A visual overview of University Library Services, Sunderland Quality Model Campaigns over the academic year 2012-2013 Kay Grieves & Michelle Halpin

1. our e-resources are available anytime, anywhere
SKILLSFORLEARNINGRESOURCES
we have varied learning spaces
The
Murray
Library
St.
Peter’s
Library
Adventure
through our learningspaces sharing
the 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
SILENT
SPACE
facebook.com/UniOfSunLib
twitter.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
LEARNINGSPACES
COMMUNICATIONFEEDBACK
share your ideas and shape your
library service
w!
Share the adventure by getting involved
with our online sharing channels:
TWITTER . FACEBOOK . LIVECHAT . MY SUNDERLAND
SUBJECT BLOGS . FEEDBACK DATABASE
Join in with our conversations and experiments
throughout January and February
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
EQUITY
no matter how you reach us, we offer an equitable experience
KNOWINGOURCUSTOMERS
our learning spaces vary and change to match your needs
SHARE YOUR LIBRARY15 SECONDS OF ALL OUR WORLDS IN 15 DAYS
LIFE
15
JOIN OUR
SHOWCASE
POST IT ON OUR
TWITTER &
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/UniOfSunLib
twitter.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
quietspaces!
UNIVERSITY OF SUNDERLAND LIBRARY SERVICES
CUSTOMERCARECUSTOMERSUPPORT
library welcome . getting started basics . our friendly ethos
QUALITY PROMISE
KNOWING OUR CUSTOMERS
WHEN
APRIL & MAY
THEME
REVISING IN THE LIBRARY
- WHAT’S YOUR WAY?
IMPACT & CONVERSATION
POST-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 PROMISE
EQUITY
WHEN
MARCH
THEME
SHARE YOUR LIBRARY LIFE / BE PART OF THE BIG PICTURE
IMPACT & CONVERSATION
LIBRARY 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 PROMISE
FEEDBACK & COMMUNICATION
WHEN
JANUARY & FEBRUARY
THEME
SHARING MAKES IDEAS GROW
IMPACT & CONVERSATION
INCREASE IN FB AND TWITTER
FOLLOWERS . TWITTER BACKCHANNEL
ENGAGEMENT . TWEETS AND FB
POSTS, LIKES . CAPTURED IN STORIFY
QUALITY PROMISE
LEARNING SPACES
WHEN
DECEMBER
THEME
FIND YOUR SPACE TO
SPARKLE
IMPACT & CONVERSATION
HOW 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 PROMISE
RESOURCES & SKILLS FOR LEARNING
WHEN
OCTOBER & NOVEMBER
THEME
EBOOKS AT SUNDERLAND / OPEN ACCESS
IMPACT & CONVERSATION
LIBRARY 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 PROMISE
CUSTOMER CARE &
CUSTOMER SUPPORT
WHEN
SEPTEMBER
THEME
GETTING STARTED
IMPACT & CONVERSATION
NEW 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

2. SHARING OUR ADVENTURES IN CONVERSATION
2012 Adventures
Huddersfield University
University of East Anglia
CILIP UCR Conference at Newcastle University
Durham University
CILIP PPRG Marketing Excellence Award Event
Internet Librarian International (ILI) Conference, London
Goldsmiths College, London
Birmingham University
More Adventures in 2013
Anglia Ruskin University, Cambridge
CILIP ARLG East Midlands
International Performance Management
Conference, University of York
ARLIS Conference, Bristol University
Liverpool 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 preparation
pre-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
» branding applied to online conversational tools and within library via posters, digital displays
» customers share online via facebook and twitter
» customer sharing / comments via our online
conversational tools (twitter / tumblr blogs / facebook)
» 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
» customers share online via facebook and twitter
» 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 time
end 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
» branding applied to online conversational tools and within library via posters, digital displays
» sharing opportunities within library buildings
» customer sharing / comments via our online
conversational tools (twitter / tumblr blogs / facebook)
» 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
December
Learning
Spaces
March
Equity
April & May
Knowing Our
Customers
Oct & Nov
Resources
Skills for Learning
September
Customer Care
Customer Supp
Jan & Feb
Feedback
Communication
2012/13 Quality Promise Campaign University of Sunderland Library Services
BENEFIT
ST
RATEGY
IMPACT
TEAM
SHARE
ADVOCACY
C
O
NTEXT
VALUE
AM
PLIFY
QUALITYOF OUR CUSTOMERS
LIBRARY SERVICES
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