Somewhere Out There: Library Services for Distance Education Students

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

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

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

9. 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

10. Staffing

11. 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

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

13. Statistics – from 1986-2002

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

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 Electronic (virtual) orientation • Destroy personal documentation • Purge files • Remove outdated resources • New physical resources: - fax - computer - printer

16. Online request form

17. Request – tracking database

18. Request List

19. Individual Request - top

20. Individual Request - bottom

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

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

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

24. 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

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

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

27. 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

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

29. OCLS Website

30. List all services:

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

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

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