The Ubiquitous Librarian (Brian Mathews)

Nobel Laureate Envisions Data Curated Future

Well, look who has returned to his blog. I know… it has been awhile. Too long in fact, but I have not had a lot of time for reflection. I’m finally finding my place here and I’m excited about several projects in the works. More to share as things come together.

Last week was open access week. The big news over here was the UC’s launch of the new eScholarship. In a nutshell, they seem to be rebranding themselves from an institutional repository into a scholarly publishing service. The new interface is more intuitive and there are lots of great new bells and whistles, but… it is PDF-focused, which is too limiting for my tastes. As we head into the second decade of the 21st century we need be archiving multimedia and data, not just docs. And I’m not alone---

Two weeks ago, I spoke with recent Nobel Laureate Carol W. Greider. She was gracious enough to fit The Ubiquitous Librarian into her busy schedule somewhere between NPR, NY Times, and all the other media outlets seeking her attention. (Thanks to her accommodating staff!) Anyway, the purpose of my interview was to tap into her memory of her time at UCSB and most particularly the library. I was curious about the path one takes at becoming a world-class scientist, and the experiences and influences that shape it. You can read about it here.

Toward the end of our talk I brought up topics such as the future of libraries, the future of scholarship, and the future of publishing. I was hoping that Greider would give a great quote about Open Access, but we didn’t head in that direction. I didn’t want to push it too much because the debate is very political and I didn’t want to drop her into those waters. But…

Greider did hit on one theme that is gaining momentum in the academic library world: data curation. She admitted that she was not currently taking advantage of any service (Hopkins, can I get a finders fee?) but that she imagined in five years it would be very common. She further stated that the problem right now is standardization and that it would be nice if a uniform format was adopted.

Expanding on that she added that universities mandate that researchers keep notebooks. The data belongs to the school; it is the institution’s intellectual property. A digital form of these notebooks will be a need in the future… possibly a role of the library? This is record keeping for the 21st century; the lifecycle of research, not just the results. Kind of like this Cambridge product, but broader. Right now the profession seems to be most interested in data curation in terms of how it relates to open access -- scientists across the world sharing and collaborating digitally… resulting in new discoveries much more quickly.  That’s the dream. But even in a closed system, there seems to be a role for the library. I am sure that The Office of Research, The Data Warehouse Office, or whatever office on your campus envisions themselves in this way as protectors, but I hope this is not another big missed opportunity (like indexing the web) for our profession. This is another resource we have to expand our identity beyond “book people” and demonstrate that we can archive other stuff too.

I know I am late to the table with the rah rah for data curation, but here is some background reading for those interested:

http://orweblog.oclc.org/archives/001277.html
http://www.arl.org/sparc/meetings/ala06/
http://www.dlib.org/dlib/september07/treloar/09treloar.html

Do you want to appear smarter? Show some empathy.

I hope everyone had a nice break. I always only seem to be able to accomplish half of the tasks I set out to do. This break was filled with many distractions. One of them was an afternoon with LibQUAL+,  but I found something interesting.

It started with a question:  is there a connection between how knowledgeable a person is perceived with the level of friendliness that they offer. Another way of looking at: during a customer service interaction, do we perceive people who are nice to be more competent?  My hypothesis was that there would be a strong correlation in the LibQUAL+ data between “knowledgeable” and “caring” or “courteousness.” I was partially correct.

I looked at the undergraduate data from 84 schools (mostly ARL) and ran the correlation formula on the perception ratings for all of the customer service questions. I compared them with “employees who have the knowledge to answer user questions” and here is what I got back:

• .8225 “Employees who understand the needs of their users.”
• .7707 “Employees who deal with users in a caring fashion.”
• .7555 “Readiness to respond to users’ questions.”
• .7525 “Employees who instill confidence in users.”
• .7332 “Willingness to help users.”
• .7185 “Employees who are consistently courteous.”
• .7112 “Dependability in handling users’ service problems.”
• .6622 “Giving users individual attention.”

