<ul><li>Digital Services </li></ul><ul><li>and </li></ul><ul><li>User Participation </li></ul><ul><li>at the </li></ul><ul...
Question <ul><li>What impact do digital services, social media and user participation have on the BHIC and its staff? </li...
Topics <ul><li>Our website </li></ul><ul><li>Digital services, social media and user participation </li></ul><ul><li>Forum...
Our website... <ul><li>...from a bird’s eye view </li></ul>
 
 
 
 
 
 
 
 
 
 
 
 
Social Media <ul><li>(Forums) </li></ul><ul><li>(Chat) </li></ul><ul><li>Blogs </li></ul><ul><li>Twitter </li></ul><ul><li...
Goals Social Media <ul><li>Reaching a larger and broader audience </li></ul><ul><li>Connecting to people and keeping in to...
User participation <ul><li>Write us, phone us, email us, submit forms & chat with us </li></ul><ul><li>Submit stories and ...
Growth services
Visits research rooms and website 2001/2010
State Archives in North-Brabant BHIC, branches Den Bosch and Grave Visits research rooms and website 2001/2010
Growth services <ul><li>  2001 2010 </li></ul><ul><li>Requests for documents   19.872 23.623 </li></ul><ul><li>Questions (...
Impact <ul><li>Deployment of staff in the traditional research rooms becomes less and less in both quantity and quality, i...
Forums
Goals <ul><li>Create an active community for local history and genealogy in North-Brabant </li></ul><ul><li>Crowdsource fo...
Overview <ul><li>Forums local history and water </li></ul><ul><li>Forums per municipality and for section water </li></ul>...
Overview <ul><li>2006: Start forums local history </li></ul><ul><li>2007: Start forums genealogy and research </li></ul><u...
Strategy <ul><li>Moderate constantly </li></ul><ul><li>Reply, reply, reply! Even when there’s no question </li></ul><ul><l...
Results
197 605 1966 3451 4611 6179 t/m september New messages local history & water Comments local history and water New messages...
Share of messages Patrons BHIC
577 users posted 1 message 1 user posted 201 messages (and she doesn’t even live in Brabant) Core community in 2010 Messag...
Impact <ul><li>Loss of monopoly and natural authority </li></ul><ul><li>Higher flow rate than regular reference </li></ul>...
Forums: the hat <ul><li>Don’t start a forum... </li></ul><ul><li>Start  community  building! </li></ul>
Forums: the rabbit <ul><li>“ Ik vind het wel een beetje een sport om info op </li></ul><ul><li>“ internet te vinden, of in...
Chat
What is chat? <ul><li>“ Online chat may refer to any kind of communication  over the Internet, that offers an instantaneou...
Goals <ul><li>To prevent people from clicking away from our website, by offering a direct, easy accessible help service vi...
 
 
<ul><li>Simultanious chats </li></ul><ul><li>Direct email access </li></ul><ul><li>Access to BHIC network </li></ul>
Strategy <ul><li>Help is only one click away, from each webpage </li></ul><ul><li>Staffed by archivists Reference Desk </l...
Results
Total amount of chats in 2010: 1.217 Amount of chats per month
Avarage amount of chats per shift
Topics Genealogy Research General Local History Source: data t/m 2010
Avarage amount of chats per weekday Source: data t/m 2010
Handling Answered Followed up via email Invited to research room Invited to submit email Forwarded internal Referred Not a...
Impact <ul><li>Most questions can be answered directly </li></ul><ul><li>Live digital contact </li></ul><ul><li>Mix with o...
Twitter
Goals <ul><li>Connect and interact with our followers </li></ul><ul><li>Answer questions (reference) </li></ul><ul><li>Sha...
 
Twitter Tour 8 january 2011
Results & Impact <ul><li>Almost 800 followers </li></ul><ul><li>Regular tweets, replies & retweets </li></ul><ul><li>More ...
Wikipedia
Goals <ul><li>Enrich the encyclopedia </li></ul><ul><li>Improve the findability of our archives and collections </li></ul>...
 
 
Impact summary <ul><li>Making clear (and difficult, painful) choices </li></ul><ul><li>Changes in staff deployment </li></...
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Digital Services and User Participation at the BHIC

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Digital Services and User Participation at the BHIC, guest lecture at Amsterdam University, course Digital Heritage, 16 November 2011

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Digital Services and User Participation at the BHIC

