25 th Annual IATUL Conference – June 1, 2004 Adapting to changing user expectations Jean Poland Cornell University Library

25 th Annual IATUL Conference – June 1, 2004 Rate of technological change increases Funding decreases Demand on staff increases Frustration increases

25 th Annual IATUL Conference – June 1, 2004 Observations Fewer users in library Fewer reference questions Fewer circulations Greater dependence on

25 th Annual IATUL Conference – June 1,

25 th Annual IATUL Conference – June 1, 2004

Questions How often do you use resources on library premises? How often do you access library resources through a library Web Page? How often do you use Yahoo, Google, or on-library gateways for information

25 th Annual IATUL Conference – June 1, 2004

User expectations Self service Speed Seamlessness Space

25 th Annual IATUL Conference – June 1, 2004 Google is disintermediating the library OCLC Environmental Scan

25 th Annual IATUL Conference – June 1, 2004 An hour in the library saves a month in the laboratory Now the library is in the laboratory

25 th Annual IATUL Conference – June 1, 2004 Alexander Graham Bell A library that is not accessible out of business hours is of as little value as gold horded in a vault and withdrawn from circulation (letter to Mabel Hubbard Bell 17 November 1896)

25 th Annual IATUL Conference – June 1, 2004 Field Librarians Go to users – leave the desk Develop user confidence Discuss information issues Create opportunities to interact

25 th Annual IATUL Conference – June 1, 2004 Activities Attend department seminars Greet new faculty Visit researchers in their offices Meet with researchers in labs Arrange space in busy areas Provide current awareness

25 th Annual IATUL Conference – June 1, 2004 Library space is changing Laptop circulation High end computing equipment Group study areas Presentation preparation rooms Sophisticated computer access AND QUIET SPACES FOR CONTEMPLATION AND REST

25 th Annual IATUL Conference – June 1, 2004 Library space is changing Less space for print materials Less space for service points Less differentiation of services One stop shopping at unified service point

25 th Annual IATUL Conference – June 1, 2004 Models of Academic Service OFFSITE – AWAY FROM LIBRARIES Storage Services Staff

25 th Annual IATUL Conference – June 1, 2004

Staff roles are changing Retrain circulation staff to answer basic reference questions Cross-train staff to provide basic computer support Empower all staff to make decisions efficiently Collaborate with other libraries to provide services

25 th Annual IATUL Conference – June 1, 2004 Librarians are partners in the teaching and research activities of our colleges and universities. Librarians must take risks to maintain that partnership.

25 th Annual IATUL Conference – June 1, 2004

Jean Poland