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Ala2012 bridge to somewhere

1. Genealogy questions are among the most common questions libraries receive. 2. Health, wellness, and medical questions also rank highly. 3. Questions about technology skills, such as how to use software, hardware, and the web, are frequently asked of libraries. The survey data from 68% of Virginia library systems showed that libraries receive a wide variety of questions from patrons, but genealogy, health, and technology questions appear to be among the most prevalent.

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Digital Bridge to Somewhere Stephen Abram Gale, Cengage Learning ALA, Anaheim June 2012
COMMUNITY IMPACT Stephen Abram
In Other Words… Meaningful and sustainable strategies based on the needs of your libraries and your communities.
6 Sustainable Library Strategies for 21st Century Libraries
Black & White
Recognize key shifts
1. Real Learning • Not random and opportunistic • Scalable and Repeatable • Attainable
ed2go Overview Public Library Solutions February 2012
What is Ed2Go for Libraries? • Ed2Go for Libraries is Life Long Learning in Action! • Ed2Go for Libraries delivers engaging, interesting online courses on a variety of popular topics with a subscription model designed for libraries. • Hundreds of courses • Expert instructors • Unlimited course registrations • Annual subscription
A closer look: Product Specs • Ed2Go for Libraries • Expert instructors lead each course • Flexible course model that keeps students accountable and engaged • 12-lesson format • 20 - 24 course-hours over 6 weeks • Courses kick-off 3rd Wednesday of every month • Student discussion area with instructor interaction • Written in “conversational style” • Download a certificate of completion • Courses added monthly • Turn-key product administration for the library • Easy to track successful student outcomes • ed2go hosts robust website for library administrators packed with usage reports, site customization options, and customizable marketing collateral • Ed2Go Basic for Libraries • All the above MINUS 19 additional courses offering accredited continuing education credits
Course Development Process 15
Instructor Qualifications 16
Four Broad Categories Computers and Technology Personal Development Career and Professional Writing and Publishing 17
Various Course Examples 18
30+ Courses Added Annually • Web Design and • Advanced Microsoft • Courses for Teaching Professionals Programming Excel 2010 • Singapore Math Strategies: Advanced • Macintosh, iPhone, • Introduction to Model Drawing for Grades 6-9 and iPad Microsoft Word 2011 • Creating Classroom Centers Programming for the Mac • Creating WordPress • Introduction to • Websites II Photoshop CS6 • Personal Enrichment • Creating Mobile Apps • Introduction to Chemistry with HTML5 • Introduction to Biology • • Business Finance for Non-Finance • Computer Courses Personnel • Intermediate • Introduction to Digital Scrapbooking Microsoft Access • Introduction to Screenwriting 2010 • Introduction to • Managing Life as a Single Parent Microsoft Publisher • Living Well on a Budget 2010 • Publish and Sell Your E-Books • Introduction to Adobe Acrobat X 19
Ed2Go 19 High Value Courses Advanced CompTIA A+ Certification Prep Basic CompTIA A+ Certification Prep Certificate in Complementary and Alternative Medicine Certificate in End of Life Care Certificate in Gerontology Certificate in Growth and Development Through the Lifespan Certificate in Holistic and Integrative Health Certificate in Integrative Mental Health Certificate in Issues in Oxygenation Certificate in Legal and Ethical Issues in Nursing Certificate in Pain Assessment and Management Certificate in Perinatal Issues Certificate in Spirituality, Health, and Healing CompTIA A+ Network+ Certification Prep CompTIA Â+ Security+ Certification Prep Intermediate CompTIA A+ Certification Prep PMP® Certification Prep 1 PMP® Certification Prep 2 20
2. Real Reading • eBooks and Beyond • The reading experience • Reviews, commentary, communities
READING EXERCISE Why do people read?
Why do people read? 1. To learn 2. To engage in hearing other’s opinions (to agree or disagree or understand) 3. To develop more knowledge about myself and develop as a whole person 4. To be entertained and laugh, to engage and interact 5. To address boredom and the inexorable progress of time 6. To research and keep up-to-date 7. To participate well in civil society (everything from news to voting) 8. To be informed (and maybe smarter) 9. To understand others (individually and culturally) 10. To escape our day-to-day lives 11. To stimulate the imagination and be inspired or spiritual 12. To write and communicate better through reading others 13. To teach 14. To have something to talk about 15. To connect with like-minded people
3 .Real Programs • Scalable • Repeatable • Staffed • Train the trainer • Aligned with collections and communities • Partnerships and Alliances
4. Real Technology • Experience Portals • eLearning • Mobile first • eBooks • Technology enhanced but not tech-centric spaces (gesture computing, holograms, laser tag, iPhone balls, Legobots, Smartboards, Cloud computing, monitors, etc.)
5. Real Stories and Measurements • Stop playing games
Academic Libraries: Central Michigan University Grand Valley State University Public Libraries: Clinton Macomb Public Library Howell District Library Kent District Library Portage District Library
• Goals? • Who are your potential partners and potential funders? (Who, What, Where, Why, When and How to reach them?) • GO AFTER STORIES! • Get the whole story (permissions) • Test your Story (brief, succinct, complete, upbeat, appropriate, personable, actionable) • Get your story out!
Facebook.com/CanadianOutcomes
The Present The Future The Past Letting People Letting People Building Libraries Know About Know What We and Collections Them Can Do For Them It’s All About It’s All About It’s All About Numbers Marketing Outcomes
6. Real Questions
Why do people ask questions? Is your library experience conceptually organized around answers and programs? Or collections, technology and buildings?