  1. 1. <ul><li>Digital Services </li></ul><ul><li>and </li></ul><ul><li>User Participation </li></ul><ul><li>at the </li></ul><ul><li>BHIC </li></ul><ul><li>Christian van der Ven </li></ul><ul><li>Blog: www.digitalearchivaris.nl </li></ul><ul><li>Twitter: @cvanderven </li></ul><ul><li>16 November 2011 </li></ul><ul><li>Digital Heritage, Amsterdam University </li></ul>How do you mean, “I need to have this right now”?
  2. 2. Question <ul><li>What impact do digital services, social media and user participation have on the BHIC and its staff? </li></ul>
  3. 3. Topics <ul><li>Our website </li></ul><ul><li>Digital services, social media and user participation </li></ul><ul><li>Forums and chat (and Twitter and Wikipedia): </li></ul><ul><ul><li>Goals </li></ul></ul><ul><ul><li>Strategy </li></ul></ul><ul><ul><li>Results </li></ul></ul><ul><ul><li>Impact </li></ul></ul><ul><li>Summary </li></ul>
  4. 4. Our website... <ul><li>...from a bird’s eye view </li></ul>
  5. 17. Social Media <ul><li>(Forums) </li></ul><ul><li>(Chat) </li></ul><ul><li>Blogs </li></ul><ul><li>Twitter </li></ul><ul><li>Flickr </li></ul><ul><li>YouTube (low activity) </li></ul><ul><li>Facebook (pilot) </li></ul><ul><li>Wikipedia (pilot) </li></ul><ul><li>Other... </li></ul>
  6. 18. Goals Social Media <ul><li>Reaching a larger and broader audience </li></ul><ul><li>Connecting to people and keeping in touch </li></ul><ul><li>Highlighting our archives and collections </li></ul><ul><li>Crowdsourcing </li></ul>
  7. 19. User participation <ul><li>Write us, phone us, email us, submit forms & chat with us </li></ul><ul><li>Submit stories and photos </li></ul><ul><li>Comment on stories on the website </li></ul><ul><li>Comment on photos on the website and in databases </li></ul><ul><li>Comment on databases (genealogy, archives etcetera) </li></ul><ul><li>Participate on forums </li></ul><ul><li>Comment on blogs, Flickr, Twitter, YouTube & Facebook </li></ul>
  8. 20. Growth services
  9. 21. Visits research rooms and website 2001/2010
  10. 22. State Archives in North-Brabant BHIC, branches Den Bosch and Grave Visits research rooms and website 2001/2010
  11. 23. Growth services <ul><li> 2001 2010 </li></ul><ul><li>Requests for documents 19.872 23.623 </li></ul><ul><li>Questions (letters/emails) 244 1.826 </li></ul><ul><li>Orders for certificates -- 1.669 </li></ul><ul><li>Comments/error notifications -- 1.455 </li></ul><ul><li>Social Media -- ?? </li></ul>
  12. 24. Impact <ul><li>Deployment of staff in the traditional research rooms becomes less and less in both quantity and quality, in digital services it becomes more and more </li></ul><ul><li>No more courses, expositions etcetera </li></ul><ul><li>Doing ‘other work’ during reference shifts </li></ul><ul><li>Archivist assistants take over tasks from archivists at the reference desk </li></ul><ul><li>Archivists concentrate more and more on digital services </li></ul><ul><li>Staff backoffice gets deployed for digital services </li></ul><ul><li>Research rooms may remain partly unstaffed </li></ul><ul><li>Slim down opening hours traditional research rooms </li></ul>
  13. 25. Forums
  14. 26. Goals <ul><li>Create an active community for local history and genealogy in North-Brabant </li></ul><ul><li>Crowdsource for new information related to stories and photos </li></ul><ul><li>Create an alternative for reference </li></ul>
  15. 27. Overview <ul><li>Forums local history and water </li></ul><ul><li>Forums per municipality and for section water </li></ul><ul><li>New messages/questions and replies </li></ul><ul><li>Comments on stories website </li></ul><ul><li>New messages/comments on photos newspapers </li></ul><ul><li>Last two categories are somewhat atypical for forums </li></ul><ul><li>Forums genealogy and research </li></ul><ul><li>Forums for sections genealogy and research </li></ul><ul><li>New messages/questions and replies </li></ul>
  16. 28. Overview <ul><li>2006: Start forums local history </li></ul><ul><li>2007: Start forums genealogy and research </li></ul><ul><li>September 2009: Start forum water </li></ul><ul><li>Notifications </li></ul><ul><li>From 2006: rss feed for new messages per forum </li></ul><ul><li>From 2010: email notification for new replies per message </li></ul><ul><li>Forum management </li></ul><ul><li>Start from 2008, as regular work from 2009 </li></ul><ul><li>Staffed by archivists reference desk </li></ul><ul><li>Management via rss feeds in Google Reader </li></ul>
  17. 29. Strategy <ul><li>Moderate constantly </li></ul><ul><li>Reply, reply, reply! Even when there’s no question </li></ul><ul><li>Challenge patrons for new comments and information </li></ul><ul><li>Stimulate connections between patrons </li></ul><ul><li>Explore new frontiers services, without charge (at first) </li></ul><ul><li>Let the community rise first, only then pull back a little </li></ul><ul><li>Be nice to ‘regulars’ (extra service, Christmas Cards etc.) </li></ul>
