1. Somewhere Out There: Library Services for Distance Education Students Gina Matesic University of Guelph-Humber Ontario Library Association Jan. 31, 2004

2. 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

3. Opportunities & Challenges Liaise with multiple service areas Stretch skills in new areas Represent at high level Geographic (remoteness, time zones) Technological Operations (budget, staff)

4. 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)

5. Service Delivery User definitions based on: geography enrolment partnerships history

7. Other library service areas Document delivery ILL Circulation Reserves Coordination across libraries

8. Operations Model Human Resources Physical Resources Processes

9. 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

10. Staffing

11. 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

12. Processes External Liaison meetings Info-gathering Public Service representation Internal Request transactions Statistics Resource development

13. Statistics – from 1986-2002

14. Paper - based Requests Files Inter – library requests

15. Electronic (virtual) orientation Destroy personal documentation Purge files Remove outdated resources New physical resources: - fax - computer - printer

16. Online request form

17. Request – tracking database

18. Request List

19. Individual Request - top

20. Individual Request - bottom

21. Request tracking database For user: Web-based User – centred/autonomy For staff: Multiple access Service tracking Report generation on multiple variables

22. Information Literacy User demographics User experience/history with service Changing expectations Continuum of approaches

23. Question Full Question Suggested Items Independent Book listCitations Information Literacy Continuum

24. 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

25. Planning & Assessment UM Libraries 1996 report CLA / ACRL guidelines Current state of service Future plans

26. Communication Constant Essential Numerous stakeholders Many strategies

27. Marketing & Outreach FREE daily resources to users: - phone message - personal discussions - website (library and DE dept.) - e-newsletter - auto-response to email - fax cover sheet (newsletter) or checkout slip

28. Marketing & Outreach, cont’d DE & other dept. print materials Bookmarks Magnets Item slips Brochures Surveys

29. OCLS Website

30. List all services:

31. Brochure example Found on internet Templates also available at office.microsoft.com

32. Survey example Borrowed from another needs assessment Short, clear and incentive included

33. Conclusion Dynamic librarianship Every day is different! Issues touch all areas Attention