ETL 507 – Blog Post: What role does technology play in the relationship information agencies develop with their users?
The provision of access to information is the core mission of all libraries and information agencies (Garrudi & Wyber, 2019, p. 17). Technology plays an essential role in allowing information agencies to access, store and provide information for patrons, the wider community and future generations. Technology provided by libraries and information agencies also allows patrons to acquire and develop 21st Century skills and assists in bridging inequalities and the digital divide, which often occurs within and between communities (Subramaniam & Braun, 2020; National and State Libraries Australasia, 2017). Within various settings, the importance of technology has been highly visible in the day to day working of the information agency and has been essential during the present pandemic.
A large number of information specialists discussed the importance of technology within their roles and how technology can assist not only their patrons but also their communities and future generations. S. Turbitt (personal communication, May 6, 2020) discussed how important technology was in her role at the University of Newcastle Maker Space. She stated that within the role technology is essential for students and staff at the university to develop transferable 21st Century skills in the digital space. The Maker Space is a non-academic area, where technology is available for patrons to experiment, create, collaborate and problem solve while using technology. S. Turbitt (personal communication, May 6, 2020) and R. Manuell (personal communication, May 11, 2020) engage their communities through excitement with using technology, preempting the needs of lecturers and collaborating with ‘technology champions’ in faculties to educate people about the work they do and to encourage greater use of the areas by university staff, students and faculties.
G. Steele (personal communication, May 12, 2020) and K. James (personal communication, May 6, 2020) utilise technology to preserve culturally significant historical items to ensure that they are available for present patrons and future generations (State Library of NSW 2019, p.55). Technology has assisted in the process of preserving items as well as the speed at which work can take place; technology allows storage & sharing of resources, elimination of duplication and ultimately improves the quality of information (Arun Kumara, Shilpa and Santhosh Kumar, 2018). Affordable digital equipment and state of the art, newly developed software is used by the information specialists to assist in the storage of significant cultural items, which would possibly be lost to communities and future generations if this technology was not available. K. James (personal communication, May 6, 2020) also highlighted the importance of technology for less developed nations in the Pacific and also remote Aboriginal communities where she worked in collaboration with these communities to preserve their history by using technology. Digitisation of the material assists in marketing the information agencies core work, while providing fair and equitable access to culturally and historically significant information and items. Technology assists in making collections visible and demonstrates the worth of the Pacific Manuscripts Bureau and Museums Victoria Library & Archives collections.
The use of social media as a technological tool to engage and inform patrons and communities was also discussed by a number of information agencies (I. Tucker, personal communication, May 13, 2020; G. Steele, personal communication, May 12, 2020; L. Korodaj, personal communication, May 13, 2020). The use of Twitter, Facebook and Instagram is often used to inform communities and patrons of the essential work and services provided by information agencies. The onset of Covid-19 led to increased use of technology not only for information agencies to continue their invaluable work at home, but also to allow patrons access to services provided by libraries and information agencies. Information agencies had to quickly adapt to a rapidly changing environment where patrons were no longer able to physically access their services, yet still provide equity and accessibility to patrons (Farkas, 2016, p. 31; Arun Kumara, Shilpa and Santhosh Kumar, 2018); technology was the key to ensuring patrons were still able to have questions answered and ready access to collections. R. Manuell (personal communication, May 11, 2020) discussed how online drop-in centres, chat bots and other technology was integrated to ensure that patrons at Monash University were provided with information to assist in the completion of their degrees while the library was closed. G. Steele (personal communication, May 12, 2020) and I. Tucker (personal communication, May 13, 2020) also stated that technology was essential to continue to engage with patrons during the closure of libraries.
Technology has been used in various ways including online access of collections, greater access to alternate digital subscriptions, online book clubs and digital assistance to patrons. Information agencies have used technology to creatively engage patrons during Covid-19 to ensure users are able to connect to information specialist services at any time, anywhere and remain socially connected with their communities (I. Tucker, personal communication, May 13, 2020). The changing nature of libraries, particularly during the Covid-19 pandemic, was reflected through the Gympie library’s face shield initiative (Gympie Regional Library, 2020). The library used their technology resources following a public request for assistance with providing medical staff with adequate protective face shields by Queensland Health. This flexibility and adaptation of library resources to meet the needs of the community has been a recurring theme throughout the rapidly emerging technological era.
