Towards a Library of bits and bytes; the DUTL as centre of knowledge for science and innovation

,~!t.

Towards a Library of bits

and bytes

The DUTL as centre of knowledge for science and

innovation

Towards a Library of bits

·

and bytes

The DUTL as centre of knowledge for science and

innovation

Published and distributed by: Delft University Press

P.O. Box 98 2600 MG Delft The Netherlands

Telephone: +31 15 2783254 Telefax: + 31 15 2781661

Original title "Naar een bibliotheek van bits en bytes.

De BTUD als kennisknooppunt voor wetenschap en innovatie': ISBN 90-407-2030-4

Copyright 2000 by DUTL visiting committee

All rights reserved. No part of the material protected by this copyright notice may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying, recording or by any information storage and retrieval system, without written permission from the publisher: Delft University Press. Printed inThe Netherlands

Contents

1. Foreword

2.

SlJmmary and conclusions

3.

Introduction

4.

DUT~s university role

5.

DUT~s national role

6. DUTL in the marketplace - as information broker - as supplier and consultant - as publisher

7.

The organisation of DUTL 8. The functioning of DUTL

9.

The future of DUTL

Appendices

• Responsibilities and composition of the visiting committee • Process, schedule and programme of the visitation to DUTL • DUT~s manifesto • Glossary • Bibliography

7

9

13

15

21

27

29

30

31

35

41

45

49

51

53

55

61

1 Foreword

Currently, scientific libraries are rapidly transforming themselves into information-intensive meeting points for professionals and students whose key resource is knowiedge, and who require a base, both physical and virtual, for their own creative and innovative work. DUTL occupies a leading position in this process. What is noticeable, however, is that the value of this service is often not fully appreciated, even by informed users. The library simply exists and does its job almost invisibly. It can be said that DUTL is to a large extent taken for granted. Dur American colleagues call this "ubiquitous value" and point to the danger that lies in such a perception.

In the present economy, it is by no means certain that these services will continue to be available as a matter of course. A service provider needs to keep closely in touch with the demands of clients, but clients must also be aware that the provision of a service requires a remuneration of some sort. This is nothing new. If however we apply this principle to the provision of scientific information and the role that DUTL plays in this area, we can see that there could be some doubt regarding the "automatic" continuance of the services provided. Changes are taking place and due to developments in the area of information and communication technology, it is not always clear in which direction and how fast these changes will occur. Consequently, there is no guarantee that the provision of information can be assured in the future.

The funding of scientific information would also seem to be something that is taken for granted. However, in the absence of firm agreements regarding strategic interests, quality and management, the funding is often implicit. In such instances, much is determined by the historically established value of an organisation. This is neither in the interest of the client, nor the supplier. What is certain, is that excellent structuring and co-ordination of information provision are essential to further progress, not only in scientific research and education but also in commercial innovation.

The recent visitation of DUTL, of which this is the final report, is intended to bring some clarity to the dynamic situation in which the library is a player: clarity with regard to the place and position DUTL occupies in the modern university community, clarity in respect to what is referred to as its 'national role' and furthermore, clarity regarding the relatively new activities that DUTL is developing as an entrepreneur and publisher in the marketplace.

Finally, the report seeks clarity regarding DUT~s vision for the future and how this relates to its current policy and that of the Executive Board. More than anything, it is this vision that should form the basis for the further development of scientific information provision in the 2pt century.

- --~ - - -

-The visitation took place over a relatively short time period. -The entire process of preparation, implementation and reporting took just three months. This would not have been possible without the high-quality co-ordination and written work carried out by the secretary of the committee, Drs. R. Dekker, and his assistant, Mrs. C.A. Moualed.The Board and Management of DUTL also deserve a word ofthanks.They were not only thoroughly prepared for our visit, they were also sincere and open in the answers they gave to the numerous questions posed by the committee. Finally, I would like to thank the members of the committee, whose commitment and analytical skilIs were of crucial importance.

Prof. Dr. R.J. Tissen Delft, December 1999

2 Summary and conclusions

In the committee's opinion, DUTL can be considered one of the best university libraries in Europe. DUTL has vision, is ambitious and innovative. The division of the organisation into core competences (quality selection, information mediation, logistics and consultancy) forms an excellent platform for the further development of (new) products and services. DUT~s function on behalf of research by the TU Delft is also weil established.

Nevertheless, the committee found that DUTL requires some reinforcement as far as education is concerned. To be able to facilitate a "lifetime of learning'; and consequently be in a better position to strategically exploit the contribution information provision makes to the TU Delft, the committee believes that the Executive Board of the TU Delft must give the provision of scientific information a higher priority. In view of the strategic importance of scientific information provision and of the encouragement of innovation for and by the TU Delft, the committee's advice is to carry out a study to establish to what degree targeted investments in information provision can improve the status and competitive position of the TU Delft in the scientific world, both nationally and internationally. In the committee's view, the funding of scientific information provision should be seen more from an investment point of view, rather than from a cost management perspective.

Conversely, DUTL needs to profile itself more strongly by better integrating the issue of "Iearning to find things" in education, in particular by looking for links with the content of education. In this respect the Executive Board is called upon to strengthen the demand side from the faculties. In this way DUTL can project itself more eftectively as a supplier of information ski lis. The advent of problem-driven and multidisciplinary project education is, in the committee's view, an opportunity to further enhance the function of DUTL. It is also an opportunity to increase DUT~s

involvement in education. In the committee's opinion, the ongoing change in

DUT~s culture i.e. from a supply-oriented to a demand-oriented organisation is essential, and as such requires more attention.

