Living Larger: Taking Your Killer App Beyond Libraries Living Larger : Taking Your Killer App Beyond Libraries Eloisa Gomez Borah and Tim Carlson Eloisa

Living Larger: Living Larger: Taking Your Killer App Beyond Taking Your Killer App Beyond

LibrariesLibraries

Living LargerLiving Larger::

Taking Your Killer App Taking Your Killer App Beyond LibrariesBeyond Libraries

Eloisa Gomez Borah and Tim CarlsonEloisa Gomez Borah and Tim Carlson [email protected] [email protected]

[email protected]@anderson.ucla.edu

UCLA Anderson School of ManagementUCLA Anderson School of ManagementUniversity of California, Los AngelesUniversity of California, Los Angeles


LibrariesLibraries

Source: Continuity,00 vol.9 #3, Autumn 2005

Non-Library LibraryNon-Library Library

DBMS OPACS DBMS OPACS

Call Center Software Chat ReferenceCall Center Software Chat Reference

How Software Moves to How Software Moves to LibrariesLibraries


LibrariesLibraries

Not The Usual StoryNot The Usual Story

Library Non-LibraryLibrary Non-Library

eLibrarian AskMe ManagereLibrarian AskMe Manager

eLibrarian

Syllabus 2005

AskMe Manager

20

01

20

01

20

06

20

06

20

07

20

07

20

05

20

05

20

04

20

04

eLibrarian 2.0

VRD 2001

20

00

20

00

Best Practice

AMR EMBA

FEMBA

EMMI

Student Affairs


LibrariesLibraries

How How AskMe ManagerAskMe Manager Works Workshttp://www.anderson.ucla.edu/x16380.xml


LibrariesLibraries

Functions & ProcessesFunctions & Processes• User Authentication: Name & Email User Authentication: Name & Email • Auto selects request formAuto selects request form• Auto-populated Course ListAuto-populated Course List• Auto-assigns Work ShiftsAuto-assigns Work Shifts• Unified or Shared WorkspaceUnified or Shared Workspace• Requestor-selected CategoriesRequestor-selected Categories• Auto-populated Knowledge BaseAuto-populated Knowledge Base• Recommender System using KBRecommender System using KB• Response & SurveyResponse & Survey• Reminders and Reports Reminders and Reports


LibrariesLibraries

Designed for Portability + Designed for Portability + ScalabilityScalability

• InfrastructureInfrastructure– Perl/UNIX/SQL ServerPerl/UNIX/SQL Server

• Database DesignDatabase Design– Organization CodeOrganization Code– Tables: categories, survey questions, Tables: categories, survey questions,

responders responders • Configuration TableConfiguration Table• Page Header and Footer: function callsPage Header and Footer: function calls• Separate Layers: visual, logical, dataSeparate Layers: visual, logical, data


LibrariesLibraries

A Look Under the HoodA Look Under the Hood•Sample URL

-www.anderson.ucla.edu/apps/library/elibrarian/ref_asst_initiate.cgi?org_code=Z6

•Configuration table<use_survey> A1 1 . . Z5 1 Z6 0</use_survey >•Org_code and Config table fetch $org_code=param('org_code'); $system_title = $config_values{'system_title'}->{$org_code}; $use_survey = $config_values{‘use_survey'}->{$org_code};•Database Query SELECT elib_category_type, category_description FROM $database..elib_category_types WHERE organization_code= \'$org_code\‘


LibrariesLibraries

Rollouts (Beyond Library) To DateRollouts (Beyond Library) To Date

AMRAMR (thesis project)(thesis project) Jul 2006 Jul 2006

Student AffairsStudent Affairs Oct 2006 Oct 2006

EMMIEMMI (executive seminars) (executive seminars) Oct 2006 Oct 2006

Fully Employed MBA (admissions)Fully Employed MBA (admissions) Jan 2007 Jan 2007

Executive MBA (admissions)Executive MBA (admissions) Feb 2007 Feb 2007

Undergrad AccountingUndergrad Accounting Sep 2007 Sep 2007


LibrariesLibraries

Differences / MotivationDifferences / Motivation• Community BuildingCommunity Building• MarketingMarketing• Requestor HistoryRequestor History• Privacy Issues Privacy Issues • Ready reference versus research strategiesReady reference versus research strategies• Internal versus external search and Internal versus external search and

questioningquestioning• Volunteer teams versus paid staffVolunteer teams versus paid staff• Scheduled staffing versus unscheduledScheduled staffing versus unscheduled• Anonymity versus visibilityAnonymity versus visibility• Anderson strategic initiativesAnderson strategic initiatives• Questions versus categoriesQuestions versus categories• Survey versus Non-surveySurvey versus Non-survey


LibrariesLibraries

Adoption Success FactorsAdoption Success Factors

• Provided solutions for a problem at hand:– Facing high volume of information requests– Email-based systems subject to junk mail

• Improved operations:– Provided metrics and management reports– Enhanced image for their tech-savvy clients

• Previous adoption by same management


LibrariesLibraries

Factors in Non-AdoptionFactors in Non-Adoption

• Perceived to be less personal than emailPerceived to be less personal than email

• Overhead of adopting a new system and Overhead of adopting a new system and change to current business practices.change to current business practices.

• Concern about support levels for ‘free’ Concern about support levels for ‘free’ software software

• Not fitting business needsNot fitting business needs


LibrariesLibraries

What we would have done What we would have done differentdifferent

• Learn-from-our-experience

• Forks in the Road

• Options and Our Decisions

– Library Rollout options

– Cross discipline rollout options

– Anderson Edge decision

• Unforeseen Hurdles

Documents

Living Larger: Taking Your Killer App Beyond Libraries Living Larger : Taking Your Killer App Beyond Libraries Eloisa Gomez Borah and Tim Carlson Eloisa