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  • New enhancements outlined for the portal: View/Search/Open cases Ability to search cases based on description, date range, status, or case number. Ability to keyword search and browse solutions. Sort capability of open and closed cases. View priority levels of cases (default will be 3 when you open a case, but will be updated once Client Care makes the final determination). Ability to close a case immediately via the portal, which will immediately move the open case to the closed case tab. When opening a new case, the Product Sub-Category field will be optional. Required fields will be signified by a red asterisk. Ability to add attachments to an existing or new case.Administrative capability New consortium user which allows an administrator to manage cases across multiple child institutions that exist in SalesForce.com. Administrators can change the contact of a case to another member within the institution. To stay current, administrators (super users or consortium users) will be able to regularly review and dynamically update personal contact information as well as other authorized portal users within the same institution. Portal users will only have access to that individual’s personal information and be able to update information. Super users and Consortium users will be able to view a read-only list of current assets owned and paid for by your institution. A read-only listing of test and production environment statistics will be viewable via the portal.

Cosugi2010 Cosugi2010 Presentation Transcript

  • Wrapping It UpWhat is at the Heart of Libraries?
    Stephen Abram, MLS, FSLA
    COSUGI: Disney World Florida
    March 5, 2010
  • These slides available Monday
    at Stephen’s Lighthouse blog
  • What Are Libraries Really For?
    • Economic Impact – ($6.50 per $1, workforce preparedness, industrial attraction, quality of life, etc.)
    • Equity (digital divide, integrating population growth, generations, etc.)
    • Student Performance (up to 25 point increase)
    • Competitive Advantage (Canada, EC, India, China, etc.)
    • Social Glue
    • Community
    • Learning
    • Interaction
  • ASK YOURSELF
    What is more important:
    6% annual increases in circulation?
    100% increases in ILL?
    500% increases in website hits?
    1000% increases in database results?
    50% increases in customer satisfaction?
  • How Do You Capture Ideas?
    And Cultivate and Nurture Them?
  • You can’t wait for everyone to change at once.
  • Bricks, Clicks and Tricks
  • 5 Tricks You Can Do Right Away
    Number One:
    What are your top reference questions?
  • 5 Tricks You Can Do Right Away
    Number Two:
    Do a Signage Audit
  • 5 Tricks You Can Do Right Away
    Number Three:
    Get Some Widgets (Hint: API)
  • 5 Tricks You Can Do Right Away
    Number Four:
    Get Jiggy with GIS.
  • 5 Tricks You Can Do Right Away
    Number Five:
    Go Beyond Statistics
    Google Analytics
    Foresee
  • 5 Tricks You Can Do Right Away
    Little Gale Cengage Ad:
    Double Your Usage EVERY 18 months!
    Ask Us. We know how.
    We have a huge and growing widget library (hundreds and all Facebook enabled)
    We’ll build websites and landing pages for free (over 1,000 so far)
    We’ll install Google Analytics and Foresee for free
    AccessMyLibrary iPhone app free (Hope Droid…)
    Ask me about strategic partnerships (examples)
  • Are we going to a totally build it yourself world?
    Imagine IKEA merging with GM...
  • Newspapers: Assemble them yourself.
    Re-imagine the textbook, coursepack, etc.
  • Yes, this is ancient marketing/sales wisdom: they aren't buying your hammer, they are buying the deck of their dreams. Help them build it.
  • Will Reading Matter?Are your staff confusing books and reading?
    Audiobooks, Cengage and eBooks . . . And Google
  • http://www.flickr.com/photos/keeping-it-real/160822516/
  • What does your best borrowed report look like?
    Is your Community different?
    http://www.flickr.com/photos/blu_blue/262096844/in/pool-booksandportraits
  • What does your book and article or website recommendation blog/RSS feed look like?
    Who is your star recommender?
    http://www.flickr.com/photos/matthk/2054262239/
  • How do your community content
    reviews do?
    Who is your best teen reviewer?
    http://www.flickr.com/photos/cjanebuy/340249608/in/pool-booksandportraits
  • How are your web based communities doing?
    How many dozen are there?
    http://www.flickr.com/photos/mthiesson/176153663/
  • Do your users like your video author interviews?
