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Somewhere Out There: Library Services for Distance Education Students

Somewhere Out There: Library Services for Distance Education Students. Gina Matesic University of Guelph-Humber Ontario Library Association Jan. 31, 2004. Many names, Many duties. Distance Learning Support, Off-Campus, Outreach, Extension Services, etc. New language, orientation

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Somewhere Out There: Library Services for Distance Education Students

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  1. Somewhere Out There:Library Services for Distance Education Students Gina Matesic University of Guelph-Humber Ontario Library Association Jan. 31, 2004

  2. Many names, Many duties • Distance Learning Support, Off-Campus, Outreach, Extension Services, etc. • New language, orientation • Position = diversity of duties & users • Issues: - service delivery - operations - communication

  3. Liaise with multiple service areas Stretch skills in new areas Represent at high level Geographic (remoteness, time zones) Technological Operations (budget, staff) Opportunities & Challenges

  4. Resources/Support • CLA Distance Library Services • ACRL Distance Services • Off-Campus Library Services Conference (biennial) with proceedings • 3rd Cdn Off-Campus Lib. Services survey • Library Services for Dist. Learning (Cdn) • Library Support for Distance Learning (US)

  5. Service Delivery • User definitions based on: geography enrolment partnerships history

  6. Other library service areas • Document delivery • ILL • Circulation • Reserves • Coordination across libraries

  7. Operations • Model • Human Resources • Physical Resources • Processes

  8. Decentralized ALL your students Use existing staff and efficient processes Minimal staffing & less overhead costs Centralized Separate budget = see $$$ directly Costs = no minimize impact Designated staff = familiarity/advocacy Operational Model

  9. Staffing

  10. Present: Office/storage Mailing/courier Phone (1-800) Fax Circulation computer Access to Photocopier Access to Printer Future: Virtual reference Web applications with technical support Printer New fax machine Physical Resources

  11. External Liaison meetings Info-gathering Public Service representation Internal Request transactions Statistics Resource development Processes

  12. Statistics – from 1986-2002

  13. Paper - based • Requests • Files • Inter – library requests

  14. Electronic (virtual) orientation • Destroy personal documentation • Purge files • Remove outdated resources • New physical resources: - fax - computer - printer

  15. Online request form

  16. Request – tracking database

  17. Request List

  18. Individual Request - top

  19. Individual Request - bottom

  20. For user: Web-based User – centred/autonomy For staff: Multiple access Service tracking Report generation on multiple variables Request tracking database

  21. Information Literacy • User demographics • User experience/history with service • Changing expectations • Continuum of approaches

  22. Information Literacy Continuum Independent Suggested Items Question Book list Citations Full Question

  23. Questions Full question Suggested items Book list Citation list Independent user Discussion with student Keywords, item type OPAC screens & course article list More resources (government docs, internet) Never see IL Strategy

  24. Planning & Assessment • UM Libraries 1996 report • CLA / ACRL guidelines • Current state of service • Future plans

  25. Communication • Constant • Essential • Numerous stakeholders • Many strategies

  26. Marketing & Outreach • FREE daily resources to users: - phone message - personal discussions - website (library and DE dept.) - e-newsletter - auto-response to email - fax cover sheet (newsletter) or checkout slip

  27. Marketing & Outreach, cont’d • DE & other dept. print materials • Bookmarks • Magnets • Item slips • Brochures • Surveys

  28. OCLS Website

  29. List all services:

  30. Brochure example • Found on internet • Templates also available at office.microsoft.com

  31. Survey example • Borrowed from another needs assessment • Short, clear and incentive included

  32. Conclusion • Dynamic librarianship • Every day is different! • Issues touch all areas • Attention

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