Meeting The Expectations Of Today’s Users


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Paper delivered by Nora Claravall during the 35th ALAP Anniversary Forum

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Meeting The Expectations Of Today’s Users

  1. 1. Meeting the Expectations of Today’s Users By: NORA J CLARAVALL,Ed.D.
  2. 2. Outline <ul><li>► Need to go beyond the traditional library </li></ul><ul><li>► Web 2.0 and Library 2.0 </li></ul><ul><li>► Categories of users: their expectations and needs </li></ul><ul><li>► Inclusion of new users’ values </li></ul><ul><li>► The Info Common Model </li></ul><ul><li>► Strategies for a successful user service </li></ul><ul><li>► Conclusion </li></ul>
  3. 3. Need to go beyond the traditional library <ul><li>A traditional library is: </li></ul><ul><li>► a storehouse, house of printed materials </li></ul><ul><li>► a world of physical items </li></ul><ul><li>► a quiet, well organized place for study and reflection </li></ul>
  4. 4. Beyond the traditional library, we need to: <ul><li>► develop an intelligent collection development policy, as it relates to electronic and on line resources </li></ul><ul><li>► create a balance between electronic and print products </li></ul><ul><li>► offer continuous technology training for the LIS staff </li></ul><ul><li>► keep up on the latest trends in technology </li></ul><ul><li>► collaborate, partner and network with the various stakeholders </li></ul>
  5. 5. 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)
  6. 6. Web 2.0 + Library = Library 2.0 <ul><li>► Library 2.0 </li></ul><ul><li>-makes information available wherever and whenever the user requires it. </li></ul><ul><li>- seeks to ensure that barriers to use and reuse are removed. </li></ul><ul><li>- is a direct spin off of the term Web 2.0 </li></ul>
  7. 7. Aspects of a Library 2.0 <ul><li>1. Remixing library services </li></ul><ul><li>- a shift from the delivery of a library service just within the library building or simply from a library’s own website </li></ul><ul><li>2. Moving the library boundaries </li></ul><ul><li>- moving towards collaborative access agreements </li></ul><ul><li>3. Information that is discoverable </li></ul><ul><li> - The Open Library should seek to enable discovery, locating, requesting , delivery and use of the resources in its care </li></ul><ul><li>4. Libraries seek participation </li></ul><ul><li>-Library 2.0 facilitates and encourages a culture of participation, drawing upon the perspectives and contributions of library staff,technology partners and wider community. </li></ul>
  8. 8. Categories of Users <ul><li>>Novice </li></ul><ul><li>>Expert </li></ul><ul><li>>Occasional </li></ul><ul><li>>Frequent </li></ul><ul><li>>Child </li></ul><ul><li>>Older adult </li></ul><ul><li>>User with special needs </li></ul>
  9. 9. Users’ Expectations <ul><li>ࣼ Expect information ANYWHERE </li></ul><ul><li>ࣼ Want information ANYTIME </li></ul>
  10. 10. Users’ Basic Needs <ul><li>1. Information </li></ul><ul><li>2. Instruction </li></ul><ul><li>3. Access assistance </li></ul>
  11. 11. Users’ Values <ul><li>Convenience </li></ul><ul><li>Accessibility </li></ul><ul><li>Satisfaction </li></ul><ul><li>Timeliness </li></ul><ul><li>Choices </li></ul><ul><li>Independence </li></ul><ul><li>Equity </li></ul>
  12. 12. 3 basic elements of a good service <ul><li>Equity of Access </li></ul><ul><li>Personal service </li></ul><ul><li>Service tailored to individual needs </li></ul>
  13. 13. Electronics Resources Printed Publications Library 2.0 Wikis Blogging Folksonomy Technical Facilities Human side of user services Users’ value Users’ Satisfaction INFO COMMON MODEL
  14. 14. Strategies for a Successful User Service <ul><li>> Focus on the customer </li></ul><ul><li>> Enhance administrative supports, education and training </li></ul><ul><li>> Identify strengths and limitations </li></ul><ul><li>> Set achievable goals and objectives </li></ul><ul><li>> Commitment: recognize & acknowledge the role of will and effort </li></ul><ul><li>> Keep a scorecard: how to tell if you’re winning </li></ul><ul><li>> Work on continuous improvement </li></ul><ul><li>> Recognize the power of the customer </li></ul>
  15. 15. Conclusion <ul><li>Keep this acronym in mind when we deliver our service to users: COMFORT </li></ul><ul><li>C- aring </li></ul><ul><li> O-bservant </li></ul><ul><li>M-indful </li></ul><ul><li>F-riendly </li></ul><ul><li>O-bliging </li></ul><ul><li>R-esponsible </li></ul><ul><li>T- actful </li></ul>
  16. 16. Thank you Let’s have coffee together.