What if the Library … Engaging Users to Become Partners in Positive Change and Improve Services in an Academic Library

Ippoliti, Cinthya; Nykolaiszyn, Juliana; German, Jackie L.

doi:10.1080/15228959.2016.1250694

Cited by 10 publications

(20 citation statements)

References 6 publications

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“…As Pryce-Jones (2018) stated that the library professionals need to change library mission in the UK and Germany, at the same time Kramer and Horstmann (2019) identified to create a clear vision and mission for academic libraries in the USA and Germany to survive and grow in a competitive age. Diversity is also one of the issues in the discussion for the past three decades and it covers several topics such as innovative technology, a wide range of resources and modern facilities for the academic community (Charney and Hauke, 2020;Ippoliti et al, 2017). As a result, many intellectuals constantly stressing on the present and future challenges of libraries and indicating about high qualities of leadership and effective skills for the academic libraries (Konya and Gurel, 2014;Schulte et al, 2018;Wong, 2019).…”

Section: Literature Reviewmentioning

confidence: 99%

Changing behavior of academic libraries and role of library professionals

Aslam

2021

IDD

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Purpose This paper aims to discover the key challenges and identifies reasons for the changing behavior of academic libraries and the role of library professionals, and how can they manage those challenges in a time of change. The paper reveals the most important competencies in a reshaping environment of libraries and the best ways of dealing with change. Library professionals are struggling to reform their traditional ways of working and trying to boost their knowledge and skills as current demand for higher education. Organizations can play an important role to develop willingness for accepting change and reduce stress among employees and prepare them to accept new systems and reality by creating collaborative and supporting environments that provide opportunities for growth and improvement. All library professionals must have the eagerness to keep up with the emerging trends and prepare themselves to accept changes that would have a direct impact on the libraries and the role of library professionals. Academic libraries have similar issues and challenges around the world, those are outcomes of technological advancement, digital resources, innovative services and diversity in higher education; therefore, the role of library professionals is changing. Design/methodology/approach The research method is built on literature reviews from offline and online. The systematic literature review method is used to review full-text databases such as EBSCO, ProQuest, Library Literature and Information Science databases. Basic search options for keyword searching and advanced searching options have been used to retrieve the relevant papers on the right topic. A total of 113 papers were collected at the initial stage, but after their analysis in detail, they were reduced to 52 scholarly and peer-reviewed papers because the rest of the papers did not exactly express relevant content on the topic. Findings Library professionals are struggling to keep up with the new competencies and adopt the innovative system and reality because diversity is rapidly changing. The best ways of dealing with change include reform the traditional ways to new ways of working and create collaboration at all levels. Librarians are under pressure to develop new skills to deal with the current scenarios that are affecting the role of library professionals. Academic libraries have similar challenges in a rapidly reshaping environment that are needed to address by researchers and library professionals for the present and future of academic libraries. Research limitations/implications This paper is a piece of opinion, 52 appropriate papers on the topic have been reviewed from the peer-reviewed journals, not all publications were included. The existing literature described that there is a need for growth and improvement of academic libraries and workforce in financial crises because they play fundamental roles in society by offering services and information resources, so library professionals need to be very aware of these implications. Originality/value The literature on this particular topic is relatively limited. Therefore, this paper is the first to offer a systematic literature review on the changing behavior of academic libraries and the role of library professionals. This paper provides insights into the concept of adopting change and dealing with challenges in a time of change. It adds value to the library and information sciences literature and delivers outlines for the library professionals.

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Section: Literature Reviewmentioning

confidence: 99%

Changing behavior of academic libraries and role of library professionals

Aslam

2021

IDD

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“…Ethnographic research methods encompass a broad range of techniques drawn from anthropology and sociology that involve customers being studied or included in the design process (Ippoliti, Nykolaiszyn, & German, 2017). Ethnographic methods have been used in a variety of fields including psychology, business, and health sciences (Goodman, 2011).…”

Section: Ethnographymentioning

confidence: 99%

“…Librarians need real-time information about what customers like, dislike, and desire across different interaction points (Smith & Milligan, 2015). While surveys are relatively easy to implement and have the potential to collect many responses, they are inadequate in evaluating the emotions and thought processes of customers (Ippoliti, Nykolaiszyn, & German, 2017). Libraries also gather and report statistics about their collections, funds, and staff, but this quantitative data is predominantly focused on finances and workloads rather than a holistic understanding of library services (Hernon, Altman, & Dugan, 2015).…”

Section: Introductionmentioning

confidence: 99%

Evaluating Customer Experience through Customer Journey Mapping and Service Blueprinting at Edmonton Public Library: An Exploratory Study

Mucz¹,

Gareau-Brennan²

2019

Partnership

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This paper presents an overview of the design, implementation, and findings of an exploratory project to evaluate customer experience at Edmonton Public Library (EPL). The EPL Intern Librarian Project had three objectives: to establish the current state of customer experience at EPL, identify pain points, and develop recommendations for improvement. The study used the ethnographic methods of Customer Journey Mapping and Service Blueprinting to directly engage with customers and staff to produce visual documents reflecting respondents’ customer experience at EPL. In order to gather data for Customer Journey Maps, participants were simultaneously observed and interviewed as they completed different activities in the library. During the creation of the Journey Maps, pain points were identified. Interactive focus groups and interviews with EPL staff members unpacked pain points and informed the creation of corresponding Service Blueprints. Based on the findings, a number of recommendations were proposed to improve the customer experience including enhanced digital wayfinding,clearly identifiable catalogue stations, and revised website FAQs. Suggestions for applying these methods include the use of multiple techniques for participant recruitment, focusing on specific library activities, and actively promoting the project internally.

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“…Another method for gathering information on student space use involves whiteboards and sticky notes (Ippoliti, Nykolaisyn, & German, 2017). Position a whiteboard near the space with a question or prompt written on it.…”

Section: Sticky Notes and Whiteboard Data Gatheringmentioning

confidence: 99%

Do Your Library Spaces Help Entrepreneurs? Space Planning for Boosting Creative Thinking

Bieraugel¹

2019

Advances in Library Administration and Organization

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Supporting entrepreneurship and innovation is a goal for many college campuses. How can your library support those goals? Should you add a makerspace to your library? Or make other costly changes? Library spaces help students think at a higher level, to be creative, innovative, and entrepreneurial. It is rare to have a dedicated spot on campus for thinking. Our libraries are those spaces. Spaces that strongly foster entrepreneurial thinking range from quiet reflective spaces to noisy collaborative spaces. You do not need to do an elaborate study to understand your library spaces. To assess your library spaces as they relate to innovative and entrepreneurial thinking, first take an inventory of your existing library spaces. By examining your existing spaces and the activities in them, you see which of the six essential types of spaces you have and which ones you lack. Once you have done a space assessment, you can see how you can readily add any of the six spaces you lack. A case study of an academic library's space inventory, assessment, and recommendations helps illustrate the process. You use your space inventory for present and future space planning and to communicate your worth to your stakeholders. Libraries can market unique spaces to students (e.g. "Here are spaces to help you think creatively"), support Creative Campus initiatives, and promote library spaces which foster entrepreneurial thinking.

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What if the Library … Engaging Users to Become Partners in Positive Change and Improve Services in an Academic Library

Cited by 10 publications

References 6 publications

Changing behavior of academic libraries and role of library professionals

Changing behavior of academic libraries and role of library professionals

Evaluating Customer Experience through Customer Journey Mapping and Service Blueprinting at Edmonton Public Library: An Exploratory Study

Do Your Library Spaces Help Entrepreneurs? Space Planning for Boosting Creative Thinking

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