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The challenge of delivering on user expectation in a one-click world

The challenge of delivering on user expectation in a one-click world . Joanne Percy Eastern Washington University & Krista Higham Millersville University. User expectations are a challenge. In a world that is increasingly digital….

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The challenge of delivering on user expectation in a one-click world

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  1. The challenge of delivering on user expectation in a one-click world Joanne Percy Eastern Washington University & Krista Higham Millersville University

  2. User expectations are a challenge In a world that is increasingly digital… • … user expectations threaten to exceed the capabilities of libraries to fulfill them

  3. We live in a one-click world • Users accustomed to Amazon and iTunes want one-click access. • Yet ordering an eBook in a library is almost always a complicated process.

  4. Waiting in line for an eBook? Waiting in line for an eBook seems as antiquated as the card catalog

  5. The digital revolution has faltered • The idea of increased accessibility promised by digital materials has been compromised. • Significant technical and licensing issues are proving near insurmountable. • Interlibrary Loan Departments are facing higher cancellation rates – often due to licensing problems.

  6. Libraries and publishers are at war Interlibrary Loan is still mostly print-based – eBook lending is possible but publishers are resisting The result is a crisis of accessibility

  7. Lending eBooks Does your library/organization loan e-books via Interlibrary loan? No 92.40% Yes 6.10% Unsure 1.50%

  8. No, The person who does our negotiating is good about telling us after the fact, however. Our acquisitions person is very territorial and disorganized, does not appreciate being asked about the licensing parameters, or anything else, ever. From the technical standpoint, I'm not sure how it would be possible to lend an e-book. To me, it would only be acceptable if the end-user had the same access as the patrons at the lending institution.

  9. Negotiating contracts Is your ILL department involved in e-book licensing negotiations? [For example: directly involved with the vendors or indirectly with your acquisitions and collection development dept.) No 77.80% Yes 14.30% Unsure 7.90%

  10. Too often the Interlibrary loan department isn’t part of the discussion… Acquisitions and Collection Development MUST include an ILL representative

  11. The Way Forward • Take a Stand • Form wider consortiums • Embrace multiple platforms • Join together, both regionally and nationally • Be visible, be heard

  12. Take a Stand In April of this year, Harvard wrote to its faculty members: “Major Periodical Subscriptions Cannot Be Sustained…Many large journal publishers have made the scholarly communication environment fiscally unsustainable and academically restrictive. This situation is exacerbated by efforts of certain publishers to acquire, bundle, and increase the pricing on journals…”

  13. Blaze the Trail Douglas County Libraries, in Colorado, is trying something new: buying eBooks directly from publishers and hosting them on its own platform. Douglas County Libraries’ model for purchasing eBooks directly from publishers is gaining interest from more and larger publishers, with five more joining...DCL’s revolutionary distribution model is attracting not just publishers, but libraries across the nation.

  14. Form wider consortiums

  15. Embrace one-click access across multiple platforms

  16. A bright line between academic and public institutions Maintain a bright line between academic institutions, which have more freedom to charge users… …and public institutions, which are fundamentally rooted in providing free access.

  17. Fifty Shades of [insert joke here]

  18. Look to the music and movie industry • piracy is a service problem

  19. End the Library-Publisher war – give them a profit motive • Users expect an iTunes experience • They are also prepared to pay for it

  20. Pilot Project using Nooks and Kindles in ILL Stage One: Purchase 10 Nooks & 10 Kindles (& peripherals) for EWU ILL Patrons Train staff, Promote program, Hold eReader ‘clinics’ Purchase eBooks when cost of ILL would be same or more expensive (includes shipping, IFM fee and staff time) Check out Nook or Kindle to patron - STL Lending device to device would reduce loss, damage and overdue fees

  21. Pilot Project continued… Stage Two: Assess the value and success of the program Add more eReaders and widen service to Circulation Desk Allow patron-driven acquisition and instant checkout Stage Three: Widen service to library to library lending? Open Source software/Open Access policies

  22. Interlibrary Loan eBook Pilot Project • When to purchase ILL requests instead of borrow? • If requested, often predicts future use.

  23. Thank You!

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