Dr. Qi Chen Regional Library Director Argosy University USA

1. Meeting the Needs of Library Clients in Digital Era - User Centered Services Dr. Qi Chen Regional Library Director Argosy University USA

2. Outline of the Topics • Where we are 目前形势 • What we are facing 我们面临的的处境 • Our users 我们的用户 • User centered service in the digital age • 数字时代的以用户为中心的服务 • E-Reader and PDA 电子书阅读器和读者主导购买 • Our skills 我们的技能 • How to manage change 如何应付变化

3. Challenges in Libraries • Complex library system and cross functional linkages复杂的图书馆系统和跨功能关系 • High task complexities, risks and uncertainties 面临高度复杂的任务，风险和不确定性 • Fast changing multidimensional user needs不断变更多阶层的读者 • Intense competitions in open global market 全球市场协作中的激烈竞争 • Needs to collaborate with organizations’ culture and values 协作处理组织的文化和价值观 • Need for continuous improvements, upgrades and enhancements 需要不断改进、 升级和增强

4. Where We Are • Print to electronic and digital medium 从书本到电子和数字媒体 • Passive user to active user 被动到主动的读者 • Single to network environment 单独工作到信息网络 • Individual to team work 个人到团体工作 • Standalone libraries to library and info networks 独立图书馆到信息网络 • Ownership to access 拥有到使用 • Just in case to just in time 预防万一到及时应付 • 9x5 to 24x7 9 点 到 5 点 到全日制

5. Challenges - Library Users • Digitally savvy - global information commons • 数字熟练-全球信息共享 • Impatient Google generation – immediate information access & delivery 不耐烦谷歌一代 — — 即时信息访问科技传递 • New working patterns - never set foot in the library setting • 新的工作模式-从未涉足于图书馆的用户 • Anticipation - their future requirements for information • 预期-他们信息的未来需求 • Support - researches outside the physical library • 支持的图书馆的研究 • Create new image: digital savvy, modern, friendly, automatic, 24/7 access & open hours • 创建新形象： 数字精通现代、 友好、 自动、 全天候访 问开放

6. Library Users in Digital Era现代图书馆读者 • Bring a set of expectations with them, born and bred on the web, require ease of use, complete content, easy access, and intuitive discovery. • 与互联网同时出生的一代，期望易用性、 完整内容、 方便地搜索和直观的收获 • Require prompt response when they search for data independent of where they are, in a library, a restaurant or the beach! • 需要即刻反馈 - 图书馆、 餐馆或海滩， 搜索数据时要迅速有答案 ！ • Require more unified in content and modern in its features than before. • 需要更统一的内容和现代的功能

7. Library Users and Librarians读者与图书馆员 • Digital age allows fewer opportunities for librarians to directly display their professionalism and skills due to disintermediation • 数字时代允许图书馆员直接显示他们的服务敬业精神 • Recent OCLC reports most research students begin their search for information sources using internet searching engines (de Rose, et al. 2005) though aware web sources are not as reliablefor • OCLC 报告:虽然知道 web信息来源不可靠， 但大多数研究生开始他们研究搜索是喜欢使用互联网搜索引擎 • easiness易用 • Quickness 快速 • Though most searches are horizontal but not vertical 有宽度没深度 No professionalism is needed p2/5 • 不再需要专业人员

8. What do academic libraries should do? 学术图书馆应做的 • Need to understand the needs and adapt to meet them in a flexible way. • 灵活的方式适应满足并了解他们的需要 • Library systems have to improve at providing seamless access to resources such as full-text e-journals, • 改善图书馆系统， 提供无缝搜索全文电子期刊 • Online foreign-language materials, e-books, a variety of electronic publishers’ platforms, • 建立在线外语、 电子图书、 电子出版平台 • Virtual reference desk services, • 虚拟参考咨询服务台服务 • Open source materials, 开放源码材料、 • Nontext-based and multimedia objects, and blogs • 非文本 多媒体仪器和博客等各种资源

