Facilitating Library Services with an E-Learning Partnership

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Facilitating Library Services with an
E
-
Learning Partnership

Paul Catherall

E
-
Learning Librarian

University of Liverpool

p.catherall@liv.ac.uk

Brief History of the Online Programmes


Partnership 1999 (KIT eLearning) approx 200 IT students.


Headquarters
-

Amsterdam, the Netherlands.


Brand
-

“Laureate Online Education”.


2009
-

Public Health, Computer Science, Business and Management,
Clinical Research.


2010
-

Law, Psychology, Education, Forensics.


2011
-

Doctorates EdD (education), DBA (management).


Approx 10,000 students worldwide (2015 projection 20,400).


http://www.uol.ohecampus.com

Laureate International Universities


For
-
profit company founded in 1998.


Operate around 50 campuses / online campuses worldwide.


User base around a million students.


Programmes include non
-
degree courses and doctoral studies.


Subjects from hospitality to bespoke courses.


Bill Clinton Honorary Chancellor of LIU.


Headquarters


Baltimore Maryland, USA.


Unique “branding” within each partner institution “Laureate Online
Education” (University of Liverpool based degrees).


http://www.laureate.net



Academic Model


Modules and Programmes largely developed and delivered by Laureate.


Academic oversight and quality assurance by University of Liverpool.


QAA regulations and University structures.


Online instructors recognised teachers of the University.


Programme Directors of Study (On/ Off
-

Campus).


Academic Coordinators for each subject.


Module Managers for each module.


Instructors for each module.


Student Support Manager for each student.


Approx 200 online instructors worldwide.

Pedagogy


Asynchronous learning style using Blackboard Virtual Learning
Environment (VLE) hosted by Laureate


Several Discussion Questions (DQs) per week


Approx 20 students per class


Expected involvement: 15
-
20 hours/week


Orientation course (2 weeks)


Approx 8 modules + Dissertation/ Thesis


Each seminar includes an online lecture & associated learning
materials followed by discussion


Outside experience of students brought in to help others

Current Programmes

Management MSc

MSc in Corporate Finance

MSc in Global Marketing

MSc in Global Human Resource Management

MSc in International Accounting & Finance

MSc in International Accounting & Finance

(General)

MSc in International Accounting & Finance

(Emerging markets)

MSc in International Accounting & Finance

(International Financial Reporting)

MSc in International Accounting & Finance

(Strategic Finance Practice)

MSc in International Management

MSc in International Management

(General)

MSc in International Management

(Oil & Gas)

MSc in International Management

(Management of Health Systems)

MSc in Operations and Supply Chain Management

MSc in Operations and Supply Chain Management

(General)

MSc in Operations & Supply Chain Management

(Oil & Gas)

MSc in Operations & Supply Chain Management

(Procurement & Sourcing)

MSc in Project Management

MSc in Project Management

(General)

MSc in Project Management

(Construction & Infrastructure)

MSc in Project Management

(Oil & Gas)

Doctorates

Doctor of Business Administration

Doctor of Education


Higher Education

Information Technology

Choose the Right IT programme

MSc in Computer Security

MSc in Information System Management

MSc in Information Technology

MSc in Internet Systems

MSc in Information Systems and Technology

MSc in Software Engineering

Health

MSc in Clinical Research

Master of Public Health

Master of Public Health

(Epidemiology)

Master of Public Health

(Management of Health Systems)

Master of Public Health

(International Public Health)

Law

LLM in International Business Law

LLM in International Finance & Banking Law

LLM in Technology & Intellectual Property Law

Psychology

MSc in Applied Psychology

MSc in Forensic Psychology & Criminal Investigation

Management MBA

MBA

MBA (Business in Emerging Markets)

MBA (Entrepreneurship)

MBA (Finance & Accounting)

MBA (International Business)

MBA (Leadership)

MBA (Marketing)

Programmes Distribution

Management

66%

Lifelong
Learning

1%

Law

4%

Computing

16%

Health

11%

Psychology

2%

Management
Lifelong
Learning
Law
Computing
Health
Psychology
Student Characteristics


Targeted at working professionals.



Over 160 countries.


Mature students


average age 37.


Most work full time.


Average 15 years work experience.


Often pay full fee themselves, some sponsored by company/
organisation.


50% based in UK time zone.


Approx 20% Americas, 30% Europe, 25% Africa.


Student Demographics


50% based in UK time zone.


Approx 20% Americas, 30% Europe, 25% Africa.


Programmes Demographics (MSc Supply Chain Mgt.)

