Connecting Librarian

It was my birthday the other day. Unfortunately I had a staff meeting and an appointment on that day which was my day off, as well as the regular school drop off, pickup and swimming lessons. So it wasn’t a day to relax. However, it was a day I learnt a bit about myself that I guess I have known, but never really realised and it was a day filled with many moments of happiness, many of which had some sort of electronic origin.

I’m a Gen Xer, a control freak (but not a perfectionist), task oriented and I love music. My work involves virtual services for my public library, which I just love. This is just some background to give context to the rest of this story.

My staff meeting was our Information Services team. The meeting is only quarterly, so I didn’t want to miss it and I do enjoy what we cover and the people I work with on this team. However, my biggest moment of joy in this meeting was sharing an achievement involving solving the issue of being able to search our catalogue from outside of our OPAC. Its been something that I have been working towards, on and off, since we got our new ILMS over 12 months ago and which came together in a very short time due to some timely and very helpful assistance from a colleague at another of our consortia libraries. (Thanks again Maryanne).

Another moment of joy during the day was when I was driving home from my appointment and one of my favourite songs came on the CD player. The volume went up on the music and whilst driving, I was bopping away in my car and singing my heart out (I’m not a bad singer…). I didn’t care what other drivers saw or thought, I was just enjoying the moment, which combined my joy of driving with my love of music. (don’t worry, I didn’t break any road rules or run anyone off the road)

After getting home, I chilled out for a short time, firstly online. I ended up with a small smile on my face for the rest of the day, because of all the lovely birthday wishes I received, both through email and through Facebook. Thanks to both my email and Facebook friends. It was a small thing, but I really did appreciate the few moments that you took to send me a quick greeting. After that I spent the last little time I had spare before getting going with kids and birthday dinner, to watch some of my favourite episodes of one of my favourite TV shows.

I spend lots of time in the electronic environment. Driving my car, working on virtual services, listening to music, spending time online whether in games, social networks, watching TV and more. And I really enjoy it. I always knew I spent a lot of time on computer, in my car and on TV, but didn’t really realise until that day how many moments of joy they provide me. It makes me think that I may be more digital native than I realised.

I have been so busy lately, surprisingly so, but in a good way.  After doing a 10 minute showcase at VALA, I have done a presentation on Web 2.0 for Innov8 - a vendor organised information seminar. I also have coming in the next few weeks “Beyond blogs and wikis” at the ALIES conference and a lecture to post-grad students at RMIT on what my library is doing with Web 2.0 tools.  On the off chance you are interested in any of these, click on the Presentations tab at the top of my blog and you will find them  embedded there (after they have been presented).

Not that this post is about self-publicising, because its not.  The feedback I had from  Innov8 was that attendees had already heard about a lot of things that I had presented on, but that my presentation helped them understand what they are, in an straightforward manner and in a context (libraries) that they could relate to.

It made me realise that when you are on the cutting edge, things that are old news to you are still very new to most others.  Which leads to the question - how long until everyone (or at the least the majority - in particular our users or potential users) understands this new technology and how can we speed up the process?

I guess I am doing my bit professionally by doing these presentations.  We are doing the same at my library by running Learning 2.0 for staff and offering public seminars on eBay, online image sharing, downloading music etc.  We are also utilising the technology - we have 2 blogs, a Flickr account, are using del.icio.us links, Google maps, web polls, offering RSS feeds and more.  We are getting interest in these initiatives, but take up is relatively slow in relation to home PC internet access, so is it because we are not offering the right things, or because people aren’t aware of or know how to best use these tools?  If its the latter, what can we do to inform them? (if its the former, we’ll do something about that too - our web polls will help us to figure out which it is, if not both)

I guess another question is why would our users want/need to understand these things?  I don’t really have a good answer to this one - just 2 thoughts. I think this is the way of the world now and more and more of our users and potential users will be expecting their local library to be doing it.  And as communities are spending more time online, this is an even more important service that libraries should be providing to best serve our users.

Am I expecting too much? Not everyone is  a techie of one degree or another, but although Web 2.0 is technology based, its more about collaboration and contribution, so I don’t think so.  Technology fear could be hampering, as we found out as a result of my library’s  Learning 2.0 program.  Some staff who had been reluctant of, or not interested in using Web 2.0 tools have taken to them and are using them in library services with great enthusiasm.  A little familiarity in this case breeds improved library service!

In the meantime, I would really appreciate your feedback on these questions.  Your responses might just help to solve some of these challenges for me and my library.  In the meantime, I’ll keep plugging away, in my professional development and in my library service.

Here’s the notes from the afternoon session of Michael Stephen’s visit to Melbourne. Over 70 librarian, mostly not all from public libraries were presented with an interesting and informative session, with plenty of inspiration to take back to their libraries.

World is changing, especially in the last few years.  Its getting smaller, collaboration is happening on a scale that would not have been possible before.  It has changed the way we comunicate.

Web 2.0 is open, decentralised and participatory. Commonalities are open, participatrory, tags, comments, RSS, APIs.

Library job descriptions are also changing as a result. Just look at recent job advertisements - these positions did not exist a few years ago, because the technologies didn’t exist.  This is one way our profession is responding to these changes.

Open Source software is growing fast - it levels the playing field a bit, but requires staff and other resources to use and manage.  eg. Open Office, Inkscape, Trillian and Pidgin.  Open Office duplicates the functions of Microsoft Office (offer to ours users as an alternative?).

Surveying best practices:

Blogs - how many libraries have blogs?  Worth thinking about adopting if you don’t already have one.  Its a software tool, a content management system which is organised and archived chronologically by date.  With a blog, its all automatic without having to go through bureaucracy.  Newest news is at the top of the page, where your users eyes are going to land first. All you need is software, server space (can be hosted) and some HTML, time to blog and something to say.  What to say? - what’s new, programs and materials, new resources, conference reports - some librarians put their conference notes on their library’s public blog.  Blogging can be used to promote your content, ie databases, its fast easy and cheap and you can promote conversation.  Lamson Library uses Scriblio to get their Web Opac out in a blog.

