The Outreach/In-reach Project

I led a #medlibs Twitter discussion last night. It's on a topic I'm fairly interested in as I'd like to develop a class for librarians on Outreach and In-reach.

The entire transcript from that discussion can be found here: http://bit.ly/1hQT0zK. Here's what came out of the discussion that may help me frame the class better:

Here are the questions that came up as well as some of the responses:

What's preventing you from getting outside of the physical library and meeting your patrons in their environment?

• Most of ours happens through our liaison program, but lots of librarians need more push.
• It's the how to get the "in" - don't want to show up uninvited, but don't know how to get themselves invited.
• If spending all day handling article requests, when do you reach out?
• If we're busy in the library, why leave? But think of all the unreached potential!
• I have the problem of geography: we're a 5 hospital system , yet I am "the" library staff.
• Expectation is that they come to me electronically (which is foolish).
• I was thinking that in my world, I'd be at the wrong hospital when most needed at another. Virtual works for that.

What do you do to get your "in" with a group or person?

• Instead of trying to sell/pitch what we can do, she has been asking for time with key people to learn more about their environment.
• Schedule a meeting to "learn more about what they do..." And they love to talk about themselves.
• The key is that gentle suggestion of what we can do.
• I also like to sell systematic reviews assistance - because clinicians think about that but don't know where to start.
• re: explaining how we can help, I love to pull out our local information management competencies
• I think learning their language can help them understand the importance of what #medlibs can do.
• It takes awhile to learn the language a particular group uses. But it's also imperative to spin it back to the language you're familiar.
• People are probably more comfortable talking about what they do. Gives us the opportunity to selectively mention how we can help.
• I think if we can reference things they understand, then things click for them. Big time.
• I show a list of things the library wants their students/residents to know in terms of "competencies".
• I find our competencies a great piece for starting conversations, or to introduce at the right time. Others don't find this so easy.

What steps do you use when making inroads to inreach/outreach?

• Having a good hook is good. Made a few contacts with informationist grant. Announcing a new resource is also good.
• My big hook is our competencies, and systematic reviews, and do you REALLY know how to search? Because I do...
• Don't discount newsletter. I've had calls from my job being announced in the latest to faculty.
• We were talking about marking within the library today using the hook of your search vs. our search.
• Best thing so far was being a part of the EBP committee
• After finding out faculty needs, finding common ground with my expertise. ex. info lit.
• I teach a session that way, finding common ground with my expertise - ex. info lit, ebp.
• Committee work is good. I didn't think one was worth it, but now I realize it is.
• Being on IRB has definitely changed perceptions about my understanding of faculty research.
• Not too hard, fair amount of listening - but similar job reqs (service, scholarship, etc.) btw fac + us helped.
• For searching, have 1 desperate fac get a "go find more articles" for a review AND you strike gold = user4life.

What 'help' do you feel is needed in performing outreach for new #medlibs or those who've never done it before?

• One of the things we try to do is introduce new liaisons to key stakeholders, who we know are library friendly and helpful.
• We need to hire people with outgoing personalities if this is what is expected. Librarianship has officially changed.
• Review the work being done by those you want to talk with. Put your extrovert hat on, at least for events.
• Either that or at least those who are willing to step out of their comfort zone.
• In my case, reviewing NSG or allied health ed lit is part of my process.
• For some, another avenue to pursue.

With all the outreach/in-reach you're doing, how do you evaluate success?

