Information Services in the Modern Academic Library

Information Desk SkillsNUI Maynooth

2nd December 2005Ellen Breen, DCU

Presentation Overview

Changing Environment– Teaching and learning – Research– IT– Information Resources- Users

Service challenges / responses

Changing Environment Teaching & Learning

Learner centred approachinquiry-based learning/ problem based learning

E-learning and e-support VLEs

Increased independent/flexible learning opportunities

Skills

Changing Environment Research

Huge increase in funding 2000 –

New research centres

- research only staff

-research students

Collaboration

Changing Environment IT

Laptops

Wireless

Remote Access

Changing Environment Information

The web (google)

Full-text journals

E-books/Reference

- Hybrid Library

Changing EnvironmentLibrary Users

Who are they?Students

Web generation/millenials Mature (part-time) International

Staff Academic / Admin / Research only

Other

Where are they?Students

Computer labs, student res, classrooms, school/depts, student union, cafes, off-campus, library

Staff

Depts, research centres/labs, other insts, off-campus, library

The Web Generation

Net Generation/MillenialsBorn after 1982Grown up with PCs, Video, Games (digitally literate) Learning preferences: teamwork, visual, experiential

activities, use of technologyWork in groups / multi-task / goal orientation/positive

attitudeInstant messaging, value immediacy, interactivity,

personalisation and mobility

TV Gen PC Gen Web Gen

Web What is it? Web is a tool Web is oxygen

Community Personal Extended Personal

Virtual

Perspective Local Multi-national Global

Career One Career Multiple Careers

Multiple reinvention

Loyalty Corporation Self Soul

Authority Hierarchy Unimpressed Self as expert

Source:Oblinger, D, 2004

Service Challenges

One size won’t fit all

Understanding our users, their needs and meeting them effectively (pro-active)

e.g. researchers - recent survey: 96% access resources from own dept/centre

Push / Pull

Point of need

Service response Information Desk Services

Do we need an information desk?query stats declining…

One “service” desk?

We need both synchronous and asynchronous “reference” services- each will appeal to different user groups- must remain user-centred- help at point of need

Service response Information Desk Services

Synchronous ServicesFace to face desk support – personal touch!

- Increased emphasis on how to find and evaluate information Support by appointmentPhone/Live chatRoving support (not just in the Library?)

Asynchronous ServicesEmail / Web form

Services - response

Information Literacy

Resource discovery tools- seamless access / single search interface / library portals

Personalisation e.g. My Library

Effective marketing of services

Staff

Training and development…Service oriented Quality drivenFriendly – excellent communications skillsIT skillsFlexibleEnjoys a challenge and loves change

Core function of “reference services” (Samuel Sweet Green, 1876)

1.Instructing the reader in the ways of the library2. Assisting the reader with his queries3. Aiding the reader in the selection of good

works; and 4. Promoting the Library within the community