RSIG 2013 Annual Report to TCLC Co-chairs – Stephanie Riley and Stephen Marvin We have met several times to gather ideas and plan for events. Stephanie Riley will be changing her current position from Immaculata University to Saint Joseph University this year. Following are notes from the two meetings held this year.

TCLC RSIG Meeting at the Philadelphia Multi University Campus / March 22, 2013

Agenda Attendees from institutions: Bryn Athyn College, Cabrini College, Cairn University, Delaware County Community College, Delaware State University, Delaware Technical Community College, Drexel University, Eastern University, Holy Family University, Immaculata University, Montgomery County Community College, Moore College of Art & Design, Neumann University, Peirce College, Rosemont College, Saint Joseph's University, TCNJ, University of the Arts, Ursinus College and West Chester University

To lead discussion, attendees were invited to review selected articles to improve promotion of information services and resources in the academic libraries represented. A brief summary and some of the points mentioned were presented.

A. Promotional Strategies for Information Products and Services (2012) by Ina Fourie and Liezl Ball, Library Hi Tech, v.30, n.4, p. 683-692. To improve the use of information products/services, especially new features, academic libraries as well as aggregators/providers, need to address consumers on various levels. Faculty members, students, and administration should be included. Article presents a variety of targeted competitions and prizes to appeal to serious and entertaining methods to promote products and resources. Some of the basic findings –need to address consumers on various levels. a variety of targeted competitions and prizes can be used. Points presented for discussion from the article included:

1. Intro – consider the actions of exhibitors during a conference to attract visitors - drop a card, treat, toy, trial subscription. Compare with the Reference Desk or other service desks in the library. Sampling of items libraries provide include: paper clips, scrap paper, scissors, tape, highlighters, pens, bookmarks, cutting board, stapler, hand sanitizers, tissues, hole punching. Signs also vary from We Don’t Bite, Ask Here, to Please Interrupt Us! Name tags helped so person could recall who they spoke to or who to inquire for follow-up work. Word of mouth was a big benefit specifically for assignments requiring a signature of a librarian, a hand out sheet/help aid, and scavenger hunts. Others found requiring an appointment added value to the encounter for both the client and librarian to help with research projects.

2. Stakeholders – students, faculty, staff, lower undergrad, tenure track faculty, etc. Some librarians would send articles to their liaisons on a recent topic of discussion or a theme such as publishing for faculty. Other librarians would audit a class and leverage their knowledge with class mates. Course instruction was popular also.

3. What marketing do you do now? Examples of marketing efforts were discussed including a game night once per semester.

4. Promotable services and features – Some libraries provide Libguides for classes, ADA support, Mobile access, discipline specific resources, list of topics with current events, bibliographies, offer collaboration, respond to copyright questions or accessibility, provide captioning, streaming video and audio services, management systems with persistent URL’s and regular monthly reports to the University on activities of the library helped.

5. Life/World of information consumers – work, studies, research and entertainment

o Via assignments for undergraduate/post graduate students - two types of triage services were mentioned; faculty, student, librarian projects; the second, for IM, on call and embedded Reference contact.

o Post graduates via workshops

o Faculty via competitions – contest on greatest use of library resources - Credo, for example, as a resource in all assignments

o Aggregator/provider services to target librarians – webinars, features of a product, or new release of new database.

o Aggregator/provider services to institution

. Showcase features on blog, Facebook, Twitter, webpage drawing/contest

. Awards toward points for a voucher or online shopping

6. Promotional items – branded prizes, appeal to sense of humor, voucher for coffee shop – stakeholder buy-in.

7. Conclusion = appeal to the serious and entertainment nature of life.

Participants were surprised by one library’s announcement of a dip in usage of electronic resources. Could it be an omen? Frustrating when faculty assign resources for research not from the library. Example - Students in a nutrition program are asked to join the professional association, using the student discount, to obtain the resources of the association for the course. Some of the libraries have a Learning Commons. Some are producing instructional videos. There are concerns of the economy impacting libraries, librarians shifting from 12 month to 9 month, a director being laid off, whether the librarians should be considered faculty. Some libraries have used signs as a lure, ‘We Don’t Bite’, ‘Ask Here’, ‘Please Interrupt Us’, Other lures include supplies such as paper clips, pencils, tissues, hand sanitizers, can be positive to attract to the service desk. Name tags help people remember who they met or spoke to. Many positive results come from word of mouth campaigns. Asking for appointments make meetings more respectful of your time.

