2010 (http://bit.ly/VGQYb3)
ResponsibilityFrom: The State
To: The Individual
“Paradigm shifting…”
…a major review of university funding.…a £3,290 cap on fees, which students borrow in loans, to be scrapped.…introduction of a free market in fees - setting out models of charges up to £12,000 a year for a degree course.
source: bbc, 2010 (http://bbc.in/adfiVD)
“Quality is at the heart of these proposals, and it will be the critical success factor in the competition for new students and emerging learning markets.”
Source: http://cms1.gre.ac.uk/dfee/
University?
Students?
Degree?
Students ≠ con$umer$
but…
Perception is the key…
supermarketsplus
horsesplus
burgersequals
insecurity
“…the social bonding that occurs in service relationships is likely to increase customer dependence on
the service provider…”
source: bendapudi and berry, 1997
Open communication
STRON
Gcommitment
+communicationconfidence
knowledge
Social Media
service user
48%
of all adults use social media 87
%of 16-24yrs use social media
83%
of 16-24yrs use email
source: office for national statistics, 2012 (http://bit.ly/15SwX4u)
whether you like it or not…
they are talking about
you
ACTIVE …not
passive
2,000
people surveyed
36%
used social media to contact a large company
65%
believed social media better than call centres
source: fishburn hedges and echo research, 2012
it’s not just about listening, it’s about engaging
29%
organisations respond to Twitter complaints
50%
consumers expect a response
83%liked or loved getting a response
86%
would have liked to have had a response
1%
would not have liked it or hated it if they received a response
source: maritz research, 2011 (http://bit.ly/XTq8Mr)
TWEET
I’m not happy…
turn a negativeinto a
positive
engagecommunityconnectimprove
OPTIONS?
what are our
#hashtag
POWER
the library at #cccu need more books on their shelves #nothappy was there anything in
particular you were looking for?anything to do with
Durkeheim on suicide, every book is taken.we do have an ebook by
Durkheim available here: [URL]oooh thanks
no problem! hope we’ve turned the #nothappy to
#happy
presenceawarenessconfidencecommitment
location: Canterburysearch term: “library”
TAKE CARE!
location search is vital but
293
followers
44
repl
ies96
retweets464tweets
@ccculibrary
Relationship
let’s build on our
what now…
…communicate with your students
…develop a relationship…build your service…encourage their commitment
ian clark@[email protected]
slide 3: c/o bisgovuk on flickr http://flic.kr/p/83E1Nqslide 6: c/o andrew moss photography on flickr http://flic.kr/p/ay1Arfslide 7: c/o working word on flickr http://flic.kr/p/8zcJvKslide 8: c/o philstephenrichards on flickr http://flic.kr/p/d7588Gslide 9: c/o leeds museums and galleries on flickr http://flic.kr/p/8JYCs8slide 10: c/o aston university on flickr http://flic.kr/p/58HTCTslide 12: c/o fiddle oak on flickr http://flic.kr/p/cQF8zLslide 18: c/o id-iom on flickr http://flic.kr/p/btb7Gsslide 19: c/o johann larsson on flickr http://flic.kr/p/7DLCjcslide 39: c/o bethan on flickr http://flic.kr/p/85uKQh
referencesbendapudi, n. and berry, l. (1997). customers’ motivations for maintaining relationships with service
providers, journal of retailing, Vol. 73 No. 1, pp. 15-37.
blunkett, d. (2000). david blunkett's speech on higher education, 15 february 2000 at maritime
greenwich university, retrieved from http://cms1.gre.ac.uk/dfee/
coughlan, s. (2010). student tuition fees: browne review urges no limits, retrieved from
http://bbc.in/adfiVD
department for business, innovation and skills, (2010). david willetts speech: hefce annual
conference - royal college of physicians, london, retrieved from http://bit.ly/VGQYb3
fishburn hedges and echo research, (2012). the social media customer, retrieved from
http://bit.ly/12uQiK6
maritz research, (2011). maritz Research and evolve24-twitter study, retrieved from
http://bit.ly/XTq8Mr
office for national statistics, (2012). internet access - households and individuals, 2012 part 2,
retrieved from http://bit.ly/15SwX4u
