SELF-SERVICE IN ACADEMIC LIBRARIES Group Six -

ORIGIN AND PURPOSE

Libraries are facing a number of challenges in the 21st century. Information is available electronically via the Internet and researchers are not turning to libraries as their destination for information. In the struggle to remain relevant libraries need to adapt to their users changing expectations and focus on core concepts that will provide value. Excellent customer service is essential in this environment. Patrons will not utilize the library if their information needs are not met in a pleasant and helpful manner. According to Balas (2008), As practicing librarians, we all strive to provide the best possible service. While this has always been important, it is now essential to ensure the survival of the library in this age of readily available Internet access (p. 36). Libraries must continue to adapt to their environment and offer new services that will provide value for their patrons. Todays information seekers are increasingly independent. Self-service has become common in a number of businesses today such as gas stations, supermarkets, and even video rental kiosks. The Internet is a self-service environment and people have become comfortable searching for information on their own rather than relying on a librarian to aid them. Libraries may be able to use the current self-serve environment to their advantage as librarian training has always been based around teaching people how to find information on their own. According to Dempsey (2010), Libraries are clearly no exception, and, in fact, with their card catalog past, they may well have been in the vanguard in enabling customers to find what they want on their own (p. 24). Whats changed is that libraries may need to start teaching their users through means other than librarians. Teaching users basic tasks can be accomplished through a number of self-service options and libraries are in a perfect position to take advantage of that. Libraries have already begun offering self-service resources such as RFID, self-check machines, and online library account access and fee payment. Self-check machines in particular have been successfully adopted by a large number of libraries and have empowered patrons by providing a convenient alternative for checking out materials. Whitney & Garretts (2008) article summarized the following with regards to their self-check installation: Would we travel down the same road again, even with all the challenges we faced? The answer is yes. Overall, our staff agrees that self-check has become an integral part of our library services and contributes to having more efficient and better quality information desk service. (p. 47) All of these self-service options streamline repetitive tasks which allow library staff to concentrate on helping people with research and providing the best possible customer service. According to Butter (2008), Staff and library users are able to interact with library materials in ways that enhance efficiency and reduce repetitive handling of materials (p. 198). When librarians are able to focus on research and customer service they add value to a patrons library experience unlike when they spend the majority of their time involved in repetitive rudimentary tasks.

CONSTRUCT, CONCEPTS AND INDICATORS

Construct:
Self-Service Academic Libraries

Concepts:
user-centered service design successful outcomes adaptability attitude implementation 24/7 service access choice accommodation independence accessibility

Indicators:
Website Frequently Asked Question page, Help page, Online User Accounts, Online Library Card Registration, Online Payment System (Fees/Fines), LIBGuides, Forms Submitted Online, User Feedback Solicited Online OPAC Resource/Item Availability Feature, E-Books, Online Book Reserve System, Help Guide Self Check-out Machines Instructions, User-friendly, Accessible Locations GIL EXPRESS (ILL System) Online Electronic Databases Information Literacy Available, Electronic Delivery of Articles Not Full Text Other Self-Service Copy and Printing, Self-Return (Drop Boxes)

METHODS
Self-service in academic libraries was the focus of our project. To gather data for this project, each member of our group planned a visit to an academic library nearby, or at their workplace. Prior to our visits, we devised a self-service indicator checklist (See Appendix A) to accompany our observations in the field. We would be looking for evidence that self-service products were present and for features that facilitated their use. The primary indicators chosen to help us identify the self-service academic library included:

OPAC with self-service features o Item availability o Online book reserve o Access to e-books

Self-Checkout machines o Accessible location o User-friendly o Instructions present Interlibrary Loan system (GIL Express, Iliad) o Create and submit requests online Online electronic databases o Information literacy tutorials/aids available Dedicated website with self-service features o Online user accounts o LibGuides o User feedback option o FAQs/Help Pages o Online form submission (course reserves, Book a Library Instruction Session, reserve a study room) o Online payment system for fines/fees o Online library card registration Other o 24/7 self-return drop-boxes for library materials o Self-service printing and/or copying

