OCLC strategy and vision: The library on-demand.
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This document discusses OCLC's vision for the future of libraries, called "the library on-demand". It envisions a library where discovery of resources is intuitive through any channel, fulfillment is smart according to user preferences, and access is universal through a massive shared inventory. Users would have a single account to track, inventory, recommend, and return items from the combined holdings of partner libraries worldwide. The goal is to make "anything you want available on demand" through seamless discovery and fulfillment tailored to each user's context and needs.
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OCLC strategy and vision: The library on-demand.
- 1. ACRL • APRIL 15, 2019 OCLC Strategy and Vision: The library on-demand
- 2. Anything you want on demand
- 3. Lynn Silipigni Connaway, PhD Director, Library Trends and User Research Executive Director, Delivery Services Cathy King
- 4. State of libraries Cleveland Public Library
- 5. State of libraries • Examine real-world use of services • Proactively consider community needs • Pay close attention to what is happening inside and outside the library environment • Anticipate changes and challenges in broader context Cleveland Public Library
- 6. INTUITIVE Convenience is king, queen, the whole court
- 7. • OPACs are difficult • Need to be effortless • Familiar discovery experiences INTUITIVE Convenience is king, queen, the whole court
- 8. “It was very delightful to be able to not have to go through a lot of hoops to get to what I was looking for, because figuring out the topic is complicated enough.” Undergraduate student INTUITIVE Convenience is king, queen, the whole court
- 9. • Context dictates behavior • Library discovery must anticipate context • Systems need to do the heavy lifting SMART Context and situation matter • Context dictates behavior • Library discovery must anticipate context • Systems need to do the heavy lifting SMART Context and situation matter
- 10. • Context dictates behavior • Library discovery must anticipate context • Systems need to do the heavy lifting SMART Context and situation matter
- 11. SMART Context and situation matter “I wasn't really just open-minded looking for all sorts of information. I was kind of hunting. So that was a different kind of experience, yeah.” Graduate student
- 13. PERSONAL Delight users • Finding satisfies; doesn’t delight • Surprise delights • A single account caters to preferences
- 14. PERSONAL Delight users “If I was searching for something that I didn't expect them to have… And then I search and then there it is at the top. That… would be like a, ‘Oh! Now I'm really delighted that they have this.’” - Staff member
- 15. UNIVERSAL Share and share alike
- 16. • Local, regional, global access • Partnerships matter • Neutrality enables relationships • Universal hubs UNIVERSAL Share and share alike
- 17. UNIVERSAL Share and share alike “Most of our books are from the '60s or '70s, and it's just not helpful. And I still don't do the e-books though, which would probably be helpful, but I just don't have the ability. I would probably request a newer book from another library so I could have the physical copy...” - Undergraduate student
- 18. INTUITIVE Convenience is king, queen, the whole court SMART Context and situation matter PERSONAL Delight users UNIVERSAL Share and share alike
- 19. Jill Student English Literature Looking for Of Mice and Men
- 20. Waited until the last minute… Again. One click, and it’s on her Kindle. Plan ahead: Sees another book in print. Her preference. Needs coffee. And food. Now.
- 21. Intuitive Discovery Through any channel.
- 22. Smart fulfillment According to my preference.
- 23. Single account One-stop shop to track, inventory, recommend and return.
- 24. Intuitive discovery Through any channel. Smart fulfillment According to my preference. Single account One-stop shop to track, inventory, recommend and return. Anything you want on demand
- 25. Universal access to a massive inventory Anything you want on demand
- 26. Intuitive discovery Predictable. Through any channel. Smart fulfillment According to my preference. Single account One-stop shop to track, inventory, recommend and return. Library on-demand
- 27. Intuitive Discovery Predictable. Through any channel. Strong partnership network WorldCat.org
- 28. Smart fulfillment According to my preference. eBook 2002
- 29. Single account One-stop shop to track, inventory, and return.
- 30. Library on-demand Universal access to a massive inventory
Editor's Notes
- Increasingly, expectations for library services are being shaped by their end-user’s experience with other commercial services and websites. They expect intuitive discovery. They expect one-click ‘ordering/delivery’ of ‘p’ and ‘e’ materials. They expect the fulfillment of physical library materials to be as fast as services like Amazon. And the ability to return physical materials as easily as returning items from Zappos.
