Internet Librarian 2008: Crafting the User-Centered Library

Internet Librarian 2008: Crafting the User-Centered Library
Cliff Landis

Why do we want to provide Web 2.0 services to our users - find things designed by the users, not design things ourselves for the users.  The planning approach often includes jumping through too many hoops, a committee approach that kills new ideas,

Cliff showed a video called the Association Professionals Through the Ages that humorously demonstrates the way ideas are kililed through over-analysis.  I recommend that all libraries show this clip to their staff and then, from that point on, actually say to their staff (when they act this way) - "you're idea-killing - stop!"  Cliff says that instead of overplanning, we should try something new, assess it, and then reflect on the outcome.  Try things.  Be fast - if you can try, assess, and reflect within three months you can come back with some kind of data that will show if it needs changing or not.  Be patient - you're not going to get something right on the first try.  It's OK.  Do not over-plan.  We like to think of ever possibility, every eventuality, every possibly horrible thing that will happen.  Assess how well something has worked through measurements.  Write assessment into our plans.  Get your users' feedback and use it.  Write a three-minute plan.  Who is coordinating?  What are we trying out?  When will it be completed?  and How will we know it is successful?  Think back to our most amazing user experiences - what made it amazing?  Emulate those experiences in our own libraries and work. 

How do we do assessment?  Surveys are really cheap and easy to do.  SurveyMonkey is free. LimeServer is more powerful but requires server installation.  Focus groups are a great way to gather data quickly - you only need a few people and a few questions but you need to get someone else to moderate to make sure you aren't affecting the results.  Check out UseIt.com for info.  User observations are very helpful.  You can use Camtasia Studio, Captivate, or ClickHeat to see how users are using your computers.  Hook up Camtasia or Captivate and a microphone to record them, and ask them to do tasks.  ClickHeat (which I love) shows where most user click-activity happens on your webpages.  If you are sitting at a service point, close your email and listen and talk to your users to get more info on what's working and what isn't.  People love to tell you what they think.

How do you draw people into the library?  Have something good to offer in the first place - people love the library but they love their precious time more.  Get out of the library and reach out to users who are using non-library services instead.  Ask people for their opinions, show genuine interest.  Embrace the power of selling out (just a little bit).  By doing a tiny bit of advertising you can often get free stuff (flash drives, iPod Shuffles, etc.).  Cliff said "as long as the vendors have us bent over and are taking all of our money away from our budgets, we should get as much as we can from them - get swag at conferences and give it away as free thank-yous."  Right-o, says the Sarah.

How do you get the Boss's buy-in?  Give both numbers and stories.  Read The Practice of Social Reasearch by Earl R. Babbie for ways to get good measurable information.  Cliff also says "go ahead and do it half-assed."  Don't plan forever - get the raw data and let that inform your progress instead of theoretical planning on the part of librarians.  Our users are the center of our universe, but we are not the center of theirs.  You have to be willing to do the work - to step in and get your work going in the direction you want it to be.  If someone comes up with an idea, let them run with it.  If people see enthusiasm and a successful project, others will eventually jump in and enjoy participating instead of being forced to earlier on.  Evolution will take care of the bad ideas.  That's fine - if the project is broken, just let it die.  Don't be a naysayer and don't let someone else be a naysayer. 

IL2008