Tail of the Dog: Re-envisioning Virtual Reference

The WAAL fun continued throughout Wednesday in the Dells. Four UW-Madison librarians (Nancy McClements, Bob Sessions, Kelli Keclik, and Steven Frye) took us through the re-envisioning reference process undertaken at that campus in 2006. The process ultimately led to a "blended" virtual reference service that allows patrons to "Ask a Librarian" by chatting or using their instant messaging client. The Reference Service Task Force started out by identifying 6 key expectations, defining their reference vision, and then their virtual reference vision. The virtual reference (VR) vision:
Real-time chat is a common and expected form of communication;
VR barriers should be minimized for users and staff;
VR is a general reference service and a local service; it is readily available at time of need and at point of need; VR should be known to all; it should change and improve with user demand and technological innovations. VR should be a centrally coordinated service.

Velaro runs the chat service; Trillian runs the IM service. In Fall 2006, they had a 300% increase in VR use over the busiest semester under the old chat system. About 75% of the calls are using chat, with the remainder over IM. Fifty-five percent of users found out about the service through the library website; 67% report being very satisfied with the service received, and 21% said they were satisfied.

About 40 staff members staff the service, and 88% report that providing the new VR service has been a positive experience. It does add to the stress level, since so much is going on at once, both in person and with the VR service, but the shared responsibility is a plus.

An interesting side topic, addressed by a poster session as well, was the marketing of the program. A "retro" librarian with an index finger to the lips was deemed too stereotypical by many, although some described her as saucy or even pensive. I liked (paraphrasing here) "when you can't ask your mother" or "we specialize in stupid questions" as well as "we'll tell you where to go".

I scored three "mood pencils" at the poster session that say "Ask a Librarian" and the URL for the service - very, very cool.

Lesson Study: An Experience in Collaborative Inquiry

What is Lesson Study?
a small group of teachers collaboratively plan, teach, observe, revise, and report on a single class lesson.

Fall of 2004, librarians attended a lesson study workshop and formed a group of interested librarians.
Murphy librarians teach over 2000 CST110 students each year through a one-shot information literacy class

Teaching Goals
incorporate more collaboartive learning experiences
create a lesson that all librarians could use
build a lesson around what we thought were best practices and observe students inrteracting with the lesson.

Learning Goals
Choose appropriate database
efficiently search the database
understand how to use information
discern credibility of sources
format APA-style citations

Lesson Design
Two instructional methods:
lecture segments and small group work
Include questions in lecture segment - ask questions instead of telling - increase student involvement
Small group work encouraged collaboartive learning

Each student has a specific role - get everyone to participate
group navigator, communications controller, backseat drivers, log keepers

Small group explorations tasked students with answering specific questions - librarians didn't guide them through databases or database searches.

Lesson included three media types - powerpoint, word, and introductory movie (played on a loop) -

Movie was similar to the previews for the movie theatre, poses questions and then answers. It played as they entered room.

Research log - Record keywords, etc. Guides their activities and serves as a job aid (like instructions on your washing machine). Job aids reduce demand on students' short term memories.

How did this all fit together? video + short lecture segments + interspersed tasks

The Study
Approach - Data/Evidence collected
Findings- Analysis of Observations

1. Filmed observations of students
consent forms signed
videographer filmed the class experiencing the lessons - focus camera on students
video burned to DVD for review and analysis

2. Written observations of students
LS team members observed the class
Focus on students
Observe the students nearest you
Used standardized observation sheets

3. Classroom responses
feedback questions built into lesson as TurningPoint questions/responses
TurningPoint would record responses for analysis - tech. difficulties - used show of hands (observed, but not recorded)

4. Student evaluations
asked to complete online lesson evaluation form at end of session
"did the session improve your ability to find library resources"

5. Instructor evaluations
Bibliographies were required components of later assignments in the class
APA format was expected

Findings

1. Analysis of observations
most students appeared to learn the material - group explorations/exercises
inconsistent engagement across all members of groups of students
visual impediments
difficulty organizing in groups
lack of interest in search survival
GeTeXt info (SFX) screen not well received
lack of time for exercises
once organized in groups, they expected group tasks (they first had more lecture)
esp. engaged by automatic citation formatting tools

2. Classroom responses
Most students had difficulties with library catalog searches

3. Student Evaluation
Students indicated that session was useful -3.9 score was a slight improvemt over earlier versions of same lesson
sig. number mentioned citing resources automatically

4. Instructor Evaluation
reported students were generally successful in their library work, including citing sources

Discussion: Lessons Learned

Alternative methodology effects institutional change
Practitioner as researcher apporach

