I. PastTelephone ReferenceFirst Chat ServicesTypes of Chat:CollaborativeMeebo/IMHistory of Ask a LibrarianStartedJuly 200215 Libraries – quickly to 4012-6pm Monday- Friday. First Full Month of service assisted: 99 live chat, 28 emailVince and Diana; CCLA PartnershipHighlights: December 2003 Glenda Hood demonstrates AAL at a press conference.Statistics: Jan 2003 – first month with over 1000 (721 chat; 620 email)October 2003 – first month with over 1000 chats (1039 chat/664 email)October 2006- first month with over 3000 chats (3076 chat/1131 email)Feb 2010 – first month with over 5000 chats (5359 chats, 1204 email)Sept 2010 – first month with over 6000 chats (6066 chats, 1723 email)Libraries: July 2002 = 14, February 2008 = 100; January 2011 = 1153. Software:July 2002 go live with DocutekJanuary 2005 Docutek bought by SirsiJune 2005 Sirsi bought by DynixOctober 2008 AAL moves to InstantServiceJanuary 2010 InstantService bought by ATGNovember 2010 InstantService bought by Oracle4. Functionality:2008 embeddable widgets for pages2008 AAL Mobile 2009 InstantInvite2010 SMS2010 Spanish5. Marketing2007, 2008, 2009 The Director's Chair2009, 2010, 2011 AAL Day2010, 2011 WOMMBlog, Twitter, FB, MySpace, Second Life, QR Codes
II. PresentCUSTOMIZED ENTRY POINTS. Ask a Librarian continued to create tools to enable users to use the service at their moment of need using the most convenient method. One main advantage of Ask a Librarian’s technology platform is the ability to create a myriad of entry portals for users. Thus, users can enter the service at an entry point most convenient to them. Examples of customer portal options include mobile, widget, InstantInvite, specialized desk, and SMS/texting entry points. SMS....soon with threadingSpanishMulti-Services, Single Service Point. Utlizing Staff in the best way possibleCurrently hiring a member services coordinator - to promote, expand serviceStatistics: 2008-2009 At a glance: Live Chat & Email Sessions 2008-09: 52,729 Live Chat: 38,365 Email: 14,364 Total Live Chat & E-mail Sessions: 204,212 Total Participating Libraries: 103 Total Trained Face to Face: 189 in 24 sessions Total Trained Online: 196 trained in 36 classes Hours: Sun. - Thurs. 10am- Midnight; Fri. & Sat. 10a.m.-5p.m. EST 2. 2009-2010 At a Glance:70,079 total sessions (39% increase from 08-09) 56,163 live chat sessions (51% increase from 08-09) 13,916 email sessions (5% increase from 08-09) Hours: Sun. - Thurs. 10am- Midnight; Fri. & Sat. 10a.m.-5p.m. EST Debuted Texting Debuted Spanish Interface Debuted InstantInvite 3. February 2011 Statistic Summary:Chat Sessions: 5,015 E-mail Sessions: 1,341 Text Sessions: 513 Fiscal 10-11: 32,733 Total Use 09-10: 70,079 Participating Libraries: 114 - Additionally, we ask users to tell us a little bit about themselves. Again, its an optional field and not everyone fills it out – but it gives us an idea on who is using the service. So far this year:18% Adults, not enrolled in school52% College students10% K12 (though – I think this is a bit skewed)20% Other
Predicting the future is difficult. To help – let’s start with what we “know” about the futureThen talk about how this effects the digital librarian of the future
III. Future: What do we know about the future? Post -PC SocietyWhat? Desktops and laptops will be an ancient memory in homes and we will be telling tales of them a kin to “corded phones in the kitchen” and “rotary phone”Heralded in by the ipad but many other devices on the wayNumber of Labtops being sold is downPC Everywhere SocietyMoble & Tablets Galore
Smartphone growth# of people using just voice dropped 16% last yearMobile Media use grew 22% in one year. with an additional 18.4 million media users2/3 of cellphone users take advantage of mobile phone features such as texting, e-mailing, web browsing and “apps” (software applications that allow mobile device users to play games, access web content and access media or data).1/3 of Americans now say they use their cell phones just for phone calls, according to the survey.Nearly ½ of all American adults (47%) report that they get at least some local news and information on their cellphone or tablet computer. The information they seek out on mobile platforms is practical and real time: 42% of mobile device owners report getting weather updates and 37% get material about restaurants or other local businesses on their phones or tablets1% of the total American adult population use apps. Thus, while almost half of adults get local news on mobile devices, just 1 in 10 use apps to do so. Call it the “app gap.”According to the survey, just 10% of adults who use mobile apps to connect to local news and information pay for those apps. This amounts to just 1% of all adults. Overall, 36% of adults report paying for some form of local news, the vast majority paying for local print newspaper subscriptions.
http://www.flickr.com/photos/earlysound/4490601295/http://www.flickr.com/photos/osde-info/4479424775/Over 100 tablets coming to the market in 2011Skipping the PC – and straight to mobile or tablets – built-in Internet, portability, b. The facts:½ of all people using mobile – transferring sensitive data over mobile and tabletsevery major bank launched an “app” in 2010 with the ability to do mobile banking on some level. ?
http://www.flickr.com/photos/nirak/644335254/How many computers do you have in your house? LaptopsTabletsSmartphonesDVR/TiVORoombas? New Regrigerators and other appliances can connect to a main server (hey – you need milk?)
2. Convergence of physical and digital worldsQR Codes are just the startAugmented Reality
f. technology will continue to change, quicken and influence
http://www.flickr.com/photos/barretthall/41795505/What do users want?“seamless, informal, immediate, personal, simple, minimal, short" - according to Facebook's Mark Zuckerbergcustomer service, help, guidance, the answer - navigator, convenience over content e. Content Consumption
http://www.flickr.com/photos/andybeatty/5247263940/2. What will libraries be like? The future of the digital librarian. 1. Content Creators for a world of information consumption. Edutrainment2. Proactive Reference3. National Digital Library? - centralized library presence 1. are we starting to do this already uborrow, navigator, worldcat.org...2. Australia: A Case Study: http://trove.nla.gov.au/3. Digital Books? Collections? 4. Tech training shops with reading 5. Information Experts- Reference: proactive, personal, 24/7 5. What does VR look like?ONear FutureTruly Core Service. SMS growing for now- overtaking chat. Email will eventually fadeCollaboration with long tail and local serviceVR CirculationVR GenealogyVR Special CollectionsFar, Far Away...like in 10 years.More Digital then Physical Holigram ReferenceIssues we face:What creates the future machine v people. Libraries need to be part of the conversationFundingDigital Rights Biggest Issues We Face?Other Issues
The life & times of a digital librarian
The Life & Times of a Digital Librarian: Past, Present and Future<br />Diana Silveira<br />Novare Library Services<br />