UX Australia 2016 - State Library of Victoria Service Redesign - Chris O'Brien (Meld Studios) 240816

STORIES FROM THESERVICE REDESIGN OF THE STATE LIBRARY OF VICTORIA AND WHAT WE LEARNED ALONG THE WAY

Chris O’BrienSenior designer, Meld Studios [email protected]

WORK TOGETHER, LEARN TOGETHER

NOTICE THE LITTLE THINGS

MAP IT OUT, PUBLICLY

PROTOTYPE BEFORE YOU’RE READY

1. 2. 3. 4.

ABOUT THE LIBRARY

ABOUT THE PROJECT

PROJECT OBJECTIVES

Process optimisation Resolve staffing tensions Align service delivery with customer needs Reduce costs and drive self service

Broader themes Beyond government funding Respond to changing demographics Understand the role of the library in the digital age

Unofficially, do all of this in an environment where many were deeply suspicious of external consultants

UNDERSTAND (5 weeks) Research

Analysis & Synthesis

EXPLORE (4 weeks) Opportunity identification

Concept generation

Prototype and test

ARTICULATE (3 weeks) Refine concepts

Document

Socialise

WHAT WE DID IN 12 WEEKS

THE PROJECT TEAM

72

CHRISDOM

BRIDIE

BEN

STEVEJUSTINE

WORKING WITH BEN AND BRIDIE

1.Work on site 2.Blend the team

3. Design with them, not at them

LESSON 1. WORK TOGETHER, LEARN TOGETHER

OBSERVATIONAL RESEARCHOBSERVATIONAL RESEARCH

1. It’s worth taking the time to look 2. Look for hacks and workarounds

3. Don’t be afraid to ask people what they’re doing

LESSON 2. NOTICE THELITTLE THINGS

SENSE MAKING AND JOURNEY MAPPING

SIGNAGE• The library is very hard to identify

externally. While it looks like a major civic building, there is no obvious signage above either entrance to indicate that this is indeed the State Library of Victoria.

• On approaching the Swanston St entrance, the current exhibition signs dominate, causing confusion around the purpose of the building - is it an art gallery?

• The La Trobe St cafe entrance also provides no indication that this is also an entry point for the library.

MEETING PLACE• The State Library of Victoria is an iconic

building in the heart of the city, and as such is regularly used as a recognisable and known landmark.

• As a Melbourne landmark, the library forecourt is used as a daily meeting point, and relaxation space for the citizens of Melbourne, and visitors to the city.

• The forecourt area is also regularly used by social, political, religious, and commercial groups. Buskers are a regular feature, playing for the audience on the steps and lawn areas.

• The library lawns are unique in the centre of Melbourne city, and attract significant volumes of visitors.

Foyer

LAYOUT• There is no logical ground floor - visitors

enter the builidng on level 2, causing confusion as visitors attempt to orientate themselves.

• The foyer offers 8 possible exit points, creating a clear wayfinding challenge.

• As the first recognisable information point, the foyer desk is heavily used as an enquiry point as visitors enter the building. This desk receives the highest volume of enquiries in the library.

SIGNAGE• The foyer fails to explain the purpose of

the building, who it is for, and what will be found within.

• Signage for the current exhibition overwhelm library specific signs. Visitors could easily assume they have entered a gallery, or a museum.

• There is minimal explaination of the library collection and services beyond the foyer.

• Signs to ajoining rooms are unclear - ‘Palmer Hall’, ‘Keith Murdoch’, ‘Trescothwick Information Centre’. There are no signs that refer to the collection itself.

• Confusing/absent signage means the service desk receives basic enquiries on the role of the building, who is welcome, and what services it offers.

Forecourt

LAYOUT• The library only has two public

entrances, on Swanston and La Trobe Streets. There is no public access via Little Lonsdale or Russell Streets.

• The front door signage however indicates 5 entrances to the building, leading to visitor confusion.

• The primary entrance on Swanston Street also acts as the primary exit, causing significant congestion.

• The congestion at the entrance point is exacerbated during inclement weather.

REFUGE• The library is one of the few locations in

the centre of Melbourne that welcomes all visitors without predjudice, and as such is a regular place of refuge for the socially disadvantaged.

• The forecourt is a space where visitors feel comfortable to relax, and sprawl out in the sun. During good weather the lawns and steps will be full of visitors using it as an place of rest.

REFUGE• The foyer takes over the role of the

forecourt during poor weather, and will be full of people simply looking for a place to sit, relax, and keep dry.

• The foyer is also frequently used by the socially disadvanted, who are not generally moved on by security staff. These visitors can often seen sleeping on a comfortable chair.

MEETING PLACE• The foyer acts as a primary meeting

place, especially during inclement weather.

• At any point in the day, the foyer will be populated by students, researchers, tour groups, tourists, school groups, backpackers, and staff.

• As a focal point for meeting peers, the foyer will regularly become congested, with groups of waiting people obscuring signage and entrance/exit points.

• The foyer service desk receives many general enquries from visitors, including directions to basic services - toilets, water, lockers, as well as directions to locations within, and outside the library.

Palmer Hall

LAYOUT • Palmer Hall acts as a link between the

La Trobe St cafe entrance, and the foyer of the library.

• Palmer Hall is the first area of the library to open in the mornings, opening with the cafe, before the general library opens at 10am. With the hall opening, visitors have access to lockers, toilets, and water, but cannot proceed into the foyer area.

• Palmer Hall also provides access to the Readings book store.

SIGNAGE• There is no obvious indication that

Palmer Hall will lead visitors into the library. Signage is lacking externally from La Trobe St, within the cafe, and within Palmer Hall itself.

• The name Palmer Hall does not indicate the services contained within.

REFUGE• A very limited number of desks and

seats are available to visitors who do not wish to proceed further into the library to access basic services. At most times of the day these desks will be populated by tourists, and other visitors who prefer not to use the lockers.

LOCKERS• Lockers are provided by a third party, and

cater for visitors who are unable to carry their belongings inside the library, due to size and food/beverage constraints, or visitors who simply do not wish to carry their possessions for the day.

• The locker area is staffed by a third party from midday, with foyer desk staff fielding enquiries at other times, or when visitors do not recognise the third party

staff.

POWER• Power points used within Palmer Hall

are frequently used by visitors who do not wish, or are not able to proceed beyond the security point.

• These points are regularly used by visitors as a place to quickly charge their devices while in the CBD, without engaging with other library services.

• As these power points are regularly used by tourists, foreign adaptors are often seen in this area.

WATER• Water points are available adjacent to

the toilets in Palmer Hall, and can be accessed without needing to go through the security point.

TOILETS• These toilets are accessible before the

security point, and act as toilets for cafe visitors, and the general public.

• As the easiest toilets to access, they are often used as a washroom for the socially disadvantaged.

Keith Murdoch Gallery

SIGNAGE• Signage for the gallery overwhelms

the foyer, causing visitors to question whether they have entered a gallery, or a library.

• The label Keith Murdoch does not provide a clear indication of what the space contains.

TOILETS• Toilets are situated at the back of the

gallery, although these are invisible to the majority of visitors.

Forecourt Foyer

Palmer Hall


BACK STAGE

FRONT STAGE

State Library of Victoria:Current service delivery model

Map 1: Interacting with the physical space


Map 1: Interacting with the physical space

KEY

MEETING PLACE

POWERLAYOUT

WATER SIGNSSECURITY

LOCKERSREFUGE TOILETS

Themes

A shift to digital For whom do we exist?

