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Going Digital


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Going Digital

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Going Digital

  1. 1. <ul><li>Going Digital: A Guide To Get Not Only Your Content But Also Your Staff Online </li></ul><ul><li>Christian van der Ven </li></ul><ul><li>Blog: </li></ul><ul><li>Twitter: @cvanderven </li></ul><ul><li>Digital Strategies for Heritage (DISH) </li></ul><ul><li>Preconference Workshop </li></ul><ul><li>6 December 2011 </li></ul>What do you mean, “I’m in a hurry”?
  2. 2. Time Schedule <ul><li>13.00 – 13.10 Introducing and Introduction </li></ul><ul><li>13.10 – 13.40 Presentation: &quot;Chat with an Archivist&quot; </li></ul><ul><li>13.40 – 13.50 Questions and Discussion </li></ul><ul><li>13.50 – 14.10 Coffee Break </li></ul><ul><li>14.10 – 14.30 Presentation: &quot;Forums for Reference and Crowdsourcing&quot; </li></ul><ul><li>14.30 – 14.40 Questions and Discussion </li></ul><ul><li>14.40 – 15.00 Inspiration: &quot;South Land&quot; </li></ul><ul><li>15.00 – 15.10 Questions and Discussion </li></ul><ul><li>15.10 – 15.30 Drinks </li></ul>
  3. 3. About Me <ul><li> Christian van der Ven </li></ul><ul><li>Coördinator Reference and Digital Services @ BHIC </li></ul><ul><li> Digital Archivist / Blogger Archives 2.0 / Social Media </li></ul><ul><li>Let’s Connect & Share! </li></ul>
  4. 4. About You
  5. 5. Quick Survey <ul><li>Would you like to have succesful digital services? </li></ul><ul><li>Would you like to have succesful digital services staff? </li></ul><ul><li>Which one would you like best? </li></ul><ul><li>(I bet you’d like the staff best, right?) </li></ul><ul><li>Then why do we always focus on the services first?? </li></ul>
  6. 6. Going Digital <ul><li>Why would your staff go digital? </li></ul><ul><li>Because it’s their job? </li></ul><ul><li>Because you say so? </li></ul><ul><li>Or… because they believe in going digital?! </li></ul>
  7. 7. Going Digital <ul><li>I don’t focus on (setting up) digital services </li></ul><ul><li>I focus on (training) staff believing in digital services </li></ul>
  8. 8. Going Digital <ul><li>It’s the staff, stupid! </li></ul><ul><li>(Attitude is King) </li></ul>
  9. 10. 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>
  10. 11. 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>
  11. 14. <ul><li>Simultanious chats </li></ul><ul><li>Direct email access </li></ul><ul><li>Access to BHIC network </li></ul>
  12. 15. Strategy <ul><li>From the end of September 2009: Pilot </li></ul><ul><ul><li>Do patrons use the service? And when do they most? </li></ul></ul><ul><ul><li>Staff worked voluntarily on evenings & during weekends </li></ul></ul><ul><li>February until June 2010: Extended pilot </li></ul><ul><ul><li>Scheduled for weekday evenings </li></ul></ul><ul><ul><li>Staff received a small fee per shift </li></ul></ul><ul><li>From July 2010: Regular work </li></ul><ul><ul><li>Staff worked for normal compensation (salary/vacation) </li></ul></ul><ul><li>From January 2012: Extra staff hours </li></ul>
  13. 16. Strategy <ul><li>Help is on each webpage, only one click away </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: weekdays 7 – 10 PM Avarage availability per month: 63 hours </li></ul>
  14. 17. Results
  15. 18. Total amount of chats in 2010: 1.217 Amount of chats per month
  16. 19. Avarage amount of chats per shift
  17. 20. Topics Genealogy Research General Local History Source data: 2009/2010
  18. 21. Avarage amount of chats per weekday Source data: 2009/2010 Monday Friday Thursday Wednesday Tuesday
  19. 22. Handling Answered Followed up via email Invited to research room Invited to submit email Forwarded internal Referred Not answered Other Source data: 2009/2010
  20. 23. Impact <ul><li>Most questions can be answered directly </li></ul><ul><li>Live digital contact, new way of communicating </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, very, very happy with the service </li></ul><ul><li>Staff members became ambassadors for the service </li></ul>
  21. 24. Questions & Discussion
  22. 25. Coffee Break
  23. 27. 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>
  24. 29. 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>Comments on photos in local 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>
  25. 30. 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>
  26. 31. 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>
  27. 32. Results
