© 2012 JOANNE PERCY 1 The challenge of delivering on user expectation in a one-click world Joanne Percy Eastern Washington University Krista Higham Millersville University Joanne Percy Eastern Washington University Krista Higham Millersville University

User expectations are a challenge © 2012 JOANNE PERCY 2

We live in a one-click world © 2012 JOANNE PERCY 3  Users accustomed to Amazon and iTunes want one-click access.  Yet ordering an eBook in a library is almost always a complicated process.

Waiting in line for an eBook? © 2012 JOANNE PERCY 4 Waiting in line for an eBook seems as antiquated as the card catalog

eBook Pricing © 2012 JOANNE PERCY 5

$2 BILLION FOR $1 BILLION OF BOOKS: © 2012 JOANNE PERCY 6

The digital revolution has faltered © 2012 JOANNE PERCY 7  The idea of increased accessibility promised by digital materials has been compromised.  Significant technical and licensing issues are proving near insurmountable.  Interlibrary Loan Departments are facing higher cancellation rates – often due to licensing problems.

Libraries and publishers are at war © 2012 JOANNE PERCY 8 Interlibrary Loan is still mostly print-based – eBook lending is possible but publishers are resisting The result is a crisis of accessibility

Lending eBooks © 2012 JOANNE PERCY 9 Does your library/organization loan e- books via Interlibrary loan? No 92.40% Yes 6.10% Unsure1.50%

10 © 2012 JOANNE PERCY No, The person who does our negotiating is good about telling us after the fact, however. Our acquisitions person is very territorial and disorganized, does not appreciate being asked about the licensing parameters, or anything else, ever. From the technical standpoint, I'm not sure how it would be possible to lend an e-book. To me, it would only be acceptable if the end-user had the same access as the patrons at the lending institution.

Negotiating contracts © 2012 JOANNE PERCY 11 Is your ILL department involved in e-book licensing negotiations? [For example: directly involved with the vendors or indirectly with your acquisitions and collection development dept.) No 77.80% Yes 14.30% Unsure 7.90%

Too often the Interlibrary loan department isn’t part of the discussion…  Acquisitions and Collection Development MUST include an ILL representative © 2012 JOANNE PERCY 12

The Way Forward © 2012 JOANNE PERCY 13  Take a Stand  Form wider consortiums  Embrace multiple platforms  Join together, both regionally and nationally  Be visible, be heard

In April of this year, Harvard wrote to its faculty members: “Major Periodical Subscriptions Cannot Be Sustained…Many large journal publishers have made the scholarly communication environment fiscally unsustainable and academically restrictive. This situation is exacerbated by efforts of certain publishers to acquire, bundle, and increase the pricing on journals…” Take a Stand © 2012 JOANNE PERCY 14

Blaze the Trail © 2012 JOANNE PERCY 15 Douglas County Libraries, in Colorado, is trying something new: buying eBooks directly from publishers and hosting them on its own platform. Douglas County Libraries’ model for purchasing eBooks directly from publishers is gaining interest from more and larger publishers, with five more joining...DCL’s revolutionary distribution model is attracting not just publishers, but libraries across the nation.

Form wider consortiums © 2012 JOANNE PERCY 16

Embrace one-click access across multiple platforms © 2012 JOANNE PERCY 17 One- Click Kindle Nook Open source?

A bright line between academic and public institutions © 2012 JOANNE PERCY 18 Maintain a bright line between academic institutions, which have more freedom to charge users… …and public institutions, which are fundamentally rooted in providing free access.

Fifty Shades of [insert joke here] © 2012 JOANNE PERCY 19 Look at things from a publisher’s POV

Look to the music and movie industry © 2012 JOANNE PERCY  piracy is a service problem 20

End the Library-Publisher war – give them a profit motive © 2012 JOANNE PERCY 21  Users expect an iTunes experience  They are also prepared to pay for it

Pilot Project using Nooks and Kindles in ILL © 2012 JOANNE PERCY 22 Stage One: Purchase 10 Nooks & 10 Kindles (& peripherals) for EWU ILL Patrons Train staff, Promote program, Hold eReader ‘clinics’ Purchase eBooks when cost of ILL would be same or more expensive (includes shipping, IFM fee and staff time) Check out Nook or Kindle to patron - STL Lending device to device would reduce loss, damage and overdue fees but not possible yet

Pilot Project continued… © 2012 JOANNE PERCY 23 Stage Two: Assess the value and success of the program Add more eReaders and widen service to Circulation Desk Allow patron-driven acquisition and instant checkout Stage Three: Widen service to library to library lending? Open Source software/Open Access policies

© 2012 JOANNE PERCY 24 When to purchase ILL requests instead of borrow? If requested, often predicts future use. Interlibrary Loan eBook Pilot Project

Thank You! © 2012 JOANNE PERCY 25