When it comes to communications and outreach work, I think we often fall prey to the availability bias. This is the tendency to favor what is right in front of you, or what is most readily called to mind, and to assume it is the right or best available option. Case in point: Recently I was having a conversation with my team about how to best promote an event. Someone chimed in with “Put in on the homepage. That way everyone will see it.”
Breathe in.
As librarians, we see our homepage every day. It’s where we often start when helping students with their research. It’s how we most readily access our policies documents and forms. It’s where we go to look up another librarian’s contact information (because for some ungodly reason that information isn’t readily available in Outlook).
Unfortunately, that’s not how non-librarians and staff experience our website. When most users come to our homepage, they immediately click on “Hours,” “Group Study Room Reservations” or the library catalog search. Mostly never scroll below the fold to see any of the promotional material posted there. Moreover, the 25% of users who access our site on handheld devices don’t see the promo content because it’s hidden in the mobile interface. A whopping 0.02% of users click on the promo material on our homepage.
That promo material has a purpose, but it’s not there to drive traffic (that’s a story for a different post). The point to understand is that the data doesn’t support the assumption that the homepage is a highly visible space. It’s not like digital platforms such as Spotify or YouTube where users hang out for long periods of time, and which can use banner ads and takeovers: on our homepage, users are on their way to somewhere else and rarely come back in a single session.
The same could be said of fliers posted in the library. We walk by these spaces multiple times a day into and out of work, on our way to the bathrooms, or to a meeting. But that isn’t how most users experiences our spaces. Most users pop in to quickly grab a resource, to print something out, or to meet up with friends in a study room. At best, they might make two passes by a poster or a flier, and usually on the way to somewhere else. There are effective ways to use print media in a library context that might catch a student’s attention, but they don’t include a flier posted to a wall or sitting in an acrylic holder on a service desk.
This isn’t to say that the library homepage and fliers are not somewhat effective. Perhaps in the “long tail” of library outreach, they do make a difference, especially over longer periods of time. But if we’re using metrics like engagement per visit, the numbers are essentially zero.
Intentional outreach like email marketing, tabling, word of mouth via faculty, and social media (to an extent) are far more effective methods. The number of people I can get to scan a QR code to register for a workshop by talking to them 1:1 at a tabling event, or to click on an e-resources link in a personalized email, or engage with an entertaining social media post reminding students about a library policy, is far higher than any website embed or printed flier. Again, this isn’t to say those latter methods don’t move the needle at all, but our faith in their efficacy is grossly overestimated, I suspect, due to our overfamiliarity with them.
I might even go so far as to suggest that passive outreach, like fliers and website posts, is more about making us feel better. We feel we’ve done something. We can brush off ours hands and go home. Promotion achievement unlocked! But the data doesn’t hold up. To effectively connect with students and faculty, you need intention. You need strategy. You need a plan. And you need to follow the data.
Breathe out.
What I’m reading
The Erasure of Diverse American Histories by Trevor Dawes. “American history is not a single narrative but a complex tapestry of interrelated stories. When we attempt to simplify this tapestry to showcase only certain threads, we not only do a disservice to historical accuracy but also deny future generations the full understanding of how our nation developed through the contributions of people from all backgrounds.”
Colleges Face a Prisoner’s Dilemma by David Asch. “If universities can see past the outcomes of any single encounter, and can reawaken the mutual trust they have long operated with, they may reset the terms of engagement between higher education and the state”
Links to the past
- 1 year ago: At least one of these books is still in my TBR pile.
- 5 years ago: I was only just beginning to understand what quarantine would do to my work-life balance, but I was coping as best as I could.
- 10 years ago: I was publishing, presenting, and (most importantly) building a Battledecks competition for ACRL 2015. We should bring those back.
- 15 years ago: I was reading André Cossette’s “Humanism and Libraries.” Wow, this is the first time I’ve added the 15 year marker to this section!
Overheard online
If they make a John Wick 5, I want it to be set in afterlife and Wick is contracted by the ruler of said afterlife to kill renegade demons/spirits. The payment is to be reunited with his wife and the puppy from the first film. The final scene shows him opening his wallet to look at his newly resurrected identity and it says John Constantine. — @fskornia on Mastodon
banner image: Atlas Negative Collection Images on flickr