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Descriptors:
Web Sites; Library Automation; Library Services; Computer Software; Computer Software Reviews; Library Development; Access to Information; Mass Media Use

Abstract:
In an increasing mobile environment, library and reading-related activities often take place on a phone or tablet device. Not only does this mean that library Web sites must keep mobile navigability in mind, but also develop and utilize apps that allow patrons to interact with information and with libraries. While apps do not serve every purpose, and sometimes a simply designed mobile Web site is a better choice, this author says she finds herself turning to apps on a regular basis. The apps discussed in this article (Goodreads, Dropbox, Wikipedia/Wikipanion, IMDB, EasyBib, WorldCat Mobile, e-readers, Pocket, Evernote, and Scan2PDF Moble,) are free and should work on Apple, Google, and PC platforms that support app use. These apps can be found through an app store specific to each device. As with all apps and online networks, one should be aware of security risks due to both viruses and hacking. Because many of these apps interact with each other and with sites on the Internet, even though they are vetted sites, users should be wary and use secure and frequently changed passwords in order to decrease vulnerability to malicious interference. Note:The following two links are not-applicable for text-based browsers or screen-reading software. Show Hide Full Abstract

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Descriptors:
Educational Needs; Academic Libraries; Telecommunications; Program Implementation; Library Automation; Library Development; Library Services; Reference Services; Models; Measurement Objectives; Measurement Techniques; User Satisfaction (Information); Computer Mediated Communication; Information Centers

Abstract:
A customer contact center offers academic libraries the ability to consistently improve their telephone, e-mail, and IM services. This paper discusses the establishment of a contact center and the benefits of implementing the contact center model at this institution. It then introduces a practical methodology for developing a valid measurement system to assess employees' handling of a contact center's telephone calls and subsequent training needs. When implemented effectively, a contact center can efficiently provide service while maximizing customer satisfaction. (Contains 5 tables, 3 figures and 14 notes.) Note:The following two links are not-applicable for text-based browsers or screen-reading software. Show Hide Full Abstract

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Descriptors:
Academic Libraries; Research Libraries; Library Administration; Library Automation; Library Development; Library Services; Performance Technology; Systems Development; Database Management Systems; Technology Uses in Education

Abstract:
A mission-critical system is one that is so intertwined with the operation of an organization that the organization can scarcely function without it. Just as in corporations, mission-critical library systems offer the capability to unlock talent and time. They are essential to the transformation of higher education and the learning environment. A library management system that is mission-critical must enable them to focus their time and talent to create new roles and roll out new services. So while libraries put a great deal of focus on their systems and their processes, the ultimate value of a mission-critical system is that it frees them to focus on things other than systems. The challenge is not in the management system--it is in how they can stay away from it. Their relevance is not determined by their management system but by the services that they provide directly to their users. Note:The following two links are not-applicable for text-based browsers or screen-reading software. Show Hide Full Abstract

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Descriptors:
Library Services; Databases; Academic Libraries; Electronic Libraries; Use Studies; Data Collection; Data Processing; Statistical Data; Usability; Library Automation; Library Development; Library Research; Performance Technology; Human Factors Engineering; Research Problems

Abstract:
Any librarian who has managed electronic resources has experienced the--for want of words--"joy" of gathering and analyzing usage statistics. Such statistics are important for evaluating the effectiveness of resources and for making important budgeting decisions. Unfortunately, the data are usually tedious to collect, inconsistently organized, of dubious accuracy, and anything but a joy to work with. Once the internet became the ubiquitous way to access content, it did not take long for the library community to create standards to ease the process of collecting usage data. In 2002, librarians formed Project COUNTER (Counting Online Usage of Networked Electronic Resources). A year later, COUNTER issued Release 1 of its Code of Practice, which outlined standards for publishers and vendors to report usage statistics. In 2007, the information science standards body NISO (National Information Standards Organization) created the Standardized Usage Statistics Harvesting Initiative protocol, known casually as SUSHI, which provides an automated way to download COUNTER reports via the web. While COUNTER and SUSHI have helped libraries come a long way toward improving the adoption and availability of usage statistics for library market vendors, the author soon came to learn that there is still a good amount of work libraries must do to get the data they need to make critical collection development and database budgeting decisions. The author learned his lesson the hard way, by first turning to SUSHI with the hope it would fulfill his library's need for data about database usage. But at the end of the day and after all his work building a SUSHI client, he still ended up having to visit dozens of vendor websites to manually collect, collate, format, and analyze all the data himself, using the classic desktop applications Access and Excel. After becoming thoroughly disillusioned with SUSHI, the author wanted to know if he was alone or if other libraries were bogged down in the same statistical quagmire. The rest of this article is about the results of a survey he conducted among his peers to not only satisfy his own curiosity but with the hope that such a study would reveal insights that the vendor community and COUNTER/NISO could use to improve the standards and protocols for collecting and reporting usage statistics. (Contains 3 online resources.) Note:The following two links are not-applicable for text-based browsers or screen-reading software. Show Hide Full Abstract

