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Understanding Users to Develop Better Library Services
Nancy Fried Foster, Lead AnthropologistSusan Gibbons, Associate Dean
River Campus LibrariesUniversity of Rochester
ACRL/NE ConferenceApril 21, 2006
University of Rochester
River Campus LibrariesObjectives
Techniques to engage all divisions of library staff in better understanding our patrons
New competencies for staff
Better alignment of library services with patron needs
University of Rochester
River Campus LibrariesObjectives
Methodologies
3 ProjectsCoURses SystemInstitutional RepositoriesUndergraduate Research Project
University of Rochester
River Campus LibrariesMethodologies
Ethnographic Anthropological methods Easier to change technology than people
1. We know what they need2. What do they need?3. What do they need to do?
Participatory Real user participation throughout the
design process Don’t guess, just ask
University of Rochester
River Campus LibrariesMethodologies
Ethnographic Anthropological methods Easier to change technology than people
1. We know what they need2. What do they need?3. What do they need to do?
Participatory Real user participation throughout the design
process Don’t guess, just ask
University of Rochester
River Campus LibrariesMethodologies
Ethnographic Anthropological methods Easier to change technology than people
1. We know what they need2. What do they need?3. What do they need to do?
Participatory Real user participation throughout the
design process Don’t guess, just ask
University of Rochester
River Campus LibrariesMethodologies
Examples Observations
Real work settings People using tools May use video to aid reviewing and analysis
Design workshops Bringing many people to the table Brainstorming about how real people could use
new designs to enhance their work Generate ideas that can then be prototyped
University of Rochester
River Campus LibrariesCoURses System
ProblemImprove access to reserve materials
Use language of classroom via syllabusSubject guides not effectiveUnaware of subject specialists
University of Rochester
River Campus LibrariesPhase I
Earliest Project
Committee: bibliographers only Specifications High consensus
IT staff not initially involved Design trade offs
University of Rochester
River Campus LibrariesPhase II
Time for a redesign Known design problems Desire for new features
Committee: bibliographers reserves staff support staff graphic designer programmer
University of Rochester
River Campus LibrariesPhase II
Ethnography Observed reserve staff and bibliographers Conducted by librarians & library staff
Participatory Interviewed faculty and students usability tested with students
Lesson: User needs & good design dove-tail nicely
University of Rochester
River Campus LibrariesInstitutional Repositories
Faculty not using it as expected
Try to understand why Study faculty use of digital tools Research authoring process
Easier to change technology than people
University of Rochester
River Campus LibrariesInstitutional Repositories
Committee librarians catalogers programmers computer scientist graphic designer anthropologist
University of Rochester
River Campus LibrariesInstitutional Repositories
Ethnography: In situ interviews Thorough analysis of
transcripts Co-viewing
Participatory Design
University of Rochester
River Campus LibrariesUndergraduate Research Project
Improve… Reference outreach Web presence Facilities
University of Rochester
River Campus LibrariesUndergraduate Research Project
Ask… What do undergraduates really do when
they write their research papers?
University of Rochester
River Campus LibrariesUndergraduate Research Project
Student-used systems and facilities
Ethnographic research with user-centered design methodology
Team: librarians and library staff
Research done in student locations
University of Rochester
River Campus Libraries
Traditional approach
Limited user inputMostly after prototyping
Participatory approachUser engaged from the beginning“Discover” user needsRefine with user input
University of Rochester
River Campus Libraries
University of Rochester
River Campus LibrariesUndergraduate Research Project
Current steps Piloting “night owl” hours in Reference Facilitating student and staff participation
in renovation of a learning center in the library
Conceptualizing a new digital initiative
University of Rochester
River Campus LibrariesImplications
High staff participation & engagement 34 of 117 staff member (30%)
Subject librarian Web DeveloperDepartment Head Library AssistantArt Director Stack AttendantAnthropologist CatalogerAssistant/Associate Deans
Understand reasons for changes
University of Rochester
River Campus LibrariesImplications
Campus LeadersPositive impact on teaching, learning & research bibliographic instruction one-on-one research assistance requests participation in campus-wide projects faculty participation in institutional
repository
University of Rochester
River Campus Libraries
Susan Gibbons
Nancy Foster
