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

Technology Education

Proactive scanning Twitter
& Web for feedback
How are users reacting?
Aaron Tay
National University of Singapore
Aarontay@gmail.com
@aarontay

What is proactive scanning?
“ Using tools to
automate searching
online mentions of
the library”

Techniques A
NUS Lib OR Library OR Libraries OR
Librarian OR Librarians…. -NUNUS!
-Dems
1. Keyword scan

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

Quick Response tools
Tweetdeck for instant response

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

When is service too much?
Never react React to everything“Degree of chattiness”
“Big Brother”“Neglect”
Ideal level
?????????????????????

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%

Tweets to respond?
• Rulebreaking
• Events/descriptive
• Compliments
• Help needed  (usually)
• Negative Feedback

Compliments
Some are simulated tweets based on real cases, names, dates,
phrasing have being changed for privacy

Negative Feedback
Some are simulated tweets based on real cases, names, dates,
phrasing have being changed for privacy

Help needed
Some are simulated tweets based partly on real cases, names, dates,
phrasing have being changed for privacy

Not so correctly done….
Some are simulated tweets based on real cases, names, dates,
phrasing have being changed for privacy

@ 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)

http://www.convinceandconvert.com/social-crm/when-is-your-twitter-response-too-fast/

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

Thank you
Aaron Tay
aarontay@gmail.com
@aarontay
Musings About librarianship
http://www.slideshare.net/aarontay/

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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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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