From a national point of view, monitoring of the continuity and quality of the "national innovative inheritance" is an important issue. The committee sees DUTL as the "National Library of Innovation" and therefore responsible for an important national, and also international task. The cost of carrying out this responsibility can be easily justified to the Ministry in terms of DUT~s role as an important base for technical and scientific innovation, one that is at least as comprehensive and accessible as similar centres in other countries. This is in line with both the policy of

- ~~~~-- -

-the TU Delft and -the national government to advance -the Dutch knowledge economy as far as possible. In the committee's view, it is extremely important that DUTL continues to receive national funding for this task. The committee also feeis, however, that DUTL should pay attention to projecting itself more effectively in its national role, and that active marketing should support this. Client orientation is the central issue here. In this respect, the necessary transformation from a supply-oriented to a demand-supply-oriented organisation is very relevant. DUTL should be able to authoritatively display its innate strength, and lay claim to a prominent position, building on the unique standing the Library already has as a leading scientific institution in Europe.

The committee recommends the setting up of a guaranteed electronic store of information, as an extension of the already existing national physical information repository in Delft. The establishment of a virtual repository function in Delft could increase its attractiveness as a national and international centre of knowiedge. The definition of such a repository function must be reviewed in the light of the technological and intrinsic infrastructure that is currently being realised by the Royal Library (Koninklijke Bibliotheek, KB)

The committee feels that DUTL definitely has opportunities in the marketplace.The criteria for DUTL to emerge as an "entrepreneurial player" need to be made explicit. Moreover, a marketing plan that is founded on basic business principles and which takes account of potential competition, should be drawn up as quickly as possible. Proper consideration also needs to be given to the activities DUTL is developing on behalf of the Third World. Here it must be determined whether the exploitation of one's own experience justifies the commitment of scarce DUTL resources, from a perspective other than that of the personal development and challenge of professional staff.

The committee sees a c1ear trend towards the outsourcing of information services by industry.The link between the location ofthe collection and the place where it is used is becoming less important. A huge gap exists between information supply and demand that can be filled by pre-packaged or repackaged customised information. Knowledge management and knowledge centres are the concepts within which this provision of services should take shape. There is an opportunity for a professional entity to act as a co-ordinating point between the demand for and supply of information. DUTL has sufficient potential to profile itself as an information broker for industry. The committee also expects that in the near future there will be huge demand for training and re-education in the areas of information provision and effective use of information. DUTL could easily play a part in this process.

The committee sees DUT~s position as an electronic publisher mostly in terms of optimising the intellectual capitalof TU Delft and further improving scientific communication. The committee recommends that DUTL make a start with the development and implementation of a new scientific communication system within the context of knowledge management and based on Roquade, which is seen as a positive initiative. It should be a system centred on the individual scientist, one that stands for the integrity, reliability and accessibility of

publications. Such a system could offer numerous opportunities if set up from the outset in co-operation with several large national and international universities and libraries. The committee recommends that the Executive Board appoint a project group to study the potentialof this idea further.

The committee is also not displeased with the potential price-cutting consequences that this initiative could have for traditional publishers. Co-operation with publishers, however, should not be ruled out. What is important is that universities (and university libraries) should negotiate from a position whereby the origin and ownership of the knowledge is incontrovertibly established.

DUTL, as one of the leading university libraries in Europe, is in a prime position to realise the concept of the virtual library. For many people this concept is still a theory. Furthermore, the committee is of the opinion that up till now the transition from classica I to hybrid library has proceeded quickly and positively. Core activities are being carried out professionally and the committee applauds the way in which ICT is being implemented to design DUT~s products as stepping-stones on the path to a fully-fledged virtual library. The committee is also impressed with the vision of DUTL, and is of the opinion t~at the library is anticipating future developments in its environment.

There is, however, some concern regarding the gap that currently seems to exist between vision and reality. Can the organisation as a whole attune itself to the vision of management quickly enough, and with sufficient quality?The committee considers it desirabie that a transformation plan be drawn up as soon as possible to direct and further support the implementation of DUT~s vision. The Librarian, with the support of key people in the organisation and as many present staff members possible, should commit himself to the building of a new organisation and the cultural change required to bring this about. Internally, the most important objectives are therefore the creation of more support amongst employees and better communication of the direction DUTL has chosen to take.

Above all, the committee believes that a number of management functions need to be strengthened. There must be, for example, rapid improvement in the way the personnel and marketing functions are executed so that progress in renewing the organisation can be accelerated. Marketing is an important activity for DUTL, both within theTU Delft and externally. The recruitment of a marketing consultant is one of the possibilities that could be chosen to give direction to this process. DUTL needs to work on improving its image.

The committee also noticed that the quality of the financial and administrative functions within DUTL leaves much to be desired. There is ample scope for improvement, indeed improvement is necessary. The conclusion is that DUTL is still functioning weil below the desired level with regard to administrative organisation, internal controls and management information. This can be improved by the introduction of the BAAN systems, but then the opportunities that these systems offer must be properly exploited at operational and management level. If DUTL wants to make optimal use of the possibilities that the new BAAN

systems offer, for among other things financial management, then it must have high-quality people who can meet management's information needs and also make full use of the new systems' potential. The existing staff would seem to have some way to go in this respect.

The committee would also drawattention to the further development of information specialists as domain specialists embedded in the core activities surrounding education and research at the faculties and departments. These employees are active "networkers" in the faculty and are the first that will be able to translate customer demands into DUTL products and services. These staff can also provide training in information ski lis, effective use of information, and the organisation of information provision and quality control at the faculty. The committee's expectation is that these information specialists will be the key players in the process of transformation from a supply-oriented to a demand-oriented DUTL. On this basis, the physical location of libraries or sub-libraries at the faculties would no longer seem essential in the future. Plans should already be developed for this eventuality. The provision of study places in this context is a separate matter and should be assessed on its own merits.

