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Presentation by Lynn Silipigni Connaway - June 2009, Glasgow University Library: "The library is a good source if you have several months": making the library more accessibleTRANSCRIPT
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University of GlasgowJune 19, 2009
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“The Library is a good source if you have several months.”
Making the Library More Accessible
Presented by
Lynn Silipigni Connaway, Ph.D.Senior Research Scientist
OCLC Research
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University of GlasgowJune 19, 2009
Libraries Today
•Vying for information seekers’ attention
•Must re-engineer to accommodate users’ workflows and habits
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University of GlasgowJune 19, 2009
•Get into the flow•Disclose into other environments
Then: The user built workflow around the library
Now: The library must build its services around user workflow
Why Not Libraries?
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University of GlasgowJune 19, 2009
•Competition for attention
Then: Resources scarce, attention abundant
Now: Attention scarce, resources abundant
Why Not Libraries?
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University of GlasgowJune 19, 2009
Data Collection
• Focus group interviews
• Semi-structured dialogue
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University of GlasgowJune 19, 2009
Did Not Use the Library
“The library is a good source if you have several months.”
“Hard to find things in library catalog.”
“Tried [physical] library but had to revert to online library resources.” “Yeah, I don't step in the library anymore… better to read a 25-page article from JSTOR than 250-page book.”
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University of GlasgowJune 19, 2009
Did Not Use the Library
“Google is my first place to find something quickly.”
“[Google] is user friendly… library catalog is not.”
“I stay away from the library and the library’s online catalog.”
“Sometimes content can be sacrificed for format.”
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University of GlasgowJune 19, 2009
Did Not Use the Library
• “Lessen the intimidation factor”
• “Better signage and other pathfinders”
• “Also I just go ask my dad, and he'll tell me how to put in a fence, you know? So why sort through all this material when he'll just tell me”
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University of GlasgowJune 19, 2009
Ideal Information Systems & Services• “Make the library like a
coffee house.”
• “Bookstore environment”
• “More staff, roaming personnel”
• “Book delivery from library through campus mail”
• “Drive-up pickup or drop off delivery service since parking is a problem.”
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University of GlasgowJune 19,2009
Ideal Information Systems & Services
• “Make library catalogs more like search engines...”
• “Make a universal library card that would work in all libraries.”
• “Space in the library to interact and collaborate - group study areas and areas to spread stuff out.”
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University of GlasgowJune 19,2009
Libraries
• Provide systems and services to meet the information needs of differing groups
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University of GlasgowJune 19,2009
Their Information Perspectives
• Information is information
• Media formats don’t matter
• Visual learners
• Process immediately
• Different research skills
• Multi-task
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University of GlasgowJune 19,2009
How They Meet Information Needs
• The Internet•Google•Wikipedia•Amazon.com
• Personal libraries
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University of GlasgowJune 19,2009
How They Meet Information Needs
• People•Family members•Friends•Teachers/Professors
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University of GlasgowJune 19,2009
What Attracts Them to Resources
• Convenience, convenience, convenience• Available 24/7
•Working from home
•At night or on weekends
• Immediate answers
• Lack of cost
• Efficient
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University of GlasgowJune 19,2009
What Attracts Them to Resources
• Independence•Prefer to do own search•Use the Internet•No librarian necessary
• Privacy
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University of GlasgowJune 19,2009
Why They Do Not Use Libraries
Do not know…• Service availability • Librarian can help• 24/7 availability
Satisfied with other information sources
Intimidated by library and librarian
• Too difficult to use• Takes too long• Stereotypes
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University of GlasgowJune 19,2009
Why They DO Use Libraries
• Databases• EBSCO• Lexis-Nexis• JSTOR
• Online journals and abstracts
• BUT …
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University of GlasgowJune 19,2009
• Do not know these resources are provided by the library
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University of GlasgowJune 19,2009
What We Learned
• The image of libraries is…
• BOOKS• People do not think of the library as an
important source of electronic information!
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University of GlasgowJune 19,2009
What We Learned
• Books aren’t convenient to retrieve from the library
• Libraries are QUIET• For studying
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University of GlasgowJune 19,2009
What We Learned
• Libraries are trusted sources of information
• Search engines are trusted about the same
• Lack patience to wade through content silos and indexing and abstracting databases
• Like convenience and speed
• Do not view paid information as more accurate than free information
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University of GlasgowJune 19,2009
What We Learned
They want•Extended hours of
service
•Access to electronic information
•Interaction with friendly librarians
•Relationships with librarians
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University of GlasgowJune 19,2009
What We Learned
• Communication critically important!• Difficult process
• Generational differences add to complexity!
• Need user education for more realistic expectations
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University of GlasgowJune 19,2009
What We Learned Multiple Demands on the Library
Traditional Library Environment
Baby Boomer Preferences
Millennial Preferences
Logical, linear learning Logical, linear learning Multi-tasking
Largely text based Largely text based Visual, audio, multi-media
Learn from the expert Learn from the expert Figure it out for myself
Requires Patience Want it now Want it now
Metasearch Full text Full text
Complexity Simplicity Simplicity
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University of GlasgowJune 19,2009
A library experience like the experience available on the web
Yes, libraries!
