A “new” type of privacy problem?

We hear about a lot of different types of computer-related security issues these days – hacking attempts, virus infections, phishing scams and the like. At the recent American Library Association annual conference, I noticed a couple of behaviors that reminded me that not all security breaches are high-tech escapades.

On a couple of different occasions during the conference, I was typing notes into my laptop during a session when the person next to me leaned over, stared at my screen for a few seconds to see what I was typing, and then went back to his/her own notes. I was a little shocked, but probably not as offended as I should have been. I realize that these people were probably just trying to catch a few words that they might have missed during the presentation. I didn’t have any sensitive data on the screen so it shouldn’t have been a big deal . . . but it still feels wrong. Maybe it’s because I was taught that it’s impolite to come up behind someone and read over their shoulder without being invited to do so. Or perhaps it’s because a complete stranger very pointedly read my screen. Whatever.

My next example falls along those lines as well. Think about all of those nice, glossy iPhone screens we’ve all gotten so used to seeing. One thing about them – they’re big – at least compared to a regular cell phone screen, and their size makes them pretty easy to see. A couple of times during the conference I noticed people leaning forward in their seats and staring fixedly at an iPhone in the row in front of them. Now maybe they were just trying to figure out what that cool app was so that they could download it later. Or maybe they just had to know what that person was tweeting or texting. But again, it just feels like a no-no.

It kind of reminds me of those social engineering horror stories in which someone was duped into typing in a password while another person just stood behind them and watched their keystrokes. The big difference though is that there is no duping here. In some cases perhaps people are just being rude while others are being careless. In a lot of meetings it just doesn’t really matter because everyone is busy trying to get the same notes, and their isn’t a security issue at all. But increasingly I see people absolutely buried in their laptops and cell phones, logging into e-mail, Twitter accounts, and all manner of other services without being aware of their surroundings. Let’s just hope none of them are sysadmins with the keys to the kingdom, eh?

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Leadership Beyond the Recession

Leadership Beyond the Recession: an OCLC Symposium

 

Quality in a service or product is not what you put into it. It is what the client or customer gets out of it. – Peter Drucker, 1909-2005

 

Introductory comments outlined the current conditions under which libraries and patrons are operating.

 

The User Environment

 

Uncertainties: The future, housing values, unemployment, will there be retirement

 

Certainties: The future, the need for services that libraries perform will grow, library staff will continue to create new beginnings, libraries will continue to transform

 

Opportunities: Users and patrons are reevaluating their core beliefs, budgets, and even core beliefs.

 

Other Factors

 

Consumption behaviors are changing.

People have moved from a trade-up mentality to a trade-off mentality.

Institutional mistrust is high. Libraries are institutions. This is an opportunity for libraries to distinguish themselves from other institutions which do not engender as much trust.

There is a renewed focus on self-reliance.

People are rediscovering the things that are most valuable in their lives.

 

Featured speaker

Dr. Joseph Mitchelli, author of The Starbucks Experience

 

Connecting through Transformative Experiences

The whole library mentality is that we’re trying to serve more people with less money, and we’re not making any profit for it. This runs counter to the standard business model of seeking more and more profit.

 

Behavioral regression in organizations – the last-learned skill is the first one out.

For example in children, sleeping through the night. This might be lost during a major event such as bringing home a new brother or sister.

How does this affect library administrators when there is a drastic change (budget, personnel, etc.) in the organization? What skills, services, programs, or personnel will get cut during tough times?

 

Change in the direction of the user experience

People can get locked into functional business transactions with customers.

The first act of leadership is to listen to the customers.

 

Example of Pike Place Fish Market

This struggling business was facing bankruptcy, and the owner was seeking ideas for turning the business around. An employee made a suggestion, that – on the face of it – was considered ridiculous: Let’s be world famous. The owner asked him to explain what he meant and how they could do it.

 

Employee response: "Let’s treat people who come up to the fish stand as though they are world famous."

 

The business was transformed by teaching employees that they have one job: make customers feel like they’re world famous. They created an experiential brand where everyone thought they were important. The product is exactly the same. They’re selling the same fish as their 4 competitors, but they sell more than all of them combined. In a sense, they are selling the experience more than the fish. The experience is what attracts customers, and the experience is what made them world famous.