9. What do academic libraries should do? 学术图书馆应做的 • Library systems and content must be prepared for the changes in user behavior, and must focus on advanced search options, demands for immediate access • 图书馆系统和内容必须为读者使用行为变化做准备， 注重高级的搜索选项和即刻索取 • Library systems need to look and function similar to search engines like Google or popular web services like Amazon • 图书馆系统需要有类似于Google 或者亚马逊的搜索引擎服务功能 • High-quality metadata is becoming more important for discovery of appropriate resources, • 高质量的元数据在寻找有用资源变得更重要

10. What do Libraries Need to do? 图书馆员需要做的 • Proactive approach = creative and inventiveness • 积极主动的办法 = 创意和创造性 • Succeed in disintermediation of information & fight for its position as the optimal mediator • 争取其在新的重要信息环境的地位 • As a significant player in the new information environment, an important aid in the creation and distribution of academic information and knowledge …p4/5 • 在创建和分发的学术新信息和知识环境的重要地位中最优一员 p4/5

11. User Centered design 使用者中心的服务设计 • Quality management (TQM) – managing services for efficiency 质量管理 — 管理服务的效率 • Articulate users’ needs (get in & get out) 清楚地表述用户的需要 • Willing to accommodate 愿意合作 • Maximize capacity of the dept。 扩大图书馆能力 • Measure TQM from user’s point of view 从用户的角度来衡量质量管理 • Utilize new technology --- mobile device for efficiency 利用新技术---移动设备效率 • Use ipads to approach students and help those waiting in line用 ipad通知学生，帮助那些等待帮助的人 • Use restaurant pagers to notify students of availability of rooms, laptops and textbooks • 使用餐厅呼叫器通知学生有关自学室，笔记本电脑和教科书的使用

12. User Centered Design 以使用者为中心的设计 • Users: 使用者 • The primary user- regularly use the library • 经常使用者 • Secondary user- who occasionally use it or use it through an intermediary like an archivist or a librarian • 偶尔使用通过中介像档案保管员或图书馆员的使用者 • Tertiary level user - affected by the user of the of the library • 三级 - 受用户影响使用者 • Question: • Design for a universal user – an everyman of information • 所有人服务设计 • Or for special segments of the population • 为特殊人服务

13. User Centered Design 使用者中心的服务设计 • From library centered services to student centered services • 从图书馆为中心到以学生为主体服务 • Tailoring research service 根据要求改进研究服务 • Customizing person-to-person services and instruction • 自定义人际服务和教育 • Developing online services and web instruction • 发展在线服务和 web 指导 • Embedding services and resources into courses into course management system • 把服务纳入课程管理的课程 • Offering services to users onsite and online simultaneously • 同时为用户提供现场服务和在线辅导 • Collaborating with tutoring programs, writing centers, academic services to demonstrate roles in supporting outcomes of teaching and learning for the univ. • 与学校的写作中心、 学术的服务 合作支持教与学习成果

14. E-Books 电子书 • Expanded access and gave users the ability to use materials remotely with no restriction of time • 扩大索取方法，给用户无限制与远程使用资料材料的能力 • Read on computers or portable devices and benefit from integrated media 能在计算机或便携式设备上阅读，受益于集成设备 • Full text searching and the flexibility to manipulate the text, take notes, change font size, and manage citations added value to e-books. 全文搜索和灵活性来处理文本，做笔记、 更改字体大小和管理电子书引文，增加了电子书的价值 • No shelf space or re-shelving, never lost, damaged, stolen or overdue, or go out of print 没有货架空间或 re-shelving，永远不会丢失、 损坏、 被盗或过期 • New editions easily edited or created, save time and money in replacement activities. 容易地编辑或创建、更换版本，节约时间和金钱。

