Proactive scanning Twitter and web. How are users reacting
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The document discusses proactive scanning of online feedback about libraries, focusing on tools and techniques for monitoring social media platforms like Twitter and Facebook. It presents statistical data on user reactions, including positive, negative, and rule-breaking feedback from the NUS library, and offers guidance on how to effectively respond to such mentions. The author emphasizes the importance of using judgment when interacting with users in a public online space.
Proactive scanning Twitter and web. How are users reacting
- 1. Proactive scanning Twitter & Web for feedback How are users reacting? Aaron Tay National University of Singapore Aarontay@gmail.com @aarontay
- 2. What is proactive scanning? “ Using tools to automate searching online mentions of the library”
- 4. Feedback
- 5. Where to scan ?
- 7. Blog & Other scans
- 8. Twitter
- 9. Techniques A NUS Lib OR Library OR Libraries OR Librarian OR Librarians…. -NUNUS! -Dems 1. Keyword scan
- 10. Techniques B library OR libraries OR librarian OR librarians OR lib OR rbr OR linc OR database OR databases geocode:1.296469,103.773155,1km 2. Geocode Scan
- 11. Techniques C 3. People Scan
- 12. Quick Response tools Tweetdeck for instant response
- 13. Other tools for monitoring • Grab Twitter search in RSS form • Push RSS feed to • Boxcar (push to smartphone) • Notifo (push to smartphone) • Ifftt (sms, email, call, IM) See http://musingsaboutlibrarianship.blogspot.com/2011/09/twitter-scans-location-ba
- 14. Long term storage Long term storage
- 15. Big Brother? “
- 16. When is service too much? Never react React to everything“Degree of chattiness” “Big Brother”“Neglect” Ideal level ?????????????????????
- 17. Statistics nus library OR lib OR Libraries OR database OR databases OR jou • 2,273(100%)*- May 2010 to Oct 2011 • 508 (22%) - Foursquare related • 249 (11%) - Negative feedback • 220 (10%) - False positives • 143 (6%) - From NUS Libraries • 121 (5%) - Retweets • 120 (5%) - Compliments • 119 (5%) - Help needed • 30 (1.3%) - Rule breaking • 856 (37%) - Events, descriptive etc * Does not sum to 100%
- 18. Tweets to respond? • Rulebreaking • Events/descriptive • Compliments • Help needed (usually) • Negative Feedback
- 19. Rule breaking
- 20. Compliments Some are simulated tweets based on real cases, names, dates, phrasing have being changed for privacy
- 21. Negative Feedback Some are simulated tweets based on real cases, names, dates, phrasing have being changed for privacy
- 22. Help needed Some are simulated tweets based partly on real cases, names, dates, phrasing have being changed for privacy
- 23. Correctly done….
- 24. Not so correctly done…. Some are simulated tweets based on real cases, names, dates, phrasing have being changed for privacy
- 25. @ mentions by NUS Libraries • 391 mentions sent – May 09-Oct 2010 • 232 transactions • 137 proactive tweets (60% of 232 transactions) • 65 replies to proactive tweets (47% replied to 137 proactive tweets)
- 26. http://www.convinceandconvert.com/social-crm/when-is-your-twitter-response-too-fast/
- 27. General rules to consider • Do tweet, if is serious problem you can solve – e.g. Website down • Do not tweet (at least immediately), when user is sprouting vulgarities. • Do not tweet, if user is breaking library rules. • Do not be too eager to tweet, unless tweet is stated as a question. e.g How do
- 29. Thank you Aaron Tay aarontay@gmail.com @aarontay Musings About librarianship http://www.slideshare.net/aarontay/
- 30. Credits • http://xkcd.com/525/ • http://www.flickr.com/photos/akbar2/49101264 07/sizes/o/in/photostream/ • http://www.flickr.com/photos/kobrasoft/296616 0859/sizes/m/in/photostream/ • http://www.flickr.com/photos/oh_darling/54298 19035/sizes/m/in/photostream/ • http://www.flickr.com/photos/oh_darling/54298 19035/sizes/m/in/photostream/ • http://www.flickr.com/photos/spencereholtaway /3376955681/