QUT Library 2.0 Proposal ________________________________________________________________________ Faculty of Science and Technology INB 346 Enterprise 2.0 QUT Library Business Proposal Podcast URL: http://enterprise20.podomatic.com/Brusome team: Muhammad Shamsul Faisal Bin Awg Suhaimi (n6192432) Nadisha Sigera (n6940269) Maria Joanidis (n7099398) Jeffrey Sung (n6362435)QUT Library 2.0 Proposal ________________________________________________________________________ EXECUTIVE SUMMARY QUT library is improving its services by implementing web 2.0 tools. This report proposes an effective and concrete plan to implement these tools. The library is currently using some of these tools but they are experiencing some problems such as low visibility and no developing plan for a good implementation. The proposed objectives for the implementation of this plan include providing personalised services for the user to create contents, comment and provide feedback, as well as improving library services and change the way of how librarians work. This proposal suggest in seven simple steps to implement. The first step is to conduct a market research with both current and potential users in order to gather additional information and thoughts regarding to this transformation. The second step of this process will be to understand the technology choices and make informed decisions on which tools to be used. In this report, we analyse a group of tools and explain the benefits of implementing them in QUT library. Designing the QUT library 2.0 platform is the next step, including the content, navigation and the aesthetic design. The project is then ready for the implementation phase and at the same time staff training will be given for appropriate library staffs. In the following stage, the project is ready, but not finished, the last and the longest phase is the maintenance and upgrading stage. The project schedule is designed to track the progress and several milestones have been added to the schedule to measure the progress. The benefits of implementing this plan are as ambitious as this project, including simplified students access where students can find appropriate tools easily, offer easy to use point of need, mobile access to resources, time and cost reductions and attracting more library users. Also the users will be more involved in the process of recommendation and tagging of useful information, making them more active and attractive. We recommend implementing this proposed plan will improve not only library services but also customer experience with precious benefits.QUT Library 2.0 Proposal ________________________________________________________________________ TABLE OF CONTENT EXECUTIVE SUMMARY INTRODUCTION 1.0 CURRENT SITUATION 1.1 Current Tools 1.2 Issues with the current tools 1.3 Limitation 2.0 PROPOSED OBJECTIVES 2.1 QUT Library objectives 2.2 Our Propose Objectives 3.0 PROPOSAL DESCRIPTION 3.1 STEP 1: Conduct Market research 3.2 STEP 2: Propose Web 2.0 Tools Search 2.0 Harnessing collective intelligences Rich user experience Library above the level of a single device Develop widgets or APIs Mash-ups Blog Wiki Delicious Youtube and SlideShare Docshare Twitter & Facebook PollDaddy 3.3 STEP 3: Design and implementation of the QUT Library 2.0 Platform 3.4 STEP 4: Staff Training 3.5 STEP 5 : User testing 3.6 STEP 6: Delivery of Library 2.0 3.7 STEP 7: Upgrade Web 2.0 4.0 Business Drivers 5.0 Benefits 6.0 Return on Investment (ROI) 7.0 Milestones 8.0 ReferencesQUT Library 2.0 Proposal ________________________________________________________________________ INTRODUCTION This document is a business proposal for QUT library to implement Web 2.0 technology which may be introduce to the university community for easy access to information resources and provide more services if it is going to be approved by the QUT. Our team has proposed some new web 2.0 tools in such a way that enhance services that QUT library currently running. This document will be used for the QUT library staff as guide to achieve the web 2.0 implementation purposes. The purpose of this document is to provide explanation on: • the current web 2.0 tool that QUT library has currently implemented, what are the issues they are having and some limitations the tools have had. • the objectives of the propose tools which may fullfill QUT library objectives and how to enhance their services. • our proposal descriptions which consist of seven steps guides how QUT library can implement web 2.0 technology. • business driver that create the needs for this project. • the benefits that are expected to occur from the project if it achieves its objectives. • The return on the investment(ROI) after the project implementation. • the project milestone which provide the dated implementation and to show the measures of success for each milestone by using Gantt chart. QUT Library 2.0 Proposal ________________________________________________________________________ 1.0 CURRENT SITUATION Queensland University of Technology (QUT) library is one of the libraries in Australia that opens for long hours and serves nearly 40,000 members. QUT library consists of four branches Gardens Point has two Libraries (Law and the library in the V block), Kelvin Grove and Caboolture. They provide 700,000 books, 100,000 ebooks and multimedia items which are identified as one of the growing trends of the library where this service is provided in 24/7 basis, 3,000 journals and 70,000 full text electronic journals via more than 800 electronic databases. QUT library web site is an interactive delivering platform for library users where the home page consists of "search databases" for searching catalogues as well as "quick articles" of which being highly used by QUT community. From this home page, there are five sub sections being displayed i.e 'Find', 'Subject Guides', 'Learn', 'Services' and 'About the library'. From the statistic provided by the library admin staff, 70% of the web site usage is on the 'Find' section. The web site has been organised and managed by library staff through distributed content management where different employees will be responsible for managing different sections of the web site. Key stake holders of the library are as follows: 1. Students -are divided into four tiers such as undergraduates, Post graduates, Doctoral, and researches 2. Staff -is divided into two types and they are Academic staff and Professional staff 3. Suppliers of the library 4. Other libraries who interact with QUT library 5. External users of QUT Library servicesQUT Library 2.0 Proposal ________________________________________________________________________ The administration staff at QUT is currently concerning at adopting web 2.0 tools in the library, and they believe in achieving high productivity in their process through this new model. The paradigm shift from the legacy web (also called Semantic Web) to social web involves many issues which need to be highlighted in order to produce the library space (both virtual and physical) more interactive, collaborative and driven by university community needs. From the Wikipedia article (web 2.0 analysis, 2009), it says "modernized form of library service that reflects a transition within the library world in the way that services are delivered to users" is also known as Library 2.0. To implement sophisticated Library 2.0 our team has involved in proposing new or existing web 2.0 tools and application to enhance QUT library services. After having thorough team discussions, it is a good start doing market research on web 2.0 tools that QUT library are currently adopting based on the information given by the librarian staff, to outline all the issues they were having and what limitations they might have. QUT Library 2.0 Proposal ________________________________________________________________________ 1.1 Current Tools Here are some information given by the librarian staff about their current use of web 2.0 tools: TOOLS DESCRIPTIONS OF USES Widgets It allows multimedia assets such as image, video, audio, etc to be embedded onto any QUT library web site. This includes information about latest books being added to the library and this will get updated automatically. Twitter It allows short messages to be delivered to users in real time. Librarians has a responsibility of updating twitter. They mentioned about getting it updated twice a week. It allows students and staff to follow, ask questions and leave feedback regarding books, research or any other issues. Sometimes used to announce new database resources, new equipments and also used for promotion of tours and workshop sessions. etc. It seems to be more popular than RSS feeds. BLOG This is a platform used to publish information for public viewers and allows user participations. Librarians have maintained this blog (libraryfit.wordpress.com) since