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SHAPING EXPECTATIONS:
DEFINING AND REFINING THE ROLE OF TECHNICAL
SERVICES IN NEW RESOURCE ROLLOUTS
JEFF MORTIMORE & DEBRA...
AGENDA
• Explore the technical and public services nexus from the perspective of new
resource rollouts.
• Locate the rollo...
PUBLIC & TECHNICAL SERVICES NEXUS
• From the user’s perspective, service is service.
• The distinction between technical a...
NEW RESOURCE ROLLOUTS – IT TAKES TWO…
• Require intentional coordination between technical and public services.
• “New” do...
ROLLOUTS & THE ELECTRONIC RESOURCES LIFECYCLE
Fig. 1. Electronic resources lifecycle, included in the NASIG Core Competenc...
• Technical Services
• Consistently promote awareness of new resources and services.
• Ensure personnel have needed inform...
• Most configuration work
complete before any Go-
Live announcements.
• Resource is “live” well
before the Go-Live date.
C...
• Text
LIAISON ANNOUNCEMENTS & SUPPORTS
Stage Week +/- Date(s) Implementation Tasks Communication Tasks
Go-Live
Announceme...
Liaisons Go-Live Announcement (Go-Live +2 weeks):
“The anticipated go-live date for OverDrive @ Georgia Southern is Wednes...
Print Demand-Driven Acquisitions (PDDA)
• Library adopted PDDA early October 2015.
• Each OPAC/Discovery interface present...
• If needed, Technical Services provides “faculty-
ready copy” to liaisons and the Promotions
Committee.
• Supports messag...
PATRON-FACING ANNOUNCEMENTS
Stage Week +/- Date(s) Implementation Tasks Communication Tasks
Go-Live Date 0
Public Release
...
Flipster
• Library rolled out Flipster in Spring 2016.
• Flipster includes a unique user interface and
dedicated mobile ap...
EXTERNAL BLOG POSTS
Homepage blog
posts are further
promoted via
Facebook and
Twitter by our
Promotions
Committee.
JM
“The Henderson Library now subscribes to OverDrive!
With OverDrive you can browse, check out, and read or listen to popula...
• With the exception of the FAQ posts, all
communications are drafted and submitted
for approval in a single Word document...
New Resource
• BrowZine
• Flipster
• Choice Reviews Online
• IOP Science
• New York Times in Education
• New York Times On...
• Impact on patron awareness and usage is hard to quantify, however…
• Internally, impact has been considerable:
• Improve...
• Cancellations (Rollbacks?).
• Make FAQs more public.
• Increase public services’
support autonomy.
• Expand assessment.
...
References
• Connaway, L. S. (2015). The Library in the Life of the user: Engaging with people where
they live and learn. ...
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Shaping Expectations: Defining and Refining the Role of Technical Services in New Resource Rollouts

From trial to implementation, technical services staff play an important role in shaping awareness of, and expectations for, new resources. Internally, technical services staff provide information and instruction to public services staff. Externally, they influence how new resources are integrated into the library website and other platforms. With appropriate “message control,” technical services staff can positively influence awareness of new resources while keeping everyone’s expectations in check.

During fall 2015, technical services staff at Georgia Southern University adopted a protocol for new resource rollouts that explicitly times and structures internal and external communications to ensure that all library staff are ready to support new resources as they go live. This protocol focuses on providing appropriate lead-time notifications to public services staff and “training the trainers” first, prior to releasing any external communications. Furthermore, this protocol integrates with activities of the library’s promotion committee, supporting smooth transition to public services promotion of new resources.

During this session, presenters will discuss this protocol in detail, with special emphasis on timing of internal and external communications, the importance of providing sufficient staff training and support materials early on, and the importance of maintaining objectivity and accuracy in all rollout communications and assets. Presenters will share protocol planning tools and worksheets, describe how these are integrated into implementation workflows, and engage participants in discussion about the role of technical services in new resource rollouts.