The process effected change
communication between two departments
communication and collaboration between librarians teaching the same lessons

The lesson facilitated observation and interaction
group work
students complete three exercises before reconvening for discussion and lecture
librarian has time to observe and reinforce

The lesson was more appropriate for student learning needs
less lecture
more info conveyed in group discussion
more info conveyed in response to lib. observations
pace is appropriate

Changes to the lesson
reduce content - learn by doing and respond to what they are doing
organize groups at a more appropriate time
compensate for visibility problems
SFX example on worksheet
Add APA exercise

Change assessment
include questions that assess learning
collaborate with course instructions (pre and post tests)
collaborate with course instructors to evaluate student bibs
evaluate research logs

Lesson is a work in progress
address varying class lengths
identify core elements of the lesson for librarians - people do things differently
continued communication - library and curriculum will change


UWL Lesson Study Project Site: http://www.uwlax.edu/sotl/lsp/
presentation powerpoint: http://www.uwlax.edu/murphylibrary/ili/WAALPresentation4-19-07.ppt

Mashing It Up - Tom Zillner

Slides are available at http://www.wils.wisc.edu/tzillner/waal07

Define mashups and APIs
Wikipedia - A mashups is a website or web application that seamlessly combines content from more than one source into an integrated experience

Most mashups are mapping related

Mashups interact with the web through javascript code. Your data comes from multiple places and ends up on the web.

APIs (application programming interface) are like a bunch of tools in a swiss army knife. They provide a standardized way of communicating for programs and web services.

Mashup examples
Map Mashups - You provide local data, Google maps (usually) provides geodata

The Seven Wonders of Wisconsin - http://7wonders.usa.googlepages.com/wisconsin.html

http://www.truliaholic.com - compare average listing prices for U.S. cities

http://www.weatherbonk.com

http://baebo.francisshanahan.com - search Yahoo, eBay, and Amazon for the best price

Why Mashups are important
They free data from isolated silos through their use of APIs. - and they bring people back to Google and Amazon.
They bring together data from disparate sources to inform, entertain, and enlighten.

Some library-related examples

http://kokogiak.com/booksearch - Amazon A9, Google, Microsoft Live Search

http://www.amitgupta.info/E41ST/RIA/E41ST.html - Search for books in Amazon and find in your public library (SCLS is in this)

http://kokogiak.com/amazon4/ - Amazon Light, alternative Amazon interface

http://www.monkey.org/~emv/superpatron/aadlnewfiction.html - New books in the Ann Arbor District Library - Populated by an RSS feed put out by the library

Screen Scraping - programmatically capturing a stream of data that is meant to be displayed by an application and extracting selected content (use when APIs don't exist). Takes a long time and is fragile.

Mystery Carousel - http://www2.cambridgelibraries.ca/newmat/carousel.php

Tools for mashup writers
There are many Javascript presentation tools that are available for free:
Most are high quality, open source, some from big companies, others from independent developers. Users communities report bugs.

How about "Library Light" ?
A multiplicity of custom clients for the catalog? Prediction can come true through APIs and mashups.

There are as many ways of searching as there are library patrons.

Write a mashup with Yahoo Pipes - http://pipes.yahoo.com/pipes/

Easily create map mashups with Google Maps - maps.google.com - go to "my maps" tab

Staff Engagement = Success at CIMC

Jo Ann Carr, director of the CIMC at UW-Madison, gave a great presentation on how the CIMC engages its staff by rewarding good work, building staff morale, and gaining staff input to make CIMC a great place for staff and clients alike. There were so many great ideas packed into this presentation, and here are just a few:

Make sure staff have the tools they need to do their jobs, including time, supplies, and knowledge. CIMC does advanced and cross training for all staff, both in modules and in groups. They use logs and blogs to keep up with what's happening in the CIMC and with each other and have a comprehensive view of staff development that is outlined in their policy manual.

There are clear expectations, a clearly articulated mission and vision, and they live their values. That includes hiring customers (thus connecting them with their customers in a very powerful way), recognizing good work (a monthly WOW award - What Outstanding Work), providing currency in collections and services, creating convenience for clients through timely displays and adopted shelving areas, and seeing themselves as vital to the learning process.

They are committed to "joy in the workplace and the work" and celebrate personal holidays, accomplishments and new ventures. (Among other ways of celebrating, Jo Ann bakes delicious cookies!) They show appreciation for one another; e.g., staff contributes to finals' week care packages for student employees, and they keep a sense of humor.

