Tuesday, October 24, 2006

Federated Search:

State of the Art

Jeff Wisnewski & Frank Cervone

Quick overview

What is federated searching

What does context-sensitive linking have to do with it

How does federated searching work?

What problems could a federated search engine solve?

o provide a single interface to information resources

o provide a unified query interface supporting simultaneous searching of multiple resources

o Consolidate search results

§ Without eliminating the potential

What is federated searching?

o Interface between user and multiple databases

o Usually isn’t clear what database they get the info from

Standard features

o Support for multiple protocols

o Simple and advanced search

§ Search by specific field

o Post processing of results

§ Combined result sets with deduplication

o Statistics

Advanced features

o Integration with other software

§ Courseware

§ Bibliographic management

o Advanced result display

§ Clustering

§ Visualization

o Context sensitive linking

What is context sensitive linking?

o Go from a database to full text results in other source?

How is it done? Open URL

o Standard for persistently identifying content

o Provides a mechanism for encoding to link to and from

So

o Database provides Open URL which goes to our OpenURL resolver

o OpenURL resolver parses request for article and then brings up a target list of where we have access to the article

o Relating sources to targets and services

§ EBSCO ASP (get Full Txt, get TOC

§ JSTOR (get full txt)

§ Cosnortial catalog (get holding

§ Periodical Abstracts (get abstracts)

So who’s on top?

o From LJ Automated System Marketplace 2006

o Top vendors Webfeat, ExLibris

NKOTB (not the boy band)

o Enhancements to “traditional” federated search services

o Built-in content platform

§ CSA Illumina

o Replacement of products

§ Discovery… (Endeavor) {removed ENCompass, LinkFinder Plus}

· Now based on TDNet technology

· Discovery: Finder

o Replaces ENCompass for resource access

o Hosted service

o Pricing based on number of searchable databases

o Generates topic maps and clusters dynamically

o Customizable via css

o Personalization (extra cost option)

o Relies on Discover: Resolver for OpenURL resolution

§ Replaces LinkFinder

o Visualization of results

§ Aquabrowser !!! Used to focus solely on the catalog now getting into federated searching

§ Grokker in Ebsco for visualization of results

§ Vivisimo now provides federated search.

§ ExLibris will be incorporating Vivisimo into MetaLib

§ Ovid

· Based on Muse technology

· Hosted

· Results post-processing

· Customizable, branded

§ Webfeat Prism

· Knows of no other single way to get patrons to really use the databases and increase their full-text retrievals. (anecdotally, 100-200% increase in usage stats)

o Express services

§ Webfeat

· Hosted

· 7850 for an annual subscription

· Several interface choices

o Brandable

· OpenURL compliant

· ProCite/EndNote compatible

· Ebsco A-Z Integration

Fretwell-Downing – OCLC PICA

o FDI Portal

§ www.fdgroup.com/fdi/marketing/zportal_choice.html

o OL2

§ www.fdgroup.com/fdi/pdf/OL2overview.html

Who else is in the game?

o LOTS of folks

§ OpenSiteSearch (open source product!!) z39.50 solution

Trends

o Vendors migrating slowly, to XML gateways

o Integration with bibliographic management software

o More integration of visualization and clustering tools

o Federated search for the masses? (WebFeat Express)

Google Scholar/Microsoft Academic Live

Searching the New Digital Formats

Podcasting Edition
By Greg Schwartz

What is Podcasting?
§ A way to distribute audio content online
§ Extends RSS technology to audio/media
§ Facilitates automatic downloading of new content
§ Time-shifted content – listen to whatever, whenever, wherever
§ Plain old mp3s – no iPod required
§ Diverse content from mainstream and independent media sources

How do I listen?
o need a way to find the content…
§ directories
§ search engines
o and a way to subscribe to content
§ aggregators
o Today’s focus is on the former, but some tools will help you do both.

How do I find the good stuff?

Go to the stuff you know now. i.e. NPR http://www.npr.org/rss/podcast/podscast_directory.php

Aggregators of Podcasts
Juice (software to install on computer)

Find Podcasts

Find Content in Podcasts

Searching the New Digital Formats...

Blogs...
Sabrina I. Pacifici

Working on a knowledge base on specific topic(s) which she blogs about. Facilitates the organization and acquisition of information.
www.llrx.com
www.bespacific.com
(blog since 2002) daily from Sabrina

Technorati….
How big is the Blogosphere…getting bigger every year
50 million weblogs tracked (July 2006)
Doubling in size about every 6 months for the past 3 years.

Lots of different organizations and people are blogging…
For instance:

Iran’s president’s blog
www.almadinejar.ir

Little Sheba the hug pug
www.hugpug.com

Blog networks
Find and talk to the BBC’s bloggers

Sen Leahy
Leahy.senate.gov/

Places to find blogs
See bespacific.com for more links to blogs and blogsites

Search Tips

Mary Ellen Bates
“creating info groupies” white paper
http://www.batesinfo.com/groupies.pdf

1. Use search engines “answers”
a. ask – smart answers
b. google – one box
c. yahoo – shortcuts
d. msn’s – instant answers
i. livesearch (formerly msn)

2. Squidoo
a. hybrid of a web page, interactive poll, flicker-like photos, notes from readers, and a blog
ii. (walking while working)
b. great way to share resources with colleagues

