Marketing Your Library Service

Marketing your Library Service

and yourself!

Andy PriestnerJudge Business School

Marketing‘The management process responsible for identifying, anticipating and satisfying customer requirements profitably.’

(Chartered Institute of Marketing)

Definition

Why do we need to market ourselves?

The ‘Google Effect’

Foot-fall/Remote Use

Image problem still persists

‘For every person coming through the turnstile of our library, there are 1.8 users for the e-library’ (Philip Payne). But is that number rising?

Poor research due to low levels of patience prompted by almost exclusive use of Google.

Not so much about changing the ‘bun and glasses’ image, but redressing the well-worn – and largely inaccurate – stereotype of frosty unhelpfulness.

Do we really need librarians anymore?

How do you find out about the databases that are available for your research?

Don’t ask anyone (try to find out by myself): 40%

Ask a fellow student: 30%

Ask academic staff: 20%

Ask a librarian: 10%

Question to 1st and 2nd year PhD students

N.B. After the session 95% said they had learnt something that was directly relevant to their ongoing research and that they would therefore think about asking librarians if not first, then at least second!

McCarthy’s Four Ps (The Marketing Mix)

Or the Six Ps?…

• Very limited time

• Chiefly remote use

• Like their vanity to be massaged

• Only interested in resources in their research area

• Don’t want to know the detail

Market Segmentation

• More time on their hands

• Mix of visits to the library and remote use

• Worried about whether going to the library is uncool

• Don’t always know what information they want

• Think everything they need is on Google

Market Segmentation

THETHE 77 HABITS OFHABITS OF HIGHLY HIGHLY

EFFECTIVE EFFECTIVE LIBRARIANSLIBRARIANS

0 copies sold, but author

hopeful!

• Establish the value of your service

• If not deemed relevant – find out why

• Ensure statistical proof is available

• Create a Praise folder and share it

• Annual Survey

• Identify opportunities to market this relevance – demos, documents

• …and specifically its unique components

1. Relevance

• Don’t forget that people don’t generally understand what it is we do

2. Visibility • Make sure you are seen and known

• Volunteer for internal committees

• Walk the beat

• Make a noise about success stories

• Train/work outside the library

• Publish – professional articles, book reviews, present at conferences

• Hold meetings in public places

• Regular reminders that you exist

3. Communication • Institute regular communication with your user groups • Newsletter

• Email updates

• Formal meetings

• Posters

• Poster Campaigns (not just in library)

• Displays

• Identify ‘library champions’ (& use them)

• Different comm. for diff. users

• Surveys and Annual Report

• Make benefits as obvious as possible

(tailored if possible)

4. Asset Management (making the most of what you’ve got)

• Identify your personal strengths and promote (and develop) them

• Identify service strengths and promote them

• Subject expertise

• Knowledge of e-resources

• Sourcing materials

• Training/Teaching skills

5. Teaching/Training• Get into the classroom

• If done well…

• Information Skills, Databases, Plagiarism

• Proves relevance

• Changes perception

• Increases visibility

• If done badly…• Proves irrelevance

• Cements perception

• Damages reputation

• Curriculum integration (the ‘Holy Grail’)

6. Step out ofyour comfort zone • If you are British…

• The more you try new approaches,

the easier they become• No pain, no gain

• Challenge perceptions

• Challenge yourself

7. Persistence

• Can’t change perceptions overnight

• You will have bad days

• If you don’t get the answer you want, try someone else or another route

• Keep up the momentum – show you mean business

• Keep the pay-offs in mind

2007-08 marketing campaign

Plasmascreenadverts

Faculty consultation exercise

KeyDatabases guide

Termly newsletters

Where I meet my users…

2008-09 marketing campaign

Have you gone into ORBIT yet?