Embodying IA

Embodying IA: Incorporating Library 2.0 & Experience Integration Concepts in a Small Public Library Renovation

Michael Magoolaghan

‣ I work for Vanguard, but this case study focuses on some volunteer work I did for my local public library, where I’ve been on the board of trustees for about 7 years.

‣ Two takeaways: 1) how to tackle a major redesign effort with minimal budget & resources, and 2) how to start integrating physical & virtual information spaces.

‣ NOTE: Additional photos & blueprints are available via my CrowdVine profile.

‣ How many of you saw Joshua Prince-Ramus’ keynote at last year’s Summit, or his talk at TED 2006? Or have seen MAYA Design’s work on the Carnegie Library of Pittsburgh (“Designing for a Pervasive Information Environment”)?

‣ To set expectations: this is NOT on the scale of either of those two projects.‣ It also differs in that a) it’s still in process, and b) we had a much smaller budget.

Welcome to the Media-Upper Providence Free Library

‣ Our focus today is a 100+ year-old library in the heart of Media, PA (Est. 1901).

‣ Serves population of 16,000 in central Delaware County, PA

‣ It inhabits a ramshackle building cobbled together out of three separate structures. The library has been located at this corner (which is prime real estate in the heart of the borough) since 1954.

Computer Area & Non-Fiction Stacks

‣ The library is heavily trafficked: 7,800 visitors per month

‣ 80,000 items checked out in 2007

‣ Average of 1,570 computer users/month (very high demand!)

Children’s Room

‣ Known for cozy space, children's programming & personal touch

‣ Lots of summer reading programs, science programs, storytimes, etc.

‣ Some teen/young adult programming as well

Media Historic Archives‣ Media Archives room - not run by the library but located in the building.

‣ A treasure trove of documents & artifacts collected by Frank Lees, “town historian.”

‣ Open by appt. only & materials not being preserved properly.

‣ Meet growing needs

‣ Renovate building

‣ Redesign website

‣ Integrate the two experiences

‣ Evolve the service model

Project goals

‣ Little library, BIG project.

‣ Genesis: To help develop a Long-Range Plan we brought in a consultant who said, “My, you’ve got a space problem!”

‣ Mandate in the borough’s Comprehensive Plan Update: “Renovate & update the library.”

The Big PictureLong-Range Planning Report

Field InvestigationCode Analysis

Existing Conditions Report

Preliminary Design & Cost Estimate

Develop Construction Documents

Architectural Rendering

2007

+1 yr

+3-4 yrs?

Building Track Website Track

Redesign of Web Site

User Research

Correlation of Wayfinding Systems

Space Needs Assessment Analysis of Current Site

Redesign the User Experience

‣ Modified version of a slide I developed for a community presentation last year.

‣ Instead of treating the 2 tracks separately, we needed to approach things holistically.

‣ What we are essentially trying to do is redesign the end-to-end user experience.

‣ Also: this is not a one-off project but an ongoing effort.

Challenges

‣ Quite a few!

Money2007 Budget

‣ Probably the biggest challenge.

‣ NOTE: Budget for user research, architectural services, and website redesign: $0 !

Time

‣ This is a page from our Long-Range Plan.

‣ Almost all volunteers with full-time jobs (including me).

‣ Needed to continue to do our regular board work.

System constraints

‣ Part of a 26-member system (DCLS).

‣ Local management, but shared catalog, computer system & collections.

‣ DCLS has 2 support people for 26 libraries - it took years to get Millenium running.

Uncertainty

What information, entertainment & related needs will our patrons have in 2012? 2017?

‣ (Image: Amazon Kindle)

‣ This is the tricky part.

‣ The short answer: we don’t really know. Adaptability is key.

“Library 2.0”?

‣ Problem: We had a Big Picture, but we didn’t have a vision.

‣ To develop one, we had a robust discussion around this concept of “Library 2.0” that some board members and staff had been hearing about.

‣ For those of you in the audience that haven’t encountered this term before, what would you THINK it’s all about?

Not Exactly.

‣ End-user tagging of catalogue items? User ratings & reviews?

‣ Social networking (“conversations”)? Personalization? The “long tail”?

It’s not about technology,

it’s about the service model.

Library 2.0 principles

‣ User-centered planning

‣ Participatory, user-driven services

‣ Constant & purposeful change

“Technology, while an excellent tool that libraries can use to work toward Library 2.0, is not a primary element of this model.”

-- Casey & Savastinuk

‣ A hotly contested concept in the library world, but I’m going with an early definition.

‣ Michael Casey & Laura Savastinuk - early proponents of Library 2.0.