  18. 30. Results
  19. 31. 197 605 1966 3451 4611 6179 t/m september New messages local history & water Comments local history and water New messages genealogy & research Comments genealogy & research
  20. 32. Share of messages Patrons BHIC
  21. 33. 577 users posted 1 message 1 user posted 201 messages (and she doesn’t even live in Brabant) Core community in 2010 Messages Users
  22. 34. Impact <ul><li>Loss of monopoly and natural authority </li></ul><ul><li>Higher flow rate than regular reference </li></ul><ul><li>Mix with other service channels </li></ul><ul><li>Online contact becomes more social and personal </li></ul><ul><li>Change in work space and time </li></ul><ul><li>Rise of community and new type of volunteers </li></ul>
  23. 35. Forums: the hat <ul><li>Don’t start a forum... </li></ul><ul><li>Start community building! </li></ul>
  24. 36. Forums: the rabbit <ul><li>“ Ik vind het wel een beetje een sport om info op </li></ul><ul><li>“ internet te vinden, of in geval van de digitale </li></ul><ul><li>“ archieven, uit databases ” </li></ul><ul><li>“ I find it to be a bit of a sport to try and find info on the internet, or in the case of the digital archives, from databases ” </li></ul><ul><li>Dorethé Kuijpers, 29 januari 2009 </li></ul>
  25. 37. Chat
  26. 38. What is chat? <ul><li>“ Online chat may refer to any kind of communication over the Internet, that offers an instantaneous transmission of text-based messages from sender to receiver ” </li></ul><ul><li>Source: Wikipedia </li></ul>
  27. 39. Goals <ul><li>To prevent people from clicking away from our website, by offering a direct, easy accessible help service via chat from each webpage </li></ul><ul><li>The digital archivist as moderator, oracle, support and anchor, as the digital face of the website </li></ul>
  28. 42. <ul><li>Simultanious chats </li></ul><ul><li>Direct email access </li></ul><ul><li>Access to BHIC network </li></ul>
  29. 43. Strategy <ul><li>Help is only one click away, from each webpage </li></ul><ul><li>Staffed by archivists Reference Desk </li></ul><ul><li>Online status staff member always visible </li></ul><ul><li>Photo staff member as avatar </li></ul><ul><li>No login, acceptance or submitting forms needed </li></ul><ul><li>Welcome new chatters </li></ul><ul><li>Schedule: on weekdays 7 – 10 PM Avarage availability per month: 63 hours </li></ul>
  30. 44. Results
  31. 45. Total amount of chats in 2010: 1.217 Amount of chats per month
  32. 46. Avarage amount of chats per shift
  33. 47. Topics Genealogy Research General Local History Source: data t/m 2010
  34. 48. Avarage amount of chats per weekday Source: data t/m 2010
  35. 49. Handling Answered Followed up via email Invited to research room Invited to submit email Forwarded internal Referred Not answered Other Source: data t/m 2010
  36. 50. Impact <ul><li>Most questions can be answered directly </li></ul><ul><li>Live digital contact </li></ul><ul><li>Mix with other service channels </li></ul><ul><li>Online contact becomes even more social and personal </li></ul><ul><li>Working evening hours from home </li></ul><ul><li>Start of a ‘real’ virtual research room? </li></ul><ul><li>Patrons are very happy with the service </li></ul>
  37. 51. Twitter
  38. 52. Goals <ul><li>Connect and interact with our followers </li></ul><ul><li>Answer questions (reference) </li></ul><ul><li>Share interesting news, stories and photos </li></ul><ul><li>Attract visitors to our website/social media </li></ul><ul><li>Let followers participate in contests, tours etcetera </li></ul>
  39. 54. Twitter Tour 8 january 2011
  40. 55. Results & Impact <ul><li>Almost 800 followers </li></ul><ul><li>Regular tweets, replies & retweets </li></ul><ul><li>More visitors to our website, blogs etcetera </li></ul><ul><li>Interaction! </li></ul><ul><li>Establishing new connections, online and offline </li></ul><ul><li>Monitoring all day, every day – very high flow rate </li></ul>
  41. 56. Wikipedia
  42. 57. Goals <ul><li>Enrich the encyclopedia </li></ul><ul><li>Improve the findability of our archives and collections </li></ul><ul><li>Getting to know the encyclopedia and its community </li></ul>
  43. 60. Impact summary <ul><li>Making clear (and difficult, painful) choices </li></ul><ul><li>Changes in staff deployment </li></ul><ul><li>Less control, more collaboration, search for added value </li></ul><ul><li>More group communication, less one-on-one talks </li></ul><ul><li>More communication and service channels </li></ul><ul><li>Higher flow rate, quick response times </li></ul><ul><li>Changing work space and hours </li></ul>

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