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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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Presentation given at the Great Lakes Resource Sharing Conference, Perrysburg, OH, June 2014

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Page 1: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Simple CommunicationHow we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions.

Page 2: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Derek Malone

Ohio University LibrariesBorrowing & Document ExpressILLiad - hosted by Atlas

Page 3: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

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

Page 4: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Simple communication

How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions.

Page 5: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Simple communication

ACRL Research Planning and Review Committee - 2012 top ten trends in academic libraries

User behaviors and expectations

Page 6: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Simple communication

● We don’t want to be considered “hard to use”

● Already the “last resort”● convenience through communication

Page 7: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Simple communication

We’ll cover● our change in Web forms● our implementation of text messaging● our QR code advertising● our plans for the future

Page 8: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Web presence

Page 9: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Web presence

Page 10: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

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

Page 11: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Web forms

Page 12: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Web forms

Page 13: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Web forms

● Ignored

Page 14: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Web forms

● MUST provide

Page 15: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Web forms

● Not wanted after - rarely, if ever changed

Page 16: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Web forms

Page 17: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Web forms

Before

Page 18: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Web forms

After

Page 19: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Web forms

Gone● Don’t abbreviate citation● MUST provide volume● Not Wanted After date● Accept other than English● Detailed notes explanation

Page 20: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Web forms

4 requirements6 electivesnotes

Page 21: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Web forms

book request is similar

2 requirements4 electivesnotes

Page 22: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Web forms

Questions?

Page 23: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Text messaging

What do you bring?

Page 24: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Text messaging

92.44%

Page 25: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Text messaging

Page 26: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Text messaging

82.62%

Page 27: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Text messaging

82.62%, greater than● telephone● email● social media● any others combined

Page 28: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Text messaging

teach email as a primary communication?

“I don’t check my email”

Page 29: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Text messaging

Emailing = Texting

Page 30: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

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

Page 31: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Text messaging

● @txt.att.net● @myboostmobile.com● @pm.sprint.com● @tmomail.net● @vtext.com

Example: [email protected]

Page 32: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Text messaging

Page 33: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Text messaging

Page 34: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Text messaging

Web form view

Page 35: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Text messaging

mobile view - from iPhone5

Page 36: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Text messaging

● User signup - goes to email● [email protected]● 2 email addresses

mailto:[email protected]
mailto:[email protected]
Page 37: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Text messaging

Page 38: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Text messaging

1st text message from ILL

Page 39: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Text messaging

Our email notices include:● availability (article & material delivery)● overdue● return w/reason

Page 40: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Text messaging

● note character limits when sending group texts and notifications (140 SMS)

● Verizon limit

Page 41: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Text messaging

Overdue notice

Old email template

In a text?

Page 42: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Text messaging

Page 43: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Text messaging

New overdue notice

Formatted fortext messaging

Important stuff first

Page 44: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Text messaging

Important stuff early

Quick info in text

Page 45: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Text messaging

Email view

Page 46: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Text messaging

Article delivery

Mostly the same

Link placement paramount

Page 47: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Text messaging

Clean/quick email

Page 48: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Text messaging

Physical material

Again, same idea

Page 49: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Text messaging

Texting with ILLiad

http://www.slideshare.net/derekryma/the-right-txt-implementation-of-text-messaging-for-interlibrary-loan-at-ohio-university

http://www.slideshare.net/derekryma/the-right-txt-implementation-of-text-messaging-for-interlibrary-loan-at-ohio-university
http://www.slideshare.net/derekryma/the-right-txt-implementation-of-text-messaging-for-interlibrary-loan-at-ohio-university
http://www.slideshare.net/derekryma/the-right-txt-implementation-of-text-messaging-for-interlibrary-loan-at-ohio-university
http://www.slideshare.net/derekryma/the-right-txt-implementation-of-text-messaging-for-interlibrary-loan-at-ohio-university
Page 50: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Text messaging

What we’ve learned● texting = emailing● emailing has improved

Page 51: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Text messaging

texting student employees - remind101.com

http://www.slideshare.net/derekryma/ssig-presentation-1

Page 52: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Text messaging

Questions?

Page 53: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

QR advertising

Why?

92.44%

Page 54: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

QR advertising

Page 55: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

QR advertising

Page 56: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

QR advertising

link to mobile sign up page

http://www.qrstuff.com/

Page 57: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Future plans

● fully-functional mobile environment● routing/retrieving & notifying throughout

the day/night● possible message outlet expansion?

Page 58: Simple communication: How we’ve changed advertising, request forms, and notifications to make the experience easier on the patron, while increasing our transactions

Questions

Derek [email protected]

mailto:[email protected]
mailto:[email protected]

PM Notifications

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