responding to the future (jennifer peasley)
DESCRIPTION
Jennifer Peasley Macquarie University Macquarie University is currently undergoing a number of significant changes, including a review of the academic structure of the University, the establishment of a new medical school and planning for a new Library building. The challenge for Macquarie University Library is to focus on the future as well as the present – to anticipate the impact of these changes and the needs of current and future users in planning our service model, so that we can provide the services and support required. One of the biggest challenges is planning for a new building which will not open until 2010: what environments will our users want to work in and how can we capitalise on technological developments to deliver quality services when, where and how our users need them? Working through the possibilities provides us with an opportunity to explore how we might structure and develop our workforce, ensure quality, and develop and trial new services and delivery methods, making use of Web 2.0 technologies. This paper will explore the potential requirements of our users, their physical and virtual environments and how the Library is planning to develop new approaches to service delivery to meet their needs.TRANSCRIPT
Macquarie University Library
Responding to the future
Jennifer PeasleyDeputy University Librarian
Macquarie University Library
Macquarie University Library
Responding to:
New client needs
New technologies
New environments
New skill requirements
……… it’s a challenge!
Macquarie University Library
Focusing on our clients:
Who are they?
What are their needs? Now? In the future?
What do they think of us and our services?
Macquarie University Library
…and their environments:
Physical
Virtual
Technological
Macquarie University Library
Who are our users?
Development of personas
‘Digital natives’ and ‘digital immigrants’
Macquarie University Library
What do they want from us?
Information – when and where (and how) they need it
Support and help in finding the ‘best stuff’
Seamless and consistent service
To be able to use the Library in their own way
Macquarie University Library
What do they think of us?
Library is just a building
Library website is just a portal
Library applications are not user friendly or easily accessible
Macquarie University Library
What environments do they work in?
Busy, distracting, time pressured
Access to, use of and comfort with technology varies
Macquarie University Library
What virtual and physical environmentsdo clients want us to provide?
Flexible and comfortable physical environments
Intuitive virtual environments, with useful and usable information, and support
Macquarie University Library
What information consumes is rather obvious: it consumes the attention of its recipients.
Hence a wealth of information creates a poverty of attention and a need to allocate that attention efficiently among the overabundance of information sources that might consume it.
Herbert SimonSource: Lorcan Dempsey, OCLC
Macquarie University Library
Our response: Quality enhancement and
continuous improvement
Capitalise on developments in technology
Macquarie University Library
A new physical space:a new Library in 2010
Macquarie University Library
An automated warehousing solution adapted for documentretrieval – anAutomated Storageand Retrieval System (ASRS)
Macquarie University Library
Macquarie University Library
Macquarie University Library
Macquarie University Library
This provides an opportunity to:
Review service delivery – virtual and physical
Review structures and skill requirements
Macquarie University Library
And further opportunities to:
Build a client-focused culture Communicate and build
relationships with clients