Why do people ask questions?  Who, What, When, Where  How & Why  Data – Information – Knowledge - Behavior  To Learn or to Know  To Acquire Information, Clarify, Tune  To Decide, to Solve, to Choose, to Delay  To Interview, Delve, Interact, Progress  To Entertain or Socialize  To Reduce Fear  To Help, Aid, Cure, Be a Friend  To Win A Bet
Sample Charts of Top Library Questions Stephen Abram, MLS Gale Cengage Learning
Advance Survey Data for the Library of Virginia Prepared by Stephen Abram and the Gale, Cengage Learning Statistical Analysis Research Team
Reference Facet of the Library of Virginia Story September 2010 Survey Data 62 of 91 LVA library systems (68%)
Respondent Role 0.0% 1.7% Senior Management Was Engaged! 25.0% Director / Management Team Reference Staff Circulation Staff Technology Staff 73.3%
Respondent Experience 0.0% 5.1% You have deep Experience and 11.9% Talent.! Less than 1 year 1-5 years 6-10 years Over 10-years 83.1%
Degree of Urbanization There was 18.2% Diversity of 21.8% Libraries in the sample. Urban Small Town Rural Regional Center / Consortia Staff 21.8% 38.2%
Yep – You Get Questions • Health and Wellness / Community Health / Nutrition / Diet / Recovery DIY Do It Yourself Activities and Car Repair Genealogy Test prep (SAT, ACT, occupational tests, etc. etc.) Legal Questions (including family law, divorce, adoption, etc) Hobbies, Games and Gardening Local History Consumer reviews (Choosing a car, appliance, etc.) Homework Help (grade school) Technology Skills (software, hardware, web) Government Programs, Services and Taxation Self- help/personal development Careers (jobs, counselling, etc.) Reading Choices and recommendations, books & authors Travel and Vacation, Tourism Support Supporting College credits, Distance Education, and Adult Continuing Education Personal Finance and Investments / Financial Literacy Religion and spirituality Retirement and Seniors Services General Reference / Quick Answer Questions (e.g. telephone numbers, addresses, definitions, locations, library hours and services, etc.) Coming to America or our Community (Immigration, Moving) Book Clubs / Community Reading / Summer Reading Business. Leadership and Management Parenting and Child Development Adult Literacy / ESL Entrepreneurship and Consulting Small and Medium-sized Business Support World Cultures/Understanding Our World History Studies (Civil War, WW2, etc.) Choosing a School, Program/Degree, College or University / College Planning Finding People / Biographies , language learning
Relative Patron Interest in Various Areas Finding People / Biographies Choosing a School, Program/Degree, College or University / College Planning History Studies (Civil War, WW2, etc.) World Cultures/Understanding Our World Small and Medium-sized Business Support Entrepreneurship and Consulting Adult Literacy / ESL Parenting and Child Development Business. Leadership and Management Book Clubs / Community Reading / Summer Reading Coming to America or our Community (Immigration, Moving) General Reference / Quick Answer Questions (e.g. telephone … Retirement and Seniors Services Religion and spirituality Personal Finance and Investments / Financial Literacy Supporting College credits, Distance Education, and Adult Continuing Education Travel and Vacation, Tourism Support Reading Choices and recommendations, books & authors Careers (jobs, counseling, etc.) Self-help/personal development Government Programs, Services and Taxation Technology Skills (software, hardware, web) Top 13 Homework Help (grade school) Consumer reviews (Choosing a car, appliance, etc.) Local History Hobbies, Games and Gardening Legal Questions (including family law, divorce, adoption, etc) Test prep (SAT, ACT, occupational tests, etc. etc.) Genealogy DIY Do It Yourself Activities and Car Repair Health and Wellness / Community Health / Nutrition / Diet / Recovery 0.00 0.20 0.40 0.60 0.80 1.00 1.20
The Baker’s Dozen: LVA Top 13 1. Health and Wellness / Community Health / Nutrition / Diet / Recovery 2. DIY Do It Yourself Activities and Car Repair 3. Genealogy 4. Test prep (SAT, ACT, occupational tests, etc. etc.) 5. Legal Questions (including family law, divorce, adoption, etc) 6. Hobbies, Games and Gardening 7. Local History 8. Consumer reviews (Choosing a car, appliance, etc.) 9. Homework Help (grade school) 10. Technology Skills (software, hardware, web) 11. Government Programs, Services and Taxation 12. Self-help/personal development 13. Careers (jobs, counselling, etc.) 14. Readers Advisory was 14th
Resource Levels for Top Ten Areas of Patron Interest (Question 1) Technology Skills (software, hardware, Internet/web) 51.7% 48.3% 0.0% Test prep (SAT, ACT, occupational tests, etc.) 58.3% 41.7% 0.0% Legal Questions (including family law, divorce, adoption, etc) 60.0% 35.0% 5.0% Genealogy 60.0% 31.7% 8.3% DIY Do It Yourself Activities and Car Repair 67.8% 30.5% 1.7% Enough Not Enough Homework Help (grade school) 72.9% 25.4% 1.7% Not Applicable Local History 75.9% 22.4% 1.7% Health and Wellness / Community Health / Nutrition / Diet / Recovery 81.7% 16.7% 1.7% Consumer reviews (choosing a car, appliance, etc.) 83.1% 15.3% 1.7% Hobbies and Gardening 88.3% 10.0% 1.7% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Student Homework Support - Level of Requests by Area 100% 0.0% 1.7% 0.0% 1.7% 0.0% 1.7% 1.7% 0.0% 1.7% 1.7% 3.4% 10.0% 11.7% 13.3% 13.3% 90% 22.0% 80% 20.0% 44.1% 70% 56.9% 43.3% 38.3% 38.3% 60% N/A 42.4% 35.0% Not at all Common 50% Slightly Common Common 40% Very Common 39.0% 30% 22.4% 45.0% 46.7% 46.7% 20% 32.2% 33.3% 12.1% 10% 11.9% 5.2% 3.4% 0% History / Social Studies Science / Science fairs) Biographies Special Events (Black (or Hispanic, Asian, Native American) Studies Month) Literature Women’s History Religion
Areas of World Which Generate Most Questions 100% 0.00% 1.67% 0.00% 0.00% 1.75% 0.00% 1.67% 0.00% 1.89% 1.69% 0.00% 1.69% 0.00% 1.69% 6.90% 11.67% 17.24% 14.04% 17.24% 17.54% 90% 18.97% 23.33% 22.03% 28.30% 31.03% 30.51% 80% 39.66% 34.48% 42.37% 28.33% 70% 36.21% 41.38% 60% 47.37% 56.90% 57.89% 50% 50.00% 55.93% 49.06% 51.72% 40% 52.54% N/A 39.66% 38.33% 46.55% Not at all Popular 45.76% 30% Slightly Popular 37.93% 32.76% 22.81% Popular 20% Very Popular 14.04% 24.14% 20.00% 18.87% 16.95% 10.34% 10% 18.97% 20.00% 14.04% 15.25% 13.79% 10.53% 8.47% 6.90% 8.62% 6.90% 5.00% 3.39% 0% 1.72% 1.89% 0.00% 0.00% 1.69%
The Strategic Collection Issue •List includes top 10 subjects for each group. •Most popular subject for each group is denoted by 10, least popular (within top 10) is denoted by 1. •Items that did not make the top 10 for a particular group are denoted by 0 for that group. •Since not all items were included in the top 10 of all groups, the sum of scores is taken across groups, rather than the average, to provide the overall rankings (higher being better). •The overall top 10 items are the same as those represented in the chart, but rank differs due to the fact that only 55 respondents are included above (others did not indicate a location type).
Top Hobbies Survey From Stephen’s Lighthouse
Top 12 Patron Hobbies Recreational Reading Cooking & Recipes Computers Movies & Film Exercise, Cycling & Walking Traveling, Tourism & Vacations Music Pets Gardening Television Shows Arts & Crafts Knitting & Needlecrafts 0 10 20 30 40 50 60 70 I made a mistake and left out photography as a hobby.
Patron Hobbies - All Recreational Reading Cooking & Recipes Computers Movies & Film Exercise, Cycling & Walking Traveling, Tourism & Vacations Music Pets Gardening Television Shows Arts & Crafts Knitting & Needlecrafts Diet & Nutrition Religion & Spiritual Activities Genealogy Carpentry, Home Repair & Additions Antiques & Collectibles Video Gaming Volunteer Work Outdoor Life Creative Writing Cars, Motorcycles Board & Card Games Summer Sports Painting & Sculpture / Art Appreciation Adult Individual Sports Other Home Entertaining, Picnics & Parties Live Theatre Sewing Adult Team Sports Children's Sports Golf Woodworking Winter Sports Stamp collecting
Other Hobbies 1 Bird Feeding 1 Genealogy Homesteading 5 1 Internet social games Learning to use my I-POD 1 Politics 1 Hiking 1 1 Photography/Photojournalism
Other Hobbies Bird Feeding Genealogy Homesteading Internet social games Learning to use my I-POD Politics Hiking Photography/Photojournalism
National Library Customer Satisfaction Data Specific Database Results from Usage Year One: Aug. 2009 – Sept. 2010 Sample: More up to date and local data is available
What do we need to know? • How do library databases compare with other web experiences and expectations? • Who are our core virtual users? • What are user expectations for satisfaction? • How does library search compare to consumer search like Google? • How do people find and connect with library virtual services? • What should we ‘fix’ as a first priority? • Are end users being successful in their POV? • Are they happy? Will they come back? Tell a friend?