3. Use Rollyo.com, yahoo search builder (builder.sesarch.yahoo.com or Gigablast’s Custom Topic search to build customized search engine
a. Has the library’s imprimatur
b. Surface the best results; limited search universe

4. Put that customized search engine on users’ home pages
a. Use google gadgets API to add it through Google personalized homepage (creating a portal)
b. 4.5 can also add link to your online catalog or other resources
c. Tallis.com for mashup for libraries

5. Google’s synonym finder
a. syntax is: ~word
b. Example: ~obesity ~kids will retrieve:
c. Obese, diet, weight, diabetes, overweight AND childhood, child children, youth
d. Tends to be a little broad, may catch things you don’t want

6. Google Co-op
a. www.google.com/coop
i. Not ready for prime-time yet, but...
ii. Tagging on steroids, by experts
iii. The “health” topic is particularly useful

7. Google trend search to see relative mentions of a concept over time
a. www.google.com/trends

8. Google notebook
a. Save snimppetsz from web sites into “notebooks”
b. Share them selectively with clients
c. Put the notebook on your google home page
d. www.google.com/googlenotebook

9. Google’s new archive
a. news.google.com/archivesearch
b. Timeline is a useful “clustering’ of news
c. content from publsiehrs and aggregators
d. cost: from $0-7 each

10. Yahoo’s search subscriptions
a. Search.yahoo.com/subscriptions (usually a subset of the subscription database, free to search, pay for articles) news archives

11. Use Yahoo’s Mindset feature
a. Mindset.reasesarch.yahoo.com
i. Are you researching or shopping?
ii. A slide bar between the two

12. Yahoo site explorer
a. Siteexplorer.search.yahoo.com
b. See all indexed pages within a domains
c. Also able to see who links to the domain/site (used after executing search

13. Exalead
a. Great advanced search features: Proximity search, phonetic and approximate
b. Metasearch engine
c. Advanced search phonetic, approximate spellings, and adjacent, logical, regular expressions

14. Gigablast
a. search results link to cached
b. don’t bother with advanced
c. stripped pages
d. older copies

15. MSN’s cool synonym-suggestion tool

16. Misspelling suggestion engine on MSN
a. (in adCenter Labs)

17. Zibb.com
a. Vertical, for business

18. Kosmix.com
a. US politics, sort by point of view (liberal, conservative, libertarian)

19. Stumped on an unfamiliar topic?
a. University libraries
b. Librarian’s Internet Index
c. Internet public library pathfinders
d. Wikipedia

20. Tara Calishain’s Kebberfegg
a. www.kebberfegg.com
b. Generates rss feeds by category
c. You then add those feeds to your reader with one click
i. Basically a filter for rss

21. Scandoo…
a. Then tell it to search in other search engine
b. It labels the search engine by icon for classifications about quality

22. NationMaster.com
a. Source for national stats
b. Uses graphic form for presentation of stats

23. AccessMyLibrary.com
a. Interfaces with infotrac

24. Eurekster’s Swiki
a. Swicki.eurekster.com
b. Create a vertical search engine and then watches what you find useful and then adds to relevancy ranking

25. TaxonomyWarehouse.com
a. useful to find hierarchical structure of information
b. provides links to both published and unpublished/online controlled vocabularies

26. Mining podcast content
a. Podscope and podzinger
b. Blinkx
c. Plugged

27. Qwika.com to specifically search wikis
a. It’s beta, so manage your expectations

28. Furl.net
a. Organize bookmarks by topics
b. Create webliography in several citation formats
c. Export to bibTeX and EndNote
d. Export to a web page, dynamically updated

29. LibraryThing
a. “People who own this book also own”
b. Create rss feeds of recent acquisitions, LT books with a specific tag
c. Create own tagged records

30. Data visualization arrives to the value-added online services
a. Factiva’s Discovery Pane in Search 2.0

‘Search tip of the month’: to subscribe to newsletter mbates@BatesInfo.com

Search Engine Report

Chris Sherman

Is Google God?
Last week earnings doubled from previous year. So, maybe…

What are other search engines doing?
  • Ask is on fire, going to be rolling out more 1st cousins of search (encyclopedia, maps etc… hopes to be the number two player in search).
  • Google is being questioned about is it still a search engine or a portal? Just purchased youtube Google is now an advertising company (where the revenues are coming) Need more channels for advertising. What is their strategy?
    • List of 100 most important projects at Google
      • 70% is focused on searching apps
      • 20% for gain points for internet, i.e. youtube
      • 10% classified as bluesky
  • Microsoft (now called Live)
    • Homegrown search and search advertising (things are messy) used to be purchased from Yahoo
    • Brilliant features marred by confusing and inconsistent interface
    • Image search, live local – maps
    • The Steve Berkowitz factor
      • Guy who turned Ask around may turn this around
  • Yahoo
    • Major proponent of social search
    • Major revamp
    • Becoming a media company more than a search engine
§ All of these companies are envolving

  • Importance of research
    • Microsoft research has been around for ears
    • This year, Google started a research group, and Yahoo created a new international group
    • Gold in searcher behavior
    • Yahoo research
      • Disappointed if Yahoo’s effort didn’t produce a Nobel Prize.”
      • Recording 12 terabytes of searcher behavior data daily – about half of the library congress
  • Keep an Eye on the blogs for the search engines
    • Blog.ask.com
    • Googleblog.blogspot.com

Web 2.0 Hoohaw
“Web 1.0 was all about connecting people. It was an interactive space and I think web 2.0 is of course a piece of jargon, no body even knows what it means. If web 2.0 for you is blogs and wikis, then that is peo… -- Quote from Tim Berners-Lee

Cool web search tools

Kosmix
o Vertical searching

Liveplasma (music & movies)
o Using visual type search based on artist

Lastfm
o People tagging their music collections

Zillow
o Aggregating real estate information
o Zestimates of homes in the areas

Yahoo search builder
o To create a vertical search engine or a set of websites to generate a search engine to add to a webpage

Farecast
o Aggregated 20 years of airline pricing data. Not going to tell you where to buy, but tell you when it is the least expensive time to buy.

