The University Library Communications Plan

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1 The University Library Communications Plan

2 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

3 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 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 4 This plan was approved by the Library Executive Committee on 26/11/2012. This plan will be reviewed in September 2013 and annually thereafter. 5

4 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 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 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 General Strategies 6 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 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 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 and the electronic newsletters to students 7

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6 Academic Staff 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 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 s, 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 11

7 General Staff 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 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 staff 13

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9 Internal Undergraduate Students has a number of group study rooms and problem based learning rooms that can be booked online has a collection of LibGuides 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. 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 Develop a Social Media policy and align with the UNE policy when developed Develop a schedule for responsibility of posts and monitoring 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 signage 17

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11 External Undergraduate Students 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 has a collection of LibGuides full of helpful resources for assignments provides a range of online help services 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 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. 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 Develop a Social Media policy and align with the UNE policy when developed Develop a schedule for responsibility of posts and monitoring 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 advertisements 21

12 Postgraduate & Higher Degree Students 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) has a collection of LibGuides full of helpful resources 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 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 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 23

13 Note: These are additional messages, strategies and actions Note: These are additional messages, strategies and actions only. International Students will also be communicated to as an only. Indigenous Students will also be communicated to as an International Students Internal Undergraduate Student, External Undergraduate Student or Postgraduate and Higher Degree Student. 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 facilities Indigenous Students Internal Undergraduate Student, External Undergraduate Student or Postgraduate and Higher Degree Student. 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 25

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15 Students living with a disability Students 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. 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 webpage Learning Commons Partners 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. 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. 29

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17 Donors Donors are members of the UNE community or general public who have donated money or collections to the University 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 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 General Public The general public includes members outside the UNE community. 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 33

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19 Library Contact Details University Library University of New England Armidale NSW 2351 Dixson Service Desk (02) Law Service Desk (02) Inquiries should be directed to the Communications and Projects Coordination Officer Miss Cody Fookes (02) CRICOS Provider No G Information correct at time of printing - Printed December 2012

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