2. Library Services as if Users Mattered Roy Tennant, California Digital Library

3. What You’re In For Abject Failures and User Hostility What Library Users Want Ways We Can Give It To Them Signs of Life Where Things Stand

4. Abject Failures and User Hostility

8. User Hostile Interfaces

11. Inexplicable Screen Displays & Indefensible Cataloging Practices

14. Mishandling Added Entries Pop quiz: How many of these items were authored by Roy Tennant, and actually have the title “Crossing the Internet Threshold?”

15. The Dangerous Alphabetic List

16. What Library Users Want

17. The User Perspective I want my information needs fulfilled in the easiest, fastest, and nearest way possible Any given bit of information is easier, faster, and nearer if it is available by computer — no matter what the source I won’t wait to fulfill trivial information needs, but I will wait to fulfill important ones (and only I know the difference) I want tools that are easy to use and effective, and I know it’s possible since Google does it

18. To find what they want To find as much or as little as they need To experience as little pain as possible To not have their time wasted To have the option to control their experience and make informed decisions To be effectively advised What Library Users Want* * And what we should be able to give to them

19. User Principles Only librarians like to search, everyone else likes to find All things being equal, one place to search is better than more “Good enough” is the sum of gain minus pain; users aren’t lazy, they’re human The size of a result set isn’t as important as how it is presented (“the Google lesson”)

20. Ways We Can Give It To Them

21. Metasearch Services

23. Subject Guides to Resources

24. Leveraging the Cooperative

25. Stealth Information Literacy Advice, cautions, tips, tricks, etc. at the point of need Provided in an unobtrusive but apparent manner Integrated as well as possible with the purpose at hand Ubiquitous Consistent

26. Signs of Life

27. Luring Google Users Back to the Library

30. Creating User Friendly Systems Stealth information literacy

36. Institutional Repositories

37. Innovative Partnerships

38. OAI Metadata Harvesting

39. Going Beyond the Card Catalog

44. Mining the Catalog to Create New Services

47. Where Things Stand

48. The “Golden Age” of Digital Libraries Now seeing a critical mass of: Infrastructure Technologies Standards and protocols That will enable: Wide and deep collaborations Use of common “building blocks” to provide sophisticated services All to provide library services as if users mattered… because they do!