From Government to non-Government sources of revenue

From reference to public access

Conference/seminar rooms mr tulk

toilets

information

VICTORIA

Staffed from 12pm

promotions

TOUR

piranesi exhibition

piranesi exhibition

TOUR

STATE LIBRARY OF VICTORIA

10am

Can I borrow books?

CHECK-MATE!

Is this a library or a museum?

Dome reading room? Which way to

the library?

Is this the library?

Can I enter from here?

Library?

I’m at the library near the

chess sets.

We’re in the foyer. When will you get

here?

I don’t want to pay for the

lockers...My bag’s too big.

Help!

Where’s the library?

Library tour?

What’s on the other side? What can

I do here?

How do I go up? Where are the

lifts?

Bag too big. Need to store in lockers

over there.

WELCOME! Can I help you?

But those people can get in with

their bags!

Photocopiers?

Toilets?

CHECK-MATE!


TOUR

promotionsFree samples!

TOUR

Where’s the library?


SIGNAGE• Signage for the gallery overwhelms

the foyer, causing visitors to question whether they have entered a gallery, or a library.

• The label Keith Murdoch does not provide a clear indication of what the space contains.

TOILETS• Toilets are situated at the back of the

gallery, although these are invisible to the majority of visitors.

Security

LAYOUT• The security gates act as a major barrier

and bottleneck to visitors - it is not possible to enter the library beyond the foyer without passing through security.

• The security gates dominate the entrance to the library, with visitors often unsure of whether they are able to proceed through the barrier.

• No large bags, or food/drinks (except water) are permitted beyond the security gates. As a result, the foyer becomes an area to eat/drink, before proceeding into the library.

• Security restrictions are arbitrarily enforced, depending on individual staff, and visitor traffic.

• The staircases are blocked, closing the most direct route to the La Trobe reading room.

• During special events, these staircases may be opened to allow visitor access to La Trobe and Queens Hall.

SECURITY• Security staff are a highly visible

presence within the foyer, both through their uniforn, and demeanour.

• Security uniforms are recognisable, but not in keeping with general library staff.

• Security can be very welcoming, or somewhat intimidating, dependent on the individual staff members.

• During regular hours, security staff are on call to provide lost property, first aid, and accessibility services.

• Beyond 5pm security provide the only staff presence in the library foyer, and will consequently field all visitor enquiries.

SIGNAGE• Conditions of entry signs are long, and

ineffective. Visitor behaviour and queries indicate that signage is either not noticed, or not read.

• Conditions of entry signs are are also unfriendly, and do not provide a welcome to the library.

Information Centre

LAYOUT• The circular nature of the room makes

it hard to orientate on entry. This is somewhat alleviated by the highly visible path through to the lift area, but is exacerbated when entering the space from one of the ajoining rooms.

• Many services are hidden from view. On entry to the room it is very difficult to locate the Dome lifts, collection retreivals, and assisted technology rooms

SIGNAGE• The purpose, role, and services of the

library are not made clear. New visitors do not understand whether the library is for them, or what they can do within it. Many incorrectly assume they will be able to borrow books, and take them home.

• Where signage exists, it is often only readable close-up, such as signs indicating catalogue computers.

• Signs indicating the most direct routes to the Dome galleries are frequently missed.

• Signage indicating core facilities - water, toilets, wifi, etc - are inadequate, or missing.

• Signs are not always at the point of need, causing an increased volume of service desk enquiries.

• The central column digital signs are

positioned in a thoroughfare, rather than at a decision point, and are largely ignored by visitors

• Staff are difficult to identify, with inconsistent use of uniforms and identification. Where visitors are able to identify staff, they are not able to distinguish between service staff, librarians, and back of house staff.

• Staff presence at service desks overshadows the signs and pamphlets situated on and around the desk.

MEETING PLACE• The space is used for a huge variety

of reasons,, besides collection access, including job interviews, tutoring, business meetings, religious discussions, and group study.

• The Information Centre is also a highly sought after space within the library. Once a desk is taken it will often be held for hours to unofficially reserve it.

REFUGE• The Information Centre provides a

comfortable place for people seeking refuge, and an opportunity for the socially disadvantaged to feel a part of the community.

• Free access is provided to facilities, without discrimination.

• The welcome provided to the socially disadvantaged can present challenges to visitors and staff due to antisocial behaviour.

Lift area

LAYOUT• This area provides the only route to the

upstairs reading rooms, via the stairs, or lifts.

• Lifts are used by visitors and staff, and stop at staff-only levels using a security pass.

• Toilets and water services are located in this area, but are hidden in the back, and not easily noticed.

• Staff corridors are accessed via a door near the ladies toilets, causing congestion for visitors.

SIGNAGE• Unclear signage leads to increased use

of lifts.

• Available signage is small, and lack of emphasis and heirarchy makes it difficult to idenitfy the most important or relevant rooms.

• Signage uses room names, rather than contents or purpose - e.g. La Trobe vs. Australiana

Redmond Barry Reading Room

LAYOUT• Key services are hidden - journals,

printers, help phones

• Noise levels in the room are controlled organically. While Redmond Barry is not a designated quiet room, visitors self manage noise levels, leading it to effectively act as a quiet room.

• The mezzanine floor provides some of the most private work spaces in the library, and consequently these desks are much in demand. This demand can make it difficult for visitors wishing to work with the collection, unless they arrive early.

• The collection, and services located on the mezzanine are largely hidden, and only discovered by exploration.

• There are no lifts in this room, and the mezzanine can only be publically reached via the stairs, causing signficant accessibility issues. Visitors with mobility issues can only gain access to the mezzanine via staff lifts through prior arrangement with security staff.

SIGNAGE• The purpose of the room is not

explained. While the space contains very specific collections (e.g. Computing, Science, Social Sciences, etc) this can only be understood by close inspection.

• Very little can be ascertained at a distance.

• Signage is inconsistenly applied throughout the room, with huge variation in formats, palettes, and typefaces

• Accessibility signage is poor - a disabled visitor would need to manually visit all four stair cases to understand there is no lift access to the mezzanine.

• Collection signage is not understandable to new visitors. There is no indication of what each shelf contains, beyond the incomprehensible Dewey numbering.

• ‘Do not reshelve’ signs leave visitors unsure of how they should interact with open access collection.

• Instructional signage unclear - computer booking and location poorly explained.

Dome Galleries

LAYOUT• The Dome Galleries are difficult to

access, and consequently lead to many directional enquiries with staff.

• Access is only provided via lifts, and is not available once inside the La Trobe room.

• Once inside the galleries, it can be difficult to find an exit, with many visitors walking laps of the Dome in search of an exit.

SIGNAGE• Emergency exit signs dominate the

actual exit point.

• The genuine exit (indicating the lift down) is not signposted.

• Lift signs do not explain which floor is appropriate to enter/exit the building. Visitors must recognise that they entered via the ‘Information Centre’, or level 2.

• The purpose of the stairs vs. the lift is not indicated.

• The exhibition informational signs are well presented, and engaging

• Wayfinding signs leading between exhibitions are unclear, making it hard for visitors to understand how to find each exhibition.

TOILETS• Signage to toilets directs visitors to out

of operation toilets on level 1.

