Human/Computer Interaction

Why does human and computer interaction matter?

Computers are becoming a major communication tool for many people around the world.

Libraries and librarians need to find ways to reach out and meet users and potential users through the media they use the most often.

Different types of human/computer interaction

Cloud computing Virtual reference Digital archiving Social media and Web 2.0 Podcasts Goodreads

Things to consider Ethics and censorship Accessibility Technical difficulties Privacy Security

Cloud Computing Instead of looking for a powerful machine

that would store all of our documents and run all of our applications, computers would resemble portals that would give us access to the cloud.

The device that gives us the best access, instead of the one that has the most power, would be the most valuable.

Librarians must understand… …that converged devices are everywhere.

Cell phones must be allowed in libraries as access points to cloud computing.

…unfettered access to the cloud is necessary If librarians lock down access to the computers they

manage, users will be unable to reach the data they have stored.

…the cloud may be invaluable for reference. reference questions are often answered by utilizing

Facebook, Wikipedia, blog posts, or a Flikr picture.

Librarians must understand… …cloud computing applications can help

libraries save time and money. Google Docs, Facebook, online wikis, Flickr, and other

cloud computing and social media sites are highly usable and generally free.

… personalization is key Amazon’s “suggestions for purchase” as the way

libraries should be running their OPACs.

…localization is important Many of these cloud computing networks allow users to

search locally for information and places that are close to them.

Virtual Reference “Using computer and communications technology to

provide reference service to patrons anytime and anywhere” (OCLC)

Two types of virtual reference delivery Asynchronous: a user submits a question to a librarian who

will answer the question at a later time (example: email and web forms)

Synchronous: a user communicates with the librarian in real-time (example: chat programs/widgets, instant messaging, SMS (short message service) or text messaging

Types of virtual reference Email and web forms

Steps to email:1. User must first determine the email address of the Reference Librarian2. User composes a message of what they are looking for and sends it to the

Reference Librarian3. Librarian receives message and conducts a search, then follows with a

reply to the user

Pros: librarian does not feel pressured to answer the question immediately which allows for a more thorough search, email services are not very costly and Librarians do not need extensive training

Cons: library users are often wanting immediate answers that email does not provide, there have been studies that show the use of email reference is heavily declining

Types of virtual reference Chat programs and widgets Libraries realized they needed to make themselves available in real-time,

offering immediate answers (this is what they were accustomed to on the Internet)

Many libraries today are using Chat-based programs or Instant Messaging programs, the most common being a chat widget

Pros: simple and easy to understand, with a place to type and see

what the librarian has typed the visitor can easily see if the librarian is online and available to

accept questions place widget on any number of webpages, making it more

visible and accessible to the user (the user doesn’t have to click through a series of links to find the Ask-a-Librarian chat)

Types of virtual reference SMS or text messaging

Steps to text a Librarian:1. Text your reference question to the service phone number2. Librarian receives text message in email form through a computer program3. Librarian performs search/determines answer to question4. Librarian types response into a computer program which sends a text

response to the user’s phone

Pros: most everyone has a cell phone and uses them often for texting, extremely convenient, perfect for answering straightforward questions such as library operating hours, item lookups, fact finding, etc.

Cons: message length restricted to 180 characters, not suitable for in-depth reference questions

Virtual reference issues Cost?

Of acquiring new technologies Training Staffing/maintaining service

Privacy Chat transcripts Keeping record of emails and text messages

Licensing How much information can be given to users online who may

not be “legal users” of the material

Virtual reference reflections

Most important: meeting the users needs There is not one single reference model

that is the end-all solution There needs to be a combination of

service formats to reach users in many different ways

Digital archives What are they?

Where and how information is stored on the web and what will happen to it in the future.

These archives generally pertain to born-digital items; materials that were never printed or published in a hard copy.

Digital archives are managed by the government or by corporate entities.

Digital archives—Electronic Records Archive ERA is in charge of creating the archives of

the future. The ERA must provide a place to which

collections can be transmitted by creators. It includes workspaces where NARA staff

can examine records. It provides reliable technology for storing the

records over long periods of time and provide readily available access for users.

Corporate archives (i.e. The History Factory)

The History Factory works with corporations to store information and to use their corporate history to recognize accomplishments and achievements.

Their website suggests corporate museums, corporate history books or an integrated company anniversary program.

In addition, they offer “complete archive storage with a web-accessible interface.” http://www.historyfactory.com/index.aspx

Digital archives—Library of Congress

As with the National Archives, the LoC recognized a need for digitization of certain resources for preservation and accessibility.

In 2004, the LoC created a Web Capture team to preserve and sustain at risk websites.

Potential issues with digital archiving In addition to the cost of migrating information to

a digital format and maintaining the hardware, the manpower cost must be considered.

These systems need constant care and attention to maintain the metadata, links and subject terms.

Obsolescence is also an issue. Periodically, software, hardware and record formats will need to be updated to ensure accessibility.

All of these things create monetary drains for institutions.

Social media and Web 2.0 Why it is important:

Today’s users are connected through a variety of digital media whether it be the computer, cell phone, or IPods.

