The Myth and Magic of Library Systems Chandos Information Professional Series Series Editor: Ruth Rikowski (email: Rikowskigr@aol.com) Chandos’ new series of books is aimed at the busy information professional They have been specially commissioned to provide the reader with an authoritative view of current thinking They are designed to provide easy-to-read and (most importantly) practical coverage of topics that are of interest to librarians and other information professionals If you would like a full listing of current and forthcoming titles, please visit www.chandospublishing.com New authors: we are always pleased to receive ideas for new titles; if you would like to write a book for Chandos, please contact Dr Glyn Jones on g.jones.2@elsevier.com or telephone +44(0) 1865 843000 The Myth and Magic of Library Systems Keith J Kelley AMSTERDAM • BOSTON • CAMBRIDGE • HEIDELBERG LONDON • NEW YORK • OXFORD • PARIS • SAN DIEGO SAN FRANCISCO • SINGAPORE • SYDNEY • TOKYO Chandos Publishing is an imprint of Elsevier Chandos Publishing is an imprint of Elsevier 225 Wyman Street, Waltham, MA 02451, USA Langford Lane, Kidlington, OX5 1GB, UK © 2015 Keith J Kelley Published by Elsevier Ltd All rights reserved No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or any information storage and retrieval system, without permission in writing from the publisher Details on how to seek permission, further information about the Publisher’s permissions policies and our arrangements with organizations such as the Copyright Clearance Center and the Copyright Licensing Agency, can be found at our website: www.elsevier.com/permissions This book and the individual contributions contained in it are protected under copyright by the Publisher (other than as may be noted herein) Notices Knowledge and best practice in this field are constantly changing As new research and experience broaden our understanding, changes in research methods, professional practices, or medical treatment may become necessary Practitioners and researchers must always rely on their own experience and knowledge in evaluating and using any information, methods, compounds, or experiments described herein In using such information or methods they should be mindful of their own safety and the safety of others, including parties for whom they have a professional responsibility To the fullest extent of the law, neither the Publisher nor the authors, contributors, or editors, assume any liability for any injury and/or damage to persons or property as a matter of products liability, negligence or otherwise, or from any use or operation of any methods, products, instructions, or ideas contained in the material herein British Library Cataloguing-in-Publication Data A catalogue record for this book is available from the British Library Library of Congress Control Number: 2015939634 ISBN 978-0-08-100076-2 For information on all Chandos Publishing visit our website at http://store.elsevier.com/ Acknowledgments My deepest thanks go to Heather Smith, who read every bit of this book more times than I did Also to Maryann Fagan, my assistant, who put up with my unorthodox methods for over a year I’d also like to thank Ann Lindsay and Natasha Allen, two Systems Librarians who provided feedback to help me believe I wasn’t going insane (and show me some of the times when I was), as well as Keith Pitcher, Rena Popma, and David Olsen, who also put their lives on hold to read about my take on things they knew more about than I did I’d also like to thank Mary Ross, who rescued me from web development and introduced me to Library Systems Also, the many people who helped me structure the initial table of contents for this book Finally, I’d like to thank a number of other people I consulted while allowing them to maintain their plausible deniability About the author Keith J Kelley has been managing information technology since he began working full-time, though he always questioned the wisdom of putting a freshman in charge of the college lab monitors Keith holds a Master of Science degree in Computer Science from Western Michigan University’s College of Engineering and is currently working on his PhD in Computer Science Along the way, Keith has occasionally (and mostly accidentally) written occasional articles and given presentations in the field of library IT Although he has been working in IT for libraries for more than half of his career, he first worked both full-time and as an IT consultant for various multinational corporations, including customers as diverse as large automobile and airplane manufacturers down to the smallest Internet startups, designing and developing cross-platform software for job sites, ISP system infrastructures, and a variety of other short-term projects He held the position of Vice President