Out with the Desk: Re-Shaping Service Delivery in Libraries
Marc Pillon
Challenges facing public libraries:
- perceived as inconvenient/impractical in today’s digital world
- budgets are shrinking
- patrons expect a different service
Idea:
- bring the library to them e.g. Tim Horton’s, Loblaws, Shoppers
Vision for Public Libraries in the 21st Century
- convenience! = ‘cutting the cord’ to service
- being able to deliver them anytime, anywhere
- less traditional bricks-and-mortar
- more locations for drop off, pick up, access to technology
- partner with existing retail outlets
Library in a Box
Gave access to ILS with small computer.
Pros
- access to ILS anywhere
- small enough to carry anywhere
- limited only by wireless signal
Cons
- not easy to transport, bulky/heavy
- complicated setup requiring IT support
Introducing CanGURU
Using Apple iPhone and Bluetooth barcode scanner. iPad and wifi receiver
- highly portable, light weight, easy to use
- made inexpensive by using consumer products that are readily available
- can be easily replicated by other libraries
- used externally and internally (getting rid of information desk)
- highlights important of librarian (return to reader’s advisory, roving to enhance customer service)
- collaboration with social services, parks and recreation, and other non-profit organizations
Technology
- 3G or wifi for connectivity
- VPN (Cisco AnyConnect) for authenticated access to internal network
- RDP protocol for access to ILS software
- client device suh as iPad or notebook
- bluetooth barcode scanner
- custom iOS software (uses protocol to talk to ILS)
Future Improvements
- faster wifi
- streamline connectivity process
- self-check version for iPad
- patron version for self-check
- implement SIP3 options
- integrate with RFID
- porting to android and/or Windows 8 tablet
Where should Libraries Locate?
- big box stores/large retail centres
- coffee shops
- train stations/airports
- hospitals
- parks
- university/college campus
One Example: Fraser Valley Regional
Encapsulated technology in a car with public computers, books, check in/out, etc.
Another Example: University of Alberta has an embedded Edmonton Public Library branch.
Shaping the User Experience
Sonya Betz and Robert Zylstra
Problem
A lot of different web interfaces:
- library website
- libguides
- ILL
- OPAC
- etc.
Can get 3-4 different interfaces just doing a simple look up and placing a hold on book. Users find it too difficult to find things and so much time is spent trying to train users to use them all, but it’s a losing battle.
Had no mobile interface either.
Solution
Virtual Services Integration Project
- simplify access to library resources
- provide access via all devices
- provide common experience between platforms
First was mobile version (iOS App) and full-scale web (responsive design).
Key Concepts
- one access point replacing multiple access points
- mobile and desktop interfaces
- user aware
- fast and intuitive access
- consistent and intuitive experience
Project Motto
Think Big, Start Small, Move Fast
Using Web Servies APIs
Integrating Services (e-Reserve, room booking) and Resources (Physical, electronic, etc.). Also has EDS.
My Account: Authentication to App using LDAP, which send tokens to everything in the App to simulate single sign-on.
Search: uses EDS API, which allows limiters. Can then share through mail, print, copy, dropbox, etc. Holdings details from ILS.
Library info: from website.
Featured Lists: new materials using ILS
At Present
Consolidated 3 separate spaces of library info, search, and account.
Next
- MusicBrainz
- citations
- Alexander Street Press (streaming audio and video)
- Favourites
- shared folders
- library maps
- barcode scan
- NFC/RFID
Mobile App is a pilot for the CMS. App infrastructure will serve as basis for CMS. CMS and App will share user preference and content.
Marketing
- public press release
- website
- posters
- instructional sessions (provided premade screen)
- etc.
Worked with communications department.
More notes on Access 2012 Live Blog.