Best practices - look around at other library blog and check out what features of them that you like. Find your voice/mission - what is your goal, how do you want to say it, listen to your users responses. Focus on content - configure it then let it work for you, focus on interesting content, reach out by covering users interests. Design - make it seamless between your library website and blog, make sure its always usable, keep your software current.  Share authorship - spread out the blogging, agree on voice and mission.  Post often and be succinct - keep it simple, make it printable. Have a style guide and train your staff to blog - give them help sheets on tagging etc.  Make sure they have time to do it!  Incorporate the blog into your site as well as possible and link to the catalogue as often as you can - link it to your homepage. Be transparent - blog your projects and plans, listen and respond to your users comments.  Use the blog as a platform for videos, images, RSS feeds,news, customize widgets.

For Librarian Bloggers - cite your sources and links, post often but have something to say, invest time, post your passions, blog nice, learn about your blog application - spam filters are necessary, information feeds in, flickr images fed in, polls etc.

Blogs can create the voice of the library, administrators should be involved, enable comments, participate!

Podcasting - easy to create with some simple open source tools ie. Audacity (OSS), iTunes, Garageband. Podcasts are syndicated via RSS - search iTunes for libraries. Kankakee Public Library podcasts their author visits.  All you need is a computer, Audacity and a microphone.

Best practices - use free tools like Audacity, involve staff who are interested and capable, monitor time and use (be sure you are getting ROI), podcast news, speakers, stories and more, current awareness, offer a place for others to try it!  Give users a place to record their own podcast!  or some other form of studio (ie video etc).

RSS - take content from one place and have it available in another place. Some ILMS offer RSS feeds on new additions to the catalogue - ie. books, videos/DVDs, audio etc.  RSS feeds can be the most time consuming thing you can learn about - saves you having to visit different blogs, you can use an RSS aggregator to have the content delivered to you.  With RSS you can keep up to date and put your library content in other locations.  Hennepin hacked their catalogue to provide RSS feeds for user generated searches - click through and place holds.  RSS has taken the place of SDI. eg. RSS feed of animal books on RSPCA website.

Best practices - decide if you want to build a portal or provide RSS feeds - train staff and users, ask vendors for feeds, develop a policy of displaying RSS on your website. Have a what is this for RSS on your website and embed the Common Craft videos from YouTube.

Wikis - an easy web page.  Mostly WYSIWYG, but some need basic coding (related to HTML). SJCPL found that most people were using local content more, so when they revised and created their subject wikis, those are the heading they retained. Don’t even have to use the word wiki in its use.

Best practices - play with a wiki (ie. PBWiki), monitor changes to the wiki, use it in classes and instruction.  Policy manuals, group edits on a report are common library uses.  SJCPL had a no wiki, where they recorded when they said no to users.  Each month they were reviewed and analysed to see where policy changes might be of use.

Instant messaging - usually text, but can be voice or video. All IM systems have a presence awareness system. “Faster IM” Computer in Libraries 2006 Stephens, M. “It can be cost effective means for any library to have a virtual reference presence in virtual spaces where our users already live!”  FASTER - Flow, ask questions, software, training, ease of use, return on investment (is high).  Meebo allows you to access multiple IM accounts via an online interface, or insert a widget into your webpage and allow users to IM you without an IM address (library has to have one).  Meebo benefits - no viruses, multiple services at once, voicemail for the web.

Best practices - promote the service, add you IM to your publicity, use a consistent naming scheme for all clients, use away messages effectively, use all your resources to answer questions.

Make IM part of your policy - fold it in to the reference desk duties.   People are usually happy to wait when the library is busy.

Flickr - a way of putting a human face on the library (photos). Another example of a social network, enabling tags, comments and being fed into other sites via links, widgets etc. Can use a flickr set for a library tour - including behind the scenes.

Best practices - allow flickr to be accessed on your public computers, tag-note-comment, create a useful profile page for your library, tell stories, make the library human,capture events-buildings, speakers, be mindful of little people etc.  Use it to be out there - experiment with Flickr toys too!

The Big Picture - best practices for social software
Meet the mission - convey the mission.  Ground your use of social software in the mission and vision of your library.  Use it to further the library mission and to meet your long range plan. (Maraine Valley College podcast page)

Prototype - great for roadblock builders, use it for education and planning, it demonstrates a need. Create a sandbox and get staff to play with it.  Use Ning to create a social network. (do it at State level for our library sector?).

Comments - enable it, moderate if needed, participate and ask vendors to give us this functionality.

Invite participation - allow comments, offer RSS feeds, aks surveys to do something - surveys, polls etc.

Give physical services a virtual space - ie. give the book club a blog, do an audio tour of the library.

Create social spaces for real time access to the tools - ImaginOn - Studio I for animation, make stations available for podcasting, video creation, blogging.

Be human tell stories - we have great stories to tell in libraries.  ie. Storypalooza - Gail Borden Library  YouTube contest - Denver Public Library.

Replace or remove outdated methods - NetFlix, Book Swim (mail delivery of items).  Topeka and Shawnee County Library mails holds to users - have a budget line for this.

Admin buy-in and use is PRICELESS.  Josie Parker at AADL and Louise Berry at Darien both blog.  But Staff buy in makes it HAPPEN!  Getting staff buy in can be helped by a Learning 2.0 program.  Also LISTEN to your staff and get their buyin.
Extra info coming from questions:

Sample policies may be available through Web Junction or the Library Success Wiki.

Seed your social sight with entries or comments to set the tone.

Michael says the future of our catalogues will incorporate both formal library subject headings as well as users tags.

Need to seriously consider how we want our presence to be available on the converged device ie. mobile phone.  iPhone is allowing normal web page browsing, next generation of phones should be the same.