 

Whatever you decide to do for your patrons, it should be defined experientially. The stories about experiences make it back to the ones who make decisions about budgeting – the decision maker.

 

It’s not about being interesting – it’s about being interested in. The relevance to the user enhances when you bring them inside.

 

Pike Place Fish Market Experiential Brand Statement: treat people as if they’re world famous.

 

Ritz-Carlton Experiential Brand Statement: Create the home of a loving parent.

Parents think of the things that children need. Those things just magically appear.

Every employee in the organization is given $2,000 per day that they can spend on customers to make them happy – even with things such as buying them breakfast.

 

Starbucks EBS: Create the third place – the living room of the community.

Elevating the value experience.

 

What is the brand experience of libraries?

Shifting from a place of purposeful information to a place of personal and community transformation.

 

Taking people for illiteracy to literacy?

 

What is your brand experience? Whatever it is, you deliver it from every person in the organization – from the top to the bottom.

 

What we know from consumer behavior

50% will pay for the absolute lowest-priced product.

Even in difficult times 50% of consumers will pay more for a better experience. (Although their may be trade-offs.)

50% of customers leave businesses because of bad experiences.

Companies successful in creating both functional and emotional bonding with customers had higher retention ratios and greater cross-sell ratios.

 

Sometimes people have to make a short-term painful choice for better long term satisfaction.

 

Build experiences that reinforce your brand.

 

Transformative Drivers

Helps create who you are

Makes you feel good about yourself

Allows you to appreciate the beauty of life

You come away feeling you really learned something

Fills you with hope and optimism

Empowers you

Helps you seek the truth

 

No brand can successfully live outside the organization if it doesn’t live inside the organization. Do your employees feel the transformative power within the organization? If so, then the employees will help drive the brand with customers.

 

In Finland, a tax office official died in his cubicle, and no one noticed it for two days. What does that say about the organization and its commitment to its people?

 

Ritz-Carlton doesn’t "hire," they "select" people who fit their brand.

Orientation – Joining the family of loving parents. If someone hears that an employee likes mango juice, that employee will find mango juice at their orientation.

Day 21 – new employees are asked how the orientation is going and if they feel like they’re being cared for by loving parents.

Day 365 – The employee’s birthday is celebrated.

 

User Experience in a Production Only Model

Users often feel confused or stupid. Sometimes we don’t create user experiences that are designed from the user perspective.

 

Every business creates situations that call for workarounds by customers.

 

Measuring Engagement

 

Overall, how satisfied are you with . . . ?

Are you like to contribute/renew/repurchase . . . ?

How likely are you to recommend to a friend/associate?

 

Emotional

 

Is it a name I can trust

Always deliver on what they promise

Always treat me fairly

If a problem arises I can always count on them to create a fair and satisfactory resolution

I feel proud to be a customer

Always treats me with respect

If the perfect company for people like me

I can’t imagine a world with . .

 

Information < transformation

Institution < infrastructure

Nice < necessary

Past < future

Altruism < ROI (Return on Investment)

 

Making it Unique, Personal, and Memorable

 

Designing Different Experience Based on Actual Customer Value

 

RBC Bank example

Rated 2 million customers based on the value that customer has to the bank

The top customers get special attention from service reps and senior management

Customer attrition has decreased 50% in the last 5 years

Unprofitable customers have decreased by 6%

 

Questions to ponder

Is your brand promise experiential? Does it reflect transformation, infrastructure, necessity, the future, and ROI?

 

Have you created a touchpoint map for staff, users, politicians, academic leadership, and community experiences?

 

Can your staff articulate the difference between an experience and a transaction?

 

I define service as:

 

A flawless product, Delivered exactly as a member wants, in an environment of caring.

 

What can you do to effect product quality, effect execution on user-centric delivery and elevate caring to a lofty level of service professionalism?

 

In short: Give customers what they want they way they want in a caring environment.

 

 

Stories and Discussion

 

Steven Bell

Charles Brown

Ed Rivenburgh

 

Charles Brown – In most libraries there is still a culture of hierarchy and silent thinking. The library has created a new position: Director of User Experiences. The brand for the children’s library has become very strong: you are not a good parent if your child doesn’t go; you’re not a cool kid if you don’t go.

 

Steven – Most people have a low level of expectations when they come to the library. They expect it to be painful and confusing.

 

Website: This Is Broken

 

Discussion about these ideas in general – One person said we can only do this to the extent that our administrators support us.

