I've referenced before the article, "Web Services as Public Services: Are We Supporting our Busiest Service Point?" by Deb Riley-Huff. This article discusses the need for a focused approach to supporting web-based public services in the research library environment. For me, the first three lines of the article say it all:
Since last year, I've chaired the Libraries' Web Steering Committee, which is charged with providing user-centered, public services-focused vision across the Libraries and in partnership with key campus units to continually explore, develop, enhance and assess the Libraries' Web presence. 'Web presence' doesn't just mean the Libraries' web site, but anywhere online where Libraries' resources and services are available and accessible.
This year, Web Steering began work on a new tactical plan, indicating actions for development of Libraries' web based services over the next three years (all in relation to the Libraries Strategic plan). You can see the latest draft of the Web Steering tactical plan here. (link only accessible to Penn State users--let me know if you want me to send you a copy.)
I think the last line of Riley-Huff's article sums up the importance of this tactical plan:
It was difficult for many libraries to see it coming. There was very little, if any, time to plan a well coordinated response. It was as though 1 day students were walking through the doors, lined up at reference desks, leaving endless scattered piles of books and journals and the next day they are peering at us, 24/7, through glowing screens in dormitories, apartments or houses miles away. (p. 65)Of course, in retrospect, unless you lived in a cave, it really wasn't that difficult to see the change in students' use of libraries. It was a precipitous change that quickly meant libraries must change their entire way of operating. We're still struggling with that part---letting go of core, physically-based services, and devoting more and more resources to effective provision of online resources and services.
Since last year, I've chaired the Libraries' Web Steering Committee, which is charged with providing user-centered, public services-focused vision across the Libraries and in partnership with key campus units to continually explore, develop, enhance and assess the Libraries' Web presence. 'Web presence' doesn't just mean the Libraries' web site, but anywhere online where Libraries' resources and services are available and accessible.
This year, Web Steering began work on a new tactical plan, indicating actions for development of Libraries' web based services over the next three years (all in relation to the Libraries Strategic plan). You can see the latest draft of the Web Steering tactical plan here. (link only accessible to Penn State users--let me know if you want me to send you a copy.)
I think the last line of Riley-Huff's article sums up the importance of this tactical plan:
Partnerships within the organization which create and prioritize online service goals will bring traditional library service excellence to life online, where it fits perfectly into the academic mission of the University. (p. 73)Take a look, and if you have comments or ideas on the tactical plan---please share them---this is still very much a work in progress. And if you're at University Park, (and you're really interested in this sort of thing) you're welcome to attend a Web Steering-hosted discussion of the tactical plan, on Wednesday May 20 at 3:30 pm. in the Mann Assembly Room, 1st floor, Paterno Library.
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