Kayak
o Searches for travel deals

Seat Guru
o Maps airline seats for airplanes

Underground Map (London’s real underground map, London’s transport)

What the heck is social search?
o Simple definition: internet wayfinding tools informed by human judgment
o Informed can mean many things – including egregiously uniformed
o No good industry standard definition yet

We’ve always had social search
  • The very first guide to the web was created by Tim Berners-Lee in 1990
  • Yahoo was originally created by a team of human editors
  • Meta tags were created in 1996 you help content owners influence search engines – and were a massive failure
  • Algorithmic search is social
  • Fundamentally, search engines reflect human bias (programmer choices)
  • In addition, search engines observe human behavior – click paths, popular URLS, etc. – and use this to modify algorithms.
  • New personalization efforts are also used to refine search for everyone
So why the buzz now?
  • Algorithmic search has plateaued – innovation is much harder than it used to be
  • Humans are still better at some things than computers
  • A major factor – many, if not most of the players in social search are leveraging the work of volunteers
Types of social search
  • Shared bookmarks & web pages
    • Del.icio.us, shadows, myweb, furl, diigo
  • Tag engines (blogs & RSS)
    • Technorati, Bloglines
  • Collaborative directories
    • Open Directory Project, Prefound, Zimbio, Wikipedia*
    • Yahoo is still very strong, Yahoo has beefed up the editorial staff on the directory
  • Personalized verticals
    • Eurekster
    • Rollyo
  • Collaborative harvesters
    • Digg, Netscape, Reddit (popurls.com aggregates these)
    • Tend to be based on news, voting sites for content
  • Social Q&A sites
    • Google Answers, Yahoo Answers, Answerbag
Problems
  • Scale & Scope Issues
  • Tagging issues
    • Ambiguity of language
    • Lack of controlled vocabulary
    • Human laziness
    • And … idiots!
  • Spammers

What will ultimately work?
  • A combination of algorithmic and people-mediated search
  • Trust networks
  • Increased personalization and user control over result filtering
  • Social search will probably work best for non-text content (photos, music, video, etc)
Future Trends
  • The burring of content and process
  • More personalization
  • More dynamic interaction with both search and web sites
  • More vertical/mashup specialized sites
Questions:
What role does government play in future trends?
  • USA – keeping hands off for most part, Justice department was rebuffed in getting records
  • Other countries will certainly have a role, China is held up as the “bad player”, however over 20 countries require the censoring of info from Google.
Which single language is emerging as dominant other than English?
Chinese

What are examples that are inpoints Google is working on
“Google” check out (which handles all the shopping cart business if you want with no charge. Ebay has banned it on ebay sites).

Google book project…. Commonly thought that Google is trying to take over the publishing business. I believe that it isn’t, instead provides links for purchase and then OCLC check it out. I think it is the stealth mission, because it is trying to teach Google to read…….. (EEEEEEK)

Wednesday, October 18, 2006

Day Two Session Two – Mastering Change

An organization can succeed during change when…

  • Leadership believes the organization has a great future.
  • Leadership is proactive; expecting and looking for opportunities to change rather than wait for pain to force change.
  • The organization is small or the smaller divisions of the organization have great autonomy when making decisions.
  • Leadership understands the mission of the organization, and they communicate that mission effectively.
  • Leadership embodies the organization’s values.

Taken from the Applied Leadership IV workbook section 4 page 6

Three Stages of Change:

  1. Endings
    1. Denial: When a big change is announced, the first response is often numbness. The announcement is ignored; nothing happens. People continue to work as usual. Productivity continues as if nothing has been affected.

i. Behaviors: business as usual, withdrawal, focus on the past, lots of activity but little accomplished or improved

    1. Resistance: This occurs when people have moved through the numbness of denial and begin to experience self-doubt, anger, depression, anxiety, frustration, fear, or uncertainty because of the change. Here, they experience a “victim” mentality; they talk about how har things are and why they can’t possibly make the change work. They bring problems rather than solutions, hoping the change will pass and things will return to “normal.”

i. Behaviors: anger, blame, anxiety, depression, retirement on the job, “who cares” attitude

  1. Middle
    1. Exploration: Energy is released as people focus their attention on the future and toward the external environment once again. This stage contains chaos as people try to figure out new responsibilites, search for new ways to relate to each other, learn more about their future, and wonder how things will work. During exploration, people draw on their internal creative energy to figure out ways to capitalize on the future.

i. Behaviors: uncertainty, stress, questioning, testing ideas

  1. Beginings
    1. Commitment: People begin to focus ona plan of action for moving themselves and the organization forward. They learn new ways to work together and have jointly revised roels and expectations.

i. Behaviors: checking and validating; having a sense of purpose, adventure, optimism

People don’t always go through all of these stages. They can remain stuck at endings or in the middle. They can move forward to beginnings and then slide back to endings. They can yo-yo between denial and resistance. However, these three stages are experienced by most people facing change and knowing about the stages can help one through those tough early stages.

