Customer Relationship Management within Library using Social Networking Tools
Social Networking and Your Library
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Transcript of Social Networking and Your Library
Presentation for WRSLAI, 11th June, 2012, Galway. Eddie Byrne, Dublin City Public Libraries
Social Networking and Your LibrarySocial Networking and Your Library
Social Networking and Your LibrarySocial Networking and Your Library
Social Networking is…
the act of connecting via social media.
Social Media is…
the technology / the platform / the channel
…used to interact socially and to create content
Social Media is about…
Building Relationships
Building Content
Interacting Online (with Library Users)
Social Media equates with Social Interaction, equates with Conversation
Social media is a dialogue, NOT a monologue
Includes:
Social networks
Blogs
Micro-blogging
Forums
Wikis
Podcasts
Social Bookmarking
Digital Content (audio, video)
Channels:
YouTube
Flickr
Slideshare
Google+
Platforms:
Wordpress
Netvibes
SurveyMonkey
CMS / Blog software
Social Networking and Your LibrarySocial Networking and Your Library
Network:
Ning
Hi5
Google+
Microblog:
Tumblr
Discuss:
Meebo (discontinued 16/07/12!)
Digsby
Forums
Skype
MSN
Share:
YouTube
flickr
slideshare
Delicious
Publish:
Wordpress
Blogger
Wiki
Blogs/CMS
Netvibes
Social Networking and Your LibrarySocial Networking and Your Library
• Why do it?Why do it?
• Are there benefits for the Library?Are there benefits for the Library?
• What are the initial considerations?What are the initial considerations?
• What are the Issues / Risks?What are the Issues / Risks?
• Will people use it?Will people use it?
5
Social Networking and Your LibrarySocial Networking and Your Library
Engaging with Social Media
The WHY Question
Why care?
• Numbers using social technology
• Numbers visiting social networks
• The most popular online activity
• Social media users expect organisations to have a presence
“The conversation will take place regardless, better to be part of it”
Social Networking and Your LibrarySocial Networking and Your Library
• 84.2% of Irish Internet Users use Social Networks (Dec’10)
• 77% of all Irish Internet Users use Facebook
• 50% of Irish population over 15 years use Facebook (c.1.75m)
Your organisation’s
website
world wide web
Location
Location
Location!
Where people are at
Social Networking and Your LibrarySocial Networking and Your Library
Engaging with Social Media
The WHY Question
Why, what are the benefits?
• Gives the library a wider web presence• Sharing information• Service Promotion / Marketing Opportunities• Cost effective communications / Economical way of engaging• Rapid dissemination of information / efficiencies• Speedy feedback• Attract users• Retain users• Build online communities• Leveraging free technology
Social Networking and Your LibrarySocial Networking and Your Library
Engaging with Social Media
*** Secure management support ***
Think…Where are our users?Who are we trying to reach?
Goals?e.g.- Raise awareness- Drive website traffic- Provide multiple means of accessing information- Generate interest and enthusiasm in your service
Social Networking and Your LibrarySocial Networking and Your Library
Planning and Managing Social Media
Do you have a plan?Develop a Social Media Strategy.Identify suitable channels to use.How will we use the different channels?Who will do it?Internet Access / FirewallsSetting up AccountsSM Policy for staffSM policy for library usersPolicy on… - Posting- Moderation- Comments- Updates – how often?Risk management / Social Media Crisis Plan
Social Networking and Your LibrarySocial Networking and Your Library
Planning and Managing Social Media
Social Media Policy for Staff – Why?
Outlines the corporate guidelines in communicating with the publicHelps staff understand what they can and can’t do online (ground rules)Protects the organisation against risks
Policy Tips:-Be specific – detail information never to be postedEducate the employeeUpdate other policies accordinglyDiscuss consequences
Social Networking and Your LibrarySocial Networking and Your Library
Dublin City Council - Social Media Content Policy (public-facing)
We want you to feel comfortable using our social media sites. The conversation should be respectful and contain language that is appropriate for all groups and all ages.