march 2007 and publish information for their personal use. According to them, it can also be used by students and academic staff to look for some useful information about QUT library as well as commenting about any issues regarding any blog post librarians have submitted. It is externally hosted and particularly aimed at research students. Furthermore, It has linked to QUT library Twitter and Delicious. RSS FEED They subscribed in RSS feeds and the information will be manually updated. This feed is embedded into the Library blog. QUT Library 2.0 Proposal ________________________________________________________________________ GOOGLE SCHOLAR It provides a simple way to broadly search for scholarly literature. From one place, students can search across many disciplines and sources: peer-reviewed papers, theses, books, abstracts and articles. QUT library also embed Google scholar onto the website. SEARCH BY TAG This tool allows more flexibility in searching books, articles, journals etc. They mentioned that they are searching items by subjects. They use tag for easy access to information quicker and more efficient in searching specific data. DELICIOUS This is bookmarking tool for easy access to any website using tags. Librarians have embedded this into the web site to allow QUT community to easily add bookmarks for their personal future references and it could be useful to be accessed by any other users. CLIENTS RATING FEATURE This web 2.0 tool allows students and staff to rate the usefulness of a particular resource. QUT EPRINTS This represents collection of QUT research repositories and digitised collections. This can be used by QUT students, researchers as well as general public. It is used for unpublished materials by researchers. It can be set public or private and easy to index in Google scholar. MY LIBRARY PROFILE Used to check what students have on loan and subscription feeds tell them when books are due. Have previously used online polling used to determine if students want the search features to stay on the homepage.QUT Library 2.0 Proposal ________________________________________________________________________ 1.2 Issues with the current tools 1. Some of the current tools are not visible to students. Measures should be taken to make all the tools visible to the user i.e the librarians should make the users aware of the existing tools for it to be used such as Twitter could be embedded on the library home page. 2. Libguides are still in development stage but the users are unaware of the developed sections of the guide. 3. Libguides have an annual fee and it is hosted in US server. Some services that are provided by Libguide tool is already provided by the QUT library which means Libguide tool requires customization to be used in the QUT library. 4. Liaison librarians maintain blogs but are not intentionally designed for the QUT library use (for library users). 5. Librarians concern what if the web 2.0 tools would cater less participations from QUT community from the impact of changing to new technology (i.e Library 2.0). Without user participation, Library 2.0 will not work as planned. 6. On the "subject guide" section of the Libguides are incomplete. That is, some subjects have not been included and still need to be added for all students to allow researchers to search any publications related to their subject field. 7. The QUT library 2.0 hosts outside of QUT. This can be a problem if the web 2.0 applications shut down one day and all the data or information could be lost. 8. They are not having a proper scheduled plan for implementing the library 2.0 model. 9. RSS feeds lists updated manually once per month and there is no indication of usage. 10. Client rating feature has no functionality to monitor usage and there is an indication that usage is low. 11. QUT library might implement Second Life, 3d chat but they are still deciding whether it will be useful or not. The problem could be: there will be niched users for its possible outcome. As students or academic staff are normally busy with university works, they QUT Library 2.0 Proposal ________________________________________________________________________ don't have time to play and will take more time searching for the person of whom they probably wanted to talk to. 1.3 Limitation Must work within QUT web governance framework, which involves the look and feel, accessibility, and tools used. 1. For some of the services they have to rely on vendors and it limits their services to vendor supplement. 2. They have to consider about the QUT internet limitations. 3. they have to consider about the IAS (Internet Access Service) limitations for the students.QUT Library 2.0 Proposal ________________________________________________________________________ 2.0 PROPOSED OBJECTIVES Before our team lists out what our proposal objectives are, it is important to note the QUT objectives that QUT library are trying to achieve and let our team make them as a point of references for these objectives to become realistic and we would extend them in such way that improve the current library 2.0 they are having now. 2.1 QUT Library objectives The QUT library has a goal to deliver the information resources and services to the university community. These services will be based on the agreed services values of : • Flexibility • Responsiveness • Innovation -so that it certainly sits with the web 2.0 applications • Commitment to agreed service standard -delivery of services according to their time line. • Awareness of "the big picture" of what's happening in the world such as the existing of new technology (such as web 2.0) and to think about how to apply those technology to QUT Library services delivery. 2.2 Our Propose Objectives • QUT library will give up the user some measure of control. • It will provide personalised services for the user to create contents, commenting and provide feedback on a certain topics rose by librarians, tagging, editing, bookmarking, rating,etc • QUT library will construct online spaces managed by interoperable, scalable components, e.g., content management systems, APIs, Web services, widgets, mashups, blogs, wikis. • QUT Library will make used of the available Web 2.0 tools and applications to create and provide services to users. QUT Library 2.0 Proposal ________________________________________________________________________ • Library applications are in perpetual beta. • Changing the way how the librarians do work. • QUT librarians will be more open, high tolerance, transparent in revealing library information resources and flexible in changing the information to meet the user’s need overtime. • Attract more users to the library not only among QUT students and staff but also public users to make used of any resources which has been provided on the social web via network. • Developing requirements for moving from semantic web (web1.0) to social web (web 2.0). • Invite more user participations and contributions towards improving the library resources. • Deliver any updated library information in real time. • Assessing Web 2.0 to suit the needs of users especially for the primary users such as students and staff. • Allows users to easily reach and directly confront the librarians about any issues regarding any problem or issue they have via online at any time. • To improve the search engine to look for the valuable resources faster. • To increase the user networks especially between those users having the same interests. • To appreciate the new web 2.0 technology and apply the benefits to be used by university community. QUT Library 2.0 Proposal ________________________________________________________________________ 3.0 PROPOSAL DESCRIPTION This business proposal will be a catalyst for change by creating the organisational and technical building blocks that allow QUT library to establish new ways of creating, accessing, and applying information resources to research and teaching which will benefit both staff and students at QUT. The key ideas here will be to implement appropriate web 2.0 tools and to utilize the power of these technologies in order to increase user participation, interaction as well as to improve the usability of services offered by the library, and finally, to make QUT Library a "Library 2.0" platform. According to Michael Casey (2005), “Library 2.0” is a term coined by Michael Casey on his LibrayCrunch blog. It is a loosely defined model for a modernized form of library service that reflects a transition within the library world in the way that services are delivered to users. A theory for Library 2.0 could be understood to have these four essential elements: • User-centred -Users participate in the creation of the content and services, and thus the roles of librarian and user are not always clear. • Multimedia experience -Include multimedia components such