Cross promotion between neighbouring facilities - Dutch example of library having recipe of the month and food market across the road displaying the ingredients for that recipe.

I was very happy to be able to attend a day of presentations by Michael Stephens of Tame the Web today. I met Michael for breakfast one morning towards the end of my study tour last year, so it was wonderful to renew our acquaintance. Although the time was all too short, it was great to catch up.

Anyway, here’s the notes I took - Michael will post the slides to his blog - Tame the Web.

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Suffering is optional in this session.

Jesse Hauk Shera quote - “that society will determine what the library of the future will be.”

World has shifted in the last few years, beginning with the dot.com bust.  Web rebooted itself, more interactive and social.

Recommended “Cluetrain Manifesto” which is available online for free.

Continous computing - Roush “Social machines” - Web as platform, wifi is ubiquitous, devices are converging and connecting.i

Time Magazine - “You control the information age” - not libraries.

Recommended “Everthing is miscellaneous”.

Many descriptions of Web 2.0 - 2 Michael focusses on - harvesting collective intelligence and rich user experiences.

Web 2.0? - Live Web or as Michael says “Find others like you”.  Friending etc.  No 1 social site that Michael uses is Flickr - he is an image based person, so he loves it.  Can track his travels from his Flickr account.  Can also find him at Last FM - tracks what he is listening to on his Mac.  Michael has also has a Facebook profile.

Can make anything you want with image generators.

This is where we live - people are spending a lot of their social lives online - not just for the internet addict.  Lots of these sites, more and more being created every day.
All these sites are open, participatory and are about access.

Shared the Library 2.0 definition by Casey & Savistinuk - most important “physical and virtual services” and “consistently evaluating”.

Check out the Perceptions of Libraries and Information Sources and Sharing, privacy and trust in the networked world reports from OCLC.
96% of people had walked into a public library at least onece, 51% used IM and 30% had never heard of databases.  Users want seamless service and self-service options - think Google. They want seamless - not silos. Our websites are little versions of the library - they shouldn’t be.  “Books” are the library brand.  Only 1% surveyed used the library as their search starting point.   Why not visiting the library website - didn’t know it existed, other sites have better info, can’t find the site.Brian Mathews - social network will be ubiquitous - will expect it everywhere they go online - be able to tag, leave comments or reviews, wherever they go.

Pew Internet found that 36% of adults used Wikipedia. 8% were on it on any one day.  Make sure your library is on Wikipedia, including in the geographic area entries (ie. Council, suburbs, town etc). Add content, links - give it more value.

ACRL - put out a report (check slides) - need to do 3 things:
Evolve - reference signs have gone - welcome, ask here (Allen County), round tables for collaboration, transparent reference desk, with comfy chairs and flat screens and also IM service (NC library state uni), (MSN most popular in Australia). Dublin Library used PageFlakes to create a portal with feeds to the information you give it.  Georgia Tech Library did a welcome celebration free pizza, speed dating, music, poker, games, DDR, drama and more. (again Brian Mathews)  Didn’t talk about library resources, want them to find the library on their own.  YPRL using tablets for reference.  LC launched The Commons - a project with Flickr - hosting photos and inviting comments and tags.

Let go of control - (used the warning sign generator). If we don’t, we could lose both users and staff.  What stories are these libraries telling?   Showed signs banning phones - we should be banning the more concerning bad behaviour, not the technology.  Things we do can now go around the world - with a phone and a quick picture, then to Flickr and a blog and its publicised wider than your local library. PLCMC - Rules for the Loft - Respect yourself, respect others, respect the space.  Casey and Stephens - understand the people who are breaking the rules (Transparency column).  Walk through the library with users eyes - a teen even.

Be visible - Wyoming mud flap girl - caused controversy but was aimed at getting truckers in to borrow their audio books. Laptop Librarian - offers assistance in the dining hall. Librarian visits Panera cafe and offers library service, signs up members etc, answers questions.

“Cluetrain Manifesto” published in 1999, but foretold the advent of social networking. We can rally together online, make changes together online, share and discuss content online.  Cluetrain says Markets are conversations, Hyperlinks subvert hierarchy - and can go around the chain of command, get information out to people - ie. hacks to DRM.  Libraries can now communicate directly with teir users. Web is a little bit broken - hyperlinked organisation can be the same thing. Learn who to go around to get things done.

Organisational Chart - the hyperlinked library is more team based (although still need leadership), but it is focussed around the user, not a pyramid.

Technology is just a tool it is not going to save your library.  We need to understand technolust and should not be putting resources into things are users don’t want or will not use.

Transparency: technology storm - ie. locked down library website, technology plans without staff buy-in, siege mentality due to concerns about privacy, security etc - NO LONGER FLIES!

People want to talk to each other - open and honest conversations, open and honest decisions, speaking in a human voice.  Conversations among human beings sound human- we recognise PR speak. Make the library as flat as possible - Darien Library circ staff are blogging and buying for the collection - they know what the users are borrowing and requesting - even sending them to the Book Expo.  Going to the field - visit the front lines, examine different staffing models, develop big picture understanding (management). SJCPL has 30 bloggers contributing content to their blog, AADL website is blog based, State Librarian of Kansas is blogging her travels around her state.  Outside eg. Chief of Police in Nebraska is blogging - talking about crime, but in a human way and responding to comments, having a conversation.

Most important - Say Yes!

The Library tell stories:
Look for stories about the library and also give your users the chance to tell their stories. Gwinnett Library “Rock the Shelves 2005″ on Flickr. National Library photos on Flickr. Storypalooza - make a video about the library and reading, put the video on the library website. (Gail Borden Library).
“Participatory Culutre” - Jenkin quote “consumers are transformed into participants”. Ohio Uni library tour podcasts, done by librarian and another by a student. Hennenpin County Book Space.

