sponsored by: dominican university, graduate school of library and information science
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Trends in Social Media and their Impact on Library Communication: Assessing Patron Patterns of Access. Sponsored by: Dominican University, Graduate School of Library and Information Science Presented by: Dawne Tortorella, BellCow, Inc. What do we want to know?. - PowerPoint PPT PresentationTRANSCRIPT
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Trends in Social Media and their Impact on Library Communication:
Assessing Patron Patterns of Access
Sponsored by: Dominican University, Graduate School of Library and Information Science
Presented by: Dawne Tortorella, BellCow, Inc.
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What do we want to know?
Before asking questions, determine what you want to know…
and the best way to gather that information
E-mail Printed surveyMailer in newsletterFocus groupsPollsInterviewEvent evaluationCrowdsourcing
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Data Collection
Web Analytics Polling & Surveys
Interaction & Interviews
Focus Groups
QuantitativeQualitative
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Qualitative Quantitative
Identify trends in opinion/thought - subjective
Determine discrete action - objective
Sample size is small Randomly selected large population set
Open-ended or unstructured questions Structured questions based on likert scale response or discrete choices
Anecdotal , case studies Used to track comparison patterns across times and demographics; data charts used to visualize
Results in complete, detailed descriptions Results in classification , counts and statistical measurements
Interviews, focus groups Polls, surveys
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Web Analytics
Web Analytics Polling & Surveys
Interaction & Interviews
Focus Groups
QuantitativeQualitative
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Web Analytics
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Social Network Analytics
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Polling & Surveys
Web Analytics Polling & Surveys
Interaction & Interviews
Focus Groups
QuantitativeQualitative
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Guidelines for Designing a Library Survey
• Articulate the questions you want answered through analysis of responses
• Who is the target and how will that target audience be identified and filtered
• How will the survey be distributed – if via multiple methods, how can you identify response source
• Will you share results with community – make this apparent from the start
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Survey Distribution• Via library communication channels– Website– Social media– Newsletter– E-mail alert– Signage/handouts
• Via outside advertising– School insert– Local paper– Flyers in community– co-development with partner
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Formal Survey & Analysis
• Algonquin Public Library• Seattle Public Library
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Comparative Analysis
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Changing Social Norms
• How have general views on privacy changing?
Seattle Public Library asked: “To protect your privacy, the Library currently does not track your use of Library materials. How interested would you be in having the Library provide personalized recommendations, understanding that this would require keeping a history of your use of materials?”
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Correlate Demographics
• Demographic differences need to be considered
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Electronic vs. Print
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PollingWeb Social Media
Generally anonymous Tracks by user and usually requires approval by account holder to track
Can respond to poll repeatedly unless restricted by IP address (not recommended for organizations providing public access)
Can “vote” once
Provide immediate feedback, depending on polling service/application used, responses of others can be hidden, displayed as accumulated, or upon submission.
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Process Timeline & Activities
Open House
Community Survey
Public Forums
Focus Groups (staff)
Staff survey – open ended
Discussion Groups
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Interaction & Interviews
Web Analytics Polling & Surveys
Interaction & Interviews
Focus Groups
QuantitativeQualitative
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Informal Interaction
How did you place your hold?
On my phone Called the desk
From my computer
• Scripted interaction and guidelines when to ask
• Tracking system for responses
• Situational inquiry
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CrowdsourcingCapture the chatter and wisdom of the crowd
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IdeaScale
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Focus Groups
Web Analytics Polling & Surveys
Interaction & Interviews
Focus Groups
QuantitativeQualitative
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Focus Groups
• Often conducted by external consultant• Strict script, including sequence of questions
are critical• Moderator must be adept at stemming
discussion that wanders• Recruitment methods• Pros/Cons of mixed vs. targeted audience
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Examples
1. Can everyone pull out any mobile devices you use and place them on the table - share with us how you use your mobile technology now.
2. How do you hope to use your mobile technology in the future?
3. What would you like to be able to access or do when visiting the library website?
4. Give an example of how you use the Internet to find information.
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Staff are people too!Canvas staff
continuously - • Identify key indicators
of service community• Assess readiness for
industry/societal changes
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Example: Staff Assessment
from a Winter 2010 staff assessment survey:
Prevalence of staff familiarity with portable devices can reflect community trends
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Example: Staff Readiness Survey
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Sample Surveys
Experiment with the following online surveys and create your own library survey
http://www.surveymonkey.com/s/DU_example1
http://www.surveymonkey.com/s/DU_example2