Other (39 Countries with
less than 2 Students)

21%

BAHRAIN

2%

BELGIUM

2%

FRANCE

2%

JAMAICA

2%

KENYA

2%

SOUTH AFRICA

2%

SWITZERLAND

2%

CANADA

2%

GERMANY

2%

KUWAIT

2%

QATAR

2%

RUSSIAN FEDERATION

2%

SINGAPORE

3%

UNITED ARAB EMIRATES

5%

UNITED STATES

5%

SAUDI ARABIA

6%

UK

13%

NIGERIA

25%

Laureate’s Managed Learning Environment

Blackboard


Programme documents


Discussions etc.


Virtual Campus (staff only)


Student management


Grades/ Attainment etc.


My OHE Campus


Email


Notice boards


Administration, grades


Student handbook


Module information


Financial status

University Services


IT Helpdesk (mostly password reset issues).


University Email.


Web Based Applications.


Student Records (SAS).


Careers service.


Guild of Students.


Alumni services / Emerald E
-
Journals.


Graduation / Alumni Network.

Library Services


Online subscriptions:


E
-
Books / E
-
Journals


Newspapers / reference resources,


Data and reports / markets and companies


Theses and dissertations


Bibliographic databases


Standards and patents / technical specifications


Legal cases/ materials/ legislation


Enquiry/support services (chat, phone, Skype etc.).


Referencing / Referencing software support (Harvard, APA, OSCOLA).


Literature review/ systematic review.


Consultations/ training via Skype/ phone.


Guidelines, video, interactive resources.


Library Training Module / Induction process.


Services for online
-
focused staff (E
-
Book issues, direct linking, module
integration, programmes development, induction modules, unavailable items etc.


Research skills (systematic review, research texts, journal/author impact,
researcher skills etc.).


Alumni advice.


News / systems alerts.


Technical support (Web based applications, browser issues, database issues,
personalisation etc.).

Library Systems/ Technologies


SFX / OpenURL linking platform.


Wide range of subscriptions for aggregated platforms, individual online
E
-
Journals, E
-
Book publishers/ providers etc.


From early 2000s used MetaLib federated search platform, followed by
experiments using Serial Solutions (Summon), then EBSCO Discovery
(current multi
-
source platform).


Library Catalogue (Millennium) for on
-
campus and online resources (all
E
-
Journals, E
-
Books listed).


Some Shibboleth / UK Federation authentication.


Off
-
Campus access provided by Ezproxy (OCLC).


EBSCO Discovery now provides multi
-
source search aggregator.

SFX / OpenURL

Library Catalogue

EZProxy

Discover (EBSCO Discovery)

Communications


Contact/ Web forms.


IT Support email
-

helpdesk@liv.ac.uk


Library email
-

onlinelibrarian@liverpool.ac.uk (or olib)


Laureate system details (PDF guideline).


News on home page.


Question Point enquiries.


RSS, Twitter.


Student bulletin.


Staff Information VOCAL site.


Automatic email response.


Skype/ Skype phone, Live, Yahoo etc.


Online committees.


Staff
-
Student forums (phone and online).


24/7 ‘Norman’ support (Northumbria University based enquiry desk).

The User Experience

Communications


Few opportunities to meet the students or staff ‘face to face’.


Almost all liaison and support is online or by telephone.


Cultural and language differences.


Registration & Technical Issues


Registration issues, password issues (expire every 90 days).


Login via Website required every time they use Library.


Technical issues (browser/ computer/ security/ firewall issues).


Some countries have poor bandwidth and Internet downtime or firewall
restrictions.


Academic Issues


Encouraging evaluation of information.


Copyright issues (e.g. re
-
use of material in VLE, sharing articles).


Referencing issues (e.g. specialist Law reference format).


Information Literacy


Searching & locating E
-
resources, reports/ data etc.


Referencing issues/ systems.


Web Site / Web Resources Evolution


Used mainstream University Library Web site in early 2000s.


Separation of Web sites around 2001.


Reliance on a handful of early E
-
Book and E
-
Journal subscriptions
(Ebrary, Emerald etc.).


Access provided via individual collections.


Use of systems designed for on
-
campus use such as Library Catalogue /
MetaLib.


Poor filtering for online Vs. on
-
campus results.


MetaLib system issues


low bandwidth problems, complex/ unintuitive
series of linking pages/icons.


Reliance on many guidelines/ workarounds and deep knowledge of
bibliographic systems for online use, requiring fairly long information
literacy handbooks etc.

Web site early 2000s

MetaLib

Modified Web site 2009

Web site 2009 V.1

Web Site 2009 v.2

Web site early 2010


late 2011

2011 Adoption of ‘LibGuides’


Springshare product widely adopted across the Library sector
http://www.springshare.com



Provides remotely hosted Web site solution.


