A presentation for the CPD25 event "Engaging Students: Obtaining And Using Feedback In Libraries And Universities" [http://bit.ly/YZnwJg]. 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.

1. designing a
better library
experience

2. [open with
OBVIOUS
statement]

3. “…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)

4. Responsibility
From: The State
To: The Individual

5. “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)

7. “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/

8. University?
Students?

9. Degree?

11. Students ≠ con$umer$
but…

12. Perception is
the key…

13. supermarkets
plus
horses
plus
burgers
equals
insecurity

14. “…the social bonding that occurs in
service relationships is likely to increase
customer dependence on the service
provider…”
source: bendapudi and berry, 1997

15. Open communication
TRON
commitment

16. confidence
communication
knowledge

17. Social Media
service user

20. 48% 87% of all adults use
social media
83%
of 16-24yrs
use social
media
of 16-24yrs
use email
source: office for national statistics, 2012 (http://bit.ly/15SwX4u)

21. whether you like it or not…
they are talking
about you

22. ACTIVE
…not passive

23. 2,000
people surveyed
36% used social media to
65%
contact a large company
believed social
media better than
call centres
source: fishburn hedges and echo research, 2012

24. it’s not just about listening, it’s about engaging

25. 29%
organisations
50%
consumers
respond to expect a
1%
Twitter response
complaints
would not have liked
it or hated it if they
received a response
83%
liked or loved
86% would have
getting a liked to have
response had a response
source: maritz research, 2011 (http://bit.ly/XTq8Mr)

26. I’m not happy…

27. turn a
into a
positive

28. engage
community
connect
improve

29. what are our
OPTIONS?

31. #hashtag
POWER

32. the library at #cccu need more books on
their shelves   #nothappy
was there anything in
particular you were looking
anything to do with Durkeheim for?
on suicide, every book is taken.
we do have an ebook by
Durkheim available here:
oooh  thanks    [URL]
no problem! hope we’ve turned
the #nothappy to #happy 

33. presence
awareness
confidence
commitment

34. location: Canterbury
search term: “library”

35. location search is vital but
TAKE CARE!

36. 293 44
followers
@ccculibrary
464 96tweets retweets

37. Relationship
let’s build on our

38. what now…
…communicate with your students
…develop a relationship
…build your service
…encourage their commitment

39. ian clark
@ijclark
ian@infoism.co.uk

40. slide 3: c/o bisgovuk on flickr http://flic.kr/p/83E1Nq
slide 6: c/o andrew moss photography on flickr http://flic.kr/p/ay1Arf
slide 7: c/o working word on flickr http://flic.kr/p/8zcJvK
slide 8: c/o philstephenrichards on flickr http://flic.kr/p/d7588G
slide 9: c/o leeds museums and galleries on flickr http://flic.kr/p/8JYCs8
slide 10: c/o aston university on flickr http://flic.kr/p/58HTCT
slide 12: c/o fiddle oak on flickr http://flic.kr/p/cQF8zL
slide 18: c/o id-iom on flickr http://flic.kr/p/btb7Gs
slide 19: c/o johann larsson on flickr http://flic.kr/p/7DLCjc
slide 39: c/o bethan on flickr http://flic.kr/p/85uKQh

41. references
bendapudi, 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