inspiring change: studying users to improve library services, dr susan gibbons

INSPIRING CHANGE:STUDYING USERS TO IMPROVE

LIBRARY SERVICES

Susan GibbonsUniversity Librarian &Deputy ProvostYale University

LIBRARY CHALLENGES Technology is rapidly changing research practices Shift from ownership to access Competition from commercial vendors Severe economic constraints

How can we stay aligned with the users of our libraries?

UNIVERSITY OF ROCHESTER (USA)

Anthropologist in the Library (2003)

Use methods of anthropology and ethnography to conduct in-depth studies of library users Goals Real vs. Perceived user needs Use findings to improve services, digital presence and physical facilities

Adapt to the changing needs of our users

RESEARCH CYCLEQuestio

n

Methods

Data Gatherin

gFindings

Change

EXAMPLE RESEARCH QUESTIONS RochesterHow students write/research papers?Barriers to dissertation/thesis completion?

How are science libraries being used? YaleBarriers to dissertation/thesis completion of humanities students?

How to design a center for teaching & learning?

How to design a digital humanities lab?

2 EXAMPLES

UndergraduatesPaper research and writing Graduate studentsDissertation process

BLACK BOX QUESTIONImprove library support of undergraduatesWhat makes an “A” paper? What happens between assignment of research paper and completed paper?

METHODSRetrospective InterviewsVolunteer students“Shadowed” throughout semesterInterviews

FRESHMEN ORIENTATIONParent

flickr.com/photos/tompagenet/2288339121/

WRITING & RESEARCH Not a linear process Student can’t always recognize where their problem is

Research Write Polish

Paper

Tools

Research

Writing

UNFAMILIAR WITH LIBRARIAN EXPERTISE

UNIVERSITY OF ROCHESTER

UNFAMILIAR WITH LIBRARIAN EXPERTISE

YALE UNIVERSITY

2 EXAMPLES

UndergraduatesPaper research and writing Graduate studentsDissertation process

DISSERTATION QUESTIONImprove library support of graduate studentsWhat are the barriers to successful dissertation completion?Rochester- all disciplinesYale- humanities focus

METHODSInSitu InterviewsShow us where and how you work

SIMILAR FINDINGS (ROCHESTER & YALE)

Magical summerTiming of introduction to research toolsHuman networks•How can librarians be a part of the network?

ROCHESTER FINDING- SPACE Ideal library space for graduate studentsNo undergraduate studentsSolitary, but with othersVariety of seating/tasksLots of outlets, good lighting

METHODS Design charettesDraw in detail your ideal library space

YALE FINDING- SPECIAL COLLECTIONSUnderstanding archival researchPaleography challengesHow to use other special collections/archives

NEW UNDERSTANDINGSBarriers to entry need to be loweredBlending of academic & socialImportance of physical spacesSymbolicNeutralTechnology & literature intertwined Defined by our servicesEmbrace experimentationTolerance of change & failure

ALIGNMENT WITH INSTITUTIONHelicopter parentsMore successful grant applicationsSafety on campusHumanities PhD completionYield- distinguishing educational experienceStudent retentionFaculty recruitment & retention

ANTHROLIB

QUESTIONS?

http://tinyurl.com/2a75pjgRepository of article, papers and

presentations by the University of Rochester libraries