We reserve the right to remove comments that are obscene, indecent; contain threats or personal attacks of any kind; are defamatory, libellous or contain ad hominem attacks; contain offensive terms directed to ethnic or racial groups; or promote or endorse a product or service.
We encourage all users of our social media sites to act respectfully to other users.
Our official social media sites are manned Monday to Friday 9am to 5pm. We will not reply to every individual question or comment, but will usually reply to a theme that emerges based on comments received.
Individual enquiries can be dealt with by emailing … or by ringing telephone number … (8:30am to 6pm Monday to Friday).----------------------------See also Meath Co. Co. Social Media Policy - http://bit.ly/Mz1gDK
Social Networking and Your LibrarySocial Networking and Your Library
Planning and Managing Social Media
Risks
• Potential for data loss or misuse • Risk of service malfunction/interruption• Risk of complete loss of service• Legal Risks
Disadvantages
• Reliance on third parties with whom there may be no contractual agreements• Loss of Control• Forced Ads• Hidden Costs / Free v Premium Services
Cases in Point
• Pageflakes Experience• Delicious change of ownership• YouTube video length limitation• Twitter – rss feed not easily obtained• Wordpress – introduction of adverts• Netvibes – unsuitable for children’s desktop• Slide.com, bloglines, odeo – gone• Meebo shutting down, 11, July 2012• Flickr – annual cost c.€20• Premium services
Social Networking and Your LibrarySocial Networking and Your Library
Planning and Managing Social Media
Legal Risks and Protocols
DefamationPrivacyCopyrightBrand and Image ProtectionData ProtectionEmployment LawVicarious LiabilityEmployees’ Responsibilities
To moderate or not to moderate…?
Dealing with complaints
Social Networking and Your LibrarySocial Networking and Your Library
Planning and Managing Social Media
Implement Prudent (Legal) Risk Management Strategies
- Raising Awareness- Internet / Social Media Usage Policy- Protocols for Posting Online- Terms and Conditions on Website / SM Presence- Expeditious response to take down requests (without prejudice)
“Staff contributing stories to the library blog do so in their capacity as employees of Dublin City Council, and as such do so for business purposes only. Contributing writers must not publish any content that could, potentially or otherwise, impact on the reputation and good name of Dublin City Council. It is every staff member’s duty to use Dublin City Council’s resources responsibly, professionally, ethically, and lawfully.”
Social Networking and Your LibrarySocial Networking and Your Library
Planning and Managing Social Media
Risk Reduction Measures
• Use established services• Risk Assessment and Management Plan• Identify alternatives• Perform Backups• Migration Issues• Monitor web presences regularly
Social Networking and Your LibrarySocial Networking and Your Library
Planning and Managing Social Media
Do not… create without a planDo not… leave page idleDo not… post too muchDo not… post inappropriatelyDo not… ignore comments, criticisms, questionsDo not… get pulled into confrontationsDo not… ignore your other duties
Do… link accounts together
Be courteousBe aware you are representing your organisation
Social Networking and Your LibrarySocial Networking and Your Library
Resource Demands
- Who- Skills- Time Factor- Training- Service / Software Costs - Ancillary Software (e.g. media editing)
What are your capabilities?Do you have someone to administer the SM Plan?Who will update it?
Social Networking and Your LibrarySocial Networking and Your Library
Measuring Success
- Analytics- Measure, Review, Revise
InsightsNo. of ‘Likes’, ‘Followers’, ‘Subscribers’People talking aboutEngaged usersTotal reachRetweets (RT)MentionsNo. of ViewsReferralsDemographics
twittercounter.com
Social Networking and Your LibrarySocial Networking and Your Library
The reach of a Tweet!
