It's Academic

Adventures in Site-seeing: Implementing Web Usability Tests for Your Library Web Site
Rob Behary, Duquesne University

Rob gave an excellent presentation; unfortunately, Sydney Walden, his co-presenter was unable to attend due to personal reasons, but he gave her full credit for her help in preparing the session.

I was very interested to hear what he had to say, as we are in the process of redesigning our web page using LibGuides.

Assumptions they started with:
-No budget for testing
-No software, no staff budget
-Library web sites still matter
-Any improvements are worth the time

Duquesne is a conservative culture, want to manage university’s ‘image’ closely. The library’s goal was to make their web page more user focused. Their LibQUAL study showed that users found their webpage deficient.

Good article: Jeng, J. Usability Assessment of Academic Digital Libraries Libri 2005

Elements of their study
-learnability
-satisfaction
-efficiency
-effectiveness
-error correction
-ease of use
-visual appearance

In their next LibQUAL study they added some library specific questions, to get more information about their web site. They had some support in place, multimedia graduate program and strong faculty partners, had some software and hardware available for testing. Students approached them about testing their web site

Used Morae – TechSmith software (expensive $2,000 for license, but their IT dept. had already)- used for experimental testing. It has a high learning curve. Tracks mouse clicks and mouse movements, time between mouse clicks, and time on a task, also works with a video camera to track user responses.

Needed additional data – did brief survey to library staff; did a card sort/free association; ‘what would you put at the top level?’, etc.

Advice:
– Before starting come up with elements, what you’re going to be testing
– Do an environmental scan, what resources are available to you – student or faculty partners?
– Don’t get frustrated by user expectations

Minimal expertise needed:
– Ability to conduct and analyze primary research
– Ability to conduct interviews
– Ability to do a basic modal analysis

Ideal
– Understand how to design a study
– Some experience with inferential statistics

Consider your resources — ideally need at least 2 people; both taking notes, helpful to get 2 perspectives (one to handle interruptions)

Minimal requirements for technology:
-Workstations
-Isolated room, preferably soundproofed (can also use video camera)
-Survey software

If you need to build your skills, ACRL offers an e-learning course: Intro to Website Usability Course (developed in 2007). Can also audit university courses on research design (Ed or social sciences).

If you need to obtain software, can use Morae for a 30 day trial. There are less expensive/free options. Possibly forego the software?

How We Did Our Testing
– Referred to article “Why you only need to test with 5 users” Jakob Nielsen
– Needed mix of faculty/staff/students, undergrad and grad
– It didn’t really matter what tasks they gave their users, they all seemed to make the same comments about font, color, etc.

Morae analyzed total time, time to complete, number of times back button used, umber of mouse clicks, success rate, number of errors, negative feedback (facial expressions and negative comments)

Some students and faculty analyzed the library’s site, and the librarians made a point of attending their sessions where they presented their research/

Extremely useful web site for creating detailed statistics on text comments: TextSTAT – they used it to analyze their LibQUAL comments; it even shows key word in context

Also surveyed users, including library staff: “Please answer the following from very important to not important, and then from very easy to not easy”
-Accessing the library webpage
-Asking the library a question online
-Finding a book
etc.

They used 30 users for their card sort: they had them choose categories, and organize other items under the categories they suggested.

Constraints
-University template was developed to recruit students; library web site is more an application than a public relations tool or fundraising tool (although it does have that function, too)
-Limitations on coding/scripting
-Duquesne uses Luminis Content Management System – allows them to share pages with each other, sustainability advantage

Has Usability Helped?
-University redesign, everyone is switching to the CMS, library was ‘early adopter’
-New appreciation for library as such, are performing leadership role on campus

Where are we now?
-Some subject pages redesigned; Rome wasn’t built in a day, however
-New design in progress

Copyright Challenges in a Web 2.0 World and Virtual World
Stephen Marvin, West Chester University

Importance of copyright –
-educator issues: photocopies, websites, distance learning
-research interests: publishing, repositories, storage
-library and research issues: ILL, reserves, access and learning
-are you the author? faculty are!
-unpublished / published
-orphan works

Benefits of copyright
Rights to the author
Is your work considered ‘work for hire’?

