Proactive scanning Twitter & Web for feedback How are users reacting?

Aaron Tay National University of SingaporeAarontay@gmail.com@aarontay

What is proactive scanning?

“ Using tools to automate searching online mentions of the library”

Why proactive scan?

Feedback

Where to scan ?

Facebook scans

“

Blog & Other scans

Twitter

Techniques A

NUS Lib OR Library OR Libraries OR Librarian OR Librarians…. -NUNUS! -Dems

1. Keyword scan

Techniques B

library OR libraries OR librarian OR librarians OR lib OR rbr OR linc OR database OR databases geocode:1.296469,103.773155,1km

2. Geocode Scan

Techniques C

3. People Scan

Quick Response tools

Tweetdeck for instant response

Other tools for monitoring

• Grab Twitter search in RSS form

• Push RSS feed to • Boxcar (push to smartphone)• Notifo (push to smartphone)• Ifftt (sms, email, call, IM)

See http://musingsaboutlibrarianship.blogspot.com/2011/09/twitter-scans-location-based-scans.html

Long term storage

Long term storage

Big Brother?

“

When is service too much?

Never react React to everything“Degree of chattiness”

“Big Brother”“Neglect” Ideal level ?????????????????????

Statisticsnus library OR lib OR Libraries OR database OR databases OR journal OR journals -pokernunus -worldnunus

• 2,273(100%)*- May 2010 to Oct 2011 • 508 (22%) - Foursquare related• 249 (11%) - Negative feedback• 220 (10%) - False positives• 143 (6%) - From NUS Libraries• 121 (5%) - Retweets• 120 (5%) - Compliments• 119 (5%) - Help needed• 30 (1.3%) - Rule breaking• 856 (37%) - Events, descriptive etc

* Does not sum to 100%

Tweets to respond?

• Rulebreaking

• Events/descriptive

• Compliments

• Help needed (usually)

• Negative Feedback (usually)

Rule breaking

Compliments

Some are simulated tweets based on real cases, names, dates, phrasing have being changed for privacy

Negative Feedback

Some are simulated tweets based on real cases, names, dates, phrasing have being changed for privacy

Help needed

Some are simulated tweets based partly on real cases, names, dates, phrasing have being changed for privacy

Correctly done….

Not so correctly done….

Some are simulated tweets based on real cases, names, dates, phrasing have being changed for privacy

@ mentions by NUS Libraries

• 391 mentions sent – May 09-Oct 2010

• 232 transactions

• 137 proactive tweets (60% of 232 transactions)

• 65 replies to proactive tweets (47% replied to 137 proactive tweets)

http://www.convinceandconvert.com/social-crm/when-is-your-twitter-response-too-fast/

General rules to consider

• Do tweet, if is serious problem you can solve – e.g. Website down

• Do not tweet (at least immediately), when user is sprouting vulgarities.

• Do not tweet, if user is breaking library rules.

• Do not be too eager to tweet, unless tweet is stated as a question. e.g How do I….

Conclusion

Use your Judgement !

Thank you

Aaron Tay

aarontay@gmail.com@aarontayMusings About librarianshiphttp://www.slideshare.net/aarontay/

Credits

• http://xkcd.com/525/• http://www.flickr.com/photos/

akbar2/4910126407/sizes/o/in/photostream/• http://www.flickr.com/photos/kobrasoft/

2966160859/sizes/m/in/photostream/• http://www.flickr.com/photos/oh_darling/

5429819035/sizes/m/in/photostream/• http://www.flickr.com/photos/oh_darling/

5429819035/sizes/m/in/photostream/• http://www.flickr.com/photos/

spencereholtaway/3376955681/