1 Bertelsmann Foundation New ways of transferring knowledge to the library community New Ways Of Transferring Knowledge To The Library Scene Internet Librarian International 2002 Christian Hasiewicz

2 Bertelsmann Foundation New ways of transferring knowledge to the library community Contents of the Presentation Why and what do libraries have to learn? The Bertelsmann Foundation: a knowledge catalyst The international network of public libraries: a knowledge generator Transfer of knowledge through E-Learning: the „bibweb“ project

3 Bertelsmann Foundation New ways of transferring knowledge to the library community Constant change - why / what do libraries have to learn? Mission from preservers of the collective memory to user-oriented distribution of information Role from planning and managing physical collections to sifting, evaluating and navigating knowledge Competencies from unspecific competencies („everything for everybody“) to management of information Service from physical media to a combination of physical and virtual knowledge, complemented by licenses and access authorizations

4 Bertelsmann Foundation New ways of transferring knowledge to the library community Bertelsmann Foundation The Bertelsmann Foundation: a Knowledge Catalyst Operative Foundation Identification of international „best practices“ Transfer of knowledge and implementation by means of model projects

5 Bertelsmann Foundation New ways of transferring knowledge to the library community International Network of P.L. Bereich Öffentliche Bibliotheken International Network of Public Libraries Targets Model solutions for modern library management Testing concepts in practice Methods Exchange of experience among experts Collection of international know-how International research of „best-practices“ Publication of results Partner 15 library directors of 10 countries Time period

6 Bertelsmann Foundation New ways of transferring knowledge to the library community International Network of P.L. Members Australia Canada Denmark Finland France Germany Netherlands New Zealand Singapore Sweden United Kingdom USA

7 Bertelsmann Foundation New ways of transferring knowledge to the library community International Network of P.L. Dissemination of results Results Conferences in respective countries English Publication (Internet) German Publication (Internet) Professional Journals Spanish Publication (Fundación B.) E-Learning

8 Bertelsmann Foundation New ways of transferring knowledge to the library community Method Online learning platform with further training options and additional services Educational reproduction of existing content from the project work of the Bertelsmann Foundation and the work of ekz.bibliotheksservice GmbH Complement by new contents to be developed Networking: building a community bibweb study forum Transfer of knowledge through E -Learning: the „bibweb“ project

9 Bertelsmann Foundation New ways of transferring knowledge to the library community bibweb study forum Deficient further training options in libraries New technical and societal challenges for libraries Increasing need for continuous and systematic training Major issues are not addressed, e.g. funding, marketing, planning... Limited access to members of staff 80% of public libraries are located in cities with less than 50,000 inhabitants On average 1.5 full-time employees Low further training budgets Background

10 Bertelsmann Foundation New ways of transferring knowledge to the library community Transfer of know-how through online courses Further training options for employees in libraries have to be supplemented by important subject matters Central contact for education and further training of employees in public libraries Efficient dissemination of expert knowledge (25% of all library employees, 2,500 users) Access to a high-quality product (on average grade 2.0) bibweb study forum Objectives

11 Bertelsmann Foundation New ways of transferring knowledge to the library community bibweb study forum First WBT: „Customer focus in libraries“ Basics of customer focus - introduction „How do I get to know my customers?" – Target group analysis and additional methods „How do we reach out to our customers?" – Communication and customer loyalty „Which objectives can a library set?" – Development of a mission statement „Working together towards a joint goal" – Participation of employees and pressure groups Case study on the subject of customer focus

12 Bertelsmann Foundation New ways of transferring knowledge to the library community bibweb study forum Content & Inspiration Research reports from the International Network: Kay Poustie: Strategic management for better customer services in public libraries Thierry Giappiconi: Adjusting the product – the tools of marketing at the service of public libraries' objectives and the quality of their services George D. Kerr: Gaining and retaining customer loyalty June Garcia, Trevor Knight, Sue Sutherland: Learning from others

13 Bertelsmann Foundation New ways of transferring knowledge to the library community bibweb Internet Training E-learning for librarians: results from the project „bibweb - Internet training“ High acceptance (Rating by users: 2.1) High degree of satisfaction (91% would do an online course again) Number of participants exceeded expections (c. 2,770 p.) Learning success greater than seminar requiring physical attendance (survey diploma thesis)

14 Bertelsmann Foundation New ways of transferring knowledge to the library community Thank you for your attention ! Bereich Öffentliche Bibliotheken