‣ SIDE NOTE for those of us in corporate environments: Before we rush to implement the latest Web 2.0 gizmos, perhaps we should think about how they fit our company’s service model?

Know your community

‣ Hmm... User-centered design shares the same precept.

‣ Also need to know who in community is NOT using library -- and why.

‣ M-UP Library is small enough to easily get to know patrons, if we make the effort.

Library 2.0 elements

• Electronic surveys • Online book clubs• Suggestion forms• Project websites• Online polls• Podcasts• Blogs & discussion boards• Chat groups• Email blasts & RSS feeds• Pagecasts• Online contests• Videocasts

High Tech Low Tech• Paper surveys • On-site book clubs • Suggestions box• Patron advisory boards• Focus groups• Planning presentations• Roundtables / town halls• Friends of the Library meetings• 2nd Saturday & street fair booths • Council meeting presentations• Essay contests• Invite patrons to board meetings

‣ For libraries like M-UP that don’t have a large technical services staff or I.T. budget, there ARE ways to begin adapting this approach.

‣ This realization gave us permission to say, “OK, we can start moving in this direction.”

feedback

‣ It’s all about creating & sustaining a feedback loop.

Separate tracks

Track 1: Building renovation

Rich BowraBuilding Consultant

Children's 50 0

Young Adult 10 5

Adult 10 5

Seniors 10 5

Computer training 15 10

Type Relative %

Book Clubs 5

Children's 50

Young Adult 10

Adult 10

Seniors 10

Computer training 15

0

10

20

30

40

50

Book Clubs

Children's

Young Adult

Adult

Seniors

Computer training

Programming Projections%

0 200400

600800

10001200

Adult Fictio

n

Adult Nonfic

tionChild

ren'sCirc

ulation*

Public Computers

Periodicals/re

ading areaReferenceYoung Adult

Bathrooms

Book Processing

Bookkeeper's O

ffice

Director's

Offic

e

Entrance Area

Historic Archives

Space Needs Assessment

Square Feet

‣ Rich’s tasks: 1) Analyze collection, 2) Project programming needs, 3) Assess future space needs, and 4) Suggest ways to adapt or expand the existing space.

Architectural work

Bob Linn tasks:

‣ Document current state

‣ Assess expansion options

‣ Incorporate space analysis

‣ Develop 3-D illustrations

Options: 1) A new 1,000 S.F. one (1) story addition at Area E.2) A new 2,000 S.F. one (1) story addition at Area F.3) Demolish Areas C & J, and add a 3,000 S.F. one (1) story addition at Areas C & F.4) Demolish Areas C & J, and add a two (2) story addition at Areas C & F - 3,000 S.F./floor.

‣ Blueprint for the library’s 1st floor - the colored blocks show the main areas.

‣ Linn provided 4 options for expansion, given the library’s land-locked situation.

Track 2: Website redesign

‣ Former board president hosts website on his personal server & owns the domain

‣ Biggest issue: staff can’t update content directly

To the rescue

Wei Ding

‣ Drexel is a local university with a graduate program in Library & Information Science.

‣ Tackled: 1) Analysis of current site, 2) User interviews, 3) Persona development, 4) Some preliminary visioning work

User objectives

‣ After interviewing board members, staff and some patrons, they identified some high-level objectives...

Analysis of current site

Heuristic Analysis

‣ They also did a server log and heuristic analysis of the current site...

Personas

‣ They then developed some basic personas...

Site map

‣ ... and overhauled the site map.

Wireframes

‣ They even came up with a rough HTML prototype for the redesign.

‣ The students kept the ball rolling and gave us a leg up on the next phase.

Bringing it all together

‣ So, we now had a space needs/programming analysis, an assessment of building options, and some ideas for a new website.

‣ But we had no idea how to integrate the two experiences (physical & virtual).

‣ Before moving any further, I insisted that we do some more USER RESEARCH.

‣ Why? Because (except for the Drexel students), we had input from a lot of experts, but not enough from actual USERS.

User research

What activities do patrons pursue?

What obstacles do they encounter?

How can we improve the end-to-end experience?

‣ Focused on 3 key questions.

Research program - patrons

‣ Focus Groups

‣ Interviews

‣ Card sorts

‣ Survey

‣ Observation

‣ Here’s my actual set up: whiteboard, markers, sticky notes, digital camera.‣ Did a series of card sort exercises with users while I interviewed them... they loved it!

Patron Input

‣ Here’s what we wound up with... a beautiful mess, but with lots of great data.‣ Asked users to show me how they did stuff... lots of points of pain bubbled up.

‣ Also conducted a 10-question survey using Survey Monkey (free).