La Trobe Reading Room

LAYOUT• The circular nature of the room is

disorienting, making it hard for visitors to identify the entrance/exit point.

• The service point is seperate to the reading room, and hidden.

• Heritage furniture is uncomfortable for many, with child-unfriendly sharp edges and hard surfaces.

• While it is a quiet room, the acoustics mean other visitors and tour groups cause significant disruptions.

SIGNAGE• Service desk is poorly signposted, using

a hard to spot small black sign which is overshadowed by the larger literary quotes above.

• Existing signage can be misleading, such as the study room signs, pointing to spaces which are now inaccessible to the public.

• The room itself is referred to inconsistently - Dome/Australiana/La Trobe

WATER• Not available on this level or within the

galleries, and no directional signs to explain how to find these facilities.

TOILETS• Not available on this level or within the

galleries, and no directional signs to explain how to find these facilities.

WATER• The water fountain is situated by the

entrance to the male toilets, which is unappealing, and effectively blocks it from use by women.

• The water fountain is used frequently by male library visitors to refill water bottles, although an appropriate tap is not provided.

• Female visitors fill water bottles using the taps inside the female toilets.

• The water fountain is inaccessible when

the male toilets are being cleaned.

TOILETS• These toilets are heavily used by visitors,

with the majority of Redmond Barry and La Trobe visitors using these toilets during their study/work breaks.

• The women’s toilets are regularly obstructed by staff entering/exiting staff corridors

MEETING SPACE• Used regularly for quiet collaborative

study, or as a place for independent study with friends.

• Similar use to the Information Centre, but used by visitors more familiar with the library and in need of a quieter space.

• The round tables are used regularly by groups of students.

• The ability to work alongside one another is important for many students.

• Many students will use this space on a daily or weekly basis, often at the same desks.

• Visitors will arrive early in the morning to reserve their favourite desks.

• Visitors will stay for long periods of time - all day, or until closing.

WATER• Large water bottles are brought in by

visitors working throughout the day.

POWER• Powered desks attract visitors, who may

never interact with the collections.

Cowen Gallery

LAYOUT• The clash of contexts as visitors

transition between library spaces causes confusion. Eg. computer room (TIC) to art gallery (Cowen) to reading room (Redmond Barry).

SIGNAGE• Signage indicating pathway to ajoining

rooms is hard to spot, and can be ambiguous.

• The Heritage Reading Room signage is hidden within the Blue Rotunda, with poor line of sight from the Cowen Gallery.

• Gold lettering used in room signs can be hard to discern from a distance.

• Signs pointing to other exhibitions (Dome Galleries, Keith Murdoch) are very limited.

POWER• There is a huge demand for power. At

the start of each day there is a rush by visitors to gain powered desks. Desks without power will be the last to fill.

• As desks fill up visitors will choose places to work based on access to power, with many electing to sit on the floor to reach power.

• Library equipment is unplugged by visitors needing available power points.

• Many users will charge multiple devices, and need multiple power points at each desk.

TOILETS• Directions to toilets is the most

commonly asked question at the service desk.

• There are three sets of toilets on this floor, but none are clearly marked.

• Baby change facilities are not signposted.

• Many visitors will leave their belongings to reserve desks when going to the toilets.

Assisted technology

Lift area

La Trobe reference desk

Dome Galleries

Cowen Gallery

Information Centre Redmond Barry Reading Room La Trobe Reading Room

COPY CENTRE

onlinedatabase

onlinedatabase

start here

ask research

assiste

d

techno

logy

information

study rooms

male toilets

female toilets

staff only

SMS

print

6. Dome5. Galleries4. Galleries3. La Trobe2A. Redmond...2. 1. Staff only

WATER

redmond barry

231

LA TROBE READING ROOM

DOME READING ROOM

AUSTRALIANA

Toilets?

OW!

Help! Staff?

information

Dome?

Where did I enter? How do I get out?

Is this even a quiet room?

So where are the books?

Sorry. Going down!

Water?

Toilets?

Can I borrow books?

Baby facilities?

You can only get there via the lifts!

Can I book this?

No. Not open to public sorry!

Redmond Barry?

Heritage reading?

Ned Kelly? Dome galleries?

Where’s the information point

up here?

Where is...

Catalogue computers?

Prayer room?

Toilets?

Redmond Barry reading room?

Now what...

Photocopiers?

Help! Do you work here?

Now you tell me! That would have

been handy...

Sorry these seats are reserved for

friends...

y= 2x+4z+27?

Correct!How do I go up?

Where are the lifts?

Geography?

Journals?

Computer 19?

Help! Staff?

B. RB 236.445.766

internet booking station

SHHH!SHHH!

SHHH!SHHH!

Toilets?

SHHH!SHHH!

So where are the books?

OW!

External

COLLECTION REQUESTS• Variety of methods to initiate an

information or collection request - online, email chat, social media.

• Enquiries will typically lead to a catalogue query.

• Customers will either find a digitised version already available, or a reference to the item location - either onsite in open access, or in onsite or offsite storage.

• Where items are in storage, the customer is given the opportunity to request the item for collection. If the customer is already registered they may complete onsite storage requests immediately.

• Customers not yet registered will need to register online, and then wait for the card to be posted, or visit the library to collect card in person.

• Customers with PO Boxes will not be given access to eResources, as existing contracts demand these require a valid Victorian street address to prove Victorian residency.

• Customers making offsite and heritage requests are prompted to call a library number to make the request.

Foyer

INFORMATION REQUESTS• Foyer service desk acts as first line of

enquiry.

• Foyer staff will act as tourist and directional information source.

• Foyer staff will try to respond to non-collection based information requests using web searches, where time permits.

• If a query relates to the collection, foyer staff will direct visitors to the Information Centre to continue their enquiry.

OPEN ACCESS• Foyer staff will field many enquiries

asking about purpose and role of the library - if people are permitted, can books be borrowed, how to find books, etc. Many of these could be dealt with through clearer signage.

RESEARCH GUIDES• Offsite staff may refer customers to

research guides online.

• Staff may also refer to research guides themselves to assist in answering customer queries.

DEFERRED ENQUIRIES• If a query cannot be answered on the

spot, it may be entered into Reftracker so it can be answered later with more time, and (if required) more expertise. Queries may be tagged to an individual or team with relevant knowledge, where appropriate.

• Reftracker is also frequently used as an informal knowledgebase for enquiries, with all previously logged enquiries and answers searchable.

Offsite room

COLLECTION REQUESTS• Responds to phone, email, and chat

enquiries.

• Internal help phones are answered by offsite staff

• Staff will search and perform collection requests on behalf of external customers.

• Staff may also talk customers through the online request process.

• Where a request cannot be completed online (as it is part of heritage collection, in offsite storage, or unbarcoded), staff will complete the required request forms on behalf of customers.

• Staff may also phone directly to storage areas and request item over the phone (paperwork will be then be completed by the team on the other side).

• Handwritten forms are collected 3 times per day, at 9, 12, and 3.

News/Genealogy

GENEALOGY TRAINING• Visitors require a great deal of assistance

when starting their search for their family history.

• Research is ongoing, and can often take weeks, or months.

• Visitors spend long periods of time using the room, equipment, and resources.

• Staff will ask for visitor’s current family knowledge, and then explain an appropriate place in the library’s collection to start their research.

• Staff will frequently perform searches on international births, deaths, and marriages databases on the customer’s behalf.

