The University of Glasgow Library developed a strategy to deliver mobile services over multiple phases. Phase 1 involved developing a mobile catalogue, implementing QR codes, testing instant messaging and e-books, and conducting user surveys. Based on survey findings that most use mobile internet for email, social media and browsing, the top requested services were searching articles, checking out books and reading e-books. Phase 2 will focus on improving the mobile website, expanding access to e-resources beyond e-books, using QR codes in physical locations, teaching digital skills, and utilizing mobile devices to improve workflows. The strategy is being implemented and promoted in phases based on user research.

1. Developing a strategy for mobile service delivery Karen Stevenson on behalf of Mobile Technology Group, University of Glasgow Library

2. University Library 2.5 million books and journals 40,000 e-journals 600,000 e-books 800 student PCs Wi-Fi throughout (?)

3. Getting started with mobile June 2010 – broad level investigation Research literature Devices & costs Mobile Technology Group Library Management approval

4. Early decisions Not apps (for now) Catalogue search Renew books Need devices to test Regular surveys

5. Strategy emerges Dec 2010 10 strands Project plan Phased implementation Potential barriers

6. 10 strands Library search QR codes Instant enquiry messaging Mobile e-book SMS library notices Bluetooth Infrastructure Live Lab User Education Promotion and evaluation

7. Library survey: March 2011 358 respondents 39% aged 20-23 55% undergraduates 22% postgraduates 21% staff 32% iPhone 30% Android 13% Blackberry 12% iPod Touch 4% iPad or other tablet

8. Survey: What do you use the internet access on your mobile device to do? Answer options Responses E-mail 79.0% Facebook / Twitter 74.7% Browse internet 72.4% Get directions / maps 65.1% Watch videos 37.8% Instant Messaging 34.9% Download/read e-books 22.7% Don’t use internet access 12.5%

9. Survey: What Library services do you currently use on your mobile device? Answer options Responses I didn’t know you could! 58.7% Search for books etc 29.4% Renew books 19.5% Check Library opening hours 19.5% Check account for fines 12.5% Watch Library videos 2.6%

10. Survey: What other Library services would you like to access on your mobile device? Answer options Responses Search for articles 59.3% Check out books 56.3% Read e-books 50.9% Contact Library staff/get research help 21.3% Wouldn’t use Library services 12.9%

11. Mobile catalogue July 2011 AirPAC (LMS supplier: Innovative Interfaces) Searching/requesting Library Account Renewals/fines Key Library information

12. Search results/full record

13. My Account: renewals, fines

14. Adoption of QR codes Catalogue records New book reservations Contact details Library leaflets Physical locations (Later phase?)

15. Library Infrastructure Not complete WiFi or 3G coverage University VPN required But not available to Android phones Mobile phone policy Bluetooth considerations (Phase 2)

16. Library Infrastructure improving Consultation with IT Services Eduroam recommended over VPN Extended wifi coverage Device advice! http://www.eduroam.org/

19. Instant messaging Open source Used at other libraries Trial April – May Rethink communications SMS notices, enquiries? (Phase 2)

20. Academic e-books Selected sample of providers Functional worksheets Tested devices DRM & authentication ‘ Suppliers/aggregators need to do better’

21. User education (Digital Media Skills) In the future, we must be able to teach users about how to access information from their mobile devices and show them how to organise and use effectively that information for coursework and research. (University of Glasgow Library Mobile Strategy, 2011)

22. The ‘Live Lab’ For Library staff Variety of devices Familiarity & engagement Application to current operational processes?

23. Promotion and evaluation Mobile marketing group Freshers Fair, Roadshows Blog, twitter, Facebook Visual displays More surveys

24. Library Survey: Nov-Dec 2011 In progress – actively promoting! 5% change to Android from iPhone Email, Internet, Facebook still top activity list Improvements to wireless access but more needed

25. Current survey : What Library services do you currently use on your mobile device? Answer options Responses I didn’t know you could! 47.0% (-11.7%) Search for books etc 39.6% (+10.2%) Check account for fines 26.9% (+14.4%) Renew books 26.1% (+6.6%) Check Library opening hours 15.7% (-3.8%) Watch Library videos 1.5% (-1.1%)

26. Current survey: some comments Good that there is this possibility of having access through phone. There are too many users and not enough PCs [on campus]. Any step to encourage people to use their own devices is surely a good one. I can afford a Smartphone/iPhone/Blackberry hence why I can't/don't/won't use it for Library access

27. Phase 2: selected list Mobile friendly web pages E-resources (not just e-books) QR codes in physical locations Digital media skills Use of mobile devices to improve library workflows

28. Thank you! Karen Stevenson [email_address] www.lib.gla.ac.uk www.facebook.com/uofglibrary www.twitter.com/uofglibrary www.flickr.com/uofglibrary www.youtube.com/uofg