The Social Web and the Information Professional: Risks and Opportunities Brian Kelly UKOLN University of Bath Bath, UK UKOLN is supported by: This work is licensed under a Attribution-NonCommercial-ShareAlike 2.0 licence (but note caveat) Acceptable Use Policy Recording of this talk, taking photos, discussing the content using email, instant messaging, blogs, SMS, etc. is permitted providing distractions to others is minimised. Resources bookmarked using ‘ cilip2 ' & ‘ cilip-council-2009 ’ tags Email: [email_address] Twitter: http://twitter.com/briankelly/ Blog: http://ukwebfocus.wordpress.com/ http://www.ukoln.ac.uk/cultural-heritage/events/cilip-council-2009/ Rehearsal

Academic Library Example (1) University of Wolverhampton provide 5 blogs to support academic departments An Electronic Resources Newsletter is driven by blog software. Information is available via: RSS Email Examples from guest blog post by Jo Alcock on UK Web Focus blog / / Bridging Worlds 2008 paper, National Library of Singapore

University of Wolverhampton provide 5 blogs to support academic departments

An Electronic Resources Newsletter is driven by blog software. Information is available via:

RSS

Email

Academic Library Example (2) A Facebook page provides: Brief factual information Links to key resources on main Web site Dynamic content embedded via RSS Calendar information embedded via Google calendar Ability for users to become ‘fans’

A Facebook page provides:

Brief factual information

Links to key resources on main Web site

Dynamic content embedded via RSS

Calendar information embedded via Google calendar

Ability for users to become ‘fans’

National Library Example (1) National Library of Wales “ Shaping the future: The Library’s strategy 2008-2009 to 2010-2011 ”: “ We propose taking advantage of new online technology, including … Web 2.0 services … It is expected that the Library itself will provide only some specific services on its website. Instead, the intention is to promote and facilitate the use of the collections by external users, in accordance with specific guidelines.” Example of use of Web 2.0 services embedded within a Welsh Assembly Government funded project

National Library of Wales “ Shaping the future: The Library’s strategy 2008-2009 to 2010-2011 ”:

“ We propose taking advantage of new online technology, including … Web 2.0 services …

It is expected that the Library itself will provide only some specific services on its website. Instead, the intention is to promote and facilitate the use of the collections by external users, in accordance with specific guidelines.”

National Library Example (2) Use of Web 2.0 at the National Library of Wales including: Use of YouTube Examples from guest blog post by Paul Bevan on UK Web Focus blog / Bridging Worlds 2008 paper, National Library of Singapore http://www.youtube.com/watch?v=ykCAxSqziFY

Use of Web 2.0 at the National Library of Wales including:

Use of YouTube

National Library Example (3) Use of Web 2.0 at the National Library of Wales including: Use of YouTube Use of Flickr http://www.flickr.com/groups/cymru-wales/

Use of Web 2.0 at the National Library of Wales including:

Use of YouTube

Use of Flickr

National Library Example (4) Use of Web 2.0 at the National Library of Wales. Wales, including: Use of YouTube Use of Flickr Use of a community Wiki http://www.ourwales.org.uk/index.php?...

Use of Web 2.0 at the National Library of Wales. Wales, including:

Use of YouTube

Use of Flickr

Use of a community Wiki

Renaissance West Midlands workshop, Feb 2009 MLA East of England workshop, Nov 2008 Concerns identified in discussion group sessions at various UKOLN 1-day workshops for the cultural heritage sector

The Challenges Challenges Resources Expertise Time Money Understanding Legal Issues IT Services Colleagues Management Accessibility Sustainability Reliability Cultural issues Technical Issues Interoperability Privacy, DPA, FOI, .. Council OK, there are barriers. Does this mean we don’t do anything?