Librarians are naturals to be ‘go to’ expert on copyright on their campuses.

Fair Use Exemptions – must have all 4 – PANE acronym:
P – Purpose – education vs. corporate
A – Amount – ‘reasonable’
N – Nature – fictional, unpublished, nonfiction
E – Effect – impact on profitability

Courts look at other factors:
-creativity
-originality
-fixation (a fixed, tangible medium)
-AND effect on market

Ken Crews wants librarians to ‘push’ the envelope on copyright
Expand fair use! Think in terms of blogs, Flickr, YouTube, etc.

Classical fair use – ‘appropriation’ art
Personal fair use – home recording of t.v. shows
Personal productive use – combines the categories of classical and personal uses into a new category of home users

Criticism, parody, sarcasm – Moral Rights are not recognized in this country but are in other countries, particularly European ones

Examples of some cases where ‘transformative’ use is being questioned
Shepard Fairey – Los Angeles street artist, who used someone else’s original photo to create a poster of President Obama labelled ‘hope’ – AP is prosecuting him

Joy Garnett and Susan Meiselas (look for Harper article)

Steven Vander Ark vs. J. K. Rowling (fined the minimum however; Johnathan Band wrote article, “How Fair Use Prevailed in the Harry Potter Case”)

DMCA lets you submit a DMCA counter-notification (if you get a ‘takedown’ notice)

Do you need institutional guidelines? Yes, but don’t make them too ‘prescriptive’.

Librarians should be teaching students about copyright. Why? Plagiarism involves infringing others’ copyright.

Problems
-Problems with social networking: giving double messages ‘Copyright’ vs. sharing links..
-Books and Google – Books Rights Registry
-Email management systems – many have a problem with people posting emails asking for full-text articles via this medium; ILL
-Instructional media – can you convert VHS > DVD – only if use within the library
-Images – should not be permanent

There are some librarians who blog about copyright, such as Bobby Newman – “how to attribute a creative commons license…” blog post (look up)

He encouraged us to consider using more social network tools to have users interact with our resources, like Flickr for digital archive images. Encourage our users to ‘mash’ our data: how to do mashups; check out http://www.programmableweb.com/mashups

Whole Lotta Online Tools in a Short Amounta Time (or ’40 Online Tools in 60 Minutes’)
Tina Hertel, Help Desk/Web Support Librarian at Lehigh University

OK, this isn’t what Tina’s session was officially called, but it’s what she had on her presentation and I thought it was a great ‘alt’ title! All the links that Tina reviewed are available on a website available at: http://bit.ly/HT3S1. This session has become a ‘PaLA Annual Classic’, over 100 (at least) attended, and there was literally standing room only.

A few of my notes (I missed the first part due to a phone call)

• Hakia uses semantic ranking rather than popularity ranking, as does Google. They also label all results and ‘relevant’ results (picked by librarians).
• ChaCha – mobile searching (can also text questions)
• Virtual Reference Shelf – reference sources by formats like almanacs from Library of Congress
• GovTrack.us – create your own ‘track’
• Wolfram Alpha – provides info about a topic rather than websites
• Forvo – tells you how to pronounce words in over 200 languages
• Diigo – ‘Delicious on steroids’ — allows you to put sticky notes on and highlight; can set it up in Diigo so that your Delicious account will be automatically updated
• Netvibes – personal reading page which you can also make public (similar to iGoogle and PageFlakes, which do not let you make your page public)
• Awesome Highlighter – easiest to use of three similar tools – highlights a section of a web page
• Zamzar – free online file conversion; works with MS Works
• bit.ly – makes smaller URLs than TinyURL (good for Twitter users) AND tracks usage, including others linking into the URL
• YouSendIt – lets you send large files for free
• Communication tools – Skype
• Meebo – Web-based manages Twitter, AIM, or other chats and other accounts
• TinyChat – can create a chat room without an account; permanent
• Collaboration – Basecamp – has word processing, calendars, etc.
• Wiggio – for working as a group; also have video chat
• eLearning – through Eluminate – online video conferencing; can meet with 3 people for ‘free’; free ‘public’ version that is open to anyone; or can purchase a paid sub
• Slideshare – lets you upload and share presentations (PPT); can also handle audio
• Prezi – zooming presentation editor; can create a path
• Jing – free and paid version; from Camtasia; can use for one-on-one help
• Online Mapping Tools – alternative to outlining (or whiteboarding, brainstorming), graphically based
• Polling Everywhere – Text Message Polling
• Poll Daddy – similar to Survey Gizmo
• Doodle – easy scheduling online
• Picnik – can do photo editing
• Back Up URL – make a cache
• How do I keep track of new tools?Techcrunch, Lifehacker, KillerStartups (evaluates new web sites, 15 each day)