Top-Level Benchmarks Gale-Cengage Browse Survey August 01, 2010 - August 31, 2010 90 90 90 89 90 90 90 90 90 88 87 87 85 84 78 77 71 75 76 73 74 74 72 72 72 71 Gale Library 70 68 70 69 65 62 Databases Compare 59 59 48 41 Very Well 48 30 30 to Other 30 33 37 30 30 Web Experiences 0
Digging Into Satisfaction 3 4 5 9 6 8 7 2 1 Element High Univers/ Other, Other Middle ary School College please Profess- Profess- School School Student Student Librar’n specify Teacher ional or Student Student Overall Responses: 3,043 2,920 1,570 709 576 576 488 477 148 10,507 29% 28% 15% 7% 5% 5% 5% 5% 1% Content 70 77 79 69 Users will 77 74 67 68 40 73 Look and Feel Navigation 64 65 74 71 74 69 64 60 Return and 72 69 70 66 61 60 63 63 37 45 68 66 Search 61 73 73 60 Recommend 71 67 59 59 35 66 Site Performance 73 79 77 72 Once Hooked 77 76 68 72 52 75 Satisfaction 63 74 72 60 72 66 59 62 35 67 Likelihood to 72 82 85 71 82 78 66 69 36 76 Return Primary 63 73 68 56 70 60 51 60 33 65 Resource Recommend 63 78 83 66 80 72 63 61 36 71
Gale-Cengage Browse Survey Priority Map October 01, 2009 - October 31, 2009 STATUS QUO REQUIRED MAINTAIN OR IMPROVE High Site Performance 74, 0.4 Content 73, 1.1 Library SCORE 72 Search Look and Feel 68, 0.4 Needs to Navigation 67, 0.9 Improve Search 67, 2.8 Low 62 0.2 Low MONITOR 1.2 TOP PRIORITY 2.2 High Key: Position of each bubble indicates its score and impact IMPACT Size of each bubble also indicates the relative size of impact
Who uses e-Resources? High School Student 29% University/ College Student 28% Librarian The Core User 15% Other, please specify 7% For Library Teacher 5% E-Resources Other Professional 5% is Clear Professor 5% Middle School Student 5% Elementary School Student 1% 0% 5% 10% 15% 20% 25% 30% 35
Gale-Cengage Browse Survey Did you find what you were looking for? August 01, 2009 - September 06, 2010 (N: 10486) Don't know yet 20% Database Users No Are Being 20% Yes Successful 60%
Gale-Cengage Browse Survey Which search engine do you primarily use to do online research? August 01, 2009 - September 06, 2010 (N: 10486) Ask.com Yahoo.com 3% 6% Other, please specify 10% Google.com 81%
Gale-Cengage Browse Survey What type of difficulty, if any, did you encounter with the navigation process on this website? August 01, 2009 - September 06, 2010 (N: 10486) Links/labels are Had technical difficulties difficult to understand (e.g. broken links, error 4% messages) 4% Too many links or navigational choices 5% There are Could not navigate back to previous information 8% Would often feel lost, not know where I was Training and Did not have any difficulty navigating the site Communication 8% 52% Other, please specify 9% Opportunities Links did not take me where I expected 10%
Gale-Cengage Browse Survey What is your gender? August 01, 2009 - September 06, 2010 (N: 10484) Prefer not to respond 8% More Males Use Male 33% Library Databases Female 59% Than Usual
Gale-Cengage Browse Survey What is your age? August 01, 2009 - September 06, 2010 (N: 10486) Prefer not to respond 7% 26-35 10% There is Not 18 and under 30% 19-25 11% A Demographic Swing in Online 36-50 19% Usage 51+ 23%
Gale-Cengage Browse Survey Do you trust the content on this website more than the content you find through web search engines? August 01, 2009 - September 06, 2010 (N: 10486) No 9% Library Users Trust Library Haven't thought about it 18% Databases More. Yes 73%
Gale-Cengage Browse Survey Which best describes the purpose of your research today? August 01, 2009 - September 06, 2010 (N: 10486) Just browsing Other, please specify 5% 6% Personal interest 10% School is the Sweet Spot – Professional project But Other Users 17% School assignment 62% Abound Too.
Gale-Cengage Browse Survey Which best describes your role on this website today? August 01, 2009 - September 06, 2010 (N: 10486) High School Student 29% University/ College 28% Student Librarian 15% Library’s Other, please specify 7% Natural Allies Teacher 5% Are Big Users Other Professional 5% Professor & Potential 5% Middle School Student 5% Partners. Elementary School 1% Student 0% 5% 10% 15% 20% 25% 30% 35%
Gale-Cengage Browse Survey How did you find out about this website? August 01, 2009 - September 06, 2010 (N: 10486) Other, please specify Web search 5% engine 3% Used in the past 7% Wow! Only 29% of Librarian Users Find 32% E-Resources Teacher 24% Through Our School or library website Websites. 29%
Gale-Cengage Browse Survey How frequently do you use this website? August 01, 2009 - September 06, 2010 (N: 10486) Every 6 months or less 7% Daily 7% About once every 3 months And 39% of Your 8% Users Are in Your First time 36% Databases for About once a month 10% For the Very Several times a week Several times a month 14% First Time! 18%
Gale-Cengage Browse Survey Recommend - Scores and Distributions August 01, 2009 - September 06, 2010 (Avg. Score: 71) Your Users Will Recommend Your Databases How likely are you to recommend this site to someone else? 12% 2%3%3% 5% 5% 7% 11% 14% 39% Avg Score: 7.4 N*: 10486 0% 20% 40% 60% 80% 100% * N values exclude "Don't Know" 1 2 3 4 5 6 7 8 9 10
Gale-Cengage Browse Survey Primary Resource - Scores and Distributions August 01, 2009 - September 06, 2010 (Avg. Score: 65) Your Users Respect Your Databases How likely are you to As Primary use this site as your primary resource for your research needs? 12% 3% 4% 4% 6% 7% 10% 14%Sources 13% 27% Avg Score: 6.9 N*: 10486 0% 20% 40% 60% 80% 100% * N values exclude "Don't Know" 1 2 3 4 5 6 7 8 9 10
Gale-Cengage Browse Survey Likelihood to Return - Scores and Distributions August 01, 2009 - September 06, 2010 (Avg. Score: 76) Your Users Are Likely to Return How likely are you to return to this site? 9% 2% 2% 4% 4% 2% 7% 11% 14% 46% Avg Score: 7.9 N*: 10486 0% 20% 40% 60% 80% 100% * N values exclude "Don't Know" 1 2 3 4 5 6 7 8 9 10
Gale-Cengage Browse Survey Satisfaction - Scores and Distributions August 01, 2009 - September 06, 2010 (Avg. Score: 67) Your Users How does this site compare to your idea of Evaluate an ideal website? 10% 3% 4% 4% 7% 8% 13% 18% 15% 19% Avg Score: 6.8 N*: 10486 Your Services as Meeting Expectations. How well does this site meet your expectations? 10% 2%3% 4% 6% 6% 11% 18% 18% 22% Avg Score: 7.1 N*: 10486 What is your overall satisfaction with this site? 9% 2% 3% 5% 3% 7% 11% 18% 19% 23% Avg Score: 7.2 N*: 10486 0% 20% 40% 60% 80% 100% * N values exclude "Don't Know" 1 2 3 4 5 6 7 8 9 10