Presenters:
Jeff Mortimore & Debra Skinner
Zach S. Henderson Library
Georgia Southern University

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Shaping Expectations: Defining and Refining the Role of Technical Services in New Resource Rollouts

  1. 1. SHAPING EXPECTATIONS: DEFINING AND REFINING THE ROLE OF TECHNICAL SERVICES IN NEW RESOURCE ROLLOUTS JEFF MORTIMORE & DEBRA SKINNER ZACH S. HENDERSON LIBRARY GEORGIA SOUTHERN UNIVERSITY
  2. 2. AGENDA • Explore the technical and public services nexus from the perspective of new resource rollouts. • Locate the rollout process within the electronic resources lifecycle. • Describe Henderson Library’s technical services protocol for new resource rollouts. • Describe rollout communication practices and tools. • Review rollouts to date. • Discuss impact, lessons learned, and next steps. JM
  3. 3. PUBLIC & TECHNICAL SERVICES NEXUS • From the user’s perspective, service is service. • The distinction between technical and public services exists only internally. • All library services ideally contribute to a unified customer service experience. • The expectation of a unified experience is patron-driven, “making clear communication between Technical Services and Public Services of even greater importance” (Laskowski & Maddox Abbott, 2014, p. 27). Unified Customer Experience Reference & Instructional services Collections & Access- related services Facilities- related services IT & Systems- related services DS
  4. 4. NEW RESOURCE ROLLOUTS – IT TAKES TWO… • Require intentional coordination between technical and public services. • “New” doesn’t always mean recently acquired. • May be needed at various stages in the life of a resource: • Trial or acquisition of a new resource. • Consortial acquisitions or cancellations. • New platform or user interface. • New content, services, or integrations. • User inquiry or troubleshooting requests. • Require judgement regarding internal and external perceptions of “newness” and change: • For example, WorldCat Discovery. DS
  5. 5. ROLLOUTS & THE ELECTRONIC RESOURCES LIFECYCLE Fig. 1. Electronic resources lifecycle, included in the NASIG Core Competencies for Electronic Resources Librarians. Adapted from Pesch, 2009. Copyright 2009 by EBSCO Industries, Inc. Adapted without permission. So, where do rollout- related tasks overlap with the electronic resource lifecycle? • Technical Services often is the “first owner” of any electronic resource during acquisition and initial setup. • Technical Services remains invested in the quality of mediation as we provide ongoing support. DS
  6. 6. • Technical Services • Consistently promote awareness of new resources and services. • Ensure personnel have needed information as rollouts expand to university community. • Liaison Librarians • Provide notification of changes early for reference and liaison work. • Encourage aggressive promotion to faculty. • Faculty • Celebrate the new; preempt confusion or disappointment. • Increase student use through faculty awareness and buy-in. • Students • Direct marketing to the library-savvy. AUDIENCE & MESSAGE DS
  7. 7. • Most configuration work complete before any Go- Live announcements. • Resource is “live” well before the Go-Live date. COMMUNICATIONS TIMELINE Stage Week +/- Date(s) Implementation Tasks Communication Tasks Trial ☐ Obtain base URL(s) ☐ Verify IP range at vendor ☐ Verify proxy settings ☐ Create A-Z list link assets ☐ Test link assets (local, remote, mobile) ☐ Trial open notice to liaisons ☐ Trial participant notices ☐ Adoption decision ☐ Trial close notices Adoption and Staging ☐ Configure link resolver ☐ Catalog (database & journals) ☐ Set OCLC holdings ☐ Test link resolver and catalog assets ☐ Draft internal FAQ post ☐ Release adoption notice to liaisons Go-Live Announcement Go-Live -2 weeks ☐ Liaison training ☐ Release liaisons Go-Live announcement Go-Live One Week Notice Go-Live -1 week ☐ Finalize internal FAQ post ☐ Draft external FAQ post ☐ Draft faculty-ready copy ☐ Draft blog announcement ☐ Draft Faculty announcement ☐ Liaison training ☐ Release liaisons Go-Live reminder ☐ Release internal FAQ post Go-Live Date 0 Public Release Go-Live +1 day max ☐ Revise internal FAQ post ☐ Finalize external FAQ post ☐ Finalize faculty-ready copy ☐ Finalize blog announcement ☐ Finalize faculty announcement ☐ Liaison training ☐ Release liaisons Go-Live release announcement ☐ Release faculty-ready copy ☐ Release external FAQ post ☐ Release blog announcement ☐ Release Faculty announcement • Conduct final testing and create support materials. • Focus on building liaison awareness prior to public promotion. • Public promotion and support begins at Go-Live. • Liaisons & Promotion Committee take over! JM