Putting the Wow into Your Library Using Nonverbal and Merchandising Principles
Larry Nesbit, Mansfield Univ (retired)
Joyce Seno, Larson Design Group
Judy Brown, Brodart Co.

I was interested in this session as we’re thinking about reconfiguring some space in our library but have no budget, and I thought I could get some ‘free’ tips. Although the session was mostly directed at public libraries, there were lots of nuggets that academic libraries could use too.

The three speakers followed a format of each addressing the same ‘talking point’ from their perspective, usually with Nesbit first, and then Seno and Brown following. Larry is a Library Building Consultant and helps libraries develop a program for renovation within their budget. Once he’s consulted with the client, he’ll turn the project over to Joyce, the architect, who then designs a graphical plan (including HVAC and electrical). And finally Judy works with library to make decisions on furniture, etc.

They first addressed how much library buildings have changed so much in last 6 years, primarily in that libraries are now being designed from the user’s perspective not the librarians’. Libraries are (no surprise here) looking at retailers, especially bookstores, to pick up some cues for improving their space.

2 important factors to keep in mind: Everyone wants a cafe! Why? Because commercial bookstores have them! Also, computers are omnipresent.

Nonverbal communication is very important in design and varies by culture. 75% of how we communicate is nonverbal. Nesbit used an example from Wegman’s – they use ceramic tile to slow down carts in their produce section because they want shoppers to take their time. Use of flooring, smells and textures are important to the user experience.

Library as the 3rd space
1st space: Home
2nd space: Work
3rd space: Community space

Requirements for 3rd space is that it be safe and comfortable, provide social opportunities, and provide a place where people can accomplish something worthwhile

The retail view looks at space from a user’s viewpoint, and looks at different zones.

Civic zones:
-Outside the building, be aware of surroundings, look at retail stores
-Entrances are very important; take stuff off windows and doors, it creates clutter and confusion
-Put displays and maybe a bench in your vestibule
-When you walk into a Borders, what do you see? Books. When you walk in a library, what do you see? The Circulation Desk. Don’t make your users have to hunt for your ‘stuff’
-When you create displays, don’t put too much on display, which causes confusion
-Leave enough space so people are ‘butt-brushing’ – women especially hate this

Information commons idea is the marriage of computers with service
Villanova (which used Larson) used individual and group work stations, flooring/carpeting to direct the traffic flow, and decluttered. The individual and group areas are both important; want to let users create a sense of territory and privacy.

Brodart has designed some flexible Information Commons furniture – “grid wall” to separate spaces.

Seating is important, “seating says you care”. Use empty space or extra space for placing seating. Seating is the #1 request of users. Keep seating next to windows or use lamps if cannot.

Keep in mind the use of endpanels in your stacks. The stacks are the “Forgotten Zone” — we want users to get into the stacks and use more. Carve out searing in stacks areas. Pull out some books for display, if possible. Use lower shelving too. Have ‘lookup stations’ with computers at ends of stacks, for ease of use.

Administrative Zone — how to get a flow through technical services. May need to reconfigure this area too.