Gale-Cengage Browse Survey Site Performance - Scores and Distributions August 01, 2009 - September 06, 2010 (Avg. Score: 75) Please rate the ability to load pages without getting error messages 7% 1% 2%3% 4% 2% 6% 14% 19% 42% on this site. Avg Score: 8 N*: 4659 Please rate the consistency of speed from page to page on 7% 1% 2% 5% 2% 6% 11% 19% 20% 28% this site. Avg Score: 7.7 N*: 4661 Please rate how quickly pages load on this site. 7% 1% 3% 5% 2% 5% 12% 18% 20% 27% Avg Score: 7.6 N*: 4660 0% 20% 40% 60% 80% 100% * N values exclude "Don't Know" 1 2 3 4 5 6 7 8 9 10
Gale-Cengage Browse Survey Search - Scores and Distributions August 01, 2009 - September 06, 2010 (Avg. Score: 66) Please rate how well the search feature helps you to narrow the 11% 3% 4% 4% 6% 8% 12% 17% 15% 21% results to find what you want. Avg Score: 6.8… Please rate how well the search results help you decide what to 11% 2% 3% 4% 6% 8% 12% 18% 15% 21% select. Avg Score: 6.9 N*: 10486 Please rate the organization of search results on this site. 9% 2% 3% 5% 3% 7% 12% 19% 16% 24% Avg Score: 7.2 N*: 4659 Please rate the relevance of search results on this site. 9% 3% 3% 4% 6% 8% 11% 17% 17% 22% Avg Score: 7 N*: 4661 0% 20% 40% 60% 80% 100% * N values exclude "Don't Know" 1 2 3 4 5 6 7 8 9 10
Gale-Cengage Browse Survey Navigation - Scores and Distributions August 01, 2009 - September 06, 2010 (Avg. Score: 66) Please rate the number of clicks to get where you want on this site. 10% 3% 6% 6% 7% 8% 11% 17% 13% 19% Avg Score: 6.6 N*: 4661 Please rate how well the site layout helps you find what you are 9% 2%3% 4% 6% 8% 13% 19% 16% 21% looking for. Avg Score: 7 N*: 4658 Please rate the options available for navigating this site. 9% 2%3% 4% 7% 7% 13% 20% 15% 21% Avg Score: 7 N*: 4663 Please rate how well the site is organized. 9% 1% 3% 6% 2% 6% 12% 21% 16% 24% Avg Score: 7.3 N*: 4661 0% 20% 40% 60% 80% 100% * N values exclude "Don't Know" 1 2 3 4 5 6 7 8 9 10
Gale-Cengage Browse Survey Look and Feel - Scores and Distributions August 01, 2009 - September 06, 2010 (Avg. Score: 68) Please rate the readability of the pages on this site. 7% 1% 2% 5% 2% 5% 11% 19% 18% 30% Avg Score: 7.7 N*: 4659 Please rate the balance of graphics and text on this site. 8% 2%3% 5% 8% 9% 13% 19% 15% 20% Avg Score: 7 N*: 4658 Please rate the visual appeal of this site. 9% 2% 4% 5% 8% 10% 13% 16% 14% 20% Avg Score: 6.9 N*: 4663 0% 20% 40% 60% 80% 100% * N values exclude "Don't Know" 1 2 3 4 5 6 7 8 9 10
Gale-Cengage Browse Survey Content - Scores and Distributions August 01, 2009 - September 06, 2010 (Avg. Score: 73) Please rate the freshness of content on this site. 9% 1% 3% 6% 2% 7% 12% 18% 18% 26% Avg Score: 7.4 N*: 4662 Please rate the quality of information on this site. 8% 1% 2% 4% 5% 2% 9% 18% 20% 31% Avg Score: 7.7 N*: 4661 Please rate the accuracy of information on this site. 8% 1% 2% 5% 4% 2% 8% 18% 22% 31% Avg Score: 7.8 N*: 4660 0% 20% 40% 60% 80% 100% * N values exclude "Don't Know" 1 2 3 4 5 6 7 8 9 10
There’s Great News! We have Room for Improvement BUT Library Databases Compete Very Well with User Expectations and Needs Fulfillment.
Gale-Cengage Browse Survey Future Behaviors with Satisfaction Trendlines August 01, 2009 - September 06, 2010 100 90 80 Score 70 60 50 40 Aug-09 Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10 Likelihood to Return 82 76 77 76 77 75 77 75 76 76 77 83 81 77 Primary Resource 69 63 64 66 65 64 67 65 65 65 64 68 66 63 Recommend 77 71 72 70 71 70 72 70 70 70 74 79 77 74 Satisfaction 70 66 68 67 68 65 68 66 67 67 68 72 71 67 Time Periods
Gale-Cengage Browse Survey Elements with Satisfaction Trendlines August 01, 2009 - September 06, 2010 100 90 80 70 Score 60 50 40 Aug-09 Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10 Content 75 74 73 72 73 71 74 73 73 73 74 78 79 78 Look and Feel 71 69 68 68 68 67 68 68 68 68 72 76 74 70 Navigation 69 66 67 66 67 64 67 66 66 66 68 73 70 62 Search 70 66 67 66 66 65 67 66 66 66 69 72 72 68 Site Performance 78 75 74 74 75 73 75 75 75 77 82 80 81 81 Satisfaction 70 66 68 67 68 65 68 66 67 67 68 72 71 67 Time Periods
Gale-Cengage Browse Survey Satisfaction Trendlines August 01, 2009 - September 06, 2010 100 90 80 Satisfaction Score 70 60 50 40 Aug-09 Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10 Satisfaction 70 66 68 67 68 65 68 66 67 67 68 72 71 67 Time Periods
Gale-Cengage Browse Survey Number of Survey Respondents August 01, 2009 - September 06, 2010 1,800 The School 1,600 Cycle Drives 1,400 1,200 Many Usage Scenarios Number of Respondents 1,000 800 600 400 200 0 Aug-09 Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10 N 203 1,153 1,611 1,391 760 814 1,081 1,138 1,059 691 168 170 192 55 Time Periods
Lego™ Pieces • Counter Sushi data • Database usage (unique user, session, length of session, hits, downloads, etc.) • Google Analytics • Foresee satisfaction and demographic data • Search Samples • ILS Data • Geo-IP data
Summary 1. Real Learning 2. Real Technology: Social Tools and Experience Portals 3. Real Reading – not just eBooks 4. Context: Real Content Drives Programming 5. Real Questions Drive Program Portfolio 6. Statistics become Impact Measurements and Stories tell the story
Stephen Abram, MLS, FSLA VP strategic partnerships and markets Cengage Learning (Gale) Cel: 416-669-4855 stephen.abram@cengage.com Stephen’s Lighthouse Blog http://stephenslighthouse.com Facebook: Stephen Abram LinkedIn / Plaxo: Stephen Abram Twitter: sabram SlideShare: StephenAbram1

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Ala2012 bridge to somewhere

  • 1.
    Digital Bridge to Somewhere Stephen Abram Gale, Cengage Learning ALA, Anaheim June 2012
  • 2.
    COMMUNITY IMPACT Stephen Abram
  • 3.
    In Other Words… Meaningfuland sustainable strategies based on the needs of your libraries and your communities.
  • 4.
    6 Sustainable LibraryStrategies for 21st Century Libraries
  • 5.
  • 10.
  • 11.
    1. Real Learning •Not random and opportunistic • Scalable and Repeatable • Attainable
  • 12.
    ed2go Overview Public Library Solutions February 2012
  • 13.
    What is Ed2Gofor Libraries? • Ed2Go for Libraries is Life Long Learning in Action! • Ed2Go for Libraries delivers engaging, interesting online courses on a variety of popular topics with a subscription model designed for libraries. • Hundreds of courses • Expert instructors • Unlimited course registrations • Annual subscription
  • 14.