  8. 8. • Text LIAISON ANNOUNCEMENTS & SUPPORTS Stage Week +/- Date(s) Implementation Tasks Communication Tasks Go-Live Announcement Go-Live -2 weeks ☐ Liaison training ☐ Release liaisons Go-Live announcement Go-Live One Week Notice Go-Live -1 week ☐ Finalize internal FAQ post ☐ Draft external FAQ post ☐ Draft faculty-ready copy ☐ Draft blog announcement ☐ Draft Faculty announcement ☐ Liaison training ☐ Release liaisons Go-Live reminder ☐ Release internal FAQ post Go-Live Date 0 Public Release Go-Live +1 day max ☐ Revise internal FAQ post ☐ Finalize external FAQ post ☐ Finalize faculty-ready copy ☐ Finalize blog announcement ☐ Finalize faculty announcement ☐ Liaison training ☐ Release liaisons Go-Live release announcement ☐ Release faculty-ready copy ☐ Release external FAQ post ☐ Release blog announcement ☐ Release Faculty announcement Two emails prior to Go-Live, one following. Liaison-focused training and communication supports. The two weeks leading up to Go-Live give the liaisons time to train on and test the resource, ask questions, and request any corrections or additional support. JM
  9. 9. Liaisons Go-Live Announcement (Go-Live +2 weeks): “The anticipated go-live date for OverDrive @ Georgia Southern is Wednesday, February 3rd. OverDrive allows users to read or listen to popular eBooks and audiobooks directly on their computers and mobile devices. It is available now via the Catalog and the A-Z Database List. On Wednesday, January 27th, we will send out an update email and release an internal FAQ post providing instructions on how to set up and use OverDrive. On Wednesday, February 3rd, we will release an external FAQ post, blog post, GSFAC announcement, and faculty-ready language for you to use to promote OverDrive to students and your liaison areas.” Liaisons Go-Live Reminder (Go-Live +1 week): “As announced last week, the anticipated go-live date for OverDrive @ Georgia Southern is Wednesday, February 3rd. OverDrive allows users to read or listen to popular eBooks and audiobooks directly on their computers and mobile devices. It is available now via the Catalog and the A-Z Database List. See the following internal FAQ post for information about setting up OverDrive on your mobile device: http://georgiasouthern.libanswers.com/eteam/faq/117642 On Wednesday, February 3rd, we will release an external FAQ post, blog post, GSFAC announcement, and faculty-ready language for you to use to promote OverDrive to students and your liaison areas.” LIAISON ANNOUNCEMENTS JM
  10. 10. Print Demand-Driven Acquisitions (PDDA) • Library adopted PDDA early October 2015. • Each OPAC/Discovery interface presents PDDA features and form somewhat differently, requiring unique instructions for each. • Internal FAQ post distributed with liaisons Go- Live reminder (Go-Live -1 week). • Internal FAQ post revised leading up to Go-Live, then adapted as patron-focused FAQ post. INTERNAL FAQ POSTS (GO-LIVE +1 WEEK) JM
  11. 11. • If needed, Technical Services provides “faculty- ready copy” to liaisons and the Promotions Committee. • Supports message control, especially with: • “Politically charged” adoptions or changes. • Unique or complicated resources or services. FACULTY-READY COPY JM
  12. 12. PATRON-FACING ANNOUNCEMENTS Stage Week +/- Date(s) Implementation Tasks Communication Tasks Go-Live Date 0 Public Release Go-Live +1 day max ☐ Revise internal FAQ post ☐ Finalize external FAQ post ☐ Finalize faculty-ready copy ☐ Finalize blog announcement ☐ Finalize faculty announcement ☐ Liaison training ☐ Release liaisons Go-Live release announcement ☐ Release faculty-ready copy ☐ Release external FAQ post ☐ Release blog announcement ☐ Release Faculty announcement External FAQ post adapts content to patron audience. Blog post on library homepage includes link to external FAQ. Announcement to faculty listserv includes links to external FAQ and blog posts. The final Go-Live release announcement and faculty-ready copy include links to the external FAQ and blog posts, which liaisons can use to recapitulate and extend promotion. JM