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Descriptors:
Search Engines; Computer System Design; Design Preferences; Guidelines; Change Strategies; Organizational Change; Access to Information; Usability; Information Transfer; Information Management; Metadata; Library Administration; Library Automation; Library Development

Abstract:
When staff at the Wisconsin State Law Library began compiling a wish list for a new website, the topic of a new domain name came up almost immediately. Their old website was located at http://wsll.state.wi.us. Spelling that relatively complex domain over the phone day after day provided the impetus to explore other options. Whatever domain name they settled on, they needed to be sure it would work for them. Switching to a new domain name is no small matter. According to the author, who is the web services librarian for the Wisconsin State Law Library, in 2008 more than 65% of their web traffic relied on individuals being able to find them through search engines. One of their top goals for the domain change process was to maintain their high search engine ranking. Though they were moving forward with a large website redesign, several online sources recommended against unveiling a new domain name along with a new website. Too many disruptions in content might confuse users but, even worse, it could also potentially cause problems in the transfer of organic search engine rankings from the old domain to the new. Launching a new domain name well before the redesigned website would help them to ensure a smooth transition between the names. This article discusses 25 steps for changing a domain name. (Contains 3 online resources.) Note:The following two links are not-applicable for text-based browsers or screen-reading software. Show Hide Full Abstract

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Descriptors:
Library Services; Library Automation; Open Source Technology; Research and Development; Trend Analysis; Technological Advancement; Library Development; Computer Software Reviews; Handheld Devices; Innovation

Abstract:
As another year draws to a close, the author reflects on the trends in play related to library technologies and attempts to anticipate their trajectory going forward. The library economy has not necessarily achieved full recovery from the recent downturn. Nevertheless, the author expects that investments in technology will expand next year. For the past few years, libraries have invested most heavily on products and services with direct end-user impact. Discovery services have represented a large proportion of the revenues in the library automation economy as sales of new products for management of behind-the-scenes operations generally have been on a downward slope. In the coming year, the author expects to see further advancements in the realm of library discovery services. This year has also seen a great deal of activity on the rollout of a new slate of what the author calls "library services platforms," a new generation of products with advancements beyond the traditional integrated library systems (ILSs). The author believes there is considerable pent-up demand for better tools to help manage library collections and operations. In the coming years, the author expects that libraries will acquire fewer automation components a la carte, but they will rather shift to more comprehensive product suites. It is increasingly less attractive to acquire link resolvers, electronic resource management tools, and discovery tools from different vendors given their increasing interdependencies. Although interest in open source library automation products continues to represent a significant component of the industry, interest seems to have plateaued. This represents a more mature approach as libraries routinely consider automation products offered under either proprietary or open source licenses. In times past, the author has been frustrated that development was slow and stagnant. It seems like the competition has now become more vigorous, with intense research and development leading to ever more innovative technology products. Lots of wheels are in motion, with libraries facing ever new challenges in the ebook arena, in competition from commercial services, and in the struggle for adequate financial resources. While it's never enough, the author sees that the technology tools emerging offer increasing promise to help libraries meet these formidable challenges. Note:The following two links are not-applicable for text-based browsers or screen-reading software. Show Hide Full Abstract