and Chief Strategy Officer for ComAuction, Inc., an e-commerce site of his own design and finalist for a PC Computing Award Most recently, Keith was the Director of Systems at Western Michigan University Libraries and was project manager of the libraries’ ILS replacement project He managed the library automation group as well as the desktop computing group He was also an IT expert-at-large for issues in the libraries’ Digitization Center, the Web Office, and other areas of the libraries with complex information technology needs Keith also assumed the responsibility for using technology to enable teaching and the custodianship of public resources, which added another dimension to his career beyond serving strictly service organizations Keith has spent 21 years in a service profession finding ways to please people through information technology Keith is a “computer professional” who rarely sits in front of a computer, because IT is mostly about spending time talking to users As he is leaving both IT and libraries, he wanted to leave behind some shared observations that he and many other IT people have witnessed and unveil the magic behind library systems Preface Information technology moves at a fast pace Libraries have lagged in adopting many IT advancements which are seen as standard in private industry and private life This sluggishness to adopt new ways of doing things is causing libraries to decay and shrink instead of grow to lead the way into the new view of information literacy appropriate for the information age This should have been the age of libraries’ resurgence in relevancy, but they are having trouble joining the pack, and they certainly are not leading it One reason for this delayed revolution is that libraries horribly misunderstand “systems” (information systems/technology) and how to manage them to achieve success In order for libraries to claim their spot as leaders in the information age, they must allow IT professionals to IT jobs or require more librarians to have IT educations The complexity of systems requires a better understanding of information technology than what is achieved through today’s standard library science curriculum IT can amazing and magical things if you let the right people it, and together with library professionals can help make the transition into the new age Temper the things you read herein It is neither 100% correct nor 100% complete, and if it has had time to be printed several things in it are out of date Read more books and articles to supplement this information Don’t take them all in equally Be skeptical The large majority of what you read will be garbage, but try to take away a few useful points from the things you read (not always possible, but usually you can learn one thing) Also, consensus is no measure of quality, especially since most systems librarians are accidental and lack the professional background and education to be IT professionals, so just because you read it in three library journals (even the peer-­ reviewed ones) or saw it at two library conferences and Educause doesn’t make it true Also, people who really know the job well don’t often have time to publish much, so most of what is published is bunk, and even those who publish, don’t publish 90% of their best stuff None of the things in this book are meant to be original or ground-breaking but come from a perspective that isn’t too common in library publications because libraries and academia tend to grow their own leaders This book is contrasting with viewpoints put out there by library professionals because it is more productive than IT professionals shaking our heads and walking away It is somewhat rare that someone leaves a career leading IT outside of libraries and comes to libraries (it would be a terrible career move, especially financially, but also with fewer career advancement options) When originally conceived, the idea for this book was to include everything about Information Technology in libraries This idea was quickly quashed with the realization that including everything would amount to many books, certainly not just one So, the point of this book is not to comprehensively cover all the topics in library IT The point is to inspire those who are involved or getting involved in library IT to xiv Preface challenge their beliefs and introduce them to the contrasting view of IT, its role in relation to libraries, and how to manage it This book is largely from an IT point of view but also a management point of view; specifics for other audiences are denoted in the following missives Fun fact: if you are certain about knowing something you are almost certainly wrong Because science Keeping in the spirit of modern communication, the grammar in this book also occasionally makes use of modern grammar Because Internet