“I Know It’s There, But I Can’t Remember Where”

1. “I Know It’s There, But I Can’t Remember Where” Designing And Implementing User-Centered Information Services Over The Web Kelly Donaldson and Jane Foo Seneca College Learning Commons Computers in Libraries, March 14, 2002 (c) 2002 Kelly Donaldson, Jane Foo

2. (c) 2002 Kelly Donaldson, Jane Foo

3. (c) 2002 Kelly Donaldson, Jane Foo

4. The Learning Commons “… a blend of library expertise, learning centre academic support, audio-visual services and microcomputer resources in one accessible academic facility” Goals of the Learning Commons Web Site • To enhance user’s research & information literacy skills and develop their computer literacy skills • To provide users with a diverse range of learning-centered resources and services that are up-to-date, relevant, flexible and progressive The Learning Commons The Learning Commons LCO Project Facts Setting the Stage UCD and IA in Action Learning Support Initiatives Issues Appendices Bibliography Contact Us (c) 2002 Kelly Donaldson, Jane Foo

5. LCO Project Facts Structure The Learning Commons LCO Project Facts Setting the Stage UCD and IA in Action Learning Support Initiatives Issues Appendices Bibliography Contact Us (c) 2002 Kelly Donaldson, Jane Foo

6. LCO Project Facts Resources Staff: • Approx. 40 staff members involved • 4 campuses • 3 different service areas (A/V, Library, Learning Centre) Technical: • Content development: Word • Web site structure: Visio • Web Development: Dreamweaver, HomeSite • Graphic Design: Photoshop • Other: Linkbot, BOBBY, EZSort Money: • staffing, software, and a test server The Learning Commons LCO Project Facts Setting the Stage UCD and IA in Action Learning Support Initiatives Issues Appendices Bibliography Contact Us (c) 2002 Kelly Donaldson, Jane Foo

7. LCO Project Facts Framework The project was developed utilizing principles derived from both User Centered Design (UCD) and Information Architecture (IA) Recurring Themes • Functionality • Scalability • Consistency / Standardization • Usability The Learning Commons LCO Project Facts Setting the Stage UCD and IA in Action Learning Support Initiatives Issues Appendices Bibliography Contact Us (c) 2002 Kelly Donaldson, Jane Foo

8. Setting the Stage … …for User-Centered Design • Understand the users and the user’s tasks, information needs and context • Use existing information / design expertise (user-centered, not user-driven) • Keep it simple • Rapid prototyping • Iterate, iterate, iterate ! …for Information Architecture • Figuring out what we wanted the site to do • Creating order out of chaos The Learning Commons LCO Project Facts Setting the Stage UCD and IA in Action Learning Support Initiatives Issues To find a form that accommodates the mess, that is the task of the artist now. - Samuel Beckett Appendices Bibliography Contact Us (c) 2002 Kelly Donaldson, Jane Foo

9. 87 Information Architecture Building your Infrastructure • Information architecture is the “science” of figuring out what you want your site to do • constructing a blueprint before diving in and starting to put things together This includes determining: • content • site structure (narrow vs. deep) • organization of information • relationships between information • headings/labels for information ….all of which were determined from user feedback. The Learning Commons LCO Project Facts Setting the Stage UCD and IA in Action Learning Support Initiatives Issues Appendices Bibliography Contact Us (c) 2002 Kelly Donaldson, Jane Foo

10. Information Architecture Architectural blueprint of LCO homepage (c) 2002 Kelly Donaldson, Jane Foo

11. Information Architecture Text version of architectural blueprint Notes: ·Items in red are not yet developed ·Strikethrough items have been deleted from the site 1.Homepage 2.Find Magazines & Newspapers 2.1 Library Catalogue (BIBCAT) 2.2 Seneca's Electronic Resources 2.2.1 Alphabetically 2.2.2 Canadian Content 2.3 Electronic Magazines & Newspapers Titles List ("alphabetically" & "by subject) 2.4 Electronic Resources Search Features Chart 2.5 Get Help Finding Magazines, Journals & Newspapers 2.5.1 Why Use Magazines & Newspaper Articles? 2.5.2 How do I Find an Article? 2.5.2 Evaluating Magazines, Journals & Newspapers (links to 23.2) 2.5.3 Saving Your Results 2.5.3.1 Printing (links to ?) 2.5.3.2 Downloading (links to ?) 2.5.4 Style Guides/Citing Information (links to 22.2) 2.5.5 Off Campus Access to Magazines, Journals & Newspapers (links to 5.2) 2.5.6 Plagiarism (information for students) (links to 22.7) (c) 2002 Kelly Donaldson, Jane Foo

