The Awareness Disconnect of Library Service & Patrons

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Bhavana Veeravalli GD 202 DH Hill Library Services Ethnographic Resarch Catalogue

the awareness

Dis connEcT of library services & PatRons



the

ISsuE T

hrough ethnographic interviews observations and research, I’ve observed a shift in the function

of library services. They’ve expanded beyond traditional roles of preserving knowledge to spaces that foster collaboration and extension of knowledge. Despite this shift, there is a gap of between the growing reach of library

services and patrons knowledge of these resources. This catalogue works to deconstruct this disconnect.


why

liBraRies

L

ibraries play an integral role in academic lives in the United States. It may have been when a parent enrolled us in the summer reading programs or in middle and high school for research projects or

checking out popular books. If we chose to pursue a college education, academic libraries became a second home away from home for studying and technology workshops. What is interesting to note in all these scenarios is that libraries provide different roles and services to their patrons. As a result, I am interested in exploring how libraries have evolved with the needs of the

communities they serve, and how their services manifest in contemporary society.

Historically, libraries have been institutions that keep records of data and

knowledge created by others and were often the only places to have access to empirical data. In essence, they were exclusive spaces reserved for academics extending “research, teaching, and scholarly communication” (Tait, Martzoukou, Reid, 2016). However, as the United States entered a post-war period in the 1970s in tandem with emerging technologies, the collections of

libraries grew as access to information, printing, and data became more subsidized and accessible to the public.

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LiBrary HisTory

Libraries

Timeline In order to understand the current state of library services, it is necessary to understand how we got to a service based library model in the first place.

1700s With the rise of non-religious texts and literacy in the 1700s, private book clubs among wealthy men became subscription libraries. Subscription libraries were funded by membership fees or donations.

1731 Benjamin Franklin enters the picture here. I will discuss the specific historical events correspond to the current model of service based libraries.

1790 Benjamin Franklin donates a collection of books to a Massachusetts town and the town starts the board governed library lending model.

1876 American Library Association (ALA) was founded—the first & largest library professional organization in the world. The ALA expands public libraries to this day.

1883-1929 American industrialst Andrew Carnegie funded over 3,500 public libraries in the US. These libraries were available for all the public’s use and learning.

1952 Due to the efforts by the American Library Association, cataloging, acquiring new material, and collections could be shared between libraries via interlibrary loan. This made information more accessible across different places and communities.

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1962 The concept of branch libraries diffuse in the American vernacular. This made it easier for more patrons to have access to services within their location and demographic communities.

1960s-now The role of a Reference Librarian became a staple of library services. They work with patrons to help answer research questions and find materials that match their interests.

1963

Core values of libraries worked to emphasize social responsibility and serving the public. This popularized library hosted social programs.

1964-now Libraries desegregated after activist efforts of citizens like Ethel Sawyer and the NAACP. The passage of the Civil Rights Act ensured equal access to services.

1990s The onset of the World Wide Web made information more widely available in the world. This recquired libraries to be accessible in both physical & digital spaces

Present The rise of the internet has changed the way patrons interact with library services. Legislation like the Library Services and Technology Act and the Federal Communication Commission’s E-rate program provide free access to technology services and equipment.

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LiBrary HisTory

continued... continued As more people are growing up with data, digitally literate, and with technology, libraries are evolving to be spaces that allow demographics within their community to learn with a system they are familiar with to prepare them for a digitally reliant world. The onset of the World Wide Web (WWW) facilitated the shift of libraries from places that preserve knowledge to places

that encourage the creation and collaboration of knowledge. WWW introduced technology and machine learning into the library vernacular because of

how rapidly information could be accessed. This meant that people needed to be taught how to better navigate the tools and data in an increasingly online world. To meet these new demands, libraries introduced Makerspaces.

