#EMEARC16 - OCLC · Engage patrons with mobile services The experience of The University of...
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Transcript of #EMEARC16 - OCLC · Engage patrons with mobile services The experience of The University of...
#EMEARC16
#EMEARC16
LAU Libraries and the Selfie Generation: Are we doing the right thing to attract….?
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Our Current Social Media Channels
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Facebook Outreach
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Insights
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Social Media to Market library
Events
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Unwanted
feedback?
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lau_libraries
108 posts
405 followers
16 following
lau_students
3,362 posts
5,563 followers
1,222 following
Lebamericanuni
827 posts
8,518 followers
814 following
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Highest Liked photo 37 Likes
Lowest Liked photo 4 Likes
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Where are
my
students
?
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Linking Facebook
with Instagram
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Digital Reference Services
Jelly
SOMETHING
TO THINK
ABOUT
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4025
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197
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MAR. 08 –SEPT. 08
OCT. 08-SEPT. 09
OCT. 09 –SEPT. 10
OCT. 10 –SEPT. 11
OCT. 11 –MAY 12
OCT. 12 –SEPT. 13
OCT. 13 –SEPT. 14
OCT. 14 –SEPT. 15
# of Digital Reference QueriesBE & BY
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USEFUL FIGURES
SOCIAL MEDIA QUESTIONNAIRE
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200 copies
distributed equally
between Beirut &
Byblos Campuses.
195 copies were
answered.
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Social Media Awareness:
LAU Libraries vs. LAU Beirut Campus
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Are youaware of the
LibraryFacebook
page?
Are youaware of LAU
Facebookpage?
Are youaware of the
LibraryInstagramaccount?
Are youaware of LAU
Instagramaccount?
Are youaware of the
LibraryTwitter
account?
Are youaware of LAU
Twitteraccount?
72
23
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12
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Yes
No
Social Media Awareness:
LAU Libraries vs. LAU Byblos Campus
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60
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100
120
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Are you aware ofthe Library
Facebook page?
Are you aware ofLAU Facebook
page?
Are you aware ofthe LibraryInstagramaccount?
Are you aware ofLAU Instagram
account?
Are you aware ofthe Library
Twitter account?
Are you aware ofLAU Twitter
account?
153
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163
52
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Social Media Awareness at LAU Libraries Beirut & Byblos
Yes
No
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154
32
143
16
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0 20 40 60 80 100 120 140 160 180
ARE YOU AWARE OF THE LIBRARY FACEBOOK PAGE?
ARE YOU AWARE OF LAU FACEBOOK PAGE?
ARE YOU AWARE OF THE LIBRARY INSTAGRAM ACCOUNT?
ARE YOU AWARE OF LAU INSTAGRAM ACCOUNT?
ARE YOU AWARE OF THE LIBRARY TWITTER ACCOUNT?
ARE YOU AWARE OF LAU TWITTER ACCOUNT?
Social Media at a glance
NEW CHANNELS
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Where
are my
students
?
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What are we doing wrong?• No Social Media Plan
• Didn’t build a Team
• Different people handling different tasks
• No single database for all channels (Hootsuite, TweetDeck, etc.)
• Username and Passwords to access channels created with no planning
• No follow up for existing channels, e.g. Twitter account
• Anyone is creating/posting without any coordination
• Didn’t schedule our postings
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How to Fix? King recommended trying the following six steps:
1. Set up the channel
2. Create goals
3. Listen
4. Create a team
5. Create content
6. Use analytics to measure success
David Lee King (What to do from start to finish, p.33)
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10 Tips, hints, and tricks for posting on Social Media
1. Be relevant
2. Be consistent
3. Pay attention to different
tools/rules
4. Share the library’s story
5. Be human
6. Type like you talk
7. Be helpful
8. Think short
9. Be visual
10. Encourage audience
participation
David Lee King (How to connect with and communicate with customers, p. 16)
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Challenges• To secure budget for a new FTE to handle Social Media
• To use Social Media as a tool to connect with users
• To understand how to communicate with our students
• To train staff how to post on Social Media
• To seek students feedback
• To explore new tools
Sample of our students feedback:
– “Don’t know about their existence”
– “What about WhatsApp?”
– “You need to visit the classrooms to promote the libraries”
“Every single person
working in a [library] is
a spoke person for that
[library]” DLK.
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References
King, D.L. (2012). Face2Face : using Facebook, Twitter, and other social media tools to create great customer
connections . Medford, NJ: CyberAge Books/Information Today.