Taken from the Applied Leadership IV workbook section 4 page 14

Steps to manage and lead for change:

  • Analyze the change
  • Identify where you and your team are
  • Define the challenges
  • Decide how to best meet those challenges
  • Define what needs to be communicated

Taken from the Applied Leadership IV workbook section 4 page 22

Day Two Session One – Effective Negotiation

There are two basic types of conflict: Relational and Resource

Relational conflicts are most often referred to as informal conflicts. They take place when two or more people conflict over internal issues:

  • Differing perceptions of a situation they have in common
  • Differing personal, cultural or work values
  • Emotional differences
  • Respect issues

Resource conflicts are also called formal conflicts, dealing with external issues where two or more people attempt to resolve issues such as:

  • Limited facilities
  • Work process roles
  • Buying and selling

Taken from the Applied Leadership IV workbook section 3 page 8

The Process

  1. Preparation
    • Gather information
    • Set goals
    • Determine the best alternative to a negotiated agreement
  1. Beginning the Process
    • The other party’s concern
    • Your persuasive case
  1. Win/Win Model
    • Preserve relationship
    • Collaborate for the best
    • Work toward enduring value
  1. Closing & Implementation
    • Finalize and agree
    • Clarify any incompletion
    • Establish next action

Taken from the Applied Leadership IV workbook section 3 page 20

Day One Session Two – Resolving Conflict

Types of Conflict

Type

Causes

Resolution Strategy

Emotional or relationship conflicts

Strong negative emotions, personality conflicts, etc

Conflict resolution process

Needs conflicts

Incompatible or mutually exclusive goals or needs

Collaborative problem solving

Data or information conflict

Parties using different information or data on the same issue; also arise by parties reaching different conclusions from the same data

Conflict resolution process to help identify difference in data or analysis and lead to a common understanding

Structural or environmental conflict

External systems or processes or constraints that impact the conflicting parties in different ways

Often cannot be totally resolved or requires referral to a level that can change the structure or environment

Values conflict

Different or incompatible belief systems about good and bad, right and wrong organizational purpose, etc.

Resolution may be difficult or impossible; use of a conflict resolution process can build empathy

Taken from the Applied Leadership IV workbook section 2 page 3

Conflict Resolution 10-Step Process:

  1. Plan before you act
  2. Acknowledge the conflict
  3. Clarify the issues
  4. Analyze the situation
  5. Brainstorm solutions
  6. Evaluate the proposed solutions
  7. Choose a solution
  8. Implement the solution
  9. Evaluate the results
  10. Act on the results of the evaluation

Taken from the Applied Leadership IV workbook section 2 page 14

Avoiding Conflicts

  • Develop and show genuine empathy for others and their points of view
  • Keep your promises or your word becomes useless
  • Demonstrate the highest level of integrity and demand the same in others
  • Communicate openly and often about mission, vision, expectations, and values so that people understand your goals and expectations.
  • Respect other members of the organization at all levels
  • Take the blame for mistakes under your leadership and share the credit for the successes

Taken from the Applied Leadership IV workbook section 2 page 20

Day One Session One – Ethics

Is Ethics Really an Issue?

  • Nearly a third of respondents say their coworkers condone questionable ethics practices by showing respect for those who achieve success using them.
  • The types of misconduct most frequently observed in 2003 include abusive or intimidating behavior (21%); misreporting of hours worked (20%) lying (19%) ; and withholding needed information (18%).
  • Despite an overall increase in reporting of misconduct, nearly half of all non-management employees (44%) still do not report the misconduct they observe. The top two reasons given for not reporting misconduct are (1) a belief that no corrective action will be taken and (2) fear that the report will not be kept confidential

Additionally, the workshop participants added (3) fear of the rebound effect where the reportee is now considered the problem and (4) fear of retaliation in some form from either management or colleagues.

  • Younger employees with low tenure are among the least likely to report misconduct (43% as compared with 69% for all other employees). They are also among the most likely to feel management and coworkers will view them negatively if they report it.
  • Less than three in five employees (58%) who report misconduct are satisfied with the response of their organizations.

Taken from the Applied Leadership IV workbook section 1 page 9
Originally from the Ethics Resource Center: National Business Ethics Survey, 2003

Tools for Making Personal and Group Ethical Decisions

  1. The “Every Person” Test

If every person in this society did what I am thinking of doing, how would it impact the society?

This is one of the most basic ways to gain perspective when making an ethical decision. It is not flawless, but it is effective as it relates to issues that may not be illegal or even socially unacceptable, but may have a potential negative effect on others.

  1. The Three Questions

This is a simple process. These three questions will often help the decision maker gain perspective and see the situation through the eyes of those involved.

    • Is it just to all involved?
    • Does anyone gain unjustly at the expense of another?
    • Do all involved deserve the results of this action?
Taken from the Applied Leadership IV workbook section 1 page 15

Friday, October 06, 2006

Library Accessibility Notes -- Jenny

Is Your Library Accessible?

