The modern library web environment consists of multiple content sources and applications that perform essential functions that often overlap and could potentially create a fractured user experience. For example, content in a library’s website may be replicated in LibGuides, blogs, a knowledge base, or even a course management system like Blackboard. Search functionality in a discovery platform may be replicated in a federated search tool or the ILS OPAC. What's even more challenging is that all these tools might be managed by different departments within your library. This presentation will highlight the technical and political challenges to building a single web experience for users and really focus on how to overcome these challenges.
Overcoming the Challenges to Creating an Online User Experience
1. Overcoming the Challenges
to Creating a Single Online
User Experience
Rachel Vacek, Amigos Conference -
Head of Web Services Technology: Unexpected
University of Houston Consequences of Legislation
Libraries and Policies in Libraries
@vacekrae February 8. 2012
#amigostech
2. Poll #1
What area do you work in within your library?
• Systems/Web/ER/ILS
• Reference/Public Service
• Technical Services/Cataloging
• Access/Circulation/ILL
• Administration
• Other
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3. Overview
• Examine today’s challenges of managing
library websites
• Understand what a single online user
experience means
• Learn tips for overcoming these
challenges
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6. Poll #2
How many different applications are integrated
within your website?
• 1-5
• 6-10
• 11-15
• More than 15
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7. Poll #3
Who manages each of those applications
integrated into your website?
• Each application is managed by a different
individual/department/committee
• Multiple
individuals/departments/committees
manage multiple applications
• One individual/department/committee
manages all of the applications
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13. Different Library Types
• Academic
• School libraries
• Public libraries
• Special Libraries
– Business
– Law
– Medical
– etc.
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14. Multiple Sources for
Content Creation
• Website CMS
• Mobile website CMS
• LibGuides
• LibAnswers
• Blogs
…And multiple people
throughout the library
create that content
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16. Organizational Politics
• Special Collections/Digital Services
– Finding aid tool
– Local/institutional repository
• Information Technology Services
– Server/website access
– Network/user accounts
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17. Assessment Tools
Google Analytics Can apply these
across your library’s
Transaction logs web presence
Click Analytics
Analytics from
Database A separate sources
Database B can be challenging
to compare
Database C
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18. Programming Resources
• In-house (or community-contributed) custom
programming can help hide the seams
• Too few libraries have advanced
programming knowledge or skills in-house
• While this is changing in larger organizations,
some smaller libraries will not be able to hire
a programmer for the foreseeable future, if
ever
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19. Where is the user?
Example: User looks for an article from home
Link
Library Discovery
Resolver Database Full-text
Website Layer
(Serials (various) article
(Drupal) (Summon)
Solutions)
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22. What is a single
user experience?
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23. Poll #4
Does someone in your library oversee the
entire web presence?
• Yes, an individual
• Yes, a department, team, or committee
• No, each person or department
manages their own section
• Not sure
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24. User Experience (UX)
• Accessibility
• Information Architecture
• Interaction design
• Writing for the web
• Usability and usefulness testing
• User research
• Visual design
• Web analytics
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25. Single User Experience
Apply UX concepts across your
website’s multiple applications and
content sources so users feel like they
are interacting with a single website
26. Interface, branding and functionality
should be familiar across systems
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27. Single UX isn’t easy
1 website = 1 UX
Complexity
1 website with multiple applications
integrated well = 1 UX
1 website with multiple applications not
well integrated = Multiple UX
Multiple UX across 1 website =
Confused users
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29. Tip #1: Ask questions
• What is the purpose of the website?
• What is the purpose of each section of
the site?
• Who is the audience?
• Is the branding and content presented
consistently across every application?
• Is the functionality associated with
each user behavior presented
consistently?
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30. Tip #2: Create content
style guides
• Provide consistency
• Clear up confusion among multiple
contributors
• Resolve questions on frequently
problematic elements like abbreviations,
capitalization, tone, brand, naming
conventions
– Rockwell Pavilion vs. EDR Pavilion
– User vs. patron
– Website vs. web site
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31. Tip #3: Create consistent
brand
• Establish a plan
for using:
– Fonts
– Colors
– Logos
• Create consistent user expectations
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32. Tip #4: Create a consistent
social media presence
• Branding • Be frequent
• Voice • Integrate where
• Be engaging appropriate
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33. Tip #4: Take advantage
of APIs
• Some APIs allow for complex interactions,
others just permit widget construction
• Most ILSs, institutional repositories and
discovery platforms provide APIs
• Many content management systems also
have APIs
• Structured data coupled with APIs means
content can more easily be pulled across
multiple platforms
• Helps to prevent duplicative work
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34. Tip #5: Create appearance of
uniformity
• Start with high
impact, low effort
projects
• Use consistent
branding
• Streamline the data
sources you control
• Try to employ
similar functionality
across applications
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35. Tip #6: Play the politics game
• Create buy-in from all stakeholders when
making decisions about a web application
• Some people can be territorial about the
systems they manage, but remember you are
working together to provide the best services
you can for your library
• Try to get involved in all decisions about the
services your library offers on the web
• Accept the limitations of your environment
– Tech skills
– Staffing
– Funding
– Time
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36. Tip #7: Be nice to others
• If you aren’t the manager of an application
that is integrated into the library’s website,
it means that you will have to work closely
with others
• Not everyone will
grasp the importance
of a single UX –
help them to
understand
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37. Tip #8: Research
before you buy
• Is the user interface customizable?
• Are there APIs available?
• Can you push out or pull in structured data?
• How is the customer support?
• Is there an open source version of the
application?
