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Managing Value-Added Services...

Managing Value-Added Services...



Employing Library 2.0 for Customer Service

Employing Library 2.0 for Customer Service



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    Managing Value-Added Services... Managing Value-Added Services... Presentation Transcript

    • Managing Value-added Services in Today's Academic Library By John Michael Potter 10.31.07
    • Value-Added Services = “Library 2.0” “ The new element that Library 2.0 brings to our libraries is a shift in power balance—between us, our users, suppliers, software vendors, non-users”. -Kathryn Greenhill (2007)
    • More about Library 2.0
      • Web 2.0 characteristics allow users to produce content, share ideas, employ collaborative tools
      • Web 2.0 has empowered both librarians and patrons. However, the academic library can no longer become accustomed to having a captive audience
      • Library 2.0 alludes to the term 2.0 in an attempt to associate libraries more directly with the characteristics and technology of web 2.0 (Participatory, barrier-free, ubiquitous)
      • Generational changes play a part. Current generation has little desire to navigate OPACs.
      • Beware Library 2.0 hype vs reality. The trend argues for evolution rather than revolution.
    • What this means:
      • Changing the way we view libraries
      • Inviting user participation
          • to share ideas, contribute content, access collaborative tools
      • Consistently evaluating services
          • to reach new users, better serve current users
      • Higher expectations, aspirations
    • Value-Added Reference Virtual reference isn’t just about the question but is tied to the full range of the user experience—an environment in which all of the Library 2.0 tools are served up in an integrated way in the service of the end user…
    • Wiki as a Knowledge Base
      • External Wiki:
        • Employ as reference question repository
        • For dynamic, up-to-date information
      • Internal Wiki
        • Technology updates
        • News about new resources
        • Confer about student assignments
    • Wiki Sample
    • Other considerations
      • Wikis
        • can be used to foster collaboration between libraries
      • The Desk vs Roving Reference
      • Virtual Reference/Google Answers
      • Facebook
        • participation to create personal connections (quality not quantity)
    • Other L2 tools
      • IM (Meebo):
        • Necessary
        • Device restrictions
        • Disproportionate attention?
      • Voice of Internet Protocol
        • Skype’s new handheld device (10/23)
      • Blogs
        • Connect, engage with users
        • promote library services, demonstrate librarian’s skills
    • Meebo (IM)
    • Value-Added Instruction by treating patrons as peers and interacting with them on their turf, librarians can be perceived as genuine allies
    • “Customer Facing Environments”
      • Facebook, MySpace:
        • ” Learn by Doing”
      • Bloglines:
        • Accumulate updated research material using RSS
      • Podcasts:
        • Adding value, convenience
      • Mashups:
        • Tools for innovative Research
    • Bloglines
    • Mashups: GoogleMaps/Train Schedule
    • “Customer Facing Environments”
      • Wikis:
        • Really dynamic research guides
      • Second Life:
        • A distance learning tool
      • Game Design:
        • unwarranted skepticism (?)
    • The Second Life Library:
    • Information Literacy
      • Evaluate materials (IL) using Wikis
      • Review legal issues using Facebook
      • Discover new ideas using tagging
      • Discern research trends using Del.icio.us
      • Create IL Podcasts for user convenience (customized via RSS)
    • Value-Added Access “ Libraries must disconnect services from being locked away in proprietary silos… Otherwise, students will bypass processes and institutions they perceive to be slow, unresponsive, and irrelevant...” -Jenny Levine (2006)
    • Unhappiness with OPACs
      • First mistake:
        • made to serve librarians rather than users
      • Disconnected:
        • analogous to a proprietary silo- no data mobility
      • Closed system:
        • limited ability to add features
      • Demand change from vendors
        • or build your own (OPAC plug-in for Wordpress).
    • OPAC Solutions
      • In short, become like Amazon
        • (personalized, participatory)
      • Requires radical trust
        • open up systems, create pilot project
      • A New OPAC should have:
        • open standards, APIs, and web services
        • modular, reusable systems- separate the data, application, & interface
      • Hire Programmers
        • Deciding factor between haves and have-nots
    • Tagging
      • Delicious/Flickr-
        • “ facilitate shared discovery of new ways of understanding same content”
      • University of Pennsylvania
        • RSS feed for tags to promote discovery
        • Allow users to tag within online catalog
      • Tag Clouds??????
      • Geotagging????????
    • Tagging
    • Tagging
      • Advantages
        • More scalable, current/reflective,
        • Flat, non-hierarchical,
        • A discovery system– unlike blog, can be used for long-term interests
      • Disadvantages
        • No synonym control, lack of precision, fuzziness in linguistic boundaries (no broader vs. narrower)
    • Implementation “ Currently libraries have a tendency to plan, implement, and forget.” -Michael Casey (2006)
    • Staff Issues
      • Resistance
      • Rethinking
      • Training
      • Staff Wiki
    • Risks/Problems
      • High expectations from users
      • Implemented and forgotten?
      • Vague interest from management
      • Any misstep may affect general progress
    • Planning Ahead
      • Envisioning the ideal Library 2.0
      • But what do users want?
      • Judiciously select priorities
      • Don’t reinvent the wheel
      • Document success and failures
      • Prepare to convince the IT Dept
        • Well-thought out plans taken seriously
    • Evaluation & Assessment
      • Create vehicle for regular student & faculty input
      • Employ benchmarks
      • Do not throw out the baby with the bathwater
      • Solicit feedback
    • Marketing “ ..telling people to come to the library is different from telling them to consult a well-educated librarian” -J.K.Shokane (2002)
    • Still Relevant Ideas
      • Technologies vs. Attitude
      • Student Outreach
      • Relationship Marketing
      • Self-Branding
    • Promotional Web Tools
      • Google Scholar
      • Blogs
      • Podcasting
      • Flickr
      • Facebook
    • Conclusion What is the alternative to learning new skills and changing? That would be marginalization and obsolescence.
    • Conclusion
      • What will become of the Library?
        • Institutional Repositories & Trust
        • D2C2 at Purdue University