If You Build It, They Will Come:An Intra-Institutional User Engagement Process in the Learning Commons以「用者参与」的概念推广综合研习坊Diana Chan & Gabi Wong 陳丽霞 、黄家慧The Hong Kong University of Science & Technology 香港科技大学

Outline

Background 背景资料Features of the Learning Commons 香港科大综合研习坊的特点Opportunity for User Engagement 「用者参与」的契机User Engagement Process 推广过程Engagement Outcomes 推广成效

Background 　背景资料334 in fall 2012

4-year new Academic Structure with diversified curriculum and Common Core courses 　 大学学制改革

Universities embarked in capital projects 大学投入资源建新设施Academic libraries repurposed library spaces 大学图书馆空间改革的趋势

Library Capital Projects at HKUSTLibrary Extension 扩建图书馆

Original Library Building

Extension (finished in early 2011)

% increase

Space 10,550 m² + 1,800 m² 17%

Seats 2,125 + 275 13%

Library Capital Projects at HKUSTLearning Commons 综合研习坊

Opening 开幕 • Soft launch in February 2012• Official opening on March 26, 2012

Space 空間 • 1,800 sq. m.• ~ 550 seats• 17 Group Study Rooms

Technology 科技• 42 Windows PCs and 32 Macs• 5 Interactive Projectors• 1 Touch-screen PC• 2 Networked copiers

Library Capital Projects at HKUSTLearning Commons 综合研习坊

Teaching Venues 教学设施• 2 E-Learning Classrooms• 3 Tutorial Spaces in flexible setup

Creative Media Zone 创意媒体区• Production Studio• 4 Editing Suites• Graphics Workshop• Operated by Publishing Technology Center

Refreshment Zone 休憩区• Relaxing furniture• Vending machines

Floor Plan of the Learning Commons综合研习坊平面图

Group Study Rooms

Creative Media ZoneE-Learning Classroom

Refreshment ZoneOpen Study Area

Tutorial Spaces

The Learning Commons Context综合研习坊建立之背景

New learning modes 新学习模式

New technology 新科技

New generation 新世代

The Push 推力 The Pull 拉力

More group work

More multimedia

More presentations

Active learning

Mobile communication

Mobile learning

Collection going digitalOur students

New program structure 　新课程结构

Users population growth 　读者数目增加

Campus-wide building extension 　校园设施扩建

4-year program 新学制

Strength of the Learning Commons服务优势“Lies in the relationships it supports, whether these are:

student-to-student, student-to-faculty, student-to-staff, student-to-equipment, or student-to-information” (Lippincott and Greenwell 2011) through cutting-edge, learner-based technologies.

强化学生与同学、老师、学习设施和资讯的互动

Goals of HKUST’s Learning Commons研习坊的目标An active facilitator of learning 　主动地促进学习Environment for intellectual exchanges 　 鼓勵思想和学术交流的环境A center for accessing academic resources and services 学术服务的综合站A Hub that supports collaborations among users and user-groups 协作讨论的理想地点Accommodates new learning landscape of team projects, multi-media work and whole person development 支援现代学习模式：团队工作、多媒体制作、全人发展

Learning Commons Features研习坊的特点

Technology-rich

environment

Integrated student services

Hub

A variety of spaces

Social & refreshment

areas

Late hours access

capability

Redeployed Staff

Service Trends in ARL Libraries (1991-2008)

Opportunity for User Engagement「用者参与」的契機A Core Mission – Library as a PlaceChallenges in the Digital Age

Decline in physical visits to libraries Low perception of libraries and librariansChanges in learning styles

Learning Commons is a response and an opportunity

Image Source: data.whicdn.com

User Engagement Process推广过程A need to engage users in the new spaceLearning Commons 5W Promotion Plan

5W Plan Who says What to Whom through Which Channel with What effect

Who LC Manager, AUL, PTC Director, Others

Message Inform users about the new facilities

Audience 32 groups of 220 participants (President, VPs, deans, department heads, directors, managers, faculty, staff and students)

Format 1.5 hour tour, with presentation and discussion, Opening Ceremony

Preparation LC webpage, pamphlets, artist illustration, ppt, management policies and procedures, staffing plan, opening hours, newsletter, Face Book, Blog, E-board

Outcomes Visibility, Accomplishment, Communication, Partnership, User Engagement

User Engagement Process 推广过程

Opening Ceremony 开幕礼

5 Sub Processes in User Engagement提高用者参与的子程序Learning -Users learnt about the facilities and services 　让用者学习新的设施和服务Sharing - Users shared on their own experiences or students’ needs 跟用者交流学生的需要Advocating - Users advocated for best practices and examples from other units or organizations 让用者提倡有参考价值的服务范例Socializing – occurred as 2-way, informal, non-functional interactions 多渠道的联系Co-developing – Users contribute by assisting in the development of new learning activities and events 让用者与图书馆联手发展新服务 (van Doorn et al.

