Corporate libraries: Evolving as the electronic resources evolve Marilynn Dunker Intellectual Property & Business information Services The Procter & Gamble Company March 25, 2007

About the Procter & Gamble Company Based in Cincinnati, Ohio, USA Markets more than 250 brands which include Tide, Pringles, Iams, Pantene, Crest, Mr. Clean, Folgers, Duracell, Braun Oral B, and Pampers Reaches 5 billion consumers in over 130 countries Employs more than 140,000 people in approximately 80 countries Visit to find out morewww.pg.com

P&G’s Billion Dollar Brands

P&G Electronic Resources (1997) P&G Intranet was just getting started Accessing the Internet required special permission & a password Electronic Resources were loaded locally & available in Cincinnati via LAN –Global access was limited –Move to Intranet site access was started Resources continued to be hosted on in house servers

P&G Libraries & Information Searchers (1997) Libraries –Many physical libraries; low usage –High Cost Information Searchers –Strong expertise – Clients have limited access/awareness –Primarily physical-based –Semi-cohesive group No branding Limited sharing of work among searchers across geographic regions

P&G Virtual Library Project – The evolution begins Goals To make content and services available globally, regardless of time and location To support Company webification strategy Reduce physical libraries and provide cost savings

P&G Virtual Library: Ideal Vision Staffed InfoDesk with a “follow the sun” model –Ready to answer quick questions/training –Able to quickly pass on “out of scope” or in-depth search requests Website providing all electronic resources needed to support the business –Self-service for basic questions leaving Information Searchers free for higher value/more difficult requests. –Training information on website accessed as need by end-users

P&G Virtual Library: Launch 2001 Virtual Library InfoWeb –Access to databases, newsfeeds, electronic journals, training documents Virtual Library Infodesk –Available via chat, phone and –Provides on the spot assistance & quick answers –Funnels in-depth questions/searches to appropriate group Resources now available globally instead of limited to those with access to physical library

P&G Virtual Library: the reality Infodesk staffed by global team during US business hours –InfoDesk interactions & staffing levels not high enough to allow “follow the sun” model Website issues –Building awareness globally a challenge –Usability issues – some love website, some hate it –Despite a great variety of databases & e-journals, people sometime is unhappy with the content choices –Some say the don’t have time to do their own information searches

How else have the P&G libraries evolved? Changing the Collection Evolving the organization Changing the Searchers Interactions Establishing the Brand

Changing the collection Collection development required a new mindset –Less emphasis on print collections Moved to more full-text, both e-journals and e- books. –Focus on electronic resources evolved Transitioned from CDs loaded in house to databases hosted on the web Had to be as easy to access in Venezuela or China as in Cincinnati –Dealt with the electronic resource “Pricing Model Challenge.”

Evolving the Organization Consolidation of over 20 physical libraries down to three global locations Name changes to more accurately our work –Business Information services to Business Intelligence Services to Intellectual Property & Business Information Services (IPBIS) All information services brought under one umbrella – Virtual Library, Information Research, Records Management & Archives

Changing the Searchers’ Interactions Information Searchers took on a more global mindset No longer just working for the clients in primary business unit & location –Contact with clients as likely to be only as it is face to face –Phone call from Egypt answered in Italy, final search done in Cincinnati Began working in more formal teams –First began working as subject teams ( chemistry, engineering, business etc.) to support calls to Infodesk –Evolved to Global Business Teams which could provide: Better understanding of business priorities & needs Greater expertise & a means for sharing it in technology areas such as diapers, detergents or pharmaceuticals.

Establishing the Brand IPBIS is creating a brand that means quality information services within P&G. –Developed logos for overall organization & each service line Used for communications, posters, etc. –As part of branding, Information Research stepped up the visual quality of our output Search report templates to provide a more professional finish to already high quality searches. Training provide for “value added” touches Reports posted to internal sites to increase visibility & share the knowledge

The Evolution Continues… Improved Virtual Library website –More user friendly –Customizable, federated searching –Continuing to serve the needs of the business as it grows & changes Exploring use of Blogs, Wikis, Social Networking in our corporate environment.