Library Technology for a User-Centered Future in Academic Libraries

Lee, Amy

Citation:

Evans, G., & Schonfeld, R. C. (2020, January 23). It’s not what libraries hold; it’s who libraries serve: Seeking a user-centered future for academic libraries. Ithaka S + R. https://doi.org/10.18665/sr.312608
 

Summary:

The OhioLINK consortium’s Transforming the Integrated Library Systems (ILS) working group engaged the nonprofit consulting agency Ithaka S + R to help with research and development of their vision for the ILS of the future- a library management system that is truly user-centered (instead of print-collections centered) and empowers academic libraries to align services with their academic institution’s strategic direction to “support student success, research excellence, and broad community engagement”. This report first covers the shortcomings of the ILS products prevalent in the market today, which were created for the management of largely print collections and have not been adequately updated to meet the shifts to management of larger, digital, shared, and distributed collections and system connections. The highlight of this report presents the OhioLINK working group’s detailed vision of an ILS system of the future that allows academic libraries to continue fulfilling their core business function (the management of print and library collections) while also being strategically updated in four key areas to serve their users and their academic communities optimally based on recent trends in academic research, learning, and teaching: user-focused systems, facilitated collections, institutional integration, and integrated business intelligence. 

Evaluation:

This report is helpful for systems librarians evaluating ILS products used for their academic library as well as for strategic planning for library systems, services, and management as we embrace the increasingly digital and user-focused library collection. It offers insights into the shortcomings of present ILS systems, trends in academic library collection management and e-resource usage, and potential solutions for creating an ILS product that offers enhancement of library services. This class has studied how libraries are updating collection and connection development strategies to remain relevant and useful in the Digital Age, and it was interesting to see that library systems/technological products used to manage these collections have not only failed to keep up with recent shifts to the increased usage of digital resources, but may actively inhibit libraries from realizing their full service potential. 

This study contained many interesting findings about current academic library user behaviors and needs, technological capabilities required by academic library staff to manage their print and digital collections, and the technological features that are missing and necessary in ILS products that could address these user and staff needs. One finding I found particularly interesting was that academic library users (primarily students and faculty of an academic institution) do not start their resource discovery and access journey at the library as a physical or virtual starting point, but are often funneled into an academic library’s ILS system from elsewhere like Google or Google Scholar searches. Given these findings, the study's recommendation for providing seamless access to library resources based on a user’s entitlements across a variety of groups, including public library, alma mater, current institution, and other institutional affiliations, is an ILS feature that would be especially beneficial for users that does not currently have a straightforward implementation. 

Performing these research and visioning exercises is a great way to assess the current performance of library technologies, evaluate library collection and service goals in both idealized (without having to worry about technical limitations) and realistic forms,  and actively identify next steps to ensure a library is making progress in both technology development and strategic planning that aligns with their overarching vision for collection and connection development.

E-Books as a Collection and a Service

Lamb, Amanda

O’Connell, B. & Haven, D. (2013). eBooks as a collection and a service: Developing a public library instruction program to support eBook use. Journal of Library Innovation. 4(1), 53-66. 

Much discussion has centered around the challenges of negotiating ebook collection development. But, other than a clear increase in digital circulation, we do not know much about specific user preferences in this format. This study looks at digital ebooks from a user-centric perspective. The study finds that as use of a library’s collection of eBooks expands, so does patron use of services, especially instructional sessions and individual reference consultations. One patron even commented, “This is a great way to learn how to use eBooks – much easier than simply going to the library website.” 

Those responsible for collection management may want to consider an instructional element with topical collections or new formats. Should libraries commit to supporting 21st century collection development with digital literacy and technology help? If so, then those in charge of collections may want to factor in programming, instruction, and even reference desk support at the time of purchase. 

Single Service Points in Libraries: A Review

Denise Lester
Frederiksen, L. (2016). Single service points in libraries: A review. Journal of Access Services, 13(2), 131-140. Retrieved from http://sfx.calstate.edu:9003/sanjose?ctx_ver=Z39.88-2004&url_ver=Z39.88-2004&ctx_enc=info%3Aofi%2Fenc%3AUTF-8&ctx_id=10_1&rft.auinit=L&rft.volume=13&rft.issn=1536-7967&rft.genre=article&rft.issue=2&rft.pages=131-140&rft.eissn=1536-7975&rfr_id=info%3Asid%2Fwww.exlibrisgroup.com%3Abx-menu&rft.stitle=J%20ACCESS%20SERV&rft.aufirst=Linda&rft_id=urn%3Abx%3A118986955&rft.atitle=Single%20service%20points%20in%20libraries%3A%20A%20review.&rft.aulast=Frederiksen&rft.jtitle=Journal%20of%20access%20services&rft.coden=JASOCV&rft.date=2016-04-01&rft.au=Frederiksen%2C%20Linda&rft.epage=140&rft.spage=131&rft.auinit1=L&rft.object_id=991042727100190&rft_dat=urn%3Abx%3A118986955&rft_val_fmt=info:ofi/fmt:kev:mtx:journal&sfx.previous_request_id=4843387

The authors discuss the implementation of single service initiatives being adapted in libraries to better manage resources (staff, budgets, etc).  The single service model looks to provide one place where patrons can get help for almost all of their library needs. The model opposes traditional library set ups of separate units such as reference, circulation, tech support, etc. to offer a more centralized, integrated user experience.  While smaller, public libraries have been using this model due to space limitations, recently medium to large academic and research libraries have begun adapting consolidated desks for many different reasons such as, re-design of space, merger of libraries, staff shortage or decreased budgets.  

