Proactive scanning Twitter and web. How are users reacting

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Presented at Library 2.011 online conference. Nov 03 2011. Archived talk at https://sas.elluminate.com/mr.jnlp?suid=M.52FD5186135C7D8E38F684A4FCFED8&sid=2008350

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Proactive scanning Twitter and web. How are users reacting

  1. Proactive scanning Twitter & Web for feedback How are users reacting? Aaron Tay National University of Singapore Aarontay@gmail.com @aarontay
  2. What is proactive scanning? “ Using tools to automate searching online mentions of the library”
  3. Why proactive scan?
  4. Feedback
  5. Where to scan ?
  6. Facebook scans “
  7. Blog & Other scans
  8. Twitter
  9. Techniques A NUS Lib OR Library OR Libraries OR Librarian OR Librarians…. -NUNUS! -Dems 1. Keyword scan
  10. Techniques B library OR libraries OR librarian OR librarians OR lib OR rbr OR linc OR database OR databases geocode:1.296469,103.773155,1km 2. Geocode Scan
  11. Techniques C 3. People Scan
  12. Quick Response tools Tweetdeck for instant response
  13. Other tools for monitoring • Grab Twitter search in RSS form • Push RSS feed to • Boxcar (push to smartphone) • Notifo (push to smartphone) • Ifftt (sms, email, call, IM) See http://musingsaboutlibrarianship.blogspot.com/2011/09/twitter-scans-location-ba
  14. Long term storage Long term storage
  15. Big Brother? “
  16. When is service too much? Never react React to everything“Degree of chattiness” “Big Brother”“Neglect” Ideal level ?????????????????????
  17. Statistics nus library OR lib OR Libraries OR database OR databases OR jou • 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%
  18. Tweets to respond? • Rulebreaking • Events/descriptive • Compliments • Help needed  (usually) • Negative Feedback
  19. Rule breaking
  20. Compliments Some are simulated tweets based on real cases, names, dates, phrasing have being changed for privacy
  21. Negative Feedback Some are simulated tweets based on real cases, names, dates, phrasing have being changed for privacy
  22. Help needed Some are simulated tweets based partly on real cases, names, dates, phrasing have being changed for privacy
  23. Correctly done….
  24. Not so correctly done…. Some are simulated tweets based on real cases, names, dates, phrasing have being changed for privacy
  25. @ mentions by NUS Libraries • 391 mentions sent – May 09-Oct 2010 • 232 transactions • 137 proactive tweets (60% of 232 transactions) • 65 replies to proactive tweets (47% replied to 137 proactive tweets)
  26. http://www.convinceandconvert.com/social-crm/when-is-your-twitter-response-too-fast/
  27. General rules to consider • Do tweet, if is serious problem you can solve – e.g. Website down • Do not tweet (at least immediately), when user is sprouting vulgarities. • Do not tweet, if user is breaking library rules. • Do not be too eager to tweet, unless tweet is stated as a question. e.g How do
  28. Conclusion Use your Judgement !
  29. Thank you Aaron Tay aarontay@gmail.com @aarontay Musings About librarianship http://www.slideshare.net/aarontay/
  30. Credits • http://xkcd.com/525/ • http://www.flickr.com/photos/akbar2/49101264 07/sizes/o/in/photostream/ • http://www.flickr.com/photos/kobrasoft/296616 0859/sizes/m/in/photostream/ • http://www.flickr.com/photos/oh_darling/54298 19035/sizes/m/in/photostream/ • http://www.flickr.com/photos/oh_darling/54298 19035/sizes/m/in/photostream/ • http://www.flickr.com/photos/spencereholtaway /3376955681/

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