A User-Centered Library Ibraries Have Always Claimed to Be User-Centered
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WINTER 2006-2007 A User-Centered Library ibraries have always claimed to be user-centered. Haven’t they always provided information and services for users? Things have changed, though: information has been proliferating, along with formats for Lcontaining it, technologies for accessing it, and expectations for obtaining it (immediately!). Now, to meet changing user needs, libraries must be proactive in finding out what those needs are and adapting their resources and services accordingly. Suzanne Thorin, dean of libraries, says, “Our users are the reason we exist. Their needs must guide everything we do.” In 1888 Syracuse University Library acquired the extensive teaching and Syracuse University Library recently started three particularly user- research library of the great historian centered initiatives: Librarians in the Research and Educational Services Leopold von Ranke. His last surviving division began to use instant messaging to interact with students; descendant, Hans George Reich von Suzanne Thorin formed a Student Advisory Committee; and the Library Ranke of Kent, England, recently sent administration created a new position designed to gather data on the needs this medallion to the Library. The Institut Impérial de France (forerunner and working styles of faculty, students, and other users. of the Académie Française) presented the medallion to Leopold around 1860, most likely in recognition of his Instant Messaging five-volume history of France, which was then nearing completion. During the fall 2006 semester, many students added Syracuse University Library to their instant messaging “friends” list. That’s because, on August 21, 2006, the Library invited students to “chat live with a librarian using an instant messaging service and get reference and research help in real time.” Since early September, SU librarians have received an average of 40 reference queries a week via IM from students. 2 Natasha Cooper Leads New Suzanne Warren, business librarian, who works with IM-related York Center for the Book software, statistics, and librarian training, says, “IM was the next stage in our evolution. We moved from chat reference software to freely available 3 SU Press and SU Library software, such as AOL Instant Messaging, that students were already using. 4 Library and Archives As a result, we’re getting much more traffic.” Collaborate on Boar’s Head Typical questions include “How do I get started on my research project?” Web Site “How do I order something through interlibrary loan?” “Where can I find 5 New Library Staff the full text of this journal article?” Students can get immediate responses to such questions from noon to midnight, Sunday through Thursday, and 6 Sixth-Floor Improvements from noon to 5 p.m. on Saturday. 7 In Memoriam: Frank Piskor Feedback from user surveys has been positive. They like the “convenience and kindness” of the service; they like “dealing with a live person.” For one 8 Honor Roll of Donors student it was “a lot faster than if I had tried to find the information on 11 News of Library Associates my own.” Another wrote, “When you’re in a bind and you have no one to ask for help and can’t go all the way to the library, it’s really helpful to have 12 Spring Events and Exhibitions someone answer some questions you might have to enable you to continue your work.” 14 Acquisitions 16 Library Salutes William Safire and Ruth Colvin Student Advisory Committee Research and Analysis Position Last spring Suzanne Thorin asked her fellow deans to What do users need? How effectively is the recommend interested students for participation in a Library meeting those needs? To find answers to these Student Advisory Committee. This committee would questions in a systematic, data-driven way, the Library “inform and advise the Library on how best we can has created a new position, senior program officer for meet student needs.” research and analysis, to be filled by Nancy Turner, The resultant committee included representatives former head of the from various schools and colleges, including the Library’s Digital and Graduate School and University College. They have Electronic Resources met several times since last April, and their feedback Management Services has helped inform Library decision-making in Department. many areas. Nancy will be At one meeting the students shared their looking at the tools perspectives on Bird Library, commenting on and procedures ambiance (need for both individual and group- used by researchers, study spaces), books (not enough of them in some patterns of use, types categories; hard to find them in the stacks), equipment of materials that are (need more laptops), and signage (inadequate). most in demand, Nancy Turner, the Library’s On one occasion, the students took a tour of Bird and how students’ senior program officer for Library, and their comments have been considered information-seeking research and analysis. by Shepley, Bulfinch, Richardson, and Abbott, the behavior is changing. architectural firm that