Developing a strategy for mobileservice delivery

Karen Stevensonon behalf of Mobile Technology Group,

University of Glasgow Library

University Library

• 2.5 million books and journals

• 40,000 e-journals• 600,000 e-books• 800 student PCs• Wi-Fi throughout (?)

Getting started with mobile

• June 2010 – broad level investigation

• Research literature• Devices & costs• Mobile Technology Group• Library Management

approval

Early decisions

• Not apps (for now)• Catalogue search• Renew books• Need devices to test• Regular surveys

Strategy emerges

• Dec 2010• 10 strands• Project plan• Phased implementation• Potential barriers

10 strands

• Library search• QR codes• Instant enquiry messaging• Mobile e-book• SMS library notices

• Bluetooth• Infrastructure• Live Lab• User Education• Promotion and evaluation

Library survey: March 2011

• 358 respondents• 39% aged 20-23• 55% undergraduates• 22% postgraduates• 21% staff

• 32% iPhone• 30% Android • 13% Blackberry• 12% iPod Touch• 4% iPad or other tablet

Survey: What do you use the internet access on your mobile device to do?

Answer options Responses

E-mail 79.0%

Facebook / Twitter 74.7%

Browse internet 72.4%

Get directions / maps 65.1%

Watch videos 37.8%

Instant Messaging 34.9%

Download/read e-books 22.7%

Don’t use internet access 12.5%

Survey: What Library services do you currently use on your mobile device?

Answer options Responses

I didn’t know you could! 58.7%

Search for books etc 29.4%

Renew books 19.5%

Check Library opening hours 19.5%

Check account for fines 12.5%

Watch Library videos 2.6%

Survey: What other Library services would you like to access on your mobile device?

Answer options Responses

Search for articles 59.3%

Check out books 56.3%

Read e-books 50.9%

Contact Library staff/get research help

21.3%

Wouldn’t use Library services 12.9%

Mobile catalogue July 2011

• AirPAC (LMS supplier: Innovative Interfaces)

• Searching/requesting• Library Account• Renewals/fines• Key Library information

Search results/full record

My Account: renewals, fines

Adoption of QR codes

• Catalogue records• New book reservations• Contact details• Library leaflets• Physical locations (Later

phase?)

Library Infrastructure

• Not complete WiFi or 3G coverage

• University VPN required• But not available to

Android phones• Mobile phone policy• Bluetooth considerations

(Phase 2)

Library Infrastructure improving

• Consultation with IT Services• Eduroam recommended over VPN• Extended wifi coverage• Device advice!

http://www.eduroam.org/

Instant messaging

• Open source• Used at other libraries• Trial April – May• Rethink communications• SMS notices, enquiries?

(Phase 2)

Academic e-books

• Selected sample of providers

• Functional worksheets• Tested devices• DRM & authentication• ‘Suppliers/aggregators

need to do better’

User education (Digital Media Skills)

In the future, we must be able to teach users about how to access information from their mobile devices and show them how to organise and use effectively that information for coursework and research.

(University of Glasgow Library Mobile Strategy, 2011)

The ‘Live Lab’

• For Library staff• Variety of devices• Familiarity & engagement • Application to current

operational processes?

Promotion and evaluation

• Mobile marketing group• Freshers Fair, Roadshows• Blog, twitter, Facebook• Visual displays• More surveys

Library Survey: Nov-Dec 2011

• In progress – actively promoting!• 5% change to Android from iPhone• Email, Internet, Facebook still top activity list• Improvements to wireless access but more needed

Current survey : What Library services do you currently use on your mobile device?

Answer options Responses

I didn’t know you could! 47.0% (-11.7%)

Search for books etc 39.6% (+10.2%)

Check account for fines 26.9% (+14.4%)

Renew books 26.1% (+6.6%)

Check Library opening hours 15.7% (-3.8%)

Watch Library videos 1.5% (-1.1%)

Current survey: some comments

• Good that there is this possibility of having access through phone.

• There are too many users and not enough PCs [on campus]. Any step to encourage people to use their own devices is surely a good one.

• I can afford a Smartphone/iPhone/Blackberry hence why I can't/don't/won't use it for Library access

Phase 2: selected list

• Mobile friendly web pages• E-resources (not just e-books)• QR codes in physical locations• Digital media skills• Use of mobile devices to improve library workflows

Thank you!

Karen Stevensonkaren.stevenson@glasgow.ac.uk

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