Responsive Service Delivery in the Digital Age

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Responsive Service Delivery in the Digital Age

• LIR Seminar 2007
• Ellen Breen, DCU Library

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Presentation Overview

• Web 2.0
• Information Landscape
• Our users
• Service challenges and responses

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Web 2.0

• Lots of definitions
• Describes lots of new resources which are based
  on the web instead of your PC which can be viewed
  by groups or everyone in ways not possible before
• User generated content
• Sharing, participation, communities
• News media

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Social Computing

• Collaborative authoring services
• Wikis - Wikipedia (60)
• Social networks (15-60)
• Myspace Facebook
• Communication tools
• MSN Messenger (40-80)
• RSS Feeds (20)

Source Forrester Research, Inc.
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Social Computing

• Blogs (40 60) (read for fun)
• Video sharing
• You Tube (20 - 50)
• Image sharing
• Flickr (5 - 25)
• Social games / spaces
• Second life (-10)
• Social bookmarking
• Del.icio.us (5 - 20)

Source Forrester Research, Inc.
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Tagging

• A tag is a (relevant) keyword
• or term associated with or
• assigned to a piece of
• information (like picture,
• article, or video clip), thus
• describing the item and
• enabling keyword-based
• classification of information it
• is applied to. (Wikipedia)
• A Tag Cloud is a visual representation
• of content tags used on a website
• Large font most used tag

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Online Information Landscape

• Traditional web resources
• New web resources
• Library e resources
• Students are faced with
• navigating in a virtual world where
  distinctions are increasingly blurred between
  communication and information, published and
  unpublished, private and public, free and fee,
  author and reader, written and spoken, edition
  and update, original and copy.
• (Giannini)

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Our users the Millenial Generation

• Also known as Gen Y Web Gen Digital Natives
•  
• Born between 1980 and 2000
• Grown up with the internet
• Always connectedto information and each other
• Multi-tasking is a way of life / like to work in
  groups
• Learners who prefer graphics/short bites of
  information, experiential activities, using
  technology

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Cited In Obliner, 2004
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The Millenial Generation

• Look to technology to overcome lack
• of skills and experience
• Want to access information quickly
• and are confident in finding
• information for themselves
• Low brand loyalty
• Expect high standards in customer service
• and support (face to face and online)

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Library users

• Millenials lack IT skills to support academic
  work (Educause Centre for Applied Research, Study
  of UG and IT, 2006)
• NB. Not all our users fit the millenial
• profile in relation to internet use and
• IT skills
• Search engine is the first choice for finding
  information fast, convenient and easy to use
  (OCLC Survey College Students Perceptions of
  Libraries and Information Resources)
• What does this mean for us?
• Library brand Books

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Service challenges

• One size wont fit all (choices)
• Review service delivery models
• We need to provide services at point of need
• we go where our users are, they dont have to
  come to us!
• We need to enhance their (online) library
  experience
• Good customer service
• 80 of consumers blame a sales person for bad
  shopping experience

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Service challenges

• We need to (really) engage with our users get
  them involved in service planning and development
  activities
• How?
• We need to provide tools which allow them to
  discover quality information quickly and easily
  and deliver it to them!
• Information Literacy (education and experience)

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An important focus for libraries is attention to
services that save time, are sensitive to user
workflow, and are targeted and engaging. We
need to get in the workflow of the user(Lorcan
Dempsey)
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Service responses

• Exploit web 2.0 technologies
• get in the flow.
• involve users
• Library 2.0

Darlene Fichter http//library2.usask.ca/fichter/
blog_on_the_side/2006/04/web-2.html
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Integrate library with other services
VLEs Student portals Amazon, Google etc
(e-commerce applications)
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Online support and communication

• FAQs, guides etc
• SMS
• Instant messaging
• Email
• Class discussion forum
• Podcasts
• RSS feeds
• Record workshops
• Blogs

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Other spaces

• Bebo, Myspace
• Second Life

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Discovery Tools

• We need to make discovery and delivery of
  resources fast,efficient and reliable
• Finding Time MagazinePenn State University
  Library
• http//www.youtube.com/watch?vtKvR0OC4nYc

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Discovery Tools

• Meta search tools
• The Library 2.0 catalogue
• You might also be interested in.
• Your class is also reading..
• Post a review?
• Did you mean?
• Sorry this book is checked out, but..
• Check the contents page of this book link to
  Amazon.
• - Add a tag???

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http//www.lib.byu.edu/ Harold B. Library
A simple search box designed to get you going
fast. It won't solve all of your research
problems but it will give that term paper a kick
in the right direction
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http//www.lib.umn.edu/undergrad/index.phtml Unive
rsity of minnesota
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(No Transcript)
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http//www.lib.byu.edu/
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(No Transcript)
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Summary

• Get in the flow.go where our users are
• Engage in new ways with users
• A new generation with new needs
• Quality experiences
• Get creative try things out.
• Alan November Rethinking Libraries of Today
• http//nlcommunities.com/podcasts/1798/blc06/entry
  119864.aspx

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Bibliography

• Anderson, Paul. What is Web 2.0? Ideas,
  technologies and implications for education, JISC
  Technology and Standards Watch, February
  2007-05-03
• http//www.jisc.ac.uk/media/documents/techwatch/ts
  w0701b.pdf
• Bell, Lori et al. Get a second Life!
  Prospecting for gold in a 3-D world. Computers in
  Libraries, January 2007.
• Carr, Reg. What users want An academic hybrid
  library perspective. Ariadne, Issue 46, Februrary
  2006
• Charron, Chris et al. Social Computing.
  Forrester Research Inc. February 2006.

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Bibliography

• Dempsey, Lorcan. Libraries in a web 2.0
  environment.
• Presentation available at
• http//www.oclc.org/research/staff/dempsey/present
  ations.htm
• Forrester Consulting. Is Europe ready for the
  millenials? Innovate to
• meet the needs of an emerging generation.
  Forrester Research Inc.
• 2006
• Giannini, T. Virtual Libraries on the web dream
  or reality? Presentation.
• Grassian, Esther Trueman R.B. Stumbling,
  bumbling, teleporting and
• flyingLibrarians avatars in second life.
  Reference Services Review,
• Vol. 35. No. 1. 2007
• Lorenzo, G et al. How choice, co-creation, and
  culture are changing what it means to be net
  savy. Educause Quarterly, No. 1. 2007

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Bibliography

• Lorenzo, George Dziuban, Charles. Ensuring the
  net generation is net savy. Educause Learning
  Initiative (ELI) Paper 2 2006
• Mitchell, Eleanor Watstein, S.B. Further
  thoughts about putting the user at the centre.
  Reference Services Review, Vol. 35, No.1. 2007
• Oblinger, D. The next generation of educational
  engagement. Journal of Interactive Media in
  Education, 2004 (8).
• Oblinger, D. Boomers, Gen-Xers, and Millennials
  Understanding
• the "New Students, Educause Review, July/August
  2003.
• Online Computer Library Centre (OCLC),
  Perceptions of Libraries and
• Information Services A report to the OCLC
  membership, 2005.
• Sadeh, Tamar. User experience for library users
  time for change. Password, January 2007.