2010)

Engagement Outcomes 推广成效1. Enhancing Learning Activities and Events 多元的学习活动

Curricular Learning 学科学习Mathematics Support Center 数学支援中心Information Literacy for Language Courses 语言课程

Engagement Outcomes 推广成效1. Enhancing Learning Activities and Events 多元的学习活动

Skills Development 技能发展Career Development 事业发展Media Literacy 媒体素养Information Literacy 知訊素养Informal Learning 非正式学习

Engagement Outcomes 推广成效1. Enhancing Learning Activities and Events　多元的学习活动

Research-related 研究有关Behavioral research 行為研究Decision-making experiment 决策实验

Selected Learning Activities

April 2012 % bookedGroup Study Rooms (all floors; 19 rooms) 78%IC Learning Space 28%LC Group Study Rooms (17) 89%Media & Discussion Rooms (3) 79%Classroom A 11%Classroom B 9%Tutorial Spaces (A, B, C) 12-13%Seminar Room 81%Multi-function Room 15%AV Editing Suite A 36%AV Editing Suite B 41%AV Editing Suite C 33%Production Studio 18%

Room Booking Rate　教室和研讨室的预约量

Online Booking System研讨室网上预约系统

Engagement Outcomes 　推广成效2. Increasing Usage – Gate Counts in Spring 2012 出闸口流量增加 2012 Gate Traffic

Library Main Entrance

Learning Commons Total

Compare with Spring

2011%

ChangeJan 35,359 -- 35,359 41,123 -14%Feb 142,696 14,407 157,103 103,384 52%Mar 176,696 28,909 205,605 177,604 18%Apr 94,752 60,288 155,040 131,710 18%

Engagement Outcomes 　推广成效2. Increasing Usage – Head Counts in Learning Commons 　 综合研习坊读者数目统计

2012 Head Count

Maximum Minimum Average

March 3pm 324 140 25210pm 260 52 169

April 3pm 325 114 24210pm 245 53 154

Engagement Outcomes 　推广成效2. Increasing Usage – Opening on Holidays 假期特别开放的出闸口统计

Holiday Gate TrafficChing Ming 847Good Friday 917Day after Good Friday 970Easter Sunday 817Easter Monday 1477Buddha’s Birthday 1627Labor Day 2160

Engagement Outcomes 　推广成效2. Increasing Usage – Overnight Hours in Examination Weeks 　 考试延长开放的读者数目

Engagement Outcomes 　推广成效3. Improving Image and Identity 　 提升图书馆的形象

The Learning Commons and the Promotion got the whole campus excited 引发全校高度兴趣Good Word-of-mouth 良好的口碑President, Provost & VPs as Champions 大学高層拥护Repeated users 重复用户Re-purposing of library space and the user engagement has transformed users perception 转变用户对图书馆的观感

Successful Engagement Process成功的用者参与可帶来的成果According to van Doorn (2011), successful engagement process will bring

For users: cognitive, attitudinal, emotion consequences 对用者 : 帶來认知、态度和情感的转变For organization: financial consequences and reputation (e.g. word-of-mouth and referral behavior) 对机構 : 帶來经济利益和声望

Highly engaged users: 高度参与的用者can be an important source of knowledge 可提供新知識give ideas of new products / services 可提供新產品和服务的理念give suggestions for modifying existing brands 改良品牌的意见offer constructive suggestions for frontline staff 对前线员工建议

Summary 　总结This case study focuses on how the repurposing of library space and the user engagement process has transformed users perception on the Library 图书馆空间改造及其后有效推广能提高用者对图书 馆的观感A multitude of collaboration and partnership with different units enables the Library to work harmoniously with user groups, support their teaching and learning functions, and contribute to students’ academic and social lives 　 跟校内各单位的广泛合作帮助图书馆更有效地支援 教与学

References 参考• Brodie, Roderick J., et al. 2011. “Consumer engagement in a virtual brand

community: an exploratory analysis.” Journal of Business Research in press. doi:10.1016/j.jbusres.2011.07.029.

• Grummon, Phyllis T. H. 2009. “Best practices in leaning space design: engaging users.” EDUCAUSE Quarterly 32(1). http://www.educause.edu/EDUCAUSE+Quarterly/EDUCAUSEQuarterlyMagazineVolum/BestPracticesinLearningSpaceDe/163860

• Lippincott, Joan, and Stacey Greenwell. 2011. 7 Things You Should Know About the Modern Learning Commons. EDUCAUSE. http://www.educause.edu/Resources/7ThingsYouShouldKnowAbouttheMo/227141

• van Doorn, Jenny, et al. 2010. “Customer engagement behavior: theoretical foundations and research directions.” Journal of Service Research, 13(3): 253-266. doi: 10.1177/1094670510375599

• Verhoef, Peter, et al. 2010. “Customer engagement as a new perspective in customer management.” Journal of Service Research, 13(3) 247-252 doi:10.1177/1094670510375461.