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The Lonely Librarian

Katie Blake
Trimagic Software Pty Ltd

This study began with the idea that the library was once a centre of activity, with users coming personally to the library to find physical materials, to request assistance from the librarian, to browse through new books and journals, and to sit and read. I wondered how the web and e-mail had changed that. Is it true that the when the user desktop becomes the focus for information interaction, then the user has less need to come to the library to find the materials they need? Do e-mail and telephone become the primary media for communicating research requests? If it is true that there are fewer personal visits to the library, then does this mean that there are fewer opportunities for the librarian to talk in a casual way to users, and thus to discover user requirements?

I decided to test some of these ideas in the environment of special libraries. Universities, public libraries and school libraries were beyond my scope. A survey was constructed and sent via e-mail to about a thousand e-mail addresses, most of whom are special librarians, but there are a few community information services and one or two public libraries crept in.

I received almost 90 useable responses in the time available, or almost 10 per cent response. At the rate they came in, it was clear that I had touched a chord with many of the recipients, many of whom took the opportunity to have their say about a range of issues. The libraries varied in size, with the following breakdown:

I used a database designed in Inmagic's DB/TextWorks to record and review the data.

Do you offer a service through Inter/Intranet?

As the survey was mostly about these services, I expected a high proportion of respondents to answer yes.

Two of the respondents didn't provide a direct answer to this, and made these comments:

• I found it difficult to answer these questions as we do not have a 'library' as in a place to visit - our entire collection sits on one double sided and one single shelving unit...
  
  But we do have a Business Knowledge Centre which offers an information research and document delivery service. The company does not have an intranet, but uses Lotus Notes as the communications platform. All requests are made through the BKC's Lotus Notes database which we (the library) designed and which, amongst other things enables, the requestor and the BKC to keep track of their requests and provides a means of monitoring and analysing requests.
  
  We also offer desktop access to some databases, which are monitored for usage. These are not used as much as we expected, even though we have promoted their availability and trained users.
  
  The use of the BKC however, has increased despite the company's decreased size.
  
  
• I actually do not have a physical library - my users expect to find everything for free on the internet - and if it's not free they won't pay for it. In my opinion - librarians let themselves down - we had all the skills for a digital world and we didn't know how to market ourselves

Of the 14 who answered NO to offering an inter/intranet service, 9 said they planned to do so, and 5 said they had no plans to do so. Were those five just Luddites, or did they have good reason not to? Two respondents gave their reasons:

• I know you didn't ask (and I should have! KB) why libraries don't offer an internet service, but I would like to tell you anyway! Our company has its Head Office and library staff in Sydney and an operation in central NSW where over half the library clients are located. It would be ideal to offer the library catalogues and other services via the internet but telecommunications are poor quality and too expensive. So we rely on e-mail (for small files) and CDs (for large files) that take 2 days to arrive by so-called overnight express bag.
• The best method of marketing my services, is in my opinion, displaying my usefulness to the firm by promptly and efficiently answering reference enquiries and always maintaining a friendly personality to all my clients. Small firm library staffed by 1 - I do other tasks such as website, training coordinator and soon intranet designer and manager!

How long have you offered an Inter/Intranet service?

Of the 73 respondents who do offer such a service, the following also told me how long they had offered it:

Libraries have been in the business of offering these services for quite a while now. Have they noticed a difference in personal usage of the library? Had their staff numbers decreased? Was the web putting librarians out of a job, or just changing that job?

Have you noticed a decrease in the number of visitors to your library?

The response to this question was almost 50/50.

One respondent wanted it both ways, with some aspects increasing, and others decreasing. It was interesting to learn that many had actually seen a significant increase in visits to the library as a direct result of browser-based services.

Formal Tracking

I wanted to know whether libraries were tracking this formally, or whether it was just a gut-feel. While some were doing formal tracking of personal visits, the bulk were basing their response on impressions rather than statistics. Of the 71 who gave a response here

Do you think that any increase or decrease in client visits to the library has been affected by offering a web-based service?

This was an open-ended question, and many took the opportunity to respond in some depth. Many libraries serve remote users, so the number of personal visits was low to begin with, and web-based services are essential.

