Meeting The Expectations Of Today’s Users

Meeting the Expectations of Today’s Users By: NORA J CLARAVALL,Ed.D.

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

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

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

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)

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

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.

Categories of Users
>Novice
>Expert
>Occasional
>Frequent
>Child
>Older adult
>User with special needs

Users’ Expectations
ࣼ Expect information ANYWHERE
ࣼ Want information ANYTIME

Users’ Basic Needs
1. Information
2. Instruction
3. Access assistance

Users’ Values
Convenience
Accessibility
Satisfaction
Timeliness
Choices
Independence
Equity

3 basic elements of a good service
Equity of Access
Personal service
Service tailored to individual needs

Electronics Resources Printed Publications Library 2.0 Wikis Blogging Folksonomy Technical Facilities Human side of user services Users’ value Users’ Satisfaction INFO COMMON MODEL

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

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

Thank you Let’s have coffee together.

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