So there you have it. Show someone that you understand their question, their problem, or their need, and you will appear more intelligent. Just because you have a PhD or an advanced degree doesn’t mean you are an expert in a patron’s eyes. It is the person who is empathic and guides them along that is perceived to have the answers. With the new semester starting, maybe this is a good time to brush up on the reference interview.

It is interesting that the “individual attention” correlation scored so low. For years it seems that librarians have been pushing the one-on-one research consultation, but maybe that is not as important as we thought. It’s convenient for us with our busy schedules, but when looking at all the other factors, it had the lowest connection to being perceived as knowledgeable. Something to think about.

Before & After

BEFORE
 

AFTER

Computer Availability Status Map: remixed

This was a nice editorial in the student newspaper about our computer availability map.

Also see: Computer Availability @ the GT Library: a status map

Calendar Hacks

Jay Forrest, one of our Information Associates, built a suite of calendar applications for the reference desk. These apps were all designed in PHP. We use Oracle’s CorpTime product as our internal calendar system - great for scheduling meetings - but it doesn’t offer all the functionality that we need. Here is a sample of Jay's work.

IN/OUT BOARD

The in-out board replaces the old and tired whiteboard. Our staff is scattered throughout the building, so this let’s us know who’s in and who’s out. It’s nice because it provides a global status for everyone.

DESK TODAY

Shows who is on desk—as well as who has whatever other meetings, classes, etc. This can be useful if someone calls in sick and you need a replacement or if you need to find someone to switch hours with later in the week.

CALENDAR

This digital calendar replaces a large print calendar used by staff to indicate planned time off. We have this info on our personal calendars, but it helpful to see who’s going to ALA or who is taking time off in the month of July.

Computer Availability @ the GT Library: a status map

Last week I mentioned the computer availability function on the NCSU Commons website. We launched our version of that yesterday. It looks like this:


Essentially a map displaying which computers are open (or in use.) We have this on a screen that is visible to students waiting in line.

Thanks to Cari Lovins for making this happen.

Via Cari:
Much of the credit for this project goes to Leroy Campbell, who is now working as a Tech Temp for ATS at Technology Square. Additional thanks to Chris Helms and Heather King for help in moving to the Library Web server and configuring for the Commons Web site. And finally, thanks to Kyle Koza and Dustin Shiflett for their assistance in setting up the display in the LWC.

Here is the live version:
http://librarycommons.gatech.edu/cms/

A few thoughts about NCSU’s Website: icons & waitlists

The last two posts have been kind of ranty – so here is something positive.

I really like a subtle change that NCSU made yesterday by adding icons to their Learning Commons page. Earlier in the week I spoke with a web design class and we reviewed 5 websites. (I’ll post more on that later when I get copies of their assignments.) One of the themes that the class mentioned was that instead of just a list of products/services, to add small graphics/icons. An image makes a faster impression than text-- it is also more intuitive and attractive.

I received an email from someone in the class who mentioned that NCSU had added icons the following day and he felt as if his class had something to do with it. I didn’t tell him it was a coincidence because he seemed proud and inspired.

Additionally, we also talked a bit about ideal interactions and functionally of a library website. To use NCSU again, they loved the “availability of computers” feature, but wanted to see that concept embedded throughout the page. For example, on the pages describing the equipment (cameras, calculators, gps, etc) they wanted to know how many were available.

I know that we run into this problem from time to time in which all of our “gadgets” are checked out. This functionality would let students know that 2 cameras are available right now… or if they were all checked out, they wanted an online waitlist feature so that they could place a hold, just as they could with a book.

Most librarians only think of entering the classroom to teach information literacy, but going in as a guest lecturer can lead to real insights.

