Responding to the Future (Jennifer Peasley)

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Jennifer Peasley
Macquarie University

Macquarie University is currently undergoing a number of significant changes, including a review of the academic structure of the University, the establishment of a new medical school and planning for a new Library building. The challenge for Macquarie University Library is to focus on the future as well as the present – to anticipate the impact of these changes and the needs of current and future users in planning our service model, so that we can provide the services and support required.

One of the biggest challenges is planning for a new building which will not open until 2010: what environments will our users want to work in and how can we capitalise on technological developments to deliver quality services when, where and how our users need them? Working through the possibilities provides us with an opportunity to explore how we might structure and develop our workforce, ensure quality, and develop and trial new services and delivery methods, making use of Web 2.0 technologies. This paper will explore the potential requirements of our users, their physical and virtual environments and how the Library is planning to develop new approaches to service delivery to meet their needs.

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Responding to the Future (Jennifer Peasley)

  1. 1. Responding to the future Jennifer Peasley Deputy University Librarian Macquarie University Library
  2. 2. <ul><li>Responding to: </li></ul><ul><li>New client needs </li></ul><ul><li>New technologies </li></ul><ul><li>New environments </li></ul><ul><li>New skill requirements </li></ul><ul><li>……… it’s a challenge! </li></ul>
  3. 3. <ul><li>Focusing on our clients: </li></ul><ul><li>Who are they? </li></ul><ul><li>What are their needs? Now? In the future? </li></ul><ul><li>What do they think of us and our services? </li></ul>
  4. 4. <ul><li>… and their environments: </li></ul><ul><ul><li>Physical </li></ul></ul><ul><ul><li>Virtual </li></ul></ul><ul><ul><li>Technological </li></ul></ul>
  5. 5. <ul><li>Who are our users? </li></ul><ul><li>Development of personas </li></ul><ul><li>‘Digital natives’ and ‘digital immigrants’ </li></ul>
  6. 6. <ul><li>What do they want from us? </li></ul><ul><li>Information – when and where (and how) they need it </li></ul><ul><li>Support and help in finding the ‘best stuff’ </li></ul><ul><li>Seamless and consistent service </li></ul><ul><li>To be able to use the Library in their own way </li></ul>
  7. 7. <ul><li>What do they think of us? </li></ul><ul><li>Library is just a building </li></ul><ul><li>Library website is just a portal </li></ul><ul><li>Library applications are not user friendly or easily accessible </li></ul>
  8. 8. <ul><li>What environments do they work in? </li></ul><ul><li>Busy, distracting, time pressured </li></ul><ul><li>Access to, use of and comfort with technology varies </li></ul>
  9. 9. <ul><li>What virtual and physical environments do clients want us to provide? </li></ul><ul><li>Flexible and comfortable physical environments </li></ul><ul><li>Intuitive virtual environments, with useful and usable information, and support </li></ul>
  10. 10. <ul><li>What information consumes is rather obvious: it consumes the attention of its recipients. </li></ul><ul><li>Hence a wealth of information creates a poverty of attention and a need to allocate that attention efficiently among the overabundance of information sources that might consume it. </li></ul><ul><li>Herbert Simon </li></ul><ul><li>Source: Lorcan Dempsey, OCLC </li></ul>
  11. 11. <ul><li>Our response: </li></ul><ul><li>Quality enhancement and continuous improvement </li></ul><ul><li>Capitalise on developments in technology </li></ul>
  12. 12. <ul><li>A new physical space: a new Library in 2010 </li></ul>
  13. 13. An automated warehousing solution adapted for document retrieval – an Automated Storage and Retrieval System (ASRS)
  14. 17. <ul><li>This provides an opportunity to: </li></ul><ul><li>Review service delivery – virtual and physical </li></ul><ul><li>Review structures and skill requirements </li></ul>
  15. 18. <ul><li>And further opportunities to: </li></ul><ul><li>Build a client-focused culture </li></ul><ul><li>Communicate and build relationships with clients </li></ul>
  16. 19. <ul><li>Jennifer Peasley </li></ul><ul><li>Macquarie University Library </li></ul><ul><li>[email_address] </li></ul>

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