as video and audio for the presentation of contents and services • Socially rich -The library's web-presence includes users' presences • Communally innovative -Seeks to continually change its services, to find new ways to allow communities, not just individuals to seek, find, and utilize information. In this report, there will be 7 major steps that the QUT Library will be required to perform, in order to achieve full benefits and objectives we proposed in this report.QUT Library 2.0 Proposal ________________________________________________________________________ 3.1 STEP 1: Conduct Market research The first step to begin with is to conduct a market research with both current and potential users in order to gather additional information and thoughts regarding to this transformation. Prepare questionnaires and surveys to gather feedback from users in different faculties or within different age groups, genders and academic degrees. They may include questions not only based around gathering feedback of the idea of upgrading the current QUT Library site or structure to a Library 2.0 platform, but should also take the opportunity to explore information regarding to users' understandings and experiences among Web 2.0 technologies. This allows QUT Library to get a figure of the percentage of users who agree or disagree with the idea of "Library 2.0" as well as to get a general idea of the conventions of the customers. Also implement analytical application such as WebTrends (www.webtrends.com) which assists in generating measurement and analysis of the current library site, and hence, finding out what are the most popular features and evaluating the number of clicks for getting a job done. Some typical questions or activities may include: • Get some general ideas of the percentage of target users’ engagement in blogging, wiki, file sharing, social bookmarking, social networking, instant messaging, tagging and other Web 2.0 tools. This information can be used to figure out user interest and determine ways how these tools can be applied to Libraries’ information environment. • Conducting research on the implementation of Web 2.0 tools by other university Libraries. After the survey a feasibility study will be conducted to identify the problems and opportunities, define successful outcomes and assess the range of costs and benefits associated with the proposed solutions. It is recommended to follow the methodologies such as SWOT (Strengths, Weaknesses, Opportunities and Threats) analysis, Gap Analysis, ROI and Measurable Organisation Values to get a broader result out of the feasibility study. Through QUT Library 2.0 Proposal ________________________________________________________________________ this study it will give a clear idea to the QUT library to decide engaging with such a project is beneficial or not. 3.2 STEP 2: Propose Web 2.0 Tools The second step of this transformation process will then be to understand the technology choices and make informed decisions on which to use. It will provide Web 2.0 tools and other available resources that assist to create a more interactive, collaborative and community-driven library space both virtually and physically. It encourages collaborative two-way social interactions between users. Search 2.0 Search engine is considering one of the most important features of any library, because it is usually the primary method for users to explore the contents available within library’s databases. Therefore, improving the existing search engine by implementing the available Web 2.0 resources on the internet such as the concepts of Search 2.0 would be the first thing this proposal will discuss about. According to an article published by Ebrahim Ezzy (Ezzy, 2006), Search 2.0 is a new form of searching that collates the scalability of existing search engines and applies new and improved relevancy searching models. It is a special form of search that uses collective community traits including user preferences, collaboration and collective intelligence to return richer and faster search results. Search 2.0 has been said to surpass 2nd generation searches like Google that we are so used to. Some examples of successful Search 2.0 engines in action include Swicki and Clusty.com. The key characteristics of these search 2.0 engines include the ability to conduct pattern recognition and adaptive filtering against each search. Swicki is a collaborative social search engine based on social networking and relies on 'interest groups'. It utilizes the data and values generated by the community and give each search to have the capability to learning from traits, paths and choices made by the community, rather QUT Library 2.0 Proposal ________________________________________________________________________ than returning a long list of generic results as performed by those traditional search engines. Clusty, as the name suggests, is a clustering engine that groups similar items together and organize search results into folders. It goes beyond simple search and combines the power of clustering with meta-search, for example, performing a search of the results of other searches, to provide a productive and flexible search result and experience. This can be a very usable feature for users such as research students who usually require a large amount of references to support their ideas and thoughts. The above examples of Web 2.0 resources provided some basic ideas of how a “new generation search engine” which could be beneficial to users of QUT Library. The key actions here are to implement more user-participatory features such as cloud tagging and to leverage the power of long tail by using automatic algorithmic data management to match supply and demand. A great example of integrating the long tail theory into website and search engines could be identified within Amazon.com, where it helps consumers to find products of similar interests on its giant database and catalogue by providing extensive information such as “customers who bought this also bought…”. In the case of QUT Library, it may be implemented in a way similar to, “Students who borrowed this book also borrowed…”... Harnessing collective intelligences The concept of harnessing collective intelligence allows QUT Library to create architecture of participation that involves users both implicitly and explicitly in adding value to the contents provided by the library and hence, create more opportunities. These actions may include users creating contents, commenting, chatting, sharing, recommending, linking, searching, and interacting within the online community offered by QUT Library. Another key solution here is to introduce the Folksonomy system (tag cloud) to allow quick and easy access to the most recent, relevant and popular contents of the site. The definition of QUT Library 2.0 Proposal ________________________________________________________________________ a tag cloud is "a visual depiction of user-generated tags, used typically to display different groups of the content of web sites (WebTools4u2use, 2009)". Tags are usually single words and are typically listed alphabetically, and the importance of a tag is shown with font size or colour. The idea of tag cloud was first popularized by Flickr and Delicious and is now a commonly used technology to enhance the search function of the website by harnessing the collective intelligences of the users. The uses of tag clouds could be useful at situations such as generating a tag cloud for the most popular books (most viewed or most borrowed...etc) during the past 60 days, tagging the most popular Q&A, or even provide tags that are optimized according to the topics of each webpage...etc. Furthermore, collaborative tagging provides can be considered as a secondary method for browsing or searching over the site because sometimes users just may not have an idea of how or what to start searching with, especially within such a large size or complex structure of website that covers a wide range of topics and contents like the QUT Library. Rich user experience Introducing new techniques such as dynamic JavaScript or Ajax to enhance the browsing experiences of QUT Library website. With Ajax, websites can retrieve data from the server asynchronously in the background without interfering with the display and behaviour of the existing page (Talk.com, 2009). It can be implemented to provide dynamic menus, navigation or delivery of the main features or contents, this allows the website to achieve a more seamless browsing experience as its response times can be shorten and the website becomes more interactive. iGoogle.com can be seen here as an example of website that integrates the Web 2.0 concept rich user experience as it was designed to combine many of the best elements of the desktop and online user experiences using techniques like Ajax, dynamic