New York University Abu Dhabi Library has developed new strategies to increase efficiency in technical services processing between units based in New York and Abu Dhabi. This case study discusses the challenges specific to the international context and the methods used to overcome them, increase speed processing, and ultimately improve patron access to materials. A key factor in successful implementation was the strategic decision made by library administration to provide the newly-hired technical services librarian with three months of cross-training in New York before permanently moving to Abu Dhabi. A specific model of communication was put into action leading to the resolution of many problems and inefficiencies. In addition, a broader study of global communication tools was conducted and resulted in best practices for other library units within the university network. This case study outlines the background, communication processes and outcomes.
This study describes the process of persona-creation in a liberal-arts university well-integrated within a global network of Geographic Information System researchers. We introduce the concept of personas as an effective user experience research methodology with potential applications to academic library services. We detail the collection of data from high-level researchers as a way to inform the library’s strategic planning and programming. We present the results of the study in the form of three personas: Rachel the Novice, A.J. the Professor, and Jean-Paul the Big-Thinker. These results are specific to our institution, but the method itself can transfer to other contexts. We note the study’s limitations in the final analysis, and make suggestions for maintaining and refining the personas to accurately represent the community of users.
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