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Meeting The Expectations Of Today’s Users

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Paper delivered by Nora Claravall during the 35th ALAP Anniversary Forum

Paper delivered by Nora Claravall during the 35th ALAP Anniversary Forum

Published in: Business, Education

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  • 1. Meeting the Expectations of Today’s Users By: NORA J CLARAVALL,Ed.D.
  • 2. Outline
    • ► Need to go beyond the traditional library
    • ► Web 2.0 and Library 2.0
    • ► Categories of users: their expectations and needs
    • ► Inclusion of new users’ values
    • ► The Info Common Model
    • ► Strategies for a successful user service
    • ► Conclusion
  • 3. Need to go beyond the traditional library
    • A traditional library is:
    • ► a storehouse, house of printed materials
    • ► a world of physical items
    • ► a quiet, well organized place for study and reflection
  • 4. Beyond the traditional library, we need to:
    • ► develop an intelligent collection development policy, as it relates to electronic and on line resources
    • ► create a balance between electronic and print products
    • ► offer continuous technology training for the LIS staff
    • ► keep up on the latest trends in technology
    • ► collaborate, partner and network with the various stakeholders
  • 5. Web 2.0 >read write web >wikipedia >blogging >cost per click >participation >wikis >tagging (folksonomy) Web 1.0 >read only web >Britannica >personal website >page views >publishing >content management system >directories (taxonomy)
  • 6. Web 2.0 + Library = Library 2.0
    • ► Library 2.0
    • -makes information available wherever and whenever the user requires it.
    • - seeks to ensure that barriers to use and reuse are removed.
    • - is a direct spin off of the term Web 2.0
  • 7. Aspects of a Library 2.0
    • 1. Remixing library services
    • - a shift from the delivery of a library service just within the library building or simply from a library’s own website
    • 2. Moving the library boundaries
    • - moving towards collaborative access agreements
    • 3. Information that is discoverable
    • - The Open Library should seek to enable discovery, locating, requesting , delivery and use of the resources in its care
    • 4. Libraries seek participation
    • -Library 2.0 facilitates and encourages a culture of participation, drawing upon the perspectives and contributions of library staff,technology partners and wider community.
  • 8. Categories of Users
    • >Novice
    • >Expert
    • >Occasional
    • >Frequent
    • >Child
    • >Older adult
    • >User with special needs
  • 9. Users’ Expectations
    • ࣼ Expect information ANYWHERE
    • ࣼ Want information ANYTIME
  • 10. Users’ Basic Needs
    • 1. Information
    • 2. Instruction
    • 3. Access assistance
  • 11. Users’ Values
    • Convenience
    • Accessibility
    • Satisfaction
    • Timeliness
    • Choices
    • Independence
    • Equity
  • 12. 3 basic elements of a good service
    • Equity of Access
    • Personal service
    • Service tailored to individual needs
  • 13. Electronics Resources Printed Publications Library 2.0 Wikis Blogging Folksonomy Technical Facilities Human side of user services Users’ value Users’ Satisfaction INFO COMMON MODEL
  • 14. Strategies for a Successful User Service
    • > Focus on the customer
    • > Enhance administrative supports, education and training
    • > Identify strengths and limitations
    • > Set achievable goals and objectives
    • > Commitment: recognize & acknowledge the role of will and effort
    • > Keep a scorecard: how to tell if you’re winning
    • > Work on continuous improvement
    • > Recognize the power of the customer
  • 15. Conclusion
    • Keep this acronym in mind when we deliver our service to users: COMFORT
    • C- aring
    • O-bservant
    • M-indful
    • F-riendly
    • O-bliging
    • R-esponsible
    • T- actful
  • 16. Thank you Let’s have coffee together.

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