listen observe ux_dls
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Listen To What You Cannot Hear, Observe What You Cannot See:Evidence-Based Methods for Evaluating and Enhancing UX in Distance Library Services
Christine TobiasUser Experience LibrarianMichigan State University Libraries
16th Distance Library Services ConferenceApril 24, 2014
Photo Credit: http://snapshotsforsoreeyes.files.wordpress.com/2012/02/ocean-binoculars.jpg
Distance Learning Library Services: A Definition
Library services in support of college, university, or other post-secondary course and programs offered away from a main campus, or in the absence of a traditional campus, and regardless of where credit is given.
Source: Association of College & Research Libraries (ACRL) Standards for Distance Learning Library Services
Access Entitlement Principle
“Academic libraries must, therefore, meet the
information and research needs of all these
constituents, wherever they may be.”
Source: Association of College & Research Libraries (ACRL) Standards for Distance Learning Library Services,
Distance Learning Trends @ MSU
2004
2005
2006
2007
2008
2009
2010
2011
2012
2013
0
100000
200000
300000
400000
500000
600000
On CampusOff CampusOnline
University Credits Offered by Delivery Method – Fall Semester
(2004-2013)
Source: Office of the Registrar, Michigan State University
Distance Learning Trends @ MSU
2004
2005
2006
2007
2008
2009
2010
2011
2012
2013
020,00040,00060,00080,000
100,000120,000140,000160,000180,000200,000
On CampusOff CampusOnline
University Enrollment by Delivery Method – Fall Semesters
(2004-2013)
Source: Office of the Registrar, Michigan State University
Distance Learning Trends @ MSU:A Closer Look
2004
2005
2006
2007
2008
2009
2010
2011
2012
2013
0
2000
4000
6000
8000
10000
12000
14000
16000
Online Off Campus
University Enrollment by Delivery Method – Fall Semesters
(Distance Learning, 2004-2013)
Source: Office of the Registrar, Michigan State University
Blurred Lines…Who Are Distance Learners…really?
Ubiquitous online access to library resources
No distinction between online users on campus or in distance learning
Location of online students irrelevantOnline students function as distance
learners regardless of locationLibrarians serve similar roles and
responsibilities to online users and distance learners
Distance Learners…in the traditional on-campus classroom!?!?
Photo Credit: http://honorscollege.msu.edu/sites/default/files/content/Student%20Linguistics%20Lab.jpg
Distance Learners…in the dorms!
Photo Credit: http://blogs.cdc.gov/publichealthmatters/files/2012/08/Dorm-room.jpg
Distance Learners…in the Library!
Photo Credit: Ebony Magnus, MSU Libraries
Need for Assessment in DLS“The librarian-administrator assesses the existing library support for distance learning, its availability, appropriateness, and effectiveness, using qualitative, quantitative, and outcomes measurement devices as well as a written profile of needs.”
Assesses and articulates both the electronic and traditional library resource needs of the distance learning community;
Conducts reviews of specific library and information service areas or operations which support distance learning services;
Participates in continuous institutional assessment and effectiveness programs and processes.
Source: Association of College & Research Libraries (ACRL) Standards for Distance Learning Library Services,
Listen…Observe…There’s lots of data out there!
Photo Credit: http://m7.i.pbase.com/o4/30/681730/1/63514037.5HZa23Zp.050605022BosseCarlssonw.jpg
UX @ MSU Libraries2 User Experience
LibrariansUser Experience Work
GroupCollaborate across
units to build a culture of assessment throughout library
Evaluate service points, operations, processes, and work flows for planning, design, and user-centric improvement
Photo Credit: http://blog.zenoss.com/wp-content/uploads/2012/02/The-End-of-Silod-Monitoring-Silo-Collapse.jpg
We’re breaking down silos!
Usage Analytics: LibGuides
Guide Title Views
How to Cite Data 5846
Finding Faculty Salary Information 3902
Native American Studies Research Guide 3602
African American Studies Research Guide 2895
Electronic Medical Books 2100
NSC 495-Researching your topic in Human Biology 1425
Business Electronic Resources 1254
Citing Business Databases in APA Style 1245
Detailed Land and Property Information in Michigan 1239
Criminal Justice Resources 1238
LibGuides: Top 10 Guides by View (March 2014)
Usage Analytics: Google Analytics
Google Analytics: LibGuides (External) - Top 10 Page Views (March 2014)
Unique Pageviews: Number of visits during which the specified page was viewed at least once.
