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NUS Libraries' Experience with Social Media - Aaron tay
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NUS Libraries' Experience with Social Media - Aaron tay

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NUS Libraries' experience with Social Media. Presentation by Aaron Tay at LAS Special Libraries Section 2nd Annual Networking Event on 9th Nov. 2011. Slides by Georgiana Glass.

NUS Libraries' experience with Social Media. Presentation by Aaron Tay at LAS Special Libraries Section 2nd Annual Networking Event on 9th Nov. 2011. Slides by Georgiana Glass.

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    • 1. Bridges linking Online space NUS LIBRARIES’ EXPERIENCE Slides by Georgiana Glass
    • 2. Why Social Media?
      • To generate more direct, spontaneous and immediate interactions with users we
        • Embraced social media to listen, market and extend our reference presence
        • Adopted new online strategies to announce our products and to educate users
      • Singapore heavy mobile & Social media users – e.g longest facebook sessions
      • Can be used to
        • Reach out to users
        • Interact with users
        • Scan environment & service recovery
    • 3. Facebook Started : 14 Feb 2011 Reach : 1,800 Likes Page impressions : >500,000 (up to Oct 2011) http://www.facebook.com/nuslibraries
    • 4. Twitter Started : June 2009 Reach : 800 followers http://www.twitter.com/nuslibraries
    • 5. Reaching out to users : Pushing news alerts to Facebook and Twitter
    • 6. Facebook & Twitter: in-depth look
      • Reaching out to users
      • Amplification of news
      • Interacting with users
      • Collecting ideas
      • Scanning for feedback  direct & indirect
    • 7. Students amplify news on Twitter
    • 8. Questions on Twitter
    • 9. Direct Feedback on Twitter Direct Feedback on Facebook
    • 10. Types of feedback on Social Media
    • 11.
      • keywords –
      • NUS Lib OR Library OR Libraries OR Librarian
      Indirect Feedback 2. proximity (within certain radius of Library) For more see recorded Library 2.011 talk http://bit.ly/twitterscan Twitter Scans for & use of Google Alerts, videos, blogs & general pages
    • 12.
      • LIVE tweets picked up by scanning
      • Our response: tweeting workarounds
        • Eg. while the front page did not work, one could still go directly to our library catalogue and access electronic resources
      Breaking Events Library Website Server Issues
      • Proactive scanning = Delighted users
    • 13.
      • Information picked up in LIVE twitter scan
      • Video picked up in Google Alert
      Breaking Events Burst Water Pipe In Library
    • 14. Breaking Events Students at play.. Captured with Twitter scanning & Google Alerts
    • 15. Indirect Compliments
    • 16. Compliments on how we engage our users on Twitter
    • 17. I wasn’t expecting a reply at all, but shortly after tweet, I got a reply from NUS Libraries’ official Twitter account! I must say I was pleasantly surprised. Compliments on how we engage our users on Twitter
    • 18. nus library OR lib OR Libraries OR database OR databases OR journal OR journals -pokernunus -worldnunus
      • 2,273(100%)* - May 2010 to Oct 2011
      • 508 (22%) - Foursquare related
      • 249 (11%) - Negative feedback
      • 220 (10%) - False positives
      • 143 (6%) - From NUS Libraries
      • 121 (5%) - Retweets
      • 120 (5%) - Compliments
      • 119 (5%) - Help needed
      • 30 (1.3%) - Rule breaking
      • 856 (37%) - Events, descriptive etc
      * Does not sum to 100% Statistics For more see recorded Library 2.011 talk http://bit.ly/twitterscan
    • 19. Challenges
      • Things constantly in-flux, survival of each social network is uncertain
      • Policies of interaction
      • Social networking etiquette
      • Need to formalise the adoption of social media tools