 

Labor relations (union) issues – You have to elevate the culture of your organization.

 

For every contact that a reference librarian has, there are 100 at the circulation desk.

 

Charles – Our goal is to be the best public library in America by 2020. This can only happen through the staff. Spontaneous teams are created to tackle specific issues.

 

 

Steven – The idea of "what is our brand" has to begin with understanding what our core business is. Before you try to decide what your brand is, the whole organization has to understand what you’re trying to accomplish.

 

Charles – People from all levels of the library are being engaged in developing the plans, and this helps build buy-in. There will probably be some level of resistance – particularly from the MLS staff.

 

Ed – I would encourage you to go to a one-stop-shopping model, particularly in an academic library. People don’t want to be bounced around.

 

Joseph – You have to really engage the staff. If it’s not their dream, they can’t communicate it to the public.

 

Steven – Pull the staff away from their work environment and ask them questions that does not directly affect their job. If we don’t buy into the dream we’re pushing, we’re lost.

 

Comment from audience – People in libraries don’t understand how intimidating libraries can be. People have to come out from behind the desk and engage the patrons.

 

Steven – In user surveys, people aren’t reporting good experiences with the reference desk, but they are reporting good experiences with specific people.

 

Comment from the audience – Patrons come to the circulation desk as though they’re pleading a ticket. The structure of the furniture itself is a barrier to user experiences.

 

Ed – the differences between "doing it" and "being there". Some people think "my job is to complete this book transaction." How do we get the employees to engage the possibilities that are open to them?

 

Joseph – Hotel front desk staff are not supposed to be the most empathetic people in the world. Studies show that they just get burned out in that capacity. The job of the front desk in a hotel is problem solving and triage.

 

Audience question: How else can we measure how we’re doing?

Answer from Joseph: Look at variables that determine how you’re going to be funded. Volume and traffic are only one measure.

 

Audience comment: The language has to change. Students have to stop thinking of it as "the library" and start thinking of "my library." Librarians also think, "This is MY library that I’m providing for THEM."

 

Steven – People are focusing less on stuff and more on what’s really important to them. Start small. Look around your library and see what’s broken.

 

Charles – Ask people for their input. Even in the face of no raises, people feel a sense of engagement when their opinions are sought.

 

Ed – the question of how we treat our staff. Our outcomes are directly related to how we treat our staff members.

 

Joseph – All business is personal. As good as Amazon is, they can’t win against warm live human beings when people want to have an experience with another human.

IUG 2009 – Release 2009 Development Update

Betsy Graham

Innovative Interfaces

 

DISCLAIMER: This is not a comprehensive list. These are the things that caught my attention as Betsy moved through the session.

 

Release 2009a out is in testing now and will be out in early June.

Release 2009b is expected in fall 2009.

 

Preliminary Enhancements Lists for both releases are now up on CS Direct.

 

Architectural changes to full system to enhance stability and data protection.

Over 250 maintenance updates.

Some product features.

 

Q. from audience – will there be a new client download?

A. Yes.

 

You do not have to go to release 2009a. You can wait until 2009b in the fall.

 

Notes for Release 2009a  – Product Features

 

Program registration

No conflict room booking

E-mail reminders

New calendar look

Announcements

Program images

 

Research Pro

Integrated sign-on with WebPAC Pro and Encore

2.0 Connectors

 

Express Lane 2009a Product Features

Patron message display

Alternate ID

Zip code suppression

Fast renew

User interface upgrade

 

Millennium circulation

Can now show the last four patrons instead of just the last one.

 

AirPAC for iPhone

Looks very good. iPhone native look.

 

My Account Web Services API

Position library account in a portal

Checked out items

Holds

Fines

Bookings

Read-only access to patron data

 

API will require library-side programming.

 

Notes for Release 2009b

 

Acquisitions

Add monographic claims to print templates

15 character fund codes

 

Cataloging

Allow removing a record from a review file without having to leave Global Update

 

Circulation

Add circulation notices to print templates

Allowed checked out materials to be added to course reserve lists

Batch extensions of due dates for missed bookmobile stops

Check for conflicts when using repeated bookings

Check-in an item without triggering a local hold (derived from "check in damaged" request)

Circa can do shelflist comparison.

Working on adding a component for RFID and non-RFID sites.

