Implementing Library 2.0 Services: The Practical Considerations Joe Murphy General Science Librarian & Instruction Coordinator Kline Science Library, Yale University [email_address] Guest Lecture: LIS 518 Designing User-Centered Information Services Rutgers University, School of Communication, March 25, 2008

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PPT file - http://pantheon.yale.edu/~jm882/ImplementingLibrary2.0joemurphy.ppt

Online - http://pantheon.yale.edu/~jm882/ImplementingLibrary2.0joemurphy.htm

SlideShare.net –

http://www.slideshare.net/joseph.murphy/implementing-library-20-services

Outline What is Library 2.0 and Why it is important to libraries and librarians Implementing 2.0 services… the realities Steps, considerations, user expectations, implications, barriers, special considerations for reference services Case studies and Exercises

What is Library 2.0 and Why it is important to libraries and librarians

Implementing 2.0 services… the realities

Steps, considerations, user expectations, implications, barriers, special considerations for reference services

Case studies and Exercises

What is Library 2.0 ? Defining Library 2.0 Elements of 2.0 Interaction User contributions/participation Collaboration Trust Endless beta Adaptability Example sites and applications

Defining Library 2.0

Elements of 2.0

Interaction

User contributions/participation

Collaboration

Trust

Endless beta

Adaptability

Example sites and applications

www.slideshare.net/sirexkat/what-is-library-20/

www.slideshare.net/sirexkat/what-is-library-20/

Why is it Important to Libraries & Librarians? Libraries staying/becoming relevant In patrons’ space Enhancing and expanding library services We will be the ones to transform our libraries So we need to: Be able to articulate the nature and value of 2.0 Consider the implications to ensure quality services

Libraries staying/becoming relevant

In patrons’ space

Enhancing and expanding library services

We will be the ones to transform our libraries

So we need to:

Be able to articulate the nature and value of 2.0

Consider the implications to ensure quality services

The Realities of Implementing 2.0 Services Idea  Service Getting/taking permission Having a plan Management models Considerations Staffing, Standards, Policies, etc

Idea  Service

Getting/taking permission

Having a plan

Management models

Considerations

Staffing, Standards, Policies, etc

Choosing a Service fill a need select a tool

Getting Permission / Upwards Buy In Organized proposal accounting for: Goals Costs Staffing and Time commitments User policies User expectations Documentation Permissions of institution?

Organized proposal accounting for:

Goals

Costs

Staffing and Time commitments

User policies

User expectations

Documentation

Permissions of institution?

Make A Game Plan – The Vision Vision Mission statement How will this service meet your library’s mission and goals?

Vision

Mission statement

How will this service meet your library’s mission and goals?

Creating The Account Make a game plan first – the practicalities Choose a username in consultation w/ your boss Use the same username for each service for branding and consistency Contact info Profile/bio elements Bio picture Necessary elements Management: staffing, training, policies, etc

Make a game plan first – the practicalities

Choose a username in consultation w/ your boss

Use the same username for each service for branding and consistency

Contact info

Profile/bio elements

Bio picture

Necessary elements

Management: staffing, training, policies, etc

Username Consistent – for branding Recognizable to patrons Identifies library and parent institution Include ‘lib’ May serve as part of URL, so keep it short and memorable

Consistent – for branding

Recognizable to patrons

Identifies library and parent institution

Include ‘lib’

May serve as part of URL, so keep it short and memorable

YALESCILIB Twitter/IM/Myspace/Flickr : yalescilib

Twitter/IM/Myspace/Flickr : yalescilib

Contact Info Use a central email address? Benefits: Official, recognizable, controllable, accessible by several people for backing up. Considerations: How will other staff answering communication through this email interact with the point person? Filter/rule Personal contact info Considerations: Expectations on this person, response time, sharing info, passing on when leaving, documentation/recording info in case of absence.

Use a central email address?

Benefits: Official, recognizable, controllable, accessible by several people for backing up.

Considerations: How will other staff answering communication through this email interact with the point person?

Filter/rule

Personal contact info

Considerations: Expectations on this person, response time, sharing info, passing on when leaving, documentation/recording info in case of absence.