Space between the stacks – 32” minimum but 46” would be better

Go see the ADA website http://www.usdoj.gov/crt/ada/adahom1.htm

Physical accessibility in the library including: ramps, public desks, restrooms, doors, signage, elevators, parking lots, public telephones, drinking fountains, room signage, public desks …

Government provides minimum standards, do more.

Suggestions:
Borrow a wheelchair and run it around the library.
Are there obstacles?
Are there bottlenecks where a wheelchair?
Borrow a walker
Borrow a skateboard (for a kids point of view)
Tie your shoe laces together and try to get somewhere
Try it with altered vision (i.e. remove glasses or put some on)
Try it on crutches

Consider curbside delivery or a delivery window like take-out. Figure out the policies so it works.

Can you do any kind of home delivery?

Downloadables!!

Wheelchair for those in need maybe even one of those electric carts with baskets.

Another idea is a small grocery cart type thing to carry those 20 plus books for a mom with kids or someone with limited arm strength.

Nicely done, interesting, with real stories.
Jenny

Thursday, October 05, 2006

Firefox Search Plugins -- Jenny

I thought this session would be about plugins to add to Firefox. Michael Sauers taught us how to write the code to create our own Firefox Plugin to search our library catalogs! This was very cool. Check out his website for more info http://travelinlibrarian.info. I'm hoping to get a plugin for the Oboler Library Catalog up and running soon. :)

After later
Jenny

Wednesday, October 04, 2006

ILA Keynote Notes -- Jenny

Stephen Abram on Library 2010
http://stephenslighthouse.sirsi.com/

Once again Stephen was a tour de force of information, the charming storm announcing the coming hurricane. Here are some of the sound bites dropped during the speech.

70% of Canadians live south of you in warmer elevations.

Patron: “Do you have a book?”
Which really means
“Are your lights on? Are you home? Are you listening?”

A Library’s talent at the reference desk, it is the four minutes when we talk to the old person to make them less lonely that has a real impact.

Librarians LIKE to answer questions
(most people don’t which makes us weird)

$6.50 is the economic and social value increase for every $1.00 invested in public libraries

4% fewer people die if hospital has library

80% of kids over 14 use MySpace

Google
They are all about search

Libraries
We’re about find, learning and community

Librarians have been teaching search
End user wants to find not search

# of Books Shipped
1.5 books amazon
5.3 books fed ex
11.7 books libraries ship
They only ship it out, we get it back

Destinations
1.1billion come into libraries
.2 billion attend sports events

Six times more people have library cards than driver’s licenses

5 year plans need to happen continually not just once every year or so

Prepare for the inevitable (the kids are coming)

Promote the assets not what you don’t have or have only slender resources for. People just want a recommendation, doesn’t have to be the bestseller.

Most valuable asset is our staff.

After Later
Jenny

Saturday, September 23, 2006

Supervisory Session #3 Day Two -- Jenny

Morning Session: Problem Solving

This was a fun morning session. We got to toss pencils, paperclips and yellow smiley faced ping-pong balls into boxes. Then we got to “problem solve” to do it better. I think there’s a dinner party game in this task somewhere. There wasn’t a lot of new stuff here: brainstorming, allowing everyone to talk, not judging ideas or thoughts, grouping brainstorm ideas into categories (a natural for librarians) and so on. Different types of flow charts were demonstrated and discussed. If you want more info, talk to me later.

Oh yeah, today started out with one of those stranded on the desert isle with a paperclip scenarios. This time we were involved in a shipwreck on the moon.

Afternoon Session: Process Improvement

A useful session on working through a process to find bottlenecks and problem areas. I was thinking through our instruction and reference desk scheduling to see if there are potential areas that could use more scrutiny for change. Of course most of the examples in this class were from manufacturing or other business.

Overall these two days were VERY useful. I now have more ideas on how to manage processes and problem solving. The university and library is in very good shape regarding potential for violence in the workplace. Good shape as in we’ve got good lights in our parking lots, security, security procedures, cameras etc…

If you’re interested in the minutia of either of these days of class please let me know. I have a thick manual that we read that I can excerpt for you. I think these classes are extremely useful and suggest any and all managers/supervisors attend.

Jenny

Friday, September 22, 2006

Supervisory Session #3 Day One -- Jenny

Good morning,

I've been taking a series of two day workshops on various topics relating to management and supervision. I got one management class while in library school and it just wasn't enough. It isn't until you get into a management position that you truly discover your lack of skills. I believe that we learn to manage by being managed. In other words, we pick up all of the worst and best parts of all of the supervisors we've ever had. And if we're not very, very conscious of what we're doing, we will pick up the worst more often than the best. So I've been working on becoming a better manager. Here's what I learned on Day 1 of Session 3.

Morning Session: Customer Service

Just when I thought I knew everything about customer service (12 years as a reference librarian) I came and learned a bit more. The best part was a delightful video called “The Guest” where party guests are treated in the same manner as they were when they were in a work environment. FUNNY!! The rude clerk is a rude hostess flinging “snacks” at her guests and eventually wacking one with a serving tray.

Most importantly:

Fair or not, you’re expected to leave your baggage at the door when you come to work and your baggage should not impact your interactions with customers and coworkers. This concept and the way it was put across in the course was very interesting. I have a responsibility as a manager to insure that this unfair fact is practiced by those I supervise.

