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our e-resources are available anytime, anywhere
SKILLSFORLEARNINGRESOURCES
we have varied learning spaces
The
Murray
Libra...
SHARING OUR ADVENTURES IN CONVERSATION
2012 Adventures
Huddersfield University
University of East Anglia
CILIP UCR Confere...
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University of Sunderland Library Services Quality Model Campaign 2012-2013 Kay Grieves & Michelle Halpin

A visual overview of University Library Services, Sunderland Quality Model Campaigns over the academic year 2012-2013 Kay Grieves & Michelle Halpin

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University of Sunderland Library Services Quality Model Campaign 2012-2013 Kay Grieves & Michelle Halpin

  1. 1. our e-resources are available anytime, anywhere SKILLSFORLEARNINGRESOURCES we have varied learning spaces The Murray Library St. Peter’s Library Adventure through our learningspaces sharing the magic with others! Share the magic and be in with a chance to with one of these sparkly prizes iPad Mini . Amazon Voucher . Printing Credits SHARE AND WIN!! You can share by posting a sparkly comment card in the library spaces or online via our facebook and twitter pages. in this SILENT SPACE facebook.com/UniOfSunLib twitter.com/UniOfSunLib Share the magic and be in with a chance to with one of these sparkly prizes iPad Mini . Amazon Voucher . Printing Credits SHARE AND WIN!! Share why you like your favourite library space and how it helps you. University Library ServicesUniversity Library ServicesUniversity Library Services LEARNINGSPACES COMMUNICATIONFEEDBACK share your ideas and shape your library service w! Share the adventure by getting involved with our online sharing channels: TWITTER . FACEBOOK . LIVECHAT . MY SUNDERLAND SUBJECT BLOGS . FEEDBACK DATABASE Join in with our conversations and experiments throughout January and February U N I V E R S I T Y L I B R A R Y S E R V I C E S EQUITY no matter how you reach us, we offer an equitable experience KNOWINGOURCUSTOMERS our learning spaces vary and change to match your needs SHARE YOUR LIBRARY15 SECONDS OF ALL OUR WORLDS IN 15 DAYS LIFE 15 JOIN OUR SHOWCASE POST IT ON OUR TWITTER & FACEBOOK PAGES S E C O N D S MAKE A 15 SECOND VIDEO TO SHARE YOUR LIBRARY WORLD BE PART OF THE BIG PICTURE facebook.com/UniOfSunLib twitter.com/UniOfSunLib U N I V E R S I T Y L I B R A R Y S E R V I C E S what’s your way? 0 1 2 3 4 5 6 7 8 9 10 0 1 2 3 4 5 6 7 8 9 10 0 1 2 3 4 5 6 7 8 9 10 STAFF TO HELP YOU . 24/7 LIBRARY OPENING HOURS . LAPTOPS TO BORROW TECHNOLOGY TO HELP SHARE LEARNING . NEW ‘POP-UP’ QUIET SPACES . BOOKABLE SPACES SPACES TO LEARN TOGETHER . QUIET & SILENT SPACES TO THINK AND REVISE TOGETHER . CAFE TO TAKE A BREAK . SPACES TO RELAX night or day, on your own or with friends, we’re here for you this exam time new pop up quietspaces! UNIVERSITY OF SUNDERLAND LIBRARY SERVICES CUSTOMERCARECUSTOMERSUPPORT library welcome . getting started basics . our friendly ethos QUALITY PROMISE KNOWING OUR CUSTOMERS WHEN APRIL & MAY THEME REVISING IN THE LIBRARY - WHAT’S YOUR WAY? IMPACT & CONVERSATION POST-IT NOTE COMMENTS AT DISPLAY POINTS . SHARING THROUGH OUR ONLINE CHANNELS . SPACE SHARING CARDS . #LIBPOP CONTEXTUALISATION • LIBRARY ASSISTANT FRONT-LINE TARGETED SUPPORT • LIBRARY ASSISTANT SPACE ZONING • POST-IT NOTES SHARING CUSTOMER COMMENTS • ONLINE FB POSTS, LIKES AND TWEETS STAFF DEVELOPMENT • LIBRARY ASSISTANT TROUBLESHOOTING PLANNING • MFD DEVICE PROCESS TROUBLESHOOTING • SPACE ZONING QUALITY PROMISE EQUITY WHEN MARCH THEME SHARE YOUR LIBRARY LIFE / BE PART OF THE BIG PICTURE IMPACT & CONVERSATION LIBRARY STAFF MAKING TOUR MIDEOS . FB POSTS, LIKES AND TWITTER TWEETS CONTEXTUALISATION • LIBRARY ROADSHOW TOUTS • SURE TOUTS • LIBRARY ASSISTANT TOUTS • SUBJECT LIBRARIAN TOUTS • SPECIAL COLLECTION TOUTS • E-RESOURCES & COLLECTION TOUTS STAFF DEVELOPMENT • LIBRARY ASSISTANTS MAKING TOUT VIDEOS • SUBJECT LIAISON LIBRARIANS QUALITY PROMISE FEEDBACK & COMMUNICATION WHEN JANUARY & FEBRUARY THEME SHARING MAKES IDEAS GROW IMPACT & CONVERSATION INCREASE IN FB AND TWITTER FOLLOWERS . TWITTER BACKCHANNEL ENGAGEMENT . TWEETS AND FB POSTS, LIKES . CAPTURED IN STORIFY QUALITY PROMISE LEARNING SPACES WHEN DECEMBER THEME FIND YOUR SPACE TO SPARKLE IMPACT & CONVERSATION HOW DO LEARNING SPACES HELP YOU? . WIN AN IPAD . SHARE COMMENTS ON WISHING TREES, LINES AND ONLINE #SPARKLESPACE . STORIFY CONTEXTUALISATION • GETTING STARTED DISCOVER & HELP • SINGLE SIGN ON • LIBRARY TOURS • ART & DESIGN COLLECTION STAFF DEVELOPMENT • LIBRARY STAFF INTRODUCTION TO CONVERSATION SESSIONS • LIBRARY STAFF COMPETITION JUDGING SESSIONS QUALITY PROMISE RESOURCES & SKILLS FOR LEARNING WHEN OCTOBER & NOVEMBER THEME EBOOKS AT SUNDERLAND / OPEN ACCESS IMPACT & CONVERSATION LIBRARY WEBSITE ‘CLICKS’ . EBOOK DOWNLOAD STATS . FB LIKES & POSTS . TWEETS CONTEXTUALISATION • MEDIA COMEDY FESTIVAL • SUBJECT BLOGS • SUNDERLAND INSTITUTIONAL REPOSITORY BLOG POSTS STAFF DEVELOPMENT • VLE UPDATE • OPEN ACCESS • SUNDERLAND INSTITUTIONAL REPOSITORY QUALITY PROMISE CUSTOMER CARE & CUSTOMER SUPPORT WHEN SEPTEMBER THEME GETTING STARTED IMPACT & CONVERSATION NEW FACEBOOK (FB) / TWITTER LIKES, FOLLOWS & POSTS CONTEXTUALISATION • GETTING STARTED DISCOVER & HELP • SINGLE SIGN ON • LIBRARY TOURS • ART & DESIGN COLLECTION STAFF DEVELOPMENT • GETTING STARTED DISCOVER & HELP • SINGLE SIGN ON • LIBRARY TOURS • ART & DESIGN COLLECTION CONTEXTUALISATION • SUBJECT LIBRARIANS INCORPORATING TWITTER BACKCHANNELLING INTO SUBJECT SUPPORT SESSIONS • SUBJECT SPECIFIC MESSAGE VIA TWITTER & FB • JUSTCITE SESSIONS TWITTER BACKCHANNEL • LONDON CAMPUS TWEETS STAFF DEVELOPMENT • LIBRARY ASSISTANTS INTRODUCTION TO TWITTER • SUBJECT LIAISON LIBRARIANS TWITTER & BACKCHANNELLING feedback and communicate with us in ways that suit you
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SHARING OUR ADVENTURES IN CONVERSATION 2012 Adventures Huddersfield University University of East Anglia CILIP UCR Conference at Newcastle University Durham University CILIP PPRG Marketing Excellence Award Event Internet Librarian International (ILI) Conference, London Goldsmiths College, London Birmingham University More Adventures in 2013 Anglia Ruskin University, Cambridge CILIP ARLG East Midlands International Performance Management Conference, University of York ARLIS Conference, Bristol University Liverpool University Month & Promise Context Conversation Benefit to Customer Delivery Mechanisms Sharing & Impact Staff Development start of new academic year introduce new students to our range of library service offers » get started in 6 easy steps » get help quickly at our welcome desks » library welcome desks and induction welcome events in library, faculty and partner college buildings » branding applied to new library guides, posters, getting started infographic, digital displays, welcome desks, facebook banner, twitter background and profile picture » facebook & twitter conversational tools share planned messages » number of new likes and follows during conversation. type and range of facebook posts and tweets » online conversational tools enabled customers to share comments and opinions » Discover online resource search system » Single sign on assignments due - customers need to use library resources global event: open access NSS feedback suggest focus on electronic resources as limits on hard copy stock availability promote our eBook and open access resources as always available alternative to supplement hardy copy stock » save time - read online now » don’t wait for reserved items » eBook availability wherever our customers are and whenever they wish to access them » facebook and twitter as conversational tools to reach off campus and on campus customers » branding applied to conversational tools and within library via posters, reservation flyers and web icons » web icon linking from library homepage to 10 most popular eBooks » shelf edge ‘wobblers’ wihtin library buildings - QR code points to ebooks in library catalogue » number of link icon clicks on library homepage » statistical analysis of ebook useage over campaign conversation period and acconompaying changes to reservation / waiting list stats » customer sharing / comments via our online conversational tools (twitter / tumblr blogs / facebook) » Outlook calendar system » Saving and retrieving files » Subject databases: Art » Subject databases: Business » The VLE » Open Access Resources » SMART Technologies » Online Booking System assignment and exam period winter holiday promote range of learning spaces and show how different types of space can be used to assist learning and study » find learning spaces that help you reach your potenial » identify location of different types of spaces » understand how spaces can be used to help learning and study » in-house displays where customers can post a comment detailing their favourite learning space and how it helps them learn / study » customers share online via facebook and twitter » storify used to archive customer comments » branding applied to online conversational tools and within library via posters, digital displays » physical sharing ‘trees’ and ‘wishing lines’ within library building enabled customers to post and share comments / opinions » online conversational tools also enabled customers to share comments and opinions » Storify used for first time to record and develop narrative of customer conversation comments » Learning Spaces Conversation » Judging Learning Spaces Competition NSS preparation pre-spring sharing