the university library communications · pdf filepatrons, e.g. ereserve not e-reserve. ......

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

32

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

Facebook

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


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


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


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


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



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


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



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


helpful resources for assignments

provides a range of online help services

21


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)


helpful resources

23


The Library...

has an International Students contact Librarian in

Learning and Research Services

respects and values cultural differences


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


The Library...

has an Indigenous Students contact Librarian in

Learning and Research Services

respects and values cultural differences


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


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


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.


The Library...

as a member of the Learning Commons

Partnership would like to build on the

relationships with other members and

increase communications


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


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


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.


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


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.

33

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

[email protected]

(02) 6773 3817

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