igs information gas station. igs igs is designed to be a movable information station in two parts;...

iGSinformation Gas Station

iGS

iGS is designed to be a movable information station in two parts; self service ”pumps” and a double-sided service unit. People can come to the station with their questions and problems or they can send questions to the station by email, SMS etc.

Media Piazza of SanomaWSOY Publishing House

iGS: Starting Points

1. Establish a place and premices for personal face to face service

2. Promote information service3. Test mobility

Project

2002 on tour

2001: at the Lasipalatsi Film and Media Centre

Funded by the Access to Learning Award (Bill & Melinda Gates Foundation, 2000)

iGS started in 30th January 2001

1. Personal Service [1]

• Self service is the trend of today– lending, payment etc.

• Often self service is better service– avoid queues by lending desk– not personal control: ”Don’t look what

I read”

1. Personal Service [2]

• ”Everybody can search information all information by Google” on the contrary, valid information is not

easy to find

• Oversupply of information• Licenced resources and databases• Peoples’ routine ways on their

information behaviour demand for knowledge on possibilities and

effective or manysided ways of search

1. Personal Service [3]

Traditional model:Librarian is a gatekeeper

iGS model:Librarian is a consult

Customer have to decide which information is relevant–->at every phase of search process (not only final results)

Side by Side

Why ”iGS” brand?

At a good old gas station you get your windscreeen cleaned, and so in information Gas Station, if your screen is dusty

2. Promote Information Service

• Motto: ”Ask anything”– Widen the range of ”librarish”

information needs

• Citizen's Special Assistant– lack of skills– lack of time

Principles

• Facta is given if possible, not only references

• Limits of factual answers: health, laws etc. refer to the specialist on the basis of common sense

3. Mobility

• Mobile service at virtual– customers information needs arise ”on the

road” and they want send questions from anywhere

• Movable unit– we move along the road– to places we are needed

• ”The librarian with the portable computer”?

SMS

• People can send questions ”on the road”

• Answers are directed back to the mobile telephone

• 160 characters (also the answers)• Charge of 0,84 €

Team• ~10 persons work for iGS, mostly

at their own libraries• Experiences transfer in a natural

way to the everyday life and enrich their home libraries

• On tour: 1-2 person work at the station, others work by remote service

Tours: Work at the Info Station

• ”Gigs” and breaks variate• Guests can visit physically, but within

limited time and place• Helsinki Railway Station, Shopping

Centers, Service Houses for Senior Citizens, Media Piazza of Sanoma Publishing House, Book Fairs etc

iGS arrivals by lorry

Construct of two identic elements

Model of neon ligth from old Gas Station

In one hour construction is ready

Connection via cable, ADSL, WLAN

Remote Service

• Continuous and non-stop work besides one’s regular work

• Service also at weekends (some members of the team work on sundays)

Top Subjects 2002

iGS SMS

Languages, words ... 7 %

Health ............. 5 %

People ............. 5 %

Music .............. 5 %

Geography, places .. 4 %

Food & drinks ...... 4 %

N=778

iGS Email

Music .............8 %

Languages, words ..6 %

IT ................5 %

Economy, business..4 %

Health ............4 %

Authors,litterature4 %

N=3942

60 subject categories

Volumes 2001-2003

Virtual questions in a day

All services Total 7764•2001: 2978•2002: 4786

*)

All Questions per Day 2001-2003

0123456789

10111213

Chat

SMS

Email

Who Are They?

• ”Regular customers” (have sent more than one questions)

• Heavy users

2003

• Economic cutbacks of the city• The tours continue, but less• On-line service on radio / TV

Conclusions

• iGS seem to be something special• Personal service for those who need it• All kinds of information needs are

wellcome• A paradox of information society:

– information has become easier to reach for professionals, but ordinary citizens are more confused

– 10 years ago this kind of service could not be possible

http://igs.kirjastot.fi/ (finnish)

http://igs.kirjastot.fi/index3.html (in english)