Information & Communication Technology (ICT) Enabled Total Quality Management (TQM) in Library and Information Services (LIS) Keynote Address Delivered in the Sixteenth National Convention on Knowledge, Library and Information Networking (NACLIN 2013) on ‘Emerging Technologies and Innovations in Library Practices’, organized by DELNET at MNIT, Jaipur Roshan Lal Raina Indian Institute of Management Lucknow December 11, 2013

Agenda Context LIS Functions in Context Challenges for LIPs Opportunities for LICs & LIPs Way Forward

LABOUR AGRICULTURAL ECONOMY CAPITAL INDUSTRIAL ECONOMY KNOWLEDGE INFORMATION ECONOMY Context?

KC Knowledge Creation Knowledge Capture Knowledge Use/Application

LIPs in K/I C Not just Facilitators but Partners in all the three components

LIS Functions in Changed Context Procure Process Provide Not just Reading Materials but Essence

Challenges in Acquisitions Evolve Policies with Customer as the Focus No March Pressures Move from traditional to modern IT enabled procurement methods No vendor patronage --- competitive E-books

Consumer Attitudes Toward E-Book Reading Consumers are very interested in "bundling" print and digital versions of a book, with 48% of survey respondents willing to pay more for bundles. Just over half of survey respondents would pay more for an e-book if it could be given away or re-sold. Consumers do not distinguish between e-books published by traditional houses and independently published options when making buying decisions. While the numbers are relatively small, there is an increase in the number of people who buy print and digital versions of a book interchangeably and a slow decline in the number of people who exclusively buy e-books. Len Vlahos, BISG Executive Director, said "Four years of consumer data shows clearly that e- book consumption has reached mainstream readers and has expanded well beyond early adopter 'power readers,' but that physical books remain a popular format for many consumers, especially in certain categories. This survey provides actionable information for companies across the industry to stay ahead of these trends."

Challenges in Processing … no less Give it the treatment that it deserves and not overdue on this Again, keep your ‘USER’ in focus Use the facilities already available Accommodate your own (local) requirements

User’s Frustration? “I don’t want to search…. I just want to find!” “Just give me the Answer…. And make sure it’s right!” Research has always been challenging, but there are so many resources available online today that finding an important article can feel like an impossible task. Services

Disjointed approach to information searching and service delivery OPACs E-Journals Databases Digital Repositories Newspaper Articles E-Books Cited References Other Contents All searched separately

Alternatives Federated searches Web-scale discovery. A preharvested central index coupled with a richly featured discovery layer providing a single search across a library’s local, open access, and subscription collections Central index. The collection of preharvested and processed metadata and full text that comprises the searchable content. Discovery layer. The user interface and search system for discovering, displaying, and interacting with the content in library systems

The Solution Single Search Interface

Federated Search Real-time query and responses Library OPAC E-Journals Databases Digital Repositories Search Results

Web-scale discovery search Library OPAC E-Journals Databases Digital Repositories Pre-built harvesting and indexing Unified Index Search Results

Discovery Services …. "Select Big 4" OCLC WorldCat Local(late 2007) Serials Solutions Summon (mid 2009 Summon 2.0) EBSCO Discovery Service (early 2010) Ex LibrisPrimo Central (mid 2010)

Patrons Switching Faster Than Libraries Faculty and Students Already Looking Elsewhere for Search Help Where Do Students Start a Search? Where Do Faculty Start Their Research? n = 2,229 n = 3,025 Search Engine 83% Wikipedia Social Networking Site E‐mail E‐mail Subscription Online Database Ask an Expert Site Library Website 7% 2% 1% 0% A specific electronic research resource A general purpose search engine Your online library catalog The library building % 47% 21% 32% 28% 18% 13% 4% 2009 Source: “Faculty Study 2009: Key Strategic Insights for Libraries, Publishers,Faculty Study 2009: Key Strategic Insights for Libraries, Publishers © 2011 The Advisory Board Company Dand Societies” Ithaka S+R; “Perceptions of Libraries, 2010,” OCLC.

increase accessibility of e-resources and increase full-text downloads Students generally love discovery services LIPs reactions are mixed at best. Advanced searchers are not generally satisfied Relevancy ranking can still be improved Adding Federated search does not add much to web scale discovery (currently) Content providers are generally eager to cooperate with discovery vendors to have their content indexed. Problems of broken links are still an issue What Has Discovery Done Actually ?

Impact Resource Usage (full-text, OPAC, A & I, Article alerts Workflow on management of e-resources Proper marketing & positioning of discovery products for users Information literacy Attitudes of users at different levels Usability testing & integration of discovery services into library portals

Challenges Relevance of the hits Subject coverage in terms of currency and content Precision ratio Are web scale discovery tools a good starting point for exhaustive subject searches or for exploring new topics? Will such tools help a searcher to become competent information user in the work place and in later life? Do we need to change our information literacy education to find the new discovery environment? Can we augment our discovery services to support and deliver our information system.

Way Ahead … Recommendation services [Contextual] Field navigation Relevance ranked results Enhanced visual displays Multi-media stuff

Searching & Retrieval Habits Patron – the key Producer The Facilitator » Question Please Thanks