The Library is user driven:
Get out of the users way - don’t create problems.   Karen Schneider - The user is not broken. Our systems are a little bit broken when it comes to engaging the user. They want the information in the easiest way possible.  User driven service is user-centred, can involve the users, ask them what they want (link on website - prizes offered.  Listen to your users and to your front-line staff - they know the story of the library.  5 Factors to Consider - does it place a barrier between the user and the service, is it born from complaints from librarians or users, does it add more rules, does it make more work for the user or the librarian, does it involve damage control begin you even begin? eg. SJCPL Subject wiki - public can’t edit but can sugest. Biz Wiki - Ohio U.

Engage your users: Facebook search box - UIUC and Hennepin. Comments on the catalogue (Hennepin) and also Book Space.

Let them drive, let them participate, let them create.  Amazon now has user generated video reviews. Competitions on your social networking space.  Pew Internet study showed that 57% of US teens that created content online. Rest don’t have the technology at home to be able to do this. Might be well serving our users to come and create content to put online.  ie. podcasting station, place to blog etc.  AADL Tag Cloud shows the most popular searches on their catalogue. Hennepin County - images of reading Harry Potter.  Privacy concerns allayed by agreeing to terms of use and having it as opt-in.

Library uses trends as opportunities: social network federation - networks will be converging, be able to talk between networks - may come from one of the social networks or from a third party. Choosing among trends: good signs are that everyone is doing it, its being asked for, most importantly its fun!
Trendspotting - hand out current magazines and ask staff to look for trends that we may be able to tap into.  Our jobs are changing - both in content and in title.  Trend: citizen journalism - mobile phones and blogs can spread news which in turn can change everything.  Challenge of how these tools are challenging privacy, reputation and more. There are legal implications which are still being explored.  We can be educators in how to deal with our online presence - if its out there.  Google your library or chedck Technorati to find conversations about your library that you may not know is happening. Open source software is a trend, but its free as in kittens,not free as in beer - need resources to adapt it and keep it going.  Emerging Tech Group - group of staff who regularly meet to discuss new tech and how it may be used in the library (use a blog for the group).  Check out the books he recommends on the slides.  Are we failing to innovate because of fear. (Kathy Sierra)

The Library has presence: library is out in spaces where we might not expect it to be. Buckland quote “There is much greater opportunity to bring service to potential users wherever they may be”.  YouTube video puts the library out where people may see it.  Use profiles on social networking sites to give more background - make it a miniature website which then links back to your library website.  Google SMS service - text a message to Google.  Libraries using twitter to do current awareness on book titles, events etc, then has RSS feed which you can add to your website.

Library learns, plays and innovates.  Learning should be part of staff development, throughout the staff structure. Everyone should be experimenting with new technology. Well trained staff are a great marketing tool for your users.  Get sandboxes for staff, both virtual spaces and physical - where you bring the gadgets in for staff to play with. Best thing to do for staff is getting them set up with an RSS reader.

Discover and experience the new tools: Learning 2.0 program - can be scaled and adapted for users. (offer it for users?). Check out Hey Jude’s blog on learning 2.0 and schools.  Second Life - shopping, events and a library presence - what does it mean for libraries?  We are still finding out.  Ning - do it yourself social networking site - users get blogs, forums etc. Golden rule of innovation - say YES - encourage people to play.

Encourage the heart - we get into libraries because we care.

The Library knows me - personalisation is the big trend coming - other sites have been doing it for years and users will come to expect it from libraries.
The Library is human - use Flickr to show this.  “Bring your heart with you to work”. (David Warlick)
Throw out the culture of perfect - trial and error is OK, it might not work but that’s OK too, there are still thing learned.
Open Libraries - control fades, communication is up and down.
Create a culture of trust - trust your users, trust each other.

Everything we have talked about today is about a cultural shift, not just shiny new toys.  To move forward, ground them in the mission of your library and your long term plans.  Be selective, choose the tools that work best for your library and your user, use evidence to decide which ones.  Be sure to balance innovation with ROI.  The next big step is how we evaluate these Web 2.0 tools in our libraries.

Five things you can do now:
Be a trendspotter - Form an Emerging Tech Group - Try Learning 2.0 - Create a What’s New blog - Explore presence (ways in which you can put your library out in social networks).

IMPORTANT:
Learn to learn.
Adapt to change.
Scan the horizon.

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I’ve been thinking about this for quite a couple of months, probably since I started getting queries from other librarians about virtual services after doing my study tour. Its been further churning away in the back of my mind since not long before the VALA conference, as besides the showcase session I did there, I have another 3 presentations coming up on Libraries and Web 2.0 - one of them a day long workshop!

So how did I come to get these ‘gigs’ - what makes me the expert?

In my case its a combination of things. First off, I know a bit about Web 2.0 and libraries. After all, I have been reading about, immersing myself in it and blogging about it for over 2 years. Which is more than most people in libraries. So my expert status comes from having a degree more knowledge than my audience.

But there are many librarians who know more than me on this subject, so what else is there? Another important consideration is geography. Two of the upcoming presentations are in Melbourne, the city I live in. Always easier to get a local - cheaper too.

However, the workshop I am doing is in Sydney - so that limits geography a little. I say a little, because there are some great Library 2.0 experts in the US - I read their blogs regularly - but again there are limits to what people and organisations will spend, especially if expertise can be found more locally. (and Sydney is only an hour’s flight away).

So, I know a little more than my potential audience, I have geography on my side - the more local the better. Then there is another issue altogether. Availability. The Sydney thing again - I was not the first person asked. From what I can gather, I was at least the fifth person asked (if not further down the list than that). So even considering all that’s come before, you have to be willing and available to be that expert.

Now that’s a personal decision. I don’t know why the others asked before me didn’t take up the invitation - could be many reasons: time, priorities, not interested, etc, etc - it doesn’t matter really. The opportunity came to me and I decided to take it - which makes me the expert in this particular situation, regardless of how far down the list I was.