Decreased visitors comments:

• Since users can check the catalogue from their desktops, many don't come to the library. They miss out on seeing other things in library. Library staff can feel isolated and alienated from the organisation.
• Definitely yes. We have a very comprehensive intranet which is maintained by the library. It holds all the main legal research sites and the solicitors are now doing almost all of their research from their desks. As a consequence I am not as aware as before of their information needs.
• Definitely. If I did not walk around the office on a regular basis all requests would be by e-mail which is very impersonal
• There has been no decrease of library services but there has been a decrease in personal visits to library.
• Younger staff spend more time online than visiting the library. Older staff still visit library - they are not as comfortable with the online products. Causes a problem that I don't know who is doing research, on what, and whether it is effective. Lawyers never have time for proper training so effectiveness of searching products and systems is decreased
• The nature of our service is such that we have always provided mailout physical and electronic, because our users are all over NSW in 26 institutions plus our Head Office in Sydney
• Customers are spread across Australia and SE Asia so web presence is vital to distribute information
• As we provide a statewide service, not all our customers would be able to visit the library anyway, hence the increase in provision of online services. We are making more concentrated effort to go to customer work sites and undertake training and promotion sessions about the library in the field rather than wait for them to come to us.
• Customers prefer to order items online without leaving their desks and request books to be sent directly to them.
• Yes, I think the decrease is due to what can now be supplied via the intranet. Rather than a decrease in visitors, I experience a decrease in the number of e-mails and phone requests as users are empowered to search for themselves.
• They don't need to come to the library as it is now a virtual Library, physical visiting is not required.
• Documents are all fully accessible from the web. All requests submitted by e-mail are for older physical documents or interlibrary loans which are delivered by mail or e-mail.
• Staff that are proficient net /electronic users don't need to come in for things they once did come in for. As more journals become electronic, staff that use these don't come in either. The reduction of users has been affected by the service of the web. It has also reduced what we purchase i.e. we no longer purchase journals, many reports, and the number of books are reduced as we can track availability using interlibrary loans and use this system as well.
• Yes - it is what my client group wants. They increasingly want services accessible at their desktop.
• I don't think the web has been the sole source of this shift. I think technology in general is changing the way we work. I believe e-mail has had the greatest impact. People are not interacting in person or by phone - instead preferring to type a message instead of engaging in social interaction. Also ours is a large company and our clientele are geographically dispersed. We have people in up to 10 different offices in Perth, as well as in Melbourne, UK, USA, and other countries. This necessitates a different way of working, as it is impossible to speak to most customers face to face.
• Most definitely. Our clients use their desktop as the means of library access for a large amount of their full text retrieval of journal articles and books. They use the databases from their desktop and submit electronic ILL forms for things unavailable within the library. We have committed ourselves to the electronic environment and over 75 per cent of our key journals are available in electronic format and we have approx 85 e-textbooks, many databases and a library homepage that offers links to other useful sites.
• Definitely. Our aim has been to provide access to as much of our resources (including online, catalogued websites etc) as possible to all our customers from their desktops (in a WAN environment)
• We believe the decrease in library visits is due to a number of things including introducing a web-based service. Other reasons include time pressures combined with the ability to supply a great deal of information electronically, either by request or as part of a regular service.
• Yes - a web-based service is easier to use and has less problems associated with it. Lawyers are more inclined to learn how to use it effectively and to allow themselves to become dependent on the electronic medium even to the extent of cancelling hard copy.
• Marginal decrease in client visits to the library. Major increase in librarian visits to clients though! We sometimes take the 'Mountain to Mohammad' approach and if we don't have many clients into the library, then we will go and visit the clients. We do PC training in the library and have found that many clients continue to use the open access library PC because they can get away from their desk, their office, their phone and research uninterrupted.

Increased or no decrease in visitors comments:

Quite a few respondents thought that offering web-based services meant they were more visible, and that potential users were more aware of the library and what it could offer. This translated into more visits. Other libraries serve remote users, so they had never had a high rate of personal visits. People still liked to use the physical library as a place to see the latest journals, and for personal reference service. There appears to be more training going on. Librarians are also reaching out and visiting users rather than waiting for users to come to them.