Process PC Transactions is moving into Millennium.

 

Electronic Resource Management

Link license reocrd to multiple resource records

Cost per use for manually imported counter-compliant data

 

General/Systems

Patron records can have mandatory fields

Patron records can use validity checking (can’t save e-mail address without @ symbol, can’t save telephone number unless it is 10 digits long, etc.)

 

Logins can be copied (big applause from audience)

Numbers can be used in "initials"

There will be a manager controlled option to reorder/modes on left-hand navigation

 

Serials

Additional templates for card creation to cover irregular but frequently used patterns.

 

WebPAC Pro

PayPal is supported as an e-commerce option.

Working on a better workflow in My Lists function.

Every webPAC page will have a printer-friendly link.

Sort reading history

Display loan period for course reserves

 

WebPAC Pro Feed Builder

Users can subscribe to a feed based on a search query

It will be possibly to manually start a feed.

If a feed includes a link to an external source, the proxy will be able to rewrite it.

 

New Products for 2009b

SMS alerts for US users

Volume holds

Content Pro

Encore Reporter

 

Q. from audience. Will Encore Reporter require another server?

A. Yes. It will. Encore uses a different set of technologies. Tried to design the service so that the main OPAC server wouldn’t take a performance hit.

IUG 2009 – Some Secrets of Successful Scripting and Statistics

Harvey Hahn

Arlington Heights Memorial Library

 

Another really good session. Lot’s of detailed work here. Grab Harvey’s presentation materials.

 

Script imitates what a person would perform. The script performs a series of Windows actions that often involve entering, modifying, or deleting data.

 

Dumb scripting cannot respond to what appears on the screen.

Smart scripting can read the data on the screen and can react to screen behavior "intelligently".

 

Scripting considerations

A script can send keystrokes faster than Windows can process them

Programmers need to insert delays after Send commands to permit Windows to catch up

The delay value should be at least 2/10ths of a second

 

Millennium scripting tip

If there is a keyboard shortcut available, USE IT before trying mouse clicks. Keyboard shortcuts are the easiest and most reliable.

 

A script must wait until a given window is ready for action.

It might also need to check for the possible appearance of an optional window.

Watch out for surprise windows with error messages.

 

If you can highlight it you can read it. If you can’t highlight it, you cannot.

 

The standard way of getting data off the screen is by highlighting it and copying it.

It’s standard practice to clear the clipboard before copying any data to it.

IUG 2009 – Circulation Development Updates

Eric Leckbee

Innovative Interfaces

 

Release 2009 will be released in two segments: r2009a and r2009b

r2009a will be available soon, r2009b will be available in the fall

 

It looks like there will be a lot of circulation updates in the next release. Here are some of my faves.

 

When an item is renewed in the webpac, it is renewed under the statistics group of that particular webpac login. With the enhancement, the renewal will take place under the statistics group of the original circulating terminal.

 

All patron message fields will be displayed in a single popup.

Batch checkin will be available in millcirc.

The ability to process offline files will be added to millcirc.

 

All items associated with a Locations Served will be placed on a single circ notice.

 

All notice types can be customized under the new release.

Separate formats will be allowed for e-mail and print notices.

 

Mandatory fields!

There will be an option to require the existence of a particular variable field. WOOT! Here ya go, Robbie!

 

There will also be an option to require a variable field to pass a validity check, for example checking an e-mail address field for the character.

 

Circa

III’s wireless circulation tool. This will work on any device that has a web browser.

It provides: inventory control, check-out/check-in, count internal use, rapid update, shelflist

Display will only show the modules for which a user is authorized.

From the description it sounds like Circa’s power is really unleashed if you have RFID. Under this model, a user can scan the beginning item in a range, scan the ending item in a range, then run an RFID wand along the selected range. No pulling of books off the shelf! No scanning of barcodes!

 

SMS alerts

Hold pickup alerts via SMS

Alerts are sent at library specified intervals

Library specific text

Library specified time sent intervals

This service is hosted by III – the library subscribes with III.

This is a patron opt-in service.

 

Eric Leckbee

Innovative Interfaces

 

Release 2009 will be released in two segments: r2009a and r2009b

r2009a will be available soon, r2009b will be available in the fall

 

It looks like there will be a lot of circulation updates in the next release. Here are some of my faves.

