Changing Service Models - Updated
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Libraries must learn to stay relevant in the age of Google and Amazon.com. Find out how! Presentation created by Don Barlow, Director of the Westerville Public Library
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Changing Service Models - Updated
- 1. Changing Service Models Don Barlow, Executive Director, Westerville Public Library
- 19. Ohio’s Statewide Initiatives 24/7 Services and Beyond
- 28. Youth Labs Chat Teen Labs Adult Labs Gaming
- 39. Adult Blog Featuring ENCORE
- 44. Reading History
- 48. westerville public library Most Importantly We must DREAM! To Accomplish what we have never done, we have to do things we have never attempted!!
- 49. Busier than a Freaking Wal - Mart
Notas do Editor
- Our changing service model demands that we look at new ways to share resources, and in a very real sense, eliminate the institutional and even geographic boundaries that hold us back. “We live in a seamless environment – let’s recognize that truth and move on”. We must develop new ways to deliver our resources “on our customers’ terms, not ours!” We must develop new ways of integrating resource-sharing into a “National Information Framework”. Our vision should be: Any resource, Anytime, Anywhere, and most importantly, on a device of the customers’ choosing.
- One small step in achieving this goal in Westerville was to remove the institutional boundary between public, school, and academic libraries. In joining OhioLink, along with the Cuyahoga County Public Library, our customers have access to the resources of all Ohio’s 90 colleges and universities – ONE CARD – 92 institutions. We also provide all these resources to students and teachers at Westerville’s 26 schools. 40 million items at the touch of a finger. Ohio’s goal must be ONE CARD, all 251 public libraries, 90 academic libraries, and yes, school libraries. Again, any institution, any resource, all the time.
- I believe we must work with vendors to develop new strategies to eliminate the boundaries created by proprietary software. Failing to do so means we will continue to provide new and exciting services in old and more irritating ways. Ill’s requested by customers should be sent to the customer as if it were requested from Amazon.com – we need not demand the home library serve as an intermediary. We can utilize RFID or other emerging technologies to help customers track the status of requests – just like UPS, or Amazon.
- Libraries throughout Ohio and other states have pooled resources, partnered to provide 24/7 reference, tutoring and homework assistance. We must build on this solid foundation to provide 24/7 services nationwide by partnering with Cingular, Verizon and other tele-communication companies - a role ideally suited for ALA and our automation vendors. We must speak with one voice to bring the power of all libraries to bear in developing the seamless information environment.
- If 411 can get us National Directory Assistance, 911 emergency assistance, why can’t 511 or 611 provide National Informational Services from library professionals? “ If you need information, go to Google”. If you want quality information provided by informational professionals, dial 511 or go to www.information.org. The technology to do so is here! Through – Voice recognition software Text messaging Push Technology Simply dial 511, anywhere, anytime – state your city and state and you’re connected to the library’s reference center or forwarded to the 24/7 service after hours.
- We need to further develop E-commerce modules for more than paying fines and fees. Our systems must have the ability to provide personalized service to our customers. We need to develop partnerships with Napster.com, Amazon, Net Library and others to provide the ability to check-out items, purchase new/used items, providing music/video preview with downloading capabilities for MP3’s and other devices of the customer’s choosing.
- Here is a photograph of one of our “Digital Native” librarians – no longer tied to a desk, computer catalog or PC – providing direct customer service from a “tablet PC, wireless headset and Bluetooth. It’s a small step – but surely we can provide service anywhere, anytime in our own facility, and our own community!
- Most importantly, “we must dare to dream” and bring our dreams and engineers together. And than we can change out Tag Line to “Busier than a Freaking Wal-Mart”