12. UCD and IA in Action • Card Sorting and Cluster Analysis • Usability tests : task-oriented prototype testing Utilized to help determine site: • content • functionality Also used to determine the most effective means of: • organization • navigation • labeling • terminology • home page layout The Learning Commons LCO Project Facts Setting the Stage UCD and IA in Action Learning Support Initiatives Issues Appendices Bibliography Contact Us (c) 2002 Kelly Donaldson, Jane Foo

13. Card Sorting/Cluster Analysis The Learning Commons LCO Project Facts Setting the Stage UCD and IA in Action Learning Support Initiatives Issues Appendices Bibliography User performs card sorting Contact Us (c) 2002 Kelly Donaldson, Jane Foo

14. Card Sorting/Cluster Analysis The Learning Commons LCO Project Facts Setting the Stage UCD and IA in Action Learning Support Initiatives Issues Appendices Bibliography Results of card sorting grouped and analyzed Contact Us (c) 2002 Kelly Donaldson, Jane Foo

15. Card Sorting/Cluster Analysis The Learning Commons LCO Project Facts Setting the Stage UCD and IA in Action Learning Support Initiatives Issues Appendices Cluster analysis performed by IBM’s EZSort based on results of card sorting Bibliography Contact Us (c) 2002 Kelly Donaldson, Jane Foo

16. Usability Testing A paper prototype of the LCO homepage was placed in front of the user, who was then asked to explain where they would look on the site to accomplish the following tasks: Task One(15 min) You want to find some journal articles that discuss the life and literature of Margaret Atwood for an English essay that you have to write. What do you do? Task Two(15 min) It is almost the end of your last semester, and you are trying to find out how much money you owe in fines for overdue books. What do you do? Task Three(5 min) The new semester has just started, and you want to look at your timetable for this semester. What do you do? The Learning Commons LCO Project Facts Setting the Stage UCD and IA in Action Learning Support Initiatives Issues Appendices Bibliography Contact Us (c) 2002 Kelly Donaldson, Jane Foo

17. Some Interesting Tidbits • Users don’t always think the same way we do! For example, from a student’s perspective: • Question: What is one of the most important things to see on a library homepage? • Answer: Employment Resources • Question: Where would you go to find information about your overdue library fines? • Answer: Collection Development The Learning Commons LCO Project Facts Setting the Stage UCD and IA in Action Learning Support Initiatives Issues Appendices Bibliography Contact Us (c) 2002 Kelly Donaldson, Jane Foo

18. Some Interesting Tidbits • Users don’t understand terminology such as: • Circulation Department • Periodicals • Interlibrary Loans • Users do understand terminology such as: • Borrower Services • Magazines and Journals • Borrowing Books From Another Library The Learning Commons LCO Project Facts Setting the Stage UCD and IA in Action Learning Support Initiatives Issues Appendices Bibliography Contact Us (c) 2002 Kelly Donaldson, Jane Foo

19. Learning Support Initiatives The following are just some of the collaborative projects being developed as a result of LCO and user testing: • Research by Subject • Persistent Course Resource • Research Success Tutorials • Getting Started • Virtual Reference Service (Ask LCO Live) The Learning Commons LCO Project Facts Setting the Stage UCD and IA in Action Learning Support Initiatives Issues Appendices Bibliography Contact Us (c) 2002 Kelly Donaldson, Jane Foo

20. Research by Subject Users identified a desire to access information by subject area. Specifics: • Subject areas based on Seneca specific programs/courses • All pages utilize a standardized page layout and subheadings (template) • Each page is owned and maintained by a library staff who is considered the expert of that subject area • All resources on each page are created and reviewed according to “Research by Subject Content Evaluation Guidelines” http://learningcommons.senecacollege.ca/learningcommons/Library/ResearchbySubject/ The Learning Commons LCO Project Facts Setting the Stage UCD and IA in Action Learning Support Initiatives Issues Appendices Bibliography Contact Us (c) 2002 Kelly Donaldson, Jane Foo

21. Persistent Links Users wanted to be able to easily access full-text resources. These links provide direct (one-click) access to customized online full-text resources for Seneca courses and programs. MySeneca / Blackboard online courses • http://my.senecacollege.ca Non-Blackboard online course (IHP 601) • http://ilearn.senecac.on.ca/aahs/health/IHP/601/ SeneSCAN: Environmental Scanning • http://www.senecac.on.ca/senescan/ The Learning Commons LCO Project Facts Setting the Stage UCD and IA in Action Learning Support Initiatives Issues Appendices Bibliography Contact Us (c) 2002 Kelly Donaldson, Jane Foo