John Berry sets libraries back 50 years; or Elsevier Editor complains about the profession and tells us how to do our jobs (glad he’s not my boss)

John Berry is so 1950. He'd probably only be happy if we unplugged the computers and brought back the card catalog. Seriously, this dude is so McCain in an Obama-world. He's one of those people who loves to complain, criticize, and toss around monkey-wrenches—without offering any SOLUTIONS. It's time to wake up Mr. Van Winkle-- the revolution has passed you by.

His latest column tries so hard to be relevant, it's just so sad. I can just picture Berry and Gorman sipping tea at ALA conference talking about the glory days of the profession—back when it was noble and respectable.

I have to disagree with him on pretty much everything– in fact, I feel that my library is more humanized now as we have become user-focused / user-driven. I hear over and over again from students saying that the library inspires them and makes them more productive and creative due to the changes we've made… but John Berry doesn't care about that--- he only wants a big dusty book collections and an army of librarians sitting behind a giant reference desk shushing patrons.

Final Thought:
There are those who “teach” and those who “do”--- John Berry is obviously a teacher.

Furthermore:
What it comes down to is that Berry is an elitist, trying to perpetuate the divide between the have/have-nots. This is fitting for someone who hasn’t seen the frontline in probably 30 years. We have many staff without MLS degrees that make significant contributions to our organization everyday. What I really think it comes down to is that Berry has lost touch with the modern patron.

Social–enabled Library Websites? The Post-It Note Concept

I pitched an idea last week that didn’t meet resistance, but didn’t have a big bandwagon either. Here is the gist of the story.

Last year when we did the Exam Cram one of the things that we wished we had was an online message board so that students could form their own study groups, share notes, etc. We compromised with a whiteboard solution.

Presently we have a big push to gather student feedback for a small renovation we’re planning. There are several metrics that we’re using, but I really want to also offer an anonymous forum style message board so that we can ask questions and get feedback about furniture, layout, design, function, etc.

This led me to think about a wider need for social interactions throughout our entire website. NCSU has a nice forum which they embed on their Commons site. I’d like to take it a step further and embed “talk” pages throughout a larger portion of the library site. Here is a conceptual drawing:

Basically you take your mega forum, which works like all other message boards with threaded conversations all on one page—but then also embeds select threads or topics onto appropriate web pages. Students have questions about the equipment we rent out, here is a way they can post questions, get answers, see what others have said, etc. Or what about printing or events or workshops? Everything would be more social and at least there will be an offer of interaction.

Another example: With a recent environmental display in the library, a student used a post-it note to comment about the information on the wall. We took it down, but this type of interaction would be ideal for a message board environment because individuals could have a dialogue about the display materials and it could result in a larger community discussion.

Yeah, I know there are issues with “appropriateness” and “security” and “identity” and “moderation”—that’s all to be worked out over the summer, but I think the concept is worth a shot. Imagine a pile of post it notes neatly arranged in a digital format expressing opinions and feedback relevant to the web page they are viewing… we’ll see what happens.

Second Life Revisited – are we ready to provide classroom support?

I attended an AIMA event this week about Second Life. The presentation, How Virtual Worlds are Impacting Interactive Marketing , featured an all-star panel with reps from major companies. Below are some highlights. Also, some thoughts about the role of the librarian within the virtual world.

InterContinental Hotels Group - Del Ross

• Real world hotel corporation that offers virtual rooms in Second Life. Just as you might have a business meeting in the real world, they can also provide space for virtual meetings.
• Right now it is free, but planning to charge in the future. 100 – 500 Linden dollars, which is a little less than 1 dollar real money.
• They provide rentable space that offers privacy, security, suitable space, and support (audio, video, PPT, etc)
• Online Room Reservation form and tons of other info.
• If you don't own land in SL, no place to meet, conduct business—they are trying to fit that need—their slogan is “the place to meet”
• Informal space, convention space, lounge, executive board room – space can be configured depending upon the need.
• SL showcases their “real” world value—virtual space mirrors the physical spaces that they make available to customers. They are in the business of “business environments” regardless of the location.