Traditional Content Management System functionality.


Design focused on needs of Libraries.


Wider ‘Campus Guides’ platform now developed.


Little user training required.


Fulfilled need to create ‘guides’ without regular Web editing access
possible for Library staff.


Wide range of Web 2.0 and added feature integration (many
additional Springshare components possible
-

calendars, Web stats,
enquiry system).


We have since also adopted the use of ‘LibAnswers’ as a centralised
enquiry platform for the Library.


Online Veterinary Science CPD


Approached by Veterinary school Summer 2011.


Approx 200 students mostly in Europe.


Explored various options to provide an ‘online library’ experience.


Coincided with review of LibGuides for use in Laureate based
programmes.


Coincided with Library strategy for sharing and re
-
use of materials.


Inter
-
disciplinary, purely online
-
focused techniques already used
for online programmes support.


Potential future uses of the site for online programmes.


Opportunity to develop new ‘online programmes’ site in
LibAnswers.


Opportunity to adapt the ‘Laureate’ based resources within a wider
‘online programmes’ framework for future non
-
Laureate
developments.

Online Programmes LibGuide late 2011
-

Present

LibGuide Features


Migrated from conventional Web site during early 2012.


Integrated login using Ezproxy.


Discover box with basic filters on
-
screen.


Integrated search boxes.


Go to an article...


Systems Alerts (twitter/ RSS).


Highlight of ‘tools’ (referencing applications, Web apps, link builder, email,
password reset).


Training index with multimedia area.


Librarian/Helpdesk available info.


Perma links using system developed in CSD.


Training Module.


Revised generic approach to user types/ provider.


Guides re
-
worked to provide widest possible user base for re
-
user in
topical/subject LibGuides.


Staff area (guides, tools, link to ‘Online Degrees’ VOCAL in development.


Some integration across other LibGuides (forthcoming).

Use of Search Box Integration in the Online
Programme LibGuide


Some use of supported integration /APIs, some ‘hand crafted’
search integration.


Use of customised search limiters to limit results to subscribed
content in most cases.


Some optional checkboxes e.g. Discover for user preferences.


Need to retain path to results as intended by providers to display
license screens etc. e.g. WestLaw using supported results display
wherever available.


Attempt to reduce need for complex navigation.


Provision of multiple tiers/ options for search
-
ability.

Search box integration

Additional Site Adaptations


Integrated Login


Out of Office and 24/7 Notification


Link Builder


DRM (digital rights managed) Filters


Persistent Linking Platform

(developed with Computing Services)


Twitter/ RSS news integration

Support Resources


Major revision of all training resources in 2011 to support online
programmes generally.


‘Library Training Module’ revised to provide a more user
-
led approach
integrating with video/ interactive resources.


Provision of shared content between training module and general
index of self
-
help guides (removal of duplication).


Adaptation of resources for use generally within the Library for
linking/ sharing across other areas of the LibGuides project/ Library
Web site.


Use of Video/ interactive resources created using the Xerte learning
objects system trialled in partnership with the Library Systems team,
then adopted by core IT services.


Liaison with academic liaison library teams to develop new suite of
learning resources collaboratively for online programmes and on
-
campus use.

Library Training Module


Permissive and mandatory elements.


Library Exercises / quizzes in induction modules.


Self
-
led, integrated with student readiness etc.


From fundamentals to research skills.


Longitudal training resource.


Fully integrated with training content (no duplication).


Coverage:


Library Foundations


Searching for E
-
Resources


Referencing & Plagiarism


Subject Information


Study & Research Skills

Library Training Module

Guideline Index (PDFs/ Word)

Multimedia Resources

Research Support (Training Module)

Research Support (Guidelines)

Using Xerte to support Online Programmes

Referencing LibGuide

Library Support Resources

Mobile Devices/ Support

LibAnswers


Integrated enquiry management system for LibGuides.


Provides a self
-
help Question and Answer interface.


Allows embedding of ‘questions’ within the knowledge base to
provide further generic answers for other students.


Capacity for managing/ alerting specialist staff for dealing with
enquiries.


Some integration with other institutional enquiry systems (e.g. RMS
used in Computing Services).


Potential for closer integration for online programmes enquiries.

LibAnswers

Enquiry Statistics 2011

MWS Reg

7.1%

MWS Login

19.1%

Browser/ Client Problem

1.6%

Search
Technical
Problem

9.0%

Retrieval
Support

44.0%

Search Personal
-

isation

0.8%

Citation Software

2.2%

Writing Style

0.3%

Staff Library Account:
Request

0.0%

Web Based Applications

5.2%

Referencing

4.1%

Other Issue

3.6%

Non
-
Laureate Enquiry

3.0%

Type:
Email

75%

Type:
Phone

12%

Type:
Chat

13%

2011 Totals Enquiry
Channels

Out of
Hours

70%

Office
Hours

30%

2011 Totals Out of Hours/ Office
Hours

Enquiry Trends


40% decline during 2010
-
2011.