DUT~s attention will increasingly have to be directed towards the effective and efficient channelling of information between supplier and consumer. During this channelling process, the core competences of DUTL can add value. The strategic role of such a provision of information for the TU Delft should, in the view of the committee, be better reflected in the position that DUTL currently occupies in the university itself. This is a matter for both the Executive Board and the management of DUTL.

At national level, with the right financial conditions, DUTL can grow into a library that truly represents the National (and to a certain extent international) Innovation Resource.The committee strongly encourages both the Ministry and DUTL to allow a more concrete realisation of this concept.

Delft,

3 Introduction

Information is

the

production factor for learning. Technical and (natural) scientific

information is the most crucial ingredient in the innovative strength of the Netherlands. The continuity and quality of this ingredient are of obvious importance for maintaining progress in innovative productivity. This will not, however, take place by itself.

Information has become a strategic asset. In the field of research, this realisation has emerged in scientific discussions and publications both at home and abroad. The provision of scientific information is being increasingly applied in education in order to improve the quality of that education. Furthermore, new forms of education, which are emerging under the influence of Information and Communication Technology, are being given support. For some time now, information has been a strategic commercial asset and this has resulted in a growing demand from organisations for specialised scientific information.

ICT has also brought about many changes. The traditional role division among the various parties involved in the provision of scientific information is changing. Whatever form the new allocation of roles takes, the quality (integrity and reliability) of scientific information provision must in no way be endangered. The continuous renewal of scientific information provision is directed at the actual workplace of the researcher. This is leading to an integrated supply of electronic services in the workplace, wherever it might beo The applications available at the workplace are characterised by the qualities of low threshold, transparency and robustness. In education, the provision of information should be integrated to a great extent in the curriculum. Searching, finding and using information is becoming more difficult.The job of "Iearning how to find" will become an essential part of scientific education in the near future. For industry, innovation is a condition of survival. Here too, the adequate provision of an information infrastructure is a condition of success.

DUTL plays a key role in the process of scientific information provision. This is based on a number of core competences: quality selection, information mediation, consultancy and logistics. Influenced by the above-mentioned developments, DUTL finds itself in the process of transformation, a process that has to give shape to the virtual library of the future.

The visitation of DUTL forms part of this transformation process. The committee wished to assess the vision on which the direction of DUTLS development is based, and the efficiency and effectiveness of the organisation as a who Ie. Discussions

were therefore held with key people from within the university concerned with DUTL, and representatives from both the Executive Board of the TU Delft and the Ministry of Education, Culture and Science. Discussions were also held with some of DUT~s customers from both inside and outside of the university, experts in the field of scientific information provision and, of course, with the management and staff of DUTL itself.

The expectation is that in the years to come, scientific libraries will undergo an internal metamorphosis. It is not unimaginable that the difference between the classic image ofthe library and the "Library of Bits and Bytes" will become as large as that between the image of the first telegraph commuciation system and today's nationally known newspaper of the same name.

4 DUTLS university role

Insight: DUTLS viewpoint

1

Digitalisation has made it increasingly difficult to separate the task of providing access to information from the various educational and research processes in which this information is used. In the case of education, it used to be possible to make a clear distinction between the knowledge transferred from lecturer to student and the information supplied by the library. As a result of the employment of ICT in teaching, this distinction is now less evident. The service provided by the library is increasingly becoming an integral part of the educational process. The same trend can be seen in research. The research process can be divided into several characteristic stages: the identification of sources; the exchange of information with colleagues; the interpretation and analysis of research results and finally, the dissemination of results. The strict borders between the primary process and the provision of information are rapidly disappearing here also. The Library is, in fact, not only closely involved in the processes of education and research; it is increasingly becoming part of these processes.

The services provided for the benefit of the university customer centre on:

- the provision of information, at and around the workplace of the researcher (electronic information, files for the bibliographical indexing of one's own work, campus-wide document delivery)

- active support for education and research, in the actual building where this education and research take place;

- access to general information at an attractive site in the university district.

1 Each chapter of this report is preceded by an extract from the document "Inzicht'; the report of the

- -

- -

--

-~- --~~

Findings

General

Research and education are the core processes of the TU Delft. In the view of the committee, the provision of scientific information is inextricably bound up with these core processes. During the course of both education and research it is essential that the engineer of the future maintains a high level of knowledge and skills.This can be characterised as a "Iifetime of learning':

There are, however, a number of obstacles along the way. One development seen by the committee as a cause for concern is the extent to which the increasing supply of information seems to be leading to diminished effectiveness in the finding and application of the information required. The cause of this is two-fold. On the one hand there is a growing imbalance between the quantity and the quality of available information. On the other hand, due to increasing specialisation, the requirement for qualitative information that is filtered according to interest is growing. At the same there is no noticeable increase in the number of classica I and modern information skilIs present among students.

While a "Iifetime of learning" implies that "Iearning to learn" is a prerequisite, the committee's opinion is that "Iearning to find (and effectively apply)" is a basic skill the modern engineer has to master. The TU Delft should therefore provide an infrastructure made up of people (the information professionals) and systems (the virtual library) that is attuned to the requirements of students and researchers and which forms an integral part of the working environment the university offers. The committee feels it is of strategic importance for theTU Delft to have top quality scientific information provision. DUTL is in an excellent position to satisfy this requirement appropriately.

Further details of these points are given in the following paragraphs.

Research

In the committee's opinion, the prominent position DUTL claims as part of the primary process in relation to research conducted at theTU Delft, is justified. In this regard, the committee also believes that the Library, through its development of the virtual library, is correct in its orientation towards the workplace of the researcher. The committee is impressed with the way in which, with a proper application of ICT, the services of DUTL are offered at the workstations of the employees, independent of location and platform. DUTL is in a position to continually renew itself in this area ("state of the art"), and therefore the committee is positive concerning both the underlying vision and the way in which that vision is reflected in the products.

