1 Training, Development and Communication at the Milano-Bicocca University Library By Ilaria Moroni Head of Training, Development and Communication Office at the Milano-Bicocca University Library June 2014
2 Outline The Milano-Bicocca University Library o Information and Data about the Context Communication and Marketing o Activities and Products Advertising of the Digital Library User Satisfaction and Development o Activities and Projects Focus on Action-Research Information Literacy and E-learning o In-class and Online Activities The Training Platform
3 The Milano-Bicocca University Library
4 The University & the Library The University is very young but there are many students and different subjects. The University Data Foundation Year 1998 Subjects 8 University Members 35,368 The Library is focused on innovation, continuing improvement and resource saving. The Library Data Branches 4 Overall Holdings 278,858 Staff 35 [31.41 FTE]
5 The Library Branches All the subjects Cinisello Balsamo (U46) Digital Library Centre Central Library Milano (U6) Economics Education Law Psychology Sociology Statistics Medicine and Surgery Monza (U8) Medicine Library Science Library Milano (U2) Mathematical, Physical and Natural Sciences
7 The Library Services Reading Rooms and Carrels Reference and Information Literacy Consultation PCs and Wi-Fi Photocopying and Printing Loan of books and e-books Interlibrary services (ILL and DD)
8 The Library Research Tools MetaBib OPAC E-books Books E-journals Journals Databases DVDs CD-ROM
9 The Library Activities Back Office Front Office Training, Development and Communication Cross Activities Electronic Resources Information System Administration and Accounting
10 Communication and Marketing
11 Communication Activities and Products Print Brochures Posters Calendar Online Website Newsletter Videos On-site Conventions Meetings Presentations The Logo of the University Library was made in 2004 by the TDC Office.
12 Print Communication Brochure The Guide of the University Library was made in 2004 by a group of librarians.
13 Print Communication Leaflets The Leaflets of the University Library were created in 2008 with an apprentice.
14 Print Communication Posters Services and resources marketing The Posters to promote the Library were created with an apprentice in
15 Print Communication Calendar The Calendar of the University Library was made in 2008 for the decennial.
16 Online Communication Website The website of the University Library was created in 2006 by a group of librarians. Finalist website of the Award Möbius Multimedia Lugano 2007 (X edition).
17 Online Communication Newsletter The monthly Newsletter of the University Library is sent since All the institutional users (35,360 people among students, scholars etc.) receive the newsletter.
18 Online Communication Videos Search them on YouTube Videos on the University Library, created since Filmed interviews of students, scholars, librarians made by the TDC Office.
19 On-site Communication Conventions The ITALE Conventions 2004 and 2007 were organized by the University Library. ITALE is the Italian Association of ExLibris Users.
20 On-site Communication Meetings Erasmus Staff Training Collaboration with the International Office and the Press Agency of the University. Meetings with foreign guests: Turkish and Polish librarians, the Dominican President etc.
21 On-site Communication Presentations Presentations of the University Library to librarians and students. IFLA 2009, Winter School for Chinese students, meetings of the University Careers Service.
22 Advertising of the Digital Library
23 Digital Library Vision Work in Progress Start of the University Library 2010 Start of Change toward the Digital Library Imagine, Can
24 Digital Library Deals New Cooperations District Public Library «Bookless» University Library High Schools February 2014: a cooperation agreement between Milano-Bicocca University, the Town Council of Cinisello Balsamo and the North Western Milan Library Consortium was signed. April 2014: the new Digital Library Center was opened.
25 Digital Library Centre Overview Tablets and PCs Wi-Fi Reference and Information Literacy Reading Rooms Databases Music, films, online courses E-books and e-journals
26 Digital Library Marketing Activities and Products Print Postcards Bookmarks Leaflets Online Website Page News Videos On-site Workshop Exhibitions Events Activities started in 2013 and planned until 2015.
27 Digital Library Marketing Print Communication Bookmarks, leaflets and postcards on the Digital Library Centre.
28 Digital Library Marketing Online Communication Video and news on the library website related to the opening of the Digital Library Centre. Video about the attending the Wired Next Fest 2014 of the Milano-Bicocca University and the Digital Library. Videos made by the BNews TV.
29 Digital Library Marketing On-Site Communication Workshop «E-book and Digital Services» carried out on 19th December 2013.
30 Digital Library Future The Third Mission Subject bibliographies, exhibitions and events Meetings and focus groups with Secondary School teachers and students Hackathon to create Digital Library apps Current and next activities to collaborate with schools, councils, etc. going beyond the support for Teaching e Research.
31 User Satisfaction and Development
32 User Satisfaction The Vision Plan Act Do Check Continuous improvement is crucial in the Milano-Bicocca University Library. From 2000 to today we have carried out about 30 user satisfaction surveys in order to gather opinions and suggestions useful to improve the Library.
33 User Satisfaction Methods and Techniques Action Research Interviews QUALITATIVE Approach Focus Groups Observation Mixed Techniques QUANTITATIVE Approach Questionnaires We used different approaches, methods and techniques in carrying out user satisfaction surveys so as to gather various information and data.
