Connaway, Lynn Silipigni. 2016. “Visitors and Residents: The Hows and Whys of Engagement with Technology.” Presented at the Library Association of the Republic of China (LAROC) Annual Meeting, Taiwan, December 10.

1. Library Association of the Republic of China (LAROC) Annual Meeting | December 10, 2016
Visitors and Residents: The Hows and
Whys of Engagement with Technology
Lynn Silipigni Connaway, PhD
Senior Research Scientist and Director of User Research, OCLC

2. “A majority of U.S. adults – 62% – get news on social media, and
18% do so often...”
(Gottfried and Shearer 2016)

3. “With 150 million people
sending “snaps” every day,
Snapchat—the social
network that relies on
ephemeral, in-the-moment
photos and short videos—
now has more daily users
than Twitter…”
(Nicks 2016)

4. As a result of public library technology access:
32 ½ million people pursued educational activities
30 million used library computers & Internet access for employment
or career purposes
28 million people sought information or carried out tasks related to
health & wellness
(Becker et al. 2011.)

5. DIGITAL VISITORS & RESIDENTS

6. About Digital Visitors and Residents
o Identify how
individuals engage
with technology
o How they acquire
their information
o Why they make their
choices
(White, Connaway, Lanclos, Hood, and Vass 2014)

7. V&R Framework
(White and Le Cornu 2011)
#vandr
Visitors and Residents resources http://www.oclc.org/research/themes/user-studies/vandr.html

8. Visitor Mode
o Functional use of
technology
o Formal need
o Invisible online presence
o Internet is a toolbox
(White and Connaway 2011-2014)

9. Resident Mode
o Visible and persistent
online presence
o Collaborative activity
online
o Contribute online
o Internet is a place
(White and Connaway 2011-2014)

10. #vandr
Educational Stages
(Connaway, White, and Lanclos 2011)

11. DATA COLLECTION & ANALYSIS

12. 4 Project Phases
• Semi-structured interviews
• Diaries/monthly semi-
structured interviews
• Written
• Video
• Skype or telephone
• Second group of semi-
structured interviews
• Online survey
Data Collection Tools

13. Visitors and Residents Interviews
• United States
• United Kingdom
• Universidad Carlos III de Madrid (Madrid, Spain)
• Università Cattolica del Sacro Cuore (Milan, Italy)
• Universitat Oberta de Catalunya (Barcelona, Spain)

14. Educational Stage
Universidad
Carlos III de
Madrid
(Madrid)
United
Kingdom United States
Università
Cattolica del
Sacro Cuore
(Milan)
Universitat
Oberta de
Catalunya
(Barcelona)
Emerging
Participants 8 21 22 3 6
Establishing
Participants 10 5 5 6 7
Embedding
Participants 10 5 5 6 7
Experiencing
Participants 10 5 5 5 13
Total 38 36 37 20 33
Visitors and Residents Interview Demographics

15. II. Sources
A. Human
1. Mother
2. Father
3. Extended family
4. Experts/
Professionals
5. Friends/
Colleagues
6. Teachers/
Professors
7. Peers
8. Librarians
9. Other
B. Digital
1. E-books
2. Online textbooks
3. Databases
4. Websites
Visitors and Residents
Codebook Excerpt

16. “It’s like a taboo I guess with all
teachers, they just all say – you
know, when they explain the paper
they always say, ‘Don’t use
Wikipedia.’”
(Digital Visitors and Residents, USU7, Female, Age 19, Political Science)
The Learning Black Market

17. “At first I started looking
online, and it was a little
bit overwhelming…I
ended up reaching into
my mom’s cupboard and
using a recipe that I found
in one of her old
cookbooks. The recipe
was just what I was
looking for...”
(Digital Visitors and Residents, USS3,
Emerging, Female, Age 17, High
School Student)
“Convenient” Isn’t Always Simple

18. I. Place
A. Internet
1. Search engine
a. Google
b. Yahoo
2. Social Media
a. Facebook
b. Twitter
c. You Tube
d. Flickr/ image
sharing
e. Blogging
B. Library
1. Academic
2. Public
3. School (K-12)
C. Home
D. School, classroom,
computer lab
E. Other
Visitors and Residents
Codebook Excerpt

19. TOOLS

20. “I could live without the
smartphone, but I can't
work without the
smartphone, which are
two different things.”
(UCSCG2, Embedding, Female, Age
25, Humanities)
Tablets, computers, smartphones and papers…

