1. Information Services in the Modern Academic Library Information Desk Skills NUI Maynooth 2 nd December 2005 Ellen Breen, DCU

2. Presentation Overview Changing Environment – Teaching and learning – Research – IT – Information Resources - Users Service challenges / responses

3. Changing Environment Teaching & Learning Learner centred approach inquiry-based learning/ problem based learning E-learning and e-support VLEs Increased independent/flexible learning opportunities Skills

4. Changing Environment Research Huge increase in funding 2000 – New research centres - research only staff -research students Collaboration

5. Changing Environment IT Laptops Wireless Remote Access

6. Changing Environment Information The web (google) Full-text journals E-books/Reference - Hybrid Library

7. Changing Environment Library Users Who are they? Students Web generation/millenials Mature (part-time) International Staff Academic / Admin / Research only Other Where are they? Students Computer labs, student res, classrooms, school/depts, student union, cafes, off- campus, library Staff Depts, research centres/labs, other insts, off-campus, library

8. The Web Generation Net Generation/Millenials Born after 1982 Grown up with PCs, Video, Games (digitally literate) Learning preferences: teamwork, visual, experiential activities, use of technology Work in groups / multi-task / goal orientation/positive attitude Instant messaging, value immediacy, interactivity, personalisation and mobility

9. TV GenPC GenWeb Gen Web What is it?Web is a toolWeb is oxygen Community PersonalExtended Personal Virtual Perspective LocalMulti-nationalGlobal Career One CareerMultiple Careers Multiple reinvention Loyalty CorporationSelfSoul Authority HierarchyUnimpressedSelf as expert Source:Oblinger, D, 2004

10. Service Challenges One size won’t fit all Understanding our users, their needs and meeting them effectively (pro-active) e.g. researchers - recent survey: 96% access resources from own dept/centre Push / Pull Point of need

11. Service response Information Desk Services Do we need an information desk? query stats declining… One “service” desk? We need both synchronous and asynchronous “reference” services - each will appeal to different user groups - must remain user-centred - help at point of need

12. Service response Information Desk Services Synchronous Services Face to face desk support – personal touch! - Increased emphasis on how to find and evaluate information Support by appointment Phone/Live chat Roving support (not just in the Library?) Asynchronous Services Email / Web form

13. Services - response Information Literacy Resource discovery tools - seamless access / single search interface / library portals Personalisation e.g. My Library Effective marketing of services

14. Staff Training and development… Service oriented Quality driven Friendly – excellent communications skills IT skills Flexible Enjoys a challenge and loves change

15. Core function of “reference services” (Samuel Sweet Green, 1876) 1.Instructing the reader in the ways of the library 2. Assisting the reader with his queries 3. Aiding the reader in the selection of good works; and 4. Promoting the Library within the community