Assessing information needs : managing transformative library services

Based on a tested model for community analysis, this book offers a guide to the management of client-centered transformative information services that can be applied in any type of library or information agency.

Knowing a community enables library and information professionals to prioritize the community's information needs and design appropriate services for them. Assessing Information Needs: Managing Transformative Library Services was written to provide the rationale for community analysis, a model for gathering community data, and a process for analyzing data and applying it to the management of an information agency.

The book explains why information professionals should customize services, as well as the "how to" of collecting data. A model for gathering community information is described, applied, and demonstrated through a case study. The book then shows how such information is interpreted and used to plan information services that are transformative for individuals and groups in the case-study community, providing lessons that readers can use with their own institutions. Rooted in a philosophy of customer service, the method presented here is perfect for public, school, academic, and special libraries or other types of information agencies.

• Acknowledgments p. xi
• 1 Introduction p. 1
• Chapter Overview p. 1
• The Need for This Book p. 1
• Our Knowledge Society p. 2
• Managing for Change p. 2
• Knowing Your Clientele p. 3
• Audience p. 4
• Focus of the Book p. 4
• Overview of the Chapters p. 5
• Summary p. 6
• Reference p. 6
• 2 Libraries in Society-Past and Present p. 7
• Chapter Overview p. 7
• A Brief History of Library Services p. 7
• The Evolution of Library Services p. 8
• Emergence of a New Service Paradigm p. 9
• The Global Information Infrastructure p. 12
• The Role of Library and Information Professionals in the Information Infrastructure p. 13
• Current Changes in Society: Implications for Information Services p. 16
• Levels of User-Centered Services p. 17
• The Influence of Technology on Information Services p. 17
• Summary p. 19
• References p. 19
• Suggested Reading on the History of Libraries p. 20
• 3 Knowledge Systems in Society p. 21
• Chapter Overview p. 21
• Definitions p. 21
• Community Information and Knowledge Infrastructure p. 23
• Social Knowledge and Information Services p. 27
• Elements of a Community Knowledge Infrastructure p. 28
• Formal and Informal Knowledge Systems and Resources p. 30
• The Relationship of Information Resources to Knowledge Systems p. 30
• Use as the Interface of Formal and Informal Knowledge Systems p. 31
• Implications for Assessing Information Needs and Customizing Information Services p. 37
• Summary p. 37
• References p. 37
• 4 The Theoretical Framework for Community Analysis p. 39
• Chapter Overview p. 39
• The Role of the Information Professional p. 39
• The Service Cycle p. 39
• The Diagnostic Process in Information Services p. 41
• The Definition of ôCommunity Analysisö p. 43
• Evolution of the Greer Community Analysis Model p. 44
• Component Parts of the CARI Model p. 47
• Adapting to Community Change p. 48
• Community Change Requires Understanding the Past and Present p. 49
• Social Science Theories Are Necessary for Effective Analysis of a Community p. 50
• The Science of the Information Professions p. 51
• Information Psychology p. 52
• The Sociology of Information p. 53
• Summary p. 55
• References p. 56
• 5 Gathering Data for Decision-Making p. 57
• Chapter Overview p. 57
• Reader Studies p. 57
• Studies of Information Needs p. 58
• Environmental Scanning p. 60
• Community Analysis p. 63
• Information Use Studies p. 64
• The Use of Qualitative Research Methods and Intuition p. 65
• When To Use Surveys-and When Not To p. 69
• Written Questionnaires p. 69
• Interviews p. 70
• Focus Groups p. 71
• When Not to Use Surveys p. 71
• Using the Internet to Gather Community Information p. 72
• Using Registration Data p. 72
• Summary p. 72
• References p. 73
• 6 The Information Needs of Individuals p. 75
• Chapter Overview p. 75
• Definition of Individuals p. 75
• Principles of Information Psychology p. 77
• Behavioral Processes of Information Psychology p. 77
• Theory Supporting Information Psychology p. 78
• The Environmental Context for Information Psychology p. 79
• Locating Data for Individuals p. 79
• Library Registration Files p. 79
• Census Data p. 80
• Using the Internet p. 82
• Summary p. 82
• References p. 83
• 7 Studying the Information Needs of Groups p. 85
• Chapter Overview p. 85
• Identifying Groups in a Community p. 85
• Sources of Information p. 87
• Examples of Groups p. 88
• What You Want to Know p. 92
• Implications for Library and Information Services p. 92
• Summary p. 93
• Reference p. 93
• 8 Studying the Information Needs of Agencies p. 95
• Chapter Overview p. 95
• Definition of Agencies p. 95
• Sources of Information p. 96
• Identifying Agencies p. 97
• Examples of Agencies p. 97
• Implications for Library and Information Services p. 102
• Summary p. 103
• References p. 103
• 9 Lifestyles p. 105
• Chapter Overview p. 105
• Definition of Lifestyles p. 105
• Exploring Culture in a Community p. 106
• History p. 107
• Values p. 108
• Customs p. 109
• Topographical Features p. 109
• Climate p. 110
• Leisure Activities p. 111
• Transportation and Traffic Patterns p. 112
• Communication p. 113
• Community-ness p. 115
• Economic Life p. 117
• Social Issues p. 118
• Summary p. 119
• References p. 120
• 10 Implementing a Community Analysis p. 121
• Chapter Overview p. 121
• Organizing to Gather Data p. 121
• Whom to Involve p. 122
• Organizing into Teams p. 122
• Community Analysis p. 123
• Collecting Data on Individuals, Groups, Agencies, and Lifestyles p. 123
• Library Resource Analysis p. 126
• What Do The Numbers Mean? p. 129
• Public Libraries p. 129
• School Libraries Media Centers p. 130
• Universities and Colleges p. 130
• Special Libraries p. 131
• Case Study p. 131
• Introduction to the Library District p. 132
• The Workshop p. 132
• Summary p. 135
• References p. 136
• 11 Extrapolating Meaning from Community Analysis Data p. 137
• Chapter Overview p. 137
• What the Data Tell Us p. 137
• Individuals p. 137
• Case Study Results p. 138
• What the Data Mean for Library Services p. 142
• Groups p. 142
• Agencies p. 148
• Agencies Case Study p. 149
• Implications for Information Services p. 150
• Lifestyles p. 151
• Lifestyles Case Study p. 151
• Lifestyles Summary p. 154
• Map Case Study p. 155
• Registration File Case Study p. 157
• Shelf List Data Case Study p. 157
• A Review of the Community Analysis Process p. 159
• Authors' Note p. 160
• Chapter Summary p. 160
• References p. 160
• 12 Planning Information Services p. 163
• Chapter Overview p. 163
• Conceptualizing Information Services p. 163
• Functions of Information and Library Services p. 164
• Information and Library Services Functions Summary p. 173
• Levels of Service p. 173
• Putting It All Together: The Role of the Professional p. 175
• Applying Data to Service Scenarios p. 175
• Summary p. 179
• References p. 180
• 13 Issues in Implementation p. 181
• Chapter Overview p. 181
• Today's Business Environment p. 181
• Leading Change p. 183
• Implementing a System for Change p. 184
• Retaining Customers p. 186
• The Challenge Ahead p. 186
• References p. 187
• Appendix A Educational Attainment for the Six Communities p. 189
• Appendix B Brighton Businesses by Category p. 190
• Appendix C Brighton's History p. 191
• Appendix D Case Study Chronology p. 193
• Appendix E Case Study Survey Questions p. 195
• Selected Bibliography p. 197
• Index p. 201