Innovation and Stories
Opening RemarksStephen Abram, MLS
Canadian Library Association, OttawaMay 31, 2012
What is the mindset of innovators on the margins?
They’re future oriented
They see patterns
They recognize key shifts
They see opportunity
They connect the dots
They focus on ideas in the context of people (not the reverse)
They see reasons not excuses
They collaborate – no lone wolves
They see the real issue not the pain point
They are OPEN to everything
They use critical thinking not criticism to bulletproof
initiatives
They play – a neotonous mindset
They see.
20
Project Objective
• To understand and meet the expectations of public library users for services, content, and virtual interaction.
21
• Personas are hypothetical representations of a natural grouping of users that drive decision-making for development projects.
– They are not real people, but they represent real people.
– They are defined by goals.
– They focus on what is valuable to the user and subsequently on how he or she behaves.
Personas Defined
22
Goals: Help team build the base infrastructure for .NET products. Construct the base set of services that
ship with the product and compose the core of a distributed framework for hosting distributed services. Add
queuing semantics and associated locking, classification and routing of messages, subscriptions, efficient
filtering, fan-out, etc., to the server. Integrate new distributed communication semantics to the existing SQL
Server programming model. Demonstrate ability to communicate and work well with other teams.
Usage Scenario: Henry has been around long enough to build a solid network of resources to call
when he has specific questions about products or programs. He often learns about new technologies or
processes through casual conversation with his friends and coworkers in the hallway. He uses Yahoo! for
general information gathering because he likes the simplicity of the site design and the breadth of information
available.
The Portal is not his start page—he usually just types in the URL directly. He rarely reads the content on the
first page because he doesn't want to know what's going on with general companywide PR information. He's
somewhat cynical about "companywide" internal releases and dislikes company politics. However, on a
personal level, he does want to know about the schedules that the applications are on so he can plan. He's
frustrated that there's no place you can go to find product information all in one spot.
Info-Seeking Behavior: When Henry needs specific information, he generally e-mails or phones
a friend. He is a member of about 15 different DLs that used to be manageable, but now he finds it increasingly
difficult to keep up.
He typically uses the Portal to search for internal information across the companywide intranet or to find other
internal sites. He comes to the portal about four-five times a week by typing in the URL and stays for less than
15 minutes at a time. He rarely, if ever, goes to there to find general information about the company or the
industry as a whole. He uses internal databases to find internal information on products or code. If he's
frustrated by something, he'll go there and find solutions rather than go outside to support or to a dot-com.
"You used to have to drill down pretty deep to find personalized information, but now it's easier." He tends to
bookmark pages in the portal because he hates having to go 5 levels down. He'll use that bookmark until it
breaks, then he has to research it again. He would like to have favorites on the portal. . . .
Henry
41 Years Old,
Software Design Engineer
U.S.
12 Years at the company.
Single,
MS Comput.Sci
Personas
23
Our Approach
• Narrative capture and identification of characters, issues and problems, behaviors and actions.
• Narrative pattern review of content, service and product needs
• Identification of priority requirements for specific market identities i.e. personas
24
Narrative
25
Why Narrative Capture?
• Knowledge can only be volunteered it cannot be conscripted
• I only know what I know when I need to know it
• I always know more than I can say and I will always say more than I can write down
26
Anecdote Circles
Starter StatementsDescribe a day that involved coming to the library.Describe a day that you wanted to come to the library but couldn’t.Give us an example of when you learned something from others at the library.Give us an example of when you tried to learn something from others at the library but didn’t. Give us an example from the past when you have used a computer to find information and were surprised about what you found.Give us an example from the past when you decided you wouldn’t be able to find the information through the computer – why?