The committee, however, perceives an inherent danger here. It is not inconceivable that a gap exists between the supplier who is strongly committed to innovation and the customer who, for whatever reason, has not vet progressed that faro Simply offering advanced systems is not sufficient. The committee's view is that active information professionals from DUTL, responsible for further

improving distribution ("transfer of knowiedge"), sale ("offering of knowiedge") and marketing ("the identifying and satisfying of clients" needs) can reinforce the strategic role that information can play at the researcher's workplace. Information specialists can therefore provide an essential link between the customer and the information supplied, based on their specific domain knowiedge, supplemented by specialised searching knowiedge. They will form the second line support. Information generalists will form the first line. They will have extensive knowledge of DUTL"s products and will be able to assist the customer with a broad range of search questions.This element is dealt with further in the 'Organisation' section. Currently, DUTL is primarily a supply-oriented organisation. In order to maintain the connection with the customer and thereby practically exploit the opportunities for strategically establishing the role of information withinTU Delft, DUTL needs to transform itself more rapidly into a demand-oriented organisation. Besides concentrated management attention, this requires more attention to the quality, commitment and involvement of DUTL employees. But this is not all. The committee is also of the opinion that the strategic establishment of scientific information provision should also occupy a prominent place on the management agenda oftheTU Delft. More on both these points later.

Education

It is a fact that the role DUTL plays in the primary process of education is less profiled than the role it plays in research. DUTL has not made it sufficiently clear that the information sciences are the student's "pen and paper': Even if they complete their studies successfully, engineers of the future who do not have these skilIs will not be able to maintain the knowledge necessary for the successful conduct of their profession throughout their career. We are speaking here of the necessity to acquire "Iife long learning ski lis':

In this context, the committee would also like to point out the responsibility that exists at management level to instigate the conditions necessary for offering the modern engineer at TU Delft information skilIs as an essential tooI. In the committee's opinion DUTL is weil able to implement the integration of information skilIs in education, and thereby raise awareness that "Iearning to learn" implies "Iearning to find':

The committee recommends that DUTL concentrate mainly on education as given within the faculties. DUTL should strongly persevere with existing initiatives in this area. Simply put, it should occupy a place in the curriculum of the various courses. There is a threat that many degree courses are becoming overloaded with supplementary subjects from other disciplines, which in themselves are relevant. Simply assigning more space to the learning of information skilIs would therefore not seem to be the solution. In the committee's opinion it would be better to link the "Iearning to find" concept with the context of the course and, in consultation with lecturers, to integrate it in specific projects.

In the opinion of the committee, the advent of project-driven education offers DUTL an opportunity to profile itself as a supplier of information services. DUTL

- - - ---- - - - -- - - _ .

can offer not only search engines and information specialists, but also a physical location where students can work. While researchers have their own workplace at the university, the student is often dependent on more general facilities. This partially justifies the large investment required for a new building, moreover, it should be taken into account that in the future, the building will be even more intensively used than it is now.

Conclusions and recommendations

The committee is of the opinion that DUTL can be considered one of the best university libraries in Europe. DUTL has vision, is ambitious and innovative. The division into core competences is good. DUT~s functioning relative to the research done by the TU Delft is weil developed. As regards education, DUTL needs to strengthen its position.

With regard to the strengthening of information skilIs amongst students and researchers, however, DUTL is considered to be too reactive. As the Internet 'and its associated technology offer more possibilities, it would seem that the ski lis of the users are declining rather than increasing. DUTL can profile itself more prominently in this area by integrating the concept of "Iearning to find (and making effective use of information)" in vocational education, particularly by establishing links with the content of the educational courses.

Although DUTL appears to have a good appreciation of the external environment, it is currently too geared towards information supply. There will have to be a better match between information supply and demand. At the moment, market research and marketing are not deployed systematically enough. DUTL, as a mature supplier, has to serve its clients better, both at individual level and at departmental and faculty level. The organisation has to change from being supply-oriented to demand-oriented.

The advent of project-driven education and multidisciplinary projects is seen as an opportunity to strengthen the physical functioning of DUTL. It also provides an opportunity for DUTL to increase its involvement in education.

In view of the strategic importance of scientific information provision forTU Delft, the committee recommends an investigation into whether a larger investment in information mediation could improve the status and competitive position of TU Delft as a whoie. In any case, the concept of "Iearning to find" as an expression of the strategic importance of the provision of scientific information should occupy a more prominent place on the agenda ofthe Executive Board oftheTU Delft.

5 DUTLS national role

Insight: DUTLS viewpoint

The ministry of Education, Culture and Science, quite rightly, aims to achieve the best access to knowledge and information that is possible by means of public funding. DUTL interprets this line of policy, on the basis of its existing national role, in two ways. Firstly, it is the only library in the Netherlands to provide and maintain a high calibre international collection of paper and electronic documents and databases. Secondly, DUTL provides direct access to the collections of other institutions that specialise in the field of science and technology. In view of the globalisation of the information environment and the ease with which the network infrastructure makes access to material appear simpie, it is this latter activity in particular that is gaining in importance.

In this context, the Library strives to provide access to high-quality information in such a way that is in keeping with not only the level of knowledge and the needs of the diverse groups who require this information, but also the disciplinary structure of the various scientific fields and the technological opportunities on offer in the marketplace. Another factor of importance at national level is quality selection, a core competence of DUTL. This is applied in the building of four databases that have earned not only a national but also an international reputation. The Library continues to act as the operating body for the Central Technical Catalogue for Periodicals and as part of its existing mandate, acts as the national centre for (e-) archiving. Already many institutions in the Netherlands rely on the availability of the collection in Delft and are tailoring their own collections accordingly. In this respect the Library, together with the Royal Library, leads the field and shall perform at national level the role a of knowledge centre, offering advice to other institutions involved in the provision of information.

