Niels Ole Pors Professor Det Informationsvidenskabelige Akademi

1. Kvalitetsmätning, kvalitet og brukerpreferencerMed siktet inställt på forändringUmeå, 24 – 25 marts 2011 Niels Ole Pors Professor Det Informationsvidenskabelige Akademi

2. Agenda • An example: Renewals, ILL and affordance theory • The discourse in the profession and users’ preferences

3. Background information for ILL & Renewals It is important to note that the Danish library system by law and regulation have to be viewed as one system. All libraries have the obligation to participate in the nation-wide arrangement concerning interlibrary loans. In Denmark, all citizens have access to the joint holdings of all libraries through a national database named bibliotek.dk. Users have the right to order material from every library in the country and get it delivered at their local library, be it a public library or a research library. The act states very clearly that all citizens have the right to loan materials from all libraries in the country. The act also emphasizes the principle of the cooperating library system meaning that all types of libraries have to participate in the interlibrary loan system. Bibliotek.dk can be considered as the technological facilitator of these intentions.

4. Loans and Renewals in Public Libraries in millions

5. Renewals as % of loans in Public Libraries

6. Renewals % and categories of media – public libraries

7. Downloads in 16 academic libraries in millions

8. Loans and Renewals in 16 academic libraries in millions

9. Renewals as a % of loans in 16 academic libraries Variation between 24 and 80 % depending on library

10. Facts about renewals • Dispersion between 12 and 68 % of loans • Highest proportion of renewals is found in the Copenhagen area and in the vicinity of other large cities

11. 16 academic libraries ILL loans and the proportion going to public libraries

12. ILL borrowing public libraries • 3 public library systems have over 60 % of their incoming interlibrary loans from the academic libraries. It is the libraries in 3 of the biggest cities in the country and they all are situated in cities with universities and many other institutions for further education. • A look at the top 10 list gives additional support for the thesis about a correlation between size, number of students and loans from academic libraries.

13. Facts about ILL If we look at and compare the data from the 16 academic libraries interlibrary loans in 2007 and 2009 we can see that the interlibrary loans among research libraries are decreasing a bit but the loans to the public libraries are increasing. The differences are small but they constitute a trend that clearly substantiates the theses above concerning factors affecting the flow of documents between libraries and library sectors. The flow of material from the academic libraries to the public libraries increases and constitutes a major part of the academic libraries loans to other libraries. The flow of documents among the academic libraries decreases, not much but a bit every year establishing a trend.

14. The CFQ in Public Libraries • The CFQ (collection failure quotient) is the relation between collection size and ILL borrowing

15. Correlation: CFQ vs Collection per capita R R=-0,28 R = -0,25

16. Correlation: CFQ vs expense per capita - materials R = -0,30

17. Affordances

18. Conclusions • Renewals and ILL means a diminishing local availiability • Renewals and ILL are symptoms of a changed user behaviour • Renewals are supported indirectly by the libraries through e-mail or sms-notifications about the end of the loan period

19. Renewals Convenience vs decreasing availiability Notification increases the amount of renewals The libraries’ income coming from fines decrease The decreasing local availiability increases the ILL ILL Topical needs turn to title needs implying many requests resulting in many unnessary reuests Students order study literature picked up at their local public library ILL is correlated with other interesting statistical factors like expense, collection size and others Conclusions

20. Conclusions • Affordance theory combined with ecological perspectives give a systematic way to look a the relationship between intentions and perceptions • It focuses the view on intended and unintended effects of service improvements

21. Discourse • Dominant themes • What the profession is occupied with and how they talk about the themes or the ideological framing of the themes • And it is getting significance or meaning by • the themes the profession do not talk about either because it is taken for granted or considered obsolete or insignificant

22. What they are talking about Third place or meeting place Social technologies and collaboration Social capital Information literacy Open libraries 23 things integration learning Matrix structures and team based manangement Citizen advice services Library as a third place Library driven net services Interoperationality between physical and digital information rooms User driven innovation interope Social technologies Information literacy Navigating in a multi-cultural environment Change and innovation

23. What they are not talking (so much) about Establishing a solid knowledge base Availibility of materials Collections and collection managemnt Decreasing lending Possible negative consequences of the logic of net services Segmentation of user needs and behaviour economics EBLIP Income generation Consequences of extensive weeding Changes in search behaviour and needs due to tochnology Selection policies and strategies Diminishing local availabiblity

24. 3 danish surveys • Furesöe (2006) a study of 3 libraries, their users and non users • High school students (2007) a nation wide study of high schools studens and their use of libraries and information resources • Aarhus (2009) A study of 2 libraries and their users.

25. Time in library

26. The users’ stated purposes in relation to their library visit in two libraries in %

27. The users’ activities during their library visit in two libraries in %

28. The users’ perception of the significance of different services in two surveys

29. The students’ perceptions of the importance of services and facilities

30. Significance of services and facilities in relation to demographics in Aarhus.

31. Problems measuring user satisfaction • Transactional and general satisfaction • Expectations, experiences, general perceptions…….. • Satisfaction and absence of satisfaction • Dissatisfaction and absence of dissatisfaction • Irritants and their influence on satisfaction and dissatisfaction • Significance for users and behavioural changes

33. Drivers of change Internal drivers External drivers Globalization Educational level Demographic changes New needs in the market Competition Technology Legislation New trends Standards and recipes New staff New technology Effectiveness New services New leaders Organisational adaptability Change drivers

34. Conclusions and perspectives • Very modern and change oriented directors and staff • Innovative organisations • Users are diversified and do have very traditional views of the relevant service provision • Two different discourses on the public library and its place in society • A growing difference between the provision and peoples’ perception of the relevant provision • The absence of dissatisfaction is probably an indicator of a rather low significance of the library in everyday life

35. A few references • Pors, N. O. (2007) Gymnasieelever og biblioteker. En undersøgelse af 998 gymnasieelevers brug af biblioteker og informationsressourcer. Kbh. Biblioteksstyrelsen. Rapporter fra Biblioteksstyrelsen 5. 62 sider. • Pors, Niels Ole (2007) Strategi, værdi og kvalitet: Teorier og metoder. 1 Kbh. Danmarks Biblioteksforenings forlag. 63 sider • Pors, Niels Ole (2007) Strategi, værdi og kvalitet: Værktøjer og indikatorer. 2. Kbh. Danmarks Biblioteksforenings forlag. 58 sider • Pors, Niels Ole (2008) Trust and Organisational Effectiveness: Discrepancies between users’ service preferences and the library system’s construction of their needs. Performance Measurement and Metrics 9 (1) 59-68 • Pors, Niels Ole (2008) Traditional Use Patterns?: An analysis of high school students’ use of libraries and information resources. New Library World 109 (9/10) 431 – 443 • Pors, Niels Ole (2010) Citizen Services and Public Libraries: An analysis of a new service in Danish Public Libraries. New Library World 111 (7/8) 263-272