• Increase - the web based service alerts users to the fact that the librarian can find information in all sorts of media - not just books. Often the digital information is not enough and people, preferring human contact, will have a brief look at the information provided and then come to me.
• Our web-based service has been great for clients who are physically distant from the library so we have been able to serve more people remotely. Our visiting clients still come because they are bringing classes or because they like to come and physically visit. They seem to enjoy the interaction and it gets them out of the office.
• No, the web-based service complements existing library services and in some cases leads to increased library usage, eg. increased use of journal collection and interlibrary loans as a result of online database searches
• The web based service is an adjunct to the personal service and clients still visit to discuss special reference needs
• Web-based service virtually not used. Library is close to all personnel, and personal visits remain the most common access
• Even though we have a Library Intranet, the favourite form of communication is still to ring or e-mail the library and ask. Not all of our staff have access to computers. All have access to a phone. In order to increase library usage I have sold the library to a variety of new users... In order to do this I have gone to their workplaces and found out what sort of information they use and offered to help them access this. The intranet site is an add on, not a core business.
• The web service our library has recently provided has encouraged the company's staff to use the library because it has increased the ease of access to the catalogue. They can access the catalogue through the intranet quickly and easily, and we also use this to advertise other resources. This has encouraged them to visit the library, and the numbers have increased.
• Users still need Librarians to teach them how to navigate through the maze of information out there. They still require texts and hard copy journals, many use the Library facilities such as a quiet place to study, away from busy clinical areas, a place of reflection and contemplation and hard yakka of an intellectual nature. They also need faxes, scanners, PC's photocopiers etc. and access to the Internet, access to various desktop programmes available via the Library. Hence - we have actually seen more people come into our Library!! We have rolled out more database training than ever before and this brings our users back to us in order to procure those elusive articles or Lit Searches they are always after. Many recognise that we are the experts in sifting and gleaning information for them - hence they come back to us.
• Many clients still use the library as a place to escape for a while!

So there's a pretty mixed bag with no conclusive evidence that users prefer an electronic interface to human. There seems to be quite a bit of evidence that offering web-based services means that users are more aware of library services, and that this leads to increased visits in many libraries.

Now for the $64 000 question - Do you think library service has improved as a result of moving to the browser?

The Yes Vote:

The Yes Vote was unequivocal. There were lots of reasons for the very positive reaction to this question.