Take-up Of New Technologies The Gartner curve Developers Rising expectations Trough of despair Service plateau Enterprise software Large budgets … Early adopters Chasm Failure to go beyond developers & early adopters (cf Gopher) Need for: Advocacy Listening to users Addressing concerns Deployment strategies … This talk looks at approaches for avoiding the chasm & reshaping the curve

The Gartner curve

Chasm

Failure to go beyond developers & early adopters (cf Gopher)

Need for:

Advocacy

Listening to users

Addressing concerns

Deployment strategies

…

Beware The IT Fundamentalists We need to avoid simplistic solutions to the complexities: Open Standards Fundamentalist: we just need XML Open Source Fundamentalist: we just need Linux Vendor Fundamentalist: we must use next version of our enterprise system (and you must fit in with this) Accessibility Fundamentalist: we must do WAI WCAG User Fundamentalist: must do whatever users want Legal Fundamentalist: it breaches copyright, … Ownership Fundamentalist: must own everything we use Perfectionist : It doesn't do everything, so we'll do nothing Simplistic Developer : I've developed a perfect solution – I don't care if it doesn't run in the real world Web 2.0 : It’s new; its cool! Organisational culture

We need to avoid simplistic solutions to the complexities:

Open Standards Fundamentalist: we just need XML

Open Source Fundamentalist: we just need Linux

Vendor Fundamentalist: we must use next version of our enterprise system (and you must fit in with this)

Accessibility Fundamentalist: we must do WAI WCAG

User Fundamentalist: must do whatever users want

Legal Fundamentalist: it breaches copyright, …

Ownership Fundamentalist: must own everything we use

Perfectionist : It doesn't do everything, so we'll do nothing

Simplistic Developer : I've developed a perfect solution – I don't care if it doesn't run in the real world

Web 2.0 : It’s new; its cool!

The Librarian Fundamentalists Librarians who have failed to evolve: Think they know better than the user e.g. they don't like people using Google Scholar; they should use Web of Knowledge (who cares that users find it easier to use Google Scholar & finds references they need that way?) Think that users should be forced to learn Boolean searching & other formal search techniques because this is good for them (despite Sheffield's study). Don't want the users to search for themselves (cf folksonomies) because they won't get it right. They still want to classify the entire Web - despite the fact that users don't use their lists of Web links. Want services to be perfect before they release them to users. They are uneasy with the concept of 'forever beta' (they don't believe that users have the ability to figure things out themselves and work around the bugs). Organisational culture

Librarians who have failed to evolve:

Think they know better than the user e.g. they don't like people using Google Scholar; they should use Web of Knowledge (who cares that users find it easier to use Google Scholar & finds references they need that way?)

Think that users should be forced to learn Boolean searching & other formal search techniques because this is good for them (despite Sheffield's study).

Don't want the users to search for themselves (cf folksonomies) because they won't get it right.

They still want to classify the entire Web - despite the fact that users don't use their lists of Web links.

Want services to be perfect before they release them to users. They are uneasy with the concept of 'forever beta' (they don't believe that users have the ability to figure things out themselves and work around the bugs).

From ‘Librarian Coelacanth’ to ‘Librarian Sapiens’ Librarian Coelancanth: Rarely spotted in the wild (sometimes found in the depths of the library). “ almost worthless ” - species that failed to take risks & evolve. How should the profession evolve? Librarian Raptor: Terrifying beast, rapidly destroying many of its competitors. However destruction of IT Servitus proved its own undoing. Species in grave danger of becoming extinct following an inability to respond to the rapidly changing climate. Librarian Sapiens: Not as intimidating as its predecessor but has the agility & mental capacity to respond quickly to changing environment 

Librarian Coelancanth:

Rarely spotted in the wild (sometimes found in the depths of the library). “ almost worthless ” - species that failed to take risks & evolve.

Let’s Be Realistic (1) Ning allows you to set up and manage your own social network. Sounds great, doesn’t it? Over-hyping expectations But: Will it have the momentum to support thriving discussion? Might it not just be an automated aggregator of content

Ning allows you to set up and manage your own social network. Sounds great, doesn’t it?

But:

Will it have the momentum to support thriving discussion?

Might it not just be an automated aggregator of content

Let’s Be Realistic (2) A lack of interest, sustainability can apply to the in-house blogs, too! There might also be issues on whether public sector/small organisations : Should seek to provide services which are provided for free elsewhere Can provide the functionality of globally-provided service Can attract the audiences of global service (if that is the aim) Over-hyping expectations http://communities.cilip.org.uk/blogs/pteg/

A lack of interest, sustainability can apply to the in-house blogs, too!