Some benefits to this model include a well cross-trained staff and their ability to answer and assist patrons and a clarified service point which reduces confusion to patrons about where to get information.  The authors provide suggestions and actual library examples on the best ways to successfully implement this increasing popular model.

The Significance of User-Created Content in Public Library Participation

Lara, Veronica

Abdullah, N., Chu, S., Rajagopal, S., Tung, A., and Kwong-Man, Y. (2015). Exploring Libraries’ Efforts in Inclusion and Outreach Activities Using Social Media. De Gruyter, 65(1), 34-47. DOI 10.1515/libri-2014-0055


Alfonzo, P. (2016). Snapchat in the Library: Librarians master an app to reach millennials. American Libraries, 47(11/12), 22-23.

Bernier, A., Males, M., & Rickman, C. (2014). It Is Silly to Hid Your Most Active Patrons: Exploring user participation of library space designs for young adults in the United States. Library Quarterly: Information, Community, Policy, 84(2), 165-182.

Ford, A. (2016). Fellowship of the Fans. American Libraries, 47(11/12), 34-39.

Perrero, M. (2016). Marley Dias: Bringing diversity to kids’ books. American Libraries, 47(11/12), 26.

            In one of our early presentations, we discovered the technology being utilized by the libraries we study, respectively.  One element of this study was to determine ways in which libraries are utilizing Web 2.0 tools.  Web 2.0 is the trend of user-created content on the web.  An example of this is wikis.  Wikis are user-created online dictionary entries for various subjects.  We certainly don’t need an introduction to Wikipedia to understand this concept. 

            Libraries have been using Web 2.0 tools to encourage participation among their patrons.  In Abdullah’s, et al. article, Exploring Libraries’ Efforts in Inclusion and Outreach Activities Using Social Media, the authors state, “the Internet has undergone a transformation, from being a static repository of information to being a socially interactive Web” (2015, p. 34).  Social media sites are a place for creating and sharing content.  This is in stark contrast to libraries, which have often been described as “information silos.”  Therefore, the goal for libraries should be to create a more participatory environment for its patrons. 

            Several articles have reported on the ways libraries are increasing their presence on social media to boost participation.  Paige Alfonzo writes about a number of libraries that have utilized Snapchat as an outreach tool to bolster teen involvement in public library programs.  Alfonzo discovered that  teens are often featured in the snaps, by sharing their favorite book or to share what they are currently reading.  Other libraries also have contests to create Geofilters for the library.  This allows teens to create the content themselves. 

            But participation doesn’t stop with Web 2.0.  Libraries have been encouraging users to participate and create content in other ways.  For example, Marley Dias is one 12-year-old girl who launched a campaign to diversify the children’s collection at her school, after being dissatisfied by the lack of diversity in the required reading materials.  Her campaign, #1000BlackGirlBooks, as collected and donated 7000 books to six different cities.  In this case, Ms. Dias has taken it upon herself to guide the collection development of these libraries. 

            Programs are another way for libraries to bring in new patrons, and librarians have found a way to incorporate content creation in these too.  The North Liberty Community Library in Iowa has offered a program in which patrons come together to write fan fictions, share, and critique each other.  The point of content creation in this case is to encourage participation in a library program.  Patrons can think of the library as a place to commune and share ideas, rather than it being a place that houses books. 

            Relatedly, an article written by Bernier, Males, and Rickman discuses the library spaces themselves as a way to attract participation.  In the article, the authors state that Young Adult sections are a significant indicator of teen participation.  More specifically, they argue that higher teen participation in the design of Young Adult sections leads to greater long-term participation in teen services.  Their study includes the creation of an index by which to measure teen participation in design, which positively correlates to overall future presentation.  In other words, higher participation in creation of the space leads to higher participation over all.  User-created content, or even planning involvement, is shown to have a profound impact on the idea of ownership over the space.  This sense of ownership is what encourages participants to continue the tendency to participate.

            So what does this show us?  It has been documented in several studies that higher participation during content creation leads to better general participation throughout the library.  We should be thinking of patrons as contributors, and assigning new roles to what libraries offer.  Information no longer moves in one direction.  It should be disseminated, analyzed and recreated into new information.  Thinking of a library as a place to simply receive information is antiquated.  The sooner we realize this, the sooner we can tap into the wealth of information that is our community.

            These are just a few of the articles I have chosen to highlight in this post, but there is a plethora of literature on this subject.  If you find one, please share it here.  I would love to see other examples of user-created content.

Remember Me? Content Development in a User-Centered Services Library

Bailey, Rachel

Morris, S.E. & Currie, L. (2014). Remember me? Content development in a user-centered services library. Collection Management, 39, 96-109. doi:10.1080/01462679.2014.891493.

Summary: Because of strategic planning and the need for budget cuts, the University of Kansas libraries restructured their collections’ department. The libraries went from thirty librarians working on collection development to seven working on materials selection. The old structure had librarians that were specialists for a particular academic discipline. The new structure has the librarians working together to gather materials for all the disciplines. The article also mentioned how they were able to cut down on serials collections after looking at usage data.  Surprisingly, there were many advantages noted for this new model. Obvious disadvantages were noted as well.

Evaluation: Since much of a library’s materials are supported through funds, it was interesting to see how KU handled the situation. As a graduate of the University of Kansas, this article was of personal interest to me. I always thought the university had top-notch libraries and it seems like it will continue to do so.