Also, some of the analogies may only be helpful if you are familiar with genre fiction or gaming The analogies are for everyone; one cannot teach systems librarianship and pop culture in one book Occasionally, throughout this book, words will be used like terminal, which is wrong, or station, which is imprecise, or will make use of other end-user vernacular One of the confusing issues surrounding IT in libraries is conflicting or ambiguous vocabulary Terminology plays an important part of communicating problems as well as solutions, especially between two specialized fields Finding a common vernacular between library and IT professionals would bring about quicker consensus and more satisfying interactions between departments In this book, you will find ways to bridge this communication gap by using terms which are consistent throughout IT and understood across industries, by vendors, and with users of library services (in other words, everyone else) At the end of the book, some commonly confusing vocabulary is tackled directly, but terminology is a common theme throughout, as well as its ability to clarify the myths or demystify the magic IT professionals will get less out of this book than administrators and librarians, who will get less out of it than people just starting to run an IT department in a library What a library school student will get out of it probably depends on where they’ve been academically and where they are going professionally Ideally, everyone will see something in a new light, with the curtains drawn back, so to speak Following this preface are a few missives from the author to specific audiences that will help them get the most out of the book That being said, Chapters 1 and focus around library “systems,” “systems” librarians, and their relationship to the library and to IT Readers will get a good understanding of what it means to run systems within a library, how the position relies on a firm foundation of basic IT concepts, and requires a very strong base in information systems, which is not taught within the curriculum of MLS degrees In today’s libraries, the term “systems librarian” has lost its definition out of necessity Library systems became too large for an unspecialized professional to manage IT professionals must take the lead in specific technologies, with skilled and properly educated librarians bridging the gap between the disciplines in a business analyst role where appropriate IT professionals and librarians can and should work together as a team to bring libraries back to claim their spot as the destination for information experts In IT, customer service is a central concept This book refers to users, customers, and patrons as is appropriate for the context (not quite interchangeably) The goal of information technology is to automate and simplify tasks for the users Without the customers, there would be no goal to reach Throughout Chapters 3–6, you will find many helpful tips and techniques on how to deal with different customer service Preface xv needs While IT must keep the needs of all of the customers at the forefront, often times customers are unaware of the big picture, not share the same vocabulary to report problems correctly, or are in need of training Within these chapters you will find practical, cost-efficient ideas to communicate with customers in order to resolve issues and identify training needs, creating a self-sufficient customer base and therefore lessening the burden on staff and budgets Chapters 7–9 discuss problems, the people who solve them, and how they go about it Resources can be tight and must be managed with care Chapter 7 gives suggestions on how to work through difficult problems with limited resources and creative solutions Chapter 8 explains in depth the skills of specialized IT roles and how it takes all of these specialists to solve a library’s problems Explanations on how each discipline within IT overlaps with other roles within the IT department and how to evaluate job postings and descriptions to get the best candidates possible are given Once your team is in place, you will learn in Chapter 9 how to analyze problems and the importance of creating and using a project plan to successfully complete complex solutions with explicit buy-in from the customer(s) IT is about the big picture Systems intertwine with every aspect of your organization, which causes changes and failures to have the ability to cause widespread consequences If IT is magic, then how you run IT is your magic rule system In Chapter 10, the book discusses having an efficient, consistently run system of systems to reduce redundancies and remove single points of failure Still, failures will happen You will learn about contingency plans and some tips on how to lessen the impact on your organization