Library User Studies

1. Library User Studies Hsin-liang Chen SLIS, Indiana University

2. Study library users for: • Needs Assessment (Library collections and programs S621 AV Sources) • System evaluation (Do library info systems really serve users? S556 System Analysis and Design, S516 Human-Computer Interaction) • Accountability (Social and political aspects)

3. Accountability measures can be controversial Example: Chronicle of Higher Education Texas A&M's Bottom-Line Ratings of Professors Find That Most Are Cost-Effective Faculty members at Texas A&M University are, by and large, generating more money than they are costing the university, although some of the most prestigious professors would appear to be operating in the red, according to a controversial report prepared by the university system as a move toward greater accountability.

4. Example articles from New York Times • Nordstrom links online inventory to real world • Retargeting ads follow surfers to other sites • Technology asides, most people still decline to be located • Search takes a social turn

5. User studies and job requirements

6. Service Quality Librarian K-State Libraries (www.lib.k-state.edu) are looking for a Service Quality Librarian.  This new position will be responsible for gaining insight into customer expectations and satisfaction through a variety of assessment measures.   Actively engages customers and monitors customer service experience.  Works across the Libraries to develop a culture where customer satisfaction and continuous improvement are the goals.   Provides staff development and training to enhance the reputation of the K-State Libraries.  Works closely with the office of Public Relations, Marketing and Communication. Works within the Library Planning and Assessment Office, reporting to the director. Responsibilities Collaborates with other units to assess customer experiences through ethnographic and other qualitative and quantitative methodologies Experiments with new ideas and techniques to assess and improve quality customer service Conducts user surveys, focus groups, and environmental scanning and share results to improve customer experiences Assesses student learning outcomes in conjunction with university-wide and library initiatives Builds and maintains a body of knowledge on customer preferences and behaviors Coordinates Libraries’ participation in national service quality and student learning assessments Keeps current with trends, issues, and best practices in assessment methods Works on the Library Help Desk

7. The user experience librarian C&RL News, June 2009Vol. 70, No. 6 http://www.ala.org/ala/mgrps/divs/acrl/publications/crlnews/2009/jun/jol.cfm Example: The Indiana University Kokomo Library invites applications for a full time, tenure-track, 12-month, Digital User Experience Librarian position at the assistant or associate librarian rank beginning as soon as position is filled. Information about the Library and its collections, services, and facilities can be found at http://www.indiana.edu/~kowcms/academics/library/. The Digital User Experience Librarian will take a leadership role in the continued development of the electronic resources collection and the Library’s Web presence in order to provide support for the teaching, learning, and research needs of our users. This work will include acquiring and providing access to electronic resources, and incorporating appropriate Web-based tools to support our users’ information to knowledge experience. The position also includes some reference desk work.

8. Undergraduate User Experience-Media Technologies LibrarianUniversity of Connecticut • the incumbent investigates the learning needs, learning behaviors, and communication technologies of the University's undergraduates and initiates strategies to make both the physical and its virtual counterpart ever more vibrant and engaging destinations for these users • Preferred Qualifications: Experience assessing library programs and services; experience in usability testing; experience investigating user behavior using quantitative and/or qualitative methods; experience assessing undergraduate information literacy skills development; experience creating videos and/or other multimedia applications to provide user education; and experience with desktop publishing.

9. From examples and job requirements to required skills and knowledge • Various data collection methods and environmental considerations (It is easy to know but difficult to do. How to get hands-on experience?) • Working with people from different backgrounds and speaking the same language

10. Example: how do people use their smartphones? http://blog.nielsen.com/nielsenwire/wp-content/uploads/2010/09/NielsenMobileAppsWhitepaper.pdf

11. My research areas:

12. Course highlight: • S516 Human-computer interaction (Spring 2011, Tuesday evening) • Course topics: • Human abilities • Universal design principals • Environments • Requirement analysis • Prototyping • Visual design and information representation • Interface design • Socialware • Evaluation and usability

13. Discussion