is developing a master plan for Her research will assist department heads and renovating Library facilities. program managers by providing and analyzing data Two Library groups also “borrowed” the student for tactical planning and strategic decision-making. advisors. A team of public service librarians asked She will have oversight over the Library’s collection them about their problems and preferences regarding of quantitative data, and will develop and maintain Library services. The students also served as a ready- a central data repository for Library statistics. Nancy made focus group for the Library’s Web Committee, will report directly to Bill Garrison, deputy university which has been assessing the effectiveness of the librarian and associate dean of libraries. Library Web site. Natasha Cooper Directs New York Center for the Book In October the Library announced that one of its own instructional positions at Penn State College of Medicine librarians, Natasha (“Tasha”) Cooper, had assumed leader- and the John G. Snowden Memorial Library at Lycoming ship of the New York Center for the Book. As one of the College in Williamsport, Pennsylvania. She has been active 50 state affiliates of the Library of Congress Center for the in many professional associations, including the American Book, the New York Center promotes Library Association and the Association of College and books, reading, libraries, and literacy. Research Libraries. She holds a B.A. in English from Colgate “The possibilities are endless,” said University, an M.Ed. in education from Penn State Univer- Tasha, who has been familiarizing sity, and an M.L.S. from Syracuse University. herself with people and organizations Tasha succeeds Deirdre C. Stam, who established the concerned with literature and literacy New York Center at Syracuse University Library in 2002. from one end of the state to the other. Deirdre brought to that role considerable experience in Her challenge is to identify and carry libraries and other cultural institutions. She was library out projects that will take best director at Drew University (1997–1999) and has taught at advantage of local strengths in library schools at Catholic University, Syracuse University, addressing statewide needs. and Columbia University. She has a Ph.D. in Library Ser- One of Tasha’s first activities was to vices from Columbia University. participate in the National Book Festival, Though Syracuse has continued to be the New York Natasha Cooper, in Washington, D.C. The center is also Center’s official site, Deirdre carried out much of her work director, New York Center for participating in the nationally sponsored at the Palmer School of Library and Information Science at the Book. Letters about Literature contest, a Long Island University, where she is associate professor and reading promotion program for school director of the Rare Book and Special Collections program. children in grades 4 through 12. To learn more about the center as it develops, visit Tasha has been a reference librarian at Syracuse Univer- nybook.org. sity Library since 2000. Previously, she held reference and Nancy served on the Library’s Assessment Team, from the University of Chicago. Her research on the which managed the LibQUAL+™ Survey in 2003 and use of online catalogs has been presented nationally 2005, and led the team that researched best practices in and published. It includes “Search and Rescue: library assessment as the Library prepared for strategic Repair Strategies of Remote Users Searching the planning. She currently represents the Library on the Online Catalog,” presented at the American Library University Senate Committee for Research. Association’s 2002 Eighth Annual Reference Research In addition to her M.L.I.S. degree, Nancy has a Forum, and “Baffled, Befuddled, or Bemused: bachelor’s degree in anthropology from the University Testing Students’ Use of the Online Catalog,” in of Pennsylvania and a master’s in Social Sciences Undergraduate and College Libraries. SU Press and SU Library U Press and SU Library have always had a lot in common. They both make available the work of writers and scholars; they share strengths in many areas, including Middle East studies, Jewish Sstudies, Irish studies, television and popular culture, and Albert Schweitzer studies; and they both enhance the University’s academic standing. Now they share a common reporting relationship. In September Syracuse University interim vice chancellor and provost Eric F. Spina announced that Syracuse University Press would report to Suzanne Thorin, university librarian and dean of libraries. The new relationship enables SU Press to take advantage of the Library’s infrastructure to contain costs. Toward that end, Cynthia Cost, associate university librarian for Organization Services, consults and advises on personnel matters; Gregory Griffin, the Library’s senior director of development and external relations, is working on development and marketing tasks; and Dale King, the Library’s accounting specialist, is helping temporarily with the budget. Alice Randel Pfeiffer was appointed director of the press.