And how did my name come up to be asked (even down the list) - somebody was kind enough to recommend me. I don’t know who, but I thank them for this opportunity.

Its been an interesting journey already this year for me, as I have never considered myself to be a public speaker - in fact the only other presentation I did before all this was at a conference in 1999 and I was so nervous - got through it by will alone I’m sure. But I have done 2 presentations since my study tour, (and 1 before) with 3 still to go and I am getting more confident each time. Maybe its because I am older, know my stuff a bit better, know myself a lot better and have a real passion for the subject. Maybe I’m just a late bloomer.

Whatever it is, I think it finds its roots in something that Kathryn at Librarians Matter blogged on not long ago in “My raucous week of putting my meat in the game” - its about putting yourself out there. I have been blogging about these things for going on 3 years, have been initiating them in my library and have been encouraging others to look at them for their libraries. I haven’t been worried about putting my name to any of this, but neither have I been seeking anything, except the chance to share my experience.

So what makes an expert? Someone who has learnt more than most about a subject dear to them (its easier when you have a passion for it), in a good location, who’s available, recommended and putting themselves out there.

But an expert is not what I planned to be - all I planned to be was a librarian loving what she is doing - which happens to be Web 2.0 and Libraries. If people want to hear what I have to say - then I am happy to go and share that with them - not for my benefit, but for theirs. I have learnt a lot from other people’s experiences, so its only fair that others may be able to learn from mine.

Kate Davis - Gold Coast City Council
“Be my buddy: IM and the future of virtual reference”

IM trial was run in tandem with the Ask Now chat service. Trial has now concluded.

2 types of IM - client based (ie. MSN Messenger, Google Talk) and website integrated (embedded - Meebo).  Embeds a flash based box in your webpage - used by many bloggers - eg. Topeka Shawnee County.

Impetus: technical issues with proprietary chat reference products - software issues, login requirements etc
desire to meet users in their own space - on their turf, reach audience with their communication model of choice

How did it work - listed IM names on the Asknow homepage - noting that the users should add the appropriate name to their buddy list.  (couldn’t use embedded, too much demand).  Once listed in their buddy list, users know when the service is available. When it is - click on to start a session.

Quick stats - to inform practice going into the future.  Surveyed staff before and after the trial, in a focus groups and a wiki was used for field notes.  Once staff realised how simple it was, they were overwhelmingly supportive of it.  Almost 1200 enquiries in 6 months, 45% of surveyed users aged 15 to 24, 73% of enquiries completed in session, 100% of users would use it again. (all users surveyed at the end of the session)

Lessons:
1. There is a demand for an IM service.  Hours offered did not affect the growth of enquiries and word of mouth was an important promotion tool.
2. Concept of IM reference is viable.  Librarian said they thought it better than chat ref or email - more immediate and synchronous
3. True synchronicity has some meaningful impacts. Librarian said that it met the expectations of users in terms of speed, efficiency and ease of use and enabled the reference interview to be more complete and quicker.
4. Inhabiting the users’ space brings some new challenges (and a pleasant surprise). Informal language - txt speak. Up to each individual librarian as to how they communicate.  Some users just wanted to come and chat (they were bored). However, there was no increase in inappropriate behaviour from the Asknow service. IM resulted in a significant increase in repeat users.
5. IM is not just for kids….. but the kids certainly do like it. Kids were a big audience, but so were 15-24, particularly in the morning and early afternoon.
6. A simple aggregator IM client is insufficient. (can only have one person logged in at a time to offer service) Having more than one operator is crucial - too many clients is scary, exhausting and demanding.

Embedded IM: an opportunity to innovate - three lines of code plugged in to your website gives you an onsite contact point. Place the widget in the places where they most need help (no results page, wrong address etc).

Towards an IM system architecture:
Necessary - multiple librarians to be logged in and monitoring simultaneously (Pidgin client based software now offers this functionality)
- queueing and/or automatic routing of users - preferably both
- automated statistics logging functionality
Desirable - automated workflow for referring enquiries infor follow-up and better transcript archiving functionality (in trial it was far too labour intensive)
- built in scripted message

They developed specifications for IM system architecture with a Jabber IM server (self hosted), Java based routing component (to be written, Web based dashboard for shift management (where they can identify themselves as primary or secondary operator and pick up clients, Browser based anonymous entry point for users which could be embedded in the web page and an admin module (for stats and scripts etc).

What now - Routing component being built by NLA developer - likely to be open source. Looking at opportunities for cooperative arrangements.

Through the crystal ball: the future of virtual reference: centred around website, synchronous chat, will embrace pluggable system models - that can scale and will embrace open source.  Using a triage model, incorporate multiple delivery models (FAQs, subject guides, email, VOIP and IM), will see the nature of enquiries change as we get into their space, be device agnostic - particularly important with the expansion of the mobile web.

Wilma Kurvink - Wesley College
“A new paradigm for reference librarians in the online world: developing relationships around research and learning with library users”

About learning, not about schooling. Their collections have conflicting ideas and perspectives to expose students to a range of ideas and use their morals, critical thinking to make sense of them.

When laptops introduced, they found that student work was not significantly improving in key research assignments, students appeared to want to work independently and were reluctant to seek help.

Research into search behaviour by Rita Bilal: students experienced high rates of failure (1 in 2 searches failed for younger students), students experienced breakdowns.  Better results by older students who use keywords better.  10 year study of UK tertiary students: search engines dominated their information seeking strategy, half began their search in Google, only 10% used the OPAC first and 9% went to Yahoo.

Students prefer search engines, use of academic resources is low, find locating information difficult, may trade quality of results for effort and time spent searching, students use of search engines now influences their perspective of online resources.