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Article Citations
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University of Washington on WorldCat.org
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Holdings: Local, Group, Global
Univ Washington collections
Summit collections
WorldCat
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Detailed Record – Item Held by UW
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Detailed Record – Request Item
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Request Handled Locally
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Item Not Held by UW
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Item Not Held by UWor Summit
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Article Citations
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Article Citations
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University of GlasgowJune 19,2009
What We Can Do
•Encourage library use•Creative marketing
•Promote full range of options
•Build positive relationships whether FtF, phone, or online
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University of GlasgowJune 19,2009
What We Can Do
• Provide users what they want, when and how they want it, and the means to uncover what they want when they aren’t sure what exactly that may be
• Good search and discovery tools
• Recommender Services• Reviews• Social Networking
• IM• Text Messaging
• Better meta-discovery tools than currently offered by federated technology
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University of GlasgowJune 19,2009
What We Can Do
“Make library catalogs more like search engines...”
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University of GlasgowJune 19,2009
Additional ResourcesConnaway, L. S. (2007). Mountains, valleys, and pathways: Serials
users’ needs and steps to meet them. Part I: Identifying serials users needs: Preliminary analysis of focus group and semi-structured interviews at colleges and universities. Serials Librarian, 52(1/2), 223-236.
Connaway, L. S. (2008). Make room for the millennials. NextSpace, 10, 18-19. Retrieved from http://www.oclc.org/nextspace/010/research.htm
Connaway, L. S., Radford, M. L., Dickey, T. J., Williams, J. A., & Confer, C. (2008). Sense-making and synchronicity: Information-seeking behaviors of millennials and baby boomers. Libri, 58(2), 123-135. Retrieved from http://www.oclc.org/research/publications/archive/2008/connaway-libri.pdf
Dervin, B., Connaway, L. S., & Prabha, C. (n.d.). Sense-making the information confluence: The whys and hows of college and university user satisficing of information needs. Retrieved from http://www.oclc.org/research/projects/imls/default.htm
Foster, N. F., & Gibbons, S. (2007). Studying students: The undergraduate research project at the University of Rochester. Chicago: Association of College and Research Libraries.
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University of GlasgowJune 19,2009
Additional Resources
Howe, N., & Strauss, W. (2000). Millennials rising: The next great generation. New York: Random House.
ISIS-Inc.org, Ypulse, & YouthNoise. (2008). Youth health and wellness: Core issues and views on existing resources. Retrieved from http://www.isis-inc.org/in-print/Youth_Health_and_Wellness_Report_2008.php
Lippincott, J. (2005). Net generation students and libraries. In D. G. Oblinger & J. L. Oblinger (Eds.) Educating the net generation (13.1-13.15). Boulder, CO: Educause.
OCLC Online Computer Library Center, Inc. (2005). Perceptions of libraries and information resources. Retrieved from http://www.oclc.org/reports/2005perceptions.htm
OCLC Online Computer Library Center, Inc. (2006). College students’ perceptions of libraries and information resources. Retrieved from http://www.oclc.org/reports/perceptionscollege.htm
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Additional ResourcesPrabha, C., Connaway, L. S., Olszewski, L., & Jenkins, L. (2007).
What is enough? Satisficing information needs. Journal of Documentation, 63(1), 74-89. Retrieved from http://www.oclc.org/research/publications/archive/2007/prabha-satisficing.pdf
Radford, M. L., & Connaway, L. S. (2007). “Screenagers” and live chat reference: Living up to the promise. Scan, 26(6), 31-39. Retrieved from www.oclc.org/research/publications/archive/2007/connaway-scan.pdf
Rowlands, I., Nicholas, D., Williams, P., Huntington, P., Fieldhouse, M., Gunter, B., et al. (2008). The Google generation: The information behaviour of the researcher of the future. ASLIB Proceedings, 60(4), 290-310. Available from http://www.emeraldinsight.com/10.1108/00012530810887953
Rushkoff, D. (1996). Playing the future: How kids’ culture can teach us to thrive in an age of chaos. New York: HaperCollins.
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University of GlasgowJune 19,2009
Additional Resources
Rutgers, The State University of New Jersey, & OCLC Online Computer Library Center. (2008, June 28). Seeking synchronicity: Evaluating virtual reference service from user, non-user, and librarian perspectives. Retrieved from http://www.oclc.org/research/projects/synchronicity/reports/default.htm
Sweeney, R. (2006). Millennial behaviors & demographics. Retrieved from http://library1.njit.edu/staff-folders/sweeney/Millennials/Article-Millennial-Behaviors.doc
Tapscott, D. (n.d.). The rise of the Net Generation: Growing up digital. Retrieved from www.growingupdigital.com
Thomas, C., & McDonald, R. (2005). Millennial net value(s): Disconnects between libraries and the information age mindset. Florida State University D- Scholarship Repository, 4. Retrieved from http://dscholarship.lib.fsu.edu/general/4
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End NotesThis presentation is one of the outcomes from the project
“Seeking Synchronicity: Evaluating Virtual Reference Services from User, Non-User, & Librarian Perspectives,” Marie L. Radford & Lynn Silipigni Connaway, Co-Principal Investigators. Funded by IMLS, Rutgers University and OCLC, Online Computer Library Center, Inc. Project website: http://www.oclc.org/research/projects/synchronicity/
This presentation is one of the outcomes from the project “Sense-Making the Information Confluence: The Whys and Hows of College and University User Satisficing of Information Needs." Funded by the Institute of Museum and Library Services, Ohio State University, and OCLC Online Computer Library Center, Inc., the project is being implemented by Brenda Dervin (Professor of Communication and Joan N. Huber Fellow of Social & Behavioral Science, Ohio State University) as Principal Investigator; and Lynn Silipigni Connaway (OCLC Consulting Research Scientist III) and Chandra Prahba (OCLC Senior Research Scientist), as Co-Investigators. More information can be obtained at: http://imlsosuoclcproject.jcomm.ohio-state.edu/