With the ever-changing landscape of information technology, it is wise to follow trends and forecasts to see if any upcoming changes might impact you Chapter 11 shows how you can use past trends to predict your own future, and will guide you to read some library IT forecasters, surveys and trend-spotting conferences you can attend One such instance is covered in more depth in Chapter 12 Private industry led the way in cloud computing and libraries are starting to catch up Replacing your ILS with a cloud-based library platform service requires careful analysis of costs versus benefits You will also find in this chapter a helpful listing of library-specific software Understanding the big picture requires understanding all the things In Chapter 13, tips are shared about how to gather information and use resources available to you in order to come close to knowing everything The book gives practical advice on how to document your past solutions and utilize modern sources to help you know everyone’s job better Achieving a life–work balance while working in IT is a struggle In the last portion of the book you will find strategies for the exhausted person trying to pull off library IT In Chapter 14 you will learn some practical techniques to increase your productivity, better manage your time, and explore ways to expand your presence through technology Meetings are important, necessary, and tedious Chapter 15 gives several tips for handling the many meetings you will be required to attend Reporting is also another large part of IT management In Chapter 16 the book explains the different reports available to you, which ones are helpful and which you might want to avoid Big data has brought information to our fingertips, but at what cost? You will read about the practice of profiling and privacy, and what that means to you xvi Preface The last chapter is full of strategies and tips on how to face the many hurdles you will encounter while working in library IT Knowing how to create a budget and a technology plan and when to determine one-time funds are discussed Chapter 17 will also give you strategies on selecting major software, getting a consensus for major decisions, and managing failures, which are an inevitable part of innovation Finally, you will find a list of terms and phrases you will encounter while working in IT Vocabulary is essential for successful communication Using the information in this book, librarians and library administrators are given a small glimpse through the window into the world of running a library “systems” department Again, this is not an exhaustive how-to guide, but a collection of topics found to be misunderstood among library employees who lack a sufficient background in IT to understand or maintain the systems as needed There is a lot to know, so read more books, more articles, more blogs, more tweets, more LinkedIn emails, more magazines, more everything If you know you don’t know, learn it (and put yourself in a position to find out about those unknown unknowns, too) The resources are out there A missive to administrators You need an internal IT structure, because you deal in information, and your parent organization’s IT doesn’t hold your same priorities and you need to be up to the task of leading in the information age, which you can’t without the right team You can use your library IT to prevent your library’s demise, but most of you are underutilizing them, while simultaneously overtaxing them First, you should read Chapters 1 and to get an understanding of what it means to run systems within a library Remember that IT are service providers and everyone else in the organization are customers, and try to respect and follow the rules of the other customers so that your IT team can allocate resources responsibly You should definitely read Chapter 8 so you can make the best use of specialized roles and capitalize on skills within your IT department Every King Arthur needs their Merlin, and your library mages should be a fully staffed IT unit Organizational IT doesn’t put library priorities first, which has made a library IT unit with specialized library IT roles necessary, and you should know what they are, what they can do, and how to get them to work for you Most libraries’ IT departments are organized badly and a very large number of library IT leaders are chosen poorly, by the wrong criteria, and Chapter 8 will also help with strategies on how to get the best job candidates Your library can all of the things it is doing more effectively (or just as effectively while spending a fraction of the time and money) IT can help you with this You should read Chapters 15–17 to get a better grasp of how to make the most out of all those meetings you are in, and learn about budgets, Total Costs of Ownership (TCOs), pulling