Profile Tone Decide on a tone before beginning Official or Fun A little bit of both Personal vs. Institutional Regulations, i.e. Facebook May depend on the site/service

Decide on a tone before beginning

Official or Fun

A little bit of both

Personal vs. Institutional

Regulations, i.e. Facebook

May depend on the site/service

Profile/Bio Picture Optional for most sites/services Never create a profile without a pic Copyright issues? Best practices: Recognizable/identifiable, clear, fun, official Have thumbnail photo ready

Optional for most sites/services

Never create a profile without a pic

Copyright issues?

Best practices:

Recognizable/identifiable, clear, fun, official

Have thumbnail photo ready

Necessary Elements and Standards Required by Library Required by parent institution: University, school, local government, board, etc. HTML elements Copyright Banners Dis-endorsements and disclaimers Larger scale: standards to set the bar

Required by Library

Required by parent institution:

University, school, local government, board, etc.

HTML elements

Copyright

Banners

Dis-endorsements and disclaimers

Larger scale: standards to set the bar

Necessary Elements and Standards HTML elements and Copyright Updated: 03/19/08 Maintained by: Joe Murphy - joseph.murphy@yale.edu © 2005 Yale University Banners Dis-endorsements and disclaimers (Yale Science Libraries does not endorse Facebook)

HTML elements and Copyright

Banners

Dis-endorsements and disclaimers

Best Practices for Content Always link to library website Contact info at every possible point Appears obviously official Be human Approachable: Fun but official Interweave library services Adopt the culture and language Short hand Grammar, slang

Always link to library website

Contact info at every possible point

Appears obviously official

Be human

Approachable: Fun but official

Interweave library services

Adopt the culture and language

Short hand

Grammar, slang

Management Models Staffing Responsibilities, point person, time commitment Training Ensure patron expectations are met Costs Policies and their enforcement Flexible Sustainability Scalability

Staffing

Responsibilities, point person, time commitment

Training

Ensure patron expectations are met

Costs

Policies and their enforcement

Flexible

Sustainability

Scalability

Sustainability Is this a service that your library can sustain at a consistent, high level quality service? Is there room to grow? Can it weather staff changes? Purposeful abandonment

Is this a service that your library can sustain at a consistent, high level quality service?

Is there room to grow?

Can it weather staff changes?

Purposeful abandonment

Scalability Can fellow librarians use or build upon the model? Can the model be adopted and expanded by a larger system? Can libraries elsewhere learn and borrow from your model?

Can fellow librarians use or build upon the model?

Can the model be adopted and expanded by a larger system?

Can libraries elsewhere learn and borrow from your model?

Staffing Who will – Create the service Update and add content Maintain and do quality control Respond about the service Respond through the service Time commitments Fail safe – another person to access just in case Staff awareness and buy in

Who will –

Create the service

Update and add content

Maintain and do quality control

Respond about the service

Respond through the service

Time commitments

Fail safe – another person to access just in case

Staff awareness and buy in

Training – General Experiment; play to learn Social networking literacy Familiarity with and being able to navigate the interface Responding and interacting within Building and managing a network Adding content Most important – understanding and articulating the service: mission, procedures, policies

Experiment; play to learn

Social networking literacy

Familiarity with and being able to navigate the interface

Responding and interacting within

Building and managing a network

Adding content

Most important – understanding and articulating the service: mission, procedures, policies

Costs Are there hidden costs? Many services can be optimized with paid accounts Is the cost worth the price? Whose approval is needed? What budget/ fund can be used? Is special permission needed? Continuing payments: Renewing, workflow

Are there hidden costs?

Many services can be optimized with paid accounts

Is the cost worth the price?

Whose approval is needed?

What budget/ fund can be used?

Is special permission needed?

Continuing payments:

Renewing, workflow

Policies For patrons Hours Expectations on them Whom service is provided for – authentication For staff Meeting patrons’ expectations Responsibilities Disseminating policies Policy statement

For patrons

Hours

Expectations on them

Whom service is provided for – authentication

For staff

Meeting patrons’ expectations

Responsibilities

Disseminating policies

Policy statement

Policies

Marketing Self marketing? Physical: fliers etc Instruction sessions and word of mouth Telling patrons Online In other services Branding – yalescilib Policies, concerns

Self marketing?