Jean McKay and Helen Bronleigh - Murdoch University, Annmaree Brown and Margaret Wright - Macquarie University
“Shibbolising Online Librarian: how two university libraries enhanced their collaborative chat reference service by using a MAMS Mini grant to add authentication and develop an interoperable chat client”

In 2006, the IM service that had been introduced 2 years earlier, was now causing too many headaches.  With only one librarian able to login at any one time, it made management problematic at best.  Service was offer for a limited time of 34 hours per week.  Had started with Net Meeting and VOIP, but users preferred chat, so moved to MSN Messenger and the service took off.

Started project with MAMs in 2006 - to develop and improve a text chat information service, building on the existing online librarian services.
MAMS - Meta Access Management System project - based at Macquarie Uni with DEST funding from the “Backing Australia’s Ability” program.

Allows multiple operator logins and where possible, students will be routed to a librarian from their home institution.  If all operators are busy, they will be redirected to the email service. Client has to go to the webpage, identify their home institution, authenticate and then the chat starts.  Have a link to a feedback form at the end of the session.

Not a lot of feedback, but all received is overwhelmingly positive, easy to use, will use again.  Only 5% reported access problems.  The stats module gives them client affiliation, operator institution, start/end time of call, no of transactions in each session, transfer history, notes regarding who ended or timeouts and gives turnaways by user campus and try time.  If a call is not answered in minute, it is routed to another operator - 1/3 of sessions did this.  50% ended by operator. If it is, the feedback form is offered as is the option to have the transcript emailed to them.

Resulted in the service being offered 87 hours per week, where the physical desks are offering 77 and 65 hours service per week. Librarians are not rostered, but are expected to respond to chat in the same way that they do with email and the telephone.

Both libraries will continue with the service - looking to appear in the portals being developed at both Unis and hope to be able to incorporate a widget.

Schubert Foo - Vice Dean SCI Nanyang Technological University, Singapore
“Going virtual for enhanced library experience: a case study of the National Library of Singapore

His website - www.ntu.edu.sg/home/assfoo/

Was impressed with the developments in Librarianship in Australia, as evidenced by the papers and showcases at VALA. Encouraged the audience to share internationally and not think that the innovation can only come from the US or Europe.

National Library Board oversees the National Library and all public libraries in Singapore.

Singapore is a very IT savvy country. As young as 3 year olds are given mobile devices to play and learn with. Everywhere in Singapore, heads are down, using their handheld devices. Government initiative promoting Singapore as an IT island. Social and affluent society, cosmopolitan - coffee drinking is an experience in itself.

Singapore Libraries - brick vs click, collect-organise-store-access, mediator (source to user), authoritative, trusted content

Library users are in the minority and are scholars, researchers, library savvy.  Others find info needs met by search engines, see web info as legitimate and the only source, they think Google, Yahoo, MSN not library, expect instant gratification, find info until is downloadable, expect exception user experience (memorable, unique, exquisitely simple).  How do we find solutions to reach the majority and bring them back to our physical and virtual libraries.

What do hey do to close the gap? Delve into the information space of the users . Make resources more discoverable for them, thus bringing them back to the library.

Mobile phone penetration in Singapore 2007 - 109.1% of the population. SMS Nation - 3rd place afer Malaysia (210) and the Phillipines (846) - with a monthly average of 209 text messages per month.  Relatively cheap to send SMS and is often used to close business deals (no signature required).

Role of library - to connect users to resources that users need, for whatever purposes, in any format, from anywhere, using any device at the time (instantaneous for some) they want it.  Library as an info-concierge - individual info object is a self sustaining, self contained node unit, can be content or service, in any format.  Need to be inter-connected with multiple access points. Upon discovery, an information object becomes an info-concierge with ability to connect to other content (in library or outside) or other information seekers.  Connectivity can be achieved by hyperlinks, different platforms, pusing information - connectivity not necessarily one way.  Evolving a mesh (web) of information.

What’s Next? Browse by subjects, browse by format, recommended relational search, up and coming events, photos and stories to share. This content is harvested rom internal and external resources. Content can be released to spaces tousdie the library to promote discovery.(ie social networking spaces)  Residency in other spaces allows users to use them as best suited for their needs. If they don’t want the content, they can ignore it, but its there if they are interested or a need arises. Example: BookJetty.com.(like Library Thing) but will show if its in a local library or link to an online bookseller for purchase.

Library as a network of inter-connected info-concierges. Requires harvesting of other resources, selecting and authenticating contents, meta-tagging, creating, maintaining and growing taxonomies, information content organisation. Internal - NLS web content and subscribed databases. External - GYM, MICA, IDA, NAS.

Library as a network of true collaborators. Connectivity: content to content, people to content, people to people. Libraries are best placed to provide this. Dialogue/information sharing tools: wikis, blogs, social spaces.  Both library owned and other owned content.  We don’t have to own everything, we need to harvest content that is useful to our users, regardless of source.

In house exhibitions are rendered as far as possible to virtual exhibitions, once the physical one has ended.  National Library of Singapore is a smart building, approximately $300 million. ie. maximised airflow, use of sun and reflecting panels, trees on the 7th floor were chosen from thriving ones in the surrounding area. (book to be published on it soon).

NLS repositioned its reference service to meet users’ changing expectations and consumer lifestyles. Service within reach - SMS reference. Ask a librarian service by phone, one public library has a video conferencing service (no librarian in the branch), email and now SMS. 60 characters in Chinese, up to 160 in English.  Librarian resolves enquiry and enters answers via a standard template.  Reply with a direct answer or a URL. The URL gives more info, including more search terms to use, highlighted resources including notes on where to look in them, links to their availability.  At the end they include feedback questions which the user completes and submits. The answers are kept in a database as a future searchable resource.

Observations: overall positive feedback.  Various types of questions answered. Some users expect instant replies. Usgae rates averages 10-15 enquiries per day. Accessing NLS through Google, Yahoo and MSN. Created Infopedia - articles authored by NLS reference librarians about personalities, places and historical events in Singapore.  Use SEO to make sure it appears high on search engine results.  (infopedia.nlb.gov.sg)  Using Google based content (ie. maps) helps get links to your content. Content usage has increased exponentially with better exposure on the web - from 400 views to 63,000 views per month.  Other micro-sites are being explored.

