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" []. 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.

Transcript of Designing a better library experience

  • 1.designing abetter libraryexperience

2. [open withOBVIOUS statement] 3. up there withLionel Robbins reportof 1963 and RonDearings report of1997 as aserious, paradigm-shifting publication.source: department for business, innovation and skills, 2010( 4. ResponsibilityFrom: The State To: The Individual 5. Paradigm shiftinga 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 ( 6. Quality is at theheart of theseproposals, and itwill be the criticalsuccess factor inthe competition fornew students andemerging learningmarkets.Source: 7. University?Students? 8. Degree? 9. Students con$umer$but 10. Perception isthe key 11. supermarkets plushorses plus burgersequalsinsecurity 12. the social bonding that occurs inservice relationships is likely to increasecustomer dependence on the service providersource: bendapudi and berry, 1997 13. Open communicationTRON commitment 14. confidencecommunicationknowledge 15. Social Mediaserviceuser 16. 48% 87% of all adults use social media 83% of 16-24yrs use social mediaof 16-24yrsuse emailsource: office for national statistics, 2012 ( 17. whether you like it or notthey are talking about you 18. ACTIVEnot passive 19. 2,000 people surveyed36% used social media to65%contact a large companybelieved socialmedia better thancall centressource: fishburn hedges and echo research, 2012 20. its not just about listening, its about engaging 21. 29%organisations 50% consumersrespond to expect a1%Twitterresponsecomplaints would not have liked it or hated it if they received a response83% liked or loved86%would have getting a liked to have responsehad a responsesource: maritz research, 2011 ( 22. Im not happy 23. turn a into apositive 24. engagecommunityconnectimprove 25. what are ourOPTIONS? 26. #hashtagPOWER 27. the library at #cccu need more books ontheir shelves #nothappywas there anything inparticular you were lookinganything to do with Durkeheimfor?on suicide, every book is taken. we do have an ebook byDurkheim available here:oooh thanks [URL]no problem! hope weve turned the #nothappy to #happy 28. presenceawarenessconfidencecommitment 29. location: Canterburysearch term: library 30. location search is vital butTAKE CARE! 31. 293 [email protected] 464 96tweets retweets 32. Relationshiplets build on our 33. what nowcommunicate with your studentsdevelop a relationshipbuild your serviceencourage their commitment 34. ian [email protected] 35. slide 3: c/o bisgovuk on flickr 6: c/o andrew moss photography on flickr 7: c/o working word on flickr 8: c/o philstephenrichards on flickr 9: c/o leeds museums and galleries on flickr 10: c/o aston university on flickr 12: c/o fiddle oak on flickr 18: c/o id-iom on flickr 19: c/o johann larsson on flickr 39: c/o bethan on flickr 36. referencesbendapudi, n. and berry, l. (1997). customers motivations for maintaining relationships with serviceproviders, 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, s. (2010). student tuition fees: browne review urges no limits, retrieved from for business, innovation and skills, (2010). david willetts speech: hefce annual conference - royal college of physicians, london, retrieved from hedges and echo research, (2012). the social media customer, retrieved from research, (2011). maritz Research and evolve24-twitter study, retrieved from for national statistics, (2012). internet access - households and individuals, 2012 part 2,retrieved from