simple communication: how we’ve changed advertising, request forms, and notifications to make the...
DESCRIPTION
Presentation given at the Great Lakes Resource Sharing Conference, Perrysburg, OH, June 2014TRANSCRIPT
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Simple CommunicationHow we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions.
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Derek Malone
Ohio University LibrariesBorrowing & Document ExpressILLiad - hosted by Atlas
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Alden Library
● 2 staff members● 1 student employee (fall/spring)● 30,406 transactions in 2013● 13,963 borrowing/doc del, 16,443 lending● transaction increase of 29% from 2010
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Simple communication
How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions.
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Simple communication
ACRL Research Planning and Review Committee - 2012 top ten trends in academic libraries
User behaviors and expectations
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Simple communication
● We don’t want to be considered “hard to use”
● Already the “last resort”● convenience through communication
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Simple communication
We’ll cover● our change in Web forms● our implementation of text messaging● our QR code advertising● our plans for the future
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Web presence
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Web presence
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Web forms
● could ask for a lot by default (ILLiad)● hadn’t really considered making a change
with them ● I don’t know what to put in the
_____________ space● cuts based on library type & user needs
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Web forms
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Web forms
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Web forms
● Ignored
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Web forms
● MUST provide
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Web forms
● Not wanted after - rarely, if ever changed
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Web forms
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Web forms
Before
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Web forms
After
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Web forms
Gone● Don’t abbreviate citation● MUST provide volume● Not Wanted After date● Accept other than English● Detailed notes explanation
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Web forms
4 requirements6 electivesnotes
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Web forms
book request is similar
2 requirements4 electivesnotes
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Web forms
Questions?
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Text messaging
What do you bring?
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Text messaging
92.44%
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Text messaging
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Text messaging
82.62%
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Text messaging
82.62%, greater than● telephone● email● social media● any others combined
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Text messaging
teach email as a primary communication?
“I don’t check my email”
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Text messaging
Emailing = Texting
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Text messaging
● phone numbers have emails associated with them
● at OHIO ILL we use 5 carrier emails in our text sign-up
● AT&T, Boost, Sprint, T-Mobile, Verizon
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Text messaging
● @txt.att.net● @myboostmobile.com● @pm.sprint.com● @tmomail.net● @vtext.com
Example: [email protected]
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Text messaging
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Text messaging
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Text messaging
Web form view
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Text messaging
mobile view - from iPhone5
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Text messaging
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Text messaging
1st text message from ILL
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Text messaging
Our email notices include:● availability (article & material delivery)● overdue● return w/reason
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Text messaging
● note character limits when sending group texts and notifications (140 SMS)
● Verizon limit
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Text messaging
Overdue notice
Old email template
In a text?
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Text messaging
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Text messaging
New overdue notice
Formatted fortext messaging
Important stuff first
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Text messaging
Important stuff early
Quick info in text
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Text messaging
Email view
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Text messaging
Article delivery
Mostly the same
Link placement paramount
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Text messaging
Clean/quick email
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Text messaging
Physical material
Again, same idea
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Text messaging
Texting with ILLiad
http://www.slideshare.net/derekryma/the-right-txt-implementation-of-text-messaging-for-interlibrary-loan-at-ohio-university
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Text messaging
What we’ve learned● texting = emailing● emailing has improved
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Text messaging
texting student employees - remind101.com
http://www.slideshare.net/derekryma/ssig-presentation-1
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Text messaging
Questions?
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QR advertising
Why?
92.44%
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QR advertising
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QR advertising
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QR advertising
link to mobile sign up page
http://www.qrstuff.com/
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Future plans
● fully-functional mobile environment● routing/retrieving & notifying throughout
the day/night● possible message outlet expansion?