• With a basic understanding of the family member in question, staff will then demonstrate links beween known data, and the library collection.

EQUIPMENT SUPPORT• Most of the library’s geneaology and

newspaper collection is stored on Microfilm/Microfische, and needs equipment to view.

• Staff are on hand to provide basic support in using equipment.

• Basic guides to each device exist, although customers will consistently go straight to staff rather than self serve.

• Customers will ask any member of staff for help, including those passing by on their way to staff areas.

Staff areas

RESEARCH GUIDES• Created and maintained by librarians.

• Customers can add comments, but cannot alter content (wiki style), even if they have expert knowledge.

DEFERRED ENQUIRIES• Reftracker is monitored by the Digital

Access team, with deferred enquiries referred to either an individual, or a team with relevant knowledge.

• Many queries are answered collaboratively by staff int he work area - e.g “Does anyone here know about military history?”

Information Centre

INFORMATION REQUESTS• Staff receive a huge variety of requests

for information, that may, or may not require collection material to answer.

• Staff conduct reference interviews to understand question, and determine how SLV can help.

• An on-the-spot response may be possible through staff knowledge, or from a quick catalogue/web search, or online database query.

• Staff may direct the visitor to catalogue or internet PCs to self-help.

• Staff may also refer to an external source for assistance - e.g. other government bodies, non profit organisations, etc.

• Information request may develop into collection request for one or more items.

COLLECTION REQUESTS• Customers may arrive with a specific

item in mind for their request.

• Staff may direct customers to catalogue PCs, or perform the query themselves.

• Customers are not able to easily print a catalogue reference within the library, and will need to note down (or photgraph) the relevant details.

• If an item is in open access, visitors should be able to self-serve, finding the item in the relevant reading room.

• Items in onsite storage can be requested

directly through the catalogue, where the visitor is already registered. If not already registered, the visitor will need to register online, or at the service desk.

• Where a request cannot be completed online (as it is part of heritage collection, in offsite storage, or unbarcoded), a prompt to call a phone number is given.

• Typically customers will opt to talk to desk staff, rather than placing a request phone call from within the library.

• Staff may direct customers to the La Trobe desk to complete the request process. Depending on the staff available on the desk, requests may also be processed by Information Centre staff.

• Where a request is able to be placed online, customers will be directed to the collection request shelves for collection within 20-30 minutes.

• A text message will be automatically sent when the item is available, for customers who provided a mobile number and opted in during the registration process.

• The collection requests desk is not easy to locate within the Information Centre, with many customers requiring further staff support to identify where to collect their items.

OPEN ACCESS• There is a limited number of books in

open access within the Information Centre.

• The most visible books are part of the reference collection (dictionaries, phone books, etc.) and are not generally of great interest to visitors.

• A shelf displaying new items, or items relating to the current exhibition is situated near the entrance, but it is not clearly signposted. It does however attract some interest from visitors passing by.

• Catalogue computers are not easily found, leading to increased volumes of enquiries at the service desk.

• The collection reference provided by a cataologue query is not easily understandable by visitors.

• Wayfinding difficulties mean visitors struggled to locate collections in other rooms.

CATALOGUES• Catalogue computers are hard to locate

from a distance.

• Catalogue computers located close to service desk discourages self-help.

• Catalogue computers are not easy to use quickly - ie. standing up.

COPY ORDERS• Copy orders can be placed online

through the catalogue.

• The document supply team can be called to provide assistance.

• Customers will need to either login with their existing library card, or sign up for a copy order specific account.

TROVE• Trove is used as an alternative source,

where an item is not part of the SLV collection, or a more convenient location can provide a copy.

• Trove enables SLV customers to locate items in external and out of state libraries.

• Trove also enables customers from external libraries to locate items in the SLV collection.

• Trove is used to identify items for inter-library loans.

INTER-LIBRARY LOANS• Where items are not available within

the SLV collection, staff can offer the inter-library loan service to customers. (See document supply for further information). This is a paid service, with visitors being asked to a pay a small fee in cash, or via a credit card.

Collect Books and Reserves

COLLECTION REQUESTS• Items for collection are stored in multiple

locations at this desk. Some are openly accessible by visitors, while others (offsite, audio visual) are stored behind the service desk.

• As items openly accessible are most visible, many visitors will look on these shelves, and be confused when they are not able to locate their requested item.

• Where items are behind the service desk, this is not obvious to visitors, who cannot directly see where items are stored.

• Items are stored on the collection shelves by surname.

• Pamphlet folders on shelves will direct visitors elsewhere for material (Heritage Reading Room, staff at the collection point), or inform them that the item could not be found. These folders are not easily understood by visitors however, leading to many asking for staff support.

• Items on shelf have paper slip with

customer name, item details, and instructions on item use and return date.

• Collecting visitors will regularly ask staff ‘where can I take this book?’, ‘can I borrow this?’, and ‘what should I do when I’ve finished with it’.

• When visitors are finished with the item, they can return it to service staff, or place it on the nearby trolley, although this is not immediately obvious to visitors.

• Items on collection shelves are cleared

after 7 days.

INTER-LIBRARY LOANS• Visitors pay for the inter-library loans

service here, if paying by cash. They may also complete a credit card payment form at any service desk.

COPY ORDERS • Generally originates from catalogue

search

• Can use library card if available, or create copy order account on the spot to use the service immediately. While customers could register for a library card to use this service, it will need to be posted or collected, causing signficant

delays.

TROVE• Collection requests may be referred

from Trove, with Trove queries deep linking to the item’s reference within the SLV’s catalogue.

Forecourt

OPEN ACCESS• External signage unclear that the

building is indeed the State Library of Victoria.

• Exhbition signs dominate, giving the impression of a gallery or museum, rather than a library.

• No indication that books may be publically accessible inside.

Forecourt Foyer

Palmer Hall

External

Genealogy/Newspapers

Assisted technology

Collect books & ReservesPrint/copy room Arts

Offsite room Staff room

Cowen Gallery

Information Centre

BACK STAGE

FRONT STAGE


Map 2: Information access

KEY

COLLECTION REQUESTS

CATALOGUES GENEALOGY TRAINING

TROVE

OPEN ACCESS

DEFERRED ENQUIRIES

EQUIPMENT SUPPORT

INFO REQUESTS

COPY ORDER

INTER-LIBRARY LOANS

RESEARCH GUIDES

Themes




COPY CENTRE

online copy order

mr tulk

toilets

information start here

ask research

assiste

d

techno

logy

victoria

Staffed from 12pm

male toilets

female toilets

staff only


Lift areaDOWNLOAD FILE

RESEARCH GUIDE

piranesi exhibition

piranesi exhibition

1. On shelf : RB 3874.8887.334

2. Request from onsite/offsite storage

3. Call 86647009

search catalogue

search catalogue

search TROVE

search Reftracker

WATER

ASK ME! CHAT

TROVE

E-CATALOGUE

request

State Library card number?

request

pdf

Library member? or register online...

request

pdf

Library member? or register online...

RB 3874. 8887. 334

New books!

request

A 3874. 8887. 334

I don’t understand...

ONLINE CHAT ONLINE CHAT

CHAT

request form

Request forms

reftracker

onlinedatabase

onlinedatabase

Let’s talk more

about what you

need...

I want a copy of this image to print for mum’s birthday!

Sorry not a lending library. You can view it anywhere in the library for 7 days

though.