data for data-driven decision making, and essential technology plans and life cycles Basically, you should really read the whole book; it will expand your understanding of what your IT department does and can do, and the strains put upon them 172 The Myth and Magic of Library Systems Protocol: It still means what it always meant, a standard for communication, but between computers, not people You might even consider it a language, but don’t call it that That’s something else Research: No, not that kind When librarians think of research, they are usually thinking about patrons looking up articles or librarians publishing case studies In IT, research means to learn new things, not to publish, but to use in your day-to-day work IT people may come up with new and interesting results, but if they stopped to publish, even on a blog, every time that happened, they’d only get one-tenth the amount of work done Semantic Web: The semantic web is this thing that the W3C is trying to It’s adorable when the W3C tries to make standards because history has shown that whatever becomes standard on the Internet is whatever gets popular It is a purely democratic thing Standards forced from a body rarely catch on The best standards are the ones that formalize what has already grown organically The semantic web is basically just the web used the way programmers have always used it Service: When used by a vendor, any tool or web interface that you pay a monthly or yearly fee for, instead of once SFTP: A common name for file transfers over SSH so they are secure There was another thing called this, but it lost the popularity contest, basically Signon: A synonym for username or login sometimes Software or Software System: A tool, or an application, or a service, or an app, or a website A system, so long as it doesn’t include hardware Software Suite: A not necessarily integrated collection of software, like Microsoft Office, even if they add to Word and Excel something that is not interoperable with them in the same package It’s more of a product line distinction than a technical one SSH: Another networking protocol, with both a server and a client component Originally designed for remote access to a server via command line (think DOS prompt) More recently, it was adapted to file transfer, and might be used for that more often, as command line access to machines becomes less common Technical, the SSH tools were meant to replace the UNIX tools rsh, rlogin and RCP, but that’s not how the average user today knows them Not the same as SSL Stop List: In a Solr index, certain words are not searchable You specify these words in a list It’s called a stop list Legend has it that there was once a thing called a go list That’s not a thing anymore Everything is a keyword to be indexed unless it is on the stop list The stop list is a list of stop words like and, or, not, the, to, that are too common to be interesting It’s not entirely necessary anymore, because in combination with another word, any stop word can also be useful as a keyword System Administration: System administration is a function A system administrator controls access to a system that is used by people, makes sure it is running well, configured correctly, providing well-configured services to the right people without causing data breaches They make sure that the right people have access to the staff side and that the wrong people don’t A system administrator can be for a software system or an operating system, or both, or several, or a thousand of each A server has a system administrator So does a desktop PC So does an ILS Usually, there is more than one, but one is the primary and others are backups Spellbook: Helpful tips, strategies, and solutions 173 System Integration: In integrated system comes with all of its software modules integrated Systems from different vendors or product lines require a programmer, ideally an integration specialist to integrate them, or connect them to provide a flow of data between them This is usually accomplished with APIs, data files, ideally in a standard file format, and some amount of custom local code Systems: The library name for information systems Technology: This is a thing you purchase, or a thing that is invented; it should be distinguished from information technology, which is a profession, a field Tool: Any website or locally installed application that helps you something A search tool, for example, is also a web interface, and may also be known as a discovery service or even a platform Transfer To/From: When in doubt, use the word transfer, with the preposition to or from, to avoid using the wrong word In general a transfer to a server is an upload A transfer from is a download A copy from one directory to another is also a transfer from one directory to another