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significance of

makersPaces M

akerspaces are a place

fication, “the use of game design elements in

where people get together

non-game contexts” (Tait, Martzoukou, Reid,

to make things with a

focus on technology, robotics, laser cutting, or usage of other cutting-edge physical machinery. They are important in the context

principle to engage game-based learning to learn or teach. In fact, during the Great

Depression, libraries were known to organize

of library evolution because they focus on

puzzle contests to keep children stimulated in

creating and sharing knowledge and democ-

some capacity. What’s unique about applying

ratizing the costs of these new technologies

gamification principles in this day and age to

ie. 3D printers and their corresponding poly-

Makerspaces is that recent generations are

mers. Additionally, it allows libraries to fulfill

increasingly more adept with digital game

their promise of being an equalizing force

interfaces. Therefore, they are able to detect

for knowledge and expand the services of

systems and patterns much more easily than

libraries beyond their “traditional” roles. The

previous generations simply due to exposure.

primary means of doing this is through gami-

Sewing Machines used by Makerspace Users

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2016). Libraries are no strangers to using this


MakERspaCEs

Something that will happen is everybody who plays Dungeons and Dragons, they’ll 3D print stuff. *Key: indicates the types of behaviors that are described in the interview and in the space in discussion.

A

Activities

E

Environments

I

Malaka Friedman

Makerspace Informant Interview Excerpt Conducted by Megan Brown

Could you start by introducing yourself and what you do here at the library? M: So my name is Malaka Friedman, I am the U

E

I

Users

O

is the communication and the English department, as well as others. Kind of reaching out to some to see how we can help with certain classes, do collaborations, things of that nature. A lot of it is also teaching a lot of the workshops, helping to train staff; I also do a student-led workshop series. And I also just do, like random outreach events.

Could you elaborate a little bit more on how the different outreach programs reach out to students?

I

M: I think a big part of it is because MakerA

O

of have like a system in place for reaching out to Makerspace. So one of them is engineering, they have their first year engineering project. So oftentimes, when they do that, we go over and collaborate, then we contact whoever’s in charge about that, talk to them about it, because oftentimes, Iwhen they’re doing that competition, they will use our sources. If those spaces are wanting their students, particularly to use our resources we can think of, hey, why don’t we do drop in hours? Why don’t we set up connections with certain things? We’ll drop into zoom classes all the time. So we’ll be, like, invited there. Sometimes we’ll physically go into classes, sometimes we’ll have students come here.

How do you reach out more to students who see the spaces, but they don’t necessarily have a class that needs them to be in this space? M: Sometimes it’s like tabling events, like I’m sure, you both have seen the tables with the

libraries, and they’ll be out and about. Sometimes it’s starting with instructors or departments, first and foremost. So that’s kind of like the first step is talking to instructors and departments that we feel like could be a collaboration. And that also helps in a lot of different ways, even if like a teacher decides not to do an entire project that’s revolved around the Makerspace. Sometimes they will still direct students my way. There are times that if we can try to... if we’re trying to promote something, we will reach out to what we think might be an applicable group. So something that will happen is everybody who plays like Dungeons and Dragons, they’ll 3d print stuff. And so we’ll have like a whole campaign come in, like their entire party will come in and print at once.

Could you kind of talk about the challenges, like the Makerspace, has faced during COVID and how y’all have combated that?

M: There are certain classes that already kind E

U

U

M: It’s outreach both to my department, which A

U

Objects

I

So, what are some ways that you use your position to help further educate students?

Interactions

O

Graduate Extension assistant for the Hill Library Makerspace. I am also a PhD candidate in the Communication, Rhetoric, and Digital Media PhD program.

A

space is such an in person space, it was all of a sudden, how do you still help students? How do you still have classes or just anyone in NC State’s community when they can’t physically be in the space? But one of the things that we did was... that was when the Twitch channel started up and running. And that helped a lot, because we could have staff in the space, and they were kind of filming what they were doing. And sometimes we would do that as a series. Another thing that we started and we actually got a grant for doing was creating kits for workshops. So it was one of those, we can’t have workshops in the space, but can we send stuff to people? It was a lot of trying to reimagine how this space should function, how it should look.