‣ Both online and paper, with a mix of quantitative and qualitative (open-ended) questions.

‣ High participation rate, with good representation across the 5 key constituencies.

Research program - staff

‣ Weekly card sorts

‣ Staff meeting

‣ Interviews

‣ Director input

‣ Also conducted weekly card sorts with staff over a 1-month period.‣ Every Sunday, posted a new set of instructions.‣ Took over their staff break room...

Staff Card Sorts

‣ Week 1: List and group all staff & patron activities.

‣ Week 2: Arrange from hardest (top) to easiest (top). Note WHY.

‣ Week 3: Arrange by online/virtual (top) to manual/physical (bottom).

‣ Week 4: Arrange by patron/staff input required (top) to self-serve (bottom). Also, rank all activities by importance (1= lowest, 4= highest).

Findings

Patron Activities

1 Search for & read books (79%)

Virtual

Physical

Self Serve Staff Assisted

1

Patron Activities

2

Browse DVDs or CDs (44%)

3

3

Attend programs (49%)

Attend book sale (40%)4

Explore other materials (28%)

Read newspapers & magazines

(21%)6

Study or do research (19%)7

Surf Internet / Check email

(19%)8

Hang out with friends (11%)9

Other (6%)

Explore historic archives (4%)14

2

4

6

7

8

9- pick up / print forms

- take computer class

- play with kids toys

- attend Friends group meetings

14

Play computer games (3%)15

15

13

5

55

10

1011

11

1212

13

Core

Peripheral

Supporting

‣ Now we actually know what patrons are DOING at the library.‣ Can better prioritize resources & efforts going forward.‣ Crucial revelation: while 20% of patrons use the library almost solely to check email/surf Web, 80% use it to search for & read books... Print resources are still crucial.

‣ CAVEAT: If we had a better website, would more patrons pursue virtual activities? We’ll track this going forward...

Staff Activities

Time &

Labor

Monitor patron

behavior

Online research

Locate materials

in library for

patrons

Catalog & prepare

new materials to add

to collection

Teach patrons to

use catalogs,

databases, etc.

Order books

Prepare all monthly &

yearly financial reports

Write checks/payroll

Design, publicize &

conduct programs

Answer reference

questions

Coordinate Acme

receipts

ILLs

(Access PA, OCLC)

Weed collection

The 17 most time-consuming and/or labor intensive activites for staff.

Red = Computer work involved.

Count & deposit all

monies

Pay and file all

monthly, quarterly &

yearly taxes

Remote holds

Help patrons with

Internet/computer

problems

Frequency

‣ Listed 49 separate activities... these were the most time-consuming & laborious.

‣ At staff meeting, asked them to: 1) identify key points of pain for these activities, 2) help develop a cost-benefit analysis.

Points of Pain

"A website that incorporates a news and events

feature... would be great. I'd like to be able to register for programs through it, and I'd like it to link to or integrate

with the library catalog better."

"It would be good to have more alternative dates and time

choices for story times.""Story times seem to be geared

towards the children of stay at home parents. As a working parent I seldom see any evening events for children."

"I finally made my first appt. to explore the

Media Archives...it's a shame that it has to have such high security - it makes it hard to visit."

"I find it hard to study/do research

sometimes, as the computers and the people (mostly teenagers) using

them tend to dominate the library..."

"I find it a little hard to browse the DVDs

since they are in those little boxes." "I'd like to be able

to view what DVDs you have online."

"I would like to be involved in the book club

but I never really hear anything - good or bad - about it."

"The space is not conducive to socializing with friends."

"Add extra computers." "I would like to have 2

computer classes per month, instead of one."

‣ Survey produced pages & pages of fantastic quotes identifying user’s points of pain.‣ These are the 8 most common / representative ones.

Task: Find out about library events

Online

At the

Library

Media-Upper Providence Free Library

Library Experience Redesign

Author: M. Magoolaghan

Date: 3/22/2008

Visit library website

"I have a hard time finding

out about library events."

Go

Unclear navigation;

where's the calendar?

Click on newsletter

PDFScan PDF Stop? ?

1 MB file takes long

time to download

Newsletter is from

last year

Go

Lots of signs & brochures,

but no events calendar.

Scan lobby ?Scan wall displays

& signage?

No centralized

list of events

Ask at Circ. desk Stop

Intern doesn't know

where to look

‣ For each major point of pain, we’ll develop a Task Analysis diagram.

‣ Idea: Adopt the patron’s point of view, noting obstacles and points of failure. (MAYA Design called these “breakpoints”).

Task: Find a DVD (online)

Online

[Cont.]