The five (5) workshops held in April-May 2005
– Bergen County Public Library, NJ– Buffalo Erie Public Library, NY– Cleveland Public Library, OH– Hamilton Public Library, ON– S.A.I.L.S. Middleboro, MA
27
Summary Groupings
Archetypes Themes Values
Good Citizenship
Patrons
Library Staff
Money
Library Services and
Facilities
Interaction
Technology
Efficiency
Money
Community
Learning
Quality
Efficiency
Money/Risk
Ideal StateIssues
28
Archetypes: Characters
Archetype Summary
0
2
4
6
8
10
12
Archetype Names
Nu
mb
er
of
Arc
hety
pes Good Citizenship
Patrons
Library Staff
Money
Library Services
and Facilities
29
Good Citizenship Archetypes
Collaborate
Community brings
people together
Cozy
Diverse activities
Encourage creativity
Good use of our money
Human contact
Intellectual
opportunities
Kids feel safe
Nurturing
Opportunities – social
Security
Willing to chat when
time permits
Bergen
County
Well-Rounded Citizen(13 attributes)
30
Good Citizenship Archetypes
Community builder
Connected
Connecting with
community
Gives people mission
Networking
Pulls community
together
SAILS
Strong Community Leader(6 attributes)
31
Patron Archetypes
Annoying
Books out of print
Disruption
Indifference
Lack of wireless
No tape player
Online services
unavailable
Out of date
Physical pain
Ripped/missing
pieces, out of date
magazine
Wasted resources
Wasted space
Cleveland
Frustrated Patron(12 attributes)
32
Patron Archetypes
After hours usage
Broader search results
Computer use
Introduction to new
things
Lots of preferences
No online access outside
of library
Not a free service
Open to public
Outside sources
Search method
Universal access
Ways to get information
Cleveland
Inquisitive Power User(12 attributes)
33
Patron Archetypes
Can’t get book you want
(timely)
Don’t listen to reviews/bad
reviews (NPR Reviews)
Embarrassing
Fear of puppets
Forgot card/license
Head aches
Injuries
Some people consider a
waste of money/space
(crafts)
Too long
Cleveland
Disengaged Seeker(9 attributes)
34
Library Staff Archetypes
Advance reserve on new
materials
Abundance of items
One-stop shopping
Video/DVD lost in drop
box
Access to materials never
afford
Up to date, current
materials
Diversity of materials
Buffalo-Erie
Ultimate Tour Guide(7 attributes)
35
Library Services Archetypes
Out-of-Date IT(6 attributes)
Access to PC’s
Message is too long
(automated computer
system)
Not enough computers
Slow re-boot
Strong database
Technical-media options
Hamilton
Public
36
Library Services Archetypes
Can’t remove reference
material
Extensive collection
Library for books, not
movie rentals
Library for education films,
not Hollywood movies
Hamilton
Public
“Something for Everyone” Resources(4 attributes)
37
Themes: Issues and Problems
Themes
0
5
10
15
20
Theme Names
Nu
mb
er
of
Th
em
es
Interaction
Technology
Efficiency
Money
Other
38
Values: Behaviors and Actions
Values
0
1
2
3
4
5
6
7
8
9
10
Value Grouping
Nu
mb
er
of
Valu
es Community
Learning
Quality
Efficiency
Money/Risk
Other
39
Pattern Review
40
Mass Narrative Representation
41
Example Focus AreasContent
SMI AttributesVast Information
Dedicated Local Library Directories
In-depth Knowledge Available
ArchetypesSomething for
Everyone Resources
QualitiesLibrary Material Types
Service
ThemesEqual Access to Services
Ease of Use and Efficiency
Meeting Customer Needs
ArchetypesFrustrated Patron
ValuesQuality Librarian
Services
Functionality
SMI AttributesCuts Down SearchingToo Many Features
ArchetypesSatisfied Customer
ValuesInformation Access
Self-Learning
42
Personas
43
Primary Anchor
Secondary Anchor
44
7 Primary PL Personas• Discovery Dan
– Dan represents the adult non-researcher population.
• Haley High School– Haley represents the high school student population.
• Jennifer– Jennifer represents the parents of teenagers.
• Mommy Marcie– Marcie represents the parents of young children.
• Rick Researcher– Rick represents adult researchers who own a personal computer.
• Senior Sally– Sally represents senior citizens.
• Tasha Learner– Tasha represents adult researchers who do not own a personal computer.
What Do Innovators Do?
• They’re future oriented• They see patterns• They recognize key shifts• They see opportunity• They connect the dots• They focus on ideas in the context of people (not the reverse) • They see reasons not excuses• They collaborate – no lone wolves• They see the real issue not the pain point • They are OPEN to everything• They use critical thinking not criticism to bulletproof• They play – a neotonous mindset• They see.
