Tag user-centered

Entries 33 Total

Learn By Asking

Mar 1, ’10 8:39 AM

My latest column is up at LJ’s site. It is called Learn by Asking and here’s a snip from it.

Empathy and preferences

As I discussed in the January 2010 LJ (p. 28), if we want to make deep connections with our communities, we must figure out how people feel. I don’t mean in the narrow sense of sending out a survey. Surveys can be useful for getting a sense of people’s stated preferences (often different from their actual preferences) but rarely go deeper. In fact, relying on surveys and market research techniques alone can actually be harmful, setting up a consumer/producer dynamic that doesn’t let us recognize our patrons as individuals.

Let’s say that half of your library’s renewals are made by telephone. If you know this, you’ve deduced a preference. But what can you really do with this information? There are a number of reasons people might show this preference: they could lack computer access; the online renewal process might not be obvious; or they could enjoy interacting with librarians. What’s more, the response is likely to vary depending on the motivation.

How can we recognize patrons as people and learn about their motivations? As in any good relationship, we can listen to them.

By the way, LJ has created a feed for the series. I’ll likely keep linking from here too.

Comments (4)

creating a user centered organization

Apr 22, ’09 8:44 AM

From Good Experience:
Wawa is a much-loved chain of friendly, well-run convenience stores on the east coast. They’re particularly well known for their coffee… less known is the story of their first cup:

Russo was general manager of the Aston Township store, the second Wawa, 35 years ago, and one day he brought in a 30-cup percolator to make coffee for the staff. A customer noticed. “One gentleman asked if I would sell him a cup,” Russo said. “I put the money in the cash register.

 
Is there anything the people in your community often ask for that you can turn into a service? Color copies? Faxing? Assistance emailing photos?

Comments (1)

all sorts of goodness from Vancouver Public Library

Feb 19, ’08 10:54 PM

How are Canadians so cool? Not only does the Vancouver Public Library have a beautiful, entirely usable website that features library users on the front page, they also have a neat set of programs coming up. Here’s a bit of the press release:

SPEAK UP 2008: MY VIRTUAL WORLD LIBRARY DIALOGUE SERIES EXAMINES E-WORLD

(Vancouver, B.C.) – From February 19 to March 11, the Vancouver Public Library will host a lively exchange of ideas and discussion at Speak Up 2008: My Virtual World, where participants will explore the role of technology in our lives.

During this intriguing four-part series, expert panelists representing a broad range of perspectives on technology in the virtual and real worlds will address four key aspects of e-activity: Online Privacy, Gaming, Information Online and the Social Impacts of Our Virtual World. Participants are invited to share their thoughts about the role of technology in our world and how the rapidly advancing virtual world is increasingly intersecting with our daily lives.

There’s also a nice looking PDF, SpeakUp 2008 Booklet, My Virtual World, that contains info about the events, and lists relevant library books and databases. What an interesting and timely series of talks.

Ok, one more thing about the front page of the VPL website. Take a look at how much above the fold screen real estate they devote to featuring a library user. About one fifth, right? Someone made the decision to be literally user centered in this case, and it works. It illustrates that the library is full of people. It is social.

And each patron quote highlights a related library service.

Their website is newly redesigned, and I know this because they’re offering a one hour “Virtual VPL: The New Library Website” class. Clearly I’m a fan. Way to go VPL!

Comments (8)

let’s learn from the salsa amigos blog

Dec 18, ’07 7:54 PM

Maybe you know that I’m a bit obsessed with bicycles. Two of my bikes are made by a smallish company (owned by a bigger company) called Salsa. I’ve been subscribed to their Amigos Blog for quite some time. They give updates about their product line, report on cool rides they’ve done, give occasioanlly talk about their personal lives. They do a great job reminding readers that Salsa is a company made of people.