directory Upload: This is when you put a file into a software system or onto a hardware system It’s not something you can use interchangeably with copying, because uploading and downloading are opposites Copying is a word that works in both directions Uploading definitely doesn’t Usability: Usability is a measure of how usable a piece of software or website or technology is It is about how easy a thing is to use, primarily, and how much time it takes to its job, and how well users use it with minimal instruction, how accurately it does its job, how much users remember when they are done, whether the user feels good about their ability to use the system, whether or not they would recommend it, etc Web-Scale: Web-scale is a term that doesn’t make any sense, because the web indicates a degree of connectedness, and scale indicates size It is like literally saying something is multi-connected size However, naive end-users think of “the web” as “the worldwide web” proper noun, but the web part is not the size part, the worldwide is the measure of size So it should have been worldwide scale, which is clearly what they were trying to imply At least what it represents makes sense, a system in the cloud, with pieces across the entire Internet so it never goes down, with one search box that searches all of the databases across the web, and with only one person on the web cataloging a record instead of a person in every library It is just a dumb name that isn’t logically coherent In any case, it is what they are calling the next generation of library systems when they aren’t calling it a library services platform Web-scale is more commonly applied to the discovery platform, the front-end-user-centric search tools that search all your article, repository, and catalog information at once References Alger (director), J., 1940 Fantasia—“The Sorcerer's Apprentice”: [motion picture] Walt Disney Productions, USA Allen, P., 2014 Appeal to people’s emotions when giving presentations lifehacker.com Retrieved from http://lifehacker.com/appeal-to-people-s-emotions-when-giving-presentations1577621348 Allen, N.D., 2015 Utilizing discovery tools for classrooms: how librarian attitudes on discovery impact tools they teach? 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Accessibility, 158 Accession, 158 Access point, 158 Access services, 158 The Accidental Librarian, 14–15, 94, 152 The Accidental Systems Librarian, 13–14, 15 ACRL See Association of College and Research Libraries (ACRL) Ad-hoc reports, 144–145 ALA See American Library Association (ALA) Alphabetization, 158 Amateur programmer, 13 American Library Association (ALA), 157–158 Analog vs digital storage, 159 Analytics, 159 Analyze, 159 Analyzer, 159 Analyzing problems, 93–94, 95–99 Annual report, 159 Annual review, 159 Answer software, 111 API, 159 App, 159 Application software, 160 Archival/archive, 160 Articles, 160 peer-reviewed, 116 reading, 115–116 Artificial language, 160 ASCII, 160 ASMR See Autonomous sensory meridian response (ASMR) Assessment, 142–143 Assistant Dean, 79–83 Assistant University Librarian for Information Technology Services, 7–8 Associate/Assistant University Librarian (AUL), 79–83 Associate University Librarian for Digital Initiatives, Association of College and Research Libraries (ACRL), 105 Attending briefings, 139 Attending meetings, 135–136 Attribute, 160 AUL See Associate/Assistant University Librarian (AUL) Authentication, 160 Authorization, 160 Automated catalog designers, 44 Automation computing, 73–74 Automation librarian, 18–19, 71 hiring, 88 role, 78 Autonomous sensory meridian response (ASMR), 129 Avoiding meetings, 135–136 B Batch process, 160–161 Batch record load, 160–161 Big data, 142 Binary/binary code, 161 Bindery software, 111 Bit (binary digit), 161 Blog, 161 Blu-ray disc, 161 Body language, 119–121 interpretations of, 120 Boolean logic, 161 Born digital, 161 Borrower card, 161 Box, 161 Briefings, 139 Browser, 161–162 Budget, 149–150 182Index Business Information Systems, 21 Byte, 162 C Call number training software, 111 Canned reports, 143–144 Catalog, 162 Catalog designers, automated, 44 Catalogers, 158 Cataloging, 109, 162 Character, 162 Chat, 162 Chat software, 111 Chronomancer, 129–131 Circulation system, 162 Citation management software, 111 Client, 162 Cloud-based ILS, 108 Cloud-based library services platform, 107–109 Cloud computing, 75–76 Cloud system, 19–20, 108 Communication with customer, 26 customer service with, 37 in IT environment, 23, 45–46 over-communicate, 47 Computer program, 163 Computer-specific sleep mode issue, 32 Conference sessions, 113–114 Consensus, 153–154 Consultants, 104–106 Contingency plan, 101–102 Contract law, 64 Cost benefit analysis, of custom local code, 155–156 Custodian, 163 Customer communication with, 26 compromise, 