Another video classified difficult customers into three categories:

  1. Distracted
  2. Disappointed
  3. Disruptive

Not only are our customers these three types, but coworkers, and employees can be classified into these types.

There are two wrong methods of dealing with difficult customers

  1. Flight
    1. Try to avoid the situation or dealing with it
    2. Avoid blame
  2. Fight
    1. Escalate the interaction

I thought it was interesting to see the breakdown of how we can respond to a difficult person in the wrong way. The right way is apparently to:

Listen (without judgement, and with patience)
Apologize (to show empathy and that you are sorry they are unhappy)
Solve
Thank (and invite back)

Afternoon Session: Violence in the Workplace aka Organizational Well-Being

According to the Department of Labor 2.9 million workers lost their jobs in the years 1997-2001. Sixty-one reacted by murdering someone in the workplace.

OSHA reports homicide is the second leading cause of work-related deaths.

Prevention is the most important key, reference checks and background checks where appropriate. Also, paying attention to personnel behaviors, isolation, disgruntlement, belligerent behavior, threats, any behavior that seems off-norm for that employee and escalates in a negative way.

(All quotes and statistics are from the manual that was distributed at the session)

That was quite the session!

After later

Jenny

Tuesday, July 18, 2006

Last Words - Jenny

Last words

Great speakers!

Interesting information, stories, ideas, help, commentary etc…

I’m taking home a barge of ideas for implementing new library technologies

I really appreciate all of the hard work that the Idaho Commission on Libraries put into this. Thank you!

Can we get a group together informally at ILA in Moscow to see where we are in our implementations? Anyone?

Email me at semejenn@isu.edu

Jenny

P.S. Thanks Kris for letting me post to your blog and for encouraging me to do so!

Monday, July 17, 2006

Day 3 -- Jenny's two cents

Day 3 of the Digital Natives Conference…

How to offend a digital native? Ask them to put away their computers because it’s a barrier to communication. How about asking me to cut off my right arm? Maybe you could ask me to not take notes, think or otherwise process a conference.

I’m wondering how we can possibly reach digital natives when there is a preconceived idea that having a computer open is to create a barrier. I was completely blindsided when the facilitator for our discussion asked those of us with open notebook computers to put them away for this part of the conference. I immediately became defensive and offensive. The Russet Vixen blog has become an integral part of this conference experience not just for us, but for others at the conference. There was no way I was going to allow anyone to make Kris stop blogging. I conceded that I may not need mine. As already noted out, this IS a DIGITAL NATIVES conference. We’re supposed to be learning how to accommodate this type of experience/technology/learning/working style. I pointed this out and was told that basically “We’re not digital natives so you need to accommodate us.” I think the facilitator was the only one at the table who truly felt that way.

Eventually I had to reopen my computer and use it. I cannot take notes on paper as efficiently or effectively as I can on computer. My handwriting has deteriorated to inscrutability and my memory is like a leaky raft sometimes. Only when I have something integrated into my digital world does it "stick".

While considering all of the changes we need to make to services in the library to support and encourage use of the library by the “Digital Natives”. We need to work even harder, I suspect, on overcoming the attitude that technology is a barrier. Maybe it’s even an ‘us versus them’ point of view. I’m not certain what the real attitude is, nor why it exists, but we have to find ways of countering it. If I had been a library patron/customer and was told this, I would have packed up my computer and never gone back to the library. If we are going to proceed into the future we must embrace the technologies that are before us and recognize that barriers exist only where we put them. This is true with the differently abled, the technologically advanced and the technologically different.

I must restate that I thought this conference was wonderful and supportive of the ways we have learned to integrate technology into our lives. I am looking forward to working with a fraction of the material that was presented. I am also grateful for the comment "to put away your computers" because it made me really think about the difficulty some will have in accepting this new communication style. I am now thinking more about how educate and facilitate understanding while implementing these new technologies.

Jenny

Synthesis and Heads up ISU Public Services Librarians -- Jenny two cents

I’ve heard many great ideas at this conference. Here are a few that won’t take that much work.
  • Blogging: Blogger will export/import to another blog system easily. This will be the first thing we will implement. Annie has been pulling content from our Relief mailing list to create a backlog of entries. My guess is that eventually the Blog will replace Relief in full. For those of you reading, Relief is the library’s internal mailing list/log for reference questions and problems. Once the internal blog is functioning the next blog should definitely be ‘What’s New at the Library.’ Maybe we can get both going this year…
  • Chat: We’ve talked about it, seen demonstrations and pricing. I’ve been really reluctant….But one of our speakers had a great suggestion: begin by putting chat on all of your reference librarians computers and have them use it between each other. This teaches everyone how to use it and shows off to great advantage the ability to get a quick answer or information bit without calling or walking. IT means we can be at the desk and quickly query each other for help. Or if we’re in our office we can us it to pass notes and queries back and forth. I for one will find it very useful. The step after this would be to create an identity for the reference department and begin reference chat through the free services to our student body. There are a lot of reasons to do this and a lot of stuff to go over. The problems with QuestionPoint or 24/7 include difficulty with the technology working on the home computers, not working very well with dial up access or Macs and creating another layer of complexity to the transaction. It’ll be better to talk to our students using a medium they already know.