JavaScript...etc.QUT Library 2.0 Proposal ________________________________________________________________________ Library above the level of a single device Develop a portable version of QUT Library in order to provide users with the capability to access library services through not only standard computing devices such as desktops and laptops, but also mobile phones, PDA or iPhones and from anywhere. Due to constraints such as the screen size, limited keyboard and processing power of exist on these devices, services offer on the portable version of QUT Library should consider including only the main or most popular features such as book search, borrow book or access to user's profile page...etc. The purpose of offering these functions on the portable or mobile phone devices is to enable users to access these information quickly and easily while they are on or off campus, or in the situations where computers are unavailable. Develop widgets or APIs Hire students or professionals to develop QUT Library widgets that can be added to platforms such as iGoogle, Netvibes and MyYahoo or blogs. iGoogle, as well as Netvibes or MyYahoo are customizable homepage services that a lot of people use today, they are the first entry points of the internet and allow users to add their favourite contents or widgets onto them. The key objective of this is to provide users with multiple ways as well as easy access to important contents, notices or popular features of QUT Library. Therefore, the main focus of the services which these widgets offer may include, providing real-time status of the library services, displaying update, news or events related to QUT Library or showing the most popular books borrowed or articles read during the past 60 days according to different faculties.QUT Library 2.0 Proposal ________________________________________________________________________ Some other useful features that may be provided in a widget may include: • Display the availability of computers • Display the availability of study rooms Mash-ups Some mash-ups available in Twitter, Facebook, and Google Friend Connect could be integrated into the library websites or blogs as they can help to: • build the community: let visitors discover each other. • increase engagement: simplify steps required to express ideas or add comments.QUT Library 2.0 Proposal ________________________________________________________________________ Important considerations and best practices include: • where should the mash-ups be implemented? should it be integrated into most of the QUT Library webpage? or depending to the topic of the page? • who will be responsible for monitoring and managing the contents? • should the contents generated (comments, suggestions or thoughts) here be considered by QUT Library? Blog QUT librarians may consider to treat blogs not only as a tool to post promote QUT or QUT Library events or related information, but could also share some stories that are happening in the work places within the QUT Library. Google is a good example here where they share some "Google Inside" stories and interesting ideas on their blogs, this could also be considered as a marketing strategy that helps to attract and involve more users explicitly. Some other usage examples that could be implemented into QUT Library blogs may include: • support your dedicated users: answering questions or posting information for new additions of services, or library collections such as articles, books, videos, CDs, DVDs. • promotion of other Web 2.0 services used by QUT Library: provide links to library's QUT Library 2.0 Proposal ________________________________________________________________________ Facebook, Twitter or Youtube accounts. ..etc. • interacting with you users: blog could be an ideal platform for interacting with users, reply or answer to their comments or questions regularly. • talk about future directions or plans: providing information regrading to the future direction and possible updates or modifications of the library services, and hence, to inform while receive feedbacks or suggestions from your users (currently these activities are usually conducted via emails). • integrating other Web 2.0 services: for example, implementing instant messaging service (ASKQUT, ASK a librarian), polls, surveys, Twitter, Facebook or Google Friend Connect APIs. Wiki A wiki is a group of web pages that allows users to add their own contents, similar to a discussion forum or a blog, but also permits others (sometimes completely unrestrictedly) to edit the content (Duffy, 2008). Wiki may be implemented in QUT Library to support collaboration and data exchange between libraries in different campus or universities. It can also be hosted and operated as an internal version of Wikipedia for QUT Library, where contributions of contents and knowledge are generated by both QUT staff and students. Furthermore, the structure of a wiki system is often considered less-complex than a cooperate website like the QUT Library, where users usually need to go through a number of pages or sections in order to find the information they want, in this case, a wiki may also be used as an "user guide" or "user manual" to supports users with using the services that QUT Library provides. In addition, while QUT Library provides a number of research papers or documents in PDF format that are downloadable by everyone including external site visitors, a Wiki could also be used here as a platform for sharing these free resources or knowledge to allow easy access and attract more users. The following examples are some free wiki applications which are hosted QUT Library 2.0 Proposal ________________________________________________________________________ by the providers:, Wikia, Seedwiki and Wiikisapces. On the other hand, there are also free downloadable versions of wiki application available in today's market, which means that users are enabled to host their wiki on their own servers or web spaces, in general, this is also the ideal method for user such as the QUT Library. Some example of downloadable wiki application include, Mediawiki, Twiki, Xwiki. Important considerations and best practices include: • the use of single sign on (ESOE) and Enterprise level security • collaboration and document sharing practices encouraged • easily searchable both globally and within spaces -increase visibility & participation • who is responsible for monitoring the online environment, and what procedures exist for removing damaging QUT related content? Delicious Delicious is a famous social bookmarking web service for storing, sharing, and discovering web bookmarks. The key concept behind this bookmarking service is that each user acts as a data provider where a user posts his or her favourite bookmarks into Delicious and then those bookmarks will be categorized and shared publicly to other users. A bookmark that receives more clicks/visits than the rest will be shown with a higher priority within its bookmark category, hence, allowing users to discover the most popular sites or topics that others are looking at or talking about, regarding to the categories they favoured. The functionalities offers by Delicious are considered to be beneficial for both staff and students to share interesting bookmarks or useful resources, or embedding Delicious API into QUT Library website to provide relevant URLs or additional information regarding to the topics or contents of the webpage, book or article. It can also be used to generate some other collaborative contents based on user-generated values such as the tag cloud, linkroll or tagroll QUT Library 2.0 Proposal ________________________________________________________________________ which display the most popular links or topics that have been viewed recently, such features can be useful for students who aren't very familiar with the structure or navigation of the site. Example screenshot of Delicious API Youtube and SlideShare Youtube and SlideShare are currently the most popular Web 2.0 applications in the area of videos and presentation slides sharing. Both may be used as an embed file on the QUT Library website for the presentation of multimedia elements or PowerPoint (.ppt) files. For example, staff can record and upload a video for explaining how to submit an online printing job for an A3 size poster to Youtube, then embed it within the webpage that contains the textual description for how to do this. Due to the fact that QUT Library Printing department offers printing services to both internal and external clients, therefore, the feature provided by Youtube can also be considered as a promoting or marketing strategy for the library service. Important considerations and best practices include: • who is responsible for uploading and managing the contents? • how should online content be grouped (tagged), stored and