22. Research Success Tutorials Users identified a desire to participate in self-directed learning. • A collaborative effort undertaken by faculty and librarians. • Development and implementation of various online, interactive tutorials Programs to date include: • Business • English • Nursing • Travel & Tourism • ELI (http://ilearn.senecac.on.ca/library/eli) The Learning Commons LCO Project Facts Setting the Stage UCD and IA in Action Learning Support Initiatives Issues Appendices Bibliography Contact Us (c) 2002 Kelly Donaldson, Jane Foo

23. Getting Started Users explained that they like things “quick and simple”. This page provides them with an overview of the research process and quick links to each topic Highlights include: • Selecting and understanding a topic • Searching for and evaluating information from various sources • Issues to consider during the writing process http://learningcommons.senecacollege.ca/learningcommons/Library/GettingStarted/researchPage.html The Learning Commons LCO Project Facts Setting the Stage UCD and IA in Action Learning Support Initiatives Issues Appendices Bibliography Contact Us (c) 2002 Kelly Donaldson, Jane Foo

24. Ask LCO Live Users love to chat! • Live, real-time reference services • Currently performing a pilot project with designated courses throughout Seneca • On-going staff training • On-going user testing to test both look and functionality • Increasing hours of availability • Potential future partnerships with a library from Australia in order to provide 24 hour service http://learningcommons.senecacollege.ca/learningcommons/LCGeneral/VRSIntro.html The Learning Commons LCO Project Facts Setting the Stage UCD and IA in Action Learning Support Initiatives Issues Appendices Bibliography Contact Us (c) 2002 Kelly Donaldson, Jane Foo

25. Past and Remaining Issues 1. Political • No comment! 2. Content • Maintenance of existing content • Ongoing development of new content • Continued user testing of content to ensure usability 3. Design • Logo, visual look and stakeholders 4. Technical • ITT • Staff training and development The Learning Commons LCO Project Facts Setting the Stage UCD and IA in Action Learning Support Initiatives Issues Appendices Bibliography Contact Us (c) 2002 Kelly Donaldson, Jane Foo

26. Seneca College Links Ask LCO Live: http://learningcommons.senecacollege.ca/learningcommons/LCGeneral/VRSintro.html Getting Started: http://learningcommons.senecacollege.ca/learningcommons/Library/GettingStarted/researchPage.html Learning Commons Online: http://learningcommons.senecacollege.ca/ Research by Subject Pages http://learningcommons.senecacollege.ca/learningcommons/Library/ResearchBySubject/CorporateCommunications.html Research Success Tutorials (restricted access) MySeneca / Blackboard online courses http://my.senecacollege.ca Non-Blackboard online course (IHP601) http://ilearn.senecac.on.ca/aahs/health/IHP/601/ SeneSCAN: Environmental Scanning http://www.senecac.on.ca/senescan/ The Learning Commons LCO Project Facts Setting the Stage UCD and IA in Action Learning Support Initiatives Issues Appendices Bibliography Contact Us (c) 2002 Kelly Donaldson, Jane Foo

27. Bibliography Information Architecture: Rosenfeld, Louis and Peter Morville. Information Architecture for the World Wide Web. Cambridge: O’Reilly, 1998.  Shiple, John. “Information Architecture Tutorial.” Webmonkey. 8 Jan. 2002. http://hotwired.lycos.com/webmonkey/design/site_building/tutorials/tutorial1.html. UCD and IA in Action: “EZSort (beta release).” IBM. 9 Jan. 2002. http://www-3.ibm.com/ibm/easy/eou_ext.nsf/Publish/410. “What is Card Sorting?.” 12 Dec. 2001. Information & Design. 9 Jan. 2002. http://www.infodesign.com.au/usability/cardsorting.html User-Centered Design: Hackos, JoAnn T. and Janice C. Redish. User and Task Analysis for Interface Design. New York: Wiley & Sons,1998.   Krug, Steve. Don't make me think! : a common sense approach to Web usability. Indianapolis, Ind.: Que, 2000.   Norman, Donald A. The design of everyday things. New York: Basic Books, 1988.   Nielsen, Jakob. Designing web usability. Indianapolis, Ind.: New Riders Publishing, 2000. “User-Centered Design.” IBM. 9 Jan. 2002. http://www-3.ibm.com/ibm/easy/eou_ext.nsf/Publish/570 The Learning Commons LCO Project Facts Setting the Stage UCD and IA in Action Learning Support Initiatives Issues Appendices Bibliography Contact Us (c) 2002 Kelly Donaldson, Jane Foo

28. Questions? Learning Commons Web site: http://learningcommons.senecacollege.ca Kelly Donaldson Kelly.Donaldson@senecac.on.ca Jane Foo Jane.Foo@senecac.on.ca The Learning Commons LCO Project Facts Setting the Stage UCD and IA in Action Learning Support Initiatives Issues Appendices Bibliography Contact Us (c) 2002 Kelly Donaldson, Jane Foo