Several of us also set up interviews with key staff. Cynthia Holmberg visited Kennesaw State Universitys Sturgis Library on September 1, 2011, at 11:30 a.m. During her visit, she obtained a guest login to connect to the librarys wireless network and access its electronic databases. On September 9, 2011, she interviewed the Library Director, Betty Childres, about the librarys plans to add self-checkout machines. MacKenzie Haring visited the University of Georgia Library on September 1, 2011, at 5:15 p.m. After her visit, she used the UGA Library Live Chat feature to ask a reference librarian about the possibility of selfcheckout machines in UGAs future. She was referred to library administration, and followed up with an e-mail to the University Librarian on September 20, 2011. Holly Heitman visited Georgia Gwinnett College Library on September 6, 2011, at 12:00 p.m., where she observed two self-checkout machines in action. She had a brief interview with the Head of Research Services, Patti Lee, about self-service aspects of electronic databases and LibGuides. She interviewed the Head of Access Services, Catherine Downey, on September 9, 2011 (via e-mail), about her views on the use of the self-checkout machines, GIL Express, and the GIL Library Account self-service features. Khyle Hannan visited the Georgia State University Library on September 9, 2011, at 2 p.m. He utilized the self-checkout machine to charge a book, asked a question on chat reference, explored the OPAC looking for material and spoke with library circulation staff regarding the availability of online fine payment in the near future. In addition to library visits, observations, and interviews, each project member participated in an evaluation of the website of their chosen library. Then the four members of the group paired up and evaluated another members library website for indicators of self-service. This process provided an alternative perspective to enhance the evaluation data.

CONCLUSION
With todays focus on instant gratification, self-service products will only become more commonplace in academic libraries. The libraries featured in this study are moving in the right direction, but still have progress to make. For example, Kennesaw State University and the University of Georgia lack selfcheckout machines, which are becoming more prevalent in both academic and public libraries. The major obstacle preventing widespread implementation of this self-service product is cost. While KSU has plans to purchase self-checkout machines next year, UGA has looked into them but could not justify the cost. Perhaps if students and faculty articulated a desire for this product, UGA would reconsider. When it comes to self-service aspects on the web, our libraries really shine. They all have online patron accounts, which allow patrons to view checkouts and due dates. Our libraries also all have a variety of LibGuides and forms that can be submitted online; this self-service aspect is very useful for patrons who wish to request materials through ILL and GIL Express. Because all of our libraries are institutions in the University System of Georgia, they share an integrated library automation system (GIL), which serves as an extension of GALILEO. The self-service features of GIL are familiar and consistent throughout the system, which adds to their value. OPAC self-service aspects at our libraries were also well implemented in many areas, including: resource/item availability, E-books, book reserves, and help guides on how to use the OPAC effectively. Tutorials are also available for using electronic databases. Though some of our libraries may fall short in tangible self-service products, they excel at providing selfservice options via their websites. Because students are so used to finding anything they need online in an instant, it makes sense that academic libraries would make so many services available online, from renewing books to learning how best to use electronic databases.

REFERENCES

Balas, J. L. (2008). Self-Check: it's all about the service. Computers in Libraries, 28(2), 36. Retrieved from EBSCOhost. Butters, A. (2008). RFID in Academic Libraries: exploring the barriers to implementation. Australian Academic & Research Libraries, 39(3), 198-206. Retrieved from EBSCOhost. Dempsey, B. (2010). Do-It-Yourself-Libraries. Library Journal, 135(12), 24-28. Retrieved from EBSCOhost. Whitney, A., & Garrett, A. (2008). Down the self-check road. Computers in Libraries. 28(2), 6-67. Retrieved from EBSCOhost.

Appendix A INDICATORS
Website Self-service aspects: Frequently Asked Questions (FAQ)

Georgia State
Comments Khyle No

Georgia Gwinnett
Comments No

Kennesaw State
Comments No

University of GA
Comments No FAQ, but there is a helpful "popular links" section Yes: Website search box, research help, services drop-down menu, about us DDM, etc. no specific help pages for general questions.

Help Pages

No specific help pages. There is a tab labeled "How Do I...? which works similarly, to faq/help, providing a collection of links that patrons will use regularly.

Few pages specifically designated as "Help" pages. Associated topics are grouped together to help guide users to relevant information.

Online User/Patron Account (view checkouts, due dates) Online library card registration

Yes No

Yes No. Students loaded via Banner; faculty, staff, and others must come to library. No Yes, available under "Research Guides." Can search by several categories, such as featured, recent, subject, or by tag.

Help is available through search box interface on Ask Us tab and How can I on tool bar, lots of info here on all library services, i,e how to print from your laptop, Yes No

Yes No. Students and faculty already registered; alumni and guests must come into library. No Yes, available from "research help" drop down menu. Includes subject guides on a variety of topics.

Online payment system for fees/fines LibGuides

No Yes, available under the "Search & Find" tab, and labeled "Research Guides."

No Yes, access through Research Guide tab, drop down lists guides by subject

Course reserves handled through website

Yes. Faculty can submit course reserves via the website, students can access physical reserves via the OPAC and electronic reserves online via the ERes system course page.

RefWorks available for use online

No. The library/campus supports Zotero and End Note citation managers.

Yes. Faculty can submit information for course reserve via web form. Students must search course reserves and access ereserves via OPAC. No

Yes, students can access online reserves through the OPAC, need student ID #, course name, course #, and instructor name.