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Descriptors:
Equipment Maintenance; Technical Support; Information Technology; Technology Planning; Information Networks; Institutional Mission; Library Administration; Library Automation; Library Development; Library Equipment; Library Services; Performance Technology

Abstract:
In the library context, they depend on sophisticated business applications specifically designed to support their work. This infrastructure consists of such components as integrated library systems, their associated online catalogs or discovery services, and self-check equipment, as well as a Web site and the various online tools and services needed to manage and provide access to library resources. These systems work together to support the behind-the-scenes work, in-person services for patrons and virtual mobile and Web-based services. In this month's column, the author explores some of the layers of attention that need to be in place to ensure that technology contributes its full potential to the success of the organization. Some of these layers fall into the area of routine, but often deferred, maintenance, as well as larger-scale renovation or rebuilding projects. A stable, reliable, and well-designed technical infrastructure doesn't happen by itself. It requires that the library address the layers of routine maintenance, incremental improvements, and periodic reinvestment appropriate for such mission-critical assets. Note:The following two links are not-applicable for text-based browsers or screen-reading software. Show Hide Full Abstract

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Descriptors:
Library Services; Institutional Mission; Influence of Technology; Technological Advancement; Library Development; Library Materials; Organizational Change; Institutional Characteristics; Access to Computers; Electronic Publishing; Library Role; Library Automation

Abstract:
The core mission of libraries has always centered on making content and related services available to patrons. The form in which that content is delivered has changed continually. The most ancient libraries or archives organized clay tablets or cylinders written in cuneiform. Centuries ago, the transition from scrolls to codices must have been traumatic. Many may have seen the humorous video where a scholar in the middle ages who was used to unwinding scrolls experiences a book for the first time and struggles with how to open it and find information in the unfamiliar format. In the present times, these kind of radical transformations happen not every few centuries but every few years. In recent decades, libraries have worked their way through a succession of changes in technology and in media that creates opportunities for library services that may or may not endure. The author does not anticipate any end to the ongoing cycle of technology-related services offered by libraries, as long as libraries adapt quickly to each round of change. Note:The following two links are not-applicable for text-based browsers or screen-reading software. Show Hide Full Abstract

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Descriptors:
Information Services; Internet; Technology Planning; Access to Information; Library Administration; Library Automation; Library Development; Performance Factors; Information Theory; Information Networks

Abstract:
Broadband and bandwidth allocation is an essential technology planning activity that libraries should address on a continual basis. There are five key factors that will impact your network's performance: 1. infrastructure, 2. network load, 3. workstation performance, 4. prioritization of services, and 5. network management. The author thinks it's safe to say that bandwidth management should be an important part of every library's technology planning practices. You can't provide quality information services for your community if you don't have adequate bandwidth. Healthy planning and network management practices are key to keeping your customers happy. Note:The following two links are not-applicable for text-based browsers or screen-reading software. Show Hide Full Abstract

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Descriptors:
Research Libraries; Library Services; Innovation; Predictor Variables; Library Research; Library Development; Library Automation; Access to Information; Online Catalogs; Cataloging; Recordkeeping; Electronic Publishing; Electronic Libraries; Change Strategies; Best Practices; Improvement Programs; Program Improvement

Abstract:
In this column, the author discusses how the management of e-books has introduced, at many libraries and in varying degrees, the challenges of maintaining effective technical services workflows. Four different e-book workflows are identified and explored, and the author takes a closer look at how particular variables for each are affected, such as ordering, cataloging procedures, and access models. She then discusses solutions at American University Library through the use of a number of tools: MARCEdit, training staff not previously as familiar on electronic resources management (ERM) techniques, and utilizing the open sources CORAL ERMS, all in addition to systems and tools already in use. These efforts by the author and the American University (AU) staff were done as part of a movement from reactively managing e-book workflows to proactively seeking solutions for the multiplicity of efforts that are needed to maintain good recordkeeping for them throughout their existence, from acquisition by library staff to access for patrons. Note:The following two links are not-applicable for text-based browsers or screen-reading software. Show Hide Full Abstract

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