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

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/