15. Patron Driven Acquisition 读者主导采购 • Allows the patron to decide what the library buys.让读者决定图书馆的购买。 • Shifts the decision from a librarian driven just-in-case decision to a patron just-in-time decision.把决定权从图书馆员转到读者手里，从万一到及时决定 • Allows for sooner/immediate access 立刻使用 • Shifts library funds from speculative buying to purchasing at point of need. 把读书馆资金从投机性买盘转向需要点采购

16. Patron Driven Acquisition • Load bib records to Ebooks or Ebrary database in catalog，where users have access to all of them • 把电子书加载到 读者能看到的数据库 • After being viewed certainly pages by the patrons, they are purchased Automatic • 读者看了数页面后，电子书便自动购买了 • Eliminate non-related categories，Set the prices (lower than $150) 取消无关的种类， 制定价目 • From 18,000 pre-selected titles, purchased 326 books. 加载了18,000电子书，购买了326本

17. E-readers for academic library: challenges 电子书和电子书阅读工具 • E-books not as portable as printed books so judged as inferior --- problem- means of access rather than format • 电子书判为弱势群体，因便携式手段有限，而不是格式问题 • E-books digital rights management & implementations • 电子书数字版权管理 & 应用 • Ongoing challenges Future objectives • 持续挑战,未来目标

18. E-readers for academic library电子书阅读工具 • Facilitate of mobile learning • 推动方便随时学习 • Portable pedagogy / outside the classroom • 课堂以外教育方法 • Anywhere, anytime learning • 随时，随地学习 • To meet learning objectives transcending geographical limitations • 满足超越地理局限学习目标 • To pursue the use of technologies to facilitate the aim. • 追求使用技术来完成学习目标 • Affirm the library’s position as a place of learning innovation • 确认图书馆为一个创新学习的地位

19. E-readers for academic library电子书阅读工具 • Virtual of e-collection – delivery the content • 虚拟电子数据库，提交内容 • Lending dedicated reading devices • 出借专用学习器材 • Use of the content on the go • 使用可以携带的内容 • Facilitate use of learning materials on the go - a convenience and growing necessity • 推动使用移动学习阅读 – 必须发展需向 • An alternative to read e-books from computer and printer • 于计算机和打印机以外的另一种阅读电子书方法

20. Use of E-Readers 电子书阅读工具使用 • Initial set up and needed software installed • 初始设置和需要安装的软件 • DRM protected content • 受电子文献版权限制的内容 • Create an adobe ID and authorize the computer and the e-reader • 创建一个 adobe ID,使计算机和电子书阅读器有权下载 • Instruction given to help set up at home • 帮助在家里设置下载电子书的方法 • Email account set up for customer support • 邮件帐户支持读者

21. E-Reader Users response • Clients responded favorably to ebooks reader • 提供了有意的反馈 • Portability and comfortable use during extended reading sessions • 易携带性和在长时间阅读时的舒适使用 • Offer plurality of access 提供多元化的索取 • Carry multiple forms of content in one container • 一个工具能携带多种形式的内容 • Good tools to teaching, learning & research • 教学，学习和研究的好工具 • Promote electronic resources 提高电子资源 • Support for mobile learning & information literacy 支持移动学习信息教育

22. E-Reader Users Response 使用电子书阅读工具的反馈 • Provide new and interesting ways to related to, access and understand library e-content • 为索取，理解图书馆电子资料提供新的和有趣的方法 • Learned a great deal, expand technological comfort and literacy • 学到很多，扩大舒适使用科技和扫盲 • Not only loan but teach information and technological literacy • 不仅出借仪器，提供信息教育和技术扫盲 • Provide opportunities to learn and overcome technological obstacles and seeking library’s advice and support • 对读书官员来讲，为学习和克服技术障碍和寻找图书馆的咨询意见和支助提供机会

23. E-readers for Academic LibraryLibrarian’s Perspective 电子书阅读工具 • A valuable opportunity to learn the clients’ attitudes and preferences • 解读者的态度和需要的宝贵机会 • Give clients change to try new ways of accessing and interacting with electronic resources • 给读者尝试索取和使用电子资源交流的新途径 • Make clients explore the potential of the devices, discovering uses librarians' had not envisioned • 使客户有机会探索新设备的潜力，找到使用图书馆员没有预想使用机会 • Promote experimentation and innovation • 促进试验和创新的潜能