Collaborative reference network. Making use of community expertise - librarians, researchers, community members. If questions can not be answered, referred to the network of specialists - who will then respond to the query which the librarian will then return to the user.  Uses forum for the discussions occuring over a query, can follow a thread.  Observations: still goes through the library, reference communities can included librairans, experts or others.

Challenges: requires support, experimentation, budget, time and innovation. Future promises excitement for librarians, managers, developers and vendors. Librarians will continue to grapple with constant flux of technological changes, users’ behaviour, users’ expectations and the need to reinvent themselves and continue instilling information literacy knowledge to users.  Need to continually learn about our users.  Referred to the JISC/British Library report on the Google Generation - Information behaviour of the researcher of the future.

I have finally caught up on all my reading, amongst which was a very thought provoking post by John Blyberg entitled “Library 2.0 Debased“, which in turn was inspired by Kate Sheehan’s post “Are librarians culturally self-aware“. I recommend you check out both posts as well as the comments, there is some interesting reading there.

Anyway, the biblioblogosphere was buzzing over John’s post and I had read quite a few posts about it before I actually read the original. Normally I wouldn’t necessarily blog about the same thing, especially when there are so many others who have already done so, but after reading the post for a second time, then on reading some indirectly related content and mulling over it a bit more, I felt I had something more to contribute to the discussion.

Just as I was getting started, more came in that added to the mix - The essence of Library 2.0 from Meredith Farkas at Information Wants to be Free, Web 2.0 and Library 2.0: Its’ all about the stuff from Philip Bradley at Phil Bradley’s Weblog and Nobody ever said from Walt Crawford at Walt at Random. Again, I recommend you check them all out.

As a result, I am rethinking my whole attitude to Library 2.0. There has been a lot of difficulty in defining it, mainly because the term and the attitude it is supposed to define (user-centric, meeting them where they are at, etc) has come at the same time as the tools and many have been unable to separate the two or see that there has been any distinction between them. My overriding thought is whose fault is it that the message got lost? I know that I have been leading that bandwagon from my small perch and so I have some responsibility in that blame.

It has become cool, hip, its cutting edge, so if you are a happening library, you are doing Library 2.0. Understandable. The tools are ubiquitous, easy to use, are being used by our users and are mostly free. How can you not want to be all over them?

A lot of talk in the above mentioned blog posts is about vendors jumping on the bandwagon - which is understandable from their viewpoint - they’re giving libraries what they are asking for, whether they really know what they want or not. Is this a bad thing?

John Blyberg talked about how SOPAC hasn’t worked as he planned, but that’s part of being in libraries and in cutting edge stuff. As he says, we have to take risks and try things, some will work, some won’t and we will learn and move on to other things. Doesn’t mean we stop experimenting. As Meredith points out, just because it doesn’t work in one library, doesn’t mean it won’t work in another. Unfortunately, it usually takes time and resources which are in short supply in most libraries, making them reluctant to allocate them to things that may not work. Which makes me think that is why library vendors have such interest in their new Library 2.0 services - pay someone else to do all the work, cheaper and quicker. (questionable, but I am sure there are people out there who would think that way).

Which brings me back to the heading of this post. Ryan Deschamps at The Other Librarian posted We asked for Library 2. 0 and got Librarians 2.0. At the time I posted on it - Library 2.0 - its far from over, but now I think Ryan was right, to a certain extent it is, even here in Australia where it is still relatively new. If we want to stop the bandwagon leading our libraries astray and see them focussed on users and services, then maybe as individuals we need to drop the Library 2.0 and focus on being Librarian 2.0’s - at work and outside of it and just help our libraries to utilise and adapt the Web 2.0 tools that are appropriate for our users and our services. Our libraries should always have that focus anyway - regardless of what tools are available - its not one size fits all.

So my part will be to drop Library 2.0, but continue to be a Librarian 2.0, instituting Web 2.0 tools in my library as our users needs are assessed and I find that Web 2.0 is the best option. If Web 2.0 tools are not the best option, then we wont’ go there - at least I will try to make sure that doesn’t happen. As Phil Bradley said, they’re just stuff.

These are exciting times, with exciting new tools to play with. So I will continue having fun with them, inside and outside of work. However, I will also keep my focus on our users and do my best as a public librarian to provide them with best service possible - whatever means that will require - Web 2.0 or not.

There’s more in this discussion, but can’t get my head around it all at this time. Would love to hear your thoughts on it. For those of you going to VALA, hope to see you there!

I was surprised, but not so surprised to realise that I hadn’t blogged for over a month. That was for two reasons I suppose - one was that I have just been so busy and secondly I didn’t have the heart to post. Then tonight, I was just sitting at my computer, having had a day of overbooked commitments for the first time in over a week and I was ready again. I actually have a lot in my mind that I will get around to blogging about, but this topic is pre-eminent at the moment, so here goes….

This cartoon is one of a series from Unshelved, using the PC/Mac ad premise. They are well worth checking out, as is the series in general. Good for a laugh and sometimes very close to home as well.

That’s one thing that got me thinking about library websites. We are about to redo our library website. Its been 3 years since the last restructure and we haven’t done much with it. Not saying its static or anything - we have added new content, deleted old stuff, kept things current etc and we have even added 2 blogs in that time - a general behind the scenes blog and recently a local history blog as well as adding Google Maps for our branch locations and bookmobile sites. We even have a Flickr account with a small collection of photos from one of our branches - due mainly to its recent renovation and relaunch. That puts us a bit ahead of the curve in our state, as there are only 4 public library services (out of 45) that are blogging at present.

I’m not happy though, because I want more.

