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25 th Annual IATUL Conference – June 1, 2004 Adapting to changing user expectations Jean Poland Cornell University Library
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25 th Annual IATUL Conference – June 1, 2004 Rate of technological change increases Funding decreases Demand on staff increases Frustration increases
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25 th Annual IATUL Conference – June 1, 2004 Observations Fewer users in library Fewer reference questions Fewer circulations Greater dependence on email
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25 th Annual IATUL Conference – June 1, 2004 www.libqual.org
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25 th Annual IATUL Conference – June 1, 2004
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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
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25 th Annual IATUL Conference – June 1, 2004
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User expectations Self service Speed Seamlessness Space
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25 th Annual IATUL Conference – June 1, 2004 Google is disintermediating the library OCLC Environmental Scan
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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
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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Graham Bell A library that is not accessible out of business hours is of as little value as gold horded in a vault and withdrawn from circulation (letter to Mabel Hubbard Bell 17 November 1896)
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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
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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
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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
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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
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25 th Annual IATUL Conference – June 1, 2004 Models of Academic Service OFFSITE – AWAY FROM LIBRARIES Storage Services Staff
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25 th Annual IATUL Conference – June 1, 2004
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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
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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.
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25 th Annual IATUL Conference – June 1, 2004
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www.library.cornell.edu Jean Poland jp126@cornell.edu
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