Jo Ann mentioned the importance of knowing employee likes and dislikes so that the recognition they get is something they actually like (not everyone likes chocolate, if you can believe that). But also, it's important to know employees' goals, stressors, and how they define success. Performance planning and performance reviews for everyone (the director is reviewed by all staff), using the logs and blogs, and having staff complete bios that are posted for other staff to read - all were mentioned as tools used.

There were many other ideas, plus some links to good materials. See www.hr.com for these articles: Brandi, JoAnna (2005) "Power up performance: 9 way to keep employees engaged." Aurora, Ontario, CA: HR com.; Leather, Doug (2005) "Happy employees, happy customers" Aurora, Ontario, CA: HR com; and Weir, Jason (2005) "The Gallup Organization's Q12" Aurora, Ontario, CA: HR com.

Exploring Haunted America - Michael Norman

Michael Norman gave a delightful luncheon talk relating several of the stories he has collected. Particularly entertaining was one tale of the "ghostly librarian" at St. Olaf College from his yet unpublished book of Minnesota ghost stories.

WAAL Conference Opens at Wintergreen

The WAAL Conference expects 225-plus registrants to join in the fun and learning this week, Wednesday through Friday at the Wintergreen Resort and Conference Center in Wisconsin Dells. The WAAL Board and Conference Committee kicked off the event with a pre-conference party hosted Tuesday evening by Valerie Malzacher, WAAL Chair.

The Conference Committee has found the Wintergreen Resort staff very helpful as it set up for the conference, readily accommodating the usual last minute requests and modifications. Stay tuned for more about the conference programs and events: breakouts, poster sessions, and luncheon speakers!

Budget includes exemption of county library expenditures from levy limits

Late last year, WLA met with Department of Administration officials to seek an exemption of county library expenditures from any levy limits imposed in the next biennium. The executive budget released in February contains such an exemption, although WLA will seek an adjustment to the language that will clarify that state statutes require that county payments be made to public libraries (not to the counties themselves) and that payments to libraries both within and across county borders be covered by this exemption. A March 2 article in the Milwaukee Journal Sentinel describes how the bill would affect libraries in several counties.

Joint Finance Committee Schedules Public Hearings

The state legislature's Joint Finance Committee (JFC) will hold 6 public hearings on the state budget, beginning March 20 in Milwaukee. The hearings are the next step in the budget approval process, which is supposed to be completed prior to the end of the fiscal year (June 30). Library supporters are urged to contact the JFC members to voice their support for library funding. WLA will be sending calls to action next week.

The executive budget includes an increase in public library system aids of 4 percent in each year of the biennium, an increase in BadgerLink funding to allow current services to continue, and a much-needed increase in funding for the four statewide resources contracts. For a more complete summary of budget and other pending legislative issues, see the WLA's Legislative Status Report.

Waukesha Schools Cut Elementary Library Funds

The Milwaukee Journal Sentinel reports that the Waukesha School Board voted March 5 to eliminate 62 full-time positions, including all but one librarian for its 17 elementary schools. The cuts would also increase class sizes and severely cut gifted programs and elementary guidance programs. The school district estimates it needs cuts of $3.4 million to avoid a deficit in the next school year.

Mark Your Calendar: Plans are underway for the 2007 WLA Annual Conference in Green Bay

Outgoing WLA Conference Chair Bernie Bellin passed the baton to the new Conference Chair Terrie Howe and her planning committee for the 2007 Wisconsin Library Association Annual Conference. This much anticipated event, is scheduled to take place October 16 – 19, 2007, at the beautiful Regency Suites Hotel and KI Convention Center in Green Bay, Wisconsin.

Committee members for the 2007 event include: Terrie Howe, of the Nicolet Federated Library System (NFLS); Alan Engelbert (Manitowoc Public Library); Brigitte Vacha (WLA); Paula Ganyard (UW-Green Bay IS); Elizabeth Timmins (Seymour Public Library); Felice Maciejewski (St. Norbert College); Glenice Klestinski (NFLS); Jamie Matczak (NFLS); Jan Peterson (AE, 3M Security Systems); Julie Fricke (Lawrence University); Maggie Waggoner (Kaukauna Public Library); Mark Merrifield (NFLS); Michael Kenney (Appleton Public Library); and Rita Schiesser (NFLS).

The committee will be busy in the months ahead, deciding on 2007’s theme and keynote speaker, not to mention the other key responsibilities in their charge, such as programming, luncheon speaker, the silent auction store, pre-conferences, special side tours, and so on. Needless to say, the bar has been set very high after our wonderful conference in the Dells. The committee loves the challenge!