The reputation the Library has already earned with respect to document delivery and the logistic handling of the document delivery process is being perpetuated. The Library plans to advertise its expertise, particularly that in the area of logistic processing and the integration of this process into the existing organisational structure, to other organisations.

The Library makes the following facilities available to both theTU Delft user as weil as the outside user: infrastructure products and services such as on-site use of the collections and databases; study places; PC's equipped with Personal Composer; the DUTL website; the Central Technical Catalogue; information desks and the

---~~~-

---helpdesk. On the whole these facilities are free of charge, with the odd exception where a nominal fee is levied to prevent improper use of the facilities. DUTL sees this as part of a fully subsidised information infrastructure.

Very recently great interest was shown in the publication "Immaterial factors of production. Balancing with knowiedge'; commissioned by the Ministry of Economic Affairs, in which four well-known accountancy firms carried out a study into a method for portraying the intellectual capitalof an organisation as an item on the balance sheet. Whilst this study was only a preliminary investigation, this approach offers direct starting points for representing investment in the national technical library in terms of investment in the national innovative intellectual economy. DUTL will gladly participate in any further investigations or pilot projects in this area.

- - -

-Findings

In the committee's view, DUTL has an unchallenged position in the Netherlands with regard to the provision of technical scientific information. The Library's collection and its information infrastructure in relation to searching, ordering and delivery are geared to this task. DocUTrans and other electronic tools are among the best in Europe.

Innovation stagnates if the provision of information does not function adequately. Moreover, knowledge has become the core of economic activity for the Netherlands. DUTL plays a key role in this process of information provision. The continuation of DUT~s role is thus of crucial importance.

The committee has established that the end users, the customers, are in general satisfied with the quality of the products that DUTL delivers in the area of its national responsibility. In the committee's experience, however, these products (both with regard to type and quality) have not been made explicit to the most important stakeholder, the Ministry of Education. DUTL has missed opportunities for this in the past, whilst for its part, the Ministry has never requested such a specification. In the committee's view this is an undesirable situation. The national responsibility of DUTL should be made explicit and put to the test. In this way a guaranteed continuity of service which, as mentioned earlier, is of crucial importance to the innovative resource of the Netherlands, cannot be threatened. The provision of information is currently high on the government's agenda. Various types of studies have been initiated, particularly into the opportunities that ICT can offer. Examples are the "Meijer Committee'; which is researching how ICT can be applied in the public libraries, the "Infodrome project" led by State Secretary Van der Ploeg which is looking into the domain of knowledge and the current study of the repository function of the Royal Library (KB), which concerns electronic publications with a Dutch imprint (the KB advisory committee).

At ministerial level therefore, it would seem there are no doubts regarding the importance and desirability of a good knowledge infrastructure. The question of how all this will be financed is more difficult. The idea that the government will withdraw funding in favour of privatisation is not inconceivable. The committee's opinion is that the continuity and quality of the provision of scientific information cannot be taken for granted. The question is whether market forces, in relation to the provision of scientific information for the Netherlands, constitute the mechanism whereby supply and demand can find a balance. This is not to say that further commercialisation between supplier and customer of scientific information provision in the Netherlands is undesirable. The committee's view is that DUTL, with its core competences, is the appropriate institution through which the Ministry can realise the provision of information for the technical sciences, or better vet, innovation in the Netherlands.

The committee would also like to mention another important development. With the advent of electronic publications, it will be far from clear in the near future who will take ultimate responsibility for the long-term management of the knowledge

inventory. Traditionally, libraries have fulfilled this task through their collections. Through its Dutch Electronic Publications Repository, the Royal Library performs this function with regard to publications produced in the Netherlands. Technical-scientific literature, including that of Dutch origin, is however mainly published abroad and therefore falls outside the scope of the Royal Library. The committee would stress the importance of a long-term guarantee of the accessibility and availability of electronic and other information and feels DUTL has a leading part to play in this respect.

Conclusions and recommendations

Developments in ICT, whatever uncertainty may exist regarding their speed and direction, wililead to enormous changes in the future. In the committee's view the government should be fully aware of the opportunities and dangers that the new technologies hold for the provision of information.

The policy of the government and that of DUTL should be directed at providing the knowledge economy in the Netherlands with as much support as possible. The committee suggests DUTL should make efforts to profile itself better with regard to its national responsibility and that it should support these efforts with an active marketing campaign, in which orientation towards the client is the central theme. DUTL should display its strengths and lay claim to a leading position, founded on the unique standing the Library already enjoys, and based on its own core competences and the information infrastructu~e that is setting the tone in Europe.

In the technical-scientific domain, the committee sees a particular role for DUTL and therefore considers it essential that DUTL continues to receive national funding. The cost of the Library's national duties can be weil justified to the Ministry of Education on the basis of DUTl:s role as the innovative "base camp" for the Netherlands, a resource which is at least as complete and accessible as comparable centres in other countries.

In the opinion of the committee DUTL, with support from the Ministry, should fulfil the position of National Library for Innovation. Co-operation with other technical-scientific libraries in the Netherlands should not be excluded here.

It would seem obvious to set up a guaranteed electronic inventory of knowledge in Delft as an extension of the already existing national paper knowledge inventory. The initiating of a repository function in Delft could have the effect of increasing the attractiveness of Delft as a national and international centre of knowiedge. The definition of the repository function should be looked at again. It is the international aspect, within which a national component can be distinguished, that is particularly important for Delft. By using ICT applications, the information in the repository can be utilised much more actively. A factor that must be taken into consideration when compiling the-repository is the concentration of technical infrastructure and the decentralisation of expertise.

6 DUTL

in

the marketplace

Insight: DUTLS viewpoint

DUTL in the marketplace

After an initial hesitant start, DUTL is now operating more and more on the open market. For staff, private contracts offer scope for personal development. The Library on the other hand, has the opportunity to observe how other organisations structure their processes and then to offer suggestions for improvement, based on its own organisation's experience. Thanks to the income generated from these contracts (this income falls outside both the national and university budgets and presently constitutes some 18% of the total budget) the Library is able to perform both its university and national tasks to the high standard to which everyone has become accustomed.