My book from NSW isn’t here. It says to go to the Heritage reading room...

Catalogue computers?

I need to register

Do you know the answer to...

I can answer that immediately!

Can you help me find this

item?

What do you need to research?

I can check our

catalogue and

TROVE for you...

There’s a copy at another library. Would you like us to request

it for you?

You can lodge an online

enquiry via the website

and an expert can get

back to you on that.I can request that for you...

We have a research guide for that on the webiste!

Yes. Can retrieve it for you...

I can help! I’m an expert in that

area!

Here’s that research guide I’ve been working on!

This is a complex enquiry...

But I’m an expert on that

too..

Not sure about this one...

I’ll just ask for help..

Toilets?

This is interesting...


It’s actually at

a library nearby.

Need directions?

I’ll look that up for you online...

Can I borrow books?

TELL ME EVERYTHING!

Library?

Books?

Trams?

How do I go up? Where are the

lifts?


Let me look on Google for you!

I don’t understand...

My book isn’t here again...

I’m finished with this. What now?

I can do that search with you or I can show you how to search on your

own...

I’m trying to find a person but I don’t

know where to start...

I’m trying to find my uncle...

You can also search in our

collection

Try this database. We also have newspapers,

biographies and pictures...

Some resources may cost you

$$$

I’ll show you how it works!

I want to find out about ‘x’...

Can I take this home with me?

Time to clear the expired books...

6pm

Looking for reference material..

We’ve had this question before...

onsite storage

Collected at 9am, 12pm and 3pm by a collections officer

Your item is ready to be collected!

1 hour

Redmond Barry room?

Why can’t I request this item

mysefl?

RB 3874. 8887. 334

search catalogue

search TROVE

A 3874. 8887. 334

Onsite storage

COLLECTION REQUESTS• Requests are either printed

automatically, delivered to staff, or phoned through.

• Items requested online through the catalogue will automatically print two slips - one that stays with the item, and one that is left on the shelf. Other requests will require two slips to be manually created.

• Staff will take details of item, locate it on the shelves, and leave a marker slip to assist in returning the item to the correct location when the customer is finished with it.

• Retreived items will then be delivered to the Collection Request point in the Information Centre, or delivered to the Heritage Reading Room.

Offsite storage

COLLECTION REQUESTS• Requests can only be made in advance.

• Deliveries are once daily, delivered overnight for the next business day.

• Collection request forms are printed at storage, and then the item is collected from the shelves by staff.

• Staff deliver the item to Melbourne, then it is delivered to the Collection Request point, or Heritage Reading Room following the usual channels.


OPEN ACCESS• New books selections on display, but can

only be seen when exiting the room.

• New magazines and journals on display at the back of room, with no evident connection to journal room behind Redmon Barry.

• Browsing the collection is very difficult - Dewey ranges are only visible close up at shelf level, and cannot be scanned when walking through the room.

• To new visitors the library classifications lack a logical order - e.g. computing next to philosophy.

• Mezzanine level collection is impossible to browse, without deliberately going upstairs and browsing shelf by shelf.

• ‘Do not reshelve’ signs and lack of clear explaination on where to place used books cause visitors to question whether they are even allowed to access books.

• Even with a catalogue reference, it is very hard for visitors to identify which room, and then which shelf the item is located in.

• Folio books are located in a seperate sequence to other books.

• Where visitors need support, the service point in this room is not staffed. Assistance in this room can only be reached by desk phones, or tracking down a staff member passing through, reshelving, or roaming.

• On seeing an obvious service desk, visitors will stand by the desk, waiting for staff to ‘return’.

Heritage Collection Reading Room

COLLECTION REQUESTS• Accessed by being buzzed through a

locked door by staff.

• This room is almost exclusively for items requested in advance. The only exceptions are a collection of historic maps of Melbourne, that can be openly browsed.

• To access requested items, visitors must sign into a paper log sheet, even if they are already registered, and explain the item they have requested.

• Staff will match visitor’s description of their item, and check paperwork in manuscripts, rare books, or pictures folders. This can be difficult, where the customer’s description does not immediately hint at which collection it has been requested from.

• Once visitor’s request slip is found in the correct folder, the slip is used by staff to locate the requested item in the room, and explain the usage conditions to the visitor.

• When the visitor is finished with the item staff will check whether they will need it again, or are completely finished. They will also check the item’s condition to make sure no damage has occured.

• Paperwork is filed by staff, which is then archived by collection staff at a later date.

• Visitors can also place additional

collection requests within this room. Staff will typically fill out the request form on the visitor’s behalf.

• Request forms are collected by collection access staff 3 times per day at 9, 12, and 3.

• Where an item request needs further mediation, appointments with heritage collection staff may be made at this point.

COPY ORDERS• Catalogue computers are available in

this room to enable copy orders to be placed by visitors, or assisted by staff.

• The document supply team may be called in to assist, where required.

• Where the item to be copied is already in the room, staff will assist the visitor in marking the desired pages or items.

• The complexity of the heritage collection catalogue references, mean that the process of ordering copies may be time intensive. Eg. idenitfying the exact pages from a large multi folio collection.

INTER-LIBRARY LOANS• Visitors use this room to view all items

loaned from external libraries, to ensure they are properly and securely cared for.

Collect Books and Reserves

COLLECTION REQUESTS• Items for collection are stored in multiple

locations at this desk. Some are openly accessible by visitors, while others (offsite, audio visual) are stored behind the service desk.

• As items openly accessible are most visible, many visitors will look on these shelves, and be confused when they are not able to locate their requested item.

• Where items are behind the service desk, this is not obvious to visitors, who cannot directly see where items are stored.

• Items are stored on the collection shelves by surname.

• Pamphlet folders on shelves will direct visitors elsewhere for material (Heritage Reading Room, staff at the collection point), or inform them that the item could not be found. These folders are not easily understood by visitors however, leading to many asking for staff support.

• Items on shelf have paper slip with

customer name, item details, and instructions on item use and return date.

• Collecting visitors will regularly ask staff ‘where can I take this book?’, ‘can I borrow this?’, and ‘what should I do when I’ve finished with it’.

• When visitors are finished with the item, they can return it to service staff, or place it on the nearby trolley, although this is not immediately obvious to visitors.

• Items on collection shelves are cleared

after 7 days.

INTER-LIBRARY LOANS• Visitors pay for the inter-library loans

service here, if paying by cash. They may also complete a credit card payment form at any service desk.

Heritage storage

COLLECTION REQUESTS• Rare printed, and Manuscripts

collections retreived by heritage retreival officers.

• Heritage retreivals officers are specially trained staff, due to the complexity of the storage and request systems, access restrictions, and handling requirements.

• Will frequently request assistance from collections staff where item cannot be easily located.

• Pictures collection retreived by Pictures staff. All Pictures request forms are delivered to Pictures staff prior to retreival.

• Retreivals staff will look for access restrictions, and alert collection staff for further mediation with customer, as required.

• Where an item has access restrictions, and appointment to view the item in the heritage offices may be made.

• Location codes will differ greatly between heritage collections, with collection retreivals staff requiring a huge breadth of knowledge to learn and remember collection locations.

Document supply team

COPY ORDERS• Document supply team alerted to new

copy order request, where the request is for a PDF quality scan.

• Staff request item from storage, following standard request process. Items will be delivered to document supply team by collection access staff.