Social Networking and Your LibrarySocial Networking and Your Library
Dublin-based Mo has 452 followers
Social Networking and Your LibrarySocial Networking and Your Library
Thank You
Eddie Byrne
Dublin City Public Libraries & Archive
Tel 01 6744831Email: [email protected]
Twitter: @ebyrne41LinkedIn: http://ie.linkedin.com/in/ebyrne41
Slideshare.net: ebyrne41
Presentation for WRSLAI, 11th June, 2012, Galway. Eddie Byrne, Dublin City Public Libraries
Next up…
2.Dublin City Public Libraries & Archive – Social Media Presences3.Social Media equates with Social Interaction, equates with Conversation4.Twitter5.Case Study – Image Galleries6.Case Study - Netvibes
Social Networking and Your LibrarySocial Networking and Your Library
Dublin City Public Libraries & Archive
Social Media Presences (some of!)
YouTube
flickr
delicious
slideshare
Netvibes
~
Library Portal
Vimeo
Library Blog
Library Blog
~www.dublincitypubliclibraries.com
Other blog-based sites
Visit:
Facebook: https://www.facebook.com/DublinCityPublicLibrariesTwitter: http://twitter.com/#!/dubcilibSlideshare: http://www.slideshare.net/dubcilib/Vimeo: http://vimeo.com/dubcilibYouTube: http://www.youtube.com/user/dubcilibflickr: http://www.flickr.com/photos/dublincitypubliclibrariesdelicious: http://delicious.com/dublincitypubliclibrariesNetvibes: http://www.netvibes.com/dublincitypubliclibrariesCommunityWalk: http://www.communitywalk.com/DublinCityPublicLibraries
Library Blog: www.dublincitypubliclibraries.comDublin: One City, One Book: http://www.dublinonecityonebook.ie/North Strand Bombing Reminiscences: http://northstrandbombing.wordpress.com/Shelbourne FC Red Reminiscences: http://dublinsportsarchive.wordpress.com/
Social Networking and Your LibrarySocial Networking and Your Library
Next up…
3.Social Media equates with Social Interaction, equates with Conversation4.Twitter5.Case Study – Image Galleries6.Case Study - Netvibes
Social Networking and Your LibrarySocial Networking and Your Library
Social Media equates with Social Interaction, equates with Conversation
Social Media is about…
Building Relationships
Building Content
Interacting Online (with Library Users)
Commenting, Tagging, Sharing
Conversation
Conversation
Listening
Content Creation
Next up…
4.Twitter5.Case Study – Image Galleries6.Case Study - Netvibes
TwitterTwitter
Social Networking and Your LibrarySocial Networking and Your Library
…embedded in other locations.
Social Networking and Your LibrarySocial Networking and Your Library
HootSuite
Monitoring your Social Networks
Retweets
Replies
Favourites
also…also…• Twitter Search (+ Advanced)Twitter Search (+ Advanced)• SeesmicSeesmic• Tweetdeck (install)Tweetdeck (install)• WhathashtagWhathashtag• Monitter (or Twitterfall)Monitter (or Twitterfall)• Bit.ly (account + browser extension)Bit.ly (account + browser extension)
Social Networking and Your LibrarySocial Networking and Your Library
Next up…
5.Case Study – Image Galleries6.Case Study - Netvibes
Case Study - Image GalleriesCase Study - Image Galleries
> 1500 Images
www.dublincitypubliclibraries.com
1,691 followers (05 Jun 2012)
1,157 likes (08 Jun 2012)
Dublin City Public Libraries’ Blog and Image Gallery SiteApril – October 2010
> 191,000 page viewsc.26,000 visits
> 8,300 visits from referral sites, of those:c.1,900 referrals from Facebook (1,400 referrals to Image Galleries)c.1,700 referrals from discussion forums (most to Image Galleries)
c.300 referrals from Twitter (c.80 referrals to Image Galleries)83 referrals from flickr
135 Fb likes
‘Dublin in the Rare Oul’ Times’ Image Gallery
Posted notice on Facebook 17 Oct – within 24 hours,45 referrals to Gallery from Fb. (98 referrals to whole site)
11 Fb shares, 8 Fb likes
Tweeted 18 Oct - within 24 hours,21 referrals to Gallery from Twitter
1 Retweet
Conversation around the Images
Conversation around the Images
Conversation around the Images
Flash in the Pan? Here we are again......brilliant, mind you the Doc should've been arrested by the fashion police for the chequered suit ...great site
Brilliant stuff! Memories :-)
I love it! More of this please!
