Strategies and Techniques in Providing Customer-Centered

Library Services with the Aid of Technology

By Edgardo QuirosChief, Information Technology Division,

The National Library

We have the Internet!

Do we need the Librarian?

Do we need the Library?

Current Limitations

➲ Stable and reliable supply of electricity➲ Modest computer➲ Speed of internet connection (bandwidth)➲ Reliable network services and infrastructure

(intranet, internet service providers, carriers)➲ Reliable service of the content providers➲ Disorganized Information➲ Limited script and language versions➲ World information in Internet is less than

50%

The Library

➲ An institution established to serve the information needs of a specific group of clients

➲ Managed by educated and trained personnel in collecting, organizing and disseminating information to target clientèle

➲ A place with ambiance where people go to avail of information products and services (print, electronic or otherwise)

➲ A place where people can consult an information professional

The Librarian

➲ Knows client needs in terms of information products and services

➲ Selects and collects printed or online materials appropriate to clients

➲ Catalog, classify and index materials suited for clients information searching behavior

➲ Abstract materials to shorten reading time of clients

➲ Create guides, bibliographies, some with annotations, and other derivatives to shorten searching time of clients

The Librarian

➲ Translate materials into script known to clients

➲ Translate materials into language known to clients

➲ Advise clients on quality and appropriateness of materials

Should there be a change?

➲ Basic functions of the Library and the Librarians DO NOT need changes.

➲ Technology such as computers and the internet SHOULD BE added as appropriate

➲ Accompanying technology-based skills SHOULD BE acquired and further enhanced

➲ New forms of materials SHOULD BE selected, collected, organized and served appropriately

Service Delivery Areas

➲ Internet access computer workstation➲ Internet connectivity for clients with mobile

devices➲ Facilities to accommodate computers and

client mobile devices (electrical outlets, tables, etc)

➲ Copying facilities (scanning, printing, CD/DVD Disk copying, USB/media ports, etc) with accompanying support software applications

Service Delivery Areas

➲ Skills in basic computer operation➲ Skills in typical application software➲ Skills in navigating information systems➲ Skills in Internet searching➲ Skills in reproducing materials to print,

optical disk, mobile drives, pen drives, etc➲ Skills in converting files (file format,

scanning)➲ Skills in communication applications for

information dissemination (email, chats, blog)

Service Delivery Areas

➲ Knowledge in establishing online communities

➲ Knowledge in selecting, linking or collecting, cataloging, classifying and indexing online resources

➲ Knowledge in script conversion (software of otherwise)

➲ Knowledge in language translation

New Tools

➲ Mailing lists➲ Blogs (Wordpress, Blogger)➲ Groups (yahoo, Google)➲ Language translators➲ Script conversions➲ Messaging including VOIP➲ Bulletin Boards➲ Video sharing (YouTube)➲ Social Networking (Facebook, MySpace)➲ Internet TV

New Services

➲ Online reference service➲ Document delivery via Internet➲ Selective Dissemination of Information via

Internet

New Products

➲ Webliography with hyperlinks➲ Open Access Journals/Documents➲ Digital Libraries➲ RSS (really simple syndication) feeds

Guiding Principles

➲ Our library client needs (information products and services) should come first

➲ Adapt technologies that will help in the delivery of information products and services

➲ Collect, organize and disseminate information products from the internet based on the library's collection development policy

Mabuhay!!!

--FIN--