A presentation for the CPD25 event "Engaging Students: Obtaining And Using Feedback In Libraries And Universities" [http://bit.ly/YZnwJg].
The presentation looks at some of the background to the current environment, the importance of communication with students/users and the role social media can play in building relationships and encouraging commitment.
3. “…up there with
Lionel Robbins’ report
of 1963 and Ron
Dearing’s report of
1997 as a
serious, paradigm-
shifting publication.”
source: department for business, innovation and skills, 2010
(http://bit.ly/VGQYb3)
5. “Paradigm shifting…”
…a major review of university funding.
…a £3,290 cap on fees, which students borrow in
loans, to be scrapped.
…introduction of a free market in fees - setting out
models of charges up to £12,000 a year for a
degree course.
source: bbc, 2010 (http://bbc.in/adfiVD)
6.
7. “Quality is at the
heart of these
proposals, and it
will be the critical
success factor in
the competition for
new students and
emerging learning
markets.”
Source: http://cms1.gre.ac.uk/dfee/
13. supermarkets
plus
horses
plus
burgers
equals
insecurity
14. “…the social bonding that occurs in
service relationships is likely to increase
customer dependence on the service
provider…”
source: bendapudi and berry, 1997
20. 48% 87% of all adults use
social media
83%
of 16-24yrs
use social
media
of 16-24yrs
use email
source: office for national statistics, 2012 (http://bit.ly/15SwX4u)
23. 2,000
people surveyed
36% used social media to
65%
contact a large company
believed social
media better than
call centres
source: fishburn hedges and echo research, 2012
25. 29%
organisations
50%
consumers
respond to expect a
1%
Twitter response
complaints
would not have liked
it or hated it if they
received a response
83%
liked or loved
86% would have
getting a liked to have
response had a response
source: maritz research, 2011 (http://bit.ly/XTq8Mr)
32. the library at #cccu need more books on
their shelves #nothappy
was there anything in
particular you were looking
anything to do with Durkeheim for?
on suicide, every book is taken.
we do have an ebook by
Durkheim available here:
oooh thanks [URL]
no problem! hope we’ve turned
the #nothappy to #happy
40. slide 3: c/o bisgovuk on flickr http://flic.kr/p/83E1Nq
slide 6: c/o andrew moss photography on flickr http://flic.kr/p/ay1Arf
slide 7: c/o working word on flickr http://flic.kr/p/8zcJvK
slide 8: c/o philstephenrichards on flickr http://flic.kr/p/d7588G
slide 9: c/o leeds museums and galleries on flickr http://flic.kr/p/8JYCs8
slide 10: c/o aston university on flickr http://flic.kr/p/58HTCT
slide 12: c/o fiddle oak on flickr http://flic.kr/p/cQF8zL
slide 18: c/o id-iom on flickr http://flic.kr/p/btb7Gs
slide 19: c/o johann larsson on flickr http://flic.kr/p/7DLCjc
slide 39: c/o bethan on flickr http://flic.kr/p/85uKQh
41. references
bendapudi, n. and berry, l. (1997). customers’ motivations for maintaining relationships with service
providers, journal of retailing, Vol. 73 No. 1, pp. 15-37.
blunkett, d. (2000). david blunkett's speech on higher education, 15 february 2000 at maritime
greenwich university, retrieved from http://cms1.gre.ac.uk/dfee/
coughlan, s. (2010). student tuition fees: browne review urges no limits, retrieved from
http://bbc.in/adfiVD
department for business, innovation and skills, (2010). david willetts speech: hefce annual
conference - royal college of physicians, london, retrieved from http://bit.ly/VGQYb3
fishburn hedges and echo research, (2012). the social media customer, retrieved from
http://bit.ly/12uQiK6
maritz research, (2011). maritz Research and evolve24-twitter study, retrieved from
http://bit.ly/XTq8Mr
office for national statistics, (2012). internet access - households and individuals, 2012 part 2,
retrieved from http://bit.ly/15SwX4u