This document discusses how libraries at the University of Rochester and Yale University used anthropological research methods like interviews and observation to better understand user needs and improve services. At Rochester, studies examined how undergraduates write papers and barriers to graduate student dissertation completion. At Yale, a study focused on barriers to humanities PhD completion. Both found students struggled with research tools introduction timing and needing social and solitary study spaces. Rochester also identified a need for graduate-only space. This research helped libraries provide more aligned services and spaces and remove barriers to student success.

1. INSPIRING CHANGE:
STUDYING USERS TO
IMPROVE
LIBRARY SERVICES
Susan Gibbons
University Librarian
&
Deputy Provost
Yale University

2. LIBRARY CHALLENGES
Technology is rapidly changing research
practices
Shift from ownership to access
Competition from commercial vendors
Severe economic constraints
How can we stay aligned with the
users of our libraries?

3. UNIVERSITY OF ROCHESTER
(USA)
Anthropologist in the Library (2003)
Use methods of anthropology and
ethnography to conduct in-depth
studies of library users
Goals
 Real vs. Perceived user needs
 Use findings to improve services, digital presence and
physical facilities
 Adapt to the changing needs of our users

4. RESEARCH CYCLE
Question
Method
s
Data
Gatherin
g
Findings
Chang
e

5. EXAMPLE RESEARCH
QUESTIONS
Rochester
How students write/research papers?
Barriers to dissertation/thesis
completion?
How are science libraries being used?
Yale
Barriers to dissertation/thesis
completion of humanities students?
How to design a center for teaching &
learning?
How to design a digital humanities lab?

6. 2 EXAMPLES
Undergraduates
Paper research and writing
Graduate students
Dissertation process

7. BLACK BOX QUESTION
Improve library support of
undergraduates
What makes an “A” paper? What
happens between assignment of
research paper and completed paper?

8. METHODS
Retrospective Interviews
Volunteer students
“Shadowed” throughout
semester
Interviews

11. FRESHMEN ORIENTATION
flickr.com/photos/tompagenet/22883

12. WRITING & RESEARCH
Not a linear process
Student can’t always
recognize where their
problem is
Research Write Polish
Paper
Tools
Research
Writing

13. UNFAMILIAR WITH LIBRARIAN
EXPERTISE
UNIVERSITY OF ROCHESTER

14. UNFAMILIAR WITH LIBRARIAN
EXPERTISE
YALE UNIVERSITY

15. 2 EXAMPLES
Undergraduates
Paper research and writing
Graduate students
Dissertation process

16. DISSERTATION QUESTION
Improve library support of graduate
students
What are the barriers to successful
dissertation completion?
Rochester- all disciplines
Yale- humanities focus

17. METHODS
InSitu Interviews
 Show us where and how you work

18. SIMILAR FINDINGS (ROCHESTER
& YALE)
Magical summer
Timing of introduction to
research tools
Human networks
•How can librarians be a part of the
network?

19. ROCHESTER FINDING- SPACE
Ideal library space for
graduate students
No undergraduate students
Solitary, but with others
Variety of seating/tasks
Lots of outlets, good lighting

20. METHODS
Design charettes
 Draw in detail your ideal library space

21. YALE FINDING- SPECIAL
COLLECTIONS
Understanding archival research
Paleography challenges
How to use other special
collections/archives

22. NEW UNDERSTANDINGS
Barriers to entry need to be lowered
Blending of academic & social
Importance of physical spaces
Symbolic
Neutral
Technology & literature intertwined
Defined by our services
Embrace experimentation
Tolerance of change & failure

23. ALIGNMENT WITH
INSTITUTION
Helicopter parents
More successful grant applications
Safety on campus
Humanities PhD completion
Yield- distinguishing educational
experience
Student retention
Faculty recruitment & retention

24. ANTHROLIB

25. QUESTIONS?
http://tinyurl.com/2a75pjg
Repository of article, papers and
presentations by the University of Rochester