Arizona State University

The library minute videos at the ASU website are really engaging.  As a user of these kind of services, I am as a rule unenthusiastic about the time commitment of a ten minute video, but I happily watched ten of those little snippets.  It made me want to be an undergraduate, studying on campus again.  At ASU.  I wonder if the students there know how lucky they are.  Coffee shops, exhibitions, printing from your own laptop, group study rooms available ,wifi, whiteboards (regular and electronic). Such a wonderful variety of really useful stuff.  When I was an undergraduate living on campus, we shared one phone between 50 of us, and it had a cord so we were tethered to the cold under the stairs walk through passage.  We used pens, and paper.  We typed our assignments on type writers.  I even hand wrote some of them.  I feel like such a dinosaur.

But I digress.

The time frame of the one minute library spot is excellent.  I think people are far more likely to engage with them, than a longer piece.


The Four C's – collaboration, conversation, community, content criteria.

In addition to the one minute videos, I looked at the Facebook page and Twitter feed for ASU.

Collaboration 

One of the videos asked for feedback.  ASU want to know what it is their users are interested in.  They want to give them what they want, they’ve already thought of a lot of cool stuff, but it is clear that they are happy to hear about more ideas.    


Conversation  

The Facebook page and Twitter are obviously well tended.
At the top of the Facebook page there is a complaint.  It is from November 3, and I don't know if it has been left there strategically, to show how good they are responding to comments on their page, but that is what it does.  A user complains about the wifi service in the library dropping out.  The librarian responds within four hours.  There is then some back and forth establishing what the issue is, and a promise is given to look into it.  There is follow up a week later.  The page is also updated regularly with special events.
There are also several tweets every day, with reminders of services, opening and closing times, and even reassurance for intimidated patrons. 


Community

Because Facebook and Twitter are regularly updated, there is a sense of community in those pages.    These are librarians who want to build relationships with their community.  The responses are unfailingly professional and polite.  They want to problem solve and serve and engage their community.


Content  

There are regular links on the twitter feed about what is available and what is new or coming up.