• Item is scanned according to customer specifications. PDFs will be processed by document supply. Where customers need a higher quality (e.g. TIFF) scan, it will be processed by the imaging studio.

• Copy is delivered to customer via emailed download link or a CDROM is burnt, and posted.

INTER-LIBRARY LOANS• Document supply team will request

items from external libraries not held by SLV, on customer request.

• Items are delivered to the SLV by external libraries.

• On arrival, loaned items are delivered to the Heritage Reading Room, and the customer is notified via phone/mail that it is ready for them to view.

• Where an external library requests an item from SLV, the document supply team will check against inter-library loan policty, before speaking with collection staff to confirm access restrictions.

• If collection staff approve loan, item will be posted to the external library by the document supply team.


INFORMATION REQUESTS• This information desk is usually a

service point which visitors are referred to from elsewhere in the library, either for specific subject expertise, or to request heritage items.

• Visitors may also be bounced from here back to the Information Centre for library card registrations.

COLLECTION REQUESTS• Staff will use reference interview to

ensure collection request is appropriate - e.g. do rare items have alternative (less precious) versions, are there access restrictions.

• Staff use catalogue, and collection knowledge to validate request, or provide alternative suggestions.

• If items are not in open access, desk staff will complete request forms on the visitor’s behalf.

• While library cards are not necessarily required to access heritage items, staff will may ask the visitor for registration, and direct them to the Information Centre to complete the registration process.

• If requested items are in the heritage collections, staff may contact heritage staff directly to validate the request before completing a request form.

• Where heritage staff are uncontactable,

or the desk is busy, the request may be logged into Reftracker for subsequent follow up by the relevant heritage team. Staff will advise visitors that they will be contacted by heritage staff to discuss their request.

• Request forms are collected by collection access staff 3 times per day at 9, 12, and 3.

OPEN ACCESS• The reference collection within La Trobe

is hidden within the service point room, and is inaccessible after the service desk closes at 6pm.

RESEARCH GUIDES• Staff may refer visitors to online research

guides for further subject expertise.

DEFERRED ENQUIRIES• If visitor enquiries cannot be answered

on the spot, desk staff may use Reftracker to log the request, for subsequent follow up with more time, or greater expertise.

• Staff may direct visitors to complete their own deferred enquiry using the ‘ask a librarian’ function on the SLV website.

EQUIPMENT SUPPORT• This room includes a photocopier,

microfilm/microfische readers/scanners/printers.

• Staff will try to provide support where possible, or call for support from roving staff.

• The portable radio, Vocera system is used to call for support from roving staff, although there is little staff confidence in this technology. Many will use a land line to place the support call.

Imaging studio

COPY ORDERS• Copy orders will be processed by the

imaging studio, where the customer needs a high quality scan (e.g. TIFF)

• On receiving the copy order, the item will be photographed by a professional photographer, as per the order request.

• Copy is delivered to customer via emailed download link or a CDROM is burnt, and posted.

Heritage Reading Room

La Trobe reference desk

Dome Galleries

Onsite storageOffsite storage

Cowen Gallery

Redmond Barry Reading Room La Trobe Reading Room

Document supply team& Imaging studioHeritage storage room

ballarat

information

study rooms

female toilets

staff only

Lift area

information

request form

231

Request forms

colle

ction

s poin

t

ONSITE STORAGE

RESTRICTED

do not reshelve

rare books

LADD onlinecopy order

1 hour

TO: Document supply team

FR: Library X

TO: Library X

FR: State Library of Victoria

request

request

request

item delivered

item scanned

link to download sent to customer

Link to download online copy order:

http://.... item photographed

pictu

res

manu

scrip

ts

rare

ill maps

request form

Things you should know ...Sign

in here...

New books!

Request forms


Yes. But please set up an appointment with

the customer......Is this a heritage item? Can it be

requested?reftracker

TROVE

E-CATALOGUE

request

LTR. 665.876 90534

Where did I enter? How do I get out?


Can I book this?

No. Not open to public sorry!

Item requested is restricted. Is it ok

to retrieve?

These are out order. I can’t find the oo s

on my own...

Geography?

Yes, we can arrange that!

Hi what are you here for?

To get that you will need to make an appointment with

the heritage librarian...

Let’s mark the pages you want

copied...

I will be coming back later so please hold

onto it for me...

You can order that online

Help?

Wow. These are great! I wish I knew these were

here!

B. RB 236.445.766



Your item is ready to be collected!

Am I allowed to get this off the shelf?

Hi I’m here for my viewing

appointment...

Where’s the information point

up here?

INTER-LIBRARY REQUEST!

I’d like to order copies of...

Would like to arrange for a customer to view a rare/valuable item?

This is interesting...

Why do you want to request this

material?

TICLibrary card?

Want to request a rare book...

Need rover to help customer use

microfilmIt’s not working

again!!

Have you tried our research guides?

Need help researching....

Book?

It’s not working again!!

Need rover to help customer use

microfilm

reftrackerThings you

should know ...

Hi what are you here for?

Would like to arrange for a customer to view a rare/valuable item?

Yes, we can arrange that!

news

pape

rs

Yes. But please set up an appointment with

the customer......Is this a heritage item? Can it be

requested?

Why do you want to request this

material?

LTR. 665.876 90534

Forecourt

WORK SPACE• The forecourt is not heavily used for

serious study, but may be the starting point for people who are visiting the library to achieve other tasks.

• During our research we observed visitors using the forecourt for corporate team-building treasure hunts, students performing their own research and surveys, and actors rehearsing scenes.

• Many visitors using the library for work and study will use the forecourt as a comfortable break area, coming out for fresh air, to call friends, or eat their lunch.

WIFI • Many visitors to the library will sit outside

in the forecourt area to try and gain access to the free library wifi.

• The availability of wifi in the forecourt is not promoted, with no visible ‘wifi here’ signs. Instead visitors mirror other visitors’ behaviours, or simply check their devices for open wifi networks.

• While there are mixed reports of wifi availability and strength outside the library, there is a clear demand from visitors and passers-by.

• Visitors will use the wifi for anything and everything, including video chat to keep in touch with friends, emailing and social networking, and casual research into services and events in Melbourne.

Palmer Hall

WORK SPACE• As the only space within the library that

can be accessed before passing through security, this space is used constantly by visitors who cannot, or do not wish to check their bags into lockers, or those who don’t feel welcome or comfortable deeper in the library.

• Desks are available around the lockers, and toilets, and are reconfigured and used by visitors as places to quickly recharge devices, and access the internet.

• Some visitors, who are generally tourists and travellers, will set up in this space for hours at a time to plan further travels and connect with friends.

• While there is a clear demand for work spaces in this area, the desks and chairs are regularly moved, and removed by staff.

WIFI • The proximity to power, and the easy

access to this area means it is heavily used by visitors seeking internet access. While it is most commonly used by visitors to Melbourne, it is also often used by locals in need of a place to quickly sit, charge their devices, and look up directions.

Information Centre

WORK SPACE• The Information Centre acts as a primary

hub for visitors hoping to work within the library. As the first room with desks and computers, many visitors do not move beyond this room.

• Activities within the Information Centre are diverse, but include solo and group study, tutoring, job interviews, office workers seeking a place to work outside of the office, and individuals running clubs and businesses from the library.

• The collaborative nature of much of this activity means the Information Centre is the busiest, and noisest of the available work areas, which can lead serious visitors to shift to quieter spaces.