Many find it easier to access information through a digital source than going somewhere to do research.

Libraries need to find ways to allow users to connect to them. Allowing emailing and texting of questions is one way for libraries to reach out to the users.

Social media and Web 2.0 Twitter

Within a library setting, Twitter would provide the user and librarian immediate interaction with one another during a session.

Facebook Fan pages can provide information on events and businesses.

Sometimes replies to questions may take a little time, but it is still a way to make contact.

Wikispaces Wikispaces is another way for librarians to reach out to users. A

wikispace may be open for anyone to add information to, or it may remain locked. The page is open to public viewing but not to being changed by anyone by the moderator of the page when it is locked.

Blogger Blogger is another way for users and librarians to connect. Not all

information found in a blog, however, has been verified.

Social media and Web 2.0 Skype

Skype is free service that allows IM as well as phone calls, meaning users do not always have to limit themselves to their local library.

Second Life For the reference librarians, there are “Library Buzz sessions”

that offer them the opportunity to meet other professionals and experts in their field and other fields “to share about a variety of information topics” (Virtual worlds, n.d., para.).

Delicious Individuals and groups can save links to sites they use often and

find particularly useful, and then these links are share with others.

YouTube Videos and podcasts can be developed to teach research skills

or advertise books, and can then be accessed by users.

Podcasting Podcasting is another communication resource

for librarians to reach users. Podcasts are digital media files, which can either

be audio or video that are distributed through web syndication.

These podcasts can be uploaded to YouTube and then a link to the podcasts can be included on what ever site the library is using to keep readers informed about the services provided by the library.

Goodreads Goodreads is another communication

source. This site allows users to share with other

what books they have read, are currently reading, or plan to read.

In addition, members share reviews of the books they read.

Issues to consider: Ethics and censorship New technologies create unique ethical

problems. Despite new scenarios, the same ethical

principles should guide our behavior. Richard Severson’s four principles of

information ethics provides an ethical base that is adaptable to the increasing challenges of human and computer interactions.

Severson’s information ethics Respect for Intellectual Property

We have unprecedented access to others ideas and creations.

Theft in an electronic format—whether papers, music, programs, or movies—is still theft.

Respect for Privacy This is one of the most difficult ethical aspects of Social

Networking Sites in a work/school environment. With so much personal data available on the web, we

must do our best to protect our patrons as well as ourselves.

Severson’s information ethics Fair Representation

“Fair representation reminds us to be moral advocates on behalf of our customers when they are naïve” (Severson, 1997, 82).

Librarians must do their best to meet patron needs in an honest and attentive way.

Nonmaleficence Though the opportunities are great—whether

purposeful or otherwise—librarians must strive to cause no harm.

We should also strive to create an environment where patrons feel free to use new technologies without the fear of harm coming their way.

Censorship Content filters and firewalls may

underblock. Content filters and firewalls can also

overblock. Often times the teacher is restricted from

valuable content, while the students can work around the firewalls.

Censorship With the Children’s Internet Protection Act

of 2000, schools and libraries that buy computers using federal funds are required to use Internet filtering software as well as monitor online activities of minors.

Libraries’ responsibility 94% of middle and high school students use

online resources (when available) for research projects.

Cheating, plagiarism, and other unethical conduct are easier than ever before.

Librarians must give instruction on proper research methods and teach the ethical use of technology and information.

(Thomas, 2004, 156-7)

Issues to consider: Technical difficulties—Resource planning Technical resource planning involves setting long

term technology goals and then referring to those goals to when making decisions about technology purchases, staffing, and new library services.

Because libraries have a commitment to information archiving and accessibility, they must be especially careful when choosing how to invest in technology. Technology should work across multiple platforms and meet all ADA Accessibility guidelines, if possible.

Technical difficulties—business continuity Many of the services offered by today’s libraries are extremely

dependent on technology. Online databases may rely on a continual broadband connection. Local catalogs rely on intranet connections. Access to protected content might depend on its host machine being operational at all times. In addition to planning for upgrades and additions to the libraries technical offerings, library directors need to plan a response to inevitable technical outages.

For example, can patrons still check out materials during a network or electrical outage? Is a paper based system readily available to library employees and are they trained on it? Under what circumstances should the library close?

Technical difficulties—Digital rights management Digital rights management, or DRM, refers to

a type of system that protects the copyrights of content that is distributed digitally.

The system typically limits the use of materials by controlling what devices can access the material, limiting the number of times or dates that the material can be viewed on, or erasing the material after a certain amount of time.

Technical difficulties—key concerns for libraries Eliminating the “First sale” doctrine Enforcing a “Pay-per-use” model of

information dissemination Enforcing time limits or other limitations of

use that prevent preservation and archiving. Eliminating “fair use” and other exceptions

in Copyright Law that underpin education, criticism, and scholarship.

(ALA 2006)

Conclusion The possibilities and challenges of

human/computer interaction in libraries seem endless.

Perhaps the correct path here is to determine when and where computing should be applied to best fit the library, its user population, and what services these users require.

Guidance and prudence will be required of librarians making the switch.

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