Web 2.0 and service delivery

Web 2.0 & Service Delivery IWM13 26 May 2010 Martin De Saulles

Web 2.0? Blogging Other Issues Web Tools AOSEC - M De Saulles - April 2010 2

Web 2.0? According to Tim O’Reilly in 2006: “Web 2.0 is the business revolution in the computer industry caused by the move to the internet as platform, and an attempt to understand the rules for success on that new platform. Chief among those rules is this: Build applications that harness network effects to get better the more people use them. ” From: http://radar.oreilly.com/archives/2006/12/web_20_compact.html M De Saulles IWM13 3

Internet as a platform? M De Saulles IWM13 4

Harness Network Effects? +106 million registered +400 million users (April 2010) active users (March 2010) 300,000 new users sign up each day (April 2010) >2 billion videos watched a day (May 2010) 24 hours of video uploaded every minute (May 2010) M De Saulles IWM13 5

Advantages M De Saulles IWM13 6

Issues M De Saulles IWM13 7

So what was Web 1.0? From Morgan Stanley, O’Reilly Media Inc. M De Saulles IWM13 8

Web 2.0 is mainstream Source: Burson-Marsteller, 2010 AOSEC - M De Saulles - April 2010 9

AOSEC - M De Saulles - April 2010 10

It’s all about the Web 25 May 2010 Google Microsoft Dell M De Saulles IWM13 11

And the mobile web.... AOSEC - M De Saulles - April 2010 12

Rise of Mobile 4500 Mobile Subscribers 4000 3500 3000 2500 Subscribers (m) 2000 Internet Users 1500 1000 Fixed Line Subscribers 500 0 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 Source: ITU AOSEC - M De Saulles - April 2010 13

Web 2.0? Blogging Other Issues Web Tools M De Saulles IWM13 14

What is a blog? (1) AOSEC - M De Saulles - April 2010 15

How are public libraries using blogs? Tags for navigation Announcements Public service M De Saulles IWM13 Book reviews by librarians23

10 posts in March 2010 AOSEC - M De Saulles - April 2010 24

Spineless blog – Heriot-Watt • Started as an alternative to sending out a library newsletter • Approx. 800 visits a week – some posts get a lot of traffic (over 2,500 visits) • Advice – try to keep it interesting and from the users perspective – Put info in context – Use images – Have fun AOSEC - M De Saulles - April 2010 25

Why blog? http://lancashirecare.wordpress.com/ AOSEC - M De Saulles - April 2010 26

Lancashire Care Library Blog • 1.5 hours a day posting to blog (Sue Jennings) • No problem finding material to post about – trick is to get balance right in terms of meeting needs of all users • Wordpress statistics are very useful – can see what is most popular – static pages very popular • Key advantage of blog over normal web site – when Sue sees an article/research she knows people in Trust will be interested in she can blog it immediately • Blog is a virtual filing system • Has saved her 10 years of work in terms of promoting her service, raising awareness – she is now well known in Trust AOSEC - M De Saulles - April 2010 27

Blogging Platforms AOSEC - M De Saulles - April 2010 29

Measuring traffic AOSEC - M De Saulles - April 2010 30

How people find you AOSEC - M De Saulles - April 2010 31

What they like AOSEC - M De Saulles - April 2010 32

Evolution of Libraries & Internet From opening times To directions To online services ? To a virtual library To RSS/Widgets To news/updates M De Saulles IWM13 34

Libraries on Facebook M De Saulles IWM13 35

Other tools – IM (embedded chat) http://www.cheltenhamlibraries.org/library_services/ask_a_librarian.php/ M De Saulles IWM13 36

Other tools - Skype http://www.library.ohiou.edu/ask/skype.html M De Saulles IWM13 37

Other tools - Podcasting M De Saulles IWM13 38

M De Saulles IWM13 39

Having a channel AOSEC - M De Saulles - April 2010 48

Recommendations + AOSEC - M De Saulles - April 2010 49

YouTube http://www.youtube.com/watch?v=jvoLfbmBpXE M De Saulles IWM13 50

Current thinking in Library 2.0 “Energy focused on implementing new tools and programs is wasted if we don’t know what our users really want. Without knowing that, we create more work for ourselves with hit or miss initiatives.” Michael Casey, LibraryCrunch blog “We need to not only have a great website, but have content that can easily be put where our users’ eyes go. No matter how nice our library website is at Norwich, most students will never visit it. Something my colleague Josh and I have been thinking about is how to put our content in their path, be it with RSS feeds, putting content in social networking software, or browser toolbars.” Meredith Farkas, Information Wants to be Free blog. M De Saulles IWM13 52

Some questions to think about • Are you confident that your library/information service is making the most of technology to serve your customers? • How confident are you with some of the new technologies discussed above? • How well do you understand the potential / limitations of new technologies • Do you know what technologies your customers are using? M De Saulles IWM13 53

Understand Our Users “Is the current model inappropriate for the global "Net Generation" that has grown up collaborating and interacting and participating in social communities?” “Thanks to Web 2.0, the entire world is beginning to collaborate—for the first time ever—around a single idea: changing the weather.” “The largest generation ever—ages 13 to 29—thinks differently due to its exposure to interactive media. They have grown up bathed in digital bits and do not fear technology.” Don Tapscott, author of Wikinomics (taken from a talk he gave to World Economic Forum at Davos) M De Saulles IWM13 54

Broadband: 94% Facebook Profile 95% Use IM 57% Use Wikis or Blogs 10% Download Podcasts 9% Discussion Groups/Chatrooms 8% Online Gaming / Second Life 2% Source: Survey of 60 Level 1 Brighton BA Media students, Oct 07 – Survey by Liz Guy M De Saulles IWM13 55

So what can we conclude? •The Internet is becoming more pervasive – faster and mobile •The Internet is becoming more social •The Web is THE platform (or it will be soon) •Widgets/RSS are mashing up content – content is going to users in their spaces •There is a lot of hype – Second Life THIS IS ONLY THE BEGINNING! M De Saulles IWM13 56

Web 2.0 and service delivery

by Martin De Saulles on May 26, 2010

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