I want our website to be more than an online brochure and I would love it if the treasure that is available there was used more. Our catalogue is getting great use since our change of library system earlier this year and more importantly the elimination of reserve charges. Our catalogue is shared with a consortia of 9 public library services, so not only can our patrons place holds on our items for free, but for almost anything from any of the 8 other library services in the consortia also.

Most of our patrons come to our website to get to our catalogue. Totally understandable, its our stock in trade. Even with the improvements in our catalogue through having a new system, with the blogs, the google maps and more, we still have a mainly brochure type website. If we are to engage our users and attract new users, who may only visit us virtually, we need to do more.

And they are there to engage. The Australian Bureau of Statistics has been releasing statistics from the 2006 census. In our last census in 2001, our 2 local council areas had home PC ownership at about 21%, which was significantly below the state average. This census the question changed to home internet access and both our council areas were pretty much on the state average of 62%! And that is just home access, not access through school, work, the library or other locations. I am pretty sure that the percentage of our population with any sort of internet access that they use regularly is a lot higher than 62%.

We do have plans however. We plan to have a website which integrates the catalogue into the front end, not as a link to a separate location. We want more blogs. We plan to offer more RSS feeds, not only from our blogs, but also to new titles added to the catalogue etc. We want to post polls to get more feedback from our users. We need more Flickr photos and I am playing with what potentially could be our first podcast.

I would love to get the Library Thing tags on our catalogue, do podcasts and vodcasts of in-house seminars and maybe go out and do things too. And there’s a lot of potential in SMS or IM services also. Then there’s profiles on Facebook and/or MySpace, videos on YouTube, etc, etc. I could also go on about patron tagging and reviews etc, but this post is already long enough as it is.

But I feel like these things are all add ons to what is still essentially at its core, an online brochure at present. Whether our new website form will change that, I don’t yet know. I know we need the static information about branches and services, but is there another way we could be doing it? Can we change what a library website is at its core? If we can, how do we that and what does it look like when we do?

And who does it? I am only one person, working part-time. At present its me and my manager who do the website and there is never enough time in the day to keep current, let alone get ahead. Even two of us can’t make all this happen.

However, on this point I am happy to report that help is at hand. As a result of the State Library of Victoria coordinating the Victorian Public Libraries Learning 2.0 program for public library staff statewide, we have taken several steps in what I think is the right direction for our virtual services. Our local history librarian is now blogging local history and is doing a great job - after only a few weeks she has an armload of posts, with dozens more in reserve. A couple of our other staff are going to show a YouTube video as part of a teen Christmas wrap workshop they are running. Both great ideas and just the tip of the iceberg. We have more staff enthused and ready to go - waiting I guess for us to tell them how. (I must really get onto to that and soon…)

We had 44 staff enrolled in the program, which has just officially finished, with a third having completed it. If we are coming out with these ideas already, how many more might we expect, as others complete it in their own time, or as we get the other 42 staff to do it sometime in the next year.

So when I started this post, I was feeling a little frustrated, but now that I have had my rant and seen the positives that are happening, I am feeling a bit better. My biggest concern now is how to make our plans come to fruition. However, if we can get more of our staff as enthused as just a few of ones who have completed the program are, start tapping into their enthusiasm, ideas and skills more - we might just have enough people to be able to pull it off. This and more.

So thanks for sitting through my rant. If you or your staff haven’t done the Learning 2.0 program, I highly recommend it. Its hard work and can be time consuming, but its inspiring, challenging and fun! If you have any solutions for my brochure dilemma, I’d love to hear them. If you think I’m full of it, impatient etc - please let me know that too (but nicely). I won’t necessarily agree with you, after all, we have to have dreams and we have to aim high, but I would be interested in the feedback. Anyway, I’m back and have a lot to say it seems (just from the length of this post).

If you would like to read more on library web presences, besides the Unshelved cartoons, the following posts contributed to my thought processes - I recommend you check them out.
Technology Storm - Michael Casey and Michael Stephens (Library Journal)
Website or presence? - Kathryn Greenhill (Librarians Matter)
Ignoring our digital community - David Lee King

Stay tuned - I’m keen to waffle on more on other topics and won’t take a month to do so next time.

I haven’t blogged lately due to the preparations for my study tour, which I begin on Monday. Its going to be a full on trip away, but I leave behind my husband and two young children so there’s been a lot to organise here too.

I have wondered quite a bit about how I can separate myself from them for this length of time. Although I will be in regular contact with them through email, IM and mainly Skype (with a web cam of course), it is still not the same as being here. Its a great opportunity, I know, but there has to be something more there to make me choose this separation.

And there is. I am passionate about my work. I am passionate about my library’s website and making virtual services available to our patrons. I have been passionate about virtual services since I created our first library website in 1996 (which won an award from our State Library in that same year!). My passion has not changed, just been put on the back burner whilst I started my family and put my career on hold. Now that my children are a bit older and need me less demandingly, my passion is back with a passion!

I have always been passionate about being a librarian, but never put it into perspective much until I read a recent post on Creating Passionate Users, one of my new favourite non-library blogs. In “Don’t ask employees to be passionate about the company“, Kathy Siera points out that it is not the workplace that you should be passionate about, but the work.

And that’s what it is for me. Not that my library is a bad place to work - its not. They have given me the opportunity to do the sort of work I love doing, with the flexibility of part-time hours and being close to home. I’m a good, reliable employee, giving them dedication, good work and more - its a good business arrangement. And as Kathy points out and as my library is doing, its about tapping into that passion and supporting staff in it. The resulting outcomes will be great, for the individual, for the work and for the company/organisation.

I’m going on Monday, passionate about what I am going to do but also leaving behind another thing that I am passionate about - my family. Their support has been amazing though and so I am going. Expect to see a lot more posts over the next 4 weeks, as I blog about all the things I learn during the study tour and attendance at Computers in Libraries 2007. I’m sure it will be more than just about virtual services.