  13. 13. Flipster • Library rolled out Flipster in Spring 2016. • Flipster includes a unique user interface and dedicated mobile app, both of which require mediation. • Patron-focused external FAQ distributed at Go- Live via liaison and faculty announcements, and via library blog. • External FAQ also employed as Flipster’s detailed description on our A-Z Database list. EXTERNAL FAQ POSTS – FROM LIAISON TO PATRON SUPPORT JM
  14. 14. EXTERNAL BLOG POSTS Homepage blog posts are further promoted via Facebook and Twitter by our Promotions Committee. JM
  15. 15. “The Henderson Library now subscribes to OverDrive! With OverDrive you can browse, check out, and read or listen to popular fiction and nonfiction books on your computer and mobile devices. In addition to working with your browser, OverDrive offers mobile apps for most popular devices and e-readers, including Android, iOS, Kindle, Nook, and Windows Phone. OverDrive is available in the Catalog and on the A-Z Database List. Individual titles can be found in the Catalog and Discover. OverDrive ebooks and audiobooks may be checked out for up to 14 days, and are automatically returned to the library when they are due. For more information, see our recent blog post. To set up your account and install the OverDrive app on your mobile device, see this FAQ post. If you have any questions, please contact the Information Services Desk at (912)478-5645.” FACULTY LISTSERV ANNOUNCEMENTS JM
  16. 16. • With the exception of the FAQ posts, all communications are drafted and submitted for approval in a single Word document. • A lot of language and links are similar across communications, so a single document saves time and helps with tracking. • “Map” indicates that the content of one FAQ post was mapped to another, rather than rewritten (a feature of LibAnswers). ROLLOUT COPY TEMPLATE JM
  17. 17. New Resource • BrowZine • Flipster • Choice Reviews Online • IOP Science • New York Times in Education • New York Times Online • OverDrive New Interface, Content, or Service • AP Videos (improved discovery layer access) • CIQ NetAdvantage (new interface) • EBSCO eBooks Mobile Apps (newly supported service) • EBSCO Journal Alerts (newly supported service) • eBrary (new titles) • Flipster (new titles) • Films on Demand (new titles) • Gale Literary Databases (new interface) • Ovid (new interface) • Print Demand-Driven Acquisitions (new service) • Savannah Historic Newspapers (new interface) • West GA Historic Newspapers (new interface) • WorldCat Discovery (new interface) ROLLOUTS TO DATE – 33 FROM 8/15 TO 5/16 DS
  18. 18. • Impact on patron awareness and usage is hard to quantify, however… • Internally, impact has been considerable: • Improved relationship between technical and public services. • Increased number of questions received regarding rollouts. • Increased number of FAQ posts created as result of troubleshooting requests. • Good evidence of improved patron awareness: • Rollouts expand the reach of consortial communications. • Communications are easily recognizable, as opposed to “just another email.” • President’s response to rollout of new resource, OverDrive. IMPACT & LESSONS LEARNED DS
  19. 19. • Cancellations (Rollbacks?). • Make FAQs more public. • Increase public services’ support autonomy. • Expand assessment. NEXT STEPS JM
  20. 20. References • Connaway, L. S. (2015). The Library in the Life of the user: Engaging with people where they live and learn. Dublin, OH: OCLC Research. Retrieved from http://www.oclc.org/ content/dam/research/publications/2015/oclcresearch-library-in-life-of-user.pdf • Laskowski, M. S. (2015). Technical services for changing times: Adjusting our image, our skills, and our mission. Library Leadership & Management, 29(4), 1-9. Retrieved from https://journals.tdl.org/llm/index.php/llm/article/viewFile/7139/6346 • Laskowski, M. S. and Maddox Abbott, J. A. (2014). The evolution of technical services: Learning from the past and embracing the future. Technical Services Quarterly, 31(13), 13-30. doi:10.1080/07317131.2014.844619 • Pesch, O. (2009). ERMs and the e-resource life-cycle [PowerPoint slides]. Retrieved from http://tinyurl.com/ERLifeCycle • Van Belleghem, S. (2015). When digital becomes human: The transformation of customer relationships. London, England: Kogan Page, 2015. QUESTIONS?

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