Using Needs Assessment to Determine Library Services for Distance Learning Programs

ABSTRACT

This article provides guidance in using the needs assessment process as a planning tool specifically for library services supporting distance learning programs. The first section covers pre-assessment planning activities, which include defining the specific purpose or purposes of the assessment, assigning responsibility for various aspects of the project, establishing time frames, and defining target groups. The section related to conducting the assessment itself discusses, along with other issues, selecting data collection tools and constructing questions. Promotion of the assessment and methods of encouraging participation are also considered. Since Interlibrary Loan and Document Delivery personnel are an integral part of library services, they may be called upon to support distance learning programs. Thus, topics discussed in this article will be applicable to their situations.     

A Systematic Approach to Assessing the Needs of Distance Faculty

Abstract

Beginning in the 1990s, various academic units within our health sciences institution moved aggressively toward providing courses and programs via distance education. Without a centralized campus distance education office, distance library services from our campus evolved sporadically in response to individual needs. In 2001, the library hired its first distance services librarian, whose primary responsibility was to develop a written distance library services plan. In accordance with the ACRL Guidelines for Distance Learning Library Services, the library determined that the formulation of an effective plan required a formal needs assessment of the faculty providing distance education. In this paper, we will discuss the process for developing this needs assessment, based on focus groups and a written survey instrument. We will also address some of the challenges we faced with this approach. Preliminary data identified copyright clearance and lack of awareness regarding library services as the major barriers to distance faculty seeking course support from the library.     

Planning for Distance Learning

Abstract

The article examines the role that student support services plays in planning a distance learning program, especially the services offered by a university library. The content of the paper is based on the experience the author acquired as a member of Texas Tech University's Distance Learning Council. The Council's efforts to plan a program that will include strong support from the Library are discussed.     

Building Brand Love and Gaining the Advocacy You Crave by Communicating Your Library's Value

ABSTRACT

Five years ago the Association of College and Research Libraries published “The Value of Academic Libraries” report, spurring academic libraries to action concerning assessment. Communicating library value is especially important when reaching distance learning populations outside the walls of the library. By employing marketing and branding strategies combined with the library's inherent characteristic of compassionate service, the library can use its powers for good to communicate value and gain advocacy for the library. This article discusses one distance learning librarian's experience building campus partnerships by assessing library services, and using assessment to build advocacy for the library within the institutional distance learning community.     

Creating a Logo to Market Distance Learning Services

ABSTRACT

With distance education rapidly expanding at many institutions, the successful promotion of services designed for distance learning faculty, staff, and students is essential since most of the students will never visit the library building.

While many libraries have created a logo for their main web page that is also used on publications and handouts, an evaluation of distance learning sites and portals reveals that few libraries use a logo specific for distance learning. Creating a brand identity is a marketing element underutilized in promoting distance learning library services.

In the fall of 2004, it was determined that a distance learning specific logo would help to better promote services. The logo is used on all the library's distance learning sites as well as publications including brochures, bookmarks, and presentations. The goal is to create a unique “brand” to unify all of the library's distance learning materials.

This poster session focuses on the history of the design and selection of the logo. During the creation process, several images were considered as logos. The poster describes the reasons for selecting one design over others, and includes tips for the institutional approval process.

This poster demonstrates the uses of the distance learning logo to brand presentations, publications, and Web pages to successfully increase use of distance learning services, and create a name for the services.     

Aligning Assessment to Organizational Performance in Distance Education Service Delivery

ABSTRACT

This article seeks to provide an understanding of the issues in and possible steps of aligning the library's assessment processes to distance education service delivery. Through a review of the literature and current practices, the researcher sought to identify the need and value of aligned performance assessment processes for libraries, the primary contributing alignment factors affecting the library assessment process, and potential benefits of improved alignment of the assessment process for libraries in aligning assessment to the distance education services provided to customers. The results of the review suggest that libraries can improve the reporting and value of their assessment processes by improving the alignment of their assessment processes to distance education service delivery in 2 ways: internally through the use of consistent and innovative processes, metrics, and culture within the library and externally by embracing the alignment factors and available technologies of the library's service environment. The library must progressively elevate the alignment of the library's assessment processes from the traditional internal nonalignment of assessment to the total internally–externally integrated aligned assessment. This article concludes with a conceptual model of aligning library performance assessment to distance education service delivery for the effective reporting of library value and performance to stakeholders.     

