1. Paul Walk Director, Innovation Support Centre, UKOLN, University of Bath p.walk@ukoln.ac.uk @paulwalk Skills for delivering library services in a multi- device environment (in 10 minutes!)

2. the intersection between supporting users & enabling learning and technology

3. expectations are changing - VRM from Customer Relationship Manager (CRM) to Vendor Relationship Management (VRM) Principles of VRM Customers must enter relationships with vendors as independent actors Customers must be the points of integration for their own data Customers must have control of data they generate and gather. This means they must be able to share data selectively and voluntarily Customers must be able to assert their own terms of engagement Customers must be free to express their demands and intentions outside of any one company's control http://cyber.law.harvard.edu/projectvrm/Main_Page

4. bring your own device (BYOD) by-passing layers of the infrastructure provided by the library devices evolving too quickly to keep up.......but thats OK because everyones in the same boat! device-agnostic web services becoming mainstream Photo by Jamais Cascio http://www.flickr.com/photos/jamais_cascio/3985074934/

5. responsive web design designing for interaction with users through the same systems interface but on different: devices (desktop & laptop computers, tablets, smart-phones, even not-so- smart phones) applications (apps) Image taken from the Kineo website: http://www.kineo.com/mobile-learning/responsive-e-learning-for-multi-devices.html

6. however... Gartner Says the Personal Cloud Will Replace the Personal Computer as the Centre of Users' Digital Lives by 2014 http://www.gartner.com/it/page.jsp?id=1947315

7. so its not just devices we need to worry about! the user arrives at the library equipped with a set of devices and applications, but increasingly its a set of services that they are really bringing with them so, the library increasingly needs to think in terms of service-service interaction the balance has shifted - it is no longer sufficient to expect the user to simply engage with the services that the library provides its more a case of Bring Your Own Cloud (BYOC) than Bring Your Own Device....

8. exploiting the power in the users pocket Photo by Jon Crel http://www.flickr.com/photos/joncrel/5770790849/

9. development with user interfaces & APIs understanding the fundamentals of working with interfaces to systems (both user and machine) is essential to properly deploy systems in a global network being comfortable working with developers - understanding how to participate successfully in Agile development learning to use the basic tools of web service development - e.g. tools which allow you to look at the inputs and outputs of web APIs Photo by Rob Styles. http://www.flickr.com/photos/mmmmmrob/3065029807/ Photo by Rob Styles. http://www.flickr.com/photos/mmmmmrob/3065869982/

10. summary - new skills skills which will help you to deliver successful library services to users armed with a range of devices and platforms: maintaining awareness of the devices, the apps and the cloud services which users bring with them understanding and exploiting modern web user interface design. You dont need to be a developer, but you do need to know what will work working with developers, understanding the affordances of web APIs in particular, being ready and able to participate in Agile development basic web development/integration skills - learn to think like a developer Thank you for listening! paul@paulwalk.net