March 28-30 hyatt regency crystal city
arlington, va
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Wednesday, March 29, 2017

B205: Mining Chat & Learning New Skills for Management

4:30 p.m. - 5:15 p.m.
John Kimbrough, Electronic Resources Librarian, Georgetown University Library
Mark Winek, Unit Head, Electronic Resources & Serials, Georgetown University Library
Nancy Howe, Public Relations/Outreach Librarian, Baldwinsville Public Library

What do your patrons find frustrating about navigating your library databases? Transcripts from online chat services can be a rich lode of data about patron “pain points” when using electronic resources. Hear how one library mined this data for better communication with resource providers, improved processing workflows of electronic resources, and targeted collaboration with public services staff. Howe discusses how, in 2015, the Baldwinsville Public Library was approached by village and town officials to help with the creation of a community calendar. The library became the lead agency on the project. The librarian quickly acquired many new skills including how to collaborate with agencies (all with somewhat different priorities); how to write a Request for Proposal for a multi-agency project; and how to get an inter-agency cooperative agreement for payment of the project (and on-going maintenance). Howe shares tips for spearheading a project that goes beyond the four walls of the library.

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