21. “…around half of newspaper readers consume newspapers only in
their printed form. They are more likely to often watch local TV news
than those newspaper readers who access the paper online instead
of or in addition to the print edition.”
(Barthel 2016)

22. “So, it's... I mean, people who use books are dinosaurs now.”
(UCSCF2, Experiencing, Male, Age 39, Social Sciences)
“(With digital information
alerts)….It is like with
books, you keep them but
you don’t want to trash
them because you have
some kind of emotional
relationship with books…”
(UOCG4, Health Sciences
Postgraduate Student, male,
aged 41)

23. The future…
“Seria un mix de telèfon mòbil i dron, que jo parlant li pogués fer una
pregunta, i ell em projectés una imatge o em donés la informació sense
que jo tingués que deixar de fer el que estic fent...deslligar-me del
transport d’aparells. Que voli al meu costat...projecta’m la pel.licula a la
pared....”
“A mix of mobile phone and a ‘drone.’ Just talking with it, it would provide
me all the information, for example, to project a film on the wall…just not
to have to use an artefact, not to transport tools...” (UOCFE6, Male, Age 53,
Health and Computer Science Faculty)
The magic future would be…

24. SOURCES

25. “When I learned to make béchamel sauce, my
mother would have gladly taught me, but she was
not available, so I searched on the internet… I
searched for a good video.”
“Quan vaig aprendre a fer
beixamel, la meva mare
hagués estat encantada
d’ensenyar-me a fer-ne
però com no hi era vaig
buscar per Internet...vaig
buscar un vídeo.”
(UOCG3, Male, Age 28, Computer Science)

26. “En temes de salut o així no solo acudir a Internet per res perquè
...poses que et fa mal un dit i acabes tenint pesta bubònica...no es
fiable, a internet...lo probablement improbable és lo segur. Aquí si
que acudiria a contactes reals.”
(UOCG3, Male, Age 28, Computer Science)
“Regarding health affairs, I usually don’t search on the internet
because… you have pain in one finger and then you end up
[thinking] you have the bubonic plague… It is not reliable…
improbable things become sure. For this situation, I would use
personal contacts.”

27. • Students from
any group
rarely
mentioned
librarians
• Faculty of all
groups
– Mentioned
librarians
slightly more
often
– Still less than
half of the time

28. “Wikipedia… it’s perfect, because it gives you the words, the things,
the technical words that you need to look, keywords, so Wikipedia
is always, always the first step.” (UOCG1, Male, Age 35-44, Professions and Applied
Sciences)

29. The future…
“The Google they want to
sell us but that it is not…,
the one that you could use
with natural language and
that the system will
interpret for you. As simple
as presenting my father
with the “best patatas
bravas recipe” and it
appears...but that was a
simple question...” (UOCFE5,
Female, 26-34, Formal Sciences)
The magic future would be…

30. DECISION/CHOICE

31. Convenience/Ease of Use/Accessibility as
reasons for selecting a source were mentioned
often by all groups.

32. “So I check three or four
websites and if it is more
or less the same, so ok, I
am confident.”
(ESG01, Embedding, Female, Age 26-34, Formal Sciences)

33. The amount of information available was mentioned as a
motivating factor in choosing sources by 100% of UOC
Faculty, 60% of UC3M Faculty, & 40% of both US & UK
Faculty.
Positive = Ability to find almost anything.
Negative = Experience information overload & need to
determine & manage what is relative & accurate.

34. “My capacity to
process
information is
overloaded. I’m
just accumulating
information as a
hamster.”
(UOCFE1, Male, Age 43, Information
Sciences)

35. The future…
“To have access to all full text…and more criteria to
select…To have a criteria tool for helping me to personalize
my experience” (UOCFI2,Male, Age 34-44, Social Sciences)
The magic future would be…
“Un sistema personalitzat que coneixés els teus atributs
personals i et presenti els resultats en una combinació de
vídeo i mapa conceptual”
“A personalized system that would know your personal
attributes and show you the results in a combination of
video and conceptual map” (UOCU3, Female, Age 19-25, Social
Sciences)