DUTL as information broker

2

Information mediation relates to a wide range of activities. Moreover, DUTL is working towards the integration of information supply per discipline. The Library envisages that its various sites will expand into a network of knowledge centres, supporting its activities at both a university and national level. Information will be available in IJomnimediallJ

form i.e. via mail, e-mail, and websites, by phone or at the local information desks.

In 1998, in order to establish the demand for such knowledge centres and to determine the best way to carry out their realisation, the Library commissioned the agency IJlnterNiewIJ to carry out a study entitled IJA supermarket for information services': The most important conclusion to come out of the study was that a number of factors i.e. the increase in the amount of available information; the increasing cost of information; the lack of structuring of this information; the availability of ICT facilities and the difficulty of creating uniformity in search facilities, were all seen to form bottlenecks restricting the free flow of information. The concept of the knowledge centre offers a solution to these bottlenecks.

2 The Committee has elected to use the term "broker" to describe the activities of the DUTL in the area. It realises, however, that this metaphor has its limitations.

DUTL as supplier and consultant

The most valuable commodity DUTL has to offer the market is its expertise in the area of information infrastructures. The Library receives commissions of both a national and international nature.

DUTL as publisher

Early in 1999 Delft University Press (DUP) merged with Delft UT Library, hereby combining DUP's many years of experience in publishing scientific output with

DUT~s knowledge of the ever-changing modern information chain. Armed with this combination of expertise, the Library has been able to make progress in its search for an alternative to the traditional channels of scientific communication. By taking the electronic publication of articles into its own hands, DUTL wants to improve its strategic position in relation to the large scientific publishing houses. Such action is seen to be in the best interest of the University, the author and the Library. Quality selection is an important component in this publishing role. The Library wants to advance and simplify the publication (i.e. the step from tacit to explicit knowiedge) of scientific and technical knowiedge. Providing the necessary facilities and offering support and courses on, among other things, e-publishing will do th is. The Library is still in the process of developing the model it will use for the publication of scientific research. The present university allocation model, with its somewhat narrow focus on the classica I published article, is an element that cannot be excluded from this discussion.

The Library is active in the field of electronic publishing through two concrete projects - Drl, Design Research on the Internet and the Roquade project.

DUTL as information broker

Findings

Neither in industry nor in the university, is the finding and making effective use of relevant information getting any easier. Although search engines are becoming more powerful, there will be an increased role for information specialists as intermediaries or facilitators in the finding of information in the years to come. Far-reaching specialisation, whereby libraries and information centres will be increasingly marginalised in industry, offers DUTL the chance to deliver information services.

On the other hand, and this is particularly true in the case of small and medium-sized enterprises (SME's), the small-scale nature of these organisations will not warrant the operation of an independent information centre. There are opportunities for DUTL here as weil. It should be pointed out that small and medium-sized companies occupy a special place as potential customers for DUTL. These organisations are not concerned with questions of research; rather they require solutions to practical problems. Although small businesses increasingly have a good scientific base, this area requires special attention when the service is being set up. The added value that DUTL can deliver in this area lies in the offering of customised information relevant to the practical problems of small and medium-sized companies.

The role of DUTL as information broker to the external market is inherent in its core competences. In the ever-developing information society, information skilIs will be of enormous importance for industry as weil. The committee sees the provision of training in information skilIs as a good business opportunity.

Conclusions and recommendations

The connection between the location of the collection and the location where information is used is becoming less and less important. There is large gap between information supply and demand, which can be satisfied by pre-packaged and repackaged information to order. Knowledge management and knowledge centres are concepts within which this service should take shape. There is a place for a professional organisation to act as intermediary between the demand for and supply of information.

DUTL should profile itself as an information broker for industry. The committee expects there will be huge demand in the near future for training and re-education in the field of information provision. DUTL can become a significant player in this area.

DUTL as supplier and consultant

Findings

DUT~s activities as supplier and consultant stem from the expertise it has built up in the performance of its own activities. The committee's assessment is that in the cases that have arisen so far (for example DocUTrans), DUTL has been very successful. In the first instance, new services are developed for the Library's own use. It would be advisable, in the committee's opinion, to study in advance whether applications would be suitable, over time, for the external market. It is interesting in this context to ask whether it is possible to establish in advance if some or all of the development costs could be recovered from the market. In any case whenever it emerges later that a product meets a requirement in the marketplace, such products should be exploited as effectively as possible.

The committee sees the following advantages in the role DUTL can fulfil as supplier and consultant. First, there is the commercial challenge which above all generates income. Second, DUTL presents itself as a leading innovator, which will further strengthen DUT~s image. Third, and by no means least, it is important within an innovative organisation to keep professional staff motivated by means of this type of project and contract. The committee sees DUT~s activities in the Third World as falling into this latter category.

The saying "a good product sells itself" is unfortunately not always true in practice. DUTL, as an entrepreneur, needs to give more attention to the marketing of its products and services on a structural basis. This specific marketing is lacking at the moment, even for products that would seem to offer excellent opportunities, such as DocUTrans and the Ouick-scans.

The role DUTL wants to fulfil as consultant and supplier needs to be further defined in terms of goals regarding both volume and content. The contribution these activities can make to DUT~s overall results must then be established.

Conclusions and recommendations

The criteria for performance as a market player should be defined in the light ofthe above assessment. Furthermore, a marketing plan for these activities should be drawn up as soon as possible. With regard to DUT~s activities in theThird World, it must be decided whether the application of its own experience, even if cost-effective, justifies the commitment of DUT~s scarce resources.

DUTL as publisher

Findings

Developments in ICT are making it more and more attractive to publish electronically. This is certainly the case with traditional publishers who, besides their paper output are increasingly offering their publications in electronic form. The possibilities of the new medium are also being investigated through small-scale initiatives. Two such examples where multimedia aspects play an important part are Oideion, a digital magazine for the performing arts in Asia, and the Journal of Sign Language and Linguistics.

