Understanding Users to Develop Better Library Services Nancy Fried Foster, Lead Anthropologist Susan Gibbons, Associate Dean River Campus Libraries University of Rochester ACRL/NE Conference April 21, 2006

University of Rochester River Campus Libraries Objectives Techniques to engage all divisions of library staff in better understanding our patrons New competencies for staff Better alignment of library services with patron needs

University of Rochester River Campus Libraries Objectives Methodologies 3 Projects CoURses System Institutional Repositories Undergraduate Research Project

University of Rochester River Campus Libraries Methodologies Ethnographic Anthropological methods Easier to change technology than people 1. We know what they need 2. What do they need? 3. What do they need to do? Participatory Real user participation throughout the design process Don’t guess, just ask

University of Rochester River Campus Libraries Methodologies Ethnographic Anthropological methods Easier to change technology than people 1. We know what they need 2. What do they need? 3. What do they need to do? Participatory Real user participation throughout the design process Don’t guess, just ask

University of Rochester River Campus Libraries Methodologies Ethnographic Anthropological methods Easier to change technology than people 1. We know what they need 2. What do they need? 3. What do they need to do? Participatory Real user participation throughout the design process Don’t guess, just ask

University of Rochester River Campus Libraries Methodologies Examples Observations Real work settings People using tools May use video to aid reviewing and analysis Design workshops Bringing many people to the table Brainstorming about how real people could use new designs to enhance their work Generate ideas that can then be prototyped

University of Rochester River Campus Libraries CoURses System Problem Improve access to reserve materials Use language of classroom via syllabus Subject guides not effective Unaware of subject specialists

University of Rochester River Campus Libraries Phase I Earliest Project Committee: bibliographers only Specifications High consensus IT staff not initially involved Design trade offs

University of Rochester River Campus Libraries Phase II Time for a redesign Known design problems Desire for new features Committee: bibliographers reserves staff support staff graphic designer programmer

University of Rochester River Campus Libraries Phase II Ethnography Observed reserve staff and bibliographers Conducted by librarians & library staff Participatory Interviewed faculty and students usability tested with students Lesson: User needs & good design dove-tail nicely

University of Rochester River Campus Libraries Institutional Repositories Faculty not using it as expected Try to understand why Study faculty use of digital tools Research authoring process Easier to change technology than people

University of Rochester River Campus Libraries Institutional Repositories Committee librarians catalogers programmers computer scientist graphic designer anthropologist

University of Rochester River Campus Libraries Institutional Repositories Ethnography: In situ interviews Thorough analysis of transcripts Co-viewing

Participatory Design 

University of Rochester River Campus Libraries Undergraduate Research Project Improve… Reference outreach Web presence Facilities

University of Rochester River Campus Libraries Undergraduate Research Project Ask… What do undergraduates really do when they write their research papers?

University of Rochester River Campus Libraries Undergraduate Research Project Student-used systems and facilities Ethnographic research with user- centered design methodology Team: librarians and library staff Research done in student locations

University of Rochester River Campus Libraries Traditional approach Limited user input Mostly after prototyping Participatory approach User engaged from the beginning “ Discover ” user needs Refine with user input

University of Rochester River Campus Libraries

University of Rochester River Campus Libraries Undergraduate Research Project Current steps Piloting “night owl” hours in Reference Facilitating student and staff participation in renovation of a learning center in the library Conceptualizing a new digital initiative

University of Rochester River Campus Libraries Implications High staff participation & engagement 34 of 117 staff member (30%) Subject librarianWeb Developer Department HeadLibrary Assistant Art DirectorStack Attendant AnthropologistCataloger Assistant/Associate Deans Understand reasons for changes

University of Rochester River Campus Libraries Implications Campus Leaders Positive impact on teaching, learning & research  bibliographic instruction  one-on-one research assistance requests  participation in campus-wide projects  faculty participation in institutional repository

University of Rochester River Campus Libraries Susan Gibbons Nancy Foster