Colorado visit for the 16th Distance Library Services Conference

Got in some hiking too :)

I just got back from one of my favorite states of Colorado from attending the  16th Distance Library Service conference, a small conference in one hotel with about 230 attendees. Really good conference for new librarians getting into distance and online learning. It is well organized, good presenters with friendly people from all over even internationally. I found many of the session content not so relevant to me as we have implemented many of these ideas already at UNCG over recent years! But I have a few takeaways to share. I recommend the conference to those on fringe of distance, or instruction librarians trying to learn how to reach online students.

One session I did enjoy and glean some ideas was from Nova Southeastern, a large primary graduate school in. Florida, with a presentation of their library video repository. Check it out at http://sherman.library.nova.edu/sites/learn  Their slides are here and they talked us through the process of getting to this video repository site. I like how they created an actual map of where all their students were virtually coming in from. This helped determine how to host their videos (ex: YouTube not accessible to their students in china so not an option). They noted a key article to read for advice "Best practices for online video tutorials in academic libraries - a study of student performances  and understanding" by Bowels-Terry, Hensley and Hinchliffe. And gave us a few key things to keep in mind when creating tutorials (with my comments in parenthesis)

• Most important content first in case student do not listen to it all (great point, but also just make them short with limited info so they will watch it all)
• Brand the start of each video (*note - a poster session I went to later on had done a year long usability test of their tutorials with feedback from students saying "we hate the opening brand, as well as don't "start at library homepage - we want you to jump right into where we have issues/need help")
• Not overly flashy but clean and straightforward
• Captioning and transcripts a must (now switching .srt captioning file standard   - a summer project for me!)
• Shorter the better, make them in chunks, modular
• Central file storage, link from there with consisting naming (been doing this and it makes it so much easier to update, replace file w/o replacing it every place it's linked)

Other conference takeaways: 

• One library tracks students in their LMS courses as to who looked at the libguide and videos embedded there, and how that impacted their grades and final assignments. Not easy to correlate but they are trying!
• Another library is creating a digital badges program in Blackboard for information literacy skills/outcomes. They wanted to use for extrinsic motivators - for tracking learning outcome. In BB these are called "achievement"
• a great way to travel with a poster, try getting it printed on fabric! easy to travel with (poster session takeaway - she used SpoonFlowers :)(
• Also the conference organizers offered this cool Learning Forward session to wrap up the conference; choose a general topic and room, and attendees gather to discuss what they learned, found interesting, other ideas,  etc. A great way to starting applying what you learned and connect with others before you get back home to work and think to yourself "hmmm what did I learn there...?"!

Keynote Steven Bell (handout) was the most interesting to me, though he gave a lot of info + ideas in a short amount of time: 

• " Alt-higher ed " --(article on it)  idea of how it's changing with online learning via MOOC like situations. Higher ed expensive, huge student debt, lots can be learned on your own online. Predictions of students going for a few years only enough to get some sort of a job (like an AA degree) but then use moocs for the key learning you need, at multiple institution,  3-7 years, non linear and unpredictable. Also companies are rising up to help train students in real world needs of employers by adding value to higher ed. Ex- Koru is a bootcamp for college grads from liberal arts institutions to learn key skills has already signed agreements w 13 institutions to get their grads into this bootcamp post graduation (costs extra though)
• Virtual Gate Opening --  Next he talked about changing the online user experience. Focus on people not content as we are not gate keepers. One great example was the Enterprise Rental Car recent commercials  - "We all have the power to make it right" -  they redesigned their customer service instead of focusing on cars to people, as they discovered dealing w/ people's problems is always the biggest issue and provide s best customer service. They went from bottom in rental car company customer service to almost the top in 2 years. Can we do this in libraries?  Another example is the  Seattle  Pikes Fish Market. Joseph Michelli is the visionary behind this change from the fish market going under to where it is today. Called a "Way we serve statement" or an  "experiential brand statement" NOT marketing but empowering statement and way of changing behaviors. (For Pikes is was "treat people as if they are world famous")  Should be an easy to remember phrase that employees live not a marketing gimmick/mission statement. Michelli has a Way We Serve development tool you can use in your library! (pdf)    Check out the book - The new Gold Standard, about the Ritz Carleton hotels experience to a amazing customer service motel. Their service credo "we pledge to provide the finest personal service and facilities for our guest" w/ steps of service -  intro self, make eye contact, ask if you met their need. Why this is so impt- everyone is responsible and can't push it off on someone else! Also check out the Zappos Experience for a more online UX. Lots to read!
• Customer journey mapping -- To change the experience, need to study the customers journey, map it out and find a better process. Carneige in Pittsburgh did this design process they mapped every customers potential journey.  Do this as a staff, virtual journey mapping,  even small processes such as ereserves, what are all the step for a customer and how many different processes are there!
• 5 C's of distance library UX
• Convenient - must be easy for them
• Consistent  - things similar online so students can find what they need every time
• Competent  - have everyone everywhere be ready to help in all areas
• Connected - harder area to reach to make them feel connected
• Community - this is the hardest!

photo courtesy of Tina Adams

Lastly my panel presentation -  Librarians as partners: Strategies for systematically embedding in online course development -  seemed like a positive learning experience for people too. Our goal was to tell our stories from three different libraries at various stages of embedding in online course development process  - one at early stages, one embedding in faculty environment, and one in a fully online program, fully integrated. My part was discussing how I collaborated and partnered with FTLC to create Power Up - a bootcamp for faculty development of online courses.  Surprisingly one of the popular takeaways from our last poll everywhere poll "what did you learn today that you can apply at your library" indicated most people gleaned Jenn's idea of spreadsheet of elearning objects for maintenance timetable. Actually all three of us do this sort of maintained and perhaps indicates a great idea for future presentation on how build a scalable, sustainable manageable elearning repository. 

