Assessing Information Needs: Managing

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.

Robert J. Grover, PhD, is retired associate vice president for academic affairs at Emporia State University, Emporia, KS, and former dean and professor in the School of Library and Information Management. His PhD in library and information science is from Indiana University. Dr. Grover coedited The Handy 5: Planning and Assessing Integrated Information Skills Instruction and coauthored Introduction to the Library and Information Professions. His awards include Association for Library and Information Science Education Outstanding Teaching award, the American Library Association Beta Phi Mu International Library and Information Science Honorary Society, Pi Lambda Theta Education Honorary Society, Phi Kappa Phi, and Phi Eta Sigma. Roger C. Greer, PhD, is dean emeritus of the School of Library and Information Management, University of Southern California, Los Angeles, CA, and professor emeritus at Emporia State University, Emporia, KS. He is former dean and professor at Syracuse University. His PhD in library and information science was earned at Rutgers University. Dr. Greer recently coauthored Introduction to the Library and Information Professions with Robert Grover and Susan Fowler. He has conducted more than 120 workshops on community analysis. Among his awards are Rutgers University School of Communication, Information, and Library Science Alumnus of the Year Award, 1987 and Emporia State University Roe R. Cross Distinguished Professor Award. John Agada, PhD, is director of the Department of Library, Information, and Media Studies (LIMS), Chicago State University, Chicago, IL. Previously, he was on the faculties at Ahmadu Bello University, Nigeria, University of Wisconsin-Milwaukee, and Emporia State University. He earned his BLS and MEd from Ahmadu Bello University and his PhD from the University of Pittsburgh. Dr. Agada's research has focused on psychology of information use and attributes of library and information professionals. An accomplished scholar with numerous publications to his credit, Dr. Agada has also designed and managed several grant-funded projects on community analysis and information services design for under-served populations and the education of minority and international LIS professionals. A frequent visitor to Africa, where he consults for several LIS institutions and organizations, Dr. Agada resides in Chicago with his family.

Acknowledgments	p. xi
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
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
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
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
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
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
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
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
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
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
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
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
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
Educational Attainment for the Six Communities	p. 189
Brighton Businesses by Category	p. 190
Brighton's History	p. 191
Case Study Chronology	p. 193
Case Study Survey Questions	p. 195
Selected Bibliography	p. 197
Index	p. 201
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Assessing Information Needs: Managing Transformative Library Services

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