B - Marketing Reference Resources and Services Through a University Outreach Program by John Cruickshank and David G. Nowak. The Reference Librarian, ISSN 0276-3877, 02/2001, Volume 35, Issue 73, pp. 265 - 280. Discusses the Outreach Program as an excellent framework for the marketing of reference services and resources. It is often the close, long-term collaboration between academic faculty and reference librarians making the discovery of crucial information needs possible. In-depth interviews with strategically selected faculty and continuous feedback provide the basis of effective planning for reference services and a wise marketing strategy.

1. Traditionally public libraries, neglected user populations, academic outreach is relatively new – off campus courses, distance ed students, U of Oregon creating new relationships with targeted campus groups, students in dorms, one-to-one personal contact. Also faculty, lunches, house calls, presentations, etc.

2. Mississippi State U Libraries – 15,000 students, 800 faculty – liaisons worked as teams and Director/Dean contacted academic deans for their support. Emphasized online resources, facilitate off-site users, gateway to other web resources and instruction.

3. Well-conceived marketing plan developed after an internal marketing audit is conducted.

4. External audit – personal interviews with targeted faculty and support.

5. Reverse the trend in Reference of fewer quantity and quality encounters. TOC service, teach faculty how to create and use Alerts,

6. Disconnect between the e-resources of the library vs the professional association resources promoted by individual faculty bypassing the library. Students charged $20 to access their professional association materials instead of fostering use of library resources.

7. Unclear whether faculty unmet needs are being addressed. Faculty receiving unrelated TOC to their interests. TOO BUSY.

8. Internal audit of marketing reference. Stuart Sutton typology of libraries for models of reference service. Provide subsets of content relevant to highest potential of use. Move to consultative model. Have an electronic reference desk separate from ready reference desk. 9. New Service Program – internal audit and analysis – develop more consultative reference, more partnership relations, evaluate results, able to summarize, hand deliver search results to faculty. If faculty are disappointed in the results of a search, librarian is consulted for review and method to improve results or use of other resources.

10. New Service Philosophy – user centered library. Separate coordinators for Reference, Instruction and Outreach. Less administrative hierarchy and more interaction directly with users, no matter of rank or department. Moving toward a more consultative model

Some libraries have success with gaming with once/semester game night, crossword puzzles, other type of gaming e.g. scrabble. Others send articles or updates on publishing to faculty. They take opportunities, such as with Children’s literature program, and invite shameless marketing of resources, etc. Don’t be humble. Promote regular reports to the university, at least monthly. Have events such as Scholar Sits, seminars, and celebrations. How do you market? Some have strong library presence embedded in course management systems such as D2L, Blackboard. Some have found the ‘in person’ tactic helpful by asking about an assignment and offering to tailor lessons to assignments. Lots of experimentation was learned to be in applications for dedication to more Faculty friendly resources, understanding use of non-library resources by faculty, triage reference models, On- call services, help with understanding the nature of resources found on the Intenet, more consultative services with a focus of attention to faculty rather than students, and service model conflicts with colleagues. Some are working with new models of instruction (Moodle, MOOC’s, etc., embedded librarians and e-reference services.

C - Death of Reference or Birth of a New Marketing Age? Jo Henry in Public Service Quarterly, 7, 87-93, 2011. Reference transactions in academic libraries have been on the decline since mid- 1990. The Academic Library Survey from the National Center for Education Statistics shows an average drop of 25% in reference use from 1996-2004 with higher numbers at some institutions such as the University of Maryland which plummeted 47% (Martell, 2008). The Association of Research Libraries study indicates a 54% drop in reference transactions in law, medical, Ivy League, and private research libraries (Martell, 2008). A study by the Association of Southeastern Research Libraries shows a 41% decline in reference transactions in academic libraries from 1999-2006 (Martell, 2008). With such a significant decline, academic libraries are increasing their marketing efforts in the area of reference sources and services. In this article, the author reports on the wide variety of marketing options academic libraries in North America are using to revive reference services.