- Intro material: Focus of the delivery strategy is squarely on the end user and what we need to do to deliver a remarkable experience for them that rivals the smart, intuitive experiences they’re having elsewhere (retail, banking, food service, etc.). Being proactive is about more than just promotion. A study of a virtual research environment concluded that support staff needed to better anticipate the challenges it would encounter as the user community’s needs continued to grow and change (Faniel 2009). Drawing from the study, this approach requires librarians to be proactive providers of systems and services rather than reactive ones who wait for challenges to arise. Instead of waiting to follow prescribed plans (which may or may not come to fruition), librarians must sense and respond to challenges across user communities. This requires paying close attention to what currently is going on inside and outside of the library environment to determine what might happen next. (Reordering Ranganathan 18) Looking upstream is about more than proactively considering user communities’ current needs. It’s seeing those needs in a much larger context and thinking broadly within the information profession and other professions related to it. There are a number of factors that might be influencing people’s choices about the systems and services they use. Consider the development and delivery of research data services. Knowledge of funding agency mandates, the existence of disciplinary data repositories, supportive tools and researchers’ need for and confidence in their data management skills can help librarians better shape and advertise the library’s capabilities, systems and services in response (Faniel and Zimmerman 2011). (Reordering Ranganathan 18) Real-world use. Librarians should make sure real-world use of services is being examined , rather than how librarians use it or think their communities use it. In focus group interviews with WorldCat.org users and librarians, Connaway and Wakeling (2012) found that librarians judge library services in light of their own interaction with the tools rather than considering actual users’ expectations and judgments. Librarians should make sure service improvements are being made in light of real, reported issues from users. (Reordering Ranganathan 96) Comment from Andy: Library services/solutions can only be universally effective if we know the true pathways that users are currently taking. Comment from Erin: This also backs up the need to do user research, and how OCLC Research has done/is doing that to help inform our strategy. I suggest this become part of the intro.
- Intro material: Focus of the delivery strategy is squarely on the end user and what we need to do to deliver a remarkable experience for them that rivals the smart, intuitive experiences they’re having elsewhere (retail, banking, food service, etc.). Being proactive is about more than just promotion. A study of a virtual research environment concluded that support staff needed to better anticipate the challenges it would encounter as the user community’s needs continued to grow and change (Faniel 2009). Drawing from the study, this approach requires librarians to be proactive providers of systems and services rather than reactive ones who wait for challenges to arise. Instead of waiting to follow prescribed plans (which may or may not come to fruition), librarians must sense and respond to challenges across user communities. This requires paying close attention to what currently is going on inside and outside of the library environment to determine what might happen next. (Reordering Ranganathan 18) Looking upstream is about more than proactively considering user communities’ current needs. It’s seeing those needs in a much larger context and thinking broadly within the information profession and other professions related to it. There are a number of factors that might be influencing people’s choices about the systems and services they use. Consider the development and delivery of research data services. Knowledge of funding agency mandates, the existence of disciplinary data repositories, supportive tools and researchers’ need for and confidence in their data management skills can help librarians better shape and advertise the library’s capabilities, systems and services in response (Faniel and Zimmerman 2011). (Reordering Ranganathan 18) Real-world use. Librarians should make sure real-world use of services is being examined , rather than how librarians use it or think their communities use it. In focus group interviews with WorldCat.org users and librarians, Connaway and Wakeling (2012) found that librarians judge library services in light of their own interaction with the tools rather than considering actual users’ expectations and judgments. Librarians should make sure service improvements are being made in light of real, reported issues from users. (Reordering Ranganathan 96) Comment from Andy: Library services/solutions can only be universally effective if we know the true pathways that users are currently taking. Comment from Erin: This also backs up the need to do user research, and how OCLC Research has done/is doing that to help inform our strategy. I suggest this become part of the intro.