The principle motive for publishing electronically is the time advantage -publications can be made available sooner.The advent ofthe so-called "compound document" is also promising. In addition to the usual text, these also contain video, audio, software, simulations and data sets. The challenge for libraries lies in co-operating with university departments (and even perhaps publishers) to produce an electronic publication that actually uses the added value of the new medium. DUT~s strength lies in the integration of quality selection and availability in combination with the proximity of the authors.

In the committee's opinion, the current activities related to the publishing process will stay more or less the same. Wh at may weil change is who will perform these tasks.The difference between a successful and an unsuccessful publisher lies in the ability to en gage editors and authors. The authors play a key role in the further division of activities between publishers and universities.

The committee recognises the innovative ideas of DUTL in relation to electronic publishing. It was not, however, in advance convinced that DUTL had the chance to be a successful publisher. The committee sees the position of DUTL and publishers in the light of electronic publishing as follows.

Currently, publishers possess an infrastructure and organisation that supports the publishing process. These encompass, for example, electronic infrastructures, client files, expertise in not only the publishing profession but also the packaging of information and world-wide distribution networks, editors, publishers, etc. At the moment they have a monopoly, albeit a somewhat fragmented one, in the public scientific communication process and, on this basis, benefit from free or heavily subsidised knowledge systems such as those existing at universities and research institutes. Publishers can therefore make very economical usage of the "intellectual capitai" in these public systems. The allocation model used by the universities strengthens the position of the publishers.

Libraries have established infrastructures designed for the dissemination of scientific information.This dissemination is preceded by quality selection. Libraries form part of the academic communication system and exist in close proximity to the origins of scientific knowiedge. The authors are also part of the same system. The extent to which libraries have the organisation and infrastructure necessary for the publishing process is, however, limited.

The library's publishing activities could be categorised as the exploitation of the university's intellectual capital. Knowledge management could weil be the TU Delft's stepping-stone to the publishing business. An important precondition, in the committee's opinion, is that there is support at top management level in the TU Delft for these activities. The library is only one of the players involved in the process of university publishing, but one that can certainly play an important part. In this model DUTL can offer information management systems that play a part in the scientific communication process.The speed with which a publication becomes available can thereby be increased, and interactive components can be included in the publication. Furthermore, the integrity and authenticity of the information can be better guaranteed than is currently the case at the publishing houses. Libraries have less commercial incentive to publish as much as possible and are therefore able to bring out more high-quality publications. The Roquade project is a good example of DUT~s initiative to play an active role in the electronic publishing process. This alone, however, is not enough to achieve success. At present, there is no business plan, no market research has been carried out, and there is as vet little motivation amongst the scientists. Scientists are the key, as they will have to accept the new model of publishing.

Conclusions and recommendations

The committee recommends that DUTL make a start on the design and implementation of a new scientific communication system within the context of knowledge management. The system should be based on Roquade, which is considered to be a good initiative, and should take individual scientists as a starting point offering them an integrated, authentic and reliable electronic medium and platform. To this end, co-operation should be sought with several large international universities and libraries. The committee considers the most important objectives to be the optimising of the intellectual capital of TU Delft and the further improvement of scientific communication. The committee is also not averse to the potential price-cutting consequences these initiatives may weil entail for traditional publishers.

Co-operation with publishers should of course not be ruled out. The important issue here is that universities (and university libraries) should be able to negotiate from a position in which the origin (and therefore the ownership) of the knowledge is incontrovertible.

Roquade can be a positive learning experience and offer an opportunity for experimentation. In parallel, a more structural development should be put into place. It is therefore recommended that the Executive Board set up a project group to study this matter.The group should include representatives from the Li bra ry, the scientific staff and possibly knowledge managers.The project group should give its primary attention to the commercial aspects of publishing. As far as the content of the publications is concerned, the advice of the committee is to begin with various

7 The organisation of DUTL

Insight: DUTL.:s viewpoint

Under the influence of information and communication technology, scientific and technical documentary communication, is undergoing a metamorphosis. The globalisation of information provision and the shortening of the chain between the creation and the use of scientific and technical knowledge are processes that are both irreversible and fundamental to this process of change. A further stimulus for change over the past decade has been the relative decline in subsidies for the maintenance of the scientific information infrastructure. Consequently, a constant factor of strategic importance has been the choice between, on the one hand, the cessation of tasks and the erosion of the collection versus on the other hand, increasing effjciency and the creation of new sources of income.

Both developments had a mutually catalytic effect. Lack of funding stimulated the development of new self-financing products and services. It is true to say that rapid advances in ICT facilitated these innovations, however, the necessary investment in ICT made the lack of funding even more hard feit. Shrinking budgets and rising prices limit the ability to purchase documents. On the other hand, inter-library loans and ICT make it easier to attune ones own collection to those of other libraries. The quality of the information provision is hardly affected, only the "browsing" element disappears. Within the university, the collections of the centrallibrary and those ofthe faculty libraries are geared to one other. Outside the university agreements are made with other UKB libraries (the Dutch University libraries, the Royal Library and the KNAW) and in the case of journal subscriptions also most recently with the library ofthe EidgenössischeTechnische Hochschule in Zurich.

The globalisation of information provision has seen the emergence of competition, even between libraries. With the shortening of the information chain, its division into relatively separate links - publisher, intermediary, library - is a thing of the past.The development of cost-covering products and services has in fact given rise to a market mentality.

Through both its electronic and physical presence, DUTL plays a crucial role within the university in maintaining and further developing an information-rich environment, an environment where students and staff can find and process information in the way that suits them best. Students are turning increasingly to electronic information, but also make intensive use of the libraries various sites.