makes ideas grow - join our adventures in conversation » share ideas and shape library services » further develop conversational tools that customers prefer to use » enhance learning support experience » backchannelling - library twitter used as teaching support: pre-during-post sessions » increased twitter use achieved by targetted engagement of library staff types: staff development and staff briefing sessions » branding applied to online conversational tools and within library via posters, digital displays » customers share online via facebook and twitter » customer sharing / comments via our online conversational tools (twitter / tumblr blogs / facebook) » Storify used to record and develop narrative of customer conversation comments. Sharing of narrative with library staff illustrates impact of customer conversations and staff engagement / activities » Introduction to Twitter » Using the MFDs and printers » Inter-library loans » Knowledge Base Launch » Prism Enhancements mid year providing an equitable quality of service to all our customers regardless of location and time they choose to use our services. » feeling part of the ‘big picture’ » enhancing quality of service out of hours and online / off campus » identifying with who staff are - experiencing a more ‘human’ online interaction » making 15 second videos and sharing them online » customers share online via facebook and twitter » customer sharing / comments via our online conversational tools (twitter and facebook) » measure number of video views online » Equity Conversation: Making videos » London Campus Developments exam and assignment time end of academic year responding to changes in customer needs at exam time » more quiet spaces during exam time » responsive, prepared staff » space use changes to reflect customer need » creation of ‘pop-up spaces’ e.g. increased quiet / silent spaces » customers sharing online via facebook and twitter » branding applied to online conversational tools and within library via posters, digital displays » sharing opportunities within library buildings » customer sharing / comments via our online conversational tools (twitter / tumblr blogs / facebook) » sharing of pop-up customer comments in pop-up spaces » Preparing for Exam Time session » Staff Solution Briefings » MFD Troubleshooting sessions » Roving Support sessions » Reflective practice sessions December Learning Spaces March Equity April & May Knowing Our Customers Oct & Nov Resources Skills for Learning September Customer Care Customer Supp Jan & Feb Feedback Communication 2012/13 Quality Promise Campaign University of Sunderland Library Services BENEFIT ST RATEGY IMPACT TEAM SHARE ADVOCACY C O NTEXT VALUE AM PLIFY QUALITYOF OUR CUSTOMERS LIBRARY SERVICES EXPERIENCE SUNDERLAND WINS GOLDNew Gold Standard for Marketing Excellence in Libraries CILIP PPRG MARKETING EXCELLENCE AWARD 2012/13 ULS Quality & Marketing Team won the CILIP Publicity and Public Relations Gold Award 2012/13 for their Adventures in Conversation: Quality Promise Campaign. This was the first gold awarded since 2009. “The design and branding were outstanding - professional, attractive and making full use of all the flexibility of the brand. The concept as a whole was a brilliant idea, and it was flawlessly executed”. CILIP Judges Citation “We don’t always award a gold. We reserve if for when we receive an entry like the quality of the one you provided. Since I have helped with the judging, yours is the only one we have awarded”. Davina Omar, CILIP Judge “We all found it very inspiring! It was particularly impressive that you had started from a position of having no strategic marketing experience, yet managed to produce a toolkit that is the envy of many of us who have been involved in publicity work for some time!” Tonya Chirgwin, Chair of CILIP PPRG “Congratulations on achieving a Gold Award for your submission to the PPRG Marketing Excellence Awards 2012.... so very well done on your outstanding achievement. Having viewed your submission I can see why it was so highly rated. It really does showcase some fabulous examples of the work you have done with students and for students during the last year”. Julie Mennell, Deputy Vice Chancellor, University of Sunderland WHAT OUR CUSTOMERS ARE SAYING... “Wow Internet Librarian 2012 is ending with one of the most inspiring sessions I’ve ever been to ...so happy right now” @annaka ILI 2012 conference tweet “Very interesting that Sunderland using Pinterest - early adopter in academic libraries” @AlisonMcNab ILI 2012 conference tweet “I found your presentation and workshop very inspirational” Linda Dawes ARLG East Midlands 2013 University of Sunderland E N H A N C I N G T H E ADVENTURES IN CONVERSATION

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