archived? • is a student responsible for Internet usage when they access YouTube contents?QUT Library 2.0 Proposal ________________________________________________________________________ Docshare Docshare is a document sharing application that allows you to share documents between multiple users and multiple computers. Files can be manipulated using a simple web interface, or by mounting your Docshare folders as remote folders on your computer (Case Western Reserve University, 2009). Pretty much similar to SlideShare or Youtube, Docshare allow users to easily upload and share their documents with the formats of for example, PDF (.pdf), Microsoft Word (.doc or .docx) and Microsoft PowerPoint (.ppt), once a file is uploaded, Docshare will automatically convert it into Flash format and present to the users. Docshare also allows users to embed documents onto their own websites or blogs, therefore, this Web 2.0 tool may be used as a document sharing application for contents that require quick and easy access on the library database, for example, previews of book contents, articles or other related or useful resources regarding to the topic of the webpage. Important considerations and best practices include: • who will be responsible for uploading and managing contents? • what process or policy can be used to decide whether the contents can be share on DocShare.com, in other words, to be shared publicly? Twitter & Facebook Twitter and Facebook are currently two of the most popular micro-blogging platforms that people (especially university students) use today. The key ideas of integrating these social networking tools into QUT Library are to utilize the abilities they have in attracting attentions and participations from the users. QUT Library could probably assign more personnels and efforts to manage their current accounts or communities on Twitter and Facebook. For example, by posting more contents regarding to not only updates or news of the library services, but also external resources or topics that may be useful for students or staff such as, a video for an interview with people from the industry, a link to an environmental survey, or QUT Library 2.0 Proposal ________________________________________________________________________ even answering questions from students or receiving comments..etc. Most importantly, QUT Library has to identify a way to promote their online communities to their users because benefits and full potential of Web 2.0 tools like Twitter or Facebook are usually based on the size of the community as well as the interactivity and participation rate of your "fans". In addition, the following website provides a table which contains a list of the Twitter accounts which are owned or operated by library of other universities: • http://twitter.pbworks.com/Universities Important considerations and best practices include: • who is responsible for monitoring and managing the online environment? • what procedures exist for removing damaging QUT related content? • should they be implemented in forms of plug-in or API into QUT Library website? • ability to cluster and format information by label(tags) PollDaddy PollDaddy allows users to create polls or surveys with zero cost and can be integrated into blogs, social network as well as cooperate websites. It can be used at the QUT Library website to receive feedbacks or comments regarding to the questions that the library staff want to ask about. PollDaddy also provides the capability to analyse the results of the surveys as well as generating report into XML or RSS format for distribution. The key idea of this Web 2.0 tool is to enable QUT liberians to create and manage surveys or polls easily and effectively, for example, the CSS template can be configured to match the standard used by QUT website, plus only HTML codes are required to be inserted into the library website in order for the application to perform its functions. Therefore, it may be beneficial to create some online polls or surveys regarding to the implementation of Web 2.0 resources using this free service, then insert or distribute them via platforms like the homepage of QUT Library or via Library QUT Library 2.0 Proposal ________________________________________________________________________ Twitter, Facebook communities. Important considerations and best practices include: • who are the target users or participants here? For example, all QUT students or both internal and external users? • who will be responsible to managing and analysing the process and the result? • will the results be shown to participants after they've been analysed (such as LEX)? • distribute surveys or polls into different platforms to receive different thoughts from different user groups. 3.3 STEP 3: Design and implementation of the QUT Library 2.0 Platform Designing the library 2.0 platform to integrate all the web 2.0 tools in a single platform or interface are also important to produce an interface with a good usability and navigations. Organising the suitable web 2.0 tools within the platform is necessary. As there are more than one web 2.0 tools being introduced, make sure each of them to be visible to the users so that they are easily reach and may not exclude any audience who are using Library 2.0 such as for people with disability. It is sometimes better to use Icon rather than text e.g when linking some text to go to Web 2.0 page is sometimes not visible to some users especially for the RSS feed. Re-size it large enough for the viewer to see. The design should take care of three basic concepts of interface designs which are Content Design, Navigation design and Aesthetic design but this report is not going to explain them in detail as it is not part of this proposal. Content Design -is about the layout of the Library 2.0 platform. Such as if the QUT library designs the platform to be a BLOG which integrate all the web 2.0 tools, it must obey the blog standard size with a centre page in the middle. The legibility of text is quite important which may influence by the type and size of the font. A basic font which has better appearance and QUT Library 2.0 Proposal ________________________________________________________________________ readable on the screen is Verdana. Navigation design is important because it helps the users to navigate from one page or tool to another and it allows users to access the information easily. The easy the navigation is, the more the users can participate in and the easier it is for the viewer to realise more functionality available provided by QUT library. Aesthetic design has a purpose of attracting the users to navigate the page and interest in exploring the information delivered by the QUT library. Mastering the colour is one of the important aspect for a designer should have for designing the colour scheme of web page or maybe a blog page which involves contrasting the colour between text and background to make it readable. Graphics can enhance the visual design of a page to look more attractive. However as the colour scheme is restricted to QUT, it is good if most of web 2.0 tools can be customised into QUT colour scheme which has white and dark blue colour. Like Twitter, the background can easily change by clicking the background tab in the page setting. The colour scheme of a blog also can be changed by editing the HTML/Cascaded Style Sheet(CSS). However, most web 2.0 applications need required skills to customise the page such as skills in HTML/CSS. The implementation of the library 2.0 will be done in two phases. The first phase will be dedicated to implement the suitable platform to reside web 2.0 tools and the second phase will be organising the web 2.0 tools in an attractive manner. After the implementation of phase one is done the unit testing will be followed to test the platform and at the mean time the phase two will be continued. After phase two is completed the unit testing will be conducted to make sure all the tools that has been implemented are error free. This test will be conducted for each and every tool individually. After completion of the unit testing the system testing will be conducted to test the system as a whole to make sure the implementation is successfully completed. QUT Library 2.0 Proposal ________________________________________________________________________ 3.4 STEP 4: Staff Training For the successful use of all web 2.0 tools and applications, the librarian staff need to be knowledgeable in terms of how to use the proposed web 2.0 tools. There should be organised some trainings programs by QUT to educate all the staff members. Therefore QUT should provide certain budgets for organising the training workshops and hire a lecturer or expertise who knows all the relevant web 2.0 tools and applications functionalities, who may provide web 2.0 concepts as well as some techniques which may help the trainees to get the idea and better understanding about how each web 2.0 applications are going to be used for their daily routine tasks. Furthermore, selected staff members required training in CSS/HTML to work on customising web 2.0 pages to meet the QUT colour convention. 