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Bridging the gap: Encouraging engagement with library services & technologies

Nov 20, 2014



Connaway, L. S. (2013). Bridging the gap: Encouraging engagement with library services & technologies. Presented at Collective Insight “Getting Off the Island: Collaborating to Create Boundless Collections,” October 15, 2013, Loyola Marymount University, Los Angeles, California.

  • 1. The worlds libraries. Connected. Getting off the Island: Collaborating to Create Boundless Collections October 15, 2013 Presented by Bridging the Gap Encouraging Engagement with Library Services & Technologies Lynn Silipigni Connaway, Ph. D., Senior Research Scientist, OCLC in partnership with

2. The worlds libraries. Connected. Evolution of User Behavior Previously: Institutionally-provided resources & technology Local infrastructure User built workflow around the library Currently: Attention scarce, resources abundant Free sources of information Outside the institution (Dempsey 2008) (Dempsey 2012) #InsightSeries 3. The worlds libraries. Connected. Outside-In & Inside-Out: Discovery and Discoverability Outside-in Acquired books, journals, databases from external systems Provided discovery systems for local constituency Inside-out Now a producer of a range of resources Digitized images, special collections, learning & research materials, research data, administrative records Promote discoverability of institutional resources (Dempsey 2012) #InsightSeries 4. The worlds libraries. Connected. 84% of users began information search with a search engine How many began their search on a library website? 1%This work is licensed under a Creative Commons Attribution 3.0 Unported License. (Centre for Information Behaviour and the Evaluation of Research 2008) 5. The worlds libraries. Connected. 25% 13% Americans who have visited a library website (past 12 months) Those who used a handheld device to access library website This work is licensed under a Creative Commons Attribution 3.0 Unported License. Looking and reading an entire book takes too long when the specific information can be gained online in a matter of minutes. (US, Age 38) (De Rosa 2005) (Zickuhr, Rainie and Purcell 2013) 6. The worlds libraries. Connected. Current Environment Challenges Budget cuts High retirement rates Hiring freezes Opportunity Best value for most use Understand how, why, & under what circumstances individuals use systems & services Promote value of library #InsightSeries 7. The worlds libraries. Connected. Importance of Assessment Librarians are increasingly called upon to document and articulate the value of academic and research libraries and their contribution to institutional mission and goals. (ACRL Value of Academic Libraries 2010, 6) #InsightSeries 8. The worlds libraries. Connected. Why Assessment? Answers questions: What do users/stakeholders want & need? How can services/programs better meet needs? Is what we do working? Could we do better? What are problem areas? Traditional stats dont tell whole story #InsightSeries 9. The worlds libraries. Connected. Assessment Defined Process of Defining Selecting Designing Collecting Analyzing Interpreting Using information to increase service/program effectiveness Interpreting Analyzing Collecting #InsightSeries 10. The worlds libraries. Connected. User-centered data collection & assessment 11. The worlds libraries. Connected. Surveys #InsightSeries 12. The worlds libraries. Connected. Example: WorldCat Usability Survey Paper or Online (e.g., Survey Monkey) Consider order of questions Be specific Introduce sections Keep it simple Pre-test! (Connaway and Wakeling 2012) 21 focus group interviews with: 61 Librarians 40 Students 10 Booksellers 7 Historians #InsightSeries 13. The worlds libraries. Connected. Individual Interviews #InsightSeries 14. The worlds libraries. Connected. Example: Digital Visitors & Residents Participant Questions 1. Describe the things you enjoy doing with technology and the web each week. 2. Think of the ways you have used technology & the web for your studies. Describe a typical week. 3. Think about the next stage of your education. Tell me what you think this will be like. (White and Connaway 2011) #InsightSeries 15. The worlds libraries. Connected. Example: Digital Visitors & Residents Participant Questions 4. Think of a time when you had a situation where you needed answers or solutions and you did a quick search and made do with it. You knew there were other sources but you decided not to use them. Please include sources such as friends, family, teachers, coaches, etc. 5. Have there been times when you were told to use a library or virtual learning environment (or learning platform), & used other source(s) instead? 