    A closer look:Product Specs • Ed2Go for Libraries • Expert instructors lead each course • Flexible course model that keeps students accountable and engaged • 12-lesson format • 20 - 24 course-hours over 6 weeks • Courses kick-off 3rd Wednesday of every month • Student discussion area with instructor interaction • Written in “conversational style” • Download a certificate of completion • Courses added monthly • Turn-key product administration for the library • Easy to track successful student outcomes • ed2go hosts robust website for library administrators packed with usage reports, site customization options, and customizable marketing collateral • Ed2Go Basic for Libraries • All the above MINUS 19 additional courses offering accredited continuing education credits
  • 15.
  • 16.
  • 17.
    Four Broad Categories Computers and Technology Personal Development Career and Professional Writing and Publishing 17
  • 18.
  • 19.
    30+ Courses AddedAnnually • Web Design and • Advanced Microsoft • Courses for Teaching Professionals Programming Excel 2010 • Singapore Math Strategies: Advanced • Macintosh, iPhone, • Introduction to Model Drawing for Grades 6-9 and iPad Microsoft Word 2011 • Creating Classroom Centers Programming for the Mac • Creating WordPress • Introduction to • Websites II Photoshop CS6 • Personal Enrichment • Creating Mobile Apps • Introduction to Chemistry with HTML5 • Introduction to Biology • • Business Finance for Non-Finance • Computer Courses Personnel • Intermediate • Introduction to Digital Scrapbooking Microsoft Access • Introduction to Screenwriting 2010 • Introduction to • Managing Life as a Single Parent Microsoft Publisher • Living Well on a Budget 2010 • Publish and Sell Your E-Books • Introduction to Adobe Acrobat X 19
  • 20.
    Ed2Go 19 HighValue Courses Advanced CompTIA A+ Certification Prep Basic CompTIA A+ Certification Prep Certificate in Complementary and Alternative Medicine Certificate in End of Life Care Certificate in Gerontology Certificate in Growth and Development Through the Lifespan Certificate in Holistic and Integrative Health Certificate in Integrative Mental Health Certificate in Issues in Oxygenation Certificate in Legal and Ethical Issues in Nursing Certificate in Pain Assessment and Management Certificate in Perinatal Issues Certificate in Spirituality, Health, and Healing CompTIA A+ Network+ Certification Prep CompTIA Â+ Security+ Certification Prep Intermediate CompTIA A+ Certification Prep PMP® Certification Prep 1 PMP® Certification Prep 2 20
  • 21.
    2. Real Reading •eBooks and Beyond • The reading experience • Reviews, commentary, communities
  • 23.
    READING EXERCISE Whydo people read?
  • 24.
    Why do peopleread? 1. To learn 2. To engage in hearing other’s opinions (to agree or disagree or understand) 3. To develop more knowledge about myself and develop as a whole person 4. To be entertained and laugh, to engage and interact 5. To address boredom and the inexorable progress of time 6. To research and keep up-to-date 7. To participate well in civil society (everything from news to voting) 8. To be informed (and maybe smarter) 9. To understand others (individually and culturally) 10. To escape our day-to-day lives 11. To stimulate the imagination and be inspired or spiritual 12. To write and communicate better through reading others 13. To teach 14. To have something to talk about 15. To connect with like-minded people
  • 25.
    3 .Real Programs • Scalable • Repeatable • Staffed • Train the trainer • Aligned with collections and communities • Partnerships and Alliances
  • 26.
    4. Real Technology • Experience Portals • eLearning • Mobile first • eBooks • Technology enhanced but not tech-centric spaces (gesture computing, holograms, laser tag, iPhone balls, Legobots, Smartboards, Cloud computing, monitors, etc.)
  • 27.
    5. Real Storiesand Measurements • Stop playing games
  • 28.
    Academic Libraries: Central MichiganUniversity Grand Valley State University Public Libraries: Clinton Macomb Public Library Howell District Library Kent District Library Portage District Library
  • 30.
    • Goals? • Whoare your potential partners and potential funders? (Who, What, Where, Why, When and How to reach them?) • GO AFTER STORIES! • Get the whole story (permissions) • Test your Story (brief, succinct, complete, upbeat, appropriate, personable, actionable) • Get your story out!
  • 33.
  • 34.
    The Present The Future The Past Letting People Letting People Building Libraries Know About Know What We and Collections Them Can Do For Them It’s All About It’s All About It’s All About Numbers Marketing Outcomes
  • 35.
  • 36.
    Why do peopleask questions? Is your library experience conceptually organized around answers and programs? Or collections, technology and buildings?
  • 37.
    Why do peopleask questions?  Who, What, When, Where  How & Why  Data – Information – Knowledge - Behavior  To Learn or to Know  To Acquire Information, Clarify, Tune  To Decide, to Solve, to Choose, to Delay  To Interview, Delve, Interact, Progress  To Entertain or Socialize  To Reduce Fear  To Help, Aid, Cure, Be a Friend  To Win A Bet
  • 38.
    Sample Charts ofTop Library Questions Stephen Abram, MLS Gale Cengage Learning
  • 39.
    Advance Survey Datafor the Library of Virginia Prepared by Stephen Abram and the Gale, Cengage Learning Statistical Analysis Research Team
  • 40.
    Reference Facet ofthe Library of Virginia Story September 2010 Survey Data 62 of 91 LVA library systems (68%)
  • 41.
    Respondent Role 0.0% 1.7% Senior Management Was Engaged! 25.0% Director / Management Team Reference Staff Circulation Staff Technology Staff 73.3%
  • 42.
    Respondent Experience 0.0% 5.1% You have deep Experience and 11.9% Talent.! Less than 1 year 1-5 years 6-10 years Over 10-years 83.1%
  • 43.
    Degree of Urbanization There was 18.2% Diversity of 21.8% Libraries in the sample. Urban Small Town Rural Regional Center / Consortia Staff 21.8% 38.2%
  • 44.
    Yep – YouGet Questions • Health and Wellness / Community Health / Nutrition / Diet / Recovery DIY Do It Yourself Activities and Car Repair Genealogy Test prep (SAT, ACT, occupational tests, etc. etc.) Legal Questions (including family law, divorce, adoption, etc) Hobbies, Games and Gardening Local History Consumer reviews (Choosing a car, appliance, etc.) Homework Help (grade school) Technology Skills (software, hardware, web) Government Programs, Services and Taxation Self- help/personal development Careers (jobs, counselling, etc.) Reading Choices and recommendations, books & authors Travel and Vacation, Tourism Support Supporting College credits, Distance Education, and Adult Continuing Education Personal Finance and Investments / Financial Literacy Religion and spirituality Retirement and Seniors Services General Reference / Quick Answer Questions (e.g. telephone numbers, addresses, definitions, locations, library hours and services, etc.) Coming to America or our Community (Immigration, Moving) Book Clubs / Community Reading / Summer Reading Business. Leadership and Management Parenting and Child Development Adult Literacy / ESL Entrepreneurship and Consulting Small and Medium-sized Business Support World Cultures/Understanding Our World History Studies (Civil War, WW2, etc.) Choosing a School, Program/Degree, College or University / College Planning Finding People / Biographies , language learning
  • 45.
    Relative Patron Interestin Various Areas Finding People / Biographies Choosing a School, Program/Degree, College or University / College Planning History Studies (Civil War, WW2, etc.) World Cultures/Understanding Our World Small and Medium-sized Business Support Entrepreneurship and Consulting Adult Literacy / ESL Parenting and Child Development Business. Leadership and Management Book Clubs / Community Reading / Summer Reading Coming to America or our Community (Immigration, Moving) General Reference / Quick Answer Questions (e.g. telephone … Retirement and Seniors Services Religion and spirituality Personal Finance and Investments / Financial Literacy Supporting College credits, Distance Education, and Adult Continuing Education Travel and Vacation, Tourism Support Reading Choices and recommendations, books & authors Careers (jobs, counseling, etc.) Self-help/personal development Government Programs, Services and Taxation Technology Skills (software, hardware, web) Top 13 Homework Help (grade school) Consumer reviews (Choosing a car, appliance, etc.) Local History Hobbies, Games and Gardening Legal Questions (including family law, divorce, adoption, etc) Test prep (SAT, ACT, occupational tests, etc. etc.) Genealogy DIY Do It Yourself Activities and Car Repair Health and Wellness / Community Health / Nutrition / Diet / Recovery 0.00 0.20 0.40 0.60 0.80 1.00 1.20
  • 46.
