Our mission...

Get the information to the people who need it.

The Library is not the Only Game in Town

We provide access to information

Our role used to be simple--we provided access to information. Libraries were the repositories of dependable information, the sole source of valuable information.

Libraries have competition

The digital revolution has changed the way we access information.

Well, at least we still have the books...

For some time it was thought that libraries would be able to ride out the digital storm because we have books, and no one wants to read a book on a computer, right?

Well, yes and no.

Users are not necessarily reading entire books online; they read the portions that they need at the time that they need them.

How can libraries remain relevant?

• We need to re-examine the services we provide and how we provide them.
• Then we need to take it a step further and identify new services to provide.
• We need to check our assumptions about patron needs.
  

"Real" versus "Virtual"

When I think of "real" services, I think of interpersonal interactions, such as:

• Face-to-face encounters
• in the stacks
  
• at a service desk
• in a classroom
  

When I think of "virtual" services, I think of interactions mediated by technology, such as:

• Instant messaging
  
• Text messaging
• Podcasting

A False Distinction

Ultimately, any service that we provide is a "real" service.

Let's do some word association...

Some other words and phrases I think of when I think about "real" services:

• traditional
• legacy
• what we know how to do well already
• what we're comfortable with doing

And "virtual" services:

• new
• increased workload
• may require more FTE
• learning curve
• creates anxiety
• amorphous

Why does it matter?

What do users want?

In 2006, Arizona State University hosted a student focus group discussion to investigate how students use the library. The students came from several different disciplines and were in different stages of their academic careers.

In a nutshell

The students who participated in the focus group reported that they:

• regularly communicate via text messaging and instant messaging
• use wireless technology
• prefer laptops to desktops
• listen to podcasts
• read blogs
• use social networking sites daily

Wishlist

• put the microfilm collection online
• comfy chairs
• ability to have materials sent to you
  
• audio coursebooks downloadable to ipods
• blogs to introduce new services and new resources
• entire video collection in downloadable format
• good selection of popular works
• librarians who circulate and ask patrons if they need help

This is all good data, but...

We can extrapolate a bit, but this data is a couple years out of date, and it does not necessarily reflect the needs of the UCSC student population.

The Physical Library

courtesy of Don Fulano

If we build it...

If we want to attract customers...I mean, patrons...we have to make the library appealing.

Do a user needs assessment of one

What do you like in a library? If you were/are a student now, what would you like to see in a library?

In my user needs assessment of one (myself), I discovered that I would like:

• a space that encourages discussion but also uses architecture to keep the noise level down--I like the background noise
• a relaxed food and drink policy, and a place to get food and coffee at all hours
• artwork on the walls (to provide some distraction when my mind needs a break)
• interesting exhibits
• plenty of computers with all the software I could possibly need
• wireless connections
  
• plenty of outlets so I can plug in my computer wherever I sit
  
• comfortable tables and chairs that I can move as necessary, because sometimes I will want to study alone, and sometimes I may want to work collaboratively
• as a library staff person, I want to know that some long-term strategic thinking has gone into the infrastructure; is there a plan for future flexibility?
  

The Virtual Library

Our virtual space should be as inviting and accessible as our physical space.

First Impressions

For some users, the library's website is the first, and perhaps only, point of entry to the library. Web pages need to be easily navigated, intuitive, and slick.


Based on the feedback provided by the Arizona State University focus group and my user needs analysis of one, valuable online services might include:

• a customizable interface
  
  
• RSS feeds
  
  
• point-of-need options for accessing materials
  
  
• links in the catalog that take me to digitized content
  
  
• links in the catalog that take me to digitized archival material
  
  
• user reviews
  
  
• tagging
  

Much like peanut butter and chocolate, the two work well together...

To allow our patrons to get the most use out of our physical and virtual spaces, we should find ways to meld the two. There are several ways to integrate technology into our infrastructure that would make sense to patrons and make their experience more pleasant and more fruitful.

• interactive maps
  
  
• virtual signage
  
  
• tours
  

• text messaging

Role of Access Services

What can Access Services do to make life easier for our patrons?

• Simple and straightforward policies
  
  
• Expand our policies as much as possible
  
  
• Normalize fines
  
  
• Get rid of the jargon
  
  
• Make it easy to receive and return items
  
  
• Rethinking Resource Sharing Initiative
  
  
• Take a look at how public libraries do it
  
  
• Self-service options
  
  
• environment of trust
  
  
• monitor space needs in the collection