ALA Midwinter 2009 Summary

Lucky me, I flew into the Denver area early and got to enjoy the 70 degree weather for hiking and visiting with Colorado friends. But when Friday arrived and ALA midwinter officially began, it was the usual cold, snowy January Colorado day, a good time to be inside attending sessions on various topics. Here is a summary of some sessions I attended:

RUSA/STARS ILL Hot Topic Discussion

Many libraries are having major budget crises in their library - from 50% budget cuts to full time staff layoffs. Several librarians from U of AZ, U of OR , Colorado State University, Baylor, LC, etc. discussed their issues and ideas for dealing with budget problems:

• Generate income streams/revues. (EX: rights and reproductions of special collections materials)
  
• Use RAPID.
  
• Use other people from various areas of the library (tech services folks esp good for searching) Put ILLiad software on computers in reference and spec collections and train others to use it. Night staff does ILL requests at night. Note: 30-40% of ILL work is NOT from ILL dept. (U of AZ)
• Everyone ILL dept is cross trained.
  
• Students are trained in all areas of ILL, more so than staff – they are easier to train, pick it up faster, esp technology. And they use ILLiad - not just pulling books or mail. (CSU)
  
• No physical reserves! (U of AZ) Video streaming is used esp for DVDs. Doc delivery for all physical books.
• Hired back retired staff to work part time, is very reliable, but costs less than fulltime staff.
• Only borrow from IFM libraries.
• Went through every possible procedure and cut back on any unnecessary task and paperwork to save time. (U of OR)
• Don’t worry about overdues - waste of time for staff for what $5.
  
• Stacks does the pulling for all lending (they are quick and know the stacks well) and this benefits both b/c the stacks folks then are needed more and less likely to have positions cut.
  
• Reserves Dept does the scanning and doc delivery - works well, since their busy time is not same as ILL busy time of semester. Also, ILL and reserves processes are similar and was a nature combo.
• Using technology to train staff such as a wiki of info everyone can post to (ex: how to fill a difficult request), youtube videos on how-to do a task, post resources and help on blackboard … staff can use this as a reference instead of always needing an actual staff person to go to - especially relevant at night for ILL work. (Baylor)
• Mobile scanning station - take it with you around stacks instead of gathering print, bringing down to ILL, scanning and taking back up again to stacks. (someone actually calculated this saved 40 hours a week )
• Supporting borrowing side with lending revenue; take revenue to fill staff/student positions; or some us it for UPS costs.

LITA Distance Learning Interest Group Session

• Check out their blog: http://dlig.wordpress.com/
  
• (regis) Library does a 2 week faculty orientation to library course via blackboard. Reach out to adjuncts and new faculty. Usually 15-20 people each time.
• Text from catalog to cell to find your book in library stacks (included call #, title, and location in library. (WFU)
  
• Screen capture tools/tutorials: Captivate (regis) - you can track stats via google analytics (shockwave flash embedded) including how far user has gone, buttons clicked, etc. Can do this in Viewlet Builder as well (VB is best for multiple buttons in tutorials) set resolutions at 800 x 600. Also using Jing and Wink for quick, on the spot chat references.
  
• Ants projects: ants.wetpaint.com - Canadian project, librarians can post tutorials that all can use and edit if needed. Also turn them into a tutorial on Bliptv (better resolution than youtube)
  
• Check out the Horizon report to see whats coming down the road in tech -- this time mobile and cloub computing
  
• Slideshare.net - see many presentations here from conferences or just someone sharing a presentations.
  
• LibX toolbar - recommended by many libraries.
  

ACRL Distance Learning Section Discussion Group

After running my committee meeting as co-chair of the Bibliography Committee, we all met as a large group and discussed two reports on scholarly communication - Current Models of Digital Scholarly Communication Nov 2008 by Marion and Smith; Ithaka’s 2006 Studies of Key Stakeholders in Digital Transformation in Higher Education (PDF) August 18, 2008 by Housewirght and Schenfeld. Then discussion shifted to budget issues and paper vs electronic journals. Most libraries are getting rid of paper copies of ejournals (esp JSTOR) – some say they get initial complaints to hold on to them, but most faculty are okay after they are removed from the collection. Someone suggested that we have to push back to get more support and realization to faculty that of what we do and offer. Most libraries goal is to make things seamless as possible. What about an embargo and the currect copy is not available? Then go directly to ILLiad to request it. Someone mention if we all get rid of everything paper, then who can we borrow the embargoed copy from? As long as one library keeps it we'll be alright :>

Task Force on the Environment (SSRT)

I also attended a working group session of TFOE. We discussed a program for ALA Annual in Chicago with the hope to have some brief presentation but mainly focus on attendees forming into groups to discuss small, practical, things they are doing or could be doing in their libraries, offer this chance for networking with others, and to share and work collaboratively on greening your library ideas. Also discussed was next year 2010 will be 40th anniversary of Earth Day and 10th anniversary of ALA's Libraries Build Sustainable Communities, so some good green planning should be started now to make it an ALA wide event in 2010. Join the listserv and stay tuned!