Trans-Literacy: Measure the Impact(s)
Community literacy
Reading literacy
Numeracy
Critical literacy
Social literacy
Computer literacy
Web literacy
Content literacy
Written literacy
News literacy
Technology literacy
Information literacy
Media literacy
Adaptive literacy
Research literacy
Academic literacy
Reputation, Etc.
Consider the Whole Experience
Sample charts of Top Library Questions
Stephen Abram, MLS
Gale Cengage Learning
Yep – You Get Questions
• Health and Wellness / Community Health / Nutrition / Diet / Recovery DIY Do It Yourself Activities and Car Repair Genealogy Test prep (SAT, ACT, occupational tests, etc. etc.) Legal Questions (including family law, divorce, adoption, etc)Hobbies, Games and Gardening Local History Consumer reviews (Choosing a car, appliance, etc.) Homework Help (grade school) Technology Skills (software, hardware, web) Government Programs, Services and Taxation Self-help/personal development Careers (jobs, counselling, etc.) Reading Choices and recommendations, books & authors Travel and Vacation, Tourism SupportSupporting College credits, Distance Education, and Adult Continuing EducationPersonal Finance and Investments / Financial Literacy Religion and spiritualityRetirement and Seniors Services General Reference / Quick Answer Questions (e.g. telephone numbers, addresses, definitions, locations, library hours and services, etc.) Coming to America or our Community (Immigration, Moving) Book Clubs / Community Reading / Summer Reading Business. Leadership and ManagementParenting and Child Development Adult Literacy / ESL Entrepreneurship and Consulting Small and Medium-sized Business Support World Cultures/Understanding Our World History Studies (Civil War, WW2, etc.) Choosing a School, Program/Degree, College or University / College Planning Finding People / Biographies , language learning
0.00 0.20 0.40 0.60 0.80 1.00 1.20
Health and Wellness / Community Health / Nutrition / Diet / Recovery
DIY Do It Yourself Activities and Car Repair
Genealogy
Test prep (SAT, ACT, occupational tests, etc. etc.)
Legal Questions (including family law, divorce, adoption, etc)
Hobbies, Games and Gardening
Local History
Consumer reviews (Choosing a car, appliance, etc.)
Homework Help (grade school)
Technology Skills (software, hardware, web)
Government Programs, Services and Taxation
Self-help/personal development
Careers (jobs, counseling, etc.)
Reading Choices and recommendations, books & authors
Travel and Vacation, Tourism Support
Supporting College credits, Distance Education, and Adult Continuing Education
Personal Finance and Investments / Financial Literacy
Religion and spirituality
Retirement and Seniors Services
General Reference / Quick Answer Questions (e.g. telephone …
Coming to America or our Community (Immigration, Moving)
Book Clubs / Community Reading / Summer Reading
Business. Leadership and Management
Parenting and Child Development
Adult Literacy / ESL
Entrepreneurship and Consulting
Small and Medium-sized Business Support
World Cultures/Understanding Our World
History Studies (Civil War, WW2, etc.)
Choosing a School, Program/Degree, College or University / College Planning
Finding People / Biographies
Relative Patron Interest in Various Areas
Top 13
The Baker’s Dozen: LVA Top 13
1. Health and Wellness / Community Health / Nutrition / Diet / Recovery
2. DIY Do It Yourself Activities and Car Repair 3. Genealogy 4. Test prep (SAT, ACT, occupational tests, etc. etc.) 5. Legal Questions (including family law, divorce, adoption, etc) 6. Hobbies, Games and Gardening 7. Local History 8. Consumer reviews (Choosing a car, appliance, etc.) 9. Homework Help (grade school) 10. Technology Skills (software, hardware, web) 11. Government Programs, Services and Taxation 12. Self-help/personal development 13. Careers (jobs, counselling, etc.) 14. Readers Advisory was 14th
88.3%
83.1%
81.7%
75.9%
72.9%
67.8%
60.0%
60.0%
58.3%
51.7%
10.0%
15.3%
16.7%
22.4%
25.4%
30.5%
31.7%
35.0%
41.7%
48.3%
1.7%
1.7%
1.7%
1.7%
1.7%
1.7%
8.3%
5.0%
0.0%
0.0%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Hobbies and Gardening
Consumer reviews (choosing a car, appliance, etc.)
Health and Wellness / Community Health / Nutrition / Diet / Recovery
Local History
Homework Help (grade school)
DIY Do It Yourself Activities and Car Repair
Genealogy
Legal Questions (including family law, divorce, adoption, etc)
Test prep (SAT, ACT, occupational tests, etc.)
