Moving Users, Moving Results: Exploring Customer Engagement for Deeper Relationships

Peacemaker, Bettina; Heinze, Jill

doi:10.1080/10691316.2015.1081084

Cited by 6 publications

(4 citation statements)

References 7 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Although there were benefits of raising the library's profile and reinforcing the perception of being customer-oriented, a key disadvantage is that it is very labour-intensive and expensive to carry out on a large scale. Moreover, precautions need to be taken to ensure that diverse perspectives are sought, as the views of highly engaged users may create disproportionate influence (Peacemaker & Heinze, 2015).…”

Section: Qualitative Methodsmentioning

confidence: 99%

University Community Engagement and the Strategic Planning Process

Miller

2018

EBLIP

View full text Add to dashboard Cite

Objectives- To understand how university libraries are engaging with the university community (students, faculty, campus partners, administration) when working through the strategic planning process. Methods- Literature review and exploratory open-ended survey to members of CAUL (Council of Australian University Librarians), CARL (Canadian Association of Research Libraries), CONZUL (Council of New Zealand University Librarians), and RLUK (Research Libraries UK) who are most directly involved in the strategic planning process at their library. Results- Out of a potential 113 participants from 4 countries, 31 people replied to the survey in total (27%). Libraries most often mentioned the use of regularly-scheduled surveys to inform their strategic planning which helps to truncate the process for some respondents, as opposed to conducting user feedback specifically for the strategic plan process. Other quantitative methods include customer intelligence and library-produced data. Qualitative methods include the use of focus groups, interviews, and user experience/design techniques to help inform the strategic plan. The focus of questions to users tended to fall towards user-focused (with or without library lens), library-focused, trends & vision, and feedback on plan. Conclusions- Combining both quantitative and qualitative methods can help give a fuller picture for librarians working on a strategic plan. Having the university community join the conversation in how the library moves forward is an important but difficult endeavour. Regardless, the university library needs to be adaptive to the rapidly changing environment around it. Having a sense of how other libraries engage with the university community benefits others who are tasked with strategic planning

show abstract

Section: Qualitative Methodsmentioning

confidence: 99%

University Community Engagement and the Strategic Planning Process

Miller

2018

EBLIP

View full text Add to dashboard Cite

show abstract

“…The engagement should impact curation, collection development, and education, and change the nature of interaction and collaboration. The very act of focusing on engagement is an act of openness to being changed, and this is no different in a virtual environment where users can interact with other engaged users through social media and less direct library touchpoints (Peacemaker and Heinze, 2015). Librarians who want to achieve engagement “should not expect to influence users’ work without being prepared to allow users a voice in the delivery of library services” (Peacemaker and Heinze, 2015:270).…”

Section: Literature Reviewmentioning

confidence: 99%

“…The very act of focusing on engagement is an act of openness to being changed, and this is no different in a virtual environment where users can interact with other engaged users through social media and less direct library touchpoints (Peacemaker and Heinze, 2015). Librarians who want to achieve engagement “should not expect to influence users’ work without being prepared to allow users a voice in the delivery of library services” (Peacemaker and Heinze, 2015:270). As such, good practice in virtual engagement is not simply about “being something” but instead “becoming for someone” (Garner et al, 2016; Weil, 2012; Xu and Saxton, 2019).…”

Section: Literature Reviewmentioning

confidence: 99%

Cooking up engagement during a pandemic: The international Great Rare Books Bake Off between the Penn State and Monash University Libraries

2021

View full text Add to dashboard Cite

In July 2020, during the COVID-19 pandemic, the Monash University Library in Melbourne, Australia, and the Penn State University Libraries in Pennsylvania, USA, leveraged their previously established international sister-library partnership to host a virtual engagement event focused on promoting the partnership and selected special collections at both institutions. The Monash–Penn State Great Rare Books Bake Off, a friendly competition collaboratively developed by the two academic libraries, engaged both institutions’ communities with their collections and resources by inviting participants to bake featured recipes from their collections and post evidence of their experiences on social media platforms. In addition to promoting awareness of the institutions’ international partnership and their respective collections, a primary goal of the collaborative project was to offer their local communities an enjoyable and creative outlet during a difficult time. This illustrative case study describes how the two institutions planned, executed, and assessed the project.

show abstract

“…Models in which the provision of services and materials designed and picked by an expert information professional and delivered to a passive audience are now considered outdated. In recent years, engagement has been explored in information science fields from the point of view of using social media to engage with patrons (Gruss et al, 2020), participatory librarian design in order to engage digital youth (Yip et al, 2019), and encouraging the use of various information services (Lopez et al 2017; Norris, 2019; Peacemaker and Heinze, 2015).…”

Section: Figurementioning

confidence: 99%

Persona profiles of Latinx living in Boston: Applications for information organizations

Colón‐Aguirre

Alcalá

2020

Proc Assoc Inf Sci Technol

View full text Add to dashboard Cite

Based on data and initial findings of a larger phenomenological project focused on the experiences of Latinx living in the Boston area, we created two persona profiles. The persona profiles are based on preliminary results of the analysis of 13 interviews with members of the Latinx community in Boston, which identified two distinct groups among the participants. These groups were defined by socioeconomic class, as identified by two main indicators: educational attainment and English language skills. Those belonging to the lower socioeconomic class had low educational attainment and limited English language skills compared to those in the middle socioeconomic class group made up of Latinx who had high educational attainment and were fully bilingual. The persona profiles created by using the interview data have potential applications for those working in information organizations, and to help researchers and practitioners in information organizations design better services for urban Latinx communities. This approach aligns with the United Nations 2030 Agenda for Sustainable Development, which among many goals, intends to make cities and human settlements inclusive, safe, resilient and sustainable.

show abstract

Moving Users, Moving Results: Exploring Customer Engagement for Deeper Relationships

Cited by 6 publications

References 7 publications

University Community Engagement and the Strategic Planning Process

University Community Engagement and the Strategic Planning Process

Cooking up engagement during a pandemic: The international Great Rare Books Bake Off between the Penn State and Monash University Libraries

Persona profiles of Latinx living in Boston: Applications for information organizations

Contact Info

Product

Resources

About