- Regardless of context, participants want to get information instantly and effortlessly , thereby reporting convenience as a priority. This finding supports results from prior research from OCLC, in which participants at all age groups report convenience as the primary motivator in performing information searches. (Many Faces 32) Intuitive discovery. Convenience is king, queen and the whole court. Over and over we see that. Using something “just good enough” (satisficing) that can be gotten very quickly, easily and for free will outweigh possible “better” options that are more expensive in terms of time, money or mastery requirements. Inconvenience as expressed in difficulty of access was a repeated complaint against library OPACs in both projects. Undergraduate students participating in the Sense-Making project offered specific criticisms of the library catalog as difficult to use, though they claimed they will use online reserves from the library—after the library closes, a clear convenience choice. They and graduate students both frequently commented on how easy the Web is to use, especially in comparison to library systems. (Seeking Synchronicity 64 ) Intuitive discovery. Non-intuitive is a major complain for current users of library systems. In all our work addressing how people engage with technology and get their information, we have learned that convenience is a top reason for making decisions. 30 This is not a simple concept, though, since convenience is dependent upon the situation the individual is in at the time, the context, and the information need. As we previously discussed, individuals sometimes want face-to-face interactions and physical sources, and in other instances want digital interactions and sources. How people access the digital sources also varies. (Many Faces 47-48)
- Regardless of context, participants want to get information instantly and effortlessly , thereby reporting convenience as a priority. This finding supports results from prior research from OCLC, in which participants at all age groups report convenience as the primary motivator in performing information searches. (Many Faces 32) Intuitive discovery. Convenience is king, queen and the whole court. Over and over we see that. Using something “just good enough” (satisficing) that can be gotten very quickly, easily and for free will outweigh possible “better” options that are more expensive in terms of time, money or mastery requirements. Inconvenience as expressed in difficulty of access was a repeated complaint against library OPACs in both projects. Undergraduate students participating in the Sense-Making project offered specific criticisms of the library catalog as difficult to use, though they claimed they will use online reserves from the library—after the library closes, a clear convenience choice. They and graduate students both frequently commented on how easy the Web is to use, especially in comparison to library systems. (Seeking Synchronicity 64 ) Intuitive discovery. Non-intuitive is a major complain for current users of library systems. In all our work addressing how people engage with technology and get their information, we have learned that convenience is a top reason for making decisions. 30 This is not a simple concept, though, since convenience is dependent upon the situation the individual is in at the time, the context, and the information need. As we previously discussed, individuals sometimes want face-to-face interactions and physical sources, and in other instances want digital interactions and sources. How people access the digital sources also varies. (Many Faces 47-48)
- Discovery and Access Interview CBU10 S2 24:33 Okay. So going back to your survey, then. So you didn't know the exact item you wanted to borrow, read or download immediately. And then we had asked did you accomplish what you were hoping to do, and you said yes, you did accomplish what you were hoping to do. So I'd like to talk to you a little bit about how you felt about your search experience. And what are some words you might use? For instance, would you say you were delighted by your search experience? S3 25:23 Only because of [inaudible] paper research, I was really [inaudible] delighted. But the ease of using it was great. I didn't have to work too hard to find what I wanted. I just had to think about it, and make sure I was using the right word. It was really simple. I think that's the most important. So in that way, yes. It was very delightful to be able to not have to go through a lot of hoops to get to what I was looking for, because figuring out the topic is complicated enough.
- We have concentrated on identifying how people engage with technology and get their information for both personal and academic situations. We have learned that the context and situation of the information need often dictate how people behave and engage with technology. These also influence how and why they select to use resources, usually discovered through a web browser and that include freely available resources, such as Wikipedia; human resources; and library resources. (Library in the Life of the User ii) Smart fulfillment. Library services should be able to understand and respond automatically to more elements of the context surrounding information seeking behaviors. An undergrad student looking for information about an author is going to need very different responses than a professor, even if the initial search parameters are the same.
- We have concentrated on identifying how people engage with technology and get their information for both personal and academic situations. We have learned that the context and situation of the information need often dictate how people behave and engage with technology. These also influence how and why they select to use resources, usually discovered through a web browser and that include freely available resources, such as Wikipedia; human resources; and library resources. (Library in the Life of the User ii) Smart fulfillment. Library services should be able to understand and respond automatically to more elements of the context surrounding information seeking behaviors. An undergrad student looking for information about an author is going to need very different responses than a professor, even if the initial search parameters are the same.
- We have concentrated on identifying how people engage with technology and get their information for both personal and academic situations. We have learned that the context and situation of the information need often dictate how people behave and engage with technology. These also influence how and why they select to use resources, usually discovered through a web browser and that include freely available resources, such as Wikipedia; human resources; and library resources. (Library in the Life of the User ii) Smart fulfillment. Library services should be able to understand and respond automatically to more elements of the context surrounding information seeking behaviors. An undergrad student looking for information about an author is going to need very different responses than a professor, even if the initial search parameters are the same.