Technology Skills (software, hardware, Internet/web)
Resource Levels for Top Ten Areas of Patron Interest (Question 1)
Enough
Not Enough
Not Applicable
45.0% 46.7% 46.7%
32.2% 33.3%
5.2% 3.4%
43.3% 38.3% 38.3%
42.4%35.0%
12.1%11.9%
10.0%13.3% 13.3%
22.0%
20.0%
22.4%
39.0%
1.7% 1.7% 1.7%1.7%
11.7%
56.9%
44.1%
0.0% 0.0% 0.0% 1.7% 0.0%3.4% 1.7%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
History / Social StudiesScience / Science fairs) Biographies LiteratureSpecial Events (Black (or Hispanic, Asian, Native American) History Month)Women’s Studies Religion
Student Homework Support - Level of Requests by Area
N/A
Not at all Common
Slightly Common
Common
Very Common
18.97% 20.00%
6.90% 8.62%14.04%
1.72%5.00%
10.53%
1.89% 3.39%6.90%
0.00% 0.00% 1.69%
39.66% 38.33%
37.93% 32.76% 22.81%
24.14% 20.00%14.04%
18.87% 16.95% 10.34%
15.25% 13.79% 8.47%
34.48%28.33%
36.21% 41.38%47.37%
56.90%
50.00%57.89%
49.06%55.93%
51.72%52.54%
46.55%
45.76%
6.90%
11.67%18.97% 17.24% 14.04% 17.24%
23.33%
17.54%
28.30%22.03%
31.03% 30.51%39.66%
42.37%
0.00% 1.67% 0.00% 0.00% 1.75% 0.00% 1.67% 0.00% 1.89% 1.69% 0.00% 1.69% 0.00% 1.69%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Areas of World Which Generate Most Questions
N/A
Not at all Popular
Slightly Popular
Popular
Very Popular
The Strategic Collection Issue
•List includes top 10 subjects for each group.•Most popular subject for each group is denoted by 10, least popular (within top 10) is denoted by 1.•Items that did not make the top 10 for a particular group are denoted by 0 for that group.•Since not all items were included in the top 10 of all groups, the sum of scores is taken across groups, rather than the average, to provide the overall rankings (higher being better).•The overall top 10 items are the same as those represented in the chart, but rank differs due to the fact that only 55 respondents are included above (others did not indicate a location type).
Top Hobbies Survey
From Stephen’s Lighthouse
0 10 20 30 40 50 60 70
Knitting & Needlecrafts
Arts & Crafts
Television Shows
Gardening
Pets
Music
Traveling, Tourism & Vacations
Exercise, Cycling & Walking
Movies & Film
Computers
Cooking & Recipes
Recreational Reading
Top 12 Patron Hobbies
I made a mistake and left out photography as a hobby.
Coin collecting
Stamp collecting
Winter Sports
Woodworking
Golf
Children's Sports
Adult Team Sports
Sewing
Live Theatre
Home Entertaining, Picnics & Parties
Other
Adult Individual Sports
Painting & Sculpture / Art Appreciation
Summer Sports
Board & Card Games
Cars, Motorcycles
Creative Writing
Outdoor Life
Volunteer Work
Video Gaming
Antiques & Collectibles
Carpentry, Home Repair & Additions
Genealogy
Religion & Spiritual Activities
Diet & Nutrition
Knitting & Needlecrafts
Arts & Crafts
Television Shows
Gardening
Pets
Music
Traveling, Tourism & Vacations
Exercise, Cycling & Walking
Movies & Film
Computers
Cooking & Recipes
Recreational Reading
Patron Hobbies - All
National Library Customer Satisfaction Data
Specific Database Results from Usage
Year One: Aug. 2009 – Sept. 2010Sample: More up to date and local data is available
What do we need to know?
• How do library databases compare with other web experiences and expectations?
• Who are our core virtual users?
• What are user expectations for satisfaction?
• How does library search compare to consumer search like Google?
• How do people find and connect with library virtual services?
• What should we ‘fix’ as a first priority?
• Are end users being successful in their POV?
• Are they happy? Will they come back? Tell a friend?
