Employing Library 2.0 for Customer Service

1. Managing Value-added Services in Today's Academic Library By John Michael Potter 10.31.07

2. Value-Added Services = “Library 2.0” “ The new element that Library 2.0 brings to our libraries is a shift in power balance—between us, our users, suppliers, software vendors, non-users”. -Kathryn Greenhill (2007)

5. Value-Added Reference Virtual reference isn’t just about the question but is tied to the full range of the user experience—an environment in which all of the Library 2.0 tools are served up in an integrated way in the service of the end user…

7. Wiki Sample

10. Meebo (IM)

11. Value-Added Instruction by treating patrons as peers and interacting with them on their turf, librarians can be perceived as genuine allies

13. Bloglines

14. Mashups: GoogleMaps/Train Schedule

16. The Second Life Library:

18. Value-Added Access “ Libraries must disconnect services from being locked away in proprietary silos… Otherwise, students will bypass processes and institutions they perceive to be slow, unresponsive, and irrelevant...” -Jenny Levine (2006)

22. Tagging

24. Implementation “ Currently libraries have a tendency to plan, implement, and forget.” -Michael Casey (2006)

29. Marketing “ ..telling people to come to the library is different from telling them to consult a well-educated librarian” -J.K.Shokane (2002)

32. Conclusion What is the alternative to learning new skills and changing? That would be marginalization and obsolescence.