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Designing a better library experience

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Designing a better library experience

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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.

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.

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Designing a better library experience

  1. 1. designing a better library experience
  2. 2. [open with OBVIOUS statement]
  3. 3. “…up there with Lionel Robbins’ report of 1963 and Ron Dearing’s report of 1997 as a serious, paradigm- shifting publication.” source: department for business, innovation and skills, 2010 (http://bit.ly/VGQYb3)
  4. 4. Responsibility From: The State To: The Individual
  5. 5. “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)
  6. 6. “Quality is at the heart of these proposals, and it will be the critical success factor in the competition for new students and emerging learning markets.” Source: http://cms1.gre.ac.uk/dfee/
  7. 7. University? Students?
  8. 8. Degree?
  9. 9. Students ≠ con$umer$ but…
  10. 10. Perception is the key…
  11. 11. supermarkets plus horses plus burgers equals insecurity
  12. 12. “…the social bonding that occurs in service relationships is likely to increase customer dependence on the service provider…” source: bendapudi and berry, 1997
  13. 13. Open communication TRON commitment
  14. 14. confidence communication knowledge
  15. 15. Social Media service user
  16. 16. 48% 87% of all adults use social media 83% of 16-24yrs use social media of 16-24yrs use email source: office for national statistics, 2012 (http://bit.ly/15SwX4u)
  17. 17. whether you like it or not… they are talking about you
  18. 18. ACTIVE …not passive
  19. 19. 2,000 people surveyed 36% used social media to 65% contact a large company believed social media better than call centres source: fishburn hedges and echo research, 2012
  20. 20. it’s not just about listening, it’s about engaging
  21. 21. 29% organisations 50% consumers respond to expect a 1% Twitter response complaints would not have liked it or hated it if they received a response 83% liked or loved 86% would have getting a liked to have response had a response source: maritz research, 2011 (http://bit.ly/XTq8Mr)
  22. 22. I’m not happy…
  23. 23. turn a into a positive
  24. 24. engage community connect improve
  25. 25. what are our OPTIONS?
  26. 26. #hashtag POWER
  27. 27. the library at #cccu need more books on their shelves   #nothappy was there anything in particular you were looking anything 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 
  28. 28. presence awareness confidence commitment
  29. 29. location: Canterbury search term: “library”
  30. 30. location search is vital but TAKE CARE!
  31. 31. 293 44 followers @ccculibrary 464 96tweets retweets
  32. 32. Relationship let’s build on our
  33. 33. what now… …communicate with your students …develop a relationship …build your service …encourage their commitment
  34. 34. ian clark @ijclark ian@infoism.co.uk
  35. 35. slide 3: c/o bisgovuk on flickr http://flic.kr/p/83E1Nq slide 6: c/o andrew moss photography on flickr http://flic.kr/p/ay1Arf slide 7: c/o working word on flickr http://flic.kr/p/8zcJvK slide 8: c/o philstephenrichards on flickr http://flic.kr/p/d7588G slide 9: c/o leeds museums and galleries on flickr http://flic.kr/p/8JYCs8 slide 10: c/o aston university on flickr http://flic.kr/p/58HTCT slide 12: c/o fiddle oak on flickr http://flic.kr/p/cQF8zL slide 18: c/o id-iom on flickr http://flic.kr/p/btb7Gs slide 19: c/o johann larsson on flickr http://flic.kr/p/7DLCjc slide 39: c/o bethan on flickr http://flic.kr/p/85uKQh
  36. 36. references bendapudi, 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 blunkett's 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/adfiVD department for business, innovation and skills, (2010). david willetts speech: hefce annual conference - royal college of physicians, london, retrieved from http://bit.ly/VGQYb3 fishburn hedges and echo research, (2012). the social media customer, retrieved from http://bit.ly/12uQiK6 maritz research, (2011). maritz Research and evolve24-twitter study, retrieved from http://bit.ly/XTq8Mr office for national statistics, (2012). internet access - households and individuals, 2012 part 2, retrieved from http://bit.ly/15SwX4u

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