Recently, they’ve been doing something different and really neat. They’ve been directly soliciting input about their company from blog readers. They’re being user-centered. Here are the types of questions they have been asking. Not that you necessarily care about the bike bits, but pay attention to the casual, friendly tone of their posts, and the questions they’re asking.

#
Imagine a bunch of little Salsa Pepperman Elves running about and building all sorts of Christmas presents for the good cycling people of the world. Santa Pepperman is looking over his crew of elves making sure everything is just right. Now, imagine asking Santa Pepperman for just one new product from Salsa Cycles. What would “IT” be?
#

#
Greetings folks. As you know we’ve been having a lot of discussion about designs and materials. Well, we are still having these discussions and we’ve got more questions. Today, I want to ask you for your feedback on cut to length seat tubes and press in bottom brackets.
#

#
Salsa is taking a look at our packaging and we have a few goals:

Minimize the environmental costs by using minimal packaging, recycled materials, and recycleable materials when possible.

Obviously the packaging needs to accomplish a few other things as well:

Protect the product during shipping, sufficiently and efficiently brand the product, and possibly provide for efficient display of the product on the sales floor.

I’d love to hear your thoughts on bike part packaging. Please identify whether you are a consumer or bike dealer and shop staff.
#

#
So, here goes….

Carbon fiber is everywhere in the bicycle world! Heck, we use it already on bars and seatstays on our successful Mamasita, Campeon & Moto Rapido frames.

Do you, our readers & customers, want Salsa to offer complete carbon frames and/or complete bikes?

If yes, what models or categories would you like to see?

If no, why?

Lastly, if you respond, could you please identify yourself as a dealer or a consumer?
#

(I couldn’t find permalinks for their posts)

They don’t have to take every piece of advice or request that people make. Most importantly, they’re letting their customers (and fan base) have a say and that’s valuable to the fans, even if Salsa doesn’t take their advice. It shows they are interested in their customers, and who doesn’t like to have people interested in them? Beyond this, Salsa *can* use this info to get new ideas, as a general guide, or maybe even confirm hunches. They can mine the collective intelligence of people enthusiastic about their products.

It takes a bit of guts to open up your company (or institution) like this. Many organizations might be afraid of what they’d hear. I haven’t seen this type of exchange on a library website, but think this is what we should be aiming for.

Please let me know if you’ve seen libraries actively soliciting input about library services or materials on their website.

Comments (2)

let’s learn from the salsa amigos blog

Dec 18, ’07 7:54 PM

Maybe you know that I’m a bit obsessed with bicycles. Two of my bikes are made by a smallish company (owned by a bigger company) called Salsa. I’ve been subscribed to their Amigos Blog for quite some time. They give updates about their product line, report on cool rides they’ve done, give occasioanlly talk about their personal lives. They do a great job reminding readers that Salsa is a company made of people.

Recently, they’ve been doing something different and really neat. They’ve been directly soliciting input about their company from blog readers. They’re being user-centered. Here are the types of questions they have been asking. Not that you necessarily care about the bike bits, but pay attention to the casual, friendly tone of their posts, and the questions they’re asking.

#
Imagine a bunch of little Salsa Pepperman Elves running about and building all sorts of Christmas presents for the good cycling people of the world. Santa Pepperman is looking over his crew of elves making sure everything is just right. Now, imagine asking Santa Pepperman for just one new product from Salsa Cycles. What would “IT” be?
#

#
Greetings folks. As you know we’ve been having a lot of discussion about designs and materials. Well, we are still having these discussions and we’ve got more questions. Today, I want to ask you for your feedback on cut to length seat tubes and press in bottom brackets.
#

#
Salsa is taking a look at our packaging and we have a few goals:

Minimize the environmental costs by using minimal packaging, recycled materials, and recycleable materials when possible.

Obviously the packaging needs to accomplish a few other things as well:

Protect the product during shipping, sufficiently and efficiently brand the product, and possibly provide for efficient display of the product on the sales floor.