  • Noise zone: Apparently the digital natives, next gens and the like are used to studying with noise. They find a quiet atmosphere a bit “Church like” to quote one of our panelists and even “spooky” to quote my digital native daughter. It would be great to implement a CNN feed into our student lounge, or a television in one of our study rooms. I’m not sure what else we can do, but we need to keep this difference in mind.
  • Myspace: It’s not going to be hard at all to create a MySpace identity for Eli M. Oboler. Perhaps he should also have a Facebook account. Certainly he needs an entry on Wikipedia as does our library.
  • Game night or movie night in library? Anyone?
  • Staff photos on web site
  • Sell flash drives
  • Free coffee during finals weekend?

These are just the tip of the proverbial iceberg. It will take weeks to digest and synthesize the contents of this conference. I’m looking forward to what we’ll be doing next.

Jenny

Wednesday, July 12, 2006

Wednesday Morning session - Jenny's two cents

Alane Wilson: "Perceptions of Library Users"

In 2003 OCLC published their big research project findings
2003 Environmental Scan: Pattern Recognition
http://www.oclc.org/reports/escan/

As a result of finding that libraries don't come up in Google when someone searches for books, they created the Open WorldCat project. We need to make sure we optimize library web pages for search engines.

Worth thinking about
Does the future of libraries depend on their ability to meet the needs of users?
1. How do we reach those who don't use our services.
2. How do we determine what will be useful/needed when the users don't know.

After the OCLC Environmental Scan was published people kept asking OCLC if they were going to provide more information. This gave rise to what she called "Son of Scan"
Perceptions of Libraries and Information Resources (2005)
http://www.oclc.org/reports/2005perceptions.htm

Much of her talk was based on the information from this "son of scan" document. Kris has done an amazing job of transcribing the facts, and words of this presentation.

Comments from presentation that I thought were interesting:

* Service and physical environments can be done better

* Nostalgia element is important, strong visceral connection, but that doesn't trade into actual use.

* Librarians provide a good service, but users don’t want to leave their home.

Another OCLC document worth checking (it may be the smallest of the three)
2004 Information Format Trends
http://www.oclc.org/reports/2004format.htm

-- Jenny

Digital Natives Panel - Jenny's two cents

Digital Natives Panel

Kris' has already covered this, extremely well. I just wanted to add a few names and ages along with a few quotes... -- Jenny

Name - age, hobby
Brian –12, football
Kris – 16, music, gameboy
Sam – 17, sports, hanging out
Roy – 17, soccer
Jenna – 14, dancer
Morgan – 12, soccer
Ben – 15, skateboard
Katie – 17, softball
Becky – 16, draw

How do you mostly listen to music?
Ipod, Ipod, Ipod, radio, friend’s Ipod, radio, MP3 player I can’t afford an Ipod

Any of you text message
Ben: 1,000 texts per month anything over he has to pay for
Katie: has unlimited texting and she does it all the time
Becky: texts unlimited +1000 to other networks
Morgan: doesn’t have anything to text with
Jenna: 1,000 text possible and doesn’t do much
Roy: doesn’t have cell phone probably wouldn’t text
Sam: doesn’t text because he’d have to pay for it
Kris: doesn’t have cell phone because of parents
Brian: doesn’t have cell phone because of parents

Instant messaging?
Becky, AIM, and all the rest, uses myspace instead anymore.
Katie: has AOL but doesn’t get on it. In middle school always on. Parent’s limited time
Roy; yahoo, msn & aim, doesn’t have time to be on computer
Morgan; parents won’t allow it
Jenna; have msn & aim, gets on sometimes, till bored
Roy; msn & aim, yeah
Sam; yes
Kris; my parents are against it because of the same reasons as the no myspace
Brian; don’t have any instant messaging he thinks they’re weird, why not just call them. My
sister has it and she has it popping up all the same and 16 people are trying to talk to her when
he uses the computer. Really annoying

What would you change in the library?
· Really hard to work in a group when computer space is too narrow and restrictive
· Flat screen computers, cool looking, nice to tell the library you’re coming in and let them
know what you are researching so they can pull stuff
· Area so you can talk and make noise
· Area for bigger groups to work on projects, round tables
· Faster computers, way to find books easier in the physical library
· Finding a book easier, know subject you’re looking for and nothing comes up
· Easier to find books on your subject
· Internet access on computers, windows 98 is getting pretty slow… upgrade
· New fast computers, fast internet, easier to find books “in the D section”

I think we're going to have to have a true "noisy" area in the library. Something with a CNN feed or music or NPR or something... There's got to be a better way to help them find the books on the shelves. I wonder how/if RFID would interface with cell phones.... Then their cell phone could vibrate when they near the book. :)

Jenny

Tuesday, July 11, 2006

Conference blogging: At first glance....

Too few plugs, no tables... what kind of digital natives are these? I think one of the first changes to conferences should be the addition of tables to conference rooms.

Stephen Abrams will be the opening speaker this evening. His talk is titled: "The Information Tornado". There are a lot of librarians packed into this room. Too few have computers or other electronic devices open for business. I would love to have a raise of hands for who writes blogs, who reads blogs, who uses chat, who uses other social software, who's on facebook or something similar... I'd just love to know how prepared or unprepared this group is. When the conference was first being organized you had to fill out an "application" in order to get in. Allegedly they were being picky about who could come. At least that was the feeling I got from the whole "application" process. I'm not sure that this group is any more technologically literate or advanced than any other sample of librarians in Idaho. On the other hand, this group has shown a real interest just by showing up...