30 30
48
41
3033
59
37
30
59
30
48
6562
71 72 72 7375
7068
76
7072
78
69
74 7477
90 90 90 89 8890 90
8790
85
90 90
8487
0
71
Top-Level BenchmarksGale-Cengage Browse SurveyAugust 01, 2010 - August 31, 2010
Gale Library Databases Compare
Very Well to Other
Web Experiences
Digging Into Satisfaction3 4 5 9 6 8 7 2 1
High
School
Student
Univers/
College
Student Librar’n
Other,
please
specify Teacher
Other
Profess-
ional
Profess-
or
Middle
School
Student
Element
ary
School
Student Overall
Responses: 3,043 2,920 1,570 709 576 576 488 477 148 10,507
29% 28% 15% 7% 5% 5% 5% 5% 1%
Content 70 77 79 69 77 74 67 68 40 73
Look and Feel 64 74 74 64 72 70 61 63 37 68
Navigation 65 71 69 60 69 66 60 63 45 66
Search 61 73 73 60 71 67 59 59 35 66
Site
Performance73 79 77 72 77 76 68 72 52 75
Satisfaction 63 74 72 60 72 66 59 62 35 67
Likelihood to
Return72 82 85 71 82 78 66 69 36 76
Primary
Resource63 73 68 56 70 60 51 60 33 65
Recommend 63 78 83 66 80 72 63 61 36 71
Users willReturn and
RecommendOnce Hooked
Content73, 1.1
Look and Feel68, 0.4
Navigation67, 0.9
Search67, 2.8
Site Performance74, 0.4
62
72
0.2 1.2 2.2
SC
OR
E
IMPACT
Gale-Cengage Browse SurveyPriority Map
October 01, 2009 - October 31, 2009
STATUS QUO REQUIRED MAINTAIN OR IMPROVE
MONITOR TOP PRIORITYKey:
Position of each bubble indicates its score and impact
Size of each bubble also indicates the relative size of impact
HighLow
High
Low
LibrarySearch
Needs toImprove
29%
28%
15%
7%
5%
5%
5%
5%
1%
0% 5% 10% 15% 20% 25% 30% 35%
High School Student
University/ College Student
Librarian
Other, please specify
Teacher
Other Professional
Professor
Middle School Student
Elementary School Student
Who uses e-Resources?
The Core User For Library
E-Resourcesis Clear
Yes60%
No20%
Don't know yet20%
Gale-Cengage Browse SurveyDid you find what you were looking for?
August 01, 2009 - September 06, 2010
(N: 10486)
Database UsersAre BeingSuccessful
Google.com81%
Other, please specify10%
Yahoo.com6%
Ask.com3%
Gale-Cengage Browse SurveyWhich search engine do you primarily use to do online research?
August 01, 2009 - September 06, 2010
(N: 10486)
Did not have any difficulty navigating the site
52%
Links did not take me where I expected
10%
Other, please specify
9%
Would often feel lost, not know where I was
8%
Could not navigate back to previous information
8%
Too many links or navigational choices
5%
Had technical difficulties (e.g. broken links, error
messages)4%
Links/labels are difficult to understand
4%
Gale-Cengage Browse SurveyWhat type of difficulty, if any, did you encounter with the navigation process on this website?
August 01, 2009 - September 06, 2010
(N: 10486)
There are Training and
CommunicationOpportunities
Female59%
Male33%
Prefer not to respond8%
Gale-Cengage Browse SurveyWhat is your gender?
August 01, 2009 - September 06, 2010
(N: 10484)
More Males UseLibrary
DatabasesThan Usual
18 and under30%
51+23%
36-5019%
19-2511%
26-3510%
Prefer not to respond7%
Gale-Cengage Browse SurveyWhat is your age?
August 01, 2009 - September 06, 2010
(N: 10486)
There is Not A DemographicSwing in Online
Usage
Yes73%
Haven't thought about it18%
No9%
Gale-Cengage Browse SurveyDo you trust the content on this website more than the content you find through web search
engines?August 01, 2009 - September 06, 2010
(N: 10486)
Library UsersTrust LibraryDatabases
More.
School assignment62%
Professional project17%
Personal interest
10%
Other, please specify6%
Just browsing5%
Gale-Cengage Browse SurveyWhich best describes the purpose of your research today?
August 01, 2009 - September 06, 2010
(N: 10486)
School is theSweet Spot –
But Other UsersAbound Too.