Bounce Rate: Percentage of visits in which the visitor enters and exits without interacting with the rest of the site.
Exit Rate: Indicates how often visitors exit from the page when they view that page.
Stalk…and Embed:Or, integrate LibGuides with D2L
• Library Resources widget appears on home page of every course in D2L;
• Use API tagging in LibGuides to integrate Course Guides and Getting Started Guides into Desire2Learn;
• Integration happens automatically; no intervention from librarian needed!
Why Integrate LibGuides in D2L?
Promote awareness of library resources
Increase usage of Course Guides and Getting Started Guides
Seamless, automatic
Embed librarians
Is It Working?
Measuring Service Process in VRWhat is service process?
◦ HOW and WHY is VR used? (Service perspective)
How can it be measured?◦ Quantitative: Stats and Numbers◦ Content of VR transcripts
What can be measured?◦ Traffic Patterns: How often and which service?◦ Staffing Patterns: Who’s answering the question?◦ Access Points: Where are users accessing the
service?◦ Question Types: What types of questions are asked?
• Which types of questions are asked in VR?
• Is VR a valid research service point?
• Customized Descriptive Codes• Derived using Grounded Theory
Model• Created in QuestionPoint (VR
software)• MSU patrons only• Up to 3 codes assigned to each
question• Based on initial question(s) asked
at point of service entry.• Only one “coder” to maintain
consistency
Service Process Measurement Plan
Customized Descriptive Codes Assigned by Major Category
(n= 7,095)
Local Resources
Tech/Help
Library Services
Library Resources
0 1000 2000 3000
40
221
558
2726
36
183
526
2805
2011-2012
2012-2013
Loca
l Reso
urces
Tech/H
elp
Library Service
s
Library Reso
urces
Total0
1000
2000
3000
4000
2011-2012
Trends in Assignment of Customized Descriptive Codes By Major Category: 2011 - 2013
Trends in Top Ten Assigned Customized Descriptive Codes:
2011 - 2013
Citation Help
Circulati
on
Public Se
rvice
s
Journal Holdings
Ready R
eference
Database
s
Book/Docu
ment
Electr
onic Reso
urces
Article
(Known Cita
tion)
Researc
h Questi
on0
200
400
600
800
2011-20122012-2013
Listen…Observe…A Mixed Methods Approach
• Why is VR service used?• What types of questions are
asked?• Validate use of VR as
distance learning service point
Service Process
(Quantitative)
• Why/Where are users frustrated, confused, lost?
• Observe and understand information-seeking behaviors
Pain Points (Qualitative
)
Pain Points in Distance LearningWhat are pain points? Expressions of
frustration, irritation, confusion when using library’s website and online resources
How can pain points be identified?
Virtual reference transcripts
Telephone transaction logs
Email correspondence
“I’m not finding info very quickly” (Librarian)
“I can’t figure out….I’ve been fiddling around with the website for a while….”
“…don’t know how to get there from here.” [access to database]
Excerpts = Evidence of Pain Points
Transaction Logs: More Evidence
Book Delivery: Distance Learner
Book Chapter: Distance Learner/Study Abroad
Photo credit: Amy Blair, Distance Library Services, MSU Libraries
And More Evidence…Link Resolver: Find Text @MSU
Google Scholar: MSU Access
Photo credit: Amy Blair, Distance Library Services, MSU Libraries
Ease the Pain…Enhance UX
What does the evidence show?• Is transparency in presentation of resources
lacking?• Are users not understanding the
functionality of tools?• Is relevant, pertinent information buried?• Are services being used according to
expectations?• Are there gaps between users’
information/research needs and the availability of resources and services?
• Where can/should improvements be made?Listen…Observe…Evaluate…Enhance
Your Turn…What evidence do you think you will
find if you listen and observe at your library?
How can you improve the user experience in distance library services based on this evidence?
Photo Credit: http://m7.i.pbase.com/o4/30/681730/1/63514037.5HZa23Zp.050605022BosseCarlssonw.jpg
Thank you!
Questions? Now…Please Ask!Later…Contact Me.
Christine Tobias [email protected] State University Libraries