the university library communications plan · 2013-10-13 · australian university libraries, and...
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The University LibraryCommunications Plan
2013-2014
Contents
Introduction..................................................................................................................5
Clear Consistent Communication..................................................................................5
Responsibility...............................................................................................................5
Approval and Review.....................................................................................................5
Communication Plan Objectives....................................................................................6
Key Messages...............................................................................................................6
General Strategies.........................................................................................................6
Academic Staff............................................................................................................11
General Staff...............................................................................................................13
Internal Undergraduate Students.................................................................................16
External Undergraduate Students................................................................................20
Postgraduate and Higher Degree Students..................................................................22
International Students.................................................................................................24
Indigenous Students...................................................................................................25
Students living with a disability...................................................................................28
Learning Commons Partners.......................................................................................29
Donors........................................................................................................................32
General Public.............................................................................................................33
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Introduction
The University Library Communications Plan has been developed to advance communications
with key stakeholder groups of the Library by improving current and developing new
communication channels, content and timings. This plan does not replace current one-on-one
communications between library staff and stakeholders and we encourage staff to continue
building these relationships with clients. The plan’s objectives, strategies and actions have been
derived from research into current communication practices in university libraries through a
literature review, by searching libraries’ websites and by speaking to communications staff in
Australian university libraries, and by investigating user needs and preferences through an online
survey at UNE. The success of the Communications Plan will be measured by staff and student
feedback, including feedback from the 2013 Library Client Survey. This Communication Plan will
guide communications activities from Trimester 1 February 2013 to the end of Trimester 3 in
February 2014.
Clear Consistent Communication
It is every library staff members’ responsibility to deliver clear, consistent messages to library
stakeholders. To assist in clear consistent communications a number of templates will be
designed and made available on the library’s shared directory (UNELibrary). A glossary of library
terms will also be developed to ensure correct terminology is used when communicating to
patrons, e.g. eReserve not e-reserve. For assistance in using templates please contact the
Communications and Projects Coordination Officer. The Library’s Communications and Projects
Coordination Officer will monitor communications to ensure that clear, consistent messages are
being communicated to stakeholders. The Communications and Projects Coordination Officer will
also ensure adherence of the UNE Branding Guidelines.
Responsibility
All staff of the University Library are responsible for implementing various aspects of the
Communications Plan. Key responsibility for implementation and review will lie with the
Communications and Projects Coordination Officer and the Business Services Manager.
Approval and Review
This plan was approved by the Library Executive Committee on 26/11/2012. This plan will be
reviewed in September 2013 and annually thereafter.
54
Communication Plan Objectives
To improve communications between the Library and its stakeholders through clear,
consistent and timely messages using a range of communication channels
To promote the Library as a high quality resource for the UNE community
To increase awareness and promote the use of library services, facilities and resources
To promote library contributions towards the University’s strategic directions
To improve the channels available for feedback and input
To expand the channels of communication available
To increase the level of patron satisfaction with library communications
Key Messages
The Library...
is here to support students throughout their journey at UNE
staff are professional, friendly, helpful and approachable
is a great place for research and study and offers a number of excellent facilities
has an extensive range of electronic and print resources
provides a range of help services, face to face and online
has a commitment to using plain English on the Library website and publications
has online environments dedicated to providing real time information and links to key
tools and services
is committed to providing up to date tools that facilitate identification of relevant materials
and easy access to them
General Strategies
Promote the library as a part of a student’s on-campus and off-campus experience
Promote this in a variety of publications and communication channels
Promote awareness of library staff, their expertise, professionalism, friendly and
approachable manner
Regular interviews with staff for info@library and electronic newsletters
Use plain English in all library communications
Develop a policy on the use of plain English
Develop a glossary of library terms
Ensure consistent and current information in all library communications
Develop templates for posters, notices, handouts, digital signage etc.