36. CONTACT

37. “Yes, I have [Whatsapp] groups of friends and family, we are quite
practical. I just send messages for useful matters, because I don’t
like bothering people.”
“Si, tinc grups d’amics i de família, som
bastant pràctics. Tinc un grup de quan
estudiàvem EGB, sí que en aquest grup
envien vídeos i acudits...però en els
altres grups som bastant pràctics. Com
no m’agrada molestar la gent només
envio missatges per coses útils.”
(UOCU7, Male, Age 31, Computer Science)

38. Faculty mentioned
email as a means of
contact.
US: 100%
UK: 100%
Madrid: 100%
Barcelona: 92%
Milan: 80%

39. “El primer que faig és obrir el mòbil, mirar els missatges, entrar a l’Ipad, a
Facebook…, mirar el correu.”
“The first thing I do is to open my mobile phone, look at the messages, open my
iPad, Facebook and look at the mail.”
(UOCFE6, Male, 45-54, Professions and Applied Science)

40. “Correu electrònic I whatsapp, I l’i.message d’Apple. Per la privada I per la personal.
Tinc dos telèfons. Un que el té tothom I un que el té el meu marit I els meus pares
que és per quan vull desconnectar”
(UOCFE5, Female, 26-34, Formal Sciences)
“E-mail and Whatsapp, and i-Message from Apple. For public and private life. I have two
phones. One that everyone has, and another that only my husband and my father know
about. That is the one I use when I want to disconnect”.

41. The future…
The magic future would be…
“The perfect way … would be just asking in
a voice message, not using the computer…
just walking down the street … saying I
“need”…”
(UOCFI3, Male, Age 48, Information and
Communication Studies)

42. PLACE

43. Social Media was mentioned across all Faculty groups, with
Facebook being mentioned the most.
“Hi ha moltes xarxes socials. Hauria d’estar vivint a
diferents espais…i la vida és una. Facebook et genera
una personalitat, Twitter te’n genera una altra, i...no tinc
vocació d’esquizofrènic.” (UOCFI5, Male, Age 44,
Law)
“There’s a lot of social media places. I must be living in
different places…and life is just one. Facebook makes
you one personality, Twitter makes you another
personality, and...I have no intention of being
schizophrenic.”

44. " A casa és, a l’hora de l’àpat el cap de setmana quan estem junts són els
dos nois dient ‘voleu deixar el mòbil, sisplau?’ a la meva dona i jo que
estem amb el mòbil."
(UOCFI6, Male, Age 53, Arts & Humanities)
“At home, at dinner time on weekends, when we are all together our sons
ask my wife and I: ‘could you please leave your smartphone?’ [because we
are texting all the time]."

45. Academic Library
Barcelona: 88%
US: 70%
Milan: 65%
UK: 56%
Madrid: 26%

46. “No es que conegui com funciona la
Biblioteca, però crec que Google ho ha de
portar millor.”
(UOCG3, Male, Age 28, Arts & Humanities)
“In fact, I don’t know how the library
works, but I think that Google must do it
better.”

47. “T’hi passes moltes hores, a Sant Google. Ens encomanem a Sant
Google i això doncs ens ho soluciona.”
(UOCFI6, Male, Age 53, Arts & Humanities)
“You spend many hours with Saint Google. We entrust ourselves to
Saint Google and that solves it for us.”

48. The future…
The magic future would be…
“Tenir tota la informació al mateix
lloc, que quedi integrada.”
“Have all the information available
in the same place, so it will be
integrated there.”
(UOCU9, Female, Age 45-54,
Arts/Humanities)

49. MOTIVATION

50. Media Posting
Barcelona: 73%
Madrid: 39%
US: 16%
UK: 14%
Milan: 10%

51. “I don’t like to post to social media my
opinions or personal things…I think that [the
internet] has enough information about us,
both professional and academic, so, it is
enough.”
“No m’agrada publicar les meves
opinions a les xarxes socials…Crec que
[Internet] ja té prou informació sobre
nosaltres, tant professional com
acadèmica, crec que ja és sufficient.”
(UOCFE7, Female, Age 36, Arts & Humanities)

52. “I can’t understand
how people can give
their opinions (on
Twitter) in a such small
space, with few
characters. For me it is
very difficult to say
something with value
and make people
understand me.”
(UOCFI1, Male, Age 43, Computer Sciences)

