Diana Chan & Gabi Wong 陳 丽霞 、黄家慧 The Hong Kong University of Science & Technology

1. 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

2. 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

3. 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

4. Library Capital Projects at HKUSTLibrary Extension 扩建图书馆

5. Library Capital Projects at HKUSTLearning Commons 综合研习坊

6. Library Capital Projects at HKUSTLearning Commons 综合研习坊

7. Floor Plan of the Learning Commons综合研习坊平面图 Refreshment Zone Open Study Area Group Study Rooms Tutorial Spaces E-Learning Classroom Creative Media Zone

8. The Learning Commons Context综合研习坊建立之背景 New learning modes 新学习模式 4-year program 新学制 More group work Users population growth　读者数目增加 New technology 新科技 Mobile communication More presentations New program structure 新课程结构 Mobile learning More multimedia New generation 新世代 Our students Active learning Collection going digital Campus-wide building extension　校园设施扩建 The Push 推力 The Pull 拉力

9. 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

10. 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

11. Learning Commons Features研习坊的特点

12. Opportunity for User Engagement「用者参与」的契機 Service Trends in ARL Libraries (1991-2008) • A Core Mission – Library as a Place • Challenges in the Digital Age • Decline in physical visits to libraries • Low perception of libraries and librarians • Changes in learning styles • Learning Commons is a response and an opportunity Image Source: data.whicdn.com

13. User Engagement Process推广过程 • A need to engage users in the new space • Learning Commons 5W Promotion Plan

14. User Engagement Process 推广过程

15. Opening Ceremony 开幕礼

16. 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)

17. 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

18. 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

19. 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

20. Selected Learning Activities Room Booking Rate教室和研讨室的预约量

21. Online Booking System研讨室网上预约系统

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

23. 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

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

25. 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

26. 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

27. 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

28. 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

29. 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.