There might also be issues on whether public sector/small organisations :

Should seek to provide services which are provided for free elsewhere

Can provide the functionality of globally-provided service

Can attract the audiences of global service (if that is the aim)

The Council Firewall The reality: Useful Web services do get blocked There is dodgy/illegal/ dangerous material on the Web It may be simple to have a blanket ban Suggested approaches: We accept certain risks More sophisticated responses are needed (cf Childnet and Digizen ) We should share the approaches we’ve taken New Internet access policy for children From December 2008, children will be able to enjoy improved Internet access in all Portsmouth Libraries. The current “Walled Garden” arrangement will be discontinued. The Internet access offered will be similar to that provided in Portsmouth schools but we will also be allowing access to games, Web chat and social networking sites. For further information, please contact Patricia Garrett on … Should librarians (a) welcome bans to dodgy places or (b) seek to open access and educate users? Organisational barriers

The reality:

Useful Web services do get blocked

There is dodgy/illegal/ dangerous material on the Web

It may be simple to have a blanket ban

Suggested approaches:

We accept certain risks

More sophisticated responses are needed (cf Childnet and Digizen )

We should share the approaches we’ve taken

Some Concerns Sustainability What happens if Library 2.0 services: Are unreliable? Change their terms and conditions (e.g. start charging)? Become bankrupt Interoperability What happens if Library 2.0 services: You can’t get the data back out? You only get the unstructured or poor quality data back out? You can’t get the comments, annotations, tags out? Sustainability / Interoperability

Sustainability

What happens if Library 2.0 services:

Are unreliable?

Change their terms and conditions (e.g. start charging)?

Become bankrupt

Interoperability

What happens if Library 2.0 services:

You can’t get the data back out?

You only get the unstructured or poor quality data back out?

You can’t get the comments, annotations, tags out?

Support Issues I don’t have the time to: Understand it all Use the technologies Embed technologies in daily working practices Train my colleagues Common Craft video clips You can: View them at work Listen to the podcast on the Tube Use them in training Training & staff development

I don’t have the time to:

Understand it all

Use the technologies

Embed technologies in daily working practices

Train my colleagues

You can:

View them at work

Listen to the podcast on the Tube

Use them in training

Deployment Strategies I want to do use the Social Web but: The IT Services department bans it The council bans it My boss doesn’t approve Area of interest to UKOLN: “ Just do it” Subversive approach – ‘Friends of Foo’ if Foo can’t use it Encourage enthusiasts Don’t get in the way UKOLN briefing papers available with Creative Commons licence. (over 40 docs published) Training & staff development

I want to do use the Social Web but:

The IT Services department bans it

The council bans it

My boss doesn’t approve

Area of interest to UKOLN:

“ Just do it”

Subversive approach – ‘Friends of Foo’ if Foo can’t use it

Encourage enthusiasts

Don’t get in the way

Deployment Strategies Interested in using Web 2.0 in your organisation? Worried about corporate inertia, power struggles, etc? There’s a need for a deployment strategy: Addressing business needs Low-hanging fruits Encouraging the enthusiasts Gain experience of the browser tools – and see what you’re missing! Staff training & development Address areas you feel comfortable with Impact analysis and assessment Risk and opportunity management strategy …

Interested in using Web 2.0 in your organisation?

Worried about corporate inertia, power struggles, etc?

There’s a need for a deployment strategy:

Addressing business needs

Low-hanging fruits

Encouraging the enthusiasts

Gain experience of the browser tools – and see what you’re missing!