    The Baker’s Dozen:LVA Top 13 1. Health and Wellness / Community Health / Nutrition / Diet / Recovery 2. DIY Do It Yourself Activities and Car Repair 3. Genealogy 4. Test prep (SAT, ACT, occupational tests, etc. etc.) 5. Legal Questions (including family law, divorce, adoption, etc) 6. Hobbies, Games and Gardening 7. Local History 8. Consumer reviews (Choosing a car, appliance, etc.) 9. Homework Help (grade school) 10. Technology Skills (software, hardware, web) 11. Government Programs, Services and Taxation 12. Self-help/personal development 13. Careers (jobs, counselling, etc.) 14. Readers Advisory was 14th
  • 47.
    Resource Levels forTop Ten Areas of Patron Interest (Question 1) Technology Skills (software, hardware, Internet/web) 51.7% 48.3% 0.0% Test prep (SAT, ACT, occupational tests, etc.) 58.3% 41.7% 0.0% Legal Questions (including family law, divorce, adoption, etc) 60.0% 35.0% 5.0% Genealogy 60.0% 31.7% 8.3% DIY Do It Yourself Activities and Car Repair 67.8% 30.5% 1.7% Enough Not Enough Homework Help (grade school) 72.9% 25.4% 1.7% Not Applicable Local History 75.9% 22.4% 1.7% Health and Wellness / Community Health / Nutrition / Diet / Recovery 81.7% 16.7% 1.7% Consumer reviews (choosing a car, appliance, etc.) 83.1% 15.3% 1.7% Hobbies and Gardening 88.3% 10.0% 1.7% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
  • 48.
    Student Homework Support- Level of Requests by Area 100% 0.0% 1.7% 0.0% 1.7% 0.0% 1.7% 1.7% 0.0% 1.7% 1.7% 3.4% 10.0% 11.7% 13.3% 13.3% 90% 22.0% 80% 20.0% 44.1% 70% 56.9% 43.3% 38.3% 38.3% 60% N/A 42.4% 35.0% Not at all Common 50% Slightly Common Common 40% Very Common 39.0% 30% 22.4% 45.0% 46.7% 46.7% 20% 32.2% 33.3% 12.1% 10% 11.9% 5.2% 3.4% 0% History / Social Studies Science / Science fairs) Biographies Special Events (Black (or Hispanic, Asian, Native American) Studies Month) Literature Women’s History Religion
  • 49.
    Areas of WorldWhich Generate Most Questions 100% 0.00% 1.67% 0.00% 0.00% 1.75% 0.00% 1.67% 0.00% 1.89% 1.69% 0.00% 1.69% 0.00% 1.69% 6.90% 11.67% 17.24% 14.04% 17.24% 17.54% 90% 18.97% 23.33% 22.03% 28.30% 31.03% 30.51% 80% 39.66% 34.48% 42.37% 28.33% 70% 36.21% 41.38% 60% 47.37% 56.90% 57.89% 50% 50.00% 55.93% 49.06% 51.72% 40% 52.54% N/A 39.66% 38.33% 46.55% Not at all Popular 45.76% 30% Slightly Popular 37.93% 32.76% 22.81% Popular 20% Very Popular 14.04% 24.14% 20.00% 18.87% 16.95% 10.34% 10% 18.97% 20.00% 14.04% 15.25% 13.79% 10.53% 8.47% 6.90% 8.62% 6.90% 5.00% 3.39% 0% 1.72% 1.89% 0.00% 0.00% 1.69%
  • 50.
    The Strategic CollectionIssue •List includes top 10 subjects for each group. •Most popular subject for each group is denoted by 10, least popular (within top 10) is denoted by 1. •Items that did not make the top 10 for a particular group are denoted by 0 for that group. •Since not all items were included in the top 10 of all groups, the sum of scores is taken across groups, rather than the average, to provide the overall rankings (higher being better). •The overall top 10 items are the same as those represented in the chart, but rank differs due to the fact that only 55 respondents are included above (others did not indicate a location type).
  • 51.
    Top Hobbies Survey FromStephen’s Lighthouse
  • 52.
    Top 12 PatronHobbies Recreational Reading Cooking & Recipes Computers Movies & Film Exercise, Cycling & Walking Traveling, Tourism & Vacations Music Pets Gardening Television Shows Arts & Crafts Knitting & Needlecrafts 0 10 20 30 40 50 60 70 I made a mistake and left out photography as a hobby.
  • 53.
    Patron Hobbies -All Recreational Reading Cooking & Recipes Computers Movies & Film Exercise, Cycling & Walking Traveling, Tourism & Vacations Music Pets Gardening Television Shows Arts & Crafts Knitting & Needlecrafts Diet & Nutrition Religion & Spiritual Activities Genealogy Carpentry, Home Repair & Additions Antiques & Collectibles Video Gaming Volunteer Work Outdoor Life Creative Writing Cars, Motorcycles Board & Card Games Summer Sports Painting & Sculpture / Art Appreciation Adult Individual Sports Other Home Entertaining, Picnics & Parties Live Theatre Sewing Adult Team Sports Children's Sports Golf Woodworking Winter Sports Stamp collecting
  • 54.
    Other Hobbies 1 Bird Feeding 1 Genealogy Homesteading 5 1 Internet social games Learning to use my I-POD 1 Politics 1 Hiking 1 1 Photography/Photojournalism
  • 55.
    Other Hobbies Bird Feeding Genealogy Homesteading Internet social games Learning to use my I-POD Politics Hiking Photography/Photojournalism
  • 60.
    National Library CustomerSatisfaction Data Specific Database Results from Usage Year One: Aug. 2009 – Sept. 2010 Sample: More up to date and local data is available
  • 61.
    What do weneed to know? • How do library databases compare with other web experiences and expectations? • Who are our core virtual users? • What are user expectations for satisfaction? • How does library search compare to consumer search like Google? • How do people find and connect with library virtual services? • What should we ‘fix’ as a first priority? • Are end users being successful in their POV? • Are they happy? Will they come back? Tell a friend?
  • 62.
    Top-Level Benchmarks Gale-Cengage Browse Survey August 01, 2010 - August 31, 2010 90 90 90 89 90 90 90 90 90 88 87 87 85 84 78 77 71 75 76 73 74 74 72 72 72 71 Gale Library 70 68 70 69 65 62 Databases Compare 59 59 48 41 Very Well 48 30 30 to Other 30 33 37 30 30 Web Experiences 0
  • 63.
    Digging Into Satisfaction 3 4 5 9 6 8 7 2 1 Element High Univers/ Other, Other Middle ary School College please Profess- Profess- School School Student Student Librar’n specify Teacher ional or Student Student Overall Responses: 3,043 2,920 1,570 709 576 576 488 477 148 10,507 29% 28% 15% 7% 5% 5% 5% 5% 1% Content 70 77 79 69 Users will 77 74 67 68 40 73 Look and Feel Navigation 64 65 74 71 74 69 64 60 Return and 72 69 70 66 61 60 63 63 37 45 68 66 Search 61 73 73 60 Recommend 71 67 59 59 35 66 Site Performance 73 79 77 72 Once Hooked 77 76 68 72 52 75 Satisfaction 63 74 72 60 72 66 59 62 35 67 Likelihood to 72 82 85 71 82 78 66 69 36 76 Return Primary 63 73 68 56 70 60 51 60 33 65 Resource Recommend 63 78 83 66 80 72 63 61 36 71
  • 64.