34 User Satisfaction Subjects Questionnaires, 2003 and Questionnaires, 2003 and 2012 Interviews, 2006 and 2008 Services Interviews (Action-Research), 2010 Various Questionnaires (NPS), Complete Questionnaire, 2012 Focus Group, 2004 Communication Resources Questionnaires, Interviews, 2004 Aide Student Collaboration Spaces Filmed Interviews, 2006 Self-Interviews, Training Courses Questionnaires,
35 User Satisfaction Main results  Results based on 5,231 users from the complete survey carried out in Library Profiles The Most Important Features The Most Used Services User Type Satisfaction Level Place to study Opening Times, Spaces Reading Room, PC and WiFi Students Average high Point to use onsite services On-site Services, Collections Consultation, Loan, Photocopying, OPAC, Quick Reference Students, Teachers, Scholars, Graduates, Employees High Gateway to online services Online Services, Communication Digital Library, OPAC, Website Teachers, Scholars, Graduates High Mediator for bibliographic research Staff, On-site Services Reference, IL courses, ILL/DD Teachers, Scholars, Graduates Very high
36 User Satisfaction Main results  Library profiles and users big categories Students (63%) Mediator Gateway Teachers, Scholars, Graduates, Graduands (34%) Place Point Employees (3%)
37 Focus on the Action Research
38 Action Research The Process Diagnosis Sharing Planning Team Assessment Action See Moroni I., Action Research in the Library, JLIS.it, 2 (2)
39 Action Research The Project Diagnosis: Benchmarking, Literature Review, Surveys (Questionnaires, Interviews) Planning: identification of six action fields to improve Library Services and User Perceptions Action: improvement of Loan, ILL/DD, Reading rooms, Reference, Courses and Marketing Assessment: Data Analysis related to Services, Surveys on User Perceptions Sharing: Internal and External Sharing, Team s Reflection, Dissemination of Experience The Front Office Project was carried out by a librarian group from 2009 to 2010.
40 Loan ILL/DD Reading Rooms Action Research Main Improvements  Doubling of loan renewal for students Bookmarks to promote online services related to loan Reorganisation of Interlibrary Services Flowcharts on Interlibrary Loan and Document Delivery for users Signs to respect silence in reading rooms Temperature monitoring More careful book shelving
41 Reference Info Literacy Marketing Action Research Main Improvements  Standardizing of replies for frequent questions Subject Maps for the Central Library Start of monthly Training Courses Creation of Webpages on Information Literacy and Online Tutorials Start of monthly Newsletter Poster to promote the Digital Library
42 Information Literacy and E-learning
43 User Education The Process Need Analysis Assessment Planning Training The management of user education at the Milano-Bicocca University Library takes into account Standards and Guidelines of ACRL.
44 User Education The Model Our adopted model summarizes and reworks the following: the BIG6 and SCONUL (Seven Pillars) models studies and research by Bruce and Kuhlthau proposals made by Jarson and Ballestra about an holistic approach. The research process is split into four parts: At the desk Focusing on the subject; deciding on appropriate strategies At the computer Using search tools At the computer and in the Library Collecting bibliography; finding documents At the desk and the computer Using documents; reflecting on the process and end product
45 Information Literacy The Webpage In 2010 we made the webpage on Information Literacy. In April 2014 we published the platform Biblio E-learning. See the Research FAQs based on the BIG6 model.
46 Information Literacy Training Courses Basic First year students Under graduates Intermediate Under graduates Graduands Advanced Graduands PhD students Researchers As for the courses, the aims, content, teaching methods and times are determined according to the target group (see programmes). We have provided specialized subject help since 2000, training on request since 2003, and monthly in-class seminars since 2010 (see the Action Research project).
47 Information Literacy Training Data Hours dedicated to training and numbers of participants hours of assistance each year users requiring assistance each year Resources involved in training: from 3 to 6 librarians with specialist and cross-over skills, for an FTE of 0.3 (average figures ). Co-ordination and promotion of didactic activity by the TDC Office.
48 Information Literacy Online Tutorials General tutorials Specialized tutorials General strategies and search tools Subject-based strategies and search tools Since 2010 we have published into the website many tutorials in order to teach users to make the best of the Library s services and resources.
49 Biblio E-learning, the Training Platform
50 Biblio E-learning Benefits Biblio E-learning Self-Training: Materials and Activities to Support the Research E-learning Courses or Blended Learning Courses
51 Biblio E-learning Opportunities Explore Assess Learn Share Practice
52 Biblio E-learning Platform Access Click on Biblio E-learning from the homepage of the University Library website. Then click on Login. Type Username and Password of your address. Click on Utenti UniMiB.
53 Biblio E-learning Self-Training  You can use the central menu in homepage or the box on the right to navigate in the platform. There are 4 sections for the Self Training: 1) Start your research and gather the papers 2) Discover the multi-area search tools 3) Subject areas 4) Evaluate, organize, and use the papers
54 Biblio E-learning Self-Training  The Library Staff is working on the contents of subject areas. The green ones are already available, the black ones are not. You can find forum, tutorials and activities useful to learn and share in the subject areas. The yellow box icon is for an audio-video guide which helps you to use the search tools.
55 Biblio E-learning Training Courses The University Library, with Departments and Faculties, organizes e-learning or blended learning courses. Until now the followings have been completed: an e-learning course for Nursing Students (November 2013) a blended learning course for Human Sciences PhD Students (March-April 2014) an e-learning course for Psychology Students (May 2014)
56 Thanks for your attention! Any questions? Ilaria Moroni Head of Training, Development and Communication at the Milano-Bicocca University Library. Trainer and Consultant
Qualitative and Quantitative Methods in Libraries (QQML) 2:391 403, 2014 User Satisfaction Surveys in Two Italian University Libraries: Model, Results and Good Practices Ilaria Moroni Head of Training,
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