community membership at cardiff university libraries - sally earney

“EXTERNAL BORROWERS” NO

MORE:  NEW COMMUNITY MEMBERSHIPS AT CARDIFF UNIVERSITY

SALLY EARNEY

WELCOME “External members”!

  © Copyright Dave Carter and licensed for reuse under this Creative Commons Licence

  © Copyright Brian Robert Marshall and licensed for reuse under this Creative Commons Licence

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• Stagnant Memberships

• Feeling that University is inaccessible to the public

WE HAVE SEEN THE LIGHT!• Conducted survey among existing personal members –

happy with the value from the service

• Did customer journey mapping to see how many interactions the customer had before they actually became members

• University’s “Way Forward” strategy is driving stronger engagement with the community – “engagement ambition”

USER FRIENDLINESS!

Name change

Increased borrowing allowances

Created 2 membership ‘hubs’ one at Heath Park (Health Library) and one at Cathays Park (Senghenydd Library)

Whole transaction done in one location – ID card made on the spot

Able to enrol new members into the evenings and on Saturdays (previously only M-F 9-4.30pm)

More straightforward and clear pricing (VAT inclusive)

All information needed now on web including membership form (one form for all memberships)

NEW SCHEMESCLIC!

Referral letter from any CLIC library with Library Card

£10 registration fee p.a. (cost of ID card)

2 items at a time from our Main collections (2 week loans)

{excludes short loan}

Use at any of the University’s 14 libraries

CARDIFF UNIVERSITY ALUMNI

Cardiff University Alumni card to join

Up to 6 items from the Main collections

{excludes short loan}

Reduced first year fee £10 p.a. Subsequent years £25 p.a.

Use at any of the University’s 14 libraries

PERSONAL MEMBERSHIP

Proof of identity and current home address

Up to 6 items from our Main collections (2 week loans)

{excludes short loan}

£60 p.a.

Use of any of the 14 University Libraries

MORE IN TOUCH

Introducing a newsletter in July 2014 to keep in touch, invite feedback

Open day held on 9th July in Senghennydd Library following promotional mornings spent in the Central library

Our induction packs have been expanded to include FREEBIES

Plan to invite members to come along to talks at the University

More proactive letting people know about schemes e.g. marketing to potential alumni before they leave us

Selling our services on basis of cpd – 1 million+ books!

WALK-IN ACCESS

Pilot service launched January 2012

• 4 libraries

• Printing from service introduced in April 2012

Rolled out to 9 libraries April 2013

HOW THE SERVICE WORKS

Firefox kiosk session

Chipped smartcard inserted into SunRay virtual client terminals (our Library OPACs)

Session is killed when card removed

Users can print articles - guest myPrint accounts created to use webPrint service

MORE ABOUT THE SERVICE

MY ADVICE TO YOU…

WHAT’S NEXT?• More marketing and promotion

• Investigate off campus electronic resources for Alumni

• More members?!

Chris “Welcome” Reproduced under cc licence (CC BY-NC-SA 2.0)