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 HKUST Library Extension 扩建图书馆 Original Library Building Extension (finished in early 2011) % increase Space10,550 m²+ 1,800 m²17% Seats2,125+ 27513%

5. Library Capital Projects at HKUST Learning Commons 综合研习坊 Opening 开幕 Soft launch in February 2012 Official opening on March 26, 2012 Space 空間 1,800 sq. m. ~ 550 seats 17 Group Study Rooms Technology 科技 42 Windows PCs and 32 Macs 5 Interactive Projectors 1 Touch-screen PC 2 Networked copiers

6. Library Capital Projects at HKUST Learning Commons 综合研习坊 Teaching Venues 教学设施 2 E-Learning Classrooms 3 Tutorial Spaces in flexible setup Creative Media Zone 创意媒体区 Production Studio 4 Editing Suites Graphics Workshop Operated by Publishing Technology Center Refreshment Zone 休憩区 Relaxing furniture Vending machines

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

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

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 Technology- rich environment Integrated student services Hub A variety of spaces Social & refreshment areas Late hours access capability Redeployed Staff

12. Service Trends in ARL Libraries (1991-2008) Opportunity for User Engagement 「用者参与」的契機 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 5W PlanWho says What to Whom through Which Channel with What effect WhoLC Manager, AUL, PTC Director, Others MessageInform users about the new facilities Audience32 groups of 220 participants (President, VPs, deans, department heads, directors, managers, faculty, staff and students) Format1.5 hour tour, with presentation and discussion, Opening Ceremony PreparationLC webpage, pamphlets, artist illustration, ppt, management policies and procedures, staffing plan, opening hours, newsletter, Face Book, Blog, E-board OutcomesVisibility, Accomplishment, Communication, Partnership, User Engagement

14. User Engagement Process 推广过程

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. 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. 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. Research-related 研究有关 Behavioral research 行為研究 Decision-making experiment 决策实验

20. Selected Learning Activities April 2012% booked Group Study Rooms (all floors; 19 rooms)78% IC Learning Space28% LC Group Study Rooms (17)89% Media & Discussion Rooms (3)79% Classroom A11% Classroom B9% Tutorial Spaces (A, B, C)12-13% Seminar Room81% Multi-function Room15% AV Editing Suite A36% AV Editing Suite B41% AV Editing Suite C33% Production Studio18% 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. 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/EDUCAUSEQuarterlyMagaz ineVolum/BestPracticesinLearningSpaceDe/163860 http://www.educause.edu/EDUCAUSE+Quarterly/EDUCAUSEQuarterlyMagaz ineVolum/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/2 27141 http://www.educause.edu/Resources/7ThingsYouShouldKnowAbouttheMo/2 27141 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.