Post on 06-Mar-2018
transcript
OCLC Online Computer Library Center
Exceeding User Expectations of Libraries
January 20, 2007
Doug Loynes Director, Content InitiativesOCLC, Online Computer Library Center
loynesd@oclc.org
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Outline
User expectations
OCLC’s mission and approach
Things we’re doing today
What’s coming up
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User expectations
www.oclc.org/reports/2005perceptions.htm
Collections
Services
Experience
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Collections – themes Books, books, books
Lots of copies
New titles
Broad selection
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Services – themes
Self-service
Professional assistance
Marketing
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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“Replace outdated scientific and technical books.”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.”
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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.”
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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.”
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Experience – themes
Modernize
Inviting atmosphere
Support end user lifestyles
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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.”
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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.”
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OCLC exists to further access to the world's information and reduce library costs by offering services for libraries and their users.
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Make it sticky
Library “capacity”
Partner, partner, partner
How
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Make it sticky Self-service
Easy navigation
Search globally, act locally
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Library capacity
Collections
Services
Community, Place, Expertise
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Partner
Syndication programs
Self-service partners
Network interfaces
Via Google Book Search
Via Google Book Search
Via Google Book Search
Via Live Academic Search
Via Live Academic Search
Via Live Academic Search
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WorldCat search traffic
0
20
40
60
80
100
120
FY03 FY04 FY05 FY06
Millions
Open WorldCat
Group Catalog
WorldCat on FS
WorldCat.org
WorldCat.org
WorldCat.org
WorldCat.org
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WorldCat.org – traffic
0
2,000,000
4,000,000
6,000,000
8,000,000
10,000,000
12,000,000
2005 2006
Jul Aug Sep Oct Nov Dec
10
2
ReferralsIn millions
Month over month
6
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0100000200000300000400000500000600000
Jan
'06
Feb
'06
Mar
'06
Apr
'06
May
'06
Jun
'06
Jul '
06
Aug
'06
Sep
'06
Oct
'06
Clicks to library services
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WorldCat.org – traffic
Total referrals
Click throughs to libraries
Monthly
Volume
10M
550K
% increase
YTD
76%
183%
(FY07 vs. FY06)
WorldCat.org – Linking to libraries Before
WorldCat.org – Linking to libraries Now
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WorldCat.org
Firefox
Yahoo!
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Subject: Napoleonic Wars
Author: Stephen King
Title: The Old Man and the Sea
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What we’re doing today – WorldCat.org demo
Browsing titles
FRBR
Relevancy ranking
Multilingual interfaces
Requesting materials
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What’s coming up: community Personal customization
Citation and bibliography management
Ratings, reviews, recommendations
Tagging and personal cataloging
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Collections – quotes
“Until this survey, I didn’t realize that a library might have music, movies and audiobooks to borrow.”
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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
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Other Institution search
Expertise search
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Summing up – users Equate libraries with books
Value library services – that they know about
Start elsewhere online for information
Expect friendly customer service
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Summing up – WorldCat.org Reaching users where they are online
Representing libraries, their collections & services
Engaging end user services
Build the library brand