3.5 STEP 5 : User testing The next step, Library 2.0 needs to be tested to observe the users participations and contribution on using this new technology especially to university community such as student and academic staff. QUT librarians should check and observe the progression of usage in every Web 2.0 tools used as a daily routine, by looking at the amount of updated incoming feedback messages or responds received from the community, to the information which had been made available to them. Therefore, staff should be assigned task to be responsible in checking, updating and responding to any feedback to questions made by the users to make sure that the users get responds immediately. In this way, users will realised that using web 2.0, they will receive the answer to their questions faster than queuing to the help desk at the library. As a result, this will change users mind set to make used of Web 2.0 tools which may save their time instead of taking their time to travel to QUT library. This may be beneficial to students who stay far away from universities who needs an immediate responds to any problems or issues they might have. QUT Library 2.0 Proposal ________________________________________________________________________ 3.6 STEP 6: Delivery of Library 2.0 After all the web 2.0 tools have been organised in the platform used by QUT library, it is time for the platform to be delivered to the user i.e University Community. This can be done by informing them by email or displaying some information on the current QUT website. Alternatively, QUT library can deliver the information by placing an advertisement or poster everywhere at the university or sending text messages to everyone. In this way, the information will be distributed much faster which may be beneficial to those who do not go online much frequently. 3.7 STEP 7: Upgrade Web 2.0 All web 2.0 tools need to be maintained and upgraded the version from time to time looking for a new possible Web 2.0 technology which may have more functions than the current Web 2.0 application. Having a new web 2.0 tools, it requires replacement with the old version. Therefore librarian staff need to consider for moving the current data to a new tool and how it will impact the users. Our team suggests that before implementing the new tools, it is better if QUT library can run testing to all student and make a survey to figure out the percentage of students who likes to use that particular tool and how many people agrees if the tools to be implemented by QUT Library. It is also recommended to contact a web 2.0 consultant every 6 months to receive more updates and guidance on how QUT library can improve their tools. This will help them in updating their current tools and get the maximum out of web 2.0 technologies. QUT Library 2.0 Proposal ________________________________________________________________________ 4.0 Business Drivers The business drivers for the implementation of library 2.0 in the QUT library can be listed as follow: • Technology growth • More competition • Demand for 24/7 service • People demand for services that are easy to use and easy to access • Growth of Gen Y • Organisations are searching to reduce their costs • People prefer self service • More demand for electronic resources Society needs and habits have changed over the years, we are in an era of great changes where internet and the sense of community over the web is very strong. This makes QUT library to think delivering their services in a new way. Technology is no longer a complement for business, it is its core and as many businesses QUT library needs to be on top of technologies not only to offer the best service to its costumers, but also to be more competitive. Nowadays when talking about innovating technology, web 2.0 tools can not be ignored. QUT library started a big change in the past years, including new web technologies and web 2.0 tools to improve users experiences. This interesting and challenging project started as individual contributions from some library staff, as so, there is no coherence or homogeneity across all divisions. The aim of this project is to put on track all this effort for a common goal. QUT library management is “strongly client focused” and has a policy of “ongoing technical innovation”. This is the most important trigger for this project, and all proposed work is bases on this concept. QUT library is always on the search of the latest technologies, the best databases, the latest book releases, and now, the latest tools to make their large amount of information available to everyone.QUT Library 2.0 Proposal ________________________________________________________________________ Generally the library operates from 7.00 am to 10.00pm and this limits the library users from accessing library and its resources after hours. In this new era most library users prefer the availability of the resources at 24/7 basis. They prefer working long hours on doing researches and web 2.0 technologies and tools give the opportunity in working at any time disregarding the library open hours. This can be considered as one of business drivers and meeting customer demands will enhance the business profitability. In tradition libraries used to rely on the staff, their skills and training. Nowadays people are more keen on finding information on their own selves. Using a great range of web 2.0 tools will not only allow the customers to find the information they are looking for by themselves, but also they will be able to contribute and help other people to find information on similar or same topics. This is a big change on how libraries operate, as the librarians are not the only ones taking part on the recommendation process. Each user can rank, tag, or recommend readings on a particular topic helping to create a community of readers helping each other and helping the librarians. This is a crucial driver for web 2.0 as this will make library's information more easy to find, more reliable, and more user-orientated. Apart from the self service platform, people demands on the services which are easy to use and accessible. Normally, they prefer to access the library resources through online from anywhere they are, instead of going to the library. Therefore it is crucial if all the QUT library services and resources are made available on the internet which can be accessed through either from their laptop or even through mobile devices. This is another business driver which triggers this proposal to be implemented as nowadays majority of people got PDA and iPhones which allow access to library services and information through WIFI (wireless connectivity). In this way, people can save more time and more efficient in getting the resources easily, which may be beneficial for those who do not have much time to go to library.QUT Library 2.0 Proposal ________________________________________________________________________ QUT library has a large number of Gen Y users and having an audience of Gen Y can also be a good business driver for the organisation. Gen Y is always famous for doing things in a new way and they always can be attracted to use latest technologies. This generation is always keen and interest in learning new technologies and they are very fast in learning those techniques as well. Adopting new technologies and tools for the library will result in attracting more young users to the library and also will help the early adopters. These days organisations are interested in reducing their operational costs and increasing the profits in the organisation. Having more independent and active customers, is a great benefit for cost reduction. Also the use of web 2.0 technologies and tools give the opportunity to access a wide community in less budget. These technologies and tools will also can be used in advertising the organisation and enhancing the brand with a considerably reduced cost compared to traditional way of doing things. Due to the use of web 2.0 tools and technologies in the society most users are familiar with most of them and no training is required for either customers or librarians. On the other hand, web 2.0 tools are usually free, making much cheaper any project as there is no need to pay for licences. People also like to use electronic resources such as e-books, e-journals, electronic databases and electronic articles. There is an increasing demand for electronic resources where this preference can drive the library in finding new ways of meeting the demand to succeed in supplements. QUT Library 2.0 Proposal ________________________________________________________________________ 5.0 Benefits The primary benefit of having this proposal is to give a new idea to the QUT library staff to enhance the web 2.0 they have currently implemented and having a platform which provides new services to students and academic staff as well as meeting the objectives of QUT library to have platforms which are more flexible, responsive, innovative and will increase the awareness of new technologies which might improve the students services in accessing library resources. Library 2.0 will be user centred, socially rich which allows the user to participate in the creation of the content and services as well as giving users to have multimedia experience and the platform becomes communally innovative which always seeks for a better technology to improve services to help communities to find and utilise the information easily. The first step, our team has proposed QUT library to conduct a market research. In any projects or proposals, doing a market research is crucial to figure out what the users or communities need and to get feedbacks what they think if web 2.0 technology will be implemented by QUT library. The benefit of doing the market research, it helps the QUT library staff to identify which of the web 2.0 tools are mostly preferred by the majority of people and to determine how they will improve the library services and resources with the selected web 2.0 applications to be easily delivered to the community. By implementing the web 2.0 concepts and tools introduce in the proposal, not only the benefits to be gained by QUT library which may reduce their work burden of having lots of students asking questions especially in the help desk section, but also students, academic staff and the university community in general will experience changes in the method of accessing the library resources such books, articles, journals and etc, which may save their time in just a minute to get the information they are aiming for through online instead of walking to library and queuing up to the QUT library helpdesk. The points below will highlight some of the benefits of the web 2.0 concepts and tools mention in the proposal description:QUT Library 2.0 Proposal ________________________________________________________________________ Search 2.0 : this 3rd generation search engine technologies returns richer and faster search results in getting the information than the traditional search engine as it uses collective community traits including user preferences, collaboration and collective intelligence. The other key benefits for implementing the search 2.0 in QUT Library website are the ability to target and capture new micro markets, content producers(QUT library) can reach wider audience not only from the university community but also from non-QUT users i.e public and give opportunity for increased consumer choice. With reference to the proposal description, QUT library can use the concept of search 2.0 such as Swicki and Clusty. Harnessing collective intelligence : The benefits of this concept is to allow more users participations in adding value to the contents which have already made available by QUT library. Some allowable features which enables the user to control the platform contents such as commenting, chatting, sharing, recommending, linking, searching, and interacting within the online community offered by QUT Library. Using Ajax: Rich user experience, enhance the browsing experiences of QUT Library website, shorten its response time and make the website more interactive. With Ajax, websites can retrieve data from the server asynchronously in the background without interfering with the display and behaviour of the existing page. By providing the mobile application (portable version) to access the QUT library website from mobile devices, it allows users to access the library resources and information quickly and easily from PDA or iPhone where they can do that while walking, on or off campus such as from the restaurant, shop or anywhere where there is wireless connection to access the internet. The benefits of Widget and API, it allows QUT library to add a small content or micro service application as an additional features into the QUT library 2.0 site to provide more services QUT Library 2.0 Proposal ________________________________________________________________________ and more functionality to university community such as QUT library updated news or upcoming events or can even shows some popular books being borrowed or articles read by most people and in general, can add different kinds of application which may be needed by the university. Wiki may be beneficial for collaboration between different campus of QUT libraries (Gardens point, Kelvin Grove and Caboolture) which may be needed to form some discussions for improvements purposes or for paper documentations between QUT library staff in different branches. It can be used for data exchange between students (or researchers) and QUT staff in sharing knowledge and contents to produce more recent journals or articles to add more resources to the library for other students to use to support their study. QUT library also can use Wiki to display user manuals to support the students and staff about using services that QUT library has provided. The benefit of using Delicious, it allows staff and students to bookmarks any websites to be shared among the university community in general by placing tag of the associated URL and allows them to categorized in appropriate folders for their future references. Having this application in QUT library 2.0, this may be beneficial especially for researchers to manage the articles easily and at the same time helping other students who are searching for the same articles to find it easily from the tag being created by them. Youtube can be useful for displaying some learning guides such as how to submit printing job to QPS (QUT Printing Services), to provide a good alternative especially to new students instead of reading the guides in paper, because it is believed that using video, people will learn faster than reading in textual form. Not only the benefit gained by the university community but also it can promotes this library services to public and this will help a good marketing strategy which will indirectly increase the QUT revenues . QUT Library 2.0 Proposal ________________________________________________________________________ The benefits of using Slideshare is that it allows users to share any presentation slides not only among all QUT staff but among university community in general. The library information will become transparent and openness to allow the community to observe what improvement or changes the QUT library has progressively made. It may also be used for displaying the learning guides similar to Youtube. QUT library website can also have Docshare beneficial for students and academic staff especially research students to easily share documents such as reports, journals articles, conference contributions (paper, presentations and posters), theses, books, book chapters and other research outputs to the QUT community. This may be good alternative of web 2.0 to replace QUT e-prints which currently available in QUT library website to store, display and indexes scholarly materials in digital form. The benefit of having Twitter in QUT library platform, it encourages efficient delivery of QUT library informations to the follower (i.e university community) in real time which may include updated news and events, information about new QUT library services, links to surveys, answer student's questions, allows QUT library staff to display some important URL links or resources immediately for university community advantage. Facebook can be added to QUT library platform to increase library networks and participations from the university community to become part of the QUT online community. By having all the library staff displayed pictures in Facebook, students can easily communicate directly through online not only to ask any question to any staff member but Facebook overlaps from one's personal status to another i.e students can see staff personal profile, breaking the barrier between student and staff while commenting with each other. Therefore librarians can make use of this powerful tool to provide many useful library information resources and services to entice more users to come to the library. QUT Library 2.0 Proposal ________________________________________________________________________ The benefit of PollDaddy, it allows QUT library staff to conduct online survey effectively with zero cost to get feedbacks or comments from the students, staff and university community in general especially for getting feedback on any new services they have implemented such as about web 2.0 tools