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Learning Exchange May 15 - Broadening our horizons: from social media to live chat
- 1. Broadening Our Horizons @carlbarrow & @Mike_Ewen from @HullUni_Library
- 3. Our attitude 2010 The 10 rules of Social Media success (Or Not)
- 5. Our attitude today Be human! @HullUni_Library 17/04/15 - ‘EBSCO is back up to speed so there goes your excuse to head to the beer garden’
- 6. Are we right? We don’t know, maybe not, but we accept that
- 7. Most importantly we realised… Social Media isn’t about us, it’s about a community
- 8. So how did we get to 2015? - Took Social Media seriously (or less seriously) - Senior management buy-in - Created a Policy - Linked physical and online environments
- 9. Linked physical and online environments We brought online engagement onto the building
- 10. Include your message via a dedicated twitter account here
- 12. Photo or media wall showing twitter wall
- 14. The wider landscape The library co-exists, we are not alone
- 15. University Social Media Group Share best practice and drive the University’s agenda
- 17. Digital Literacy Framework Developing support around use of networking tools for research
- 18. Bridging the gap Support for students and support staff but what about academics?
- 19. Community Outreach Building relationships with local community through social media
- 20. Yorkshire Libraries SM Group Networking and idea pinching forum
- 21. Images 20140106-060748-_DSC9182.jpg Flickr (Uploaded by Foster Lightroom) https://www.flickr.com/photos/fosterlightroom/12360953824/sizes/k/ Fierce Vortex. Flickr (Uploaded by Nullfy from nullfy.com! ) https://www.flickr.com/photos/130197050@N04/16161289381/sizes/o/ Horsehead Nebula and surrounding areas in Hydrogen Alpha. Flickr (Upload by ramviswanathan) https://www.flickr.com/photos/ramv/8349113212/sizes/k/ Coastal Clouds– HDR . Flickr (Uploaded by freestock.ca ♡ dare to share beauty) https://www.flickr.com/photos/82955120@N05/7995241019/sizes/o/ Lego. Flickr (Uploaded by EJP Photo) https://www.flickr.com/photos/ejpphoto/2314610838/sizes/o/ Social Media Apps. Flickr (Uploaded by Jason A. Howie) https://www.flickr.com/photos/jasonahowie/8583949219/sizes/o/ Professional Framework. Flikr (Uploaded by ronramstew) https://www.flickr.com/photos/54996985@N00/5439941604 My Birthday Cake from Bake Chicago. Flikr (Uploaded by Bobbi Bowers) https://www.flickr.com/photos/b_2/5396054378/ Humber bridge South tower. (Wikimedia by Uncool Eddie) http://commons.wikimedia.org/wiki/File:Humber_Bridge00016.jpg Ready, Steady, Plans. Uploaded by Hull 2017 http://hull2017.co.uk The Wall at Castle Black http://history-behind-game-of-thrones.com/ancienthistory/the-wall Original Images were changed from colour to black & white for this presentation CC Attribution 2.0 Generic (CC BY 2.0) https://creativecommons.org/licenses/by/2.0/legalcode Attribution-NonCommercial-NoDerivs 2.0 Generic (CC BY-NC-ND 2.0) https://creativecommons.org/licenses/by-nc-nd/2.0/legalcode
Editor's Notes
- If you are using twitter and tweeting through this presentation you are free to use the hash tag #CarlandMikeAreAwsome – That’s perfectly okay To set the scene I want to talk about our attitudes to social media, what are our strategies?
- Time travel back to 2010
- Our attitude circa 2010 0r ‘The 10 rules of Social Media success (Or Not)’ If there is Social Media platform, get an account on it Start posting – people will engage! Be professional – don’t bring the Library into disrepute Be serious – Remember this is work Post about Library related things – people will be interested Don’t use Social Media as a support tool – It’s a big overhead Don’t answer questions Don’t respond directly to an individual, if you must, do it privately Turn a negative into a positive, we don’t want people saying bad things about us If you make a mistake, delete the message and repost And where we wrong? YES! VERY!
- Time travel back to 2015
- Our attitude 2015 Focus efforts! Don’t use Social Media platforms just because they exist, use them because that’s where your audience is and accept that might chance Accept that people don’t always engage! A good reputation takes time and you need to put effort in Be Human – everyone else is Don’t take yourself too seriously – if you do, others won’t Post about what your followers are interested in. Some of this might be library related Use as a support tool – use very much as a support tool Answers all questions…and accept feedback Respond to individuals, have conversations in public and let others participate Respond to negative comments – they are great feedback (and publicity) If you make a mistake, leave it and engage over it when it’s pointed out. It makes you human, it starts a conversation.
- We don’t know, maybe not, but we accept that. It’s working for us at the moment and we think we are moving in the right direction. Our voyage of discovery is moving in the right direction and we are continually learning and finding new things.
- I think most importantly we’ve realised the Social Media isn’t about us, it’s about a community and being part of the conversation. Perhaps one of our biggest marketing opportunities is being seen having those conversations and being seen to be human!
- We started to take online engagement more seriously, understanding that people didn’t always want to come into the Library, especially as it was a building site for a long time! Senior management accepted that Social Media was a very valid and useful tool (Sometime they now think too highly of it) We created a Social Media Polity, a physical document (Because people said we should) – It ticks a box and gives you a focus. It lets you get on with things. I think you need to be very fluid around your use of social media, it is a changing landscape are you need to chance with it. As we have over the past 5 years. It isn’t just us who changed, attitudes to Social Media and online engagement have changed generally. This has helped. Brought online engagement into the building
- We brought Social Media and our other online support tools together onto one single access platform in the building. We wanted our physical and virtual environments to work together and compliment each other. We have 26 Information Points in the building. It’s like having 26 members of staff there 24/7 (They don’t even need a lunch break)
- InfoPoint example. We used twitter as a tool to get information onto our info points!
- We included live facebook and Twitter followers on our digital signage, particularly the Media Wall in the café. These will update live if you click follow/like.
- These things help to promote and advertise in a more innovative way. We have people tweeting specifically to get something onto the Twitter Wall in the café.
- Just to give an idea of the setting
- If we wanted to be serious about this, we had to consider the wider landscape (Us, the wider University, Other Universities and the local community). We are just one element of that landscape. Going back to what I said before, it’s about being part of a community, being part of the conversation. The library co-exists with everything else.
- Very disparate picture across the University Varied levels of experience and involvement. Informal group formed to fill this gap and to allow users to share best practices. Library has led on the call for a social media management tool for the University – one central QMS to increase communication across Uni and to improve the student experience. Has been growing interest in other communication tools we use including our LiveChat service
- Social media social born out of group discussion around cake Sounds silly but this is where conversations/relationships/networks develop. You have to be present where and when these conversations are happening (whether that’s online or in person) if you want to play a role
- University of Hull are developing their Dig Lit skills provision – working collaboratively with other departments inc Careers and ICTD Communication tools are a central point of this – Developing sessions and online content around areas including Online Identity and Managing your Research Sessions allow users to discuss topics/themes and gain hands on experience with tools that are relevant to them. Focus is on allowing students to develop their own skills with supporting materials available if required. Focus on developing confidence with the themes rather than the tools
- A need within the university for staff training around the use of SM – can the Library fill this gap. Need to demonstrate the impact on T&L to justify providing training – easy to do around SM and use of technology – just need starting point. Creating an online course for students – repurpose this as a staff development resource? Use the University SM Group to identify the need for training and then drive the development.
- Place ourselves as a central part of the 2017 celebrations Identify innovative marketing approaches for events on campus Support local independent businesses to create relationships which help Library to promote services to non traditional audience