Develop approval procedures for communications going to large groups of patrons
Develop procedures for reviewing the information in publications and on the library
website
Recycle information through different channels
Ensure the UNE brand and logo is used appropriately on all UNE publications
All communications with the UNE logo must be approved by the Communications
and Projects Coordination Officer
The UNE’s visual identity guidelines will be made available to all library staff on the
library’s shared directory (UNELibrary)
Deliver messages in multiple formats to cater for different communication preferences,
including the expansion of communications channels available for staff and students
Develop a Social Media policy and align with the UNE policy when developed
Develop a schedule for responsibility of posts and monitoring
Youtube channel
Electronic newsletter for internal students
Electronic newsletter for external students
Information bookmarks
Pop-up banners on the PC’s in the Learning Commons
Ensure communications strategies are included in all library project plans
Develop a communication strategy template into the project plan template
Responsibilities, content, delivery methods, timing etc.
Ensure information about library collection and building development is available to library
patrons
RSS feeds
New books page
Library refurbishments
Collection moves
Regular items in library publications including info@library and the electronic
newsletters to students
76
Specific strategies & actions
Strengthen relationships between Learning and Research Services Librarians and academic
staff
Promote the achievements and specialties of librarians through library publications
Increase the physical presence of librarians in the Faculties and Schools
Promote the librarian consultation service
Increase use of the library’s support services for research, teaching and learning
Promote services through faculty emails, une-official, webpages and other
publications
Continue the library’s involvement in UNE Induction sessions
Continue to promote submission deadlines and policy on the library’s electronic
reserve and Institutional Repository
Continue to develop research support services with academic staff
Continue to promote the library’s inter-library loan service and quota system
Promote the use of library facilities and the library as a central ‘hub’ of the university
Promote library exhibitions, events and facilities through a number of alternate
communication channels
Investigate further the possibility of holding lectures/talks by authors and
academics in the library
Increase and promote participation from library patrons
Improve library feedback channels
Inform patrons of policy and procedural changes in a timely fashion
Build upon relationships with Library Liaison Officers and Library Advisory
Committee Members
Specific key messages
The Library...
values research and offers a number of research support services,
including the institutional repository
values teaching and offers a number of teaching and learning support
services dedicated to ensuring our print and electronic collection
meets current teaching needs and supports current UNE research
priorities
values academic staff input including through Library Liaison Officers
and Library Advisory Committee Members
offers a quota of standard interlibrary-loan requests each year (funded
by the library)
values transparency and has published a Collection Development Policy
available on the library website
Aca
dem
ic S
taff
11
Specific key messages
The Library...
values relationships with general staff and their specialties, and
values their input and feedback
provides free access to a wide range of current electronic and print
resources relevant to a range of professions across UNE
has a range of specialist staff who provide support for patrons when
using library resources and facilities
has a range of in-house facilities for use by general staff
Specific strategies & actions
Increase the awareness of services and resources offered to general
staff and increase their use
Continue the library’s involvement in UNE Induction sessions
Promote services through une-official, webpages and other
publications
Send an email to all General Staff through the SRM to remind
them of their borrowing privileges
Promote the use of library facilities and the library as the ‘hub’ of the
University
Promote library exhibitions, events and facilities through a
number of alternate communication channels
Investigate further the possibility of holding lectures/talks by
authors and academics in the library
To strengthen relationships between library and general staff
Promote library staff achievements and specialties through
library publications
Increase overall communication with general staffGen
eral
Sta
ff13
Specific key messages
The Library...