- Privacy of searches was not a concern for the majority of interviewees. Just two of the 14 interviewees mentioned a concern with the privacy of their searches. (Discovery and Access 12) Single account: While librarians often stress privacy issues, they aren’t always top of mind for users. Personalization means the ability to choose for users based on their preferences While all of the interviewees were satisfied with their search experience, not many agreed they were “delighted” by the experience. Eight of the 14 interviewees talked about being satisfied because they found what they were looking for, but they wouldn’t say that the search experience delighted them. Five of them were surprised that they actually found something. (Discovery and Access 12 ) Single account. There’s lots of room to delight users.
- Privacy of searches was not a concern for the majority of interviewees. Just two of the 14 interviewees mentioned a concern with the privacy of their searches. (Discovery and Access 12) Single account: While librarians often stress privacy issues, they aren’t always top of mind for users. Personalization means the ability to choose for users based on their preferences While all of the interviewees were satisfied with their search experience, not many agreed they were “delighted” by the experience. Eight of the 14 interviewees talked about being satisfied because they found what they were looking for, but they wouldn’t say that the search experience delighted them. Five of them were surprised that they actually found something. (Discovery and Access 12 ) Single account. There’s lots of room to delight users.
- Privacy of searches was not a concern for the majority of interviewees. Just two of the 14 interviewees mentioned a concern with the privacy of their searches. (Discovery and Access 12) Single account: While librarians often stress privacy issues, they aren’t always top of mind for users. Personalization means the ability to choose for users based on their preferences While all of the interviewees were satisfied with their search experience, not many agreed they were “delighted” by the experience. Eight of the 14 interviewees talked about being satisfied because they found what they were looking for, but they wouldn’t say that the search experience delighted them. Five of them were surprised that they actually found something. (Discovery and Access 12 ) Single account. There’s lots of room to delight users.
- Librarians are good at establishing partnerships within the communities they serve, whether that means faculty and students at a university or citizens within a geographic area. Establishing partnerships further afield, however, can be tricky. This is not to say that librarians don’t work well with others. They work especially well with other librarians for services, such as interlibrary loan, whose scope predates many retail industries’ ability to service widely dispersed customers. The ability of a student in Quebec to be able to access materials in Mexico City well before the arrival of the Internet is a testament to the power of library cooperation. (Reordering Ranganathan 77) Universal inventory: The ability for libraries to be “neutral” partners can’t be underestimated. They aren’t seeking to sell products or specific ideologies. That’s super rare. That makes them an excellent candidate to be universal hubs.
- Librarians are good at establishing partnerships within the communities they serve, whether that means faculty and students at a university or citizens within a geographic area. Establishing partnerships further afield, however, can be tricky. This is not to say that librarians don’t work well with others. They work especially well with other librarians for services, such as interlibrary loan, whose scope predates many retail industries’ ability to service widely dispersed customers. The ability of a student in Quebec to be able to access materials in Mexico City well before the arrival of the Internet is a testament to the power of library cooperation. (Reordering Ranganathan 77) Universal inventory: The ability for libraries to be “neutral” partners can’t be underestimated. They aren’t seeking to sell products or specific ideologies. That’s super rare. That makes them an excellent candidate to be universal hubs.
- Librarians are good at establishing partnerships within the communities they serve, whether that means faculty and students at a university or citizens within a geographic area. Establishing partnerships further afield, however, can be tricky. This is not to say that librarians don’t work well with others. They work especially well with other librarians for services, such as interlibrary loan, whose scope predates many retail industries’ ability to service widely dispersed customers. The ability of a student in Quebec to be able to access materials in Mexico City well before the arrival of the Internet is a testament to the power of library cooperation. (Reordering Ranganathan 77) Universal inventory: The ability for libraries to be “neutral” partners can’t be underestimated. They aren’t seeking to sell products or specific ideologies. That’s super rare. That makes them an excellent candidate to be universal hubs.
- Jill is an student and is looking for ”Of Mice and Men”. She has to read it for her English Class.
- What are the components of making these expectations come to life
- https://news.iu.edu/stories/2018/04/iub/inside/03-auxiliary-library-facilities-protect-university-treasures.html