 

When an item is renewed in the webpac, it is renewed under the statistics group of that particular webpac login. With the enhancement, the renewal will take place under the statistics group of the original circulating terminal.

 

All patron message fields will be displayed in a single popup.

Batch checkin will be available in millcirc.

The ability to process offline files will be added to millcirc.

 

All items associated with a Locations Served will be placed on a single circ notice.

 

All notice types can be customized under the new release.

Separate formats will be allowed for e-mail and print notices.

 

Mandatory fields!

There will be an option to require the existence of a particular variable field. WOOT! Here ya go, Robbie!

 

There will also be an option to require a variable field to pass a validity check, for example checking an e-mail address field for the character.

 

Circa

III’s wireless circulation tool. This will work on any device that has a web browser.

It provides: inventory control, check-out/check-in, count internal use, rapid update, shelflist

Display will only show the modules for which a user is authorized.

From the description it sounds like Circa’s power is really unleashed if you have RFID. Under this model, a user can scan the beginning item in a range, scan the ending item in a range, then run an RFID wand along the selected range. No pulling of books off the shelf! No scanning of barcodes!

 

SMS alerts

Hold pickup alerts via SMS

Alerts are sent at library specified intervals

Library specific text

Library specified time sent intervals

This service is hosted by III – the library subscribes with III.

This is a patron opt-in service.

IUG 2009 – Robots-Crawlers-Spiders – Automated Searches and Your WebPAC

Mark Welge

Innovative Interfaces

 

Robots can cause increased load on the public catalog.

The crawer tries to follow every link embedded in catalog pages.

The creawlers send search requests at very high volume and speed.

 

Robots exclusion protocol – depend on voluntary cooperation on the part of search engine providers.

 

Robots.txt

Read from directory above "/screens"

Publicly viewable

Might be ignored by an ill-behaved crawler

 

This file is publicly viewable, but it is not directly controllable or configurable by the library.

 

Innovative’s Strategy with Robots.txt

Allow access to mainmenu.html

Give legitimate search engines a chance to index the main page of catalog

Update robots.txt file with software releases

Extend blocking to new command links

 

http://my.library.edu/robots.txt

 

Robots.txt allows Googlebot for google Scholar. This allows crawling of both / and /screens.

 

Recognizing a problem with crawlers

System slowness

Numerous searches submitted from an "outside" IP address

In a very short time span

In systematic patterns not typical of human users

 

Check "non-local access attempts allowed" through the character-based interface.

 

http://www/.hostip.info

 

If an IP lookup on an address returns something suspicious, add an entry to the http access table and set the access value to no.

 

Usage analysis in Release 2007

Apache server

Layer in front of WebPAC

Logging of search activity

Available a zip file 1 day later

Downloadable for analysis with 3rd-party tools

These logs are maintained fror 30 days

 

Retrieval of "robots.txt" by well-behaved crawlers will be posted to this log.

 

Searching for apache in the list of process

Restart terminal menu

Show all, Limit by httpd

IUG 2009 – Millennium and XML – Repurposing and Customizing Catalog Metadata

Dao Rong Gong

Lucas Mak

Michigan State University

 

As a quick note to self, this looks like it could be very useful for a pending project I have in mind. Can’t wait to get my hands on the conference presentation handout.

 

Innovative uses its own type of XML data. This can be retrieved through HTTP queries.

 

The data arrangement is based on MARC fields, but MARC fields and their subfield are siblings.

Two types of XML records that can be retrieved from Millennium: Brief records and full records

 

The Millennium System and XML

Encore has built-in functionality that allows it to harvest OAI-compliant services.

 

XSLT

Manipulation of XML documents by creating a new document based on

 

XSLT uses Xpath expressions to select/filter the data node

 

Sunday School books collection

Needed to batch load records into Content Pro. Original data source is based on MARC.

 

One option is to create a list of records as a review file. Records could then be converted to Qualified Dublin Core using MarcEdit.

 

Used an HTTP query to request the Innovative XML. Then turned that into Qualified Dublin Core with XSLT.

 

Issued with Converting Innovative XML Data

 

Data is structured differently from MARC21 XML

Availability of existing "Innovative XML to DC/QDC" XSLT?

 

Not optimized for data manipulation

Complications in data selection

Selection of data node by matching criteria against values in individual elements

A series of matching may be needed just to be able to select one node