    Gale-Cengage Browse Survey Priority Map October 01, 2009 - October 31, 2009 STATUS QUO REQUIRED MAINTAIN OR IMPROVE High Site Performance 74, 0.4 Content 73, 1.1 Library SCORE 72 Search Look and Feel 68, 0.4 Needs to Navigation 67, 0.9 Improve Search 67, 2.8 Low 62 0.2 Low MONITOR 1.2 TOP PRIORITY 2.2 High Key: Position of each bubble indicates its score and impact IMPACT Size of each bubble also indicates the relative size of impact
  • 65.
    Who uses e-Resources? High School Student 29% University/ College Student 28% Librarian The Core User 15% Other, please specify 7% For Library Teacher 5% E-Resources Other Professional 5% is Clear Professor 5% Middle School Student 5% Elementary School Student 1% 0% 5% 10% 15% 20% 25% 30% 35
  • 66.
    Gale-Cengage Browse Survey Didyou find what you were looking for? August 01, 2009 - September 06, 2010 (N: 10486) Don't know yet 20% Database Users No Are Being 20% Yes Successful 60%
  • 67.
    Gale-Cengage Browse Survey Which search engine do you primarily use to do online research? August 01, 2009 - September 06, 2010 (N: 10486) Ask.com Yahoo.com 3% 6% Other, please specify 10% Google.com 81%
  • 68.
    Gale-Cengage Browse Survey Whattype of difficulty, if any, did you encounter with the navigation process on this website? August 01, 2009 - September 06, 2010 (N: 10486) Links/labels are Had technical difficulties difficult to understand (e.g. broken links, error 4% messages) 4% Too many links or navigational choices 5% There are Could not navigate back to previous information 8% Would often feel lost, not know where I was Training and Did not have any difficulty navigating the site Communication 8% 52% Other, please specify 9% Opportunities Links did not take me where I expected 10%
  • 69.
    Gale-Cengage Browse Survey What is your gender? August 01, 2009 - September 06, 2010 (N: 10484) Prefer not to respond 8% More Males Use Male 33% Library Databases Female 59% Than Usual
  • 70.
    Gale-Cengage Browse Survey What is your age? August 01, 2009 - September 06, 2010 (N: 10486) Prefer not to respond 7% 26-35 10% There is Not 18 and under 30% 19-25 11% A Demographic Swing in Online 36-50 19% Usage 51+ 23%
  • 71.
    Gale-Cengage Browse Survey Doyou trust the content on this website more than the content you find through web search engines? August 01, 2009 - September 06, 2010 (N: 10486) No 9% Library Users Trust Library Haven't thought about it 18% Databases More. Yes 73%
  • 72.
    Gale-Cengage Browse Survey Which best describes the purpose of your research today? August 01, 2009 - September 06, 2010 (N: 10486) Just browsing Other, please specify 5% 6% Personal interest 10% School is the Sweet Spot – Professional project But Other Users 17% School assignment 62% Abound Too.
  • 73.
    Gale-Cengage Browse Survey Which best describes your role on this website today? August 01, 2009 - September 06, 2010 (N: 10486) High School Student 29% University/ College 28% Student Librarian 15% Library’s Other, please specify 7% Natural Allies Teacher 5% Are Big Users Other Professional 5% Professor & Potential 5% Middle School Student 5% Partners. Elementary School 1% Student 0% 5% 10% 15% 20% 25% 30% 35%
  • 74.
    Gale-Cengage Browse Survey How did you find out about this website? August 01, 2009 - September 06, 2010 (N: 10486) Other, please specify Web search 5% engine 3% Used in the past 7% Wow! Only 29% of Librarian Users Find 32% E-Resources Teacher 24% Through Our School or library website Websites. 29%
  • 75.
    Gale-Cengage Browse Survey How frequently do you use this website? August 01, 2009 - September 06, 2010 (N: 10486) Every 6 months or less 7% Daily 7% About once every 3 months And 39% of Your 8% Users Are in Your First time 36% Databases for About once a month 10% For the Very Several times a week Several times a month 14% First Time! 18%
  • 76.
    Gale-Cengage Browse Survey Recommend - Scores and Distributions August 01, 2009 - September 06, 2010 (Avg. Score: 71) Your Users Will Recommend Your Databases How likely are you to recommend this site to someone else? 12% 2%3%3% 5% 5% 7% 11% 14% 39% Avg Score: 7.4 N*: 10486 0% 20% 40% 60% 80% 100% * N values exclude "Don't Know" 1 2 3 4 5 6 7 8 9 10
  • 77.
    Gale-Cengage Browse Survey Primary Resource - Scores and Distributions August 01, 2009 - September 06, 2010 (Avg. Score: 65) Your Users Respect Your Databases How likely are you to As Primary use this site as your primary resource for your research needs? 12% 3% 4% 4% 6% 7% 10% 14%Sources 13% 27% Avg Score: 6.9 N*: 10486 0% 20% 40% 60% 80% 100% * N values exclude "Don't Know" 1 2 3 4 5 6 7 8 9 10
  • 78.
    Gale-Cengage Browse Survey Likelihood to Return - Scores and Distributions August 01, 2009 - September 06, 2010 (Avg. Score: 76) Your Users Are Likely to Return How likely are you to return to this site? 9% 2% 2% 4% 4% 2% 7% 11% 14% 46% Avg Score: 7.9 N*: 10486 0% 20% 40% 60% 80% 100% * N values exclude "Don't Know" 1 2 3 4 5 6 7 8 9 10
  • 79.
    Gale-Cengage Browse Survey Satisfaction - Scores and Distributions August 01, 2009 - September 06, 2010 (Avg. Score: 67) Your Users How does this site compare to your idea of Evaluate an ideal website? 10% 3% 4% 4% 7% 8% 13% 18% 15% 19% Avg Score: 6.8 N*: 10486 Your Services as Meeting Expectations. How well does this site meet your expectations? 10% 2%3% 4% 6% 6% 11% 18% 18% 22% Avg Score: 7.1 N*: 10486 What is your overall satisfaction with this site? 9% 2% 3% 5% 3% 7% 11% 18% 19% 23% Avg Score: 7.2 N*: 10486 0% 20% 40% 60% 80% 100% * N values exclude "Don't Know" 1 2 3 4 5 6 7 8 9 10
  • 80.
    Gale-Cengage Browse Survey Site Performance - Scores and Distributions August 01, 2009 - September 06, 2010 (Avg. Score: 75) Please rate the ability to load pages without getting error messages 7% 1% 2%3% 4% 2% 6% 14% 19% 42% on this site. Avg Score: 8 N*: 4659 Please rate the consistency of speed from page to page on 7% 1% 2% 5% 2% 6% 11% 19% 20% 28% this site. Avg Score: 7.7 N*: 4661 Please rate how quickly pages load on this site. 7% 1% 3% 5% 2% 5% 12% 18% 20% 27% Avg Score: 7.6 N*: 4660 0% 20% 40% 60% 80% 100% * N values exclude "Don't Know" 1 2 3 4 5 6 7 8 9 10
  • 81.