Quality dcpldigital.
absolutely fantastic site,
A few years before my time but amazing pictures and to put faces on the lads… thank you for this great display.
brilliant, brings back sooo many memories…
Great stuff. Lots of flashbacks in there! Maybe in 35yrs they will do another one on Dublin hurlers. Starting with NHL Final 2011 -:) Up the Dubs.
Classic stuff - thanks for posting.
Thank you for putting these photos on the forum .
been looking as well .number 8 is walden motor company . where i "worked" 1969 to 1980. excellent photos
Another brilliant collection, every one of the pics are enjoyable, keep up the good work.
Terrific collection great addition.
Engagement
…from boards.ie…also dublin.ie
forums… http://bit.ly/Lj1E8k
Slideshow of photographs,
accompanied by oral
reminiscences.
Video created from images and
audio using ProShow Gold.
Video hosted on YouTube, embedded elsewhere.
Dublin City Archives’ North Strand Bombing Reminiscences Oral
History Project.
http://northstrandbombing.wordpress.com/video/
Next up…
6.Case Study - Netvibes
www.netvibes.com/dublincitypubliclibraries
Case Study - NetvibesCase Study - Netvibes
Why?Why?
• To facilitate centralised management of the Internet desktop on all To facilitate centralised management of the Internet desktop on all public access PCs (200+) across 21 locationspublic access PCs (200+) across 21 locations
• To provide a value-added product for our Library Web UsersTo provide a value-added product for our Library Web Users• To provide greatly enhanced access to a range of select resources To provide greatly enhanced access to a range of select resources
• To enable the promotion of library activities and services via the To enable the promotion of library activities and services via the public access Internet PCs public access Internet PCs
58
Social Networking and Your LibrarySocial Networking and Your Library
59
What is a LIBRARY Portal?
• Value-added Extension of the Library's main Website
• Virtual Resource Centre
Social Networking and Your LibrarySocial Networking and Your Library
ConsiderationsConsiderations
• Budget & Resources Budget & Resources • TimelineTimeline• Off-the-Shelf or Bespoke?Off-the-Shelf or Bespoke?• Hosting – Local or Remote? Hosting – Local or Remote? • Ease of Implemention & MaintenanceEase of Implemention & Maintenance• Adaptability, FlexibilityAdaptability, Flexibility• Performance – Stability, SpeedPerformance – Stability, Speed• PromotionPromotion60
Social Networking and Your LibrarySocial Networking and Your Library
61
Strengths of These Platforms
• Web based: there is no software to download
• Can be accessed from any computer anywhere
• Access to whole host of developed modules (widgets)
• Anything with an RSS feed can be added
• Can share content
• Can be made public
• Customisable. multiple tab capability
• Minimal technical knowledge required
Social Networking and Your LibrarySocial Networking and Your Library
Dublin City Public Libraries
62
Webpage widget
Link widget
UWA widget (html)
Weather widget
Stick your notes widget
UWA widget (html)
Risks?Risks?• Platform Failure (Interruptions to Service)Platform Failure (Interruptions to Service)• Platform Failure (Loss of Service)Platform Failure (Loss of Service)• Widget Failure (Malfunction)Widget Failure (Malfunction)• Failure of Associated Services (delicious, Twitter)Failure of Associated Services (delicious, Twitter)• Reliance on third parties with whom there are no Reliance on third parties with whom there are no contractual agreementscontractual agreements ( (Risk Assessment for Use of Third Party Web 2.0 Services: A UKOLN Risk Assessment for Use of Third Party Web 2.0 Services: A UKOLN
Briefing Document, QA Focus, Nov 2007.Briefing Document, QA Focus, Nov 2007.))