Collaboration: The Key to Unlocking the Dilemma of Distance Reference Services

SUMMARY

Distant education offerings are growing at a phenomenal rate for academic institutions, creating new groups of library users that are remote from the main campus with unique library and research needs. Recent studies examining the needs of this unique and growing population note that reference and research assistance are key services needed. Many institutions have appointed or hired distance education librarians to help provide services to distant learners. They are often, however, one-person operations that function more as coordinators rather than full-service providers. Since the coordinator cannot provide all of the reference services alone, the key to providing these services for distant education students is to create and sustain good working relationships both in the library and with external entities. Offerings to distance students include phone reference and accessibility to online resources, plus virtual reference and often 24/7 services. This article will examine issues and experiences in bringing together different groups to provide reference services to distant learning communities. It will also describe key relationships necessary for keeping distance reference services at an optimal level.     

The University Library's Role in Planning a Successful Distance Learning Program

Summary

This article examines the role a university library plays in planning the student support services that are so crucial to a successful distance learning program. The content of the paper is based on the experience the author acquired as a member of Texas Tech University's Distance Learning Council. The Council's efforts to plan, prioritize, and develop a distance learning program that will include strong support from the Library are emphasized. The work of the Distance Learning Council and its committees is discussed when it relates to the TTU Library's contribution to the program.     

Budget Planning and Performance Measures for Virtual Reference Services

Abstract

The Tampa-Hillsborough County Public Library, as a county government agency, is required to follow a specific budget planning process in order to obtain funding for library programs and services. One tool of this planning process-the “decision unit”-requires advanced planning and continued evaluation of potential and existing library services. Prior to receiving funds for any new service, performance measures must be established in order to measure the success of the service in relation to the public money invested. This article will look at the evaluation process built into the funding of the library's participation in a statewide virtual reference service and the implications for continuation and/or expansion of this service based on continued assessment.     

Strategic Planning for Distance Learning in Legal Education

SUMMARY

Distance learning technologies will be used increasingly by law schools both to enhance learning within their existing residential programs and to reach new audiences. For law librarians, the questions involved in serving distance learners are a subset of the questions about the future of the law library that arise from changes in the legal information environment. This article discusses current distance learning alternatives for law schools, and the impacts of distance learning and other technological innovations on the future role of the academic law library in legal education.     

The Role of Libraries in Web-Based Distance Education

Abstract

Even though distance education has a long and diverse history, dating back to 1840, in the last ten-to-fifteen years it has been completely transformed by the emergence of Web-based technology. This technology has had an enormous impact on all aspects of distance education (or distance learning as it is increasingly called). In addition to palpable changes in the teaching and learning processes, library and other support services are also being challenged by change. This paper will provide a brief account and analysis of the impact of Web technology on distance education, as well as its impact on the role of library services for distance learners.     

Providing Library Services to Distance Education Students

Abstract

This article documents the development of library services to distance education students in conjunction with the growth of online distance education courses at the University of Scranton. Personal computers and the development of the Internet have had a significant impact on the delivery of library services to patrons and have given academic libraries the ability to provide distance education students with library services and resources equivalent to those provided for campus students.     

Communication,Collaboration, and Enhancing the Learning Experience: Developing a Collaborative Virtual Enquiry Service in University Libraries in the North of England

ABSTRACT

This article uses the case study of developing a collaborative “out-of-hours” virtual enquiry service by members of the Northern Collaboration Group of academic libraries in the north of England to explore the importance of communication and collaboration between academic library services in enhancing student learning. Set within the context of a rapidly changing UK higher education sector the article considers the benefits and challenges of collaboration and the contribution of library services to the student experience. The project demonstrated clear benefits to student learning and evidence of value for money to individual institutions as well as showing commitment to national shared services agendas. Effective communication with students, with colleagues and stakeholders in our own and other Northern Collaboration member institutions, and with OCLC, our partner organization, was a critical success factor in the development, promotion, and uptake of the new service.     