Weather Channel - Paul Greenberg

• Major theme of weather channel is to show how weather connects to your life—more than just the science, but also the psychology of how weather has an impact on us.
• Wanted to build a Second Life space that supports TV programming
• Stay. Play. Watch.
  (stay = community areas for shared experiences)
  (play = do stuff, interact)
  (watch = video programming)
• Hurricane environment – witness & experience what a storm is like, virtually
• Sports activities= surfing, biking, skiing – all with variable weather conditions
• Has improved the impression/perception of the Weather Channel
• The numbers are low, compared with TV/Radio/Print/Web—however SL provides an engagement experience that is more valuable and memorable

Turner - Rhonda Lowry

• Rethink spam = Socialization, Participation, and Motivation (SPaM)
• The “real” CNN has iReport, basically citizen reports. They started a Second Life iReport program—basically correspontants reporting on the news that happens in SL. CNN provides them with tools and training (one hour weekly training sessions in-world about taking photos, shooting video, interviewing, writing copy, etc) teach them how to be reporters—they report about SL, CNN provides them with a sense of legitimacy / authenticity -- in return, CNN gets to expand reputation as THE news provider. More info here.  

Kaneva - Chris Klaus

• Kaneva is a virtual world similar to Second Life, however they emphasize being yourself (as opposed to dragons or super models)
• Emerging trend is watching TV online in a virtual world with your friends. They have experimented with the show 10 items or less by having cast join fans in the virtual environment to interact, ask questions, and hang out.
• Also stream behind-the-scenes at tv sets / awards show. Screen Actors Guild Awards had extra cameras, could watch crew setup and take down set—and talk with others online while watching.
• Interior designers can work with clients –use virtual space to model rooms—see what colors and furniture will look life before purchasing.

Coca-Cola - Mike Donnelly

• Before Coke got involved they went to the “leaders” of Second Life—the major blogs, the virtual citizens with power and popular land, etc and talked with them about how Coke might fit in. When entering a new territory or using a new technology, need to listen and learn, don't think you know what they want—ask advice, council, and even permission.
• They didn't want to buy and build up an island. Lots of companies did that and are stuck with empty islands—Coke rented land, but ultimately try to embedded themselves within community (people wear coke clothing)
• Virtual Thirst contest – winner – objective was to design virtual coke machine—however not necessary a literal vending machine—but some type of experience that captures the essence of Coke. Design and build the vending machine of the future (not necessarily about bottles of soda though)
• Once Coke decided that they wanted to participate in Second Life—discovered that the brand already existed—people has used the logo
• Wanted to build on the idea of “quenching” thirst = knowledge, experience, entertainment, communication, inspiration

Second Life, Classroom Instruction, and the Role of the Library

Fittingly enough, I received an email the evening of this event from a Georgia Tech faculty member. He is an English instructor wanting to include a SL component to his course. This includes several in-world meetings along with virtual space and support for his students to develop a small project.

What's the role of the library here? I mean, if a professor asks for face-to-face classroom support we provide that. If they ask for web support via WebCT or via an online service like Horizon Wimba, we'd most likely provide that too. But what about Second Life? How many of us are ready to offer services there?

I feel that librarians can benefit from a basic understanding of virtual worlds for cases just like this… and this example is going to become more common. Imagine the possibility of say a physics class in which you have a lecture, a lab, and a virtual world homework assignment (3 distinct components.) Maybe an aerospace class conducts experiments in zero gravity. Maybe a class of civil engineers and a class of architects have to work together on building a structure, just like in the real world.

SL has a lot of info for educators . Are you ready to help them? If the classroom and the curriculum are heading into a virtual environment, shouldn't libraries follow? Or even better, shouldn't they lead the way? The idea of setting up a virtual reference desk and waiting around for patrons is preposterous, but collaborating with faculty and creating engagement experiences is the future of education.

Some of my other SL posts:

Augmented Reality – the Georgia Tech model

Second Thoughts – the Woodbury Model