The document discusses methodologies for evaluating library system responsiveness, emphasizing a user-centered approach in the library's mission to support knowledge creation. Key takeaways include the importance of understanding user needs, focusing on convenience, and fostering community connections while reimagining library services and spaces. The document encourages libraries to innovate and engage with users to enhance their relevance in a competitive environment.

1. Methodologies to Evaluate the
Responsiveness of Library Systems
Joe Matthews
XIII International Conference of the University Libraries
Mexico City, November 16-18, 2016

4. Historically we have always thought of the user
in the life of the library
but we now are increasingly thinking about
the library in the life of the user

6. The mission of librarians
is to improve society
through facilitating knowledge creation
in their communities.
David Lankes

7. Responsive

8. “It's really hard to design
products by focus groups.
A lot of times, people don't
know what they want
until you show it to them.”
— Steve Jobs

11. Jobs To Be Done

12. • What is our mission?
• Who is our customer?
• What does the customer value?
• What are our results?
• What is our plan?

13. From collections to users

14. Student Learning Outcomes
Student Retention Outcomes
Teaching Outcomes
Research Outcomes

16. • Ethnographic
• Interviews
• Focus groups
• Observation

19. Discovery
happens elsewhere
Lorcan Dempsey
Convenience
trumps everything

21. Content

22. Context

26. Connection
People come to the library to be
informed, inspired, horrified, enchanted or amused.
They come to hide from reality or
understand its true nature.
They come to find solace or excitement,
companionship or solitude.
They come for the software.
Hugh Rundle

27. Collaboration

28. Community

29. The Take-a-ways
• Libraries exist in a competitive environment
• The library in the life of the user
• Sustained shift in focus from collections to
users
• Discovery happens elsewhere
• Convenience trumps everything

30. • Re-purpose space to provide tech centers,
meeting rooms, makerspace
• Provide connections – between activities,
and between people
• Your users’ are operating at the network-
level

31. • Engage your users to better their jobs-to-be-
done
• Revise your services to reduce pains and
increase gains
• Become a part of the users’ social network
and get in the flow

32. • Librarians need to focus on building
relationships
• Don’t limit your innovation – plant lot’s of
seeds – see what works
• Make visible the value your library brings to
your community

33. Questions & Discussion