• Access to a wide variety of products that were not available in hard copy. Multiple users of the same product at the same time
• Less software problems with supporting the software on many pcs in our offices - browsers are much simpler
• Currently clients who are off-site don't know what is in the library and this way they will all have access as every site has computer access.
• As a result of the browser I can direct users to the most useful sites and can help them to access the sites they need quickly and easily.
• Able to service more people and provide more information
• It has indeed provided a value-added service. Has filled a much needed gap
• We can offer more access to a wider range of materials instantly. Also have catalogued websites onto library system
• I am able to offer a wider use because of the browser though it means more work for me.
• Equal and easy access for all clients no matter where they are located
• Half the users are in distant locations so online access is obviously a benefit for them.
• More customer-oriented because now it is a door-to-door service and indulges them. Plus they can look from their desktops and feel informed
• Yes definitely. People still come into the library, but often they have done their database search and accessed fulltext articles before they visit from their office or home. Their reason for coming to the library is not the same necessarily as it used to be.
• It has broadened the number of people who know we exist
• Yes but we are a multisite operation - sharing of resources is more practical via the web.
• Yes, more people have access to the information than before. However harder to keep up with what information clients are needing.
• Has made the collection available to all offices of the organisation who previously had no idea what resources were held in the other company libraries. Offices without a library now have an extra resource available to them.
• Yes. There are basic functions staff can do for themselves, such as search the catalog and request books. Library staff can concentrate on higher level tasks eg searching online databases, ILLs, current awareness bulletins
• Yes. International and Interstate service via portal is now possible. Client base is broader and more mobile.
• Yes, it is quicker to respond, can provide a better range of resources and lots of links to other sites. Probably 'frees up' staff for other chores though as it gets busier this may not be so. We also keep most of our information in digital format so it can be accessed from anywhere.
• Yes, wider variety of services is available to clients - access to electronic databases and some fulltext eg online textbooks, electronic journals, and electronic journal fulltext packages.
• Often requested information is provided once rather than in response to multiple requests. Saves my time
• Yes. Given the opportunity to review services & subscriptions also increased profile which has lead to additional funding
• Yes. It certainly has given a whole lot of extra staff access to publications that they didn't know we held. It has opened up the catalogue to all.
• Yes. We have had informal feedback from clients that they find it very useful to be able to do their own searching etc. and then requesting from their desktop.
• Yes. Web based services have been extremely popular, It has also meant that staff no longer have to do thousands of renewals & reservations and can concentrate on other tasks
• Usage of the online databases we subscribe to is growing continually especially by remote access at home and we are constantly promoting them
• Yes - people can search and renew at any time and they do this. 30 per cent of our searches and 27 per cent of renewals are done outside of the library
• Yes, library services have improved through the provision of online services. This was identified as a key strategy in our customer needs assessment.
• Yes, the catalogue is more accessible - our challenge is now to make as much material and information available through this format
• Yes. Definitely. The library now has a new way of communicating with staff and patrons. There has been much more input since we went to the browser.
• Yes. We are now able to provide on-line services to staff throughout the state - most important for research staff in remote areas. They can see the range of services and access the Library Database before they approach us, so many potential questions have already been answered. There has been a marked reduction in routine telephone/E-mail enquiries from staff and members of public. Staff and the public are generally better informed and type of reference queries are more sophisticated.
• Yes. It has given our clients more options in accessing the Library Service, especially those in remote areas and on different time zones.
• A small library in a small organisation cannot afford to purchase large collections in print. Through wise buying of online services and co-operation with surrounding libraries and organisations we are able to provide a high level of accessibility to information required by our researchers.
• Yes. Definitely. We can offer access to many library products 24x7. This overcomes the problem of after hours access and security. We are altering the type of product we buy from the 'just in case' to the 'just in time' sort of products.
• Yes, I think it has made electronic products easier for clients to use and understand. It has also provided a more 'standard' approach for clients - rather than having a variety of searching software that they need to try and remember there is at least some sort of format that looks familiar.
• I've had one client some in and say that his daughter was able to help him do some research, even though she didn't know the database or much about legal research. She could help him because it was a common browser/web based system.
• Yes - speed and efficiency of browser on the network and availability of subscription packages allowing one search over hundreds of databases
• Yes. People like to order ILL's online, saves time especially if they cut and paste into the online form - saves rekeying. We do more training in the use of online databases.

The No Vote: 2

Remember the question? I asked whether library service had improved because of the browser. I loved this answer.....

• No, library service has improved because I have improved it. The intranet site is not a valued part (by staff) of the library. I hope to change that in the future, but changing it will require a change of culture as well as improved access to computers for staff.
• No - lack of training, cannot monitor search technique etc. Lack of communication between library and users has increased

The Yes and No Vote: 14

• Depends on who you ask. Some areas have but many staff dislike electronic browsing of journals and find paper copies easier to use. Things like databases or current contents online and on the desktop are a great improvement.
• People seem to find what they want but face to face contact is down and therefore we really do not know what they want and if their needs are being met. We hope to formally explore this when time permits next year
• Some aspects have improved such as online catalogue and online journals. Not all staff wish to do things electronically and insist on print alternative
• Technologically there has been an improvement. Physically, no. Users come to the library and look at other things, eg new books on display, journals on display etc. Don't think levels of library staff or library users has improved or gotten worse. I think if you offer a service that enhances peoples' navigational skills for using browsers, then yes the service is an improvement
• The difference is the introduction of e-mail. This allows the users to ask and me to supply the answer in a timely fashion. It does not rely on the requestor or the answerer being present. Those with poor keyboarding skills or who want a chat use the phone. Those who are on site tend to ask in person, except the on site Innovation Engineers who seem a shy bunch, they ask via e-mail or leave notes when I am not at my desk.
• Yes - service is quick, users see the library service as 'integrated' with the web, not a separate, archaic entity. No - because those that do not use the library physically often miss out on a resources/information e.g. the serendipity of shelf browsing, personal contact with the clients etc.
• The web-based service is essential to keep the library profile up but also takes time to maintain. With limited time, preference is given to personal service and requests
• The browser helps those who are interested in helping themselves, and is a useful tool for remote users. The technologically savvy (generally the younger generation) love to conduct their own research and have generally had adequate training/exposure to do so. The older generations generally prefer library staff to conduct their research for them - especially as their time is so precious (and expensive).
• I think that it has changed focus - we are packaging the information and enabling them to perform research rather than carrying the research for the client. The expectation is greater now.
• Yes - we're definitely more accessible and people clearly prefer to help themselves. Where it has declined is in ability to help remote users who have inadequate search skills. We are planning a survey to assess training needs and will address this issue that way.
• Yes and no. All our users, particularly in our 13 regional offices, have access to much more, but there are real issues for same in locating and using them effectively (a training/support/awareness issue)