Staff training & development

Address areas you feel comfortable with

Impact analysis and assessment

Risk and opportunity management strategy

…

Risk Management JISC infoNet Risk Management infoKit: “ In education, as in any other environment, you can’t decide not to take risks: that simply isn’t an option in today’s world. All of us take risks and it’s a question of which risks we take ” Examples of people who are likely to be adverse stakeholders: People who fear loss of their jobs People who will require re-training People who may be moved to a different department / team People .. required to commit resources to the project People who fear loss of control over a function or resources People who will have to do their job in a different way People who will have to carry out new or additional functions People who will have to use a new technology

JISC infoNet Risk Management infoKit:

“ In education, as in any other environment, you can’t decide not to take risks: that simply isn’t an option in today’s world. All of us take risks and it’s a question of which risks we take ”

Examples of people who are likely to be adverse stakeholders:

People who fear loss of their jobs

People who will require re-training

People who may be moved to a different department / team

People .. required to commit resources to the project

People who fear loss of control over a function or resources

People who will have to do their job in a different way

People who will have to carry out new or additional functions

People who will have to use a new technology

Critical Friends JISC U&I programme is encouraging establishment of “Critical Friends” See <http://critical-friends.org/> See <https://www.jiscmail.ac.uk/cgi-bin/webadmin? A2=ind0903&L=MCG&T=0&F=&S=&P=19929> Phil Bradley’s post provided a similar role – and CILIP responded accordingly  Paul Walk (UKOLN) was described as a ‘critical friend’ of JISC See <http://dev8d.jiscinvolve.org/2009/ 02/10/five-minute-interview-paul-walk/>

JISC U&I programme is encouraging establishment of “Critical Friends”

Towards a Framework “ Time To Stop Doing and Start Thinking: A Framework For Exploiting Web 2.0 Services ”, Museums & the Web 2009 conference Biases Subjective factors Intended Purpose Benefits (various stakeholders Risks (various stakeholders Missed Opps. (various stakeholders Costs (various stakeholders Sharing experiences Learning from successes & failures Tackling biases … Critical friends Application to existing services Application to in-house development …

“ Time To Stop Doing and Start Thinking: A Framework For Exploiting Web 2.0 Services ”, Museums & the Web 2009 conference

Sharing experiences

Learning from successes & failures

Tackling biases

…

Critical friends

Application to existing services

Application to in-house development

…

Using The Framework Use of approach in two scenarios: use of Twitter & Facebook Note personal biases! Intended Purpose Benefits (various stakeholders Risks (various stakeholders Missed Opps. (various stakeholders Costs (various stakeholders Community support Rapid feedback Justify ROI Org. brand Community- building Low? Twitter for individuals Organisational Fb Page Marketing events,… Large audiences Ownership, privacy, lock-in Marketing opportunity Low? Critical Friends Phil Bradley / Brian Kelly blogs Email list discussions Learning Many blogs (e.g. Jo Alcock) Engaging with a Twitter community Conferences Papers …

Use of approach in two scenarios: use of Twitter & Facebook

Critical Friends

Phil Bradley / Brian Kelly blogs

Email list discussions

Learning

Many blogs (e.g. Jo Alcock)

Engaging with a Twitter community

Conferences

Papers

…

What About Jo The Librarian? Let’s not forget the librarian of the future. What can we learn from what is already happening? Has a blog, shares ideas, engages in discussions Shares bookmarks Communicates, shares, supports, … on Twitter

Let’s not forget the librarian of the future.

What can we learn from what is already happening?

Towards A CILIP 2.0 Manifesto CILIP 2.0 will provide an environment in which: Only quality information resources are used A safe and secure environment is provided Tradition doesn’t get in the way of innovation A supportive approach to innovation is provided Members may be prepared to be neutral concerning the backend policies and processes (e.g. ownership) Members are willing to make mistakes and learn from them on an open fashion Is this a useful starting point for discussions?

CILIP 2.0 will provide an environment in which:

Only quality information resources are used

A safe and secure environment is provided

Tradition doesn’t get in the way of innovation

A supportive approach to innovation is provided

Members may be prepared to be neutral concerning the backend policies and processes (e.g. ownership)

Members are willing to make mistakes and learn from them on an open fashion

Conclusions The future is exciting - but Librarian Sapiens will need to address the challenges. Let the debate begin! Acknowledgments to Michael Edson for the Web Tech Guy and Angry Staff Person post / comic strip