53. “A vegades per a que la informació sigui
significativa, i arribi d’una forma clara,
necessites que hi hagi algun vincle
emocional amb aquella informació. Si
només és la informació pura és més
difícil. Millor si hi ha un contacte previ
amb l’informant.“
“Sometimes for information to be
significant and to arrive in a clear
way, you need some kind of emotional
link with that information. If there's only
information, it is more difficult. [It is]
much better if there is previous contact
with the information provider." (UOCG4,
Male, Age 41, Health Sciences)

54. The future…
“Una persona sàvia. M’agraden els llibres i la
tecnologia, però les persones són millors.”
“A wise person. I like books and technology, but
people are better.”
(UOCU1, Female, 19-25, Professions and Appllied Sciences)
The magic future would be…

55. V&R MATERIALS

56. #vandr

57. #vandr
http://oc.lc/vrmap

58. #vandr
Play

63. It’s time for a change
“Librarians have
an opportunity to
become part of
users’ social
networks and to
put resources in
the context of
users’ information
needs.”
(Connaway 2015, 23)

64. Embedded librarianship
…be where our users need us
“Our experience with a proactive chat model…
showed us that there is indeed a ready-made
market for our services right on our own library
pages...”
(Zhang and Mayer 2014, 205)

65. Social Media Presence

66. Special Events & Activities

67. Special Events & Activities

68. “Library is a growing organism.”
(Ranganathan 1931)
Use what you know
Learn what you don’t know
Engage in new ways

69. References
Barthel, Michael. 2016. “Around Half of Newspaper Readers Rely Only on Print Edition.” Pew Research
Center, January 6, www.pewresearch.org/fact-tank/2016/01/06/around-half-of-newspaper-readers-rely-
only-on-print-edition.
Becker, Samantha, Michael D. Crandall, Karen E. Fisher, Rebecca Blakewood, Bo Kinney, and Cadi
Russell-Sauvé. 2011. Opportunity for All: How Library Policies and Practices Impact Public Internet
Access. IMLS-2011-RES-01. Institute of Museum and Library Services. Washington, DC.
https://www.imls.gov/assets/1/AssetManager/OppForAll2.pdf.
Connaway, Lynn Silipigni, and Ronald R. Powell. 2010. Basic Research Methods for Librarians, 5th ed.
Santa Barbara, CA: ABC-CLIO, LLC., 113.
Connaway, Lynn S., David White, and Donna Lanclos. 2011. “Visitors and Residents: What Motivates
Engagement with the Digital Information Environment?” Proceedings of the 74th ASIS&T Annual Meeting
48: 1-7.
Connaway, Lynn Silipigni. 2013. “Meeting the Expectations of the Community: The Engagement-centered
Library.” Library 2020: Today’s Leading Visionaries Describe Tomorrow’s Library, edited by J. Janes, 83–
88. Lanham, MD: Scarecrow Press.

70. References
Connaway, Lynn Silipigni, Donna Lanclos, and Erin M. Hood. 2013. “‘I find Google a lot easier than going
to the library website.’ Imagine Ways to Innovate and Inspire Students to Use the Academic Library.”
Proceedings of the Association of College & Research Libraries (ACRL) 2013 conference, April 10-13,
2013, Indianapolis, IN.
http://www.ala.org/acrl/sites/ala.org.acrl/files/content/conferences/confsandpreconfs/2013/papers/Conna
way_Google.pdf.
Connaway, Lynn Silipigni, comp. 2015. The Library in the Life of the User: Engaging with People Where
They Live and Learn. Dublin, OH: OCLC Research.
http://www.oclc.org/content/dam/research/publications/2015/oclcresearch-library-in-life-of-user.pdf.
Connaway, Lynn Silipigni, and Ixchel M. Faniel. 2015. “Reordering Ranganathan: Shifting user
behaviours, shifting priorities.” SRELS Journal of Information Management 52, no. 1: 3–23. http://i-
scholar.in/index.php/sjim/article/view/60392/51360.
DeSantis, Nick. 2012. “On Facebook, Librarian Brings 2 Students From the Early 1900s to Life.” The
Chronicle of Higher Education, January 6. http://chronicle.com/blogs/wiredcampus/on-facebook-librarian-
brings-two-students-from-the-early-1900s-to-life/34845.

