1. OCLC Online Computer Library Center Exceeding User Expectations of Libraries January 20, 2007 Doug Loynes Director, Content Initiatives OCLC, Online Computer Library Center loynesd@oclc.org

2. OCLC Online Computer Library Center 2 Outline  User expectations  OCLC’s mission and approach  Things we’re doing today  What’s coming up

3. OCLC Online Computer Library Center 3 User expectations www.oclc.org/reports/2005perceptions.htm  Collections  Services  Experience

4. OCLC Online Computer Library Center 4 Collections – themes  Books, books, books  Lots of copies  New titles  Broad selection

5. OCLC Online Computer Library Center 5 Services – themes  Self-service  Professional assistance  Marketing

6. OCLC Online Computer Library Center 6 Collections – quotes “My library needs to expand its horizons and add more books that appeal to more people.” “Replace outdated scientific and technical books.” “People go to the library for... intellectual resources.” “When there is a new book out, try to get it fast and get plenty of copies [or else I’ll] forget about it and lose interest.”

7. OCLC Online Computer Library Center 7 Services – quotes “Make it easier to find the information by yourself.” “Automatic check-out.” “Assistance should be more readily available.” “There is always someone there to help when it’s needed.”

8. OCLC Online Computer Library Center 8 Services – quotes “Let people know what you can provide.” “Advertise on the T.V. or have ads on the Internet. I think some people are a bit busy and forget about libraries. So if you remind people by doing this, then you will get more people in.”

9. OCLC Online Computer Library Center 9 Experience – themes  Modernize  Inviting atmosphere  Support end user lifestyles

10. OCLC Online Computer Library Center 10 Experience – quotes “Be more hip.” “Better lighting.” “Replace the furniture.” “Provide a more homey atmosphere.” “[Stay modern] without losing [your] charm.” “Realize people’s time is as valuable as yours.”

11. OCLC Online Computer Library Center 11 Experience – quotes “Hire more cheerful workers (honestly, it seems as if they’re just waiting for five o’clock to roll around so they can go home and kill themselves).” “Keep smiling.”

12. OCLC Online Computer Library Center 12 OCLC exists to further access to the world's information and reduce library costs by offering services for libraries and their users.

13. OCLC Online Computer Library Center 13  Make it sticky  Library “capacity”  Partner, partner, partner How

14. OCLC Online Computer Library Center 14 Make it sticky  Self-service  Easy navigation  Search globally, act locally

15. OCLC Online Computer Library Center 15 Library capacity  Collections  Services  Community, Place, Expertise

16. OCLC Online Computer Library Center 16 Partner  Syndication programs  Self-service partners  Network interfaces

17. OCLC Online Computer Library Center 17 New partnerships

18. Via Google Book Search

21. Via Live Academic Search

24. OCLC Online Computer Library Center 24 WorldCat search traffic

25. WorldCat.org

29. OCLC Online Computer Library Center 29 WorldCat.org – traffic JulAugSepOctNovDec 10 2 Referrals In millions Month over month 6

30. OCLC Online Computer Library Center 30 Clicks to library services

31. OCLC Online Computer Library Center 31 WorldCat.org – traffic Total referrals Click throughs to libraries Monthly Volume 10M 550K % increase YTD 76% 183% (FY07 vs. FY06)

32. WorldCat.org – Linking to libraries Before

33. WorldCat.org – Linking to libraries Now

34. OCLC Online Computer Library Center 34 WorldCat.org Firefox Google Yahoo!

35. OCLC Online Computer Library Center 35 Subject: Napoleonic Wars Author: Stephen King Title: The Old Man and the Sea

36. OCLC Online Computer Library Center 36 What we’re doing today – WorldCat.org demo  Browsing titles  FRBR  Relevancy ranking  Multilingual interfaces  Requesting materials

37. OCLC Online Computer Library Center 37 What’s coming up: community  Personal customization  Citation and bibliography management  Ratings, reviews, recommendations  Tagging and personal cataloging

39. OCLC Online Computer Library Center 39 Collections – quotes “Until this survey, I didn’t realize that a library might have music, movies and audiobooks to borrow.”

40. OCLC Online Computer Library Center 40 WorldCat.org – Beyond the book FirstSearch Base Package content indexed in WorldCat.org ArticleFirst, ERIC, GPO, Medline Resolution to full text from WorldCat.org Links to full text for free materials Full text on OCLC (ECO, WilsonSelect) as authenticated Full text hosted outside OCLC, via local resolver

42. OCLC Online Computer Library Center 42 Other  Institution search  Expertise search

43. OCLC Online Computer Library Center 43 Summing up – users  Equate libraries with books  Value library services – that they know about  Start elsewhere online for information  Expect friendly customer service

44. OCLC Online Computer Library Center 44 Summing up – WorldCat.org  Reaching users where they are online  Representing libraries, their collections & services  Engaging end user services  Build the library brand