Paradigm Shift: How Mobile and Self-Service Technologies are Transforming Library Service

There is no doubt that the greatest mission a library strives toward is to establish an environment for their patrons where they have the resources to become informed, literate, independent and creative contributors to their community.  Even under the strain of tightening budgets, librarians seek to provide greater access to more and more resources to make this possible.  Many libraries are finding creative ways to free up time, such as by implementing mobile and self-service technologies that encourage library users to help themselves, thereby allowing librarians to be more readily available to answer questions and assist patrons.  These new service paradigms are dramatically changing how patrons envision the library’s role in the community by offering unparalleled access to both familiar and innovative services.

“Make no mistake: mobile devices are revolutionizing library service,” writes Lisa Carlucci Thomas in her article surveying the position of mobile services in 2012.  While libraries and publishers work to resolve their disputes over access to ebooks, one thing is already for certain: ebooks have paved the way for mobile services.  Influenced by the introduction of ereaders and the proliferation of other mobile devices, the ever-growing interest in ebooks can be considered the catalyst responsible for sparking awareness on mobile users and the need for libraries to develop integrated mobile services into existing service infrastructures.  This article sends a clear message that libraries are rising to the challenge, whether by “improving mobile access to databases and ebook content” or addressing other “emerging features and services, such as mobile payment systems (Square, Google Wallet), checkins and gamification (Foursquare, GetGlue, QR codes, SnapTags), social sharing and content curation (Path, Tumblr, Instagram, PicPlz), place-based collections, and augmented reality tours (Scan Jose) built from library digital collections.”

Mobile services are transforming library service because they are helping patrons to become more self-reliant and knowledgeable concerning their own information needs, but what about for those patrons who don’t have access to their own mobile devices?  In his article on current developments in self-service technologies, Matt Enis observes the possibilities for a library where patrons use innovative terminals and hi-tech kiosks to do everything from browsing and downloading ebooks on various mobile devices they themselves check out and return, to simplifying and expediting a laundry list of community-related errands, such as the need to “buy a bus pass, register to vote, schedule a tee time at a local public golf course, or pay local taxes, bills, and traffic tickets.”  These technologies allow the library to bridge the gap between knowledge center and community center by “offer[ing] services beyond circulating materials and offering access to computers,” and releasing librarians from timely circulation tasks so they can focus “more on people and less on things.” 

As libraries move to provide more resources and services to patrons, these technologies will become a necessity. Libraries looking to establish mobile or self-service technologies should first evaluate the needs of their community and determine how these services fit in with the goals of the library.  Once established, marketing campaigns can work to increase awareness of new services.  And as new services make more time available to assist patrons, library staff can lead educational initiatives to help bring less confident patrons up to speed.  With these services, libraries are rapidly evolving to meet concurrent shifts in patron needs.

Questions to think about:

1. What are the new skills that librarians are going to need to learn as their traditional tasks become obsolete?
2. What are the different areas of focus that could arise as librarians spend less time on those traditional tasks and more time addressing the needs of individual patrons?
3. What is the best way to make patrons aware of new services and to understand how to use emerging technologies?

Enis, Matt. (2012). Helping users help themselves with self-service technologies. Library Journal. Retrieved 

from http://www.thedigitalshift.com/2012/09/hardware-2/helping-users-help-themselves-with-self-service-technologies-product-watch/

Thomas, Lisa Carlucci. (2012). The State of Mobile in Libraries 2012. Library Journal. Retrieved from http://www.thedigitalshift.com/2012/02/mobile/the-state-of-mobile-in-libraries-2012/

Check out the WSU Libraries Mobile app to see how librarians here at Wayne State are addressing the needs of mobile users.

Serving Future Patrons Creatively

Libraries are looking for new ways to serve and intrigue their patrons. With the continual growth of technology and the impact of digitization at work in libraries, it is easy to predict that libraries will become merely community centers or technology labs. However, one new creative approach that libraries can consider is establishing access for creative development. Instead of remaining only as centers that provide access to information, libraries must develop new information, new inventions, and new content. Libraries can become “the place to go when [patrons] want to publish their own ebook, create and edit their latest song or video, or even design and print out plastic tools, toys, and prototypes.” Ways to begin this transition could begin simply by purchasing Apple computers that come pre-loaded with photo, music, and video editing software, or by providing photography or music classes.

Although it can be argued that by moving in this direction, libraries are actually becoming more like community centers, it is more likely that as patrons take advantage of these new resources that they will discover the full services and information access that the library provides. The article discusses that “libraries should begin considering potential new ways to generate their own content.” Several ways that this could happen are by offering scheduled meetings with librarians so that authors can get assistance in research and editing. Also, libraries can research ways to help authors print their materials at affordable rates (such as the Espresso Book Machine --http://www.nytimes.com/2012/06/12/technology/12iht-ebooks12.html). Finally, by adding self-published content to the library collection, the library not only builds a stronger clientele, but also a unique collection that reflects the community.

As libraries continue to explore creative new options, they could consider providing darkroom access to photographers, studio spaces for artists, specialized computer labs for inventors, or merely develop groups for these specialists to come and work together. This new movement will change libraries from being providers of information, to institutions who create the information that they provide.

Here is the link to the article: To Remain Relevant, Libraries Should Help Patrons Create