71. References
Gottfried, Jeffrey, and Elisa Shearer. 2016. “News Use Across Social Media Platforms 2016.” Pew
Research Center, May 26. http://www.journalism.org/2016/05/26/news-use-across-social-media-
platforms-2016/.
Kraft, Amanda, and Aleck F. Williams, Jr. 2016. “#Shelfies are Encouraged: Simple, Engaging Library
Instruction with Hashtags.” College & Research Libraries News 77, no. 1 (2016): 10-13.
MacKay, R. F. (2013). “Playing to Learn: Panelists at Stanford Discussion Say Using Games as an
Educational Tool Provides Opportunities for Deeper Learning.” Stanford News, March 1,
http://news.stanford.edu/2013/03/01/games-education-tool-030113/.
Nicks, Denver. 2016. “Snapchat Overtakes Twitter in Daily Users.” Time, June 2.
http://time.com/4355554/snapchat-twitter-daily-users/.
Ranganathan, S. R. 1931. The Five Laws of Library Science. London: Edward Goldston, Ltd.
White, David, Lynn Silipigni Connaway, Donna Lanclos, Erin M. Hood, and Carrie Vass. 2014.
Evaluating Digital Services: A Visitors and Residents Approach. https://www.jisc.ac.uk/guides/evaluating-
digital-services.
Zhang, Jie, and Nevin Mayer. 2014. “Proactive Chat Reference: Getting in the Users’ Space.” College &
Research Libraries News 75, no. 4: 202-205.

72. Image Attributions
Slide 2: Image: https://www.flickr.com/photos/esthervargasc/9775119174/ by Esther Vargas / CC BY-SA 2.0
Slide 3: Image: https://www.flickr.com/photos/121483302@N02/15489784790/ by Global Panorama / CC BY-SA 2.0
Slide 4: Image: https://www.flickr.com/photos/jiscinfonet/291382983/ by Jisc infoNet / CC BY-NC-ND 2.0
Slide 6: Image: https://www.flickr.com/photos/ameteorshower/7003279005/ by A METEOR SHOWER / CC BY-NC-
ND 2.0
Slide 8: Image: https://www.flickr.com/photos/29233640@N07/9363159824/ by Robert Couse-Baker / CC BY 2.0
Slide 9: Image: http://www.flickr.com/photos/15216811@N06/8521338394 by N i c o l a / CC BY 2.0
Slide 13: Image: https://www.flickr.com/photos/elena_87/2567662128/ by Elena / CC BY-NC-ND 2.0
Slide 15: Image: https://www.flickr.com/photos/69502532@N00/2947286593/ by Jops / CC BY-NC 2.0
Slide 16: Image: https://www.flickr.com/photos/claudioaccheri/14633718341/ by Claudio Accheri / CC BY-NC 2.0
Slide 17: Image: http://www.flickr.com/photos/95792332@N00/3226023555 by Jacob Davies / CC BY-SA 2.0
Slide 18: Image: https://www.flickr.com/photos/eberg/5930730983/ by Evelyn Berg / CC BY-NC-ND 2.0
Slide 20: Image: https://www.flickr.com/photos/nnova/15143063700/ by Nicolas Nova / CC BY-NC 2.0

73. Image Attributions
Slide 21: Image: https://www.flickr.com/photos/draconianrain/3982985600/ by Meghana Kulkarni / CC BY-NC 2.0
Slide 22: Image: https://www.flickr.com/photos/bonitoclub/9910937863/ by Tony & Wayne / CC BY-NC 2.0
Slide 23: Image: https://www.flickr.com/photos/kgregory/4675828550/ by Katie Mollon / CC BY-NC-ND 2.0
Slide 25: Image: https://www.flickr.com/photos/124705972@N06/14597368868/ by Steve Larkin / CC BY-NC 2.0
Slide 26: Image: https://www.flickr.com/photos/caseyann/1250856017/ by Casey Smith / CC BY-NC-ND 2.0
Slide 27: Image: https://www.flickr.com/photos/deathtogutenberg/798918705/ by Austin Kleon / CC BY-NC-ND 2.0
Slide 28: Image: https://www.flickr.com/photos/mayopants/4021073588/ by stateofplace / CC BY-NC 2.0
Slide 29: Image: https://www.flickr.com/photos/kgregory/4675828550/ by Katie Mollon / CC BY-NC-ND 2.0
Slide 31: Image: http://www.flickr.com/photos/79743208@N05/10229498105 by Matthew Matheson / CC BY-NC-ND
2.0
Slide 32: Image: https://www.flickr.com/photos/jakerust/16226034713/ by GotCredit / CC BY 2.0
Slide 33: Image: https://www.flickr.com/photos/bern4dette/15817093566/ by Bernadette van Hellenberg Hubar / CC
BY-NC 2.0
Slide 34: Image: https://www.flickr.com/photos/peter-trimming/9566245040/ by Peter Trimming / CC BY 2.0
Slide 35: Image: https://www.flickr.com/photos/kgregory/4675828550/ by Katie Mollon / CC BY-NC-ND 2.0