How do you try to change the narrative of a library from being a space just to study to a space of active growth and creativity? M: I think the big thing that kind of helps I

with the Makerspace is that it feels like a very different space. I think sometimes people feel intimidated, like they can’t come in here because they see this and they think it’s like some kind of lab.

3D Printer in use for Student Engineering Project

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Music Booth in Digital Media Lab at DH Hill Library

Sustainable [media] means encouraging people to understand they are welcome to do it...[and] it’s worth practicing.

Jason Evans Groth Digital Media Lab Informant Interview Excerpt Conducted by Bhavana Veeravalli

A

Activities

J: So I’m Jason Evans Groth. I’m the Digital A

I

U

Media librarian for the learning spaces and services department at NC State University Libraries, which means that for our two main libraries, DH Hill and James B hunt Jr., I help manage services that include consultation services to help people learn how to make media or fix media or get inspired by media. So I help manage consultation services for that. I help manage the workshops that go along with that. I work with faculty to help their classes, figure out how to make sustainable media projects, and then support those classrooms.

E

Environments

I

Interactions

O

Objects

You mentioned this idea of sustainable media. Can you elaborate more about that?

U

Users

J: So I think it’s an idea that everybody knows

E O

O

A

I

that they have access to make media, if they’re interested in doing it. Many of us have social media accounts that we’ve been making media on for years. So if you’re tweeting, then you’re publishing, if you’re using Instagram, then it’s possible that you’ve thought of framing. You’ve definitely thought of contextualizing with captions. If you’re using reels or TikTok, then maybe you’re even into editing. But in general, like sustainable media, to me is understanding that you can tell a lot of a story using…using media and having access to that. Sustainability means encouraging people to understand that they’re welcome to do it, that it takes practice to get better at it, that it’s worth practicing because of how it can convey stories and meaning to other people, and that it’s fun.

I can hear a strong sense of empowerment coming through to understand the media we have access to.

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Can you tell me more about how you are facilitating that sense of growth and exploration in undergraduate students?

Can you introduce yourself and tell us about what you do here at DH Hill?

*Key: indicates types of behaviors described in the interview and in the space in discussion.

J: That’s the biggest challenge. So when I A

I

U

E

get invited to talk to classes, I’m suddenly just this guy who’s there talking about something that maybe people already have an opinion about. You know media is political, and I think about this a lot. I was a young white boy from the Midwest, from a Christian family and was encouraged a lot to do whatever and told that I could be good at it. That’s not everybody’s experience. Recognizing that, especially people like me, who come from that background, I think is the first step in understanding how to use whatever privilege we had to help other people understand that, that is actually a privilege that should be extended to everybody but isn’t actually usually. Because I was given support when I was very young to make media early. And it changed the way I thought about things. This is not hyperbolic, if I had not been given that support, I probably would have never gone into professional music-making. I would have never traveled the world the way I got to. I would have never met the people I got to meet. I would have not had the life experience, education I got because I was able to especially travel all over for music if I hadn’t felt welcome to make media. The libraries in general are very focused on experiential learning and showcasing the work of the people who make work here, especially students. We think that if we can help people to realize that they’re already media makers. If they are Instagram users, TikTok admirers, or have ever recorded their voices and told a story on tape, all of those things are the same as what they experience from people who they look up to as media makers.


DigItaL mEDia LaBS Video Editing Studio in Digital Media Lab at DH Hill Library

new tech &

DigiTaL meDia LaBs I

n a similar vein, one needs to ask why it

number of libraries are incorporating spaces

is the responsibility of libraries to change

such as Makerspaces, but also Digital

with the demographic needs of the com-

munity. Joseph Thompson, former president of References and User Services Associa-

Media Labs (spaces that teach and allow patrons to use the newest technology) because it gives people the opportunity to

tion, a division within the American Library

be exposed to this technology they might

Association, explains that libraries are one of

not otherwise have an opportunity to. These

the few public spaces that all people have

public resources have tangible benefits seen

access to regardless of their background.

