Promises and Perils of Web 2.0 in Special Libraries

KSU-SLA SymposiumFebruary 28, 2009

Michelle Kraft, MLS AHIPSenior Medical Librarian

Cleveland Clinic Alumni Library

Web 2.0 Connecting Users to Libraries

Not a new concept just new tools More resources are online, need more online

connections Society and users are changing, they are

more mobile and more independent Gen X and Millennial in the workforce

A Contrast of Generations (cont.)Millennials Older Workers

Prefer to “construct” their own knowledge from experiences

Prefer to receive instruction in a logical sequence and understand what they are going to learn and its purpose

Prefer to interact with peers Like the role of listener or viewer

Tend to be more visual and kinesthetic learners

Tend to be more text-based learners who are careful observers

Are flexible, adaptable, and comfortable with the uncertainty that characterizes their change-driven world

Resist change and are uncomfortable with doing things differently but generally find coping strategies to live in this change-driven world

Forrester Researchhttp://www.forrester.com/Events/Content/0,5180,1191,00.ppt#336,9,A contrast of generations (cont.)

A Contrast of GenerationsMillennials Older Workers

Used to receiving information quickly and from

multiple sources in real time and processing

immediately

Used to receiving information linearly, thinking about it and digesting it

Like to parallel process and multi-task i.e. listen to music, talk on the phone, and answer email all at the same time

Like to proceed step-by-step and do tasks in order

Prefer to look at graphics and then maybe read the text

Read text first and then review graphics

Like to work in peer groups and are more learner-centered with teacher as a guide

Like individual work and are more teacher-centered with teacher as the “sage”

Have little tolerance for delays; expect Web pages to load immediately; generally respond quickly to email

Are happy when the technology works; show more patience but also experience frustration; tend to do less experimenting with technology but use it for the purpose it was intended and in the manner instructed

Forrester Researchhttp://www.forrester.com/Events/Content/0,5180,1191,00.ppt#335,8,A contrast of generations

Special Libraries Users and 2.0 Technologies Defined user group with defined needs

Easier to find tools that address these needs Education efforts more specific

Specific computer and software platforms Design and maintain for one platform Narrows down types of tools

Subject specific core library resource Narrows down the potential tools Increase usage of library resources

2.0 Tool Usage in Special Libraries

Amanda Etches-Johnson blogwithoutalibrary.net

Most Common Applications

Communication: Internal and External Current awareness services Reference Services

Communication

Reference desk wiki or blog Internal - active issues, tick sheet, desk

schedule External – product reviews, policy changes,

user education What’s new blog

New products, construction updates, newsletter

Communication

IM or microblogging, videos Chat Ref, Chat Collab, Tutorials

Outreach Facebook, SecondLife External website

Government on Second Life

Current Awareness and RSS

Feeds of TOC to journals, news feeds Saved searches on databases New additions to the catalog

Reference Aids

Subject wikis Each subject guide/page is a wiki allowing for

quick additions and changes del.icio.us as the subject guide

Social bookmarking within catalog Search by user tags in addition to subject

Bookmark journal literature Connotea, CiteULike

Common Barriers

Staff and patron buy in IT Corporate policies

Many corporations, hospitals, etc. don’t have written policies on blogging, wikis, IM etc.

Image branding forces use of tools

Buy In

Staff buy in Unfamiliar with new tools Time factors for learning and using Too trendy

User buy in Unfamiliar with new tools Confused by terminology Other concerns

IT Department

Intranet vs. Internet Two sites = twice the work Public vs. private (proprietary) information Off site access?

Firewalls and IPs Blocking of content IP range changes and issues Off site access?

IT Department

Bandwidth Large bandwidth programs often blocked

Security Protocols Confidentiality Sensitive data

Hardware and Software Standards Computer specs Operating systems Software installation

Corporate Policies

Many corporations or hospitals don’t have written policies on blogging, wikis, IM etc. Job duties, work time? Viewed externally?

Image and branding forces use of tools Company web content management system

does work with blogs or wikis Very concerned about logos, names, etc. on

off site products.

How to Avoid the Perils

Know your users Needs assessment

Build support Focus on solving the problem not the tool

Know the technology When to involve IT and when to experiment

without IT Careful branding

Be extremely careful with externally available applications

How to Avoid the Perils

Pick your battles and tools! Easy to implement, less resistance

Keep usage statistics! Google Analytics Document and collect anecdotal evidence

Pair it up with a pet project Cost savings, patient safety, etc.

Final Thoughts

Think about the users Get to know the IT department Patient persistence is key