WIFI • WIFI use is ubiquitous in the Information

Centre, with most visitors working on their own devices constantly connecting to the library network. Many will position themselves in proximity to power points, electing to sit on the floor to do so if required.

• Internet access in the library has the reputation of being better than most competing providers in the city. Not only is it free, but it has very few restrictions, compared to most paid and free WIFI providers. Users are anonymous, have no data transfer limits, and are not restricted to the types of online services used.

Arts Reading Room

WORK SPACE• As one of the quietest spaces in the

library, the Arts collection room is one of the most popular areas for serious workers. Desks will fill up early and remain full through to closing.

IT SUPPORT• In addition to standard IT needs, the Arts

collection also provides AV equipment which demands its own support. Visitors can ask Arts desk staff for support, when the desk is manned - otherwise they will enter the Information Centre seeking help.

Experimedia

IT SUPPORT• The Experimedia area provides gaming

consoles, to attract a youth audience. These regularly fail and require staff support to reboot or reconnect controllers.

PRINTING• Printing and copying services are

outsourced to Bear Solutions, with all equipment and money handling handled by this third party.

• Bear Solutions provide support staff during mornings, Monday to Saturday, with support provided by library staff at other times.

• As many visitors do not understand the Bear Solutions relationship, they will choose to ask a passing library staff member for support, even when Bear staff are nearby.

• The location and labelling of the copy centre causes confusion. It has poor line of site from much of the room, and the title ‘copy centre’, is not easily understood by visitors looking for somewhere to print.

• While self-serve guides are displayed, visitors will request staff support over trying to help themselves. At peak times this places great demand on the nearby collection point desk staff.

DESKTOP COMPUTERS• The Information Centre provides free

access to 15 minute computers, on a first-come, first served basis.

• Available signage makes it hard to easily understand which computers are available for use, and which are provided for catalogue use.

• While these computers are provided for quick use, many visitors will repeatedly log back into computers in 15 minutes blocks, staying for hours. This can cause friction between visitors at peak times.

• Where computers are full, a queuing spot is provided (although it is not particularly visible) and its use is not well explained.

• Many visitors, who have not been deeper into the library are not even aware that other computers with longer time limits are available upstairs.

• Where possible, staff will direct visitors upstairs to the Redmond Barry computers.

• As with the open WIFI, desktop computers place very few limits on websites that can be accessed. While many are used for work, at any time most screens will display social media, streaming video, and general websites.

• Desktop computers provide a web browser, and no other software. Visitors will frequently enquire about Microsoft Office access, and will be directed to Melbourne Public Library by staff.

IT SUPPORT• With the provision of WIFI, printing, and

desktop computers, visitors expect a level of IT support.

• Desk staff will be regularly asked for support in connecting devices to the WIFI, using provided software, and connecting their own devices to printing services.

• Many visitors will also request charging cables and adaptors for their devices, including adaptors for foreign power points.

• Desk staff will provide support where possible, and call rovers via the Vocera radio system to provide additional support.

• Rovers have basic IT support training. Where a visitor needs further support, the library is unable to help.

Foyer

WORK SPACE• Much like the forecourt, this is largely

a transitory space for visitors working deeper inside the library. Team-building visitors and researching students may occupy this space, as a way of interacting with the library without needing to pass beyond security.

WIFI • The foyer is a primary hub for casual

WIFI users. At any point in the day the majority of visitors seated in this space will be using one or more devices.

• WIFI availability is not well promoted within the foyer, and the service desk receives frequent enquiries on availability and access to WIFI.

• During inclement weather the use of the forecourt as an active public space descreases, with many visitors shifting inside, adding more pressure on the foyer as a convenient place for internet access.

PRINTING • As a companion to WIFI access, many

visitors will enter the library hoping to print. Service desk staff will direct visitors to the Information Centre.

• Printing requires a library card, or dedicated print card, both of which must be charged with pre-paid credit prior to printing. This can only be done within the copy centre, meaning anyone wishing to print must come to this location first.

• The charging machine does not provide change, and while this is labelled, it is frequently overlooked, leading to requests for refunds on credits to library staff - requests which can not be actioned.

• Scans can only be saved to a USB stick, which are not provided by the library, and are not on sale within the Readings Bookshop. Availability to USB sticks is a frequent request for nearby library staff.

Forecourt Foyer

Palmer Hall

Assisted technology

Collect books & ReservesPrint/copy room Arts Reading Room Experimedia

Information Centre

BACK STAGE

FRONT STAGE


Map 3: The library as a place to work

KEY

WIFI WORKSPACE

DESKTOPS IT SUPPORT

PRINTING

Lift area

Themes




onlinedatabase

onlinedatabase


ask research

assiste

d

techno

logy

victoria

male toilets

COPY CENTRE

WATER

BEAR

BIT TORRENT 67%

Queue here

printing provided by BEAR SOLUTIONS

2 MINSLEFT printNow what...

Microsoft Word?

Power adaptors?

Our first treasure hunt challenge is:

Find this book!

Can I print here?

We’re in the foyer. When will you get

here?

Which computers can

I use?Chargers?

Melbourne city library has MS OFFICE

I need to PRINT, but the sign says

COPY CENTRE?

y= 2x+4z+27?

Correct!

Hi! I’m in Melbourne!

Alas, poor Yoric. I knew him well.

Is there WIFI here?

Hello, can I ask you some questions?

Break time then back to work!

My hostel said there was free

WIFI here

Is there WIFI here?

Can we use the internet here?

How do I print?I can

help too!

This costs more than OFFICEWORKS

Do you sell USB sticks?

You’ll need a library, or print card.

Can I print in

colour?

Do you have change for $50?

Where do I put the money?

The machine ate my money. Can I get

a refund?

Printing?How much?

Scanners?

Excel?

Any more computers?

I need more than 15 minutes!

That guy has been on the computers

all day!

ROVER!

Can I print from my laptop?

I can help you with that!

There are 1hr computers upstairs

How is Melbourne?

Let’s study the next chapter

Hi, it’s Bob from the office..

So why do you want this job?

Our club is now in session

How I do I change the music?

This WII doesn’t work!

Our school is running a survey..

The treasure hunt map says go this way..

I’ll just log back in...

My vision problems mean I need support with screen resolution, screen angle,

and seat height...

downloading 67%

Our club is now in session


WORK SPACE• The Redmond Barry room is the most

popular space for regular and serious workers. Visitors will race when doors open to claim their favourite desk in this room, and once claimed many will tend to keep the desk for much of the day.

• The quiet nature of the room means it is very popular with students, many of whom visit the library on a daily or weekly basis.

• University students, who make up the bulk of visitors in this space, choose the library over their own university as it provides anonymous, quiet space away from distractions. They appreciate the discipline of ‘coming to the library to work’, and many report that they find it hard to work on their own campus.

• Many students working in this room will do so without ever accessing the library collection, and will instead bring in their own study materials and text books.


WORK SPACE• The La Trobe room is the least used

reading room and is typically the last to be filled during the day. At peak times however it will fill up with a combination of students studying, and other visitors looking for a quiet place to think and work.

• Visitors either love this room or hate it. For some it is too austere and uncomfortable - for others it is their favourite room in the building to work, with the huge ceilings ‘allowing space for their thoughts’.

• The La Trobe room is popular with writers, and many well known Victorian authors have worked in this space.

