Methodologies to Evaluate the Responsiveness of Library Systems

Joe MatthewsXIII International Conference of the University Libraries

Mexico City, November 16-18, 2016

Historically we have always thought of the user in the life of the library

but we now are increasingly thinking about the library in the life of the user

The mission of librarians is to improve society

through facilitating knowledge creation in their communities.

David Lankes

Responsive

“It's really hard to design products by focus groups. A lot of times, people don't know what they want until you show it to them.”

— Steve Jobs

Jobs To Be Done

• What is our mission?• Who is our customer?• What does the customer value?• What are our results?• What is our plan?

From collections to users

Student Learning Outcomes

Student Retention Outcomes

Teaching Outcomes

Research Outcomes

• Ethnographic

• Interviews

• Focus groups

• Observation

Discovery happens elsewhere

Lorcan Dempsey

Convenience trumps everything

Content

Context

Connection

People come to the library to beinformed, inspired, horrified, enchanted or amused.

They come to hide from reality or understand its true nature.

They come to find solace or excitement, companionship or solitude.

They come for the software.

Hugh Rundle

Collaboration

Community

The Take-a-ways

• Libraries exist in a competitive environment• The library in the life of the user• Sustained shift in focus from collections to

users• Discovery happens elsewhere• Convenience trumps everything

• Re-purpose space to provide tech centers, meeting rooms, makerspace

• Provide connections – between activities, and between people

• Your users’ are operating at the network-level

• Engage your users to better their jobs-to-be-done

• Revise your services to reduce pains and increase gains

• Become a part of the users’ social network and get in the flow

• Librarians need to focus on building relationships

• Don’t limit your innovation – plant lot’s of seeds – see what works

• Make visible the value your library brings to your community

Questions & Discussion