Somewhere Out There: Library Services for Distance Education Students Gina Matesic University of Guelph-Humber Ontario Library Association Jan. 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 3 rd Cdn Off-Campus Lib. Services survey Library Services for Dist. Learning (Cdn) Library Support for Distance Learning (US)

Service Delivery User definitions based on: geography enrolment partnerships history

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

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

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Electronic (virtual) orientation Destroy personal documentation Purge files Remove outdated resources New physical resources: - fax - computer - printer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 listCitations 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 - fax cover sheet (newsletter) or checkout 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