I’d love to hear your thoughts on bike part packaging. Please identify whether you are a consumer or bike dealer and shop staff.
#

#
So, here goes….

Carbon fiber is everywhere in the bicycle world! Heck, we use it already on bars and seatstays on our successful Mamasita, Campeon & Moto Rapido frames.

Do you, our readers & customers, want Salsa to offer complete carbon frames and/or complete bikes?

If yes, what models or categories would you like to see?

If no, why?

Lastly, if you respond, could you please identify yourself as a dealer or a consumer?
#

(I couldn’t find permalinks for their posts)

They don’t have to take every piece of advice or request that people make. Most importantly, they’re letting their customers (and fan base) have a say and that’s valuable to the fans, even if Salsa doesn’t take their advice. It shows they are interested in their customers, and who doesn’t like to have people interested in them? Beyond this, Salsa *can* use this info to get new ideas, as a general guide, or maybe even confirm hunches. They can mine the collective intelligence of people enthusiastic about their products.

It takes a bit of guts to open up your company (or institution) like this. Many organizations might be afraid of what they’d hear. I haven’t seen this type of exchange on a library website, but think this is what we should be aiming for.

Please let me know if you’ve seen libraries actively soliciting input about library services or materials on their website.

Comments (2)

nintendo DS service stations

Sep 13, ’07 11:37 AM

You all are playing around with the Nintendo DS, right? The awesome handheld gaming system that features titles such as (my favs) Brain Age, Cooking Mama, Trauma Unit, and the game that’s practically an interactive eBook – Hotel Dusk? It really is great device, and is, like the Nintendo Wii, fairly multi-generational.


Nintendo DS toiletry by nicolasnova

Here’s a service station that a mall in Korea created. Whilst shopping, people can recharge their DSs, and clean their touch screens. This is a fantastic example of an institution understanding the habits of their customers. Not only should libraries be this understanding in general, but some might be able to replicate this particular service.

[via pasta&vinegar]

Comments (2)

gaming in libraries: old idea

Jul 20, ’06 8:13 AM

Some have tried smoking rooms, had boy’s club rooms and games, and many have tried simply to make the rooms homelike and cheery, and all of their experience is valuable to us.– “The Library as Social Centre“, the opening address of the Minnesota Library Association, October 12, 1905, by Miss Gratia Alta Countryman

Read the whole thing because it is awesome, but here’s another pull-out:

The whole building at all times should be managed in the broadest spirit of hospitality; the atmosphere should be as gracious, kindly and sympathetic as one’s own home. Then do away with all unnecessary restrictions, take down all the bars, and try to put face to face our friends the books and our friends the people.

Gratia Alta Countryman was city librarian until 1935.

Comments (6)

why does library polity create such harsh policy?

May 16, ’06 7:39 PM

Dang! Take a look at Don’t scar on the first cut from Signal vs. noise. Here are a few pull outs:

Policies are codified overreactions to unlikely-to-happen-again situations. A collective punishment for the wrong-doings of a one-off.

The problem with policies are that they compound and eventually add up to the rigidity of bureaucracy that everyone says they despise. Policies are not free. They demean the intellect of the executer (“I know this is stupid, but…”) and obsolve [sic] the ability to deal with a situation in context (“I sympathize, but…”).

I’d like to slightly change the statement “Policies are codified overreactions to unlikely-to-happen-again situations” to also say “Policies are codified overreactions to unlikely-to-happen situations.” Don’t we plan for mythical contingencies? And really, what are the chances that someone is going to spill coffee while using a computer, and what’s the worst that could happen if they did? Replacing a keyboard for $10? Is that *possible* loss of $10 worth having to tell people they can’t have a drink at the computer? Having to disappoint them, and the chore of having to babysit doesn’t seem worth it to me. I know what you’re thinking: “What about the $1200 computer at risk?” I think the chances of something spilling into a fatal location are infinitesimal.