29%
28%
15%
7%
5%
5%
5%
5%
1%
0% 5% 10% 15% 20% 25% 30% 35%
High School Student
University/ College Student
Librarian
Other, please specify
Teacher
Other Professional
Professor
Middle School Student
Elementary School Student
Gale-Cengage Browse SurveyWhich best describes your role on this website today?
August 01, 2009 - September 06, 2010
(N: 10486)
Library’sNatural Allies Are Big Users& Potential
Partners.
Librarian32%
School or library website29%
Teacher24%
Used in the past7%
Other, please specify5%
Web search engine
3%
Gale-Cengage Browse SurveyHow did you find out about this website?
August 01, 2009 - September 06, 2010
(N: 10486)
Wow! Only 29% ofUsers Find
E-Resources Through Our
Websites.
First time36%
Several times a month18%
Several times a week14%
About once a month10%
About once every 3 months8%
Every 6 months or less7% Daily
7%
Gale-Cengage Browse SurveyHow frequently do you use this website?
August 01, 2009 - September 06, 2010
(N: 10486)
And 39% of YourUsers Are in Your
Databases for For the VeryFirst Time!
12% 2%3%3% 5% 5% 7% 11% 14% 39%
0% 20% 40% 60% 80% 100%
How likely are you to recommend this site to
someone else?Avg Score: 7.4
N*: 10486
Gale-Cengage Browse SurveyRecommend - Scores and DistributionsAugust 01, 2009 - September 06, 2010
(Avg. Score: 71)
1 2 3 4 5 6 7 8 9 10* N values exclude
"Don't Know"
Your Users Will
Recommend Your Databases
Your Users Will
Recommend Your Databases
12% 3% 4% 4% 6% 7% 10% 14% 13% 27%
0% 20% 40% 60% 80% 100%
How likely are you to use this site as your primary resource for
your research needs?Avg Score: 6.9
N*: 10486
Gale-Cengage Browse SurveyPrimary Resource - Scores and Distributions
August 01, 2009 - September 06, 2010
(Avg. Score: 65)
1 2 3 4 5 6 7 8 9 10* N values exclude
"Don't Know"
Your Users Respect
Your DatabasesAs Primary
Sources
9% 2%2%2% 4% 4% 7% 11% 14% 46%
0% 20% 40% 60% 80% 100%
How likely are you to return to this site?
Avg Score: 7.9N*: 10486
Gale-Cengage Browse SurveyLikelihood to Return - Scores and Distributions
August 01, 2009 - September 06, 2010
(Avg. Score: 76)
1 2 3 4 5 6 7 8 9 10* N values exclude
"Don't Know"
Your Users Are
Likely toReturn
9%
10%
10%
2%
2%
3%
3%
3%
4%
3%
4%
4%
5%
6%
7%
7%
6%
8%
11%
11%
13%
18%
18%
18%
19%
18%
15%
23%
22%
19%
0% 20% 40% 60% 80% 100%
What is your overall satisfaction with this
site?Avg Score: 7.2
N*: 10486
How well does this site meet your
expectations?Avg Score: 7.1
N*: 10486
How does this site compare to your idea of
an ideal website?Avg Score: 6.8
N*: 10486
Gale-Cengage Browse SurveySatisfaction - Scores and DistributionsAugust 01, 2009 - September 06, 2010
(Avg. Score: 67)
1 2 3 4 5 6 7 8 9 10* N values exclude
"Don't Know"
Your Users Evaluate
Your Services as Meeting
Expectations.
7%
7%
7%
1%
1%
1%
2%
2%
2%
3%
2%
2%
5%
5%
3%
5%
6%
4%
12%
11%
6%
18%
19%
14%
20%
20%
19%
27%
28%
42%
0% 20% 40% 60% 80% 100%
Please rate how quickly pages load on this site.
Avg Score: 7.6N*: 4660
Please rate the consistency of speed from page to page on
this site.Avg Score: 7.7
N*: 4661
Please rate the ability to load pages without
getting error messages on this site.