WIFI • Many visitors will use WIFI in the La

Trobe room, but is perhaps one space where many visitors will also be seen working without computers. Limited power availability may have an impact on this.

Arts Reading Room

WORK SPACE• As one of the quietest spaces in the

library, the Arts collection room is one of the most popular areas for serious workers. Desks will fill up early and remain full through to closing.

IT SUPPORT• In addition to standard IT needs, the Arts

collection also provides AV equipment which demands its own support. Visitors can ask Arts desk staff for support, when the desk is manned - otherwise they will enter the Information Centre seeking help.

Experimedia

IT SUPPORT• The Experimedia area provides gaming

consoles, to attract a youth audience. These regularly fail and require staff support to reboot or reconnect controllers.

WIFI • Virtually all visitors working in this room

will do so while connected to the library WIFI network on their own devices, or will be connected to the library network directly on the provided desktop computers.

• Internet use is incredibly varied, but most will at least some of the time use social networks, send emails, and casually browse general websites.

• Many visitors will use the library internet to watch streaming videos, including sporting matches, television programmes, and educational videos.

• While the majority of visitors use the network appropriately, staff have frequently witnessed visitors viewing pornography, and other anti-social sites, causing concern and friction from other visitors.

• Many visitors report slow internet speeds during peak times, and will bring their own 3G/4G dongle for use within the library.

PRINTING• A printer is available but somewhat

hidden within the information point.• As charging print cards can only be done

in the Information Centre, many visitors will need to make a trip downstairs before being able to use this machine.

IT SUPPORT• Visitors needing support in this room will

ask the service desk staff for support, if they can be found.

• Service desk staff will attempt to provide support but will often rely on rovers for advanced support or during peak times. Rovers are called using the Vocera radio system, although many staff prefer to call directly using a land line.

DESKTOP COMPUTERS• The Redmond Barry room provides a large

number of very popular bookable 1 hour computers.

• Computers must be booked using the computer booking terminal near the room entrance.

• The booking system will anonymously allocate a computer, on a first come first served basis. When no computers are currently available, it will issue a booking for the next available computer - during peak times, this can lead to significant waits for visitors.

• Computer bookings time-out unless they are claimed within 5 minutes of the allotted booking start time. As this is understood by regular visitors, many will attempt to game the system by repeatedly attempting bookings until a time-out occurs and a computer becomes available. This leads to a huge number of unused bookings blocking the system, and causes frustration amongst visitors.

• Visitor feedback suggests bookings

IT SUPPORT• Visitors needing support in this room

are limited to roving staff, reshelvers, and any other staff passing through the space.

• The information desk is not staffed, which causes visitor confusion. Visitors can often be seen waiting around the desk for returning staff, and then ultimately giving up and seeking help elsewhere.

should be limited to visitors with a library card, and should only permit one booking per person at a time.

• Once a computer has been booked, a paper slip is printed to provide proof of booking, and instruct the visitor on which machine they have been allocated. Many visitors struggle to match the printed computer code with the actual computer, and will wander the computer desks until they find the correct machine.

• As with general WIFI use, desktop computer use is varied, with a huge range of appropriate, and sometimes inappropriate browsing behaviour.

PRINTING• While a printer is available in the room, it

is hidden to most visitors.• The library offers a web based print to any

location service, which enables people working in this space to print directly to the local printer and avoid the need to go downstairs to collect their copies. Unfortunately this service is not well explained or understood and is not heavily used in this room.

• As print cards can only be charged in the copy centre, many visitors will need to travel down to the copy centre before printing.

Experimedia

Dome Galleries

La Trobe reference deskCowen Gallery

Redmond Barry Reading Room La Trobe Reading Room

Lift area

information

information

study rooms

female toilets

staff only

231

LA TROBE READING ROOM

DOME READING ROOM

AUSTRALIANA

BIT TORRENT

67%

YOU TUBElesson 1

E-LEARNINGFACEBOOK

SCORE: 9999

ca t et fi in here...

Computers?

Where is the printer?

Computer 19?internet booking

station

This WII doesn’t work!

This isn’t fair!

This happens every day!

He keeps printing out booking slips!

#@$$!!I don’t want that

computer!

DISGUSTING!!

High score!I love this game!

When will someone come to help me?

Where do I collect my print outs?

WIFI too slow when it’s busy so I bring my own

internet...

Here’s the book!

Recharge print card?

ROVER!

I love this space. It’s such an inspirational

place to write!

SCORE: 9999

I love this space. It’s such an inspirational

place to write!

Palmer HallReadings bookstore

External

Genealogy/Newspapers

Assisted technology

Print/copy room

Conference/seminar roomsonlinedatabase

onlinedatabase

mr tulk

toilets


ask research

assiste

d

techno

logy

victoria

Staffed from 12pm


TOUR

pirANESIROME

postcards

COPY CENTRE

piranesi exhibition

piranesi exhibition

BEAR


school tour

piranesi

PUBLIC LIBRARY TRAINING

WHAT’S ON TODAYORATION

LECTURE

MASTERCLASSES

TOUR

CHILDRENs FESTIVAL

VILLAGE ROADSHOW THEATRE

CHESSINSIDE

CAN WE JOIN THE LIBRARY?

Bags in here please!

DOME?

I missed my school tour...

Sorry you’ll have to just wait for them

to finish...

We need to go

I’ll mind the bags...

I loved the exhibition!

Ok. I’ll take the kids through the library...

Here’s a map and instructions...

WOAH...

@Lib_victoria: I love the library!

And now on Radio National we have Sue from the State Library of Victoria talking

about the wonferful Children’s Book Festival happening right now...

@Bob_by: Right back at you!

Shall we go see the exhibition?

Sure! I’ve never actually been inside

the libraryI wonder why this is here?

We’re here for the conference

Here’s the training room

school tour

public tour

TOUR

CHILDRENs FESTIVAL

LIBRARY

TOUR

Collect books & ReservesPrint/copy room Arts Heritage Reading Room

Cowen Gallery

male toilets

female toilets

staff only

picture books

COPY CENTRE

WATER

231


TOUR

SHUSH

Young adults

inky awards tonight

La dolce vita!

closed for conference

room in use

Lift area

Bags in here please!


But where is Ned Kelly?!

Parlez vous Francais?

Can we use any other rooms?

Loved the storytime but the changeroom is so poor I won’t be

coming back!

But how am I going to run my class?

This is our family space...

I might just duck out for a bit...

TOUR

But where is Ned Kelly?!

Interacting with the physical space

Accessing information

Getting stuff done

Community engagement

LESSON 3. MAP IT OUT, PUBLICLY1. Tell personal stories 2. Sketch constantly

3. Share quickly and often

CONCEPT GENERATION

PROTOTYPING

USING THE LIBRARY AS A PROTOTYPE

Final journey map

DROP IN FEEDBACK SESSIONS

LESSON 4. PROTOTYPE BEFORE YOU’RE READY1. Design through prototyping 2. Don’t try to figure it all out

3. Be brave 4. Welcome the skeptics

DOCUMENTING AND SHARING THE FUTURE STATE VISION

SO WHAT’S HAPPENED SINCE THEN?

STRATEGIC IMPACT

IMPACT ON STAFF

IMPACT ON OUR TEAM

Final journey mapAND THIS HAPPENED

THANK YOU

Chris O’Brien Senior designer, Meld Studios [email protected] @chrisobrien

mailto:[email protected]