Faculty libraries are small-scale facilities and offer specialised information, which makes them a pleasant work environment for many students. The centrallibrary on the other hand is larger and is more general in nature.

Scientific staff retrieve most of their information at their own place of work and shall continue to do sO.The importance of personal contacts, however, in particular that with faculty library staff and scientific information specialists should not be underestimated.

The Library regards the whole of the information chain, from producer through to consumer, as its domain. The World Wide Web in particular has determined this approach. The development of this medium has reduced the distance between writer and reader, lecturer and student in terms of both time and space to zero. (See also: Delft UT Annual Report 1998, p.27 - appendix 6). Furthermore, the Web offers means of communication, such as interactivity, audio-visual elements, executable files and linking that are inconceivable in paper form. The compound document has arrived.

The Library claims competency in its field in four core areas: quality selection, information mediation, logistics and consultancy. Since 1 October 1999, these four areas have also formed the basis for the organisational structure. The classical support services of Personnel & Organisation, Finance & Control, Information & Communication Technology, Marketing & Communication perform as so-called "perspective services" for internal processes, financial management, innovation and customers respectively.

Findings

General

DUTL is an organisation in flux, principally due to developments in the area of ICT. This transformation process means that for some considerable time, the Library will have a dual nature. On the one hand there are the more traditional processes of information provision, based on the world of paper, on the other hand, DUTL is applying itself with astrong innovative commitment to designing the virtuallibrary of the future. The committee is impressed with the way in which the virtual library has taken shape at DUTL so faro The committee is also impressed with the vision displayed at DUTL and is of the opinion that the library is a couple of steps ahead of its environment. The direction of further progress, however, requires some attention. This will be addressed in more detail in the next chapter.

The organisation of the Library is based around the core competences of DUTL, namely information mediation, quality selection, logistics and consultancy. The committee endorses this division into core competences. The committee wishes to express its approval of the high-quality and professional manner in which these activities are conducted.

Another aspect of the dual nature of DUTL is characterised by the development of the man-machine relationship. This concerns on the one hand the extent to which modern software supports the searching of electronic sources, but it also relates to the changing role demanded of the information professionals at DUTL. They will not only need a thorough knowledge of these applied search systems, they will also increasingly have to add their knowledge of how to find information to these search systems. In this way the first steps can be taken towards constructing expert systems which make it easier for the dient to find information. The committee encourages this development.

The DUTL dient will not necessarily find his or her own way around this hybrid environment that DUTL has now created. Earlier on, reference was made to the gap that possibly exists between information demand and supply. It cannot be assumed that the skilIs necessary for finding the desired information in the virtual world are present as a matter of course.

Physical locations

One must also address the question of how the virtual library of the future will relate to the physical locations that DUTL now occupies. In its assessment of this question, the committee has distinguished three functions: a concentration function; a social function and an inspirational function. It should be pointed out that the primary target group is the student population, and one cannot assume that all students have their own (quiet) workspace, equipped with a workstation with network access. The committee foresees increased usage of the facilities offered by DUTL, particularly in view of the emergence of problem-driven and project-oriented education.

Another aspect of the various physical DUTL locations can be described as a cascade of collections, from the central building to the faculty libraries (which also come under the aegis of DUTL) and the various departmental libraries. The departments themselves mostly manage this latter category, although the various departmental collections ar-e included in the centra I library system. The committee's view is that as long as the ideal situation, in which all information is offered at the workspace in qualitatively filtered and easily accessible form, is not vet achieved, the above-mentioned cascade system fulfils a function. The added value of a faculty library lies mostly in the human intermediary function. Physical browsing is also still valued as important.

In view of the tendency to increasingly offer DUTL"s services in electronic form at the workplace, the committee considers that, in time, the physical location will become less important and perhaps even unnecessary. To prepare for this development, it is necessary to start drawing up plans for such a situation now. One thing the committee is certain will prevail for the time being, is the work of the faculty library staff member, who, as a generalist, can provide first-line information on how to use DUTL"s products. In addition, the committee calls for attention to be given to the development of the information specialist into the domain specialist. This employee is an active networker in the faculty and the person most capable of translating clients' wishes into DUTL products. This employee also takes care of training in information ski lis, the organisation of information provision and quality selection at the faculty. All this requires information specialists who are inextricably linked with the faculties and departments.These people will be the key players in the transformation process of DUTL from a supply-oriented to a demand-oriented organisation.

Systems

ICT is inextricably linked with the core competences of DUTL. The committee applauds the way in which ICT has been effectively introduced to design products that are the beginnings of the virtual library. The systems that DUTL offers for the finding of information such as the Subject Guide, the library system and the Personal Composer are examples of this.

Systems are, in the first instance, developed for own use. The committee recommends that studies be carried out in advance of development to determine whether applications may, over time, be attractive to the external market. An example of this is the DocUTrans system in which DUTL"s knowledge of logistics is formalised. The success of this system can be attributed to the fact that DocUTrans was not only introduced internally, it is also sold as a system. The committee considers DocUTrans to be a better system than that currently in use at the British Library.

Conclusions and recommendations

The committee is impressed with the way in which the virtual library has taken shape at DUTL so faro Attention needs to be given to the direction of further progress. The committee has high regard for the high-quality and professional way in which the core activities of DUTL are carried out. This also applies to the way in which ICT has been introduced to design DUTL products that form the beginnings of the virtuallibrary. There is vision in the way ICT has been applied, and readiness to experiment.

The committee calls for attention to further development of the information specialist into a domain specialist who is embedded in the educational and research activities of the faculties and departments. To generate client confidence in the virtuallibrary, information skilIs should be introduced as a subject in its own right. It would seem that in the future, physical placement of libraries at the faculties would no longer be necessary. In time, the physical cascade described above will develop into an electronic cascade. It is imperative that the library begins to plan for this development now.