in the way small businesses and entrepre-

Because of this, libraries inherently take

neurs are able to use these technologies

on a give-the-people-what-they-need service-based philosophy because the context

at no cost to them to start up their brand,

the way that young people are able to exper-

demands it. Libraries have the unique ability

iment with technology leading them into

to work at different scopes—rural, subur-

STEAM careers, and most obviously, with the

ban, urban, collegiate spaces—that posi-

popularity of this service-based library model.

tions them to simultaneously foster long-term

The onset of the WWW made the information

relationships and provide equal access to

world increasingly difficult to decipher, but

hardware, software, and education services

these library services have become essential

to different demographics as needed. That

in providing the toolbox needed to navigate

is why, Thompson explains, an increasing

this world with support and ease.

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VR Headset & Controllers from Virtual Reality Studio

My focus...[is to] emphasize the fact that the libraries are a shared competitive advantage for every student.

Colin Keenan

NC State University Library VR Specialist Informant Interview Excerpt Conducted by Megan Brown

Could you introduce yourself a little bit and tell us about what you do at Hill?

*Key: indicates types of behaviors described in the interview and in the space in discussion.

A E

Activities

U A

EI

Environments

I

Interactions

O

Objects Users

EI

I U O

O E

U

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C: Yeah, my name is Colin Patrick Keenan. I

am a staff member with the NC State University Libraries. I’ve been a staff member since the fall of 2018. My focus at the libraries, as the focus for most of our staff members, is to heighten user experiences and really emphasize the fact that the libraries are a shared competitive advantage for every student and staff member at the University.

C: Yeah, so the virtual reality studio at DH A

EI

I U O

O

U

Could you tell us a little bit more about some specific ways you’ve used your job to help further educate students at NC State? A

U

Could you elaborate more on, like, the VR space? Could you kind of explain how it’s being used and how students are using the space?

C: So as a library specialist, my focus is on

virtual reality, kind of more as a learning tool set rather than as a technical tool set, So we are interested in that field, in the same way, we’re interested in a lot of the topics that live within our MakerSpace and our digital media spaces. The idea that these are current skills for nearly everyone entering the workspace in one capacity or another, we’re ready for 3d computing, really and spatially aware computing to join that portfolio of skills that a collegiate graduate will be expected to have some familiarity with. And bringing those up to speed at the university is really what my position is tasked with. So we maintain that space as well as a small footprint within Hunt library for virtual reality, a 3D scanning studio at DH Hill Jr Library, the new Visualization Studio 360 degree projection space, as well as the Innovation Studio and to some extent, the Digital Media Labs and the Makerspace are all immersive reality spaces. So I have a hand in all of that portfolio, as well as the tech lending, which really undergirds a lot of our technical services across the library.

Hill Junior Library is about 600 square feet of student and staff focused space. The large ambition there is to put graphics and computer processing power in the hands of users in a way that we could not stock every single computer workstation across the libraries with that level of performance. We’re very responsive to how users might have needs and in a time between specific reservations or are specific needs, we make the workstations available for reservation to anyone associated with the university at any level.

How do you make it more comfortable to reach out and go to workshops and make it easier for students to like…get those resources? C: So we have a large plurality of users who A

EI

I U O

O

think of themselves as dedicated library users think of themselves as library people, but don’t go in the building more than twice a semester. And it’s because they use their... the website as their branch. And so that’s something that our programming department has a major hand in, how that presents creating new types of web presence that might be reaching out to people who have been previously excluded from these kinds of spaces. We have two main campus libraries, but we do not have a single main campus library. So all of our users across, depending on, regardless of which of those two libraries they prefer to use, or find themselves that more often, they’re going to our main campus library.


