#EMEARC16 - OCLC: Worldwide, member-driven library cooperative€¦ · Library Premises Vision for...
Transcript of #EMEARC16 - OCLC: Worldwide, member-driven library cooperative€¦ · Library Premises Vision for...
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Copenhagen Libraries and Generation Z
Rasmus Fangel Vestergaard
Librarian and Project Manager
Copenhagen Libraries
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Creating in Libraries
How do we capatilaze on this in the context of our other services?
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New way of utilizing the hours of the workday
2.500 daily workhours (340 x 7,4) redistributed
amongst relevant services
The experiment
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CreatingKnowledge
SharingCreative spaces
Learning and participation
Courses, clubs and fora
Inspiration, communities and funEvents, mediation and flexible libraryspaces
Easy access and suitable facilitiesDigital library, expanded opening hours
andmoderne library spaces
Literature, music, movies and databasesIntellingent material management og digitalization
Creation of
value
Digitalization
Digital services
Selfservice
Userinvolvement
Voluenteering
Partnerships
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Digital succesWhere is everyone?
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Making your own content
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Strategy, tactics and
maneuvering
Information skills
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Information skills
Workshops.
Personal service.
Digital themeguides.
Innovation class.
Flipped learning.
Early start.
Lifelong focus..
In context.
Standing on the shoulders
of geeks.
Tactile information.
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How to delieverpersonalized services with reduced personalservice?
How do we create a flow between our popularservices and targetedservices in general?
Challenges
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The Selfie Generation Meets the Library – Are We Ready?
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New thinking for new generation?
• Scientific libraries are facing a new situation: the selfie
generation demands the library to be different
• Why do we have to adapt to change?
– libraries are service organizations and should listen to their
customers’ needs
– in order to survive and flourish even an established organization
has to evaluate and find new ways of doing things
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CaseTurku University Library:
factors behind change
• changing ways of studying and teaching
• customers’ wishes (students)
• scattered physical structure of the library and its impact on
service
• demand for cost effectiveness
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WHAT DO STUDENTS WISH -
AND HOW DO WE KNOW IT?
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What have the students wished?
Regarding library premises e.g.
• Different kinds of study areas
– Places to relax and socialize
– Places for group work
– Places where you can study regardless of time
– Silent studying areas
– Areas to use laptop / tablet / mobile phone
– Areas where you can study and discuss in an ordinary manner
– Possibilities to stand / sit / lie when working
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What have the students wished?
Regarding library services e.g.
• Instruction videos on the use of library and electronic materials
• Help in service, e.g. how to use electronic materials
• Extended opening hours and possibility to use premises 24/7
• More study materials
• Personal service instead of self-service, good and competent
service
• Laptops for loan
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But they also have contradictory
wishes…Like
– Screens between tables (study places) vs. open areas
with couches where to relax
– Silent individual study places vs. places to discuss in
groups
– Printed material vs. electronic material
– Personal service vs. virtual service
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How do we know?
• We have various ways to listen
– Opinions and comments in LibQUAL+ customer satisfaction
survey (done every 2 – 3 years)
• in 2012 a bit over 66% from respondents were students (from 1st year
students to master’s degree phase)
• In 2016 almost 80% from respondents were students (from 1st year
students to master’s degree phase)
– Regular target group interviews e.g. with Students’ Union and
student organizations
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How do we know?
– Students’ views in planning processes of new library premises
(renovations, new premises)
• Student representatives always participate to library premises
projects
– Direct customer feedback,
documented and analyzed according to our Quality Manual
• feedback form in library web pages (continuous feedback
possibility)
• oral feedback given in customer service situations in libraries
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CHANGES BASED ON VISIONS
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Library Premises Vision for 2016
The library develops its facilities so that they correspond to the ever-
changing ways of conducting research, teaching and studying.
The library centralized its services to larger physical units, from 19 library
units to 6.
The customer facilities turn into modifiable meeting points, where comfort
is the focus of attention.
The library may also have “multi service centres” together with other units
(e.g. the services of Academic and Student Affairs and the IT Services).
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Library Premises Vision for 2016
• The facilities of the library are used in a
new way: the quiet library will be loud!
• The Library also provides facilities in
which different levels of silence are
taken into consideration and increases
the transformability and
multifunctionality of customer facilities.
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Library Services Vision for 2016
The library reforms and diversifies its service concept and advances the
accessibility and usability of its services.
Accessibility has been increased by combining small libraries to larger
units. Collections from closed stacks are moved to open shelves.
Shift to electronic material ensures accessibility regardless time and
place.
Circulation desks have been removed from all new or renewed premises
and substituted by customer service zones where library personnel and
customers meet.
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Library Services Vision for 2016
In the direct customer service, an interactive and seeking service model
is introduced.
Automation and self-service have shifted the emphasis in direct
customer service from ‘routine tasks’ to more guiding and problem
solving types of tasks.
More ‘personal’ customer service situation hopefully grows our
understanding on customers’ needs and wishes.