24. Recommendations 建议 • Device to purchase: 购买工具 • With internet capabilities and access library’s content 有互联网功能和索取图书馆资料的能力。 • Have color display to improve viewing of scientific, artistic and other content • 有颜色显示，更好的查看的科学、 艺术和其他内容 • Offer better display of PDF files, bigger screen or more flexible zooming features. • 提供 PDF 文件，更大的屏幕或更灵活的缩放显示 功能

25. Who we should be 图书馆员 • Disseminator of information in any form (electronic, digital or print) rather than the custodian of information 以任何方式传播信息（电子、 数字或打印） • Researcher in the field of information technology to compete with proliferation of database and users needs 在信息技术领域和数据库和用户不断增殖的竞争中的研究员 • Trainer and learner in Information technology 信息技术的教员和学员 • Acts as knowledge navigator 知识导航员 • Facilitator to fulfill the clientele specialized needs • 以满足客户的信息专业需要创作推广活动 • Promoter of activities in regard to the creation and publication of multimedia and other documents and their distributions • 在创作和出版多媒体和其他文件推广活动的发起人 • Master of the contents of the world resources (kaul 1998, Jagtar 2009) • 世界资源文档的精通者

26. Abilities we should have 图书馆员的能力 • Knowledge to select appropriate source of information • 选择适当信息的来源 • Ability to interact with end-user and to analyze their needs • 有与最终用户交流，分析他们需要的能力 • Identification, access and user’s information seeking behaviors • 寻求用户搜索信息行为的知识 • Ability to acquire relevant information from appropriate resource 有能力从有关信息中取得适当的资源 • Knowledge of IT tools and technique used for systematic collection of documents and dissemination of information • 用于文件系统地收集和传播工具的技术知识 • Knowledge of reference interviews, collection development • 参考访谈、 馆藏发展 • Knowledge of specialized information services (Gopinath 1998) • 特殊信息服务能力

27. Knowledge we should have • Computer technology计算机技术 • Library technologies图书馆技术 • Communication technologies 通信技术 • Knowledge in other areas 其他领域的知识术 • Trainings we need 必须的训练

28. Staff Training • Think outside the box框外思考 • Cultivate people to think outside the box 培养框外思考 • Trust their ability to make a difference 信任他们的创新能力 • Free to think innovatively for new solution to make responsible decisions 自由想象和做出合理的决定 • Ensure， value and trust staff and their ideas and ability to get work done 确保，珍惜和信任工作人员和相信他们有能力把工作做好 • Provide environment for people to feel safe to express perspectives, • 提供安全地表达观点的环境 • Providing an environment to create incentive to sustain innovation • 提供奖励革新环境

29. Growing Organism - Ranganathan’s fifth law of library science • According to Darwin, those who happen to be more adapted to their environment survive and expand. • 根据达尔文所述, 能适应其环境生存有机体会不断增长和扩大 • If it does change fast enough, it will become extinct • 如果它不能适应生存环境， 或更改速度不够快,它将灭绝 • The library is a growing organism • 图书馆是一个有机体

30. Reference • Schroeder, R., & Wright, T. (2011). Electronic books: A call for effective business models. New Library World, 112(5), 215-221. doi: 10.1108/03074801111136257 • Lynn Wiley, Elizabeth Clarage, (2012),"Building on success: evolving local and consortium purchase-on-demand programs", Interlending & Document Supply, Vol. 40 Iss: 2 pp. 105 – 110 • Savova, M., & Garsia, M. (2012). McGill library makes E-books portable: E-reader loan service in a canadian academic library. Portal : Libraries and the Academy, 12(2), 205-222. Retrieved from http://search.proquest.com/docview/1013842229?accountid=34899