Similar reduction in enquires 2009


2010.


Fewer login and support requests (192 login support enquires in
2010 and 118 in 2011).


Fewer requests for unsubscribed materials (40 item requests in
2010 and 28 in 2011).


Balance of most enquiry types has remained fairly constant since
2010.


Areas which have seen a rise include:


help using citation software.


dealing with technical problems within specific platforms.


advice on personalisation and bookmarking.



Library Needs of Online Users Survey


1380 entries 13% Health, 17% IT, 5% law, 58% Business, 2%
Psychology, 3% Education.


79% access to high speed broadband, 20.9% use modem or low speed
internet.


71% primarily undertake their search for resources using the Library.


29.2% very satisfied, 57% adequately satisfied, 13.7% not satisfied


34% very confident, 48.8% generally confident and 17% were not
confident.


64% indicated they used the Library Web site for online programmes to
identify authoritative sources.


348 open ended comments, categorised as:



Password expiry and self
-
registration problems.


Usable search interface.


Dissatisfaction with multiple platforms.


Integrated/ personalised Library.


Digital Rights Management.


Unavailable E
-
Resources.


Specialist resources e.g. Legal cases.


Desire for a simpler Web site layout.






Web Trends

Usage of the site rose by 170% from 38,936 visits Jan
-
Feb 2010 to 105,289 visits in
the same period 2011. We now have around 3000 unique visits per day.





Nigeria accounts for the highest levels of site usage in 2011 comprising 13,775 visits
out of 105,289, the UK accounted for 11,883 and US accounted to 6,790. Visits in
2012 are now approx double these figures.












Web Statistics


85.3%‘returning visitors’ i.e. regular users.


Around 75,000 non
-
unique visits per day.


Site visitors spend an average of 2 minutes using the site and access
approximately 2 pages per visit.


The majority of users based in large urban conurbations are located
in Africa or the Middle East, with the Nigerian city of Lagos
representing 7.15% of all visits:



Web Statistics: Technology


85.49% use Windows, 12.83% Macintosh, 0.83% iPad, 0.61% use Linux


The majority of users have a higher screen resolution monitor


Mobile devices represent less than 1% of operating systems accessing site

Recent Developments at Laureate


Development of Moodle VLE replacing Blackboard scheduled for 2014.


New student records platform using SITS replacing ‘Virtual Campus’.


Forthcoming Laureate based social network using bespoke system.


Use of audio feedback for discussion questions.


Expansion of doctoral programmes from pilots in 2010.


Implementation of new forensics and clinical psychology programme.


Revised ‘Centre for student success’
http://uol.ohecampus.com



Development of E
-
Learning Librarian Role


Initially focused almost entirely on Laureate partnership issues i.e.
online enquiries.


Much time previously expended on student issues accessing e
-
resources via MetaLib etc.


2009
-
10 mostly focused on developing Web site.


Post 2010 engaged in selecting/ evaluating E
-
Learning technologies
for use in the Library.


Continued E
-
Learning technologist role / liaison with Computing
Services, Lifelong Learning depts.


E
-
Learning Priority Working groups to develop new Web content/
resources.


Review and re
-
development of “Laureate” resources/ materials for
generic “Online Programmes” focus and wider integration of role/
outputs across the Library.

Future Directions


Further integration with new topical LibGuides (Referencing,
Research support, Databases etc.).


Integration with new mobile devices and Library Support Resources
LibGuide.


Further development of ‘multimedia’ area.


Further integration of online tutorials with topical LibGuides.


Sharing resources using JORUM/ Xpert (Xerte repository).


Marketing Library support for online programmes more widely
across the University.


Adoption of ‘LibAnswers’ for online user enquiries.


Wish List


Integrated Laureate / UoL Login.


Rationalised enquiries.


Better ‘Ezproxy’, ‘MWS’ interfaces and documentation.


Further Information


Library LibGuide/ Web site for Online Programmes
http://libguides.liv.ac.uk/onlineprogrammes




Library Support Resources
(under consultation only)
:
http://libguides.liv.ac.uk/library
-
support
-
resources




Library Mobile Devices LibGuide
(under consultation only)
:
http://libguides.liv.ac.uk/mobile




Laureate Education
http://www.laureate.net




Paul Catherall

E
-
Learning Librarian

University of Liverpool

p.catherall@liv.ac.uk