oclc online computer library center exceeding user expectations of libraries january 20, 2007 doug...

OCLC Online Computer Library Center

Exceeding User Expectations of Libraries

January 20, 2007

Doug Loynes Director, Content InitiativesOCLC, Online Computer Library Center

[email protected]


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Outline

User expectations

OCLC’s mission and approach

Things we’re doing today

What’s coming up


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User expectations

www.oclc.org/reports/2005perceptions.htm

Collections

Services

Experience


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Collections – themes

Books, books, books

Lots of copies

New titles

Broad selection


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Services – themes

Self-service

Professional assistance

Marketing


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Collections – quotes

“My library needs to expand its horizons and add more

books that appeal to more people.”

“Replace outdated scientific and technical books.”

“People go to the library for . . . intellectual resources.”

“When there is a new book out, try to get it fast and get

plenty of copies [or else I’ll] forget about it and lose

interest.”


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Services – quotes

“Make it easier to find the information by yourself.”

“Automatic check-out.”

“Assistance should be more readily available.”

“There is always someone there to help when it’s needed.”


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Services – quotes

“Let people know what you can provide.”

“Advertise on the T.V. or have ads on the Internet. I

think some people are a bit busy and forget about

libraries. So if you remind people by doing this, then

you will get more people in.”


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Experience – themes

Modernize

Inviting atmosphere

Support end user lifestyles


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Experience – quotes

“Be more hip.”

“Better lighting.”

“Replace the furniture.”

“Provide a more homey atmosphere.”

“[Stay modern] without losing [your] charm.”

“Realize people’s time is as valuable as yours.”


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Experience – quotes

“Hire more cheerful workers (honestly, it seems as if

they’re just waiting for five o’clock to roll around so they

can go home and kill themselves).”

“Keep smiling.”


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OCLC exists to further access to the world's information and reduce library costs by offering services for libraries and their users.


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Make it sticky

Library “capacity”

Partner, partner, partner

How


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Make it sticky

Self-service

Easy navigation

Search globally, act locally


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Library capacity

Collections

Services

Community, Place, Expertise


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Partner

Syndication programs

Self-service partners

Network interfaces


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New partnerships

Via Google Book Search

Via Live Academic Search


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WorldCat search traffic

0

20

40

60

80

100

120

FY03 FY04 FY05 FY06

Millions

Open WorldCat

Group Catalog

WorldCat on FS

WorldCat.org


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WorldCat.org – traffic

0

2,000,000

4,000,000

6,000,000

8,000,000

10,000,000

12,000,000

2005 2006

Jul Aug Sep Oct Nov Dec

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2

ReferralsIn millions

Month over month

6


30

0

100000

200000

300000

400000

500000

600000Ja

n '0

6

Feb

'0

6

Mar

'06

Ap

r '0

6

May '0

6

Jun

'0

6

Jul '0

6

Au

g '0

6

Sep

'0

6

Oct

'06

Clicks to library services


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WorldCat.org – traffic

Total referrals

Click throughs to libraries

Monthly

Volume

10M

550K

% increase

YTD

76%

183%

(FY07 vs. FY06)

WorldCat.org – Linking to libraries Before

WorldCat.org – Linking to libraries Now


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WorldCat.org

Firefox

Google

Yahoo!


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Subject: Napoleonic Wars

Author: Stephen King

Title: The Old Man and the Sea


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What we’re doing today – WorldCat.org demo

Browsing titles

FRBR

Relevancy ranking

Multilingual interfaces

Requesting materials


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What’s coming up: community

Personal customization

Citation and bibliography management

Ratings, reviews, recommendations

Tagging and personal cataloging


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Collections – quotes

“Until this survey, I didn’t realize that a library might

have music, movies and audiobooks to borrow.”


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WorldCat.org – Beyond the book

FirstSearch Base Package content indexed in WorldCat.org

ArticleFirst, ERIC, GPO, Medline

Resolution to full text from WorldCat.org

Links to full text for free materials

Full text on OCLC (ECO, WilsonSelect) as authenticated

Full text hosted outside OCLC, via local resolver


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Other

Institution search

Expertise search


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Summing up – users

Equate libraries with books

Value library services – that they know about

Start elsewhere online for information

Expect friendly customer service


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Summing up – WorldCat.org

Reaching users where they are online

Representing libraries, their collections & services

Engaging end user services

Build the library brand

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