meeting users in their space: expanding library services ... · expanding library services into...
TRANSCRIPT
Meeting Users in Their Space: Expanding Library Services
into Social Media
Kristian McInnis@SAITLibrary
@alcjpl, Jasper, ABMay 28, 2012
● Web Development Supervisor, SAIT Library
● Teach Business Communication
● BA and LIT diploma
● Served on FLA and AALT boards
About Me - @kristianmc
1. SAIT Library by the Numbers
2. Look Before You Leap
3. Adventures in Social Media
What We'll Discuss...
We are a part of Southern Alberta Institute of Technology. Supporting over 13,000 FTE students Enrolled in over 100 programs
SAIT Library by the Numbers
The Library itself has:
● 450,000 RL visitors/year ● 330,000 Homepage hits/year● 28 employees hard working
employees
SAIT Library by the Numbers
Communication Planning ● Meeting Users in Their Space
● Getting Started with Social
● Looking Back
Look Before You Leap
What is this 'space' users occupy?
Meeting Users in Their Space
Image by hdzimmerman on Flikr
Increasingly via mobile devices
Meeting Users in Their Space
Image by csaili on Flikr
Mobile Devices in Canada
Image via MobileSyrup
Mobile Devices in Canada
Recent Ipsos study finds... ● 13% in smartphone ownership ● 66% in tablet ownership ...between August 2011 and January 2012
Mobile Devices in Canada
A Nielsen survey finds that of all subscribers aged 18 - 24...
● 62% own a smartphone
● 80% of recent buyers chose a smartphone
Numbers are similar in the next 2 age brackets.
Ask yourself:
● Why are we doing this?
● Who is our audience?
● What costs are involved?
● How does this interact with existing infrastructure?
At the Beginning...
Understand the expectations of your platform: ● Update intervals
● Richness of content
● Type of content
Meeting Expectations
Get Staff on Board
● Ensure that staff are able to get training
● Take time understand, praise & listen
● Give ownership to as many people as possible
Ask yourself... ● Is this working well?
● Have we checked in with our audience?
● Has our investment been justified?
Look Back and Assess
In his article Brian Mathews says libraries should: ● Embrace constant change● Fail smart● Pivot toward success● Accept good enough
Think Like A Start Up
4 key initiatives: ● Text messages● Twitter● Blog● Instant Messages (IM)
● Ancillary and also-ran● Bringing it all together
SAIT Library Experience
First foray into user spaces. Started in the Fall of 2010.
Text Messaging
Audience & Purpose
A Pew Internet study found that, on average, youth age send and receive: ● 3000 messages/month We want to be accessible to this group
Youth Text - A Lot
● Lots of lead time
● Identified champions
● Hands on training■ Hear fears■ Deal wiith conerns
Implimentation of Text Messaging
● Library instruction○ (text bombing)
● SAITNews stream
● Phone # posted on website
Promoting Text Messaging
● 227 queries 1st year (July - June)
● 88 queries this year (less bombing)
● Most basic library information:○ PIN request○ Hours
Types of Interactions
Generally happy with service, but...
● Could support service with less expensive messaging phone
● Some traffic overtaken by later initiatives
Asssessment
Started Twitter in November 2010
● Twitter use; esp. on #SAIT
● Want to post brief news
● Preferred open platform
● Accessible to non-technical staff
Twitter @SAITLibrary
● Explained initiative to staff
● Selected Hootsuite to manage account
● Designed background & avatar
● Integrated Twitter widget on homepage
● Shared of writing content
Implementation
Twitter Integration on old Site
● @SAITLibrary has 294 Tweets
● Followers: 73, Following 83
● Monitor #SAIT hashtag and respond where appropriate
● Follow other SAIT feeds
Include #SAIT hashtag in all posts
Community Building on Twitter
@musicbaum I always bring something to read while in line at Tim's. Right now I am reading http://ow.ly/9Uu7y #sait #songoffireandice
An Example...
Working really great, but room for improvement:
● Consistent #SAIT hashtag use
● Better layout
● More staff with access
Assessment
Always had a SAIT Library News page, but: ● Need web developer to update● Very limited content● Poor readership
Moving News to Blogger
● Reach SAIT community, primarily students.
● Simplify creating and posting content
● Generate more traffic worthy posts
Audience and Purpose
Started News Blog in July 2011
● Chose Blogger as news platform
● Customized to echo SAIT Library page
● Used Feedburner to push headings to Twitter
● Trained a staff contributor
Implementation
● Spring Summer Hours Update
● Looking for a Job?
● Exciting Archives News
● Deck the Library for United Way Posting about 2 time a month
Sampling of Topics
Readership greatly improved
● 1700 views since July 2011● Average 40 views/post vs. 5 Improvements:
● Use only SAIT hashtag● Better Homepage integration
Assessment
A bit late to the IM game: ● Started September 2011● Using Libraryh3lp platform
Instant Messaging (IM)
● Reach the 120 workstations in the Library
● Users accessing online resources
● Provide reference and information services at the point and moment of need
Audience & Purpose
● Training and hands-on practice
● Service parallels Library hours
● Widely promoted○ Widget prominently placed on
Homepage○ Button on Library webpages○ SAIT News○ Library Instruction (message
bombing)
Implementation
Working well:
● 759 'substantive' chats = about 25.3/week
● Staff have adjusted
Improvements:● Widget available on every page● Embedding in catalogue and
vendor pages
Assessment
Implemented● AddThis: sharing● Poll Everywhere: polling (natch)● Xtranormal: light-hearted videos
Played with but passed on:● Conduit: building mobile apps● WidgetBox: apps & widgets
Ancillaries & Also Rans
Integrating access points on the Library's: ● Website● Mobile Site
Bringing it all Together
Kristian McInnis
@kristianmc
Thank You