We're being welcomed by Anne Joslin who's going over what they've done before about visioning our future.

And then we're off with Stephen. I highly recommend this guy as a speaker!!! He's dynamic, funny, engaging... I'm delighted to listen to him. He's talking about the information tornado at the rate of speed of a tornado. It's a problem keeping up with the ideas, web sites and information being spewed at us. Check out his blog at: http://stephenslighthouse.sirsi.com

First, there is a real need for Librarian 2.0, those who are able to deal with the dynamic and changing information world. And it is going to happen and the whiny babyboomers who have to double click are going to have to get over it. (His way of putting this concept is much more funny, AND whiney is his word)

We are going to have to deal with just one little change... the Internet. He talks about the changes our predecessors had to deal with. Changes like electricity.

Stephen: The tornado that's coming through our marketplace is huge.

Stephen: We'll have to discard somethings:
There's no place like home
Catalog cards, microforms...
Click your heels together?.
Take our rosy glasses off and see how things have changed

Stephen: If you can't deal with the changes you can always grab that bottle of kaopectate and move to Montana...

Stephen: The question we should be asking is
What's the BEST future?

Stephen: Are we about search? or about content, community, learning.

Stephen: We do really well with How and Why questions.
S: Google does really well with What and When.

In a study on how various groups read or scan information:
S: Boomers eyes move in an A frame (perfect for newspapers)
S: Just younger generation move in an F
S: Digital Natives eyes move in a circle then look in the center

My favorite slide of the entire presentation is a photograph of a sign that he found in Britain:

Changed Priorities Ahead

Another little sign underneath reads:

No stopping at any time

He compared these two ideas to the coming technologically rich future. We have to change our priorities and there's no stopping.

S: Our problems are too complex to be solved alone which is why our social and work networks are so broad and interlaced.

Information
Stephen says are the verb not the noun. I'm not certain I agree with this. Librarians historically are about organizing the jots and tittles of books and scrolls. We are the repositories where learning happens, usually self or school facilitated. Where is our territory? What is the role of a library and librarian versus the role of the professor or teacher? As we move futher into the role of professor and leave the role of organizer what does that mean. Is this really what we should be doing as a profession?

S: Facebook (80% of all college students have one of these accounts)

S: We need to embrace: Portals - personalization, RSS, High density web pages (graphics)...

S: Intuitive is a lie. Intuitive is a learned behavior. For instance you didn't intuit eating with a fork. That's why you start teaching babies to eat with spoons...

I'm beginning to be quite put out about his concentration on boys. Boys do this, boys do that, you get more boys reading this or that. I'm quite frustrated at his boy focus.

S: Searching is not effective with vast amounts of data.

And then he was off on all of the great things that Google is now doing. Not that he thought all of them were great, there are definite threats to the library and to the free information model with the Google Library digitization project. Kinda fun to listen to him talk about everything from Google Local to Google Scholar.

S: Visioning of the future:
Broadband wireless is going to be ubiquitous
Thinking, & problem solving, not factual knowledge will be key
How are we going to handle streaming media? No more dvd's or cd's...

S: As questions become more difficult where will you go for answers?

S: Librarians improve the quality of difficult questions...

S: 6 Specific Areas to Focus on:

  • Intense Cooperation
  • Radical Trust
  • Homework Support
  • Productivity
  • Supporting Edgelessness
  • Seamless Find (OpenURL)
  • Social Spin (data driven)
  • Get beyond lists - visual

Funny how his list of 6 is actually 8. *VBG*

S: When working towards an online project just get something up and functioning. Begin with parts and then add to it. Don't wait till it's perfectly obsolete.

(They're videotaping this speaker, I'm hoping that this will be availble via 'cast.)

Lots and lots of what's new, what's hot, what's out there in Internet land. :) I love this stuff. From the audience response, this is new territory for some. I'm very happy they've brought this guy in to speak. There are so many cool, interesting and great developments coming. I hope we're able to implement some of this in our day to day library world. The questions are how to implement some of this material.

Cool websites that he mentioned in his talk. I only got a fraction of those mentioned...

Podscope, a podcast search engine
http://www.podscope.com/

Microsoft's Window's Live Search: Academic (has full Elsevier database set in it)
http://academic.live.com/

College life, powered by Google
http://services.google.com/university/

Itunes
http://www.apple.com/itunes/

Open content alliance
http://www.opencontentalliance.org/

VBI Virtual Reference Central
http://www.eastern.edu/library_spanish/www/services/chat/vbiintro.shtml

INFOhio educational process...
http://www.infohio.org/

"Normative Data Project for Libraries" website? Go take a look
http://www.libraryndp.info/

Einstein chalkboard
http://www.hetemeel.com/einsteinform.php

43 things website
http://www.43things.com/

Singing Fish searches for audio and video file content
http://search.singingfish.com/sfw/home.jsp

Blinkx tv
http://tv.blinkx.com/

Grokker
http://www.grokker.com/

Second Life
http://secondlife.com/

Next Generation of Library 3.0 -- Croquet
http://www.opencroquet.org/

rss, facebook, pandora, standpoint, flagr, zimbra, suprglu, nya, blogbeat, wink, gOFFICE, tagworld, tailrank zazzle...

Oh my!

I'm hoping the rest of the conference is as good as this speaker...

Jenny