Research Assistance Interactions: Exploration of Users’ Motivation and Perceptions Stephanie Alexander – University of Southern California Alison Graber – University of Colorado Boulder Alison Hicks – University of Colorado Boulder Caroline Sinkinson– University of Colorado Boulder REFERENCE RESEARCH FORUM

OVERVIEW Study DesignResultsPersonasConclusions and Implications

QUESTIONS STUDY DESIGN Who uses our services? Who doesn’t? What motivates them? How do they perceive us?

RESULTS: COMPARISON USERS Used in-person services - Research Desk - Librarian Office Hours (drop-in) - Individual Consultations (by appt.) NON-USERS Have not asked for help, either in person or online

METHODOLOGY STUDY DESIGN 25 users 47 non-users Surveys 5 with individual users Interviews 1 session with non-users Focus Group

LIMITATIONS STUDY DESIGN Small data poolService comparison Possible survey bias

Comparison RESULTS: COMPARISON

Comparison RESULTS: COMPARISON

SERVICE AWARENESS: People RESULTS: USERS

WHAT SURPRISED USERS? RESULTS: USERS

RESULTS: NON-USERS

PERSONAS WHAT ARE THEY? Based on user data Fictionalized aggregates of potential users WHY USE THEM? Personal empathy between designer and user Help focus needs and goals on the user (Lage, Losoff, & Maness, 2011) PERSONAS

Newbie NICK “I guess I was surprised how much the librarian actually cared about my subject.” Age: 19 years old Rank: Freshman Familiarity with campus: I live in the dorms, and drop by the library every few weeks. Research Behaviors: I’ve used Google and other online resources. I had a research paper due and I didn’t know how to find peer-reviewed articles. PERSONAS: USER

Timely TAYLOR “I tried to do some of my own research with JSTOR and I wasn’t finding things. I want to find out what I was doing wrong.” Age: 24 years old Rank: Masters student Familiarity with campus: I attended CU as an undergrad so I know my way around. Research Behaviors: I didn’t have any problems in the past finding what I needed in the library. I seek help when I need it. PERSONAS: USER

Organized OLIVER “I contacted the librarian just to get some baseline knowledge again to kind of get me started.” Age: 30 years old Rank: Doctoral student Familiarity with campus: I am new on campus and in town Research Behaviors: I felt able to use the library at my previous university. Unlike my peers, I like to be prepared for projects and don’t have problems asking for help. PERSONAS: USER

No Need NAOMI “If it is just class content, I’m going to be asking everyone in the class or looking it up online before I bother anyone.” Age: 21 years old Rank: Junior Familiarity with campus: I study in the Business Library a lot. Research Behaviors: I have used books from the Business Library, but mostly I use Google. PERSONAS: NON-USER

Other Options OLGA “PhDs are a lot about networking with many different people across the university… it teaches you to make use of a lot of different resources.” Age: 27 years old Rank: Doctoral student Familiarity with campus: I have been here a few years and know my way around campus. Research Behaviors: The CU Libraries have helped me get specialized maps and resources but they don’t really have the expertise to help me with my research. PERSONAS: NON-USER

LESSONS LEARNED RESULTS Importance of relationships Individual help-seeking behaviors People don’t understand what we do STUDY DESIGN Expand data collection Improve survey and interview protocols No one is allowed to leave! CONCLUSION

IMPLICATIONS DATA COLLECTION Continue to collect data Focus on service differences NEXT STEPS Improve promotion of services Use personas to reconfigure services CONCLUSION

THANK YOU! CONCLUSION Image credits: Flickr users maysbusinessschool, rdecom, Blackhour