ALA Learning’s Top Ten Customer Service Skills for Library Staff is not only a great review of those habits that can make us more effective when we interact with the public, but are also good reminders of what we can do to improve communication and collaboration with co-workers, vendors, family, friends, strangers, etc.

found via MLxperience

Baker & Taylor has the next big thing in ebooks. Really!

As with all of  the “next big things” we see in digital technology, we get to “wait and see”.

However, reading the post makes me marvel at the possibilities that this could provide to libraries that use Baker & Taylor and their Yankee Book Peddler (YBP) subsidiary.  Imagine being able to offer e-books bundled with any print copies purchased, with cataloging services included.

found via LISNews

The part of me that is somewhat of a Star Wars geek really finds it fascinating that, according to one of the catalogers at my place of work,  Barack Obama’s Dewey Decimal Cutter Number is…

Ob1

I see these types of messages all the time on library-related websites, and I agree that it sends the message that those who manage those sites don’t have a good grasp of current web technology:

Time to Update? by David Lee King.

Check the web sites that your library presents to the world.  If you see messages like those highlighted by David, start talking to people about getting them up to date (or better yet, getting rid of them, since a good standards-designed site will work well across browsers and browser versions).

OCLC is previewing their new Policies Directory site, which is set to go live on December 13th.  To try it out, point your browser to:

https://policies-preview.oclc.org/

• Authorization:  100028264
• Password:  oclc

Be sure to enter your OCLC Institution Symbol to view your library’s directory information.

Be sure to visit OCLC’s overview of changes to the directory, which includes the link to the live directory.

found via ResourceShelf

How College Students Seek Information in the Digital Age (pdf) is a report from Project Information Literacy, maintained by the Information School at the University of Washington that contains a few surprises for libraries:

• Course readings were the first place most students turn to for course-related research (97%).
• Over 80% of students used library-provided research databases.
• Usage of library offering (research databases, OPAC, print materials, and study areas) were all above 50%.

Now the not so good:

• All interactive library research (talk to a librarian, attend a training session, use chat, e-mail or other online “Ask A Librarian” service) fell below 25%.
• Students are missing out on potential resources (including library research assistance), simply because those resources are not within their range of research activity.

Where are students going for assistance?  They tend to go to their instructors for guidance and assistance, but otherwise they simply use the resources they already know about, or discover in the course of their research.

What might this mean for libraries?  We should push for better interaction with instructors, so that they will be more likely to understand the full range of resources available for students to use, and will be more likely to refer students to an interactive library resource (which was only done 26% of the time — and the only result on the survey below 60%).

We also should examine our online presence.  How does it present research resources?  Will someone looking for a particular type of information be able to locate all the resources that the library has to offer?  Print and online library guides for these activities can also be very beneficial.

This report should be read, and reviewed, with each of our libraries in mind.  By understanding that the people we interact with are only one-fourth of the population using our resources, we can begin to re-focus our efforts to ensure that what we have to offer will be used effectively.

found via Bill Drew, who found it via the Free Range Librarian

A link to a thought-provoking article on Open Source business models was posted by Stephen Abram on his blog, Stephen’s Lighthouse.  If you follow that last link, you may note that not only does he post the link “without comment”, he has also turned off the option for his readers to comment on the article.

I suspect (but truly don’t know) that this is because of the firestorm of attention he received surrounding a position paper he wrote, and that his company was circulating to some of their customers.  If comments were enabled on his post, the following thought (probably compressed) would have been left by me.  Now it is a post all its own:

What libraries need now, more now then ever, is a good, open discussion of software and service models.  Many of our problems derive from weaknesses in those models, and many of our future problems will derive from weaknesses in the models we choose to move forward with.

The New York Times article is a good example of reporting that misses the elephant in the room:  the Open Source model is not the same as the Closed Source model.  The closed source model uses sales and company profit to determine success.  An open source project could succeed in that way, but looking simply at this ignores the model.

If a group of people put the effort into creating, maintaining, distributing, and using an open source software product, it will survive.  If the project is dynamic, and responds to the needs of the users, it will thrive.  If it does all of the above better than the closed source companies that make competing products, then it is not fair to judge them based only on sales and profit.

One other thing to add to the mix:  don’t ignore the wealth created and saved by those who use the product.  If this were calculated and compared, there might be a few surprises in store for companies, including some companies that have libraries for their customers.