University of Sunderland Library Services Quality Model Campaign 2012-2013 Kay Grieves & Michelle Halpin

our e-resources are available anytime, anywhere

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we have varied learning spaces

The Murray Library

St. Peter’s Library

Adventurethrough our learning spaces sharingthe magic with others!

Share the magic and be in with a chance to with one of these sparkly prizes

iPad Mini . Amazon Voucher . Printing Credits

SHARE AND WIN!!

You can share by posting a sparkly

comment card in the library spaces

or online via our facebook and twitter pages.

in this

S ILENTSPACE

facebook.com/UniOfSunLibtwitter.com/UniOfSunLib

Share the magic and be in with a chance to with one of these sparkly prizes

iPad Mini . Amazon Voucher . Printing Credits

SHARE AND WIN!!

Share why you like your favourite

library space and how it helps you.

University Library ServicesUniversity Library ServicesUniversity Library Services

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share your ideas and shape your library service

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STUDENT VOICES

Share the adventure by getting involvedwith our online sharing channels:

TWITTER . FACEBOOK . LIVECHAT . MY SUNDERLANDSUBJECT BLOGS . FEEDBACK DATABASE

Join in with our conversations and experiments throughout January and February

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no matter how you reach us, we offer an equitable experience

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our learning spaces vary and change to match your needs

SHARE YOUR LIBRARY15 SECONDS OF ALL OUR WORLDS IN 15 DAYS

LIFE

15JOIN OUR

SHOWCASE

POST IT ON OURTWITTER &

FACEBOOK PAGES

S E C O N D S

MAKE A 15 SECOND VIDEO

TO SHARE YOUR LIBRARY WORLD

BE PART OF THE BIG PICTURE

facebook.com/UniOfSunLibtwitter.com/UniOfSunLib

U N I V E R S I T Y L I B R A R Y S E R V I C E S

what’s your way?

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STAFF TO HELP YOU . 24/7 LIBRARY OPENING HOURS . LAPTOPS TO BORROW TECHNOLOGY TO HELP SHARE LEARNING . NEW ‘POP-UP’ QUIET SPACES . BOOKABLE SPACES SPACES TO LEARN TOGETHER . QUIET & SILENT SPACES TO THINK AND REVISE TOGETHER . CAFE TO TAKE A BREAK . SPACES TO RELAX

night or day, on your own or with friends, we’re here for you this exam time

new pop up quiet spaces!

UNIVERSITY OF SUNDERLAND LIBRARY SERVICES

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library welcome . getting started basics . our friendly ethos

QUALITY PROMISEKNOWING OUR CUSTOMERS

WHENAPRIL & MAY

THEMEREVISING IN THE LIBRARY - WHAT’S YOUR WAY?

IMPACT & CONVERSATIONPOST-IT NOTE COMMENTS AT DISPLAY POINTS . SHARING THROUGH OUR ONLINE CHANNELS . SPACE SHARING CARDS . #LIBPOP

CONTEXTUALISATION• LIBRARY ASSISTANT FRONT-LINE TARGETED

SUPPORT• LIBRARY ASSISTANT SPACE ZONING•POST-IT NOTES SHARING CUSTOMER

COMMENTS•ONLINE FB POSTS, LIKES AND TWEETS

STAFF DEVELOPMENT• LIBRARY ASSISTANT TROUBLESHOOTING

PLANNING•MFD DEVICE PROCESS TROUBLESHOOTING•SPACE ZONING

QUALITY PROMISEEQUITY

WHENMARCH

THEMESHARE YOUR LIBRARY LIFE / BE PART OF THE BIG PICTURE

IMPACT & CONVERSATIONLIBRARY STAFF MAKING TOUR MIDEOS . FB POSTS, LIKES AND TWITTER TWEETS

CONTEXTUALISATION• LIBRARY ROADSHOW TOUTS•SURE TOUTS• LIBRARY ASSISTANT TOUTS•SUBJECT LIBRARIAN TOUTS•SPECIAL COLLECTION TOUTS•E-RESOURCES & COLLECTION TOUTS

STAFF DEVELOPMENT• LIBRARY ASSISTANTS MAKING TOUT VIDEOS• SUBJECT LIAISON LIBRARIANS

QUALITY PROMISEFEEDBACK & COMMUNICATION

WHENJANUARY & FEBRUARY

THEMESHARING MAKES IDEAS GROW

IMPACT & CONVERSATIONINCREASE IN FB AND TWITTER FOLLOWERS . TWITTER BACKCHANNEL ENGAGEMENT . TWEETS AND FB POSTS, LIKES . CAPTURED IN STORIFY

