Everybody’s talking but who’s listening? Hearing the user’s voice above the noise, with content strategy and design thinking
VALA2016 CONCURRENT SESSION 14: Design
Thursday 11 February 2016, 11:25 - 11:55
Persistent URL: http://www.vala.org.au/vala2016-proceedings/vala2016-session-14-newton
Kristy Newton and Michelle Riggs
University of Wollongong Library, NSW
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Read the paper, view the video of the presentation on the VALA2016 GigTV channel and view the presentation slides here:
- pdf VALA2016-Session-14-Newton-Paper (3.54 MB)
- video VALA2016-Session-14-Newton-Video
- VALA2016-Session-14-Newton-Slides (1.64 MB)
Targeted, consistent content encourages library users to engage with our services and resources. As the user experience, particularly offshore, is largely defined by interactions with our virtual services, it is more important than ever to listen to the user and craft content that forms part of an ongoing conversation. This paper shares the University of Wollongong Library’s experience of developing a content strategy and using personas with design thinking to firmly place user experience at the heart of content and service delivery.
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