    Gale-Cengage Browse Survey Search - Scores and Distributions August 01, 2009 - September 06, 2010 (Avg. Score: 66) Please rate how well the search feature helps you to narrow the 11% 3% 4% 4% 6% 8% 12% 17% 15% 21% results to find what you want. Avg Score: 6.8… Please rate how well the search results help you decide what to 11% 2% 3% 4% 6% 8% 12% 18% 15% 21% select. Avg Score: 6.9 N*: 10486 Please rate the organization of search results on this site. 9% 2% 3% 5% 3% 7% 12% 19% 16% 24% Avg Score: 7.2 N*: 4659 Please rate the relevance of search results on this site. 9% 3% 3% 4% 6% 8% 11% 17% 17% 22% Avg Score: 7 N*: 4661 0% 20% 40% 60% 80% 100% * N values exclude "Don't Know" 1 2 3 4 5 6 7 8 9 10
  • 82.
    Gale-Cengage Browse Survey Navigation - Scores and Distributions August 01, 2009 - September 06, 2010 (Avg. Score: 66) Please rate the number of clicks to get where you want on this site. 10% 3% 6% 6% 7% 8% 11% 17% 13% 19% Avg Score: 6.6 N*: 4661 Please rate how well the site layout helps you find what you are 9% 2%3% 4% 6% 8% 13% 19% 16% 21% looking for. Avg Score: 7 N*: 4658 Please rate the options available for navigating this site. 9% 2%3% 4% 7% 7% 13% 20% 15% 21% Avg Score: 7 N*: 4663 Please rate how well the site is organized. 9% 1% 3% 6% 2% 6% 12% 21% 16% 24% Avg Score: 7.3 N*: 4661 0% 20% 40% 60% 80% 100% * N values exclude "Don't Know" 1 2 3 4 5 6 7 8 9 10
  • 83.
    Gale-Cengage Browse Survey Look and Feel - Scores and Distributions August 01, 2009 - September 06, 2010 (Avg. Score: 68) Please rate the readability of the pages on this site. 7% 1% 2% 5% 2% 5% 11% 19% 18% 30% Avg Score: 7.7 N*: 4659 Please rate the balance of graphics and text on this site. 8% 2%3% 5% 8% 9% 13% 19% 15% 20% Avg Score: 7 N*: 4658 Please rate the visual appeal of this site. 9% 2% 4% 5% 8% 10% 13% 16% 14% 20% Avg Score: 6.9 N*: 4663 0% 20% 40% 60% 80% 100% * N values exclude "Don't Know" 1 2 3 4 5 6 7 8 9 10
  • 84.
    Gale-Cengage Browse Survey Content - Scores and Distributions August 01, 2009 - September 06, 2010 (Avg. Score: 73) Please rate the freshness of content on this site. 9% 1% 3% 6% 2% 7% 12% 18% 18% 26% Avg Score: 7.4 N*: 4662 Please rate the quality of information on this site. 8% 1% 2% 4% 5% 2% 9% 18% 20% 31% Avg Score: 7.7 N*: 4661 Please rate the accuracy of information on this site. 8% 1% 2% 5% 4% 2% 8% 18% 22% 31% Avg Score: 7.8 N*: 4660 0% 20% 40% 60% 80% 100% * N values exclude "Don't Know" 1 2 3 4 5 6 7 8 9 10
  • 85.
    There’s Great News! We have Room for Improvement BUT Library Databases Compete Very Well with User Expectations and Needs Fulfillment.
  • 86.
    Gale-Cengage Browse Survey Future Behaviors with Satisfaction Trendlines August 01, 2009 - September 06, 2010 100 90 80 Score 70 60 50 40 Aug-09 Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10 Likelihood to Return 82 76 77 76 77 75 77 75 76 76 77 83 81 77 Primary Resource 69 63 64 66 65 64 67 65 65 65 64 68 66 63 Recommend 77 71 72 70 71 70 72 70 70 70 74 79 77 74 Satisfaction 70 66 68 67 68 65 68 66 67 67 68 72 71 67 Time Periods
  • 87.
    Gale-Cengage Browse Survey Elements with Satisfaction Trendlines August 01, 2009 - September 06, 2010 100 90 80 70 Score 60 50 40 Aug-09 Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10 Content 75 74 73 72 73 71 74 73 73 73 74 78 79 78 Look and Feel 71 69 68 68 68 67 68 68 68 68 72 76 74 70 Navigation 69 66 67 66 67 64 67 66 66 66 68 73 70 62 Search 70 66 67 66 66 65 67 66 66 66 69 72 72 68 Site Performance 78 75 74 74 75 73 75 75 75 77 82 80 81 81 Satisfaction 70 66 68 67 68 65 68 66 67 67 68 72 71 67 Time Periods
  • 88.
    Gale-Cengage Browse Survey Satisfaction Trendlines August 01, 2009 - September 06, 2010 100 90 80 Satisfaction Score 70 60 50 40 Aug-09 Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10 Satisfaction 70 66 68 67 68 65 68 66 67 67 68 72 71 67 Time Periods
  • 89.
    Gale-Cengage Browse Survey Number of Survey Respondents August 01, 2009 - September 06, 2010 1,800 The School 1,600 Cycle Drives 1,400 1,200 Many Usage Scenarios Number of Respondents 1,000 800 600 400 200 0 Aug-09 Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10 N 203 1,153 1,611 1,391 760 814 1,081 1,138 1,059 691 168 170 192 55 Time Periods
  • 90.
    Lego™ Pieces • CounterSushi data • Database usage (unique user, session, length of session, hits, downloads, etc.) • Google Analytics • Foresee satisfaction and demographic data • Search Samples • ILS Data • Geo-IP data
  • 94.
    Summary 1. Real Learning 2.Real Technology: Social Tools and Experience Portals 3. Real Reading – not just eBooks 4. Context: Real Content Drives Programming 5. Real Questions Drive Program Portfolio 6. Statistics become Impact Measurements and Stories tell the story
  • 96.
    Stephen Abram, MLS,FSLA VP strategic partnerships and markets Cengage Learning (Gale) Cel: 416-669-4855 stephen.abram@cengage.com Stephen’s Lighthouse Blog http://stephenslighthouse.com Facebook: Stephen Abram LinkedIn / Plaxo: Stephen Abram Twitter: sabram SlideShare: StephenAbram1

Editor's Notes

  • #3 IntroductionHi everyone – I’m Kathy Gawronski – Director of Marketing for Gale Cengage Learning Thank you for having me today to talk a bit about how libraries can tell their stories - the stories of how they transform lives in the communities they serve
  • #29 So how do libraries tell their stories? Last fall we reported out on a study we completed -- working with MLA and the research division of Information Today. This study involved these pilot libraries in Michigan that would consider how the right quantitative measures combined with the a meaningful “story” could transform the conversation about libraries and lead to better funding and stronger support for libraries.
  • #30 What we found was that the libraries needed some help in compiling outcome-based stories that could be considered “Springboard Stories “ – these are the stories that are very impactful – Stephen Denning – author of “The Springboard” says they are “The stories that can spark a leap in understanding” – A guide was created that walks library staff through the process of collecting and promoting their “Springboard stories” – I have copies of the guide that you can take to use as a guide to create your own outcome-based stories (can work thru workbook together if time permits)
  • #32 In support of this project --A Facebook page has also been setup where all Michigan libraries can post outcome-based stories – It would be great if you could LIKe the page and make sure to post your stories there
  • #35 How libraries tell the story of the value they add to their communities has been changing. In the past the story was about building brick and mortar bulldings and buildings collections. We know today that all libraries are looking for creative ways to get the word about the resources available at libraries and the depth, breadth and quality of the resources. And we know libraries are looking to the future – looking for ways to let people know that what they find at the library can really impact their lives.