Promises and Perils of Web 2.0 in Special Libraries KSU-SLA Symposium February 28, 2009 Michelle Kraft, MLS AHIP Senior Medical Librarian Cleveland Clinic Alumni Library

Web 2.0 Connecting Users to Libraries Not a new concept just new tools More resources are online, need more online connections Society and users are changing, they are more mobile and more independent Gen X and Millennial in the workforce

Not a new concept just new tools

More resources are online, need more online connections

Society and users are changing, they are more mobile and more independent

Gen X and Millennial in the workforce

A Contrast of Generations (cont.) Forrester Research http://www.forrester.com/Events/Content/0,5180,1191,00.ppt#336,9,A contrast of generations (cont.) Resist change and are uncomfortable with doing things differently but generally find coping strategies to live in this change-driven world Are flexible, adaptable, and comfortable with the uncertainty that characterizes their change-driven world Tend to be more text-based learners who are careful observers Tend to be more visual and kinesthetic learners Like the role of listener or viewer Prefer to interact with peers Prefer to receive instruction in a logical sequence and understand what they are going to learn and its purpose Prefer to “construct” their own knowledge from experiences Older Workers Millennials

A Contrast of Generations Forrester Research http://www.forrester.com/Events/Content/0,5180,1191,00.ppt#335,8,A contrast of generations Are happy when the technology works; show more patience but also experience frustration; tend to do less experimenting with technology but use it for the purpose it was intended and in the manner instructed Have little tolerance for delays; expect Web pages to load immediately; generally respond quickly to email Like individual work and are more teacher-centered with teacher as the “sage” Like to work in peer groups and are more learner-centered with teacher as a guide Read text first and then review graphics Prefer to look at graphics and then maybe read the text Like to proceed step-by-step and do tasks in order Like to parallel process and multi-task i.e. listen to music, talk on the phone, and answer email all at the same time Used to receiving information linearly, thinking about it and digesting it Used to receiving information quickly and from multiple sources in real time and processing immediately Older Workers Millennials

Special Libraries Users and 2.0 Technologies Defined user group with defined needs Easier to find tools that address these needs Education efforts more specific Specific computer and software platforms Design and maintain for one platform Narrows down types of tools Subject specific core library resource Narrows down the potential tools Increase usage of library resources

Defined user group with defined needs

Easier to find tools that address these needs

Education efforts more specific

Specific computer and software platforms

Design and maintain for one platform

Narrows down types of tools

Subject specific core library resource

Narrows down the potential tools

Increase usage of library resources

2.0 Tool Usage in Special Libraries Amanda Etches-Johnson blogwithoutalibrary.net

Most Common Applications Communication: Internal and External Current awareness services Reference Services

Communication: Internal and External

Current awareness services

Reference Services

Communication Reference desk wiki or blog Internal - active issues, tick sheet, desk schedule External – product reviews, policy changes, user education What’s new blog New products, construction updates, newsletter

Reference desk wiki or blog

Internal - active issues, tick sheet, desk schedule

External – product reviews, policy changes, user education

What’s new blog

New products, construction updates, newsletter

Communication IM or microblogging, videos Chat Ref, Chat Collab, Tutorials Outreach Facebook, SecondLife External website

IM or microblogging, videos

Chat Ref, Chat Collab,

Tutorials

Outreach

Facebook, SecondLife

External website

Government on Second Life

Current Awareness and RSS Feeds of TOC to journals, news feeds Saved searches on databases New additions to the catalog

Feeds of TOC to journals, news feeds

Saved searches on databases

New additions to the catalog

Reference Aids Subject wikis Each subject guide/page is a wiki allowing for quick additions and changes del.icio.us as the subject guide Social bookmarking within catalog Search by user tags in addition to subject Bookmark journal literature Connotea, CiteULike

Subject wikis

Each subject guide/page is a wiki allowing for quick additions and changes

del.icio.us as the subject guide

Social bookmarking within catalog

Search by user tags in addition to subject

Bookmark journal literature

Connotea, CiteULike

Common Barriers Staff and patron buy in IT Corporate policies Many corporations, hospitals, etc. don’t have written policies on blogging, wikis, IM etc. Image branding forces use of tools

Staff and patron buy in

IT

Corporate policies

Many corporations, hospitals, etc. don’t have written policies on blogging, wikis, IM etc.

Image branding forces use of tools

Buy In Staff buy in Unfamiliar with new tools Time factors for learning and using Too trendy User buy in Unfamiliar with new tools Confused by terminology Other concerns

Staff buy in

Unfamiliar with new tools

Time factors for learning and using

Too trendy

User buy in

Unfamiliar with new tools

Confused by terminology

Other concerns

IT Department Intranet vs. Internet Two sites = twice the work Public vs. private (proprietary) information Off site access? Firewalls and IPs Blocking of content IP range changes and issues Off site access?

Intranet vs. Internet

Two sites = twice the work

Public vs. private (proprietary) information

Off site access?

Firewalls and IPs

Blocking of content

IP range changes and issues

Off site access?

IT Department Bandwidth Large bandwidth programs often blocked Security Protocols Confidentiality Sensitive data Hardware and Software Standards Computer specs Operating systems Software installation

Bandwidth

Large bandwidth programs often blocked

Security Protocols

Confidentiality

Sensitive data

Hardware and Software Standards

Computer specs

Operating systems

Software installation

Corporate Policies Many corporations or hospitals don’t have written policies on blogging, wikis, IM etc. Job duties, work time? Viewed externally? Image and branding forces use of tools Company web content management system does work with blogs or wikis Very concerned about logos, names, etc. on off site products.

Many corporations or hospitals don’t have written policies on blogging, wikis, IM etc.

Job duties, work time?

Viewed externally?

Image and branding forces use of tools

Company web content management system does work with blogs or wikis

Very concerned about logos, names, etc. on off site products.

How to Avoid the Perils Know your users Needs assessment Build support Focus on solving the problem not the tool Know the technology When to involve IT and when to experiment without IT Careful branding Be extremely careful with externally available applications

Know your users

Needs assessment

Build support

Focus on solving the problem not the tool

Know the technology

When to involve IT and when to experiment without IT

Careful branding

Be extremely careful with externally available applications

How to Avoid the Perils Pick your battles and tools! Easy to implement, less resistance Keep usage statistics! Google Analytics Document and collect anecdotal evidence Pair it up with a pet project Cost savings, patient safety, etc.

Pick your battles and tools!

Easy to implement, less resistance

Keep usage statistics!

Google Analytics

Document and collect anecdotal evidence

Pair it up with a pet project

Cost savings, patient safety, etc.

Final Thoughts Think about the users Get to know the IT department Patient persistence is key

Think about the users

Get to know the IT department

Patient persistence is key