Physical: fliers etc

Instruction sessions and word of mouth

Telling patrons

Online

In other services

Branding – yalescilib

Policies, concerns

Business Card

Flier

Website http://www.library.yale.edu/science/socialnetworking.html

Evaluating Success measures? Easy statistics for flickr and facebook pages del.icio.us Who’s citing you: Google alerts Seeking input Comment forms Soliciting feedback Rating Survey and focus groups

Success measures?

Easy statistics for flickr and facebook pages

del.icio.us

Who’s citing you: Google alerts

Seeking input

Comment forms

Soliciting feedback

Rating

Survey and focus groups

Facebook Page Stats

Flickr Stats

Other Considerations? What else do we need to consider?

What else do we need to consider?

Case Studies – Yale Science Libraries Twitter Text Messaging reference Flickr Your input needed

Twitter

Text Messaging reference

Flickr

Your input needed

Twitter http://twitter.com/yalescilib Buy in Setting up: profile, appearance, etc Management model Who will post: different models How often will new posts be added Scope of posts Standards and best practices for posts Communicating those stds Training http://eprints.rclis.org/archive/00012752/02/Murphy_Microblogging.pdf

http://twitter.com/yalescilib

Buy in

Setting up: profile, appearance, etc

Management model

Who will post: different models

How often will new posts be added

Scope of posts

Standards and best practices for posts

Communicating those stds

Training

http://eprints.rclis.org/archive/00012752/02/Murphy_Microblogging.pdf

Twitter

Flickr http://www.flickr.com/yalescilib/ Uses and Vision Profile elements Worries about redundancy Copyright? Flickr policies Cost Management model Uploading: how often? What are users’ expectations? Standards Metadata and time spent

http://www.flickr.com/yalescilib/

Uses and Vision

Profile elements

Worries about redundancy

Copyright?

Flickr policies

Cost

Management model

Uploading: how often? What are users’ expectations?

Standards

Metadata and time spent

Flickr - http://flickr.com/people/yalescilib/

Text Messaging Reference Getting started: buy in How implemented Choosing a tool/technology Management model Staffing Training Policies Announcing Marketing http://www.library.yale.edu/science/textmsg.html

Getting started: buy in

How implemented

Choosing a tool/technology

Management model

Staffing

Training

Policies

Announcing

Marketing

Competencies For 2.0 Librarians Flexible Willing to learn Not afraid of making mistakes Willing to play, experimental User-centered philosophy of convenience Ability to explain 2.0 and its interrelation with traditional services Others?

Flexible

Willing to learn

Not afraid of making mistakes

Willing to play, experimental

User-centered philosophy of convenience

Ability to explain 2.0 and its interrelation with traditional services

Others?

Recommend Readings - Stay Current, Stay Informed Blogs: Tame The Web - http://tametheweb.com/ Books: Library 2.0 Initiatives in Academic Libraries. by Laura B. Cohen Podcasts: “25 Technologies in 50 Minutes” - Stephen Abram www.sirsidynixinstitute.com/seminar_page.php?sid=69

Blogs: Tame The Web - http://tametheweb.com/

Books: Library 2.0 Initiatives in Academic Libraries. by Laura B. Cohen

Podcasts: “25 Technologies in 50 Minutes” - Stephen Abram www.sirsidynixinstitute.com/seminar_page.php?sid=69

Contact Info http://pantheon.yale.edu/~jm882/ImplementingLibrary2.0joemurphy.ppt http://pantheon.yale.edu/~jm882/ImplementingLibrary2.0joemurphy.htm http://www.slideshare.net/joseph.murphy/implementing-library-20-services Joe Murphy [email_address] IM joescilib Text msg # Facebook me http://www.facebook.com/profile.php?id=761310452

Joe Murphy

[email_address]

IM joescilib

Text msg #

Facebook me http://www.facebook.com/profile.php?id=761310452