Suzanne Griffiths and RJ Daniels "Staying connected: what do our alumni want and how can we manage their expectations?"
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Suzanne Griffiths and RJ Daniels "Staying connected: what do our alumni want and how can we manage their expectations?"
- 1. Suzanne Griffiths Rachel Daniels Staying Connected: What do our alumni want and how can we manage their expectations
- 2. Workshop outline • Introduction • Alumni Library Services in the UK • Case study • Group activity • Report back and discussion • Resources and templates
- 3. Why are we here today? • We don’t have all the answers! • Lack of published material “Alumni engagement is a high, if not the highest, priority of any law school …. The literature is, in fact, almost devoid of any commentary focused on alumni services.” Kim Clarke, University of Calgary, 2010. • How are we actually adding to the (ex-)student experience? • Are we really giving alumni what they want? • What opportunities are we missing?
- 4. Quick show of hands… Round the room - who’s doing what for alumni • Does your university have an alumni association? If so, do you ever meet with them to discuss alumni needs? • Does your library have a specific service developed for alumni?
- 5. from Desk- Top survey conducted April-June 2012 Based on OU survey (Smith, Street and Wales) in 2006 •Communication between Alumni Office and Library •Visitor / External Users approach •Book-based on-site. Limited online access – a few more now offer ‘walk-in’ •Fee-based services – what benefits are alumni getting back? •“Historically the preoccupation with library services for alumni has been in offering access to book stock, but this does not set the alumni apart as a privileged and ‘special’ customer group in the same way that remote access to online resources does. It also sets an unwelcome divide between those who live within easy reach of the library…and those further afield – the majority in the case of Cranfield alumni.” Helen Wetherill, 2008.
- 6. Alumni Library Online Case Study: Cranfield University
- 7. Case Study: Background • Cranfield University • Postgraduate education and short course executive education • Schools in Management, Health, Applied Sciences, Engineering, and Defence & Security • 3,800 students from 100 countries enrol annually • Active alumni membership of 15,000
- 8. Service Models • University Alumni Library Online Service • Two Tier Service (2006-2011) • £49 – access to subscription databases • Free – access to free resources • One Tier Service (2011- onwards) • Free – includes access to fewer subscription databases • School of Management – Knowledge Interchange • £250 per annum – premium business databases, guides, book summaries and faculty podcasts
- 9. Alumni Library Online • http://www.cranfield.ac.uk/library/cranfield/support/alumni/ • Focus • Online service only, no book loans • Resources supports personal/career development and staying up to date • No commercial use allowed
- 10. Range of Alumni Database Suppliers Used in Other Alumni Used at Cranfield Services • Business Source Alumni • Factiva Edition • OECD • ABI for Alumni • Web of Science • Emerald Extra/ • JSTOR Management First (KI) • Net Library • Refworks • Ebrary • Datamonitor 360 (KI) • Xreferplus • Get Abstract (KI) • Perfect Filings • One Source (KI) • Business Insights
- 11. Challenges • University • Conflict in library priorities • Strategy • Commitment • Staff resources • Definition of Alumni • Designing a survey • Budget Cuts/Funding • Resources
- 12. Successes • Membership tripled • Survey of Alumni • Cultivation of alumni staff • Marketing activities relationships • Setting up regular • Revamping the website communications with Alumni
- 13. Lessons Learned • Easy authentication systems and a good website design are important to Alumni • Regular contact with Alumni is necessary for encouraging use and engagement • Good relationships with Alumni Staff are critical for promoting the service • Budget cuts can be partially offset by sourcing free content that would be of interest to Alumni
- 14. Identifying and Managing Alumni Needs Matching or Managing Identifying Needs alumni needs • Track alumni inquiries • Decide what your service • Survey alumni can and cannot support • Run a focus group • Be specific in your • Talk to your university communications and alumni services website • Ask alumni to accept terms and conditions of use
- 15. Future Developmen t • Blanket Enrolment - (opt out, not in) • Funding Proposal • One off funding for E books • Website location • Staying up to date for Alumni • Journal Ranking Lists • Reading Lists • Promoting journals in alumni resources • Quarterly newsletter
- 16. Group Activity
- 17. Group Activity • Split into groups – each to consider a different alumni theme • In your group, reflect on your own or your institution’s alumni experience
- 18. Alumni Cycle
- 19. Group Activity: Group One Topic: Value You have 10 minutes to discuss the following questions. Please prepare a flip chart sheet and nominate one of your group to present the feedback. 1. What is the value of alumni to your • Institution • Library 2. What library services could you offer to alumni that they would value?
- 20. Group Activity: Group Two Topic: Strategy You have 10 minutes to discuss the following questions. Please prepare a flip chart sheet and nominate one of your group to present the feedback. 1. What factors will you need to consider to develop your alumni strategy? 2. What strategy could we employ to negotiate with our suppliers for alumni resources / services?
- 21. Group Activity: Group Three Topic: Measuring Impact You have 10 minutes to discuss the following questions. Please prepare a flip chart sheet and nominate one of your group to present the feedback. 1. Do you know what your alumni want? How do you find out? 2. How could you measure the benefit of your library service to alumni?
- 22. National Dialogue • Amongst Librarians • Any interest in an alumni library service listserv or group? • With Suppliers • JISC/Eduserve – Consortium level • One to one
- 23. Moving Forward… • Can you identify one idea from this session that you can explore at your institution?
- 24. Summary • What do Alumni want? • Value and to be valued • How do we manage expectations? • Be clear what we can and cannot offer • Why should we stay connected with Alumni? • Benefits everyone • Why end a good relationship?!!
- 25. What next? • What next...... • Fill in the contact form if you want us to email you the group comments and updated survey • Review the list of resources in your delegate pack • Please email us or talk to us if you have any comments or questions • s.t.griffiths@cranfield.ac.uk • r.j.daniels@cranfield.ac.uk
Editor's Notes
- We are NOT experts! Just want to get Alumni back on the agenda. We’ve been considering these issues Scant information published – Why? Are we stagnating? We have supplied you with reading list!
- If not, don’t panic as you are probably no worse off than any other university library!! In the workshop 10/10 had an Alumni Association, 2/10 discussed alumni needs with them, 0/10 had specific alumni library service
- Very little apart from URLs! What message does it give to alumni? Easier to not permit online access due to all the licence restrictions. Show of hands – how many of us still live within easy reach of our university? Wells’ survey in 2008 of 102 top US schools showed that only 18 currently offered alumni remote access to databases.