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Innovative reshaping of existing
premisesQuantum library
• A former physics libary, a former hallway/lobby area and a
former preparatory laboratory were taken over by the
library and turned in to a ”living room library” with walls to
write on
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Quantum Library
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Quantum Library
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Innovative reshaping of existing
premisesFeeniks library
• Massive circulation desks were removed to create
modifiable meeting points for students and staff to mix
• Movable sofas and couches enable comfortable corners
and groups for studying and socializing
• Inspiring cultural views from balcony offer a nice break for
students
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Feeniks Library
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Feeniks Library
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Feeniks Library
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Creating new of old
Teutori library
• Old shoe factory was formed to a modern library with
unusual combination of disciplines: it comprises the
medical library and the former separate libraries for history
sciences and arts
• Both individual and group working in different positions,
e.g. by lying, are made possible
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Teutori Library
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Teutori Library
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Creating new of old
Turku School of Economics library
• Former printed collections area was changed in to 24/7
study area
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Turku School of Economics Library
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Students’ feedback and comments• Student organisations tested our libraries and reported on it in
their blogs:
Teutori library (medicine, history, culture and arts studies):
nice premises and use of colors, 24/7
premises, areas for different silence
levels, quiet studying areas are quiet,
many bookable group study roomsglass walls in studying areas
widen the space, efficient
lamps in desks, enough
desks and enough sockets,
coat racks in many placesopening hours (especially
Saturday), copying credits
selling point, cafés and
lunch places nearby
you might get lost
(many floors), fitted
carpet feels ‘stuffy’,
padded chairs, desks
too small
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Students’ feedback and comments• Feeniks library (languages, legal deposit collection)
areas for different voice levels,
bookable group study rooms
and other areas for group work,
computer class and customer
computers, nice sofas
good customer service,
long opening hours, nice
atmosphere, excellent
views from the balcony
no cafés or vending
machine, no cafés
nearby, ‘rush hour’
around noon
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Students’ feedback and commentsQuantum library
(mathematics and natural
sciences)enough desks in study
areas, 24/7 premises,
customer computers,
student restaurant nearby
enough group study
places to use without
reservation, 24/7
premises, well
renovated and
innovative use of
space, nice decoration,
student café nearby
busy library
Turku School of
Economics library
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Feedback and comments from customers
• Feedback from our feedback channel (feedback form in web pages)
New library premises
are very nice, open
and inviting
Lovely library! Especially
the use of colors,
comfortable furniture,
spaciousness and
lightness.
Functional desks and
chairs, good lightning,
enough sockets!
Thanks for
quiet study
area!
Atmosphere is nice
and customer service
excellent!
Customer service
point has no table
for customers (to
put books, bag)
Thanks for
different types of
study areas.More ’private’
places to read.
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CHANGE AS ONGOING PROCESS
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The way to proceed• The library develops its services in collaboration with the academic
community and tailors them accordant with disciplines, departments
and the needs of the research groups.
• The library markets its services actively as per target group and
communicates its resources and services in a timely fashion.
– The library has started to create and realize a more tailored marketing of
services and resources than before.
– The traditional ways are still used, such as webpages, teaching sessions,
informal contacts, advisory boards.
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The way to proceed– Road-shows on the campus to promote important issues, e.g. the use of
electronic course books.
– New kind of approach is also planned, such as pop up –marketing for a
special group, special occasion or theme.
– Using various social media channels, e.g. in collaboration with students
• Our customer satisfaction survey (LibQUAL+) was promoted in
Students’ Union Facebook and Twitter
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The way to proceed• Also other units have promoted new library premises
– Student organisations have organized fund raising events in library
premises
– Literary evenings in collaboration with Department of
Contemporary Literature and author
– University Communications have used library premises in e.g.
when making a video on new University Strategy for personnel
• All this helps customers to see the transformability and
multifunctionality of library premises and to figure out new ways to use
them
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Thank you
Ulla NygrénLibrary Director
Heli KokkinenHead of Library Services
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Promoting an integrated approach to
developing essential digital literacies
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Scalable &
Sustainable
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Contextssituated, authentic
and meaningful
Learning Literaciesacademic, information, digital, data, media, visual, social, …
Practices(the things people do)
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I am…
I apply…
I can…
I have…
I know
of…
Learning Literacies Development FrameworkAdapted from Beetham and Sharpe (2009)
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Librarians(and other providers
of services)Students &
Academic Staff
Communication and knowledge gap
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Building Bridges
Digital
Literacies
Academic/
StudentLibrarian
(Service Provider) Modeling and representing
practices mapped
to available services
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#EMEARC16
Nurturing communities of inquiry and of practice
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Learning Activity Design
Learning
literacies
Subject specific
knowledge
Conversations about designing for learning
Practice
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Learning
Activity
Design
Service
ProviderSubject matter
specialistLearning
opportunities
Open
Educational
Resources
(OERs)
Multimedia
Development
Course
Staff
development?
Academic
Educator
Student
Librarian
IT
Specialist
Staff
Developer
Digital
Literacies
Staff development?
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#EMEARC16
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Thank you
Joe NichollsCardiff University