1. Listening to Students: Innovative Responses Betsy Wilson University of Washington July 10, 2008 7 th International JISC/CNI Conference

2. The Role of Library Assessment The library community needs to invest more in data collection and analysis and to take its examples from commercial leaders that have a much more detailed and insightful understanding of their customer base and preferences. In particular, there is a need for ongoing longitudinal data and intelligence functions to provide a vital early radar warning of oncoming change. No library we are aware of has a department devoted to the evaluation of the user, how can that be? (Information Behaviour of the Researcher of the Future, CIBER, January 2008)

3. North American University Libraries with Notable Assessment Programs Alberta Ongoing student surveys Cornell In-house research capability Pennsylvania Data Farm Rochester Ethnographic approaches Virginia Balanced Scorecard Washington User needs

4. Building a Community of Practice: Library Assessment Conference Co-sponsored by ARL, Virginia and Washington –2006 Charlottesville, Virginia (220 registrants) –2008 Seattle, Washington (August 4-7, 380 registrants) –2010 Washington D.C. area Focused on practitioners –Papers, panels, posters, informal contact, workshops

5. ARL Sponsored Assessment Tools –ARL Statistics –LibQUAL+® –MINES for Libraries Building a Community of Practice –Library Assessment Conferences –Service Quality Evaluation Academy –Library Assessment blog –Workshops Individual Library Consultation –Dynamic Duo: Jim Self (Virginia) and Steve Hiller (Washington –Making Library Assessment Work (24 libraries) –Effective, Sustainable, Practical Library Assessment (6 libraries)

6. UW Libraries Assessment Priorities Understanding how faculty and students work Information seeking behavior and use Patterns of library use Value of library User needs Library contribution to customer success User satisfaction with services, collections, overall

7. University of Washington Established in 1861 Campuses in Seattle, Tacoma, and Bothell Public research university

8. Students and Learning Diverse students 30,000 undergraduates 9,300 graduate students 1,700 professional students

9. Research and Discovery Collaborative and interdisciplinary $1 billion US in grants and contracts for research Engineering, technology, forestry, aerospace, marine sciences, health, biosciences, computer sciences

10. Seattle and Innovation Microsoft Amazon RealNetworks Serials Solutions Starbucks Boeing Biotechnology firms Gates Foundation

11. University of Washington Libraries Large, public research library Over 7,000,000 volumes 50,000 serial titles Digital collections Excellent service Expert staff Innovation Global collections Assessment and planning since 1992

12. Award Winning Library

13. Culture of Assessment …is an environment in which decisions are based on facts, research and analysis, and where services are planned and delivered in ways which maximize positive outcomes and impacts for library clients. A culture of assessment is an integral part of the process of change and the creation of the 21 st century research.

14. All assessment is local Creating a culture of assessment

15. Methodological Diversity Qualitative and quantitative methods Surveys (since 1992) Focus groups Observation and interviews Usability LibQual Data mining And more…

16. We learned that… Remote use preferred Self-reliance and unmediated Online equals productivity Desktop delivery is top priority Undergraduates value place

17. Biosciences at the UW Internationally ranked graduate and research programs Largest segment of University research community Receive 80% of externally funded research monies

18. Key Questions Who are the bioscience students and researchers? What do they do? Where are they physically, administratively, and intellectually? How do they find and use information? What are the barriers? How can the Libraries help? How will we know if we have made any difference?

19. Bioscience Findings Print is dead, really dead e-journal provider Faculty dont come to the physical library Students come to the physical library Databases underused Personal information management Buy from Amazon

20. More Findings Transaction cost from discovery to delivery Fragmented systems and processes Multi-disciplinary collaborators Everywhere, in scattered locations Independent and self- sufficient researchers

21. Biosciences Recommendations Integrate search/discovery tools into users workflow Expand/improve information/service delivery options Make physical libraries more inviting and easier to use –Consolidate libraries, collections and service points –Reduce print holdings –Focus on services Use an integrated approach to collection allocations Get librarians to work outside library space Lead/partner in scholarly communications and E-science Provide more targeted communication and marketing

22. Biosciences Actions 2007-08 Appointed a Director, Cyberinfrastructure Initiatives, Biosciences, and eScience Strategic priorities: –Improve discovery to delivery (WorldCat Local, etc.) –Reshape physical facilities as discovery and learning centers –More rapid delivery services –Enhance the Libraries support for UWs scientific research infrastructure (DataNet, etc.) –Do market research

23. Can We Generalize? Did themes raised in the interviews/focus groups reflect the bioscience population? The campus community? The 2007 Triennial Survey as a corroborating source: Mode of access Resource type importance Sources consulted for research Primary reasons for using Libraries web sites Libraries contribution to work and academic success Useful library services (new and/or expanded )

24. Reasons for In-Person Library Visits 2001 Faculty and Undergrads Visiting Weekly or More Often

26. Undergrad Activities During Library Visits (% using at least weekly in 2004/2007)

27. Off-Campus Remote Use 1998-2007 ( Percentage using library services/collections at least 2x week)

28. Sources Consulted for Information on Research Topics ( Scale of 1 Not at All to 5 Usually)

29. Sources Consulted for Information on Research Topics (Scale of 1 never to 5 usually) I wish the interface between scholar and UW libraries was better. I want to search with Scholar, but use UW's credentials to access full-length articles. Right now, there are a lot of intermediary pages I need to visit. Bioengineering grad student

30. Libraries Contribution to… (Scale of 1 Minor to 5 Major)

31. Takeaways after 16 Years Undergraduates –Library as Place –Work, meet, learn, live Graduate/professional students –Access to information and services –How can the library save me time? Faculty –Collections (physical and virtual)

32. Innovative Responses Extend hours in Undergraduate Library (24/7) Create more diversified student learning spaces Privilege electronic journals Enhance usability of discovery tools and website Provide standardized service training for all staff Stop activities that do not add value Consolidate and merge branch libraries Change/reallocate collections budget and staffing Improve librarian liaison program to academic areas

33. WorldCat Local Discovery to delivery challenge One box, one stop shopping –Formats integrated –UW holdings, regional consortium, WorldCat, 50 million articles –User doesnt need to know how we do things internally Components –Content –Shared platform –Interoperability with local services Circulation, ILL, OpenURL –Common marketing

34. Results to Date 20% increase in use of local collections 60% increase in borrowing from regional consortia 114% increase in world- wide interlibrary loan 200-275,000 searches per month WCL is our #2 ranked OpenURL origin and growing

35. Innovation

36. UWILL University of Washington Information Literacy Learning lib.washington.edu/uwill/

38. UWired Established in 1994 Multiple partners Teaching, learning, and technology Information smart global citizens

39. Successes Collaboratories Center for Teaching Learning Commons Technology- enhanced spaces Course tools Workshops MyUW ONTECHNews

40. The Challenge: Maintain Relevancy and Centrality Overall Satisfaction by Group 1995-2007

41. Working without a Net

42. Suggestion Box in Hell

43. Listening and Responding For more information: http://www.lib.washington.edu/assessment/

44. Thank You