Somewhere Out There: Library Services for Distance Education Students Gina Matesic University of Guelph-Humber Ontario Library Association Jan. 31, 2004.

Somewhere Out There:Library Services for Distance

Education Students

Gina MatesicUniversity of Guelph-Humber

Ontario Library AssociationJan. 31, 2004

Many names, Many duties

Distance Learning Support, Off-Campus, Outreach, Extension Services, etc.

New language, orientation Position = diversity of duties & users Issues: - service delivery

- operations- communication

Opportunities & Challenges

Liaise with multiple service areas

Stretch skills in new areas

Represent at high level

Geographic (remoteness, time zones)

Technological Operations

(budget, staff)

Resources/Support

CLA Distance Library Services ACRL Distance Services Off-Campus Library Services Conference(biennial) with proceedings 3rd Cdn Off-Campus Lib. Services survey Library Services for Dist. Learning (Cdn) Library Support for Distance Learning (US)

Service Delivery

User definitions based on:

geographyenrolmentpartnershipshistory

Other library service areas

Document delivery ILL Circulation Reserves

Coordination across libraries

Operations

Model Human Resources Physical Resources Processes

Operational Model

Decentralized ALL your students Use existing staff

and efficient processes

Minimal staffing & less overhead costs

Centralized Separate budget =

see $$$ directly Costs = no

minimize impact Designated staff =

familiarity/advocacy

Staffing

lo n g-te rm s ta b ility &co rpo ra te

kn o w le d ge

e s tab lish edro u tine

1 .5 F TE

Physical Resources

Present: Office/storage Mailing/courier Phone (1-800) Fax Circulation computer Access to

Photocopier Access to Printer

Future: Virtual reference Web applications

with technical support

Printer New fax machine

Processes

External Liaison meetings Info-gathering Public Service

representation

Internal Request

transactions Statistics Resource

development

Statistics – from 1986-2002

Paper - based

Requests Files Inter – library

requests

Electronic (virtual) orientation

Destroy personal documentation Purge files Remove outdated resources New physical resources:

- fax- computer- printer

Online request form

Request – tracking database

Request List

Individual Request - top

Individual Request - bottom

Request tracking database

For user: Web-based User –

centred/autonomy

For staff: Multiple access Service tracking Report generation

on multiple variables

Information Literacy

User demographics User experience/history with service Changing expectations Continuum of approaches

Question

Full Question

Suggested Items

Independent

Book list Citations

Information Literacy Continuum

IL Strategy

Questions Full question Suggested items Book list Citation list Independent user

Discussion with student

Keywords, item type OPAC screens &

course article list More resources

(government docs, internet)

Never see

Planning & Assessment

UM Libraries 1996 report CLA / ACRL guidelines Current state of service Future plans

Communication

Constant Essential Numerous stakeholders Many strategies

Marketing & Outreach

FREE daily resources to users:- phone message- personal discussions- website (library and DE dept.)- e-newsletter- auto-response to email- fax cover sheet (newsletter) orcheckout slip

Marketing & Outreach, cont’d

DE & other dept. print materials

Bookmarks Magnets Item slips Brochures Surveys

OCLS Website

List all services:

Brochure example

Found on internet Templates also available at

office.microsoft.com

Survey example

Borrowed from another needs assessment

Short, clear and incentive included

Conclusion

Dynamic librarianship Every day is different! Issues touch all areas Attention