Avg Score: 8N*: 4659
Gale-Cengage Browse SurveySite Performance - Scores and Distributions
August 01, 2009 - September 06, 2010
(Avg. Score: 75)
1 2 3 4 5 6 7 8 9 10* N values exclude
"Don't Know"
9%
9%
11%
11%
3%
2%
2%
3%
3%
3%
3%
4%
4%
3%
4%
4%
6%
5%
6%
6%
8%
7%
8%
8%
11%
12%
12%
12%
17%
19%
18%
17%
17%
16%
15%
15%
22%
24%
21%
21%
0% 20% 40% 60% 80% 100%
Please rate the relevance of search results on this site.
Avg Score: 7N*: 4661
Please rate the organization of search
results on this site.Avg Score: 7.2
N*: 4659
Please rate how well the search results help
you decide what to select.
Avg Score: 6.9N*: 10486
Please rate how well the search feature
helps you to narrow the results to find what you
want.Avg Score: 6.8…
Gale-Cengage Browse SurveySearch - Scores and Distributions
August 01, 2009 - September 06, 2010
(Avg. Score: 66)
1 2 3 4 5 6 7 8 9 10* N values exclude
"Don't Know"
9%
9%
9%
10%
1%
2%
2%
3%
2%
3%
3%
6%
3%
4%
4%
6%
6%
7%
6%
7%
6%
7%
8%
8%
12%
13%
13%
11%
21%
20%
19%
17%
16%
15%
16%
13%
24%
21%
21%
19%
0% 20% 40% 60% 80% 100%
Please rate how well the site is organized.
Avg Score: 7.3N*: 4661
Please rate the options available for navigating
this site.Avg Score: 7
N*: 4663
Please rate how well the site layout helps
you find what you are looking for.
Avg Score: 7N*: 4658
Please rate the number of clicks to get where you want on this site.
Avg Score: 6.6N*: 4661
Gale-Cengage Browse SurveyNavigation - Scores and DistributionsAugust 01, 2009 - September 06, 2010
(Avg. Score: 66)
1 2 3 4 5 6 7 8 9 10* N values exclude
"Don't Know"
9%
8%
7%
2%
2%
1%
4%
3%
2%
5%
5%
2%
8%
8%
5%
10%
9%
5%
13%
13%
11%
16%
19%
19%
14%
15%
18%
20%
20%
30%
0% 20% 40% 60% 80% 100%
Please rate the visual appeal of this site.
Avg Score: 6.9N*: 4663
Please rate the balance of graphics and text on
this site.Avg Score: 7
N*: 4658
Please rate the readability of the pages
on this site.Avg Score: 7.7
N*: 4659
Gale-Cengage Browse SurveyLook and Feel - Scores and Distributions
August 01, 2009 - September 06, 2010
(Avg. Score: 68)
1 2 3 4 5 6 7 8 9 10* N values exclude
"Don't Know"
8%
8%
9%
1%
1%
1%
2%
2%
2%
2%
2%
3%
5%
4%
6%
4%
5%
7%
8%
9%
12%
18%
18%
18%
22%
20%
18%
31%
31%
26%
0% 20% 40% 60% 80% 100%
Please rate the accuracy of information
on this site.Avg Score: 7.8
N*: 4660
Please rate the quality of information on this
site.Avg Score: 7.7
N*: 4661
Please rate the freshness of content on
this site.Avg Score: 7.4
N*: 4662
Gale-Cengage Browse SurveyContent - Scores and Distributions
August 01, 2009 - September 06, 2010
(Avg. Score: 73)
1 2 3 4 5 6 7 8 9 10* N values exclude
"Don't Know"
There’s Great News!We have Room forImprovement BUT
Library Databases Compete Very Well with User
Expectations and Needs Fulfillment.
Aug-09 Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10
N 203 1,153 1,611 1,391 760 814 1,081 1,138 1,059 691 168 170 192 55
0
200
400
600
800
1,000
1,200
1,400
1,600
1,800
Nu
mb
er
of
Resp
on
den
ts
Time Periods
Gale-Cengage Browse SurveyNumber of Survey Respondents
August 01, 2009 - September 06, 2010
The School Cycle Drives Many Usage
Scenarios
A Third Path
Stephen Abram, MLS, FSLA
VP strategic partnerships and marketsCengage Learning (Gale)
Cel: [email protected]
Stephen’s Lighthouse Blog
http://stephenslighthouse.comFacebook, Pinterest: Stephen Abram
LinkedIn / Plaxo: Stephen AbramTwitter: @sabram
SlideShare: StephenAbram1