  28. 33. 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
  29. 34. Share of messages Patrons BHIC
  30. 35. (and she doesn’t even live in Brabant) Core community in 2010 Messages Users 1 user posted 201 messages 577 users posted 1 message
  31. 36. Forums: the hat <ul><li>Don’t start a forum... </li></ul><ul><li>Start community building! </li></ul>
  32. 37. 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 January 2009 </li></ul>Forums: the rabbit Forums: the rabbit
  33. 38. 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><ul><li>Archivists as community managers </li></ul>
  34. 39. Questions & Discussion
  35. 40. South Land A project to let my colleagues go digital
  36. 41. <ul><li>To discover is not just about the find, but also about the search </li></ul><ul><li>(Theme of my blog) </li></ul>
  37. 42. South Land <ul><li>11 September 2006: Kickoff meeting </li></ul><ul><ul><li>To inspire </li></ul></ul><ul><ul><li>To concrete </li></ul></ul><ul><ul><li>To initiate </li></ul></ul><ul><li>Focus on a new attitude and a new possible role in online communities </li></ul><ul><li>Raise questions about what value we can add as professionals </li></ul><ul><li>Who wants to join me in a voyage of discovery? </li></ul>
  38. 44. South Land <ul><li>Small project teams (Limmen, Sea Gull, Bracq) </li></ul><ul><ul><li>Blogs, photo- and story databases </li></ul></ul><ul><ul><li>News groups and forums </li></ul></ul><ul><ul><li>Digital study rooms </li></ul></ul><ul><li>Brainstorm </li></ul><ul><li>Find inspiring examples </li></ul><ul><li>Check for information and experiences </li></ul><ul><li>Work on ideas and pilot project </li></ul><ul><li>Share feedback with larger group (presentations) </li></ul>
  39. 45. South Land <ul><li>29 October 2007: Back in the harbour </li></ul><ul><ul><li>Profile page opportunities “My BHIC” </li></ul></ul><ul><ul><li>Communities around photo databases </li></ul></ul><ul><ul><li>Maintenance of local history pages </li></ul></ul><ul><ul><li>Websites as neverending stories </li></ul></ul><ul><ul><li>Added value of archivists in online communities </li></ul></ul><ul><ul><li>Tone of voice and style in communicating online </li></ul></ul><ul><ul><li>Borders in providing services through communities </li></ul></ul><ul><ul><li>Handling user comments </li></ul></ul><ul><ul><li>Clarity about and on forums </li></ul></ul><ul><ul><li>Virtual archivists and digital public areas </li></ul></ul><ul><ul><li>Digital access and help tools </li></ul></ul>Didn’t really matter
  40. 46. South Land <ul><li>We mapped new coast lines, took some strange plants and animals home and survived a couple of storms </li></ul><ul><li>Staff members from front- and backoffice have been working and learning together </li></ul><ul><li>Staff members have been discovering and experiencing how the internet is changing </li></ul><ul><li>Staff members were now convinced about the need for digital services, but even more convinced about the need for a new attitude and changing role online </li></ul><ul><li>Above all staff members were enthusiastic and motivated for further explorations! </li></ul>
  41. 47. Always when you think This is the end You’re standing on the frontier Of what begins (Stef Bos, Thousand Years)
  42. 48. South Land <ul><li>28 january 2008 </li></ul><ul><ul><li>Explorers (far ahead) </li></ul></ul><ul><ul><li>Pioneers (at view distance – deploying social media) </li></ul></ul><ul><ul><li>Colonists (pretty close – preparing ideas community website) </li></ul></ul><ul><li>2009: 23 Things for Archivists </li></ul><ul><li>“ South Land” merging into regular work </li></ul><ul><li>Staff eagerly follows online developments, picks up new ideas and starts pilot projects </li></ul>
  43. 49. Some Advice <ul><li>Care for people </li></ul><ul><ul><li>It’s the staff, stupid! </li></ul></ul><ul><ul><li>First of all change is a social process </li></ul></ul><ul><ul><li>Focus on attitude </li></ul></ul><ul><li>Create space for experiments </li></ul><ul><ul><li>Give room to startups and pilot projects </li></ul></ul><ul><ul><li>Show genuine trust and interest </li></ul></ul><ul><ul><li>Plenty of room for targets, regulations and evaluations later! </li></ul></ul><ul><li>Focus </li></ul><ul><ul><li>You can’t always do everything for everyone, right </li></ul></ul><ul><ul><li>Make (painful) decisions </li></ul></ul>
  44. 50. Questions & Discussion
  45. 51. If you want to go fast Go alone If you want to go far Go together (African proverb)
  46. 52. Thanks for your input! [email_address]