King, D. L. (2015). Analytics, goals, and strategy for social media. Library Technology Reports, 51(1), 26-32.
King, D. L. (2015). How to connect with and communicate with customers. Library Technology Reports, 51(1), 16-21.
King, D. L. (2015). Introduction. Library Technology Reports, 51(1), 5-5.
King, D. L. (2015). Landscape of social media for libraries. Library Technology Reports, 51(1), 10-15.
King, D. L. (2015). Social media teams. Library Technology Reports, 51(1), 22-25.
King, D. L. (2015). What to do from start to finish. Library Technology Reports, 51(1), 33-35.
King, D. L. (2015). Why use social media? Library Technology Reports, 51(1), 6-9.
Thomson, L. (2015, September 16). 10 Steps to a Social Media Plan. Retrieved February 18, 2016, from
https://www.linkedin.com/pulse/10-steps-social-media-plan-lindsay-thomson
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Engage patrons with mobile servicesThe experience of The University of Salamanca
José Antonio Merlo Vega, PhD
University of Salamanca
Library Services Director
Dep. of Library and Information Sciences Lecturer
YOUNG PEOPLE, INTERNET &
MOBILE PHONES
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0
10
20
30
40
50
60
70
80
90
100
2006 2007 2008 2009 2010 2011 2012 2013 2014 2015
16-24
25-34
35-44
45-54
55-64
65-74
INE. Survey on Equipment and Use of Information and Communications Technologies at Home 2015
People who have used Internet in the last three months (by age)
ages%
usage
Internet
by age
(Spain)
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81.385.2
89.4 91.5 93.3 94.6 95.8 97.4 98.3 98.5%
usage of
Internet
people
16-24
years
old
• 98.5% people aged 16-24 use Internet
• They have been growing with Internet
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0
10
20
30
40
50
60
70
80
90
100
2011 2012 2013 2014 2015
Mobile Phone Laptop + Tablet PDA, iPod, videoconsoles
%
Devices
used for
Internet
connection
People
16-24
years
old
(Spain)
INE. Survey on Equipment and Use of Information and Communications Technologies at Home 2015
Devices used to connect to the Internet (16-24 years old)
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40.3
65.1
82.7
89.692.6
• 92.6% people aged 16-24 use Internet
on their phones
• Phone is the tool for everything
%
Devices
used for
Internet
connection
People
16-24
years
old
(Spain)
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Ages News Health Education Reference Services
16-24 78,4 62 77,7 84 64,4
25-34 83 67,2 70,5 72 74,4
35-44 80,8 71,2 69,5 66,2 75,4
45-54 73,7 64 59,8 61,5 69,9
55-64 76,1 61,9 49,3 56,2 60,8
65-74 77,2 62,8 35,9 52,4 54,9
INE. Survey on Equipment and Use of Information and Communications Technologies at Home 2015
Internet Services Used in the three last months (Spain, 2015)
%
Internet
services
used
People
16-24
years
old
(Spain,
2015)
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Ages News Health Education Reference Services
16-24 78,4 62 77,7 84 64,4
• 77.7% people aged 16-24 use Internet
to find information for their education
• 84% people aged 16-24 use Internet
for searching reference sites
%
Internet
services
used
People
16-24
years
old
(Spain,
2015)
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• 98.5 % use Internet
• 92.6 % use Internet with their phones
• 77.7 % use Internet for searching
information for educational purposes
UNIVERSITY OF SALAMANCA
FIGURES AND DESTINATIONS
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2015/2016
University of
Salamanca
26673
students
Undergraduates20783(78%)
Official Masters1488 (6%)
USAL masters1738 (6%)
Doctoral programs / PhD 2664
(10%)
18-21 years old
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18-2427%
25-3433%
35-4415%
45-5413%
55-646%
65 +6%
%
age of
patrons
visiting
the library
websitebibliotecas.usal.es
(USAL)
Analytics from bibliotecas.usal.es
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2011/12 2012/13 2013/14 2014/15 2015/16
Tablet
Mobile
Desktop
%
USAL
patrons
devices
used
to visit
the
library
websitebibliotecas.usal.es
Analytics from bibliotecas.usal.es by academic year (2 semesters), except 2015/16 (only 1st semester)
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94.63
92.74
89.56
85.35
83.32
5.38
7.26
10.44
14.65
16.69
2011/12
2012/13
2013/14
2014/15
2015/16
Desktop Mobile devices
The use of
mobile
devices
used to visit
the library
website
increases
every year
Analytics from bibliotecas.usal.es by academic year (2 semesters), except 2015/16 (only 1st semester)
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0
20000
40000
60000
80000
100000
120000
140000
160000
180000
200000
Libraries Search Tools Hours Resources Services
All devices Mobile+Tablets
%
USAL
patrons
devices
used
to visit
the
library
websitebibliotecas.usal.es
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• Increasing use of mobile devices
• Demand for access to the catalog and
electronic resources
• Following library news and social
networks
• Sharing resources and information
@ university
WHAT ARE THE QUESTIONS?
