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Video of CrowdAsk here: https://www.youtube.com/watch?v=-kaNIPJ82yA
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A Crowdsourced Library Help System
Tao Zhang, PhD
Digital User Experience Specialist
Purdue University Libraries
Internet Librarian 2014
Funded by 2013 IMLS Sparks! Ignition Grant
https://github.com/crowdask/crowdask
Ilana Stonebraker
Business Information Specialist
Purdue University Libraries
Introduction
2
• Crowdsourced library help system (with
gamification)
• crowdask.lib.purdue.edu
• Year long IMLS funded project
• Github:
https://github.com/crowdask0/crowdask
Agenda
• Challenges/Solutions
• Project timeline
• Project results
– CrowdAsk System
– Classroom, Usability Testing and Archives beta-test
– Reference service rollout
• Discussion of Implications
3
How we got to this
• Killing a FAQ
• How do we know which users want what in
help?
4
ResultsResearch Project-
Characteristics/ Design
5
Library Familiarity
Perceived Competence
Work Avoidance
Task Orientation (Learning-oriented)
Task Orientation (Performance-oriented)
0.758Conceptual
0.358
Unobtrusive
0.341
Relevant to the user’s immediate situation
0.304 -0.351
-0.358
-0.414
-0.43
Easy to access-0.448
0.36
Help should be…
How we got to this
ResultsResearch Project-
Characteristics/ Format
6
Library Familiarity
Perceived Competence
Work Avoidance
Task Orientation (Learning-oriented)
Task Orientation (Performance-oriented)
0.758
Index
Screenshots
Pictures/Images
Table of Contents
0.616
0.523
0.36
Video Tutorials
0.332
0.311
-0.301
-0.377-0.495
-0.664
0.36
How we got to this
7
8
Librarian
If patron is satisfied
• They learn
• They tell their friends
• They teach others
If patron is not satisfied
• Have to ask again
• They ask again later
If a patron is confused
• They ask again later
• They ask someone else
Challenges
9
Questions are all treated alike
• Majority of reference questions are lower level (Bishop &
Bartlett, 2013)
• Questions are context-based
• The process of reference decontextualizing then has to add
context in the reference interview process- inefficient
• Lack of utilization of other information sources such as
graduate students, instructors
Challenges
10
• Reference service model flawed
Librarians
Other
Students
FriendsProfessor
Challenges
11
Solutions
12
• “Crowd” sourced
– Content experts (such as graduate students) better
utilized
– Novices learning together
• Better reflect participatory culture, metaliteracy
Solutions
13
• Single channel
• Focus on librarians as community builders
versus information sources
Librarians
Students
Experts
The Project Team
14
Project Timeline
Received Grant, Hired GA
• August 2013
Prototype
Completed
• December 2013
Beta-testing
• January-April 2014
Usability testing
• March- April 2014
Reporting, Sharing of Code
• April-October 2014
Three Types of Beta Tests
26
Classroom Beta TestSpring 2014
Special CollectionsSummer 2014
Website RolloutFall 2014
Metrics
27
Qualitative(Usability and
And Interviews)
Quantitative
Qs and AsGoogle
Analytics Return on
Investment
Beta Test- Students
• 370 undergraduate students at Purdue
University
• MGMT 175 (Information Strategies for MGMT
Students)
• English 106 (First-Year Composition)
• GS 175 (Information Strategies for Hospitality
and Tourism Management Students)
28
Quantitative Assessment- Students
• Systems statistics
– 211 registered users
– 99 users posted questions, 106 voted
– 122 questions, 232 answers
– Most views on a question: 92
– Most answers to a question: 8
– Most votes on a question: 35
29
Quantitative Assessment- Students
• Google Analytics (January 5, 2014 to April 2,
2014)
– 1,150 visits from 474 unique visitors
– 14,715 page views
• average 12.8 pages per visit.
– 6 minutes and 7 seconds average visit duration.
30
Types of Questions
• Course-related. – “Do you know how to retake the quiz on blackboard (for Management
175)?” and “How much will my writing improve throughout the semester?”.
• CrowdAsk-related. – “How do you earn points on CrowdAsk?”; “May I know the full list of badges
and how to achieve them?”; and “Are we only allowed to ask academic related questions here?”.
• Library services or resources.– “Is there a way to search the libraries catalog just for movies?”; “How to
reserve a study room at library”; and “How do you get the actual article to come up on Business Source Premier instead of just the abstract?”.
• How-to.– “What is a good website to use to do a voiceover on Prezi?” and “How to
analyze the financial tables of a company?”.
• Conceptual. – “What is the best citation management software?” and “Could someone tell
me what is the meaning of APA citation?”.
31
Qualitative Assessment- Students
• Usability Test of 4 students (2 novice and 2
expert)
• Average duration of task: 2 minutes
• Unclear items
– Value of assigning tags
– Badges- Meaning
– Awareness of Extra privileges
• Motivation for expert users: reciprocity, not
points
32
Second Beta Test- Special
Collections
• Usability Testing and Interviews- Usability test of
three Special Collection experts outside the
libraries
• Selection of Special Collection FAQ- integrated
into system.
33
Second Beta Test- Special
Collections
34
35
User Testing- Special Collections
• Echoed many of students’ usability testing
• Concern over expertise
• Badges, points not much of a motivator
36
Launch on Purdue Libraries Website
• August 2014
• Secondary Choice for users to get help
• PUL reference staff
– Enthusiastic meeting at beginning of semester
– Will ensure that CrowdAsk questions answered in one
day timeframe.
• PUL Web Team
– Work with CrowdAsk team to support system
37
38
39
Career Information- Purdue Career
Wiki
40
Launch on Purdue Libraries Website
Goal: develop sustainable
user engagement and
community involvement as
part of the Purdue University
Libraries website.
41
Next Steps
• We want you! Looking for partners and test
cases
• GNU General Public License Version 2 on
GitHub
43
How could you use CrowdAsk?
44
Where are theOpportunities?
Where are the possibleThreats or Weakness?
Where are the possibleBenefits?
Thank You
CrowdAsk codehttps://github.com/crowdask0/crowdask
Short video on CrowdAskhttp://youtu.be/-kaNIPJ82yA
Ilana StonebrakerBusiness Information SpecialistPurdue University [email protected]
Tao Zhang, PhDDigital User Experience Specialist
Purdue University Libraries
45
Works cited and Image Credit
• Bishop, B. W., & Bartlett, J. A. (2013). Where Do We Go from Here?
Informing Academic Library Staffing through Reference Transaction
Analysis. College & Research Libraries, 74(5), 489-500.
• http://static.guim.co.uk/sys-
images/Money/Consumer/financialservicesbrochures/2014/2/28/139
3599196845/Angry-man-about-to-throw--011.jpg
46