has a number of group study rooms and
problem based learning rooms that can
be booked online
has a collection of Subject Guides full of
helpful resources for assignments
has a Learning Commons on the Ground
Floor of the Dixson Library which
provides students with access to
computer facilities and support services
including IT Help, Student Central and
Academic Skills Office
has laptops for loan which can be used
anywhere in the building on the library’s
wireless network
has a consultation service where you can
meet with a librarian to receive help
finding information for your assignments
has a number of exhibitions each year
that are open to students
Specific strategies & actions
Educate new students on library resources, facilities and services as soon as they begin
studies at UNE
Be involved in UNE Orientation days by offering tours, talks at the Toolkit and
Academic sessions and by providing promotional material to market the library
Investigate a promotional item to give away during orientation week to better
disseminate key information
Place relevant information in the New Student Guide (Student Support) and revise
each year
Ensure the information on the library website is up to date and easy to find for new
students
Remind current students of library resources, facilities and services throughout their time
at UNE
Place relevant information in the Student Road Map (Student Support)
Place regular items and reminders on online environments e.g. insidersguide@UNE,
myLibrary and Facebook
Develop an electronic newsletter for Internal Students sent at the beginning of each
trimester
Trial Information Bookmarks, RSS feeds, Flash pop-up banners on the PC’s in the
Learning Commons, YouTube channel for videos of library classes
Increase access to key library resources in Moodle
Connect with students and build relationships through Social Media
Trial Facebook in 2013
Develop a Social Media policy and align with the UNE policy when developed
Develop a schedule for responsibility of posts and monitoring
Increase the mechanisms for collecting feedback and input from students
Use a variety of feedback channels including the Whiteboard, Facebook and
Comments Service
Promote library staff and their specialities
Staff profile in each newsletter
Promote frontline staff through advertisements on the digital signageInte
rnal
Un
der
grad
uat
e S
tud
ents
17
Specific strategies & actions
Educate new students on library resources, facilities and services as soon as they begin
studies at UNE
Place relevant information in the New Student Guide (Student Support)
Ensure the information on the library website is up to date and easy to find for new
students
Promote the library support and facilities before students arrive for Intensive Schools
Provide input into the Student Support email sent to students
Promote the library as a place to study to academics teaching at intensive schools
Investigate a promotional item to give away at the library during intensive schools
to better disseminate key information
Remind current students of library resources, facilities and services throughout their time
at UNE
Develop an electronic newsletter for external Students sent at the beginning of each
trimester
Distribute Information Bookmarks on library services for external students posted
with book loans
Place relevant information in the Student Road Map (Student Support)
Place regular items and reminders on online environment e.g. insidersguide@UNE,
myLibrary and Facebook
Trial RSS feeds and a YouTube channel for videos of library classes
Increase access to key library resources in Moodle
Connect with students and build relationships through Social Media
Trial Facebook in 2013
Develop a Social Media policy and align with the UNE policy when developed
Develop a schedule for responsibility of posts and monitoring
Increase the mechanisms for collecting feedback and input from students
Use a variety of feedback channels including Facebook and myLibrary
Promote library staff and their specialities
Staff profile in each newsletter
Promote frontline staff through online advertisementsExt
ern
alU
nd
ergr
adu
ate
Stu
den
tsSpecific key messages
The Library...
supports off-campus students through a
range of services including the
document delivery service
offers additional support to students
coming on campus during Intensive
Schools
is a great place to study during
Intensive Schools and offers a number of
excellent facilities
has a collection of Subject Guides full of
helpful resources for assignments
provides a range of online help services
21
Specific strategies & actions
Promote the Library’s interlibrary loan services, quota system and document delivery
service
Through the electronic newsletters for internal and external students sent at the
beginning of each trimester
Through a personalised SRM email to each student in the middle of each trimester
Promote the Library’s research support services
Through the library webpages, myLibrary, digital signage and posters
Through Research Services and Academic Staff
Investigate the option of placing short advertisements or articles in Research@UNE
Through the Researcher Information Bookmark
Promote the use of library facilities and the Library as a central ‘hub’ of the University
Investigate further the possibility of holding lectures/talks by authors and
academics in the library
Promote library exhibitions and events through the UNE online calendar, website
and digital signage
Pos
tgra
du
ate
&
Hig
her
Deg
ree
Stu
den
tsSpecific key messages
The Library...
values research and is committed to
supporting a strong research culture at
UNE
offers a variety of face-to-face classes
and one on one consultations with a
librarian
supports off-campus Postgraduate and
Higher Degree students through the
document delivery service
offers a quota of standard
interlibrary-loan requests each year
(funded by the library)
has a collection of Subject Guides full of
helpful resources
23
Specific key messages
The Library...
has an International Students contact Librarian in
Learning and Research Services
respects and values cultural differences
Specific strategies & actions
Build upon the relationship between the Library,
International Services and English Language Training
Centre
The library’s contact person will work closely with
the ELC training staff to strengthen this
relationship
Continue to ensure library staff have access to
appropriate cultural awareness training and information
Through online training, or courses offered by
the Organisational Development Unit
Place training and awareness information for
library staff on the library’s shared directory
Promote the Library through the International Services
and English Language Training Centre
Add content to the International Services and
English Language Centre Handbooks
including information on opening hours, services
and facilitiesInte
rnat
ion
al
Stu
den
tsNote: These are additional messages, strategies and actions
only. International Students will also be communicated to as an
Internal Undergraduate Student, External Undergraduate Stu-
dent or Postgraduate and Higher Degree Student.