• This is hard and critical!
• AAHSL has us counting transactions still... what other measures do we have?
• After you've done the work, you have to share it with administration and show value of impact.
• Repeat requests, new individuals asking for help, new opportunities/projects that arise from efforts.
• What we are interested in is connecting our users with the info they need. It's hard to quantify.
• Ours are "staying away in droves", too, except as an "internet café". Most library use is DIY or remote.
• Letters, emails from individuals, grants, and/or projects worked on, committee work within school/hospital.
• You're telling a story which helps, but would admin read all of that? or is it like a report to Congress that isn't really read?
• When we do some programs, we spend money on graphic design & send snail mail. With less snail mail, people pay more attention.
• "Value" is a key question. And one we may be faced with at any time. We need answers for that.
• I think report the highlights, those things that best meet needs of groups served.
• Not sure it can always be a number as every group is different, numbers may not always tell the story.
• Get notes from the VP from nursing that he is making a difference, improving care < - ROI.
• $$$$ talks. What do we contribute to patient care? What do we (and our resources) contribute to grant funding?
• Don't forget the stories! We've discussed this before, need to have stats and stories.
• VCU periodically pays for studies to measure the impact of library resources on research enterprise.
• I don't think the methodology is perfect, but it gives us some data from a validated approach.
• Yes, stories mixed with numbers. I'm trying to learn what those should be though. Patient care is high.
• Number of classes & consultations. # of grants work on along with research projects.
• Knowing the activity and engagement, I think that is huge ROI, but hard to monetize.

Miscellaneous

• It's amusing to me that libs worked so hard to make stuff available digitally, but now we're surprised that in-house stats are down.
• In general, our liaisons have no excuses. There is nothing to do in the library, we must get out to help people.
• We make everything available electronically, but do they really know how to use it?
• I have provided items for nursing and medical staff newsletters
• We also have to note changing users = new behaviors. UGs love chat service, even when in the building.
• I confess that I always enjoy patrons' surprise and appreciation when I tell them that I am happy to meet with them in their offices.
• People use the virtual library extended through digital content, but have no reason to physically use our building.
• IACUC has helped with understanding but almost nobody wants our help with search.
• I contacted "magnet status' people today; is my perception of EBP lib. use justified, formal lib uses?
• I think I want to be on the IRB (Shoot me now).
• Swamped now, why outreach to create more business.
• Are there any 'sacred cows' that could end?
• Are you helping people who have the ear of those in power? If so, fine. If not, you need to get those people.
• I also think there's a bit of luck in finding the right person, committee, etc.
• The key is flexibility. We need to be aware of our patrons' needs and help in the best way we can.

Discussion of Liaisons in general.

• I still think that a mix of personalities is best: not all patrons are outgoing & they can be overwhelmed by those librarians.
• Extroverts can be overwhelming to some. For those, more reserved people are more successful.
• Or outgoing enough but not overbearing. I'm middling myself. I think.
• Ideally, patrons would find a comfortable match amongst lib staff, yet another reason I question the liaison model.Liaison model makes LOTS of sense in many ways, but we have seen patrons NOT connect w/ "their" liaison, and be discouraged from working w/another librarian they feel comfortable w/. Hate to see wasted opp.
• We're testing a team approach to cover massive Health Studies dept. Some relationships pull towards on or another.
• If the Liaison doesn't make the connection, would anyone else succeed?
• Does it matter which liaison gets tapped for X, Y, Z? No - more need coverage to also do other cool stuff.
• And cross-training not an option, I suppose? Or not possible in these types of relationships?
• Liaisons need to understand their limits and refer to colleagues when needed.
• Cross training is in your best interest if you can. At least know about data and scholarly communication.
• That makes lots of sense to me - more coverage/expertise, more personalities = + likelihood of relationship-building.
• Is complete cross-training seen as encroaching on another's job too much though?
• We're working with clinical and basic sci liaisons for SOM. If one picks up a connection in the other area, that works for me.
• Knowing PubMed & MeSh well is not X training but allows you to work in all biomed if ref interview good.
• We don't tend to do FULL, but triage or tiered cross-training is useful - expert can remain the expert.
• I'd say if you're a liaison and unable to connect with a key person because of personality, it's better to refer to another.
• I think part of it is there also needs to be some trust between colleagues, not always territorial.

All of these thoughts are helpful. Now the challenge will be to frame thoughts and content into a 2 or 4 hour CE for medical librarians. The 'best practices' may need more fleshing out I suppose. We'll see what happens in time.