Communications Strategy

Introduction

The University Library communicates with a range of key stakeholders including on-campus and online students, Schools, Departments, Units, the University Executive, other University Libraries and external agencies. The Communications Strategy involves improving and developing consistent communication networks and unambiguous content that is presented or delivered at the appropriate time. All University Library staff are encouraged to continue to build relationships with internal and external stakeholders and clients.

The strategy objectives 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 Strategy will be measured by staff and student feedback, including feedback from the biennial Library Client Surveys. Reports from these surveys can be found online.

This Communications Strategy will guide communications activities from 2015 to 2017.

Clear, consistent communication

It is the responsibility of every staff member of the University Library to deliver clear, consistent messages to library stakeholders. To assist in clear consistent communications a number of templates have been designed and are available for use by library staff. A Library Glossary can be found on the Library website to ensure correct terminology is used when communicating to clients, e.g. eReserve not e-reserve. The Library’s Marketing, Communications and Projects Coordinator will monitor communications to ensure that clear, consistent messages are being communicated to stakeholders. The Marketing, Communications and Projects Coordinator will also ensure adherence to the UNE Branding Guidelines.

Responsibility

All staff of the University Library are responsible for implementing various aspects of the Communications Strategy. Key responsibility for implementation and review will lie with the Marketing, Communications and Projects Coordinator and the Business Services Manager.

Approval and review

This Strategy was originally approved by the Library Executive Committee as the University Library Communications Plan on 26 November 2012. The revision of the plan and renaming to University Library Communications Strategy was approved on 19 June 2015. This Strategy will be reviewed every two years thereafter.

Objectives

  • To improve communications between the University Library and its stakeholders through clear, consistent and timely messages using a range of communication channels.
  • To promote the University Library as a high quality resource for the UNE community.
  • To increase awareness and promote the use of services, facilities and resources of the University Library.
  • To promote University 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 client satisfaction with library communications.

Key messages

The Library:

  • is here to support all students throughout their journey at UNE
  • supports online students through a range of services including the document delivery service
  • provides a range of help services, face to face and online
  • has an extensive range of electronic and print resources
  • is a great place for research and study and offers a number of excellent facilities, including group study rooms that can be booked online, computer facilities, laptops for loan, and support services including IT Help, Student Centre, Safety and Security, and Academic Skills Office
  • 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
  • staff are professional, friendly, helpful and approachable
  • values relationships with academic and professional staff
  • values research and is committed to supporting a strong research culture at UNE
  • offers a quota of standard interlibrary-loan requests each year (funded by the library)
  • has a commitment to using plain language on the Library website and in publications
  • respects and values cultural differences
  • has a number of exhibitions each year that are open to all clients.

General strategies

  • Promote the library as a part of a student’s on-campus and online experience.
  • Educate new students about library resources, facilities and services as soon as they begin studies at UNE.
  • Remind current students about library resources, facilities and services throughout their time at UNE.
  • Promote the library support and facilities before students arrive for Intensive Schools.
  • Promote awareness of library staff, their expertise, professionalism, friendly and approachable manner.
  • Use plain language in all library communications.
  • Ensure consistent and current information in all library communications.
  • Ensure the UNE brand and logo is used appropriately on all UNE publications.
  • Deliver messages in multiple formats to cater for accessibility and different communication preferences, including the expansion of communications channels available for staff and students.
  • Ensure communications strategies are included in all library project plans.
  • Ensure information about library collection and building development is available to library clients.
  • Strengthen relationships between Learning and Research Services Librarians and academic staff
  • Promote the use of library facilities and the library as a central ‘hub’ of the University.
  • Promote library services and resources to professional staff.
  • Strengthen relationships between library staff and professional staff.
  • Build upon the relationship between the Library, International Services and English Language Training Centre.
  • Promote the Library through the International Services and English Language Training Centre.
  • Continue to ensure library staff have access to appropriate cultural awareness training and information.
  • Strengthen the relationships with the Learning Commons Partners.
  • Build upon the relationships between the Library and Oorala, the Disability Support Office in Student Services, the Alumni Office and Office of Advancement.
  • Develop communications with past and present donors and keep them informed about the University Library’s gifts and donations.
  • Increase awareness of the University Library’s events and exhibitions.

Key stakeholders

  • Academic Staff.
  • Professional Staff.
  • On-Campus Students.
  • Online Students.
  • Postgraduate and Higher Degree Students.
  • International Students.
  • Indigenous Students.
  • Students living with a disability.
  • Learning Commons Partners.
  • Donors.
  • General Public.

Communication with stakeholders will focus on key messages relevant to the particular client group.