How to do more to attract? Some have found consultative type services are increasing. Be receptive. Show using Google/Wiki’s vs other ways to find answers. For some posted office hours = ref desk. On call service has been developed at some of the libraries. Others expressed they miss being out and about among the students. Triage services from IM, and on call, embedding occasionally but also counting committee work and faculty meetings as consultative services provided by the library. At one institution, staff and faculty are the bulk of traffic. Some discussion on wholesale service to students by use of Ipads to contact, making more effort to contact students outside of the library such as the common areas, dorms, kiosks, electronic bulletin boards. One had a very positive experience from auditing classes. Faculty are the better ally for student contact. Recommend to seek more opportunities to co-teach classes, get more recognition by the students. Concentrate on faculty projects, and campus development. Many librarians are not seen on a par as faculty – we should advocate. UVA is dropping faculty status for librarians. Then the discussion entered into more about technologies using Webinars, connecting to distance education students via faculty, research into Freshman required general education writing and speech courses, combined classes in topic areas, application of chat, screen shared adobe connects, live use recorded instruction sessions. Uploading Adobe Connect and disseminated to course, use of a blog also, GotoMeetings, Experiment! Some mentioned Penn State’s ‘one button studio’, ECHO 360 and similar products. Mentioned flipping the classroom and using in class time for more lab work. Camtasia is used by many but somewhat expensive. There are also many team projects. Assessment efforts keep track of access and frequency with check questions, Boolean operators, small canned videos. iTest of ETS, review bibliographies of students to see what sources they used. And if student used library resources, how many are .com? HEDS research services practices? MISO survey? LibQual. Higher Education Data Sharing Consortium (HEDS) - http://www.hedsconsortium.org/research-practices-survey administers the Research Practices Survey each year in the fall and spring. Since 2004, this survey has been administered to more than 30,000 undergraduates at over 60 colleges and universities. Although the survey can be administered to students at various times during their college careers, it is designed to be administered just before or shortly after they enter college, at the end of their first year, and at the end of their fourth year of college. When administered in this fashion, the Research Practices Survey allows institutions to gauge:

 Their students’ entering academic research skills and attitudes;  How their research skills and attitudes change over the first year of college;  How students’ academic research skills and attitudes change over four years of college. UPenn had a recent program on MOOC’s that was recorded, sponsored by OCLC knowing about course offerings and transferable credit. How library demonstrates value. Outreach vs. marketing, Focus on research intensive courses to help with developing remedial assistance. Writing/Speaking gen education courses are focused on research and are better targets for promoting the library resources. Have the library speak with those who provide Admissions tours and make sure they have CORRECT info about the library. Learning Commons help. Where to go?? The ability to see the activity in the library helps promote the library for others. Here is the WOW of the library – the number of students working is a selling point!! One library meets with tour guides and gives a handout sheet about the library. Others will interrupt the tour guides when they come to the library to promote the services. Often many families touring the library come into the main lobby and don’t see much happening. Library director should speak with head of admissions. During new faculty or new student orientation programs, some make an appointment to participate in the main events. For new student orientation, the day and activities are overwhelming, so simplify library orientation by doing a game with students, such as Jeopardy – 20 minutes.

Following are rough notes from the first meeting on iPads held at Immaculata University. Attending institutions: American College, Cabrini College, DCCC, DTCC, Immaculata University, Rosemont College, Saint Charles Seminary, Saint Joseph’s University, West Chester University, Wilmington University, and Villanova University

