OCLC Online Computer Library Center
Exceeding User Expectations
of Libraries
January 20, 2007
Doug Loynes
Director, Content Initiatives
OCLC, Online Computer Library Center
[email protected]
OCLC Online Computer Library Center
Outline
2

User expectations

OCLC’s mission and approach

Things we’re doing today

What’s coming up
OCLC Online Computer Library Center
User expectations

Collections

Services

Experience
www.oclc.org/reports/2005perceptions.htm
3
OCLC Online Computer Library Center
Collections – themes
4

Books, books, books

Lots of copies

New titles

Broad selection
OCLC Online Computer Library Center
Services – themes
5

Self-service

Professional assistance

Marketing
OCLC Online Computer Library Center
Collections – quotes
“My library needs to expand its horizons and add more
books that appeal to more people.”
“Replace outdated scientific and technical books.”
“People go to the library for . . . intellectual resources.”
“When there is a new book out, try to get it fast and get
plenty of copies [or else I’ll] forget about it and lose
interest.”
6
OCLC Online Computer Library Center
Services – quotes
“Make it easier to find the information by yourself.”
“Automatic check-out.”
“Assistance should be more readily available.”
“There is always someone there to help when it’s needed.”
7
OCLC Online Computer Library Center
Services – quotes
“Let people know what you can provide.”
“Advertise on the T.V. or have ads on the Internet. I
think some people are a bit busy and forget about
libraries. So if you remind people by doing this, then
you will get more people in.”
8
OCLC Online Computer Library Center
Experience – themes
9

Modernize

Inviting atmosphere

Support end user lifestyles
OCLC Online Computer Library Center
Experience – quotes
“Be more hip.”
“Better lighting.”
“Replace the furniture.”
“Provide a more homey atmosphere.”
“[Stay modern] without losing [your] charm.”
“Realize people’s time is as valuable as yours.”
10
OCLC Online Computer Library Center
Experience – quotes
“Keep smiling.”
“Hire more cheerful workers (honestly, it seems as if
they’re just waiting for five o’clock to roll around so they
can go home and kill themselves).”
11
OCLC Online Computer Library Center
OCLC exists to further access to the world's information and
reduce library costs by offering services for libraries and their
users.
12
OCLC Online Computer Library Center
How
13

Make it sticky

Library “capacity”

Partner, partner, partner
OCLC Online Computer Library Center
Make it sticky
14

Self-service

Easy navigation

Search globally, act locally
OCLC Online Computer Library Center
Library capacity
15

Collections

Services

Community, Place, Expertise
OCLC Online Computer Library Center
Partner
16

Syndication programs

Self-service partners

Network interfaces
OCLC Online Computer Library Center
New partnerships
17
Via Google Book Search
Via Google Book Search
Via Google Book Search
Via Live Academic Search
Via Live Academic Search
Via Live Academic Search
OCLC Online Computer Library Center
WorldCat search traffic
Millions
120
100
80
Open WorldCat
Group Catalog
60
WorldCat on FS
40
20
0
FY03
24
FY04
FY05
FY06
WorldCat.org
WorldCat.org
WorldCat.org
WorldCat.org
OCLC Online Computer Library Center
WorldCat.org – traffic
Month over month
Referrals
In millions
12,000,000
2005
2006
10
10,000,000
8,000,000
6
6,000,000
4,000,000
2
2,000,000
0
Jul
29
Aug
Sep
Oct
Nov
Dec
OCLC Online Computer Library Center
Clicks to library services
600000
500000
400000
300000
200000
30
Oct '06
Sep '06
Aug '06
Jul '06
Jun '06
May '06
Apr '06
Mar '06
Feb '06
0
Jan '06
100000
OCLC Online Computer Library Center
WorldCat.org – traffic
Monthly
% increase
Volume
YTD
Total referrals
10M
76%
Click throughs to libraries
550K
183%
(FY07 vs. FY06)
31
WorldCat.org – Linking to libraries
Before
WorldCat.org – Linking to libraries
Now
OCLC Online Computer Library Center
WorldCat.org
Firefox
Google
Yahoo!
34
OCLC Online Computer Library Center
Subject: Napoleonic Wars
Author: Stephen King
Title: The Old Man and the Sea
35
OCLC Online Computer Library Center
What we’re doing today –
WorldCat.org demo
36

Browsing titles

FRBR

Relevancy ranking

Multilingual interfaces

Requesting materials
OCLC Online Computer Library Center
What’s coming up: community
37

Personal customization

Citation and bibliography management

Ratings, reviews, recommendations

Tagging and personal cataloging
OCLC Online Computer Library Center
Collections – quotes
“Until this survey, I didn’t realize that a library might
have music, movies and audiobooks to borrow.”
39
OCLC Online Computer Library Center
WorldCat.org – Beyond the book
FirstSearch Base Package content indexed in WorldCat.org
ArticleFirst, ERIC, GPO, Medline
Resolution to full text from WorldCat.org
Links to full text for free materials
Full text on OCLC (ECO, WilsonSelect) as authenticated
Full text hosted outside OCLC, via local resolver
40
OCLC Online Computer Library Center
Other
42

Institution search

Expertise search
OCLC Online Computer Library Center
Summing up – users
43

Equate libraries with books

Value library services – that they know about

Start elsewhere online for information

Expect friendly customer service
OCLC Online Computer Library Center
Summing up – WorldCat.org
44

Reaching users where they are online

Representing libraries, their collections & services

Engaging end user services

Build the library brand
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WorldCat 2.0 Business Case status