6. If you had a magic wand, what would your ideal way of getting information be? How would you go about using the systems and services? When? Where? How? (Connaway and Radford 2005-2007) (Dervin, Connaway and Prabha 2003-2005) #InsightSeries 16. The worlds libraries. Connected. Focus Group Interviews #InsightSeries 17. The worlds libraries. Connected. Example: Focus Group Interviews Uses Resource discovery Determining location of items Academic / professional Strengths Global scope Content > functionality Interface = positive Discrepancy between students and librarians How & why do users employ ? Challenges Search functionality Duplicate records & lack of a work-level Find a copy functioned poorly outside US Dead links Marketing WorldCat (Connaway and Wakeling 2012) #InsightSeries 18. The worlds libraries. Connected. Diaries #InsightSeries 19. The worlds libraries. Connected. Example: Digital Visitors and Residents Diaries 20. The worlds libraries. Connected. Findings #InsightSeries 21. The worlds libraries. Connected. Sources are overwhelmingly digital 22. The worlds libraries. Connected. Visit only a few minutes Shorter sessions Basic search View few pages E-journals (Wong, Stelmaszewska, Bhimani, Barn and Barn 2009) 23. The worlds libraries. Connected. Online resources 99.5% use journals as primary resource Google, Web of Science, PubMed, Science Direct, JSTOR (Research Information Network 2006) 24. The worlds libraries. Connected. Power browsing Scan small chunks of information View first few pages No real reading Squirreling Short basic searches Download content for later use Differ with discipline Information-Seeking Behavior (Research Information Network 2006) (Consortium of University Research Libraries, and Research Information Network 2007) (Connaway and Dickey 2010) #InsightSeries 25. The worlds libraries. Connected. The word librarian only mentioned once in original interviews by Emerging Stage participants as a source of information One participant referred to a lady in the library who helps you find things (USU5, Male, Age 19, Systems Engineering) #InsightSeries 26. The worlds libraries. Connected. Mobile Access 27. The worlds libraries. Connected. Databases Electronic databases not perceived as library sources Frustration locating & accessing full-text copies 28. The worlds libraries. Connected. Social Media Need to be present & available in spaces where users live or dwell (Connaway, Lanclos , and Hood 2013) #InsightSeries 29. The worlds libraries. Connected. I get on Twitter a whole bunch. Its Twitter or Facebook are what I usually use the most to talk to my friends. (USS1, Female, Age 17, High School Student) #InsightSeries 30. The worlds libraries. Connected. Cant live without I think my phone.I just its just the easiest way to keep in contact with people. And also with phones these days its like a mini computer to be honest, Smartphones so yes. (UKS7, Female, Age 17, Secondary School Student) #InsightSeries 31. The worlds libraries. Connected. Course Management Systems vs. the Open Web Open web outnumbers CMS (Connaway, Lanclos, and Hood 2013) I felt that they used limited resources and did not research the topic other than using the internet. I can do an effective Google search myself and come up with the same resources. (UOS-65381, Female, Age Range 56-65) #InsightSeries 32. The worlds libraries. Connected. Its like a taboo I guess with all teachers, they just all say you know, when they explain the paper they always say, Dont use Wikipedia. (USU7, Female, Age 19, Political Science) The Learning Black Market #InsightSeries 33. The worlds libraries. Connected. Reliability Concerned with selecting reliable sources Websites that end in .edu, .ac., or .gov Appearance of site determines reliability Repetition is measure of reliability Evaluation, Authority, and Legitimacy #InsightSeries 34. The worlds libraries. Connected. It depends, it depends whos made the website or what I have been told about the website or whether I know about it at all. But it sounds silly but sometimes you can just tell whether a website looks reliable or not depending on how professional that looks and whos written it. (UKU6, Female, Age 19, History) #InsightSeries 35. The worlds libraries. Connected. Convenience (Connaway, Lanclos, and Hood 2013) Convenience trumps all other reasons for selecting and using a source #InsightSeries 36. The worlds libraries. Connected. Recommendations #InsightSeries 37. The worlds libraries. Connected. Anticipate/ understand the users needs Search filters Customize range of time Search from mobile phone Smart prefix search Smart Searching #InsightSeries 38. The worlds libraries. Connected. Convenient and Familiar Interface Designs #InsightSeries 39. The worlds libraries. Connected. Available 24/7 Digital & face-to-face communities are critical Social media tools can be used to build relationships Engage in interesting discussions & inventive strategies for making collections come to life using social media Embedding & Engaging in the Individuals Networks (Connaway, Lanclos , and Hood 2013) #InsightSeries 40. The worlds libraries. Connected. Social networks formed around social objects Music, photos, videos, links Reviewing Tagging Com