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Communication Policy 2017

Effective communication is essential in order to provide good customer service and to fulfill the standards of service set by the Library. The Communication Policy aims to outline our commitment to effective communication by documenting the ways in which we communicate with our customers, our communication objectives and our on-going endeavor to listen to and respond to our customers through active consultation and feedback.

Table 1. Medium Channel

Table 1. Medium Channel One to one One to many One- or twoway How measured? email electronic two manually facebook library webpages guides, leaflets, flyers Mainly used for reliably reaching individuals or groups social media two system news and updates web two system print one manually Library services and contact details subject, database and services information letters print two manually personal communication liaison meetings in person two n/a libguides web two system library blog social media two system presenting Library updates subject-specific information news about resources and events notices print one n/a current information plasma screens electronic one n/a screensavers electronic one system current events and statuses current events and statuses SharePoint electronic one system sharing files surveys electronic two system eliciting feedback telephone calls in person text electronic one system two manually providing help and advice reliably reaching individuals or groups tours in person two manually providing orientation training sessions transaction desks twitter in person two manually giving instruction in person social media two system youtube web one system two manually providing help and advice brief updates, urgent messages "how to" guides for new students Revised December 2017

Appendix 1. Social Media Strategy for the Library at Queen’s Introduction The purpose of this document to record how social media is being exploited by the Library. It does not include information on the legal and acceptable use aspects of social media because there are institutional guides and policies on these issues at http://www.qub.ac.uk/directorates/InformationServices/SocialMedia. The Library uses the following technologies: Facebook - http://www.facebook.com/QueensUniversityBelfastLibrary Google Places - http://goo.gl/maps/M6AHd Library Blog - http://blogs.qub.ac.uk/library Twitter - https://twitter.com/#!/LibraryatQUB YouTube - http://www.youtube.com/user/QUBLibrary They are administered by the Social Media Group which consists of: Johnny Shongo (Chair) Sally Bridge Christine Carrothers Louisa Costelloe Diarmuid Kennedy Claire McCartan Kath Stevenson Louise Wasson Rationale The main reason for adopting social media is as a communication tool to: Inform customers about news and developments Promote services and resources Assist customers in using the Library Gather feedback about library services Engage with customers Social media is particularly effective for this purpose because such a large number of students have Facebook and Twitter accounts and YouTube is extremely popular. Communication Style The social media group has adopted a persona to ensure that they communicate in a consistent manner, thus building up trust with customers and establishing a solid personality for the library. In Revised December 2017

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