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Exceeding User Expectations of Libraries January 20, 2007

Exceeding User Expectations of Libraries January 20, 2007. Doug Loynes Director, Content Initiatives OCLC, Online Computer Library Center loynesd@oclc.org. Outline. User expectations OCLC’s mission and approach Things we’re doing today What’s coming up.

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Exceeding User Expectations of Libraries January 20, 2007

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  1. Exceeding User Expectations of LibrariesJanuary 20, 2007 Doug Loynes Director, Content InitiativesOCLC, Online Computer Library Centerloynesd@oclc.org

  2. Outline • User expectations • OCLC’s mission and approach • Things we’re doing today • What’s coming up

  3. www.oclc.org/reports/2005perceptions.htm User expectations • Collections • Services • Experience

  4. Collections – themes • Books, books, books • Lots of copies • New titles • Broad selection

  5. Services – themes • Self-service • Professional assistance • Marketing

  6. Collections – quotes “My library needs to expand its horizons and add more books that appeal to more people.” “Replace outdated scientific and technical books.” “People go to the library for . . . intellectual resources.” “When there is a new book out, try to get it fast and get plenty of copies [or else I’ll] forget about it and lose interest.”

  7. Services – quotes “Make it easier to find the information by yourself.” “Automatic check-out.” “Assistance should be more readily available.” “There is always someone there to help when it’s needed.”

  8. Services – quotes “Let people know what you can provide.” “Advertise on the T.V. or have ads on the Internet. I think some people are a bit busy and forget about libraries. So if you remind people by doing this, then you will get more people in.”

  9. Experience – themes • Modernize • Inviting atmosphere • Support end user lifestyles

  10. Experience – quotes “Be more hip.” “Better lighting.” “Replace the furniture.” “Provide a more homey atmosphere.” “[Stay modern] without losing [your] charm.” “Realize people’s time is as valuable as yours.”

  11. Experience – quotes “Hire more cheerful workers (honestly, it seems as if they’re just waiting for five o’clock to roll around so they can go home and kill themselves).” “Keep smiling.”

  12. How • Make it sticky • Library “capacity” • Partner, partner, partner

  13. Make it sticky • Self-service • Easy navigation • Search globally, act locally

  14. Library capacity • Collections • Services • Community, Place, Expertise

  15. Partner • Syndication programs • Self-service partners • Network interfaces

  16. New partnerships

  17. Via Google Book Search

  18. Via Google Book Search

  19. Via Google Book Search

  20. Via Live Academic Search

  21. Via Live Academic Search

  22. Via Live Academic Search

  23. WorldCat search traffic

  24. WorldCat.org

  25. WorldCat.org

  26. WorldCat.org

  27. WorldCat.org

  28. WorldCat.org – traffic Month over month Referrals In millions 10 6 2 Jul Aug Sep Oct Nov Dec

  29. Clicks to library services

  30. WorldCat.org – traffic Monthly Volume 10M 550K % increase YTD 76% 183% Total referrals Click throughs to libraries (FY07 vs. FY06)

  31. Before WorldCat.org – Linking to libraries

  32. Now WorldCat.org – Linking to libraries

  33. Firefox Google Yahoo! WorldCat.org

  34. Subject: Napoleonic Wars Author: Stephen King Title: The Old Man and the Sea

  35. What we’re doing today – WorldCat.org demo • Browsing titles • FRBR • Relevancy ranking • Multilingual interfaces • Requesting materials

  36. What’s coming up: community • Personal customization • Citation and bibliography management • Ratings, reviews, recommendations • Tagging and personal cataloging

  37. Collections – quotes “Until this survey, I didn’t realize that a library might have music, movies and audiobooks to borrow.”

  38. WorldCat.org – Beyond the book FirstSearch Base Package content indexed in WorldCat.org ArticleFirst, ERIC, GPO, Medline Resolution to full text from WorldCat.org Links to full text for free materials Full text on OCLC (ECO, WilsonSelect) as authenticated Full text hosted outside OCLC, via local resolver

  39. Other • Institution search • Expertise search

  40. Summing up – users • Equate libraries with books • Value library services – that they know about • Start elsewhere online for information • Expect friendly customer service

  41. Summing up – WorldCat.org • Reaching users where they are online • Representing libraries, their collections & services • Engaging end user services • Build the library brand

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