Technology is also used by information specialists to record data about collections and borrowers. R. Manuell (personal communication, May 11, 2020) and G. Steele (personal communication, May 12, 2020) use technology to assist with benchmarking against other libraries. Technology is also a digital networking tool for the information specialist to advance their careers and make their work more visible; the use of Twitter by G. Steele (personal communication, May 12, 2020) has promoted her profile not only through greater engagement with colleagues but also the wider information specialist community, where she has been invited to to take part in events and conferences all brought about through her digital presence with Twitter. Platforms such as Yammer, a collaborative online environment developed by Microsoft, create opportunities to improve communication, gather ideas and provide feedback (Yammer, 2020). This is particularly important within information agencies as often they are pioneering ideas and technology and introducing these in an engaging way that encourages users who may be reluctant or fearful of technology. Throughout the Covid-19 pandemic, a virtual staffroom that linked Teacher Librarians was established, largely focussed on ways to guide and support patrons through the introduction of virtual classrooms. This included the collection and provision of online resources and way to support productive relationships between libraries and users, as well as teachers and students.
Ultimately technology allows information specialists to build strong relationships with their patrons and make collections equitably available and better; not only for present patrons of the information agency, but also ensuring that the agency evolves with society to ensure they meet the demands of current patrons, while also ensuring that culturally and historically significant items are preserved for the future and future generations.
References
Arun Kumara, T., Shilpa, B. & Santhosh Kumar, K. (2018). ICT application to next
generation libraries. Journal of Advances in Library and Information Science, 7(3), 227-231.
Retrieved from http://jalis.in/pdf/7-3/Arun.pdf
Farkas, M. (2016). In practice: The new digital divide. American Libraries, 47(1/2), 31-31. Retrieved from www.jstor.org/stable/24604202
Garrido, M. & Wyber, S. (eds.). (2019). Development and access to information. International Federation of Library Associations and Institutions. Retrieved from https://da2i.ifla.org/wp-content/uploads/da2i-2019-full-report.pdf
Gympie Regional Library. (2020). Gympie library using technology to fight covid-19. Retrieved from https://www.gympie.qld.gov.au/news-events/-/asset_publisher/fwAja6773ctR/content/gympie-library-using-technology-to-help-fight-covid-19?redirect=https%3A%2F%2Fwww.gympie.qld.gov.au%2Fnews-events%3Fp_p_id%3D101_INSTANCE_fwAja6773ctR%26p_p_lifecycle%3D0%26p_p_state%3Dnormal%26p_p_mode%3Dview%26p_p_col_id%3Dcolumn-2%26p_p_col_pos%3D1%26p_p_col_count%3D3
National and State Libraries Australasia (2017). Libraries and digital government: Collaborating to build digital citizenship. Retrieved from https://www.nsla.org.au/sites/default/files/documents/nsla.libraries-digital-government_sept17.pdf
State Library of NSW (2019). Library council of NSW 2018-2019 annual report. Retrieved from https://www.sl.nsw.gov.au/sites/default/files/5384_libraryannreport_webaccess_13022020.pdf
Subramaniam, M., & Braun, L. (2020). COVID-19 is an opportunity to rethink youth librarianship: Reimagining libraries. School Library Journal. Retrieved from https://www.slj.com/?detailStory=covid-19-is-an-opportunity-to-rethink-youth-librarianship-reimagining-libraries
Yammer. (2020). Yammer overview. Retrieved from https://www.microsoft.com/en-au/microsoft-365/yammer/yammer-overview
Virtual Study Visit Reflection
After being initially apprehensive about undertaking the Sydney study visits due to my large workload and failure to see the connection between my role and the visits, my apprehension turned to excitement when the timetable for the visits were sent out. I had very little knowledge of some of the organisations on the list, and even less understanding of how the degree I was completing could provide the opportunity to work in such a diverse range of organisations.
Unfortunately, the Covid-19 pandemic put all study visits on hold and alternative arrangements had to be made, was I disappointed with the loss of physical visits – yes. However, we were then extremely lucky and privileged to have virtual study visits organised for us. The virtual study visits encompassed a positive and diverse group of individuals employed in a vast array of information specialist roles.
Some of the highlights for me included:
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Sally Turbitt at the Academic Library University of Newcastle – with her insights on how to engage people to be creative and curious through organising a space for opportunities, problem solving and collaboration.
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Karrie James with Pacific Manuscripts at ANU – the various positions which Karrie has held during her career is truly inspirational and how her work is making historical pieces available for the future and future generations.
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Gemma Steele Museums Victoria Library and Archives – Gemma’s role at the library was fascinating and the archives that she was able to show us were exceptional, again another information specialist area which I had not considered as an avenue through my learning.
While completing this degree as a requirement for my role as Teacher Librarian within the Department of Education I had not taken the time to consider further employment possibilities that the degree may lead to. Through the virtual study visits I have had my eyes opened to a large number of exciting career opportunities that are available to information specialists. I am now excited by the employment opportunities that the Master of Teacher Librarianship can ultimately provide, as well as areas of further study which complement this degree.