• Are many other libraries using this
application?
• How will this application integrate with the
other existing systems?
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38. Is a cohesive
single user
experience
even possible?
Yes, but it’s not easy.
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39. Thanks!
Rachel Vacek
Head of Web Services
University of Houston Libraries
vacekrae@gmail.com
Presentation also available on
http://www.slideshare.net/vacekrae
@vacekrae #amigostech
Notas del editor
No legislation, but rather the consequences of unexpected policies around managing your library’s web presence when there are multiple applications that are integrated, and multiple individuals, departments, and committees that manage those other applications. It’s hard to create a single user experience that isn’t fractured.
Before we get started, I would like to quickly see what areas you work in within libraries. What area do you work in within your library?Systems/Web/ER/ILSReference/Public ServiceTechnical Services/CatalogingAccess/Circulation/ILLAdministrationOther
Think about the number of applications you use in your libraryCMSCatalogILLLibGuidesMaybe a few others….
Go through the types of applicationsCatalog (Innovative)Research Guides/ study guides (LibGuides, LibAnswers from Springshare)Digital Library / Local repository (CONTENTdm)Institutional or state repository (Texas Digital Library)Discovery service (Summon)Computer Availability (Lab stats from Computer Lab solutions)E-Reserves (Docutek)Content Management System (Drupal)Finding Aids (archon)Course Management system (Blackboard)Interlibrary Loan (Illiad)Blogging software (Wordpress)Link ResolverE-JournalsProxy pagesOther applications might be room booking service, computer reservation system, calendaring tool, Tool that lets users give to the library via online paymentsEven with a discovery layer tool that brings disparate sources of content together, we still need multiple tools for different services and functionsAlso, functionality can be very different from system to systemSearchingBrowsingNavigationHow customizable each application is
How many different applications are integrated within your website?1-56-1011-15More than 15
Now that we know about how many applications you are running via your web presence, time to ask the more political question:Who manages each of those applications integrated into your website?Each application is managed by a different individual/department/committeeMultiple individuals/departments/committees manage multiple applicationsOne individual/department/committee manages all of the applicationsIf you have a different situation than those options, you can share it in chat.In my library, my department (Web Services), is tasked with overseeing the web presence. Therefore we have to work with every department in the library, and in the branch libraries. We manage many home-grown, open source, and purchased/licensed web applications and systems, but other departments also manage many of the systems that are integrated in to the web presence.We also don’t currently have any sort of a web management committee, which I would recommend to help reach consensus and agreement and buy-in on many of the challenges that might come up.
Another challenge to creating a single online UX is that our users are coming from everywhere. Out physical library has one door in and one door out. Not the case on online environments.
We have different access points for each application, and of course many of these are integrated within one another. Some are alias’s
Branding across applications is one thing, but going the extra mile within databases.Not all are possible.Headers, colors, and fonts may be modifiable, but screens can still be locked in a very different layoutLayouts and search functionality are still differentCode is too often proprietaryAlso, consistency between virtual and print branding. Which do you design first? More than likely the person that is in charge of signage within the physical library, or that orders stationary, or maybe even design newsletters is not the same person that manages your web presence. These people need to communicate!!!
Old logos linger around.Institution creates new branding, and you suddenly get confusion about what is official or not.Branding for user in icons, avatars, etc. for social media. Challenging, because it’s a different shape that your logo.Who chooses the font? Can you recreate things with the correct font?Cougar red. So many different colors.
With multiple people in the library creating content across multiple systems, you end up with duplicative content. They are little silos and this isn’t helpful for keeping content current or accurate.
Small libraries might not have this problem as much.Also, if you are in a smaller library, you might have to deal with consortial decisions, or even someone who works in a government building who doesn’t understand your users as well as you do making decisions about what applications you should have, the design of the user interface, or both. People in different departments might also have different levels of skills or experience working with the applications, so it becomes crucial for someone (or a dedicated committee) to pay attention as to how these applications are integrated into the bigger picture. Someone needs to take a holistic approach to the website to make sure the library is trying to present just one library experience. So…. In my library, these areas manage these applications.
Not on the list is Web Services, which manages everything else and tries to bring everything together.
Assessment is so helpful in making strategic decisions about the value each application brings to users.Each tool has its own means of gathering statistics and information about useIt can be hard to reconcile the numbersLike comparing Apples to OragnesNot even all the databases are COUNTER compliant
So where is the user in all these challenges? Lost at sea?Here’s an example:
Note:Branding is differentLet’s say they don’t find their article. Search functionality is different in these systems. If they get stuck and need help, end up in an ER tool, assuming they can find it.
SOOOO many challenges.
Let’s take a step back for a sec.
I’ve mentioned a bit about wanting to get to a single user experience. The single most important thing to get there is the answer to this question. (needs to be a yes)Does someone in your library oversee the entire web presence?Yes, an individualYes, a department, team, or committeeNo, each person or department manages their own sectionNot sure
Give amazon as an example of how users can do all kinds of things. Lots of separate tools, functionalities, yet all feel like you never leave the site. Wishlist, Lists, comments, shopping cart, reviews, help, browse, search, etc.
Understand your users!!!
User vs. patronActive vs. passive voiceNarrative vs. listsemail or e-mail, website or Web site
Talk about Nike not even needing text anymore. Visual recognition. And users have expectations based on what they have experienced before.
Logos not always the same size.
Start Start slow. Think turtle. No need to jump into everything.List out all the applications, how things are integrated, etc. Write out what needs to be done for each one. Prioritize that list.
"You can catch more flies with honey than with Vinegar"