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If they do everything on their phones...
Have services been developed for use in
mobile devices?
Can patrons search and read digital
content on their phones?
Is the technology a problem or an ally?
These are the questions
WHAT IS OUR PLAN?
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We have a plan... Biblioteca CERCA
Comunidad Community
Espacios Spaces
Recursos Resources
Conexión Connection
Acción Action
Programme
focused on
the users
CERCA (spa)
NEAR (eng)
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Biblioteca CERCA
PATRONS RESOURCES
CATALOG
DISCOVERY
Third-party apps
PUBLISHERS PLATFORMS
REPOSITORY
EBOOKS PORTAL
connection
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CATALOG
DISCOVERY
Third-party apps
PUBLISHERS PLATFORMS
REPOSITORY
EBOOKS PORTAL
connection
all-in-one
all-in-mobile
Google Style
Selfie Generation Style
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ENGAGE
• THINKING IN MOBILE (like them)
• OFFERING MOBILE SERVICES (like they use)
• REDESIGNING TOOLS (for them and everyone)
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ENGAGE THE SELFIE GENERATION
1. Offering mobile applications and mobile sites (as is
usual)
2. Developing all-in-one search tools (a Library like
Google)
3. Transforming library resources into digital contents
(the library in your pocket)
4. Simplifying access to the digital resources (It's easy,
I'll use it)
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ENGAGE THE SELFIE GENERATION
Two focuses
New mobile application
(1st version: 2011 > 2nd version: 2013 > 3rd version: 2016)
Books and Textbooks for mobile devices
(Digital lending + Publishers collections + Open access)
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ENGAGE THE SELFIE GENERATION
New mobile app version BiblioUSAL 3
• Integrating resources
• Introducing new search tools
• Simplifying authentication and access
• Reading documents on devices (even DRM)
Mantaining from version 2 useful information acording to analytics:
Libraries, Services, Hours, News, Resources...
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• content integration
• app native technology
• unique identification
• reading on devices
• discovery search tool
• partners APIs
• third-party apps
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BiblioUSAL 3
2016 versionlibraries
services
ebooks portal
catalog
news
settings
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availability or
electronic access
bibliographic
record
export to
bibliographic tools
search
& find
Worldcat
Discovery
API
Authentication and Access: third-party apps
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ENGAGE THE SELFIE GENERATION
eBooks platform CIELO
• Tailoring screens + API in the app
• Simplifying authentication and access
• Integrating Spanish Textbooks in digital formats
• Downloading documents on devices (also DRM)
• Connecting applications (read, manage, share)
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Don't wait for the technology... ask for it!
Don't wait to be asked... offer it!
José Antonio Merlo Vega
http://diarium.usal.es/merlo
@merlovega
Bibliotecas Universidad de Salamanca
http://bibliotecas.usal.es
@bibliotecasusal
Thank you!
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BibCharts –
How are libraries performing in
the Social Web?
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Science 2.0 - Science in Transition
Investigate how participatory web technologies
will impact on research and publication
processes
Innovate scientific library services
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Social Feedback Channels
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Explorative Services - EconBizApp
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Explorative Services – BibCharts
• More than 200 registered institutions
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BibCharts – Libraries in the Social Web
• overview on how many fans on Facebook,
followers on Twitter or followers on Google+
• no ranking as the participating institutions are not
comparable
• aim: transparency on community size, focus on
channel over the time
• aim: learn from each other
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Example: Facebook Fans
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Résumé
• Started in 2011, we still see BibCharts as an
explorative service
• the number of followers/fans and its development
is interesting but
• more interesting is the responsiveness and
activity of the community
• Reconsidering presence on Facebook etc.
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Thank you very much
• http://www.bibcharts.eu
• http://www.zbw.eu
Thorsten Meyer
ZBW – Leibniz-Information Centre of Economics
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