Yes, link in "popular links" section

Forms that can be submitted online

Yes. Inter-library loan, Gil Express, Course reserves are available for online submission.

User Feedback solicted online

Yes. There is an online feedback solicitation form. It is displayed on the homepage linked to a large graphic of a library staff member helping a patron.

Yes. Links are provided to GIL Express, and web forms for ILL, course reserve, library instruction room reservation, and Ask a Librarian. Yes. User comments and poll features embedded in some LibGuides. GIL-Find has user feedback feature. No feedback feature on library homepage.

Yes, Zoltero, Noodle Bib Express, Easy Bib and Bibme for citing under 50 sources. RefWorks available for more extensive research. Available on and off campus. Yes, new material requests, ILL and GIL Express, Course reserves all done on line. No forms are available for printing and submitting by paper. Yes, Website feedback link on bottom right-hand side of home page. Feedback link also available in OPAC.

Yes, available from "research help" drop down menu and through Popular links on the home page.

Yes, a large variety available under "popular links" section under "forms."

Yes, "send us your comments about this site" link on homepage.

OPAC self-service elements:

Resource/item availability feature

Yes, checked out, not checked out, renewed, missing, lost, in process, discharged.

E-Books available (how many?)

Yes, via Net Library,

Book reserves handled online

Yes, Gil Express, ILL

Yes: checked out, not checked out, renewed, missing, lost, in process, etc. Yes, via EBSCO, GALE, and Oxford Reference Online Libraries. Yes: GIL Express.

Yes, checked out, not checked out, renewed, missing lost in process, discharged. Yes, Over 10,0000 EBooks available through EBSCO Electronic reserves are accessible through the GIL catalog. Student ID, Course name, course number and instructor name is needed to gain access. Instructions are available through the website. Search Tips included in GIL Find catalog interface. No tips in Classic catalog.

Yes: checked out, renewed, lost, or temporarily shelved at repository. Yes.

Yes, directions same as KSU.

Help guide on how to use online catalog effectively

Search tips are provided on the GILFind home page and a search tips link. Ask a librarian chat help is also available.

Self-checkout machine:

Yes, two stations.

Basic search tips provided for both classic and GIL-Find catalog interfaces. GIL-Find includes wildcard and proximity searching. Yes (two stations).

Search tips included in new GILFind OPAC. Limited help available for classic catalog style.

No self-check out options. Per director, purchase of two machines is planned next year.

No.

Instructions present and easy to follow

Yes, instructions on screen. Yes.

User Friendly

Yes instructions on screen. Yes. Touchscreen interface.

Accessible locations

Yes, adjacent to circulation desk in Library North and South. GIL Express accessible online. ILL requests done through OPAC.

GIL Express [or other ILL system]

Electronic Databases: Information literacy available (tips on how to effectively search GALILEO)

Yes. Yes tutorial videos via GALILEO home page.

Yes - adjacent to Circulation Desk, near the entrance. Easy to find. GIL Express accessible via the GIL Universal catalog. ILLs requests are submitted via online form, but library staff does the ordering. Yes Yes, tutorial videos via link to GALILEO from library homepage.

GIL Express available. Instructions available though Help page.

GIL Express available. Instructions available under "services" drop-down menu.

Yes Yes, in Research Help guide, written instruction on GALILEO basics are found in How to find an Article tab. Tutorials and help instructions also available within GALILEO interface. Yes, available through ILLIAD and delivered electronically. Printing from laptops or copy machines, Students are issued a KCard that allows them to print by both methods. Guests can purchase a Kcard for a small fee. Printing instructions Yes, on many topics including GIL searching, troubleshooti ng, database searching, online searching, etc.

Electronic delivery of journal articles not available in full text or in the library

No.

No

No

OTHER Self-Service aspects: Printing/Copying Printing/scanning/cop ying are self-service in the library. Students get a set amount of funds on their Panther card at the beginning of each semester to use. Visitors must purchase a guest card. Self-service digital Micro-Film readers are available for patrons to use. Students load funds on their Claw Cards for copying/printi ng. Print jobs are held in a queue until they swipe their card. Faculty, staff, and the general public cannot print. Faculty and staff can copy Printing and copiers are readily available. Students must use their Bulldog Bucks card. Faculty and guests can purchase guest printing cards for a $1 minimum.

Self Return (Drop Boxes)

at a dedicated copier with a code. The general public must buy a guest card and load funds on it to make copies. Scanners are available to scan material and save to a flash drive or e-mail. No instructions on the copiers, but are available for printing and scanning. Yes, 24/7 drop box located on one side of the library. Location not obvious without directions.

are clearly posted for both methods.

Two selfreturn boxes are located on campus. There are no directions on the website on where they are located.

Yes, drop box located inside the library and a drive-up box located outside the library for after-hours use.