    Your YouTube DVD trailers?
    http://www.flickr.com/photos/lori_an/319433801/
  • Do you offer podcasts?
    Do you record every story time?
    Every lecture?
  • Are you making sense of your collections in a community context?
    • BiblioCommons
    • ChiliFresh
    • LibraryThing for Libraries
    • SOPAC, VuFind, Endeca, etc.
    • Delicious
    • Digg
    • YouTube
    http://www.flickr.com/photos/lori_an/319433802/in/photostream/
  • Can you circulate books from anywhere?
    Like the parking lot, lecture hall, classroom, sidewalk sale, or nursing home?
    http://www.flickr.com/photos/library_mistress/525385533/
  • http://www.flickr.com/photos/library_mistress/525385511/
  • The thing about success, is that it’s not about things.
    Or 2.0 Technology
  • Make a list of your last 10 projects. Now describe them in terms that they only solved an end user problem – NOT a library problem.
    By any chance do you
    prioritize your needs over
    end users?
  • What problems do you solve?Are they librarian or end user problems?
  • Draw a 1 to 7 scale.1___2___3___4___5___6___7Plot all initiatives on it.One: Solves end-user problems from the end user’s perspectiveSeven: Solves library staff problems and pain points?
  • What do libraries want?
    Relevance
    Making a Difference
  • Can you describe end user pain points and dreams and desires in their terms?What are their real goals?
  • Observe Your Users
  • NO
  • OK – Now let’s ask ourselves what our users really, REALLY want.
  • Self-Service Web Portal
  • NO
  • Context is King, not Content.
  • Do we truly understand their goals?
  • Can we at least agree that they don’t want whiz bang widgets, gadgets, shiny new tools or any other raw technology?
    Let’s address the human condition.
  • Eye Movement Changes
  • Learning Styles
    Visual/Spatial (Picture Smart)
    Verbal/Linguistic (Word Smart)
    Musical/Rhythmic (Music Smart)
    Logical/Mathematical (Number Smart)
    Bodily/Kinesthetic (Body Smart)
    Interpersonal (People Smart)
    Intrapersonal (Self Smart)
    Piaget, Bloom, Gardner, etc.
  • Diabetes Online
    Yes, Stephen did just say Lizard Spit
  • Luck / Opportunity
  • Community
  • Conversations
  • Relationships
  • Community Networks
  • Life
  • Alerts
  • Connection
  • Personalization
  • Personalization
  • Personalization
  • I am unique.Understand me.
    It’s personal.
  • Don’t limit me!Who are you to limit me?
  • How many dead
    ends in your library?
    On your website?
    In your OPAC?
  • Comfort
  • Simplicity
  • Learning
  • Literacy
    News literacy
    Technology literacy
    Information literacy
    Media literacy
    Adaptive literacy
    Research literacy
    Academic literacy
    Etc.
    Reading literacy
    Numeracy
    Critical literacy
    Social literacy
    Computer literacy
    Web literacy
    Content literacy
    Written literacy
  • Play
  • Growing up from books,
    Extending the experience
  • Where and When They Want It
  • Who Are Your Staff Stars?
    Do Your Users Know Their Names?
  • Culture
    Conservation and Protection
  • Progress
  • These are exciting times.
    Choose between achieving a dynamic and exciting future vision or longing for a nostalgic past.
  • What is
    at the heart
    of libraries?
    Learning
    Interaction
    Community
    Innovation
    Passion
    Progress
  • No Quick Fixes
  • Is it Frozen in Time?
  • The BIG Assumption
    “The Internet has now progressed to its infancy”
    Search, Social Networks, Learning, Commerce
  • LibrariesCreating the Third Path…
  • What is the scariest scenario for libraries?I have an archaeology background . . .
  • Re-Energizing Libraries
  • What is
    at the heart
    of libraries?
    Is it you?
  • Stephen Abram, MLS, FSLA
    VP strategic partnerships and markets
    Gale Cengage Learning
    Cel: 416-669-4855
    stephen.abram@cengage.com
    Stephen’s Lighthouse Blog
    http://stephenslighthouse.com