A presentation for the CPD25 event "Engaging Students: Obtaining And Using Feedback In Libraries And Universities" [http://bit.ly/YZnwJg].
The presentation looks at some of the background to the current environment, the importance of communication with students/users and the role social media can play in building relationships and encouraging commitment.
“…up there withLionel Robbins’ reportof 1963 and RonDearing’s report of1997 as aserious, paradigm-shifting publication.”source: department for business, innovation and skills, 2010(http://bit.ly/VGQYb3)
Responsibility From: The State To: The Individual
“Paradigm shifting…” …a major review of university funding. …a £3,290 cap on fees, which students borrow in loans, to be scrapped. …introduction of a free market in fees - setting out models of charges up to £12,000 a year for a degree course. source: bbc, 2010 (http://bbc.in/adfiVD)
“Quality is at theheart of theseproposals, and itwill be the criticalsuccess factor inthe competition fornew students andemerging learningmarkets.”Source: http://cms1.gre.ac.uk/dfee/
2,000 people surveyed 36% used social media to65% contact a large company believed social media better than call centres source: fishburn hedges and echo research, 2012
it’s not just about listening, it’s about engaging
29% organisations 50% consumers respond to expect a 1% Twitter response complaints would not have liked it or hated it if they received a response83% liked or loved 86% would have getting a liked to have response had a response source: maritz research, 2011 (http://bit.ly/XTq8Mr)
the library at #cccu need more books ontheir shelves #nothappy was there anything in particular you were lookinganything to do with Durkeheim for?on suicide, every book is taken. we do have an ebook by Durkheim available here:oooh thanks [URL] no problem! hope we’ve turned the #nothappy to #happy
slide 3: c/o bisgovuk on flickr http://flic.kr/p/83E1Nqslide 6: c/o andrew moss photography on flickr http://flic.kr/p/ay1Arfslide 7: c/o working word on flickr http://flic.kr/p/8zcJvKslide 8: c/o philstephenrichards on flickr http://flic.kr/p/d7588Gslide 9: c/o leeds museums and galleries on flickr http://flic.kr/p/8JYCs8slide 10: c/o aston university on flickr http://flic.kr/p/58HTCTslide 12: c/o fiddle oak on flickr http://flic.kr/p/cQF8zLslide 18: c/o id-iom on flickr http://flic.kr/p/btb7Gsslide 19: c/o johann larsson on flickr http://flic.kr/p/7DLCjcslide 39: c/o bethan on flickr http://flic.kr/p/85uKQh
referencesbendapudi, n. and berry, l. (1997). customers’ motivations for maintaining relationships with service providers, journal of retailing, Vol. 73 No. 1, pp. 15-37.blunkett, d. (2000). david blunketts speech on higher education, 15 february 2000 at maritime greenwich university, retrieved from http://cms1.gre.ac.uk/dfee/coughlan, s. (2010). student tuition fees: browne review urges no limits, retrieved from http://bbc.in/adfiVDdepartment for business, innovation and skills, (2010). david willetts speech: hefce annual conference - royal college of physicians, london, retrieved from http://bit.ly/VGQYb3fishburn hedges and echo research, (2012). the social media customer, retrieved from http://bit.ly/12uQiK6maritz research, (2011). maritz Research and evolve24-twitter study, retrieved from http://bit.ly/XTq8Mroffice for national statistics, (2012). internet access - households and individuals, 2012 part 2, retrieved from http://bit.ly/15SwX4u