QUALITY PROMISELEARNING SPACES

WHENDECEMBER

THEMEFIND YOUR SPACE TO SPARKLE

IMPACT & CONVERSATIONHOW DO LEARNING SPACES HELP YOU? . WIN AN IPAD . SHARE COMMENTS ON WISHING TREES, LINES AND ONLINE #SPARKLESPACE . STORIFY

CONTEXTUALISATION•GETTING STARTED DISCOVER & HELP•SINGLE SIGN ON• LIBRARY TOURS•ART & DESIGN COLLECTION

STAFF DEVELOPMENT• LIBRARY STAFF INTRODUCTION TO

CONVERSATION SESSIONS• LIBRARY STAFF COMPETITION

JUDGING SESSIONS

QUALITY PROMISERESOURCES & SKILLS FOR LEARNING

WHENOCTOBER & NOVEMBER

THEMEEBOOKS AT SUNDERLAND / OPEN ACCESS

IMPACT & CONVERSATIONLIBRARY WEBSITE ‘CLICKS’ . EBOOK DOWNLOAD STATS . FB LIKES & POSTS . TWEETS

CONTEXTUALISATION•MEDIA COMEDY FESTIVAL• SUBJECT BLOGS• SUNDERLAND INSTITUTIONAL

REPOSITORY BLOG POSTS

STAFF DEVELOPMENT•VLE UPDATE•OPEN ACCESS• SUNDERLAND INSTITUTIONAL

REPOSITORY

QUALITY PROMISECUSTOMER CARE & CUSTOMER SUPPORT

WHENSEPTEMBER

THEMEGETTING STARTED

IMPACT & CONVERSATIONNEW FACEBOOK (FB) / TWITTER LIKES, FOLLOWS & POSTS

CONTEXTUALISATION•GETTING STARTED DISCOVER & HELP•SINGLE SIGN ON• LIBRARY TOURS•ART & DESIGN COLLECTION

STAFF DEVELOPMENT• GETTING STARTED DISCOVER & HELP• SINGLE SIGN ON• LIBRARY TOURS• ART & DESIGN COLLECTION

CONTEXTUALISATION•SUBJECT LIBRARIANS INCORPORATING

TWITTER BACKCHANNELLING INTO SUBJECT SUPPORT SESSIONS

•SUBJECT SPECIFIC MESSAGE VIA TWITTER & FB

•JUSTCITE SESSIONS TWITTER BACKCHANNEL• LONDON CAMPUS TWEETS

STAFF DEVELOPMENT• LIBRARY ASSISTANTS INTRODUCTION TO

TWITTER•SUBJECT LIAISON LIBRARIANS TWITTER &

BACKCHANNELLING

feedback and communicate with us in ways that suit you

SHARING OUR ADVENTURES IN CONVERSATION2012 Adventures

Huddersfield UniversityUniversity of East Anglia

CILIP UCR Conference at Newcastle UniversityDurham University

CILIP PPRG Marketing Excellence Award EventInternet Librarian International (ILI) Conference, London

Goldsmiths College, LondonBirmingham University

More Adventures in 2013

Anglia Ruskin University, Cambridge CILIP ARLG East Midlands

International Performance Management Conference, University of York

ARLIS Conference, Bristol UniversityLiverpool University

Month & Promise Context Conversation Benefit to Customer Delivery Mechanisms Sharing & Impact Staff Development

start of new academic year

introduce new students to our range of library service offers

» get started in 6 easy steps

» get help quickly at our welcome desks

» library welcome desks and induction welcome events in library, faculty and partner college buildings

» branding applied to new library guides, posters, getting started infographic, digital displays, welcome desks, facebook banner, twitter background and profile picture

» facebook & twitter conversational tools share planned messages

» number of new likes and follows during conversation. type and range of facebook posts and tweets

» online conversational tools enabled customers to share comments and opinions

» Discover online resource search system

» Single sign on

assignments due - customers need to use library resources

global event: open access

NSS feedback suggest focus on electronic resources as limits on hard copy stock availability

promote our eBook and open access resources as always available alternative to supplement hardy copy stock

» save time - read online now

» don’t wait for reserved items

» eBook availability wherever our customers are and whenever they wish to access them

» facebook and twitter as conversational tools to reach off campus and on campus customers

» branding applied to conversational tools and within library via posters, reservation flyers and web icons

» web icon linking from library homepage to 10 most popular eBooks

» shelf edge ‘wobblers’ wihtin library buildings - QR code points to ebooks in library catalogue

» number of link icon clicks on library homepage

» statistical analysis of ebook useage over campaign conversation period and acconompaying changes to reservation / waiting list stats

» customer sharing / comments via our online conversational tools (twitter / tumblr blogs / facebook)