Risk ManagementRisk Management• Risk Management Strategy in PlaceRisk Management Strategy in Place• RSS BackupRSS Backup• Netvibes SupportNetvibes Support• Alternative Solution Ready to GoAlternative Solution Ready to Go63
Social Networking and Your LibrarySocial Networking and Your Library
Case Study - Netvibes
64
Visits: 1607
From Library Internet PCs: 1115
From Outside Library: 492 (Outside Ireland – 441)
475
87.8%
123
56.9%
144
56.9%
155
50.3%
124
54.8%
213
64.3%
373
70.5%Library =
+ + + + + +1732 =
572 – Outside Library406 – Outside Ireland
From Outside Library: 1064 (Outside Ireland – 847)
Jan – Mar 2010
Social Networking and Your LibrarySocial Networking and Your Library
65
Visits: 1607
From Library Internet PCs: 1115
From Outside Library: 492 (Outside Ireland – 441)
475
87.8%
123
56.9%
144
56.9%
155
50.3%
124
54.8%
213
64.3%
373
70.5%Library =
+ + + + + +1732 =
572 – Outside Library406 – Outside Ireland
From Outside Library: 1064 (Outside Ireland – 847)
Jan – Mar 2010
Social Networking and Your LibrarySocial Networking and Your Library
Referrals from Netvibes Page To:Referrals from Netvibes Page To:
66
Online Catalogue: 291
Ranking: No.3 of 52 sources
(no.2 – Borrowbooks.ie: 2426; no.4 Wikipedia: 89; no.5 Twitter 69)
dublincity.ie: 354
Ranking: No.27 of 2280 sources
(Libraries’ Pages – c.266)
(Jan - Mar 2010)
Usage
Social Networking and Your LibrarySocial Networking and Your Library
67
• once every other day
• twice or three times
Acknowledgement: Giada Gelli
Case Study - Netvibes
Bringing the user closer to the library.Bringing the user closer to the library.
To what extent do you think Web 2.0 tools, e.g. blogs, Netvibes, Facebook, Twitter, Flickr, are helping you get more involved in
your library?
29.3%
10.3%
24.1%
15.5%
20.7%
0.0%
5.0%
10.0%
15.0%
20.0%
25.0%
30.0%
35.0%
To a greatextent
To someextent
To a littleextent
Not at all No opinion
Giada Gelli, LAI/CILIP Conference April 2010
Dublin City Public Libraries
www.netvibes.com/dublincitypubliclibraries69
Support
Netvibes - a Success?Netvibes - a Success?
• Zero Financial Outlay in terms of Product Purchase / Zero Financial Outlay in terms of Product Purchase / MaintenanceMaintenance• Cost Measured in Terms of Staff Time OnlyCost Measured in Terms of Staff Time Only• Less Intervention Required by IT SupportLess Intervention Required by IT Support• Easy to Implement and MaintainEasy to Implement and Maintain• Product Fulfills Requirements (the Why?)Product Fulfills Requirements (the Why?)• Solution proving largely stable and flexibleSolution proving largely stable and flexible• Strategies in place in the event of interruptions/ failuresStrategies in place in the event of interruptions/ failures• People ARE Using It!People ARE Using It!70
Social Networking and Your LibrarySocial Networking and Your Library
71
http://www.netvibes.com/discoverycollegelibrary
Other libraries making use of Netvibes…
Social Networking and Your LibrarySocial Networking and Your Library
72
Libraries of the University of Groningen http://www.netvibes.com/ruglibraries#Bibliotheekzake
n
Social Networking and Your LibrarySocial Networking and Your Library
73
The Central Medical Library, University Medical Center Groningenhttp://www.netvibes.com/cmb
Social Networking and Your LibrarySocial Networking and Your Library
Social Networking and Your LibrarySocial Networking and Your Library
Thank You
Eddie Byrne
Dublin City Public Libraries & Archive
Tel 01 6744831Email: [email protected]
Twitter: @ebyrne41LinkedIn: http://ie.linkedin.com/in/ebyrne41
Slideshare.net: ebyrne41
Presentation for WRSLAI, 11th June, 2012, Galway. Eddie Byrne, Dublin City Public Libraries