And has the staff increased or decreased over the last three years?

Things have stayed pretty static, with the majority reporting no change in staff numbers. Of course, we don't know how many libraries have closed completely over that time, but of those that are left:

The total numbers increased or decreased were generally only by 1 person, or fewer total hours.

Was the increase or decrease a result of introducing intra/internet services?

Those that have increased their staff:

Generally the increase or decrease was not a response to introducing these services. The reasons were generally related to organisational restructures, better service generally, and the same staff doing different things. Some increases were because the information centre took on the responsibility for the corporate intranet.

Those that have decreased:

Those that reported no change but made comments:

Ranking of various electronic methods of tracking user requirements:

The survey requested users to rank the effectiveness of various electronic methods of tracking user requirements. The numbers in the table represent the number of respondents ranking each method at each level.

• Profiling is done face-to-face but information is distributed electronically
• We have feedback forms in various spots, including from the catalogue
• We've tried some focus groups that work well
• Tracking ILL and Acquisitions requests. Tracking of SDI searches from various online services.
• We encourage feedback via our weekly electronic bulletin but have discovered that obtaining feedback this way (or by e-mail) is not effective. Response rate is really low, presumably because of the short time you have someone's attention in this medium.
• I still keep the good old manual stats......monthly.
• Due to privacy concerns any usage monitoring has to be generic.
• The best form of feedback is through direct contact and collaboration with my user population.
• We have traditionally relied on the tacit knowledge of our staff and clients. This is becoming more difficult with reduced contact with clients. We are developing a process for monitoring and analysing usage statistics and client profiling
• Web based forms asking for feedback are not very effective - hardly ever used.

Non-electronic forms of marketing.

Almost as an afterthought I added some questions on how libraries were marketing their services in ways other than the electronic forms above. It would be interesting to do a new survey and take more time in designing the survey tool!

Among the other marketing tools used successfully are:

• News cuttings, e-mail alerts, newsletters, both in print and via E-mail
• Tailored e-mail message highlighting articles and website links re topical issues (ie hot topics relevant to organisation)
• Presentations from invited speakers on topics of interest, and meetings of users for discussion of topics and news of interest with social events afterwards. Users bring their work to show and tell.
• Bookmarks and brochures
• Informal socialising, office visits, followup on orders or reference queries
• Regular offering of unwanted donations of books to users (internal community)
• Library presence on organisation website
• Part of corporate induction
• Library staff contributions to organisation's publications
• Contributions to organisation's website
• Training and demonstrations of new products - in the library as well as at customer worksites
• Food works well
• Circulation of material, and new books/accession lists.

Conclusion

At the beginning of this paper I cited the comment of one respondent that 'librarians have let themselves down - we had all the skills for a digital world and we didn't know how to market ourselves.

We do live in a digital world, and everywhere we read that we are in the information age. Information is the common currency of business and there is great opportunity to get on the boat and sail along with it into the future. It is clear to me from the survey that many librarians have done this, and they have experienced positive results. They have used their skills and the technology to reach out to their users. They have achieved a higher visibility, resulting in increased use of their facilities. They are getting to their remote users more effectively, and are getting out of their libraries to visit their constituents. They are adopting innovative ways of providing services. Their roles and responsibilities are broadening to include a wider range of tasks.

One of the major changes has been in the use of e-mail as the primary method of communication, and it would be interesting to explore that further.

Far from being a threat, web-based services are proving that there is opportunity for librarians who are willing to grab hold and get on the boat.

Last revised: 8 October 2003