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Michelle Riggs
Michelle Riggs
Kristy Newton
Kristy Newton

Everybody’s talking but who’s listening? Hearing the user’s voice above the noise, with content strategy and design thinking

Thursday 11 February 2016, 11:25 - 11:55
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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:


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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This work is licensed under a Creative Commons Attribution-NonCommercial License.


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