September 7, 2006
A 2.0 Frenzy
Judy O'Connell (heyjude) has developed a very nice graphic called the Library 2.0 Meme Map. As clever as the graphic is, I think it is missing a key component of the Library 2.0 environment; namely, the fulfillment side.
The fulfillment side of library services in a library 2.0 world is something I've been thinking about for the last several days in anticipation of my talk at Moving Mountains: A Symposium Exploring Library Courier Services. My talk is entitled....you guessed it Delivery 2.0.
Some stray thoughts on the topic: A true 2.0 library will get the information to the user wherever the user wants it. It will allow the user to specify the format of the item in and the manner in which they will receive it. A 2.0 library will let customers who wish to pay for premium services do so, e.g. Fed Ex Next Day Delivery for an $15, Messenger Delivery today for $20.
A 2.0 library will find a way to get the item into their users hands or inbox regardless of whether that requires buying the item, borrowing the item, digitizing the item, or downloading the item. All 2.0 libraries will have reciprocal relationships for borrowing and returning items so that most any library can borrow an item from most any other library regardless of library type or region.
A 2.0 library will provide an easy-to-use self-addressed stamped envelope that can be used to return the items by mail (think NetFlix...and hold that thought).
As soon as I get my synapses going on this topic of library 2.0 and delivery 2.0, I end up struggling with the limitations of ILS 1.5 I see the original text-based library systems as the 1.0 version (there are still some out there). ILS 1.5 is what we've got now -- graphical interfaces on top of same old ILS systems (oh, plus MARC field 856).
I'm developing ideas about ILS 2.0 with much help from Karen Calhoun of Cornell who wrote an excellent report called The Changing Nature of the Catalog and its Integration with Other Disocovery Tools (PDF). Among numerous great ideas, Karen suggests enriching the catalog experience with services such as "more like this," "get it," cover art and reviews. And I recommend such services as "Your Friends's Faves," "Librarian Picks," "Recommendations for You."
Back to my synapses...having helped our user find stuff to read that they are going to lovebecause we are treating them like individuals with unique preferences instead of as generic-walmart-customer, we alow them to build their book queue. Now, if they choose, each time they return an item by mail (using those handy return envelopes mentioned above), the next item in their queue goes out to them. Just like NetFlix.
Let's keep going. Because we're asking our customers to rate the books they've read (which allows us to build their customized recommendations), we will know which books really knocked their socks off. When weeding time comes up, we notify the people who LOVED that book (or something similar) that they can now buy that book. Yep, just like NetFlix.
John Blyberg (blyberg.net) identifes the hurdles we face getting to Delivery 2.0 but I think I'm a bit more hopeful than he is. He describes the library condition as a bit of a catch-22 when it comes to delivery because library's don't charge for services and have to manage huge inventories of stock. But...why can't we charge for some services? And, one thing the catalog does very well is manage stock. What we also need the catalogs to do is exchange stock with our 'business partners."
It's all doable. We just have to have to will to make some changes. That gets us into Librarian 2.0. But let's leave it alone for now.
Posted by Lori at 5:15 PM | Permalink
Comments
You said "Why can't we charge for some services?" As a public library person, my answer would be - because we serve people who can't afford it and we're in the business of bridging the divide, not broadening it.
As well, many of our patrons would say "Why do we have to pay - we already pay taxes?" And they would be right.
Posted by: GeekChic | September 7, 2006 8:36 PM
Thanks for your comments, GeekChic. I come at this from a public library perspective myself and I think where we get stuck is thinking we can't charge for ANY services. This mindset is creating the very divide I'd like to bridge.
My belief is that we need to broaden our service offerings so that we are relevant to a broader range of people - not just services for people with little money and few options. I want the public library to be the place everyone goes to get their books, do their research, or to find the answer to a complex question. But unless 'convenience-based services' are offered as an option, people who can afford to spend money but not time, will increasingly choose non-library solutions.
Posted by: Lori | September 8, 2006 7:53 AM
I'm with GeekChic on this. Fact is, most people--including most affluent people--do use their public libraries. It's not "the" place, but it's *a* place--and maybe that's appropriate.
I believe and suspect that $premium$ services will have the effect of degrading free (prepaid) services over time, with the help of governmental agencies that see the library happily turning itself into a self-sustaining business. I believe this is a bad thing.
And I'm not sure there's anything wrong with affluent people going elsewhere for some services, as long as we lived in a mixed mostly-capitalist economy. I use Netflix; I buy books (sometimes); I use the public library. I don't see this as bad or unfortunate.
If everyone gets all their books from public libraries, the book industry fails or becomes part of the government. I'm not sure how that's a good thing.
Posted by: walt crawford | September 8, 2006 9:02 AM
Walt,
The idea that government agencies would decide that libraries are self-sustaining businesses and should therefore cease to be funded with our taxes is a frightening thought and one I (and every other librarian) would fight to the death against. However, I'm not sure that's a reason to not charge for any services at all.
My idea is not that everyone 'borrows' their books from libraries (thus putting booksellers out of business). My idea is that I can go to the library and get help selecting and sourcing my information resources, some of which I may purchase and some of which I may borrow, some of which I may pick up, and some I need FedEx'd to my office overnite.
In my mind, the $premium$ or convenience services are very much supplemental to the library's core services which would remain free.
Posted by: Lori | September 8, 2006 7:56 PM