3.5 The Current Status of Providing and Accessing Library and Information Services
3.5.2 Service Offering
3.5.2.3 Mobile Web-Based Library Services
Kroski (2008) defines the mobile Web as “the World Wide Web accessed through a mobile device, ranging from a cellular phone to an iPod Touch. It is not only restricted to websites that are optimised for mobile devices but includes the entire Web. Both Becker (2015) and Caniano and Catalano (2014) agree that the introduction of the iPhone in 2007 ushered in a new era in as far as mobile Internet is concerned because it eliminated most of the issues that had plagued mobile devices of the time. These issues ranged from poor user interfaces and slow connectivity to small screens (Bridges et al., 2010). The impact of the iPhone and other related smartphone devices is quite evident from the the ECAR (2010) study which observed a marked increase in the number of students who owned and accessed Internet from a handheld device from 33.1% in 2009 to 48.8% in 2010 (Smith and Caruso, 2010). Caniano
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and Catalano (2014) were, however, quick to state that besides the good things, the advent of the iPhone brought with it new challenges as well. These included the need to integrate the new technologies, and the ability to move seamlessly between platforms (mobile to desktop and back again). Nevertheless, these are challenges the LIS community should gladly accept as smartphones in general, have simplified access to the Internet which in turn have added a whole new dimension in information access and dissemination, particularly in areas where broadband Internet access is limited such as Africa.
Encouraged by the increase in Internet access from mobile phones (Smith and Caruso, 2010), and the positive user response to the use of mobile phones to access library services (Paterson and Low, 2011), university libraries are now beginning to offer their services through the mobile web (Bomhold, 2014; Felts Jr., 2014; Ballard and Blaine, 2013; Becker et al., 2013; Bridges et al., 2010). Irrespective of differences in terms of setting, mobile web- based services have largely remained uniform. The service offering has mainly consisted of library hours and location, events, patron account, Ask a librarian, and databases. However, some libraries have added a unique touch to their service offering by including services not offered in other libraries to complement the common services. The Oriental Institute of Technology Libraries in China, for instance, provided three mobile web services that included library SMS services, mobile video on demand (MVOD) system, and preview and reservation service of new titles which have proved popular to its clients (Wang et al., 2012).
However, the needs of users vary according to settings. For example, a study conducted by Bridges and Rempel (2013) at Oregon State University Library comprising of 115 respondents found that most users were interested in viewing the library’s hours (47%), finding a book (25%), locating resources on a topic (21%), reserving study rooms (13%) and checking computer availability (10%). Conversely, a study by Caniano and Catalano (2014) comprising of 130 students at Hofstra University revealed that most of those using mobile devices to access the library accessed research databases (44 %), Google Scholar (26%), Journal Finder (24%), the catalogue (24%), course reserves (18%), and interlibrary loan (15%). It is, therefore, imperative to clearly identify the needs of library users through proper needs assessment mechanisms to ensure that the library mobile web service offering addresses those needs. The literaure further shows that libraries that have forsaken this concept have experienced low usage of their mobile web site in spite of heavy marketing campaigns (Felts Jr., 2014). On the contrary, libraries that did a proper needs assessment
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before designing and launching their mobile websites have experienced good usage trends (Ballard and Blaine, 2013; Wang et al., 2012; Bridges et al., 2010).
Kroski (2008) indicates that a mobile phone can access any web content, be it mobile- optimised or ordinary websites. However, the challenge posed by ordinary websites is that they do not load properly on most mobile phones such that, in some instances, the user is forced to keep scrolling back and forth across the page to view the content (Nowlan, 2013).
To overcome this challenge, Mairn (2012) encourages libraries to develop websites that are optimised for mobile phones. Some scholars (Caniano and Catalano, 2014; Ballard and Blaine, 2013) even advocate for the development of apps for the library to act as a platform for the offering of mobile web-based services for the library. In terms of the mobile website, libraries ought to make a number of technical considerations in developing them. Peters (2011), for instance, indicates that libraries should strive to make their services accessible to all mobile users, regardless of the device, and operating system. These sentiments are made in the context that other mobile websites do not display well on the screens of other mobile phone brands. To overcome this challenge, it is advisable that the development of the mobile website should be preceded by a survey on what type of devices the potential users possess.
This will ensure that the mobile website developed is compatible with the devices owned by the patrons. In a related development, Ryan (2010) recommends that different versions of a website that embraces the diversity of mobile device ownership among library patrons be developed to optimise usage of the library website. In line with this, Ryerson University Library in Toronto, Canada, developed native applications for the iPhone and Blackberry which were found to have the highest penetration at the university (Wilson and McCarthy, 2010).
Another important consideration when designing a mobile website is to decide on what type of content to be accessed through the website. In this case, Houghton (2012) advises all those embarking on this exercise to focus first on listing critical information about the library, and then include the various services that your partners (content providers, local resources) also offer. The final step, could involve inserting an auto-redirect script on the standard Web site so that visitors are automatically directed to the mobile-friendly site. However, making assumptions of what your patrons may or may not like could prove counter-productive as was the case at the Coastal Carolina University Library where a mobile website that was created did not initially attract much usage. It was only after introducing some value-added services
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such as discovery services, chat and SMS capabilities, and computer availability maps that the library witnessed remarkable increase in usage (Felts Jr., 2014). The right course of action to follow in implementing such a project is that taken by Bridges et al. (2010) who whilst implementing a similar project at Oregon State University Libraries took a consultative process that included libraries’ administration, faculty, staff and literature review on the topic. Consulting literature pertaining to similar projects and faculty who represented the client base of the library, made it possible for the library to include content and services which the clients appreciated. This ensured that only relevant content found its way to the mobile site.