Designing a better library experience

designing abetter libraryexperience

[open with

OBVIOUS

statement]

“…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)

ResponsibilityFrom: 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 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/

University?

Students?

Degree?

Students ≠ con$umer$

but…

Perception is the key…

supermarketsplus

horsesplus

burgersequals

insecurity

“…the social bonding that occurs in service relationships is likely to increase customer dependence on

the service provider…”

source: bendapudi and berry, 1997

Open communication

STRON

Gcommitment

+communicationconfidence

knowledge

Social Media

service user

48%

of all adults use social media 87

%of 16-24yrs use social media

83%

of 16-24yrs use email

source: office for national statistics, 2012 (http://bit.ly/15SwX4u)

whether you like it or not…

they are talking about

you

ACTIVE …not

passive

2,000

people surveyed

36%

used social media to contact a large company

65%

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 respond to Twitter complaints

50%

consumers expect a response

83%liked or loved getting a response

86%

would have liked to have had a response

1%

would not have liked it or hated it if they received a response

source: maritz research, 2011 (http://bit.ly/XTq8Mr)

TWEET

I’m not happy…

turn a negativeinto a

positive

engagecommunityconnectimprove

OPTIONS?

what are our

#hashtag

POWER

the library at #cccu need more books on their shelves #nothappy was there anything in

particular you were looking for?anything to do with

Durkeheim on suicide, every book is taken.we do have an ebook by

Durkheim available here: [URL]oooh thanks

no problem! hope we’ve turned the #nothappy to

#happy

presenceawarenessconfidencecommitment

location: Canterburysearch term: “library”

TAKE CARE!

location search is vital but

293

followers

44

repl

ies96

retweets464tweets

@ccculibrary

Relationship

let’s build on our

what now…

…communicate with your students

…develop a relationship…build your service…encourage their commitment

ian clark@ijclarkian@infoism.co.uk

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 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