AdDitIOnaL INforManT InTErViewEs

Anne Burke

Associate Head of Learning Spaces and Services Department Informant Interview Excerpt Conducted by Bhavana Veeravalli

Can you please tell us about yourself, what you do at DH Hill, and how you got to the position that you’re at? A

I U

E

A: So my name is Anne Burke and my title is

Associate Head of the Learning Spaces and Services Department. The Learning Spaces and Services Department is part of the Student Success Division within the library. So, we have primary responsibility for the teaching and learning spaces in the library. So that would be our learning lab, but also like our experiential learning spaces, we count as the Makerspace, the virtual reality studio, the Innovation Studio, and the digital media lab, and also the Digital Media Studios over at Hunt library. And all of the ways that we help students learn to use those spaces through workshops, consultations, and do a lot of teaching to or undergraduate classes like English 101, COMM 110, introducing students to that first library research assignment that they might have to conquer.

I often feel and observe when we’re talking to other students that there’s a disconnect between their understanding of the services that are available, and what they actually use DH Hill as a space for. Can you tell me more about how you guys are working to bridge that gap? A: Yeah, you’ve hit on a challenge that we

often struggle with. One program we have that, it’s in its third year, is the Personal Librarian

O

A

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E

Program. So every student gets contacted by a librarian by email, personally in their first week or two of the semester. And we just introduce ourselves and include a personal link for students to be able to make an appointment with us. It used to be in person; now it’s on Zoom. And honestly, it works so much better on Zoom. So we’re again moving that to kind of a consultation model, so that students can get that person little attention, deal with their specific question instead of kind of sitting in a session and hoping that the information that you need is dropped somewhere.

But one of the questions that I really wanted to ask you before we wrap up is, how are you all in the library services team trying to change the narrative of libraries being a place only for studying but a place also to extend knowledge and extend areas of curiosity? A: Yeah, I think that’s something we’re very A

I

U O

E

interested in. We subscribe to things like LinkedIn learning, which used to be lynda.com, for people to just learn on their own. There’s this thing you want to learn, you want to figure out how to do something in Photoshop or, um and you can just learn on your own that way, our again, our Makerspace and our Digital Media Studio, we have spaces for people to be creative. And it’s not always curricular, sometimes it’s curricular adjacent and sometimes it’s just working on a hobby. And I think that’s… that’s a great place for students to learn.

We have a primary responsibility for the teaching and learning spaces in the library. Interactive Table at the Innovation Lab DH Hill Library

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91% of Americans ages 16 and older say public libraries are important...but only 22% know about most or all of the services they provide.

servi ser vices ces & patron

RelaTiOns W

ith all this exploration

services they provide. There seems to be a

of libraries integrating

large disconnect between the robust services

more technology into

and vital work that libraries provide for their

their spaces, one would think that patrons

communities and patrons knowing what ser-

would be rushing to take advantage of these

vices are available to them. This disconnect

services. However, this doesn’t seem to be

needs to be explored because while the Pew

the case according to the Pew Research

Research Center concluded overall that the

Center. They conducted a series of studies

majority of their findings from their survey

to evaluate the roles and perceptions that

suggests that Americans value an integrated

Americans have about libraries and their ser-

library service model that balances both tradi-

vices. Something worth noting in their find-

tional and technological services, many don’t

ings is that while “91% of Americans ages 16

use the technical services to their full poten-

and older say public libraries are important

tial. It begs the question as to how libraries

to their communities, and 76% say libraries

can be more integrated into individuals’ lives

are important to them and their families,”

and the means by which they can do so.

but only 22% know about most or all of the 14


SeRvicEs & PatRons

Innovation Lab Empty Despite All Day Access (same photo taken at 10am and 1:30pm.

Digital Medi Labs predominantly open with some computers used by NC State Students

Virtual Reality Labs predominantly empty except for instructional use and game design meetings

Makerspace is predominantly open and used for engineering courses and some personal works

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looking

ahEad

L

ibraries are here to stay. Much like civilizations, they constantly change with the developments of their time.

What will be fascinating to see is how their traditional structures and schemas change to a fast-paced digital world that is churning out new technologies and demands for communities to master, and if these public institutions will be equipped to deal with these demands to help serve their communities.




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