Larry recommended reading Paco Underhill’s book, Why We Buy: The Science of Shopping; it’s a classic! I didn’t manage to snag his bibliography, so I guess I’ll have to email him for a copy.

Around the Campus in 8 Days: Learn How Librarian House Calls Can Create a Buzz About Your Library
Renate Sachse, Catalog and Circulation Librarian, and Andy Gulati, Systems Librarian, Franklin & Marshall College

This was a very engaging presentation about how F & M librarians take 2 weeks each semester to visit academic departments on campus. Ten librarians make ‘house calls’ with their liaison depts. F & M is a very walkable campus, and the library has a good-sized collection with lots of study space. Librarians do not have tenure at F & M, and they thought that ‘house calls’ would provide a perfect excuse to visit faculty and staff, and dept. coordinators.

How does it work? Each semester, for 2 weeks after fall and spring breaks, librarians travel in pairs, and tour for no more than 2 hours per slot, and no more than 2 slots per day. Traveling in pairs is optimal — 3 was too many, and 1 doesn’t work too well, as the librarian-faculty relations is not really an ‘equal’ one.

Advertising is primarily done through 2 emails; first email 6 days before program, setting up program, telling them what to expect, give them talking points (ill, requesting books, etc, new resources). In the email, they do ask for appointments, but there has not been much demand for that. They select a 2 hour period when people are likely to be in their offices. They also send second email at beginning of 2nd week of visiting, highlighting some of the ‘good questions’ they’ve gotten, which seems to spark interest.

They travel with literature (a nice brochure about the Library which is also used at Parents’ weekend plus a brochure with all the librarians’ pictures and their liaison areas) and pens. In the past they’ve also given a coupon for free coffee for ‘significant interactions’.

They only knock on open doors, introduce self and their purpose– ‘we’re here to see if you have any research questions…’ If there is no response, they will fall back on ‘talking points’ until they have a question 1) highlighted databases 2) their dept. budget 3) where students can go for help

Highlights over the years:

-Andy writes up a report with abbreviated questions, and for whole year to see what they’ve done and what to do next year

-2003 – 33 contacts first year (15% of faculty)

-2004 – # of house calls jumped ~50%
-2005 – start of successful outreach program to international students, faculty are pleased with the new patron-initiated (EZborrow) –

-Their outreach program was an outgrowth of their house calls.

They are careful to respect faculty members’ confidentiality.

2006 – started promoting digitized programs, quiet study areas, ‘Ask Andy’ (over 1,000 questions a year, including texting, up to 2 am) and librarian research appointments.

2007 – faculty members’ ongoing concern for students’ knowledge of research processes; marketing of good will.

2008 – citation concerns; increase in student/faculty collaborations.

2009 – sciences demand online journal access and SciFinder Scholar; LibQUAL survey currently.

Average number about 50 – 60 per semester (out of 200+). There is enough turnover among faculty, so that about 30% of their contacts is with new faculty.

Observations:
-Their focus is on quality vs. quantity. They know they are not going to you get 100% involvement. The process can’t be a numbers game, it’s about building relationships
-You have to be sensitive to office space dynamics and human nature – you are entering their space and should be sensitive to that; the interpersonal interaction is everything
-They have been considering inclusion of computing services, but are not sure how to do that
-They are building their mission statements and goals
-This service can be adapted to university library settings (with college focus); special libraries; public libraries (legislators? constituents?)

Future?
-Possibly including members of library staff or computing services (if have good interpersonal skills), pros and cons
-Understanding budgets and finding ways the library can best support the College mission
(time of opportunity?)
-Get the most out of what you have, despite library budget cuts; faculty are not often aware (let them know something about library budget)

-Q & A Period – Renate and Andy answered our questions
-Do try to get librarians to go to other depts. outside their areas
-Liaisons tend stick to own areas, but good to get them to branch out
-Do visit admissions, and other offices; but visiting some depts. wasn’t so productive, so they do tend to focus on academic depts. However, they’ve had productive meetings with Advancement/Development offices, International Students, Admissions, Career Services, Writing Center