Ind
igen
ous
Stu
den
ts
Specific key messages
The Library...
has an Indigenous Students contact Librarian in
Learning and Research Services
respects and values cultural differences
Specific strategies & actions
Build upon the relationship between the Library and
Oorala
The library’s contact person will work closely with
Oorala staff to strengthen this relationship
Continue to ensure library staff have access to
appropriate cultural awareness training and information
Through online training or courses offered by the
Organisational Development Unit
Place training and awareness information for
library staff on the library’s shared directory
Note: These are additional messages, strategies and actions
only. Indigenous Students will also be communicated to as an
Internal Undergraduate Student, External Undergraduate Stu-
dent or Postgraduate and Higher Degree Student.
25
Specific key messages
The Library...
has additional services and facilities for students
registered with the Disability Support Office including
extended borrowing privileges, free photocopying and
help accessing the collection
has a Disability Support Contact Officer
Specific strategies & actions
Build upon the relationship between the Library and the
Disability Support Office in Student Central
The library Disability Support Contact Officer will
work closely with Disability Support staff to
strengthen this relationship
Place regular advertisements in the electronic
newsletters for internal and external students linking to
our services for students with a disability webpageStu
den
ts li
vin
g w
ith
a d
isab
ilit
yStudents with a disability are those who have permanent or
temporary disabilities and/or health conditions.
Note: These are additional messages, strategies and actions
only. Students with a disability will also be communicated to
as an Internal Undergraduate Student, External Undergraduate
Student or Postgraduate and Higher Degree Student.
Specific key messages
The Library...
as a member of the Learning Commons
Partnership would like to build on the
relationships with other members and
increase communications
Specific strategies & actions
Review the formal channels of
communication in collaboration with
partners
Create a mailing list called “Learning
Commons” where staff members working
in the Dixson Library will be added
Messages sent to this list will
include building works, outages,
opening hours etc.Lea
rnin
gC
omm
ons
Par
tner
s
The Learning Commons Partners are currently
the Dixson Library, IT Help, Student Central and
the Academic Skills Office.
Note: These are additional messages, strategies
and actions only. Learning Commons Partners
will also be communicated to as General Staff
members.
29
Specific key messages
The Library...
values donors as stakeholders and significant contributors to the
University Library
is using past donations to improve resources, facilities and services
welcomes cash donations, bequests, cultural gifts and named
endowments to be used to support the growth and development of
our library collections and facilities
Specific strategies & actions
Develop communications with past and present donors and keep
them informed about the University Library’s gifts and donations
Items on donations and gifts that have been received or spent
in each issue of info@library
A library webpage on donations and what they have been
spent on etc.
Invite donors to special library events and exhibitions such as
Anniversaries or Openings
Build upon the relationship with the Alumni Office and Office
of Advancement
Investigate the inclusion of messages about the Library in their
communications
Don
ors
Gen
eral
Pu
blicDonors are members of the UNE community or general public who have
donated money or collections to the University Library.
Specific key messages
The Library...
has a number of publicly accessible services, resources and facilities
offers a community borrower membership where a person from the
general public can borrow books and access some subscribed online
databases for an annual membership fee
Specific strategies & actions
Increase awareness of the University Library’s events and exhibitions
News items in the free local newspapers or magazines
(following the UNE corporate media guidelines)
Notices on the library website
Investigate posters and advertisements at the local Public
Library
Investigate posters and advertisements at the local school
libraries
The general public includes members outside the UNE community.
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CRICOS Provider No. 00003GInformation correct at time of printing - Printed December 2012
Library Contact Details
University LibraryUniversity of New EnglandArmidale NSW 2351
Dixson Service Desk(02) 6773 2458
Law Service Desk(02) 6773 2322
www.une.edu.au/library
Inquiries should be directed to the Communications and Projects Coordination Officer
Miss Cody Fookes
(02) 6773 3817