74. Image Attributions
Slide 37: Image: http://www.flickr.com/photos/82055798@N02/12732032405 by Desiree Catani / CC BY-NC-SA 2.0
Slide 38: Image: https://www.flickr.com/photos/kgregory/4675828550/ by Katie Mollon / CC BY-NC-ND 2.0
Slide 40: Image: https://www.flickr.com/photos/wrachmanto/7566846468/ by Widhi Rachmanto / CC BY 2.0
Slide 41: Image: https://www.flickr.com/photos/kgregory/4675828550/ by Katie Mollon / CC BY-NC-ND 2.0
Slide 43: Image: https://www.flickr.com/photos/jasonahowie/8583949219 by Jason Howie / CC BY 2.0
Slide 44: Image: https://www.flickr.com/photos/trillian421979/4137831796/ by Jessie / CC BY-NC-ND 2.0
Slide 45: Image: https://www.flickr.com/photos/uniinnsbruck/3723226694 by uniinnsbruck / CC BY-NC 2.0
Slide 46: Image: https://www.flickr.com/photos/stewart/99129170/ by Stewart Butterfield / CC BY 2.0
Slide 47: Image: https://goo.gl/images/Nu6ikt (https://www.flickr.com/photos/18378305@N00/6479946023/) by Can
Pac Swire / CC BY-NC 2.0
Slide 48: Image: https://www.flickr.com/photos/kgregory/4675828550/ by Katie Mollon / CC BY-NC-ND 2.0
Slide 50: Image: https://www.flickr.com/photos/catr/2443947064/ by Claudio Toledo / CC BY 2.0
Slide 51: Image: https://www.flickr.com/photos/theexhibitionist/5739449829/ by aniruddh dube / CC BY-NC-ND 2.0
Slide 52: Image: https://www.flickr.com/photos/eldh/5858249526/ by Andreas Eldh / CC BY 2.0

75. Image Attributions
Slide 53: Image: https://www.flickr.com/photos/freedomiiphotography/5181103215/ Freedom II Andres / CC BY 2.0
Slide 54: Image: https://www.flickr.com/photos/kgregory/4675828550/ by Katie Mollon / CC BY-NC-ND 2.0
Slide 56: Image: Wikipedia contributors. "Digital Visitor and Resident." Wikipedia, The Free Encyclopedia.
https://en.wikipedia.org/wiki/Digital_Visitor_and_Resident.
Slide 63: Image: https://www.flickr.com/photos/68532869@N08/17470913285/ by Japanexperterna.se / CC BY-SA
2.0
Slide 64: Image: https://www.flickr.com/photos/dutchsimba/14826733771/ by Dutch Simba / CC BY-NC-ND 2.0
Slide 65a: Image: “Joe McDonald’s Facebook Page.” Facebook.com. https://www.facebook.com/Joe-McDonald-
274017182657487/.
Slide 65b: Image: “Leola McDonad’s Facebook Page.” Facebook.com. https://www.facebook.com/Leola-
McDonald-128487107270652/.
Slide 66: Images: Twitter
Slide 67a: Image: Lawrence University. “Library Events.” https://www.lawrence.edu/library/about/events.
Slide 67b: Image: University of Minnesota. “Managing Stress on the Road to Finals Week.” https://twin-
cities.umn.edu/managing-stress-road-finals-week.
Slide 68: Image: http://www.flickr.com/photos/96043955@N05/15190222775 by Ryan Hickox / CC BY-SA 2.0
Slide 77: Image: https://www.flickr.com/photos/scatteredashes/5844154762/ by Scipio / CC BY-NC 2.0

76. Thank You!
Lynn Silipigni Connaway, PhD
Senior Research Scientist and
Director of User Research
connawal@oclc.org
@LynnConnaway

77. Questions &
Discussions