Purpose-driven Assessment of Cataloging and Metadata Services: Transforming Broken Links into Linked Data

Abstract

In response to the impact of emerging technologies, this article examines the relationship between strategic planning and the assessment methodologies of cataloging and metadata services and explores (or “suggests” if appropriate) how to assess cataloging and metadata activities more effectively and relevantly. Besides literature review, the author conducted surveys for more than seventy librarians and follow-up interviews with three library administrators. The results indicate the gap between strategic planning and assessment for cataloging and metadata services, and identify the significance of impact and users’ needs in strategic planning for the assessment of cataloging and metadata services. These elements are critical in transforming the broken links in the current cataloging assessment into a purpose-driven assessment corresponding to users’ needs and evolving technologies.     

X marks the spot: Creating and managing a single service point to improve customer service and maximize resources

ABSTRACT

This article will describe how merging service points in an academic library is an opportunity to improve customer service and utilize staffing resources more efficiently. Combining service points provides libraries with the ability to create a more positive library experience for patrons by minimizing the ping-pong effect for assistance. The Access Services Department at the University of North Texas Libraries was charged with management of the circulation and reference services offered at the service desk. Streamlined planning and modernized management of the desk and its impact on customer service in a changing library environment will be discussed.     

Matters of scale: small-scale intensive outreach to graduate students

Abstract

As an alternative to large-scale outreach events, three public services librarians created a series of small-scale outreach events aimed at educating graduate students about library services and increasing positive perceptions of the library. The librarians ran five events with a 2:1 student-to-librarian ratio, and one event with a 13:1 student-to-librarian ratio. Using pre- and post-event surveys, the librarians evaluated student knowledge and perceptions of library services. Events of both sizes indicated that graduate students valued the outreach events and perceived increased comfort with the library following the events. However, the events with 2:1 ratios resulted in higher perceived comfort levels and more interest in scheduling follow-up appointments with librarians than the 13:1 ratio event. The researchers of this case study conclude that small-scale events have positive benefits for graduate students and that outreach assessment can be used to justify the increased time and cost commitments that are necessary for small-scale outreach events.     

We Cannot See Them,But They Are There

Abstract

Distance learners are a unique target-population for the marketing of library services and resources. Because these patrons do not visit the library often, if at all, it is crucial to actively promote the library resources and services available to them. Marketing strategies for distance learning library services need to take a multifaceted approach to reach distance learners in as many ways as possible, and collaboration with various groups and departments on campus is an important part of the process. Promotion of distance library services can take advantage of high-tech options, but it should also work in the realm of “traditional” publicity as well.     

Grading Ourselves

Abstract

While the need for a plan to evaluate distance library services is clear, the means by which this work should be done is less obvious. Faced with a variety of measurement tools, it can be difficult to decide not only what to evaluate but also how to do it. With the goal of providing information on how to develop appropriate assessment instruments to document performance and service quality, this paper gives an overview of the assessment movement. As a lens through which librarians, administrators, accrediting bodies and other stakeholders might view the effectiveness and value of distance library services, the Distance Learning Library Services (DLS) Guidelines serve as a framework that can be used to build an assessment strategy, as well as a gateway to other measurement tools and accreditation standards.     

They Give Credit for That? Accreditation,Assessment, and Distance Learning Library Services

Abstract

For institutions of higher education, accreditation and re-accreditation are facts of academic life. Since accreditation standards now include distance education and related support services, librarians and library administrators involved with distance learners and distance education programs need to know the published guidelines and methods for demonstrating that standards are being met. This article discusses ways to become familiar with relevant accreditation standards; it highlights a study of assessment by Bonnie Gratch-Lindauer, and it reviews pertinent items from the ACRL Guidelines for Distance Learning Library Services. It also notes practices suggested in the Guidelines, especially those related to assessment and evaluation, which provide methods and data that can be used to document how specific standards are met.     

The Impact of the Web on User Education at the Science,Industry and Business Library (SIBL) of The New York Public Library

Abstract

Like many other libraries, the Science, Industry and Business Library (SIBL) of The New York Public Library instructs customers in using the Web. In addition, the library is using the Web to further educate and assist its customers. SIBL provides Web access to its catalogs, a Web menu for the selection of electronic databases, Web guides for doing research in various subjects, and Web-accessible instructional materials. The library is also planning Web-based tutorials for its site which will reach a new, remote audience. Remote access to learning opportunities will enhance and extend traditional library services.