26–27 dealing with, 25, 26–28 disgruntled, 24 interact with, 27, 28 interview, 93–94 IT, 22, 23–24 over-communicate and, 47 priority, 50–51 Customer/provider relationship, 27 Customer requirements analysis, 94 Customer service with communication, 37 exercise, 38f failure mode, 57 fake, 37 good, 37 in IT professional, 31 large-scale, 25 perceived levels of, 38–39 satisfactory level, 53 tools in, 23 Custom local code, 144–145 cost benefit analysis of, 155–156 D Database, 163–164 Database administrator (DBA) hiring, 86 role, 77 skills, 70 Data curation, 163 Data dictionary, 163 Data element, 163 Data mining, 103, 104 Data model, 163 Data process, 163 Data set, 163 Data type, 163 DBA See Database administrator (DBA) Deadlines, project, 61, 62, 63, 64, 65 Dean of Libraries, Decision-making structure, 153–154 “The Deep Web”, 158 Deskside support, 74–75 Deskside support technician hiring, 87 role, 78 skills, 70 Desktop computing, 74–75 Desktop manager hiring, 85 role, 77 skills, 70 Desktop productivity, 74–75 Digital asset management software, 111 Digital preservation software, 111 Digital vs analog storage, 159 Index183 Digitization manager/coordinator/librarian, 71 hiring, 88 role, 78 Digitized/digitize/digitization, 164 Discovery, 164 Discovery overlays software, 111 Disgruntled customer, 24 Documentation, 115 and review, 141–142 Downgrade, 164 Downloading vs copying, 164 Downtime, 164–165 Dynamic web page, 165 E EDI, 165 Efficiency, 101, 102 Electronic reserves software, 111 Electronic resource, 165 Electronic resource management software, 111 End-user, 165 Enterprise computing, 73–74 Enterprise system, ILS, 107 F Facets, 165 Failure, 156 Fair use, 165 Federated search, 165 Field, 166 Fielded search, 165–166 Field length, 165 File, 166 File format, 166 Filters, 166 Finding aid software, 111 Flat decision-making structure, 153–154 Folder, 166 FRBR See Functional Requirements for Bibliographic Records (FRBR) FTP, 166 Full text search, 167 Functional Requirements for Bibliographic Records (FRBR), 166 G Gaming, 167 Gateway, 167 Global Positioning System (GPS), 167 Google Books Ngram Viewer, 4–5, 5f Google Scholar, 41–42 Google, users and, 41–45 Graphical User Interface (GUI), 169 Group, 167 H Hardware, 167 Harvesting, 167 Hashtags, 167–168 Helpdesk, 32, 34, 39–41, 74–75, 168 Helpdesk operator hiring, 87 role, 78 skills, 70 Hiring, 79–88 academic, 82–83 management, 81 technology, 80 Host, 168 Human Computer Interface (HCI), 169 I ILS See Integrated library system (ILS) Image collection software, 111 Indexes and indexing, 168 Information literacy (IL), 44 sessions, 58 Information security, 169 Information system (IS), 1, 3–6, 169 Information Technology (IT), 1, 3–8 one-time funds for, 150 role, 8–9 Instant messaging (IM), 168 Integrated library system (ILS), 107–110, 168 Integrity, 169 Interface, 169 Interlibrary loan software, 111 International Federation of Library Association and Institutions (IFLA), 166 Internet, 169 Interview, customers, 93–94 Intranet, 169 Inventory assessment, skills and, 59–60 IS See Information system (IS) 184Index IT administrator candidate’s fictional bio, 83 hiring, 79–83 IT customer, 22, 23–24 IT department, 67, 68–69, 71, 77 IT environment, communication in, 23 IT head hiring, 79–83 job posting, 91 role, 77 skills, 69 IT helpdesk, 21–22, 39–40 IT people, 28–29, 157 communication and, 45–46 crisis mode and, 48 IT professional, 21, 23 customer service in, 31 IT roles, 77 IT sector, 103–104 IT staff meetings, 136–137 IT support, 28–29, 32 IT support interview, 95 IT unit’s priorities, setting, 50–51 J JavaScript, 169 Job postings, 79, 84, 89–91 Journal title search, 43 K Keyword search, 42 Kronos, 11 L Label printing software, 111 Lab management software, 111 Language, 169 Large-scale customer service, 25 Laser printer, 169 Leadership, 26, 90 Library automation, 18, 19 Library automation software, 152 Library Clerk II, 16 Library Director, Library IT, 16–17, 19–20 Library reference interview, 93, 94 Library roles, 8–9 Library services platform, cloud-based, 107–109 Library-specific software, 110–112 Library Systems Office, Library users, 22, 25 License manager, 170 Lifehacks, 132–133 Lightweight Directory Access Protocol (LDAP), 169–170 Linked data, 170 Local area network (LAN) administrator, 70 Login, 170 M Management hiring, 81 Management Information Systems, 21, 83 MARC, 44, 109–110, 170 editing tools, 111 skills, 18 Massive Open Online Courses (MOOCs), 58, 59 Master of Science Library Science (MS-LS) programs, 16–17 Mediocre department, 117 Meeting attending, 135–136 avoiding, 135–136 IT staff, 136–137 routine, 137 running, 138–139 scheduling methods and strategies, 136–137 staff, 135–137 stand-up, 136 Metadata, 170 Microexpressions, 119–121 Mind control, 121–126 MLIS programs, 16–18 Monograph purchasing software, 