» Outlook calendar system

» Saving and retrieving files

» Subject databases: Art

» Subject databases: Business

» The VLE

» Open Access Resources

» SMART Technologies

» Online Booking System

assignment and exam period

winter holiday

promote range of learning spaces and show how different types of space can be used to assist learning and study

» find learning spaces that help you reach your potenial

» identify location of different types of spaces

» understand how spaces can be used to help learning and study

» in-house displays where customers can post a comment detailing their favourite learning space and how it helps them learn / study

» customers share online via facebook and twitter

» storify used to archive customer comments

» branding applied to online conversational tools and within library via posters, digital displays

» physical sharing ‘trees’ and ‘wishing lines’ within library building enabled customers to post and share comments / opinions

» online conversational tools also enabled customers to share comments and opinions

» Storify used for first time to record and develop narrative of customer conversation comments

» Learning Spaces Conversation

» Judging Learning Spaces Competition

NSS preparationpre-spring

sharing makes ideas grow - join our adventures in conversation

» share ideas and shape library services

» further develop conversational tools that customers prefer to use

» enhance learning support experience

» backchannelling - library twitter used as teaching support: pre-during-post sessions

» increased twitter use achieved by targetted engagement of library staff types: staff development and staff briefing sessions




» Storify used to record and develop narrative of customer conversation comments. Sharing of narrative with library staff illustrates impact of customer conversations and staff engagement / activities

» Introduction to Twitter

» Using the MFDs and printers

» Inter-library loans

» Knowledge Base Launch

» Prism Enhancements

mid year

providing an equitable quality of service to all our customers regardless of location and time they choose to use our services.

» feeling part of the ‘big picture’

» enhancing quality of service out of hours and online / off campus

» identifying with who staff are - experiencing a more ‘human’ online interaction

» making 15 second videos and sharing them online


» customer sharing / comments via our online conversational tools (twitter and facebook)

» measure number of video views online

» Equity Conversation: Making videos

» London Campus Developments

exam and assignment timeend of academic year

responding to changes in customer needs at exam time

» more quiet spaces during exam time

» responsive, prepared staff

» space use changes to reflect customer need

» creation of ‘pop-up spaces’ e.g. increased quiet / silent spaces

» customers sharing online via facebook and twitter


» sharing opportunities within library buildings


» sharing of pop-up customer comments in pop-up spaces

» Preparing for Exam Time session

» Staff Solution Briefings

» MFD Troubleshooting sessions

» Roving Support sessions

» Reflective practice sessions

DecemberLearning Spaces

MarchEquity

April & MayKnowing Our Customers

Oct & NovResourcesSkills for Learning

SeptemberCustomer CareCustomer Supp

Jan & FebFeedbackCommunication

2012/13 Quality Promise Campaign University of Sunderland Library Services

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EXPERIENCE

SUNDERLAND WINS GOLDNew Gold Standard for Marketing Excellence in Libraries CILIP PPRG MARKETING EXCELLENCE AWARD 2012/13

ULS Quality & Marketing Team won the CILIP Publicity and Public Relations Gold Award 2012/13 for their Adventures in Conversation: Quality Promise Campaign. This was the first gold awarded since 2009.

“The design and branding were outstanding - professional, attractive and making full use of all the flexibility of the brand. The concept as a whole was a brilliant idea, and it was flawlessly executed”. CILIP Judges Citation

“We don’t always award a gold. We reserve if for when we receive an entry like the quality of the one you provided. Since I have helped with the judging, yours is the only one we have awarded”. Davina Omar, CILIP Judge

“We all found it very inspiring! It was particularly impressive that you had started from a position of having no strategic marketing experience, yet managed to produce a toolkit that is the envy of many of us who have been involved in publicity work for some time!” Tonya Chirgwin, Chair of CILIP PPRG

“Congratulations on achieving a Gold Award for your submission to the PPRG Marketing Excellence Awards 2012.... so very well done on your outstanding achievement. Having viewed your submission I can see why it was so highly rated. It really does showcase some fabulous examples of the work you have done with students and for students during the last year”. Julie Mennell, Deputy Vice Chancellor, University of Sunderland

WHAT OUR CUSTOMERS ARE SAYING...

“Wow Internet Librarian 2012 is ending with one of the most inspiring sessions I’ve ever been to...so happy right now” @annaka ILI 2012 conference tweet

“Very interesting that Sunderland using Pinterest - early adopter in academic libraries” @AlisonMcNab ILI 2012 conference tweet

“I found your presentation and workshop very inspirational” Linda Dawes ARLG East Midlands 2013

University of Sunderland

E N H A N C I N G T H E

ADVENTURES IN CONVERSATION

Education

University of Sunderland Library Services Quality Model Campaign 2012-2013 Kay Grieves & Michelle Halpin