I’m glad there’s been an increase in talk about library policy lately because I’m afraid getting libraries to give up lame policy might be harder than getting some libraries to implement some neat technology.

Comments (13)

thoughts on the stapler

Apr 2, ’06 10:56 PM

My small post about the reference desk stapler solicited some hilarious and insightful comments both here and at a pic of the stapler on flickr.

Highlights include Richard Ackerman’s comment:

Of course we let our patrons use staplers! We just require they take training in the use of advanced stapler features first

and Jenny’s response. As usual, she’s spot on:

And we call it a collation tool that you have to reserve in advance and show a library card to use. Then we make you use it in the designated collating area, where no more than two people can be at any one time. Removing the collation tool from the collating area will result in an immediate suspension of all collating privileges.

Users are allowed to collate up to 30 pages or 10 sets before they must surrender the tool to the next patron in line. If no one else is waiting, the patron may continue to use it for an additional 15 pages or 5 sets. Patrons may not exceed 60 pages or 20 sets in any one 24-hour period. Failure to observe these rules will result in the immediate suspension of all collation privileges. Staff will refill staples in collation tool within 24 hours of the first written report of an empty cartridge.

Collation tool hours are 9:16 a.m. – 8:44 p.m., Tuesday – Thursday. Classes in basic and advanced stapling are offered in January, June, and October.

JanieH links to a post on “Library Garden” which asks the great question, “Have you considered the price you are paying by punishing the majority of your good customers to deal with a few of the bad?” It also links to an amazingly titled bit from “Pop Goes the Library:” Red Tape = Patron Kryptonite

All of this is feeding into what I decided was going to be my theme for this year: Let’s Make Libraries Easy. I’m not a big fan of when people throw their arms up in the air and proclaim, “Libraries can’t be everything to everyone” because, duh, it’s a totally obvious statement. What I really dislike about the phrase is that it seems to discourage innovation and prevents us from striving to do the best we can. Right? “We can’t be everything to everyone so we probably shouldn’t try this new service.” “It might be nice to have IM clients installed our our PACs, but we can’t do everything.” Concentrating on the fact that we can’t be everything to everyone will lead us to become nothing for nobody. So instead, let’s think locally. We can be, and often are a heck of a lot to our communities. And I don’t mean communities in just the geographical sense.

We can’t maximize what we can do for our communities unless we stop with the passive–aggressiveness and make nice library signage, reduce barriers to service and think about our libraries from a non-librarian perspective.

Here are five things you can do this week to make your library a better place:

  • Let people bring drinks into your building. Let that group of high schoolers studying together eat the cupcakes they brought in. They might even offer you one. If they do, take it. It’ll make you seem human.
  • Communicate with your users who IM.
  • Let patrons plug their digital cameras into your computers.
  • By your DVD collection, have hold slips filled out with the info for popular films. They’ll just need to write in their name and hand it to you.
  • Allow kids to bring their skateboards in the library

The next time you’re involved with making a decision in your library, please consider the needs of your users. My thanks go out to all of the library workers – shelvers, administrators, IT geeks, janitors, catalogers and everyone else – who are working to make their libraries easier to use.

Comments (10)

reference desk stapler

Mar 28, ’06 5:57 PM

Now for a decidedly non-tech palate cleanser.

For some reason I’ve never thought to keep our stapler out on the Reference Desk for people to use. And I get asked for it probably 7 times per shift. Why has it gone back in the drawer? Most likely because we’ve always done it that way [thanks michael]. That’s really not a very good reason. There are probably 10 other little things that we’ve “always done” that, if changed, would make our lives, and our patrons’ experience better.

In our defense, I have recently heard of some libraries not letting patrons use library staplers. Yikes.

So I’m going to suggest that we don’t wear out the office supply drawer, and we keep the stapler out. I sure hope you’re not thinking: “Aaron’s stapler is going to get STOLEN.”

Comments (29)