Experience varied on the use of iPads. Anticipated there would be some who have advanced in a variety of applications. Some attended courses on mobile apps and included the iPad. Others announced exciting developments on their campus for a Learning Commons or RSCS library in which they will have iPads available foreseeing roving reference and use with Internet. Many came with no, limited or very recent iPad knowledge. One institution is anticipating allowing iPad’s to circulate so people could try them out. Another provided all reference librarians to have ant Ipad with the intent of initiative to develop. St Joes University has a new Learning Commons and developed mobile web pages including LibGuides designed for mobile access – see http://librarytoolkits.sju.edu/mobilefriendly and mobile friendly subject link - http://librarytoolkits.sju.edu/content.php?pid=358232&sid=3023983. Apps, styles, devices. West Chester has similar mobile access link - http://subjectguides.wcupa.edu/mobile/1361 One university has removed their reference desk. Librarians are ‘on call’. Classroom / Student a. Libraries - ? not apple friendly at the institution. Some as a consuming user vs producing user as iPad, takes longer and only use to find information, not enough storage, IT is only an access device, consuming and using. How solve purchasing of Apps? Receive a gift card along with the program. Cabrini has a shared account, most are free. Blackboard has Apps. Vendors providing Apps, Ebscohost has an Iphone app, functional but not right sized. Gale has college App. ScienceDirect app, authenticate once. Bypass pubmed, Nice jump ebrary has a good one. Compartmentalizing reference librarians to a selected list, publishers want to direct to specialty good for faculty and graduate students. Always forget passwords. Easy authentication. Starting point stage. Possible use graduate students who may be able. Apps developed by university IT – IP commercial potential. DCCC app with instant link to overall web and major services. Mobile style sheet. Using garbage for use in student papers. Plus for apps, go to Science Dired and asked to pay. Student miss directed to pay services when library has access to it. Library not part of orientation defacto connection to the library using Gale Access my library, interdisciplinary database, b. VGA connectors for podium access with extra audio cord for sound. Cart with lock. Individual cords to plug in to keep them charged and cart has a cord to keep ipads charged. Have behind the circulation desk. Villanova tech expo – individual catering for each iPad. One pristine iPad, half hour to configure. c. Circulating – folder with zipper pouch. Not yet offered to students. Instructions laminated inserted in pouch with 3 week circulation. Some books downloaded, journals, Kindle access Nook, Circ not for circ, only for classroom use, can’t save will be wiped out. Anybody loaning iPads, 2, planning. Want to be able to lend iPads outside and work with Bursar for billing if damages. Apple cases are good insulation. Apps – problem, other tablets will have other ways of connection. No uniformity as yet for Apps. Droid use xxx, iPad use xxx. d. Librarytoolkits.sju.edu/mobilefriendly is a libguide arranged by subject. SJU, info on types of equipment. ArtStor has a new mobile access. Diversity of devices… Personal d.i. 4. Circulating questions a. Policy – take ipad and projector offsite to do instruction sessions with outside groups for teacher training via 3G device. VGA adaptors, all self contanined, only need a blank wall b. Wireless printers. Not supported by IT. Capable, block any apple products.

Ref statistics based on device – SJU, Apple, iPhone, Safari, IE, 60% now IE, in library use, Chrome, Safari more popular. Photon flash for iPad, Chrome free App on an Ipad. Ios6 on Immaculata. YouTube example – App for Safari to access YouTube. CSS and Safari, text may be displayed differently. Extend body tags to accommodate additional content. Pinch enlarges, reduces size. Quick Office $20 App, can use ppt on Ipad c. Network d. Security e. Laptop configuration demo 5. ? Problems? LibGuide not displaying a portion of the search box… 6. DCCC uses QR code, WCU, display films and see if it is in/out for circulation. TextaCallNumber, use Voyager ILS. QR has delivr 7. Take pictures of problems, leaks, send student where computers are located, renovation status. Seminar students. Some use Nook color. DCCC elibrarian uses Nook. 8. Scholarly considerations a. New trends b. Articles 9. 10. Questions and discussion at end

Articles to review for other suggetions:

Jones, Jennifer L., and Sinclair, Bryan (2012) Assessment on the Go: Surveying Students With an iPad

Georgia State University Library combined assessment with the portability of the tablet computer. A tablet computer--in this case, Apple’s iPad--loaded with survey software became a digital clipboard with the added benefit of automatic data compilation. Subjects were surveyed quickly in the library buildings, maximizing convenience for both subjects and researchers alike. Methodology, benefits, lessons learned, and ideas for future projects are discussed.

Cabrini does roving ref….

Newstand???? At American Virginia Webb….. Flipboard – Jim Mc. Library subscription to access…. Online subscription…. ? iPad screen is larger than that of phones, lighter and its form less unwieldy than a laptop. keep up with email, update student records, manage documents, project electronic slide shows, use thousands of new applications ("apps") enough power to easily last the full teaching day. lacks ports or plug accommodations for a full stable of external devices, iPad come in two basic configurations that look quite similar; The basic unit operates as a stand-alone device, can access Wi-Fi. 3G unit, from a wireless provider, $15 and $30 a month for a data plan To input information, pull up on-screen keyboard and finger-peck brief words or phrases, you do not have to be tied down to an external keyboard.

Initial start-up icons for Calendar, Contacts, Notes, Maps, and YouTube, native functions: Safari browser, Mail option, Photos, and iPod for music and podcasts. Apple's App Store, paying anywhere from nothing to under $10 for most choices. Becoming productive iWork is Apple's productivity suite of three applications: Pages for word processing, Pages, available for $9.99 allows you to create lectures, take extensive notes, add interesting graphics, and insert photos with the touch of a finger. When Pages is launched, you see all of your files in graphic form navigable with the swipe of a finger. You can then either open an existing document or create a new document. 43 fonts, select bold, insert italics, and use other features common to word-processing programs.