they currently implemented. This tool is customizable which enables QUT library staff to configure the CSS template to match the standard used QUT website. It also allows staff to generate reports from the analysed survey which can be easily distributed in XML format or even RSS feed. Subsequently, the benefits of having a good aesthetic, navigation and content design platform, will encourage more users to visit the website, easy navigation from one web page to another which leads to easy access to the information resources provided and have well-arranged tools which integrates all the web 2.0 tools on a single interface. Furthermore, having a good usability design may not prone to exclude some viewers such as people with disability or colour blindness which enable them to reach the existing tools and services provided by the QUT library satisfactorily. The benefits of having platforms and web 2.0 tools tested, it may help the QUT library staff to observe the amount of user participations in the first trial and identify some measures how to improve them if it is not satisfactorily meet their objectives before going live and implementing them on the QUT server. To conclude this section, the above points have highlighted all the benefits which can be possibly occur when QUT library has achieved its objectives to implement every web 2.0 tools and application our team has proposed.QUT Library 2.0 Proposal ________________________________________________________________________ 6.0 Return on Investment (ROI) Return on Investment (ROI) analysis is one of several approaches to building a financial business case. The term means that decision makers evaluate the investment by comparing the magnitude and timing of expected gains to the investment costs.(Solution Matrix, 2009). In this case it was difficult to measure the exact monitory value because measuring the ROI of web 2.0 is difficult where the benefits and profits are unmeasurable. To measure the ROI in some situations we were lack of information such as the number of hours library staff spends on sending emails, the normal salary of the library staff member and etc. Under these circumstances we decided to give some figures in percentage values where we believe it will give an idea of how profitable the implementation of this solution will be to the library. • Most proposed tools can be implemented free of charge • No extra costs relating to the installation (eg: hardware software) • Tools can be upgraded easily with less cost and time • Maintenance cost will be low • More user participation in content management and this will reduce the work load (expected to be reduced in 25%) of the library staff where they will be able to utilise that time in increasing library productivity. • Less staff will be needed in maintaining these tools so library can save costs in hiring staff (expected to be reduced in 20% compared to the current hireling rate). • Expertise have to be hired in training the library staff for 40 hours and for 1 expertise it will cost AU$25/hr. • Search2.0 allows research students to do their searching in less time because the results will be displayed in a categorized manner (Organising resources can be reduced by 2 minutes). This can help the library in attracting more library users and gaining more profits. • The most popular topics will be easily found through Delicious. Users may save their time in searching for particular document from the very beginning. This will increase QUT Library 2.0 Proposal ________________________________________________________________________ user satisfaction and help the library in achieving being technologically modern library. • With Ajax the response time will be shorten and the navigation through the web site will be improved where the users and library staff can lessen their time spending in doing something in the web site (The respond time is expected to be reduced in 30 seconds). The productivity of the users and library staff can be improved. • Users will be able to access the library at any time from any where using mobile devices. This will increase the user involvement in using the library and the library staff will also be able to update the web site without reaching their office where they can save their time (If they spend on updating the web site for 30 minutes a day they can do it at their spare time without reaching their office computer). • With the help of the widgets the latest library updates can be distributed and library staff can use this tool instead of sending emails to the library users. This will save time and cost in reducing sending emails (If one person spend 15 minutes every day sending emails they can do this within 10 minutes by adding updated to the appropriate widget). • Using wikis will also allow communicating and collaborating easily. This will reduce in sending emails and messages to the responsible parties. Through wiki many individuals can contribute to one discussion. (We expect this tool will minimise the time in at least 20% for passing one message to many people and receiving the response) • Using tools like Youtube and slide share will give the opportunity in enhancing the QUT library brand name in the society with minimum cost and time. (The expenses done for marketing can be reduced in 5%) • QUT library users and staff can use Docshare tool to share the documents in less time. They don’t need to waste their time in typing email messages to everyone they want to share the document with. • Micro-blogging tools will allow in increasing the library’s online community and QUT Library 2.0 Proposal ________________________________________________________________________ attracting more users. It also allows the library to interact with library staff and users in providing latest updates and events of the library. • The library can do their own survey with PollDaddy tool with less resources such as time, people and cost (It is expected the library can reduce resources they allocate for surveys by 2% if they manage to use PollDaddy). QUT Library 2.0 Proposal ________________________________________________________________________ 7.0 Milestones The following is the project schedule for implementation of the library 2.0 for QUT library. The project will run for two and half years to complete and in the completion of each stage there will be an output for the client to measure the progress of the project and they are denoted using the milestones. The dates indicated in the Gantt chart will be vary according to the starting date of the project, but the duration that will be taken for each task will not change. Please see the Microsoft Project file attached to the .Zip file for the gantt chart. QUT Library 2.0 Proposal ________________________________________________________________________ 8.0 References Miller, P. (2005a). Do libraries matter?: The rise of library 2.0 (A Talis White Paper), Talis. Retrieved October 18, 2009, from http://www.talis.com/applications/downloads/white_papers/DoLibrariesMatter.pdf Murugesan, S. (2009). Understanding Web 2.0. Retrieved 10th September, 2009, from http://www2.computer.org/portal/web/buildyourcareer/fa009 Clusty. (2009). Clusty. Retrieved September 28, 2009, from Clusty.com: http://clusty.com/Duffy, P. (2008). Engaging the YouTube Google-Eyed Generation: Strategies for. Retrieved October 10, 2009, from http://www.ejel.org/Volume-6/v6-i2/Duffy.pdf Ezzy, E. (2006). Search 2.0 vs Traditional Search. Retrieved September 25, 2009, from ReadWriteWeb: http://www.readwriteweb.com/archives/search_20_vs_tr.php Swicki. (2009). Swicki. Retrieved September 29, 2009, from http://www.eurekster.com/Talk.com. (2009). What is Ajax?. Retrieved October 13, 2009, from http://ajaxpatterns.org/Talk:Whats_Ajax%3F WebTools4u2use. (2009). What is social bookmarking?. Retrieved October 12, 2009, from http://webtools4u2use.wikispaces.com/Social+Bookmarks Maness, J.M.(2006). Library 2.0 Theory: Web 2.0 and Its Implications for Libraries Retrieved October 22, 2009 from http://www.webology.ir/2006/v3n2/a25.html#18 Miller, P. (2005a). Do libraries matter?: The rise of library 2.0 (A Talis White Paper), Talis. Retrieved May 18, 2005.from http://www.talis.com/applications/downloads/white_papers/DoLibrariesMatter.pdf Case Western Reserve University. (2009). Docshare. Retrieved October 14, 2009, from http://wiki.case.edu/Docshare#What_is_Docshare.3F Michaelpanoff. (2009). Cloudlicious. Retrieved October 5, 2009, from http://michaelpanoff.com/img/cloudlicious.png Web 2.0 analysis. (2009) Retrieved October 8, 2009 from https://wiki.qut.edu.au/display/web2/HomeQUT Library 2.0 Proposal ________________________________________________________________________ Solution Matrix.(2009). Return on Investment: What is ROI analysis? Retrieved on October 16, 2009, from http://www.solutionmatrix.com/return-on-investment.html