111 MOOCs See Massive Open Online Courses (MOOCs) Multitasking, 127 N Needs analysis, 94 Network, 101–102 Index185 Network administrator hiring, 86 role, 77 skills, 70 Network engineer hiring, 86 role, 77 skills, 70 Newspaper indexing software, 112 Next-gen catalog, 170 O OCR software, 112 On-demand reports, 143–144 One-time funds, for IT, 150 Online Computer Library Center, Inc (OCLC), 105 Online Public Access Catalog (OPAC), 43, 109, 110, 170 Open source, 170–171 OpenURL, 112 Organizational structure, 67–71 Outsourcing, 64 P Patron, 21, 22, 25–26, 58, 94 PC configuration software, 112 PC skills, 68 PEBKAC See Problem Exists Between Keyboard and Chair (PEBKAC) Peer-reviewed articles, 116 PERL, 171 Personalization, 171 Persuasion, 121–126 Platform, 171 Point of Need Help, 53–54, 55–57 Positions, hiring, 79–88 The Princess Bride (Fezzik), 21 Print management software, 112 Private sector, 103–104 Problem Exists Between Keyboard and Chair (PEBKAC), 34 Productivity tools, 131–132 Professional development, 73, 80–81, 92 Program, 171 Programmer hiring, 85 role, 77 skills, 69, 77 Programmer analyst hiring, 85–86 role, 77 skills, 69 Project, 171 Project deadlines, 61, 62, 63, 64, 65 Project management, 63, 96–98 Project manager hiring, 87 role, 78 skills, 70 Project planning, 96–98 Project schedule, 62, 65 Project scope, 94, 96 Protocol, 172 Proxy, 112 Public Access Computer (PAC), 110 Pundits, 104 R Random IT position, job posting, 91 Reading articles, 115–116 Reading users’ minds, 31–36 Redundancy, 101–102 Reports, 146–147 ad-hoc, 144–145 canned, 143–144 department, 146–147 on-demand, 143–144 Research, 92, 172 Resources, 61–62, 64 vs service levels, 37–39, 38f Routine meeting, 137 Running meeting, 138–139 S Scanning software, 112 Schedule, meetings, 136–137 Search journal title, 43 keyword, 42 savvy strategy, 42, 43 strategies, 42 as wrong, 42 Security specialist hiring, 86 role, 78 skills, 70 186Index Self-documenting interfaces, 55–57 Semantic web, 172 Semi-adept unix user, 12 Server-side computing, 75–76 Service, 39, 172 Service level vs resources, 37–39, 38f SFTP, 172 Shelf inventory software, 112 Signon, 172 Single points of failure, 101–102 Single-task, 127 Skills and inventory assessment, 59–60 Software selection methodology, 151–153 Software suite, 172 Software system, 172 Solutions, 95–96 2001: A Space Odyssey (1968), 21 SSH, 172 StackOverflow, 35 Staff meetings, 135–137 Stand-up meetings, 136 Stop list, 172 Students, 71–73, 88 hiring, 88 role, 78–79 skills, 71 Subject guide software, 112 Superhuman, 128–129 System administration, 172 System integration, 173 Systems, 1, 2, 3, 6, 7, Systems analyst hiring, 87 role, 78 skills, 70 Systems librarian, 11, 12, 13–14, 16, 18, 71, 91 hiring, 88 role, 15, 78 T Tasks and tricks, 98–99 Team building, 71 Technical Services Librarian I, 16 Technology, 173 Technology forecast, 105 Technology hiring, 80 Technology plan creation, 151 Technology position’s search committee, 90 Tech support cheat sheet, 55f Telekinesis, 129 Temperament, hiring, 79 Tiered helpdesk, 39–41 Time management, 130 Titans, 11 Total cost of ownership (TCO), 49, 108 technology and, 155 Trainer, and online videos, 58–59 Training, 92 Training assessment, 59 Transfer to/from, 173 Trends, 103, 104 Triage, 63 Troubleshooting, 32, 34, 42 U University Librarian, 7–8 Unix administrator customer satisfaction and, 84 hiring, 83–84 role, 77 skills, 69 UNIX command, 145 Unskilled staff, 71, 72 Upload, 173 Usability, 173 Users computer-specific sleep mode issue, 32 education, 53 and Google, 41–45 incorrect vocabulary and, 33 observation skills, 31–32 over-communicate and, 47 questions and, 46–47 using wrong terminology, 31–32 Users’ minds, reading, 31–36 User training, 58–59 force competency, 53–54 self-directed, 53 V Vendor documentation, 115 Vendor webinars, 113–114 W Web APIs, 17 Web content management systems, 112 Index187 Web designer hiring, 87 role, 78 skills, 71 Web developer hiring, 88 role, 78 skills, 71 Webinars, 113–114, 139 Web librarian hiring, 87 job posting, 91 role, 78 skills, 71 WebMD, 129 Web-scale, 173 Windows system/server administrators, 77 hiring, 83–85 skills, 69 World building principles, 2–3 X XML editing software, 112 Y YouTube, 116–117, 129 ... The Myth and Magic of Library Systems © 2015 Keith J Kelley Published by Elsevier Ltd All rights reserved 2 The Myth and Magic of Library Systems 1.1 World building and the creation of systems. .. 12 The Myth and Magic of Library Systems Not so long ago, there was a once a systems librarian who was the head of a systems office of a few people The person before her was the first systems. .. of the big picture and Systems has to include all of the points of view by its nature The IT point of view includes the cataloging point of view, as well as the circulation point of view, and