Proposal Title
How do you talk to a building? Rethinking communications channels for in-building library users
Presentation Type
Presentation (20 minutes)
Presentation Theme
Assess and evaluate spaces, services, technologies and programs
Start Date
11-8-2015 3:45 PM
End Date
11-8-2015 4:45 PM
Description
At N.C. State University's D.H. Hill Library, staff oversee a diverse set of spaces and services, as well as technology channels to communicate information to users. Many of these channels are exclusive to in-building interaction, such as e-boards, physical signage, and computer kiosks. Despite this wealth of communication channels, we had not previously systematically evaluated how user needs manifest in the building, how the information we provide addresses these needs, and whether the information is received and understood. We felt it was necessary to investigate how users "talk" to our building, and to discover how it responds.
Consider a new user visiting the library for the first time. She is faced with a perplexing array of communication channels. Physical signage is small, incomplete, or unpredictably placed. Interactive kiosks reveal selected information on spaces and services, while e-boards display a rapid rotation of library- and campus-oriented messaging. A staffed service desk with a large sign imploring, "Ask Us!", and a wealth of textual and computational resources typically available in a large academic library, further complicate the information landscape. Do these multiple channels make sense together to a user in need? Do they work in unison as a holistic system of resource discovery tools?
In 2014, we launched a strategic initiative to deepen our understanding of the users of D.H. Hill Library and their needs once they’ve passed through our doors. Our investigation will allow us to identify common scenarios that bring users to the library space, understand the use cases for communication channels in the building, and evaluate how our users engage with and consume information about the library. By improving the effectiveness of our in-building communications, we hope to provide users with an "epistemological roadmap" for successfully navigating the building’s spaces and services.
To date, we have completed two studies and have implemented changes based on their findings. Our work has included contextual interviews with users on their perception of space use and e-board communication; as well as a preliminary exploration of patron computer use and needs, to guide the design and development of a live computer availability display. Next steps include usability testing of the prototype computer availability interface, and a study of brand recognition and perception of library services. Additional studies on space usage and service discovery are in development.
Our goal is to present information to users in a way that maximizes utility and comprehension, responds to the evolving library context, and demonstrates the NCSU Libraries' ongoing dedication to technological leadership and user focus. This presentation will share the rationale behind this initiative, our methodologies and findings thus far, and changes we've implemented based on this research.
How do you talk to a building? Rethinking communications channels for in-building library users
At N.C. State University's D.H. Hill Library, staff oversee a diverse set of spaces and services, as well as technology channels to communicate information to users. Many of these channels are exclusive to in-building interaction, such as e-boards, physical signage, and computer kiosks. Despite this wealth of communication channels, we had not previously systematically evaluated how user needs manifest in the building, how the information we provide addresses these needs, and whether the information is received and understood. We felt it was necessary to investigate how users "talk" to our building, and to discover how it responds.
Consider a new user visiting the library for the first time. She is faced with a perplexing array of communication channels. Physical signage is small, incomplete, or unpredictably placed. Interactive kiosks reveal selected information on spaces and services, while e-boards display a rapid rotation of library- and campus-oriented messaging. A staffed service desk with a large sign imploring, "Ask Us!", and a wealth of textual and computational resources typically available in a large academic library, further complicate the information landscape. Do these multiple channels make sense together to a user in need? Do they work in unison as a holistic system of resource discovery tools?
In 2014, we launched a strategic initiative to deepen our understanding of the users of D.H. Hill Library and their needs once they’ve passed through our doors. Our investigation will allow us to identify common scenarios that bring users to the library space, understand the use cases for communication channels in the building, and evaluate how our users engage with and consume information about the library. By improving the effectiveness of our in-building communications, we hope to provide users with an "epistemological roadmap" for successfully navigating the building’s spaces and services.
To date, we have completed two studies and have implemented changes based on their findings. Our work has included contextual interviews with users on their perception of space use and e-board communication; as well as a preliminary exploration of patron computer use and needs, to guide the design and development of a live computer availability display. Next steps include usability testing of the prototype computer availability interface, and a study of brand recognition and perception of library services. Additional studies on space usage and service discovery are in development.
Our goal is to present information to users in a way that maximizes utility and comprehension, responds to the evolving library context, and demonstrates the NCSU Libraries' ongoing dedication to technological leadership and user focus. This presentation will share the rationale behind this initiative, our methodologies and findings thus far, and changes we've implemented based on this research.
Comments
Keywords: assessment, wayfinding, ethnographic research, user research, qualitative research, video screens, space discovery, service discovery.