Date: 3/24/2008

1. Visit library

website

"I wish there were an easier way to browse

DVDs."

Go

Unclear navigation;

no link to DVDs.

2. Click on "DCLS

card catalogue."

3. Enter title: "An

Inconvenient Truth"? ?

No way to search by

item type (e.g., DVDs)Retrieves list of 4 items,

none labeled "DVD"

The description shows it's a DVD,

but for Call # it just says "I."

?

?

4. Click on 1st link

in results list

5. Notice option for

"DVDs, Videos, etc."6. See it's not in

the Media libraryStop?

This option is buried at the bottom

of a long drop-down list of

libraries in the system

‣ Emphasizes that user tasks cut across both the virtual and physical domains, so our designs need to bridge both.

Laminated DVD covers are in

quasi-alpha order but there's

no master list of available DVDs

3. Ask at Circulation

deskStop

Library doesn't have

that DVD

Task: Find a DVD (at the library)

At the

library




Date: 3/24/2008

1. Scan lobby

"I wish there were an easier way to browse

DVDs."

Go

Unclear navigation;

DVDs are on table in the

New Fiction area

? ?2. Look thru DVD bins

‣ Provide to architect so he can design solutions to our patrons’ specific problems, rather than taking a more generic or catch-all approach. Such specificity enforces a user-centered focus.

Experience integration

Need help?

Use the library's website!

Guiding principle #1

Bring the building into the website and the website into the building.

‣ E.g., include photos & maps of physical resources (in building) on website.

‣ Incorporate the website’s resources into building - e.g., through dedicated kiosks and displays for the Children’s room, Teens area, Community room, Reference area, etc.

Locate

Indigowww.tlcdelivers.com

Bring the building into the website...


Look for structural parallels.

What if the building entrance

were organized like a

home page?

‣ “Structural parallels”: physical & virtual elements that serve the same basic function.

‣ E.g., building entranceway & website home page: How do you want to introduce patrons to the resources that lie within?


Kill two birds with one stone.

Display web calendar on LCD

panel in lobby.

‣ Avoid duplicate efforts! If you have a web calendar, leverage it for lobby displays and printed event listings.


Use branding & labeling as the glue

ILLs

but avoid “library speak.”

BOTs

REF

Closed Stacks Dewey

Subject Headings

OPAC

‣ Consistency across all touchpoints & communication outlets is CRUCIAL.

‣ “Glue” means you can’t let it get messy or dry out.

‣ Use “care words” (Gerry McGovern), not library-speak.

‣ Example: Mechanic looking for a Chilton’s manual was confused by “REF” in online catalog.

Building redesign

Nook

Storage

Digital Materials

Study Room

Fiction Stacks

Entry

Foyer

Info Desk /

Circulation

Cafe Seating

Parking

Bathroom

Bathroom

Staff Work Area

Break Room

Media Historic

Archives

Children's Area

Meeting / Multi-purpose Room

Computer Lab

(glassed in)

Non-Fiction Stacks

Periodicals / Reading Area

Parking

Study Carrels

Sliding Divider

Director'sOffice

Ramp

Option 3, modified:Demolish Areas C & J, build 2,000 S.F. one-story addition

Former Areas C & J

Top 5 needs

1. More computers, but segregated2. More quiet study areas3. Large, adaptable meeting space4. Access to historic archives5. Larger staff work areas

1

2

2

3

4

5

‣ I’m suggesting a modified version of one of the architect’s 4 options.

‣ This approach only loses 2 parking spaces but gains about 2,000 sq. ft. of space.

Website redesign

My Library Rooms Resources Web Tools

Search the Catalog

Search

Enter title

> Search Tips> My Record

Media-Upper Providence

Communities

Birth to Six

Kid Links

Teen Space

Adults

55+

Renovation Plans Approved

Library Hours

Monday, 10 a.m.-8 p.m.

Tues.-Thurs., 10 a.m.-9 p.m.

Friday, 10 a.m.-6 p.m.

Sat., 10 a.m.-4 - p.m.

Sun., 1 p.m.-4 p.m.

> Holiday Closings

Support the Library

> Volunteer

> Join Friends

of the Library

> Contribute to

the Fund Drive

Patron Poll

Help us prioritize our budget.

Which materials are most

important to you?

= Books

= DVDs

= Books on tape

= Playaways

= Other (please explain):

Site Map | Site Search

June EventsJanuary Events

- 1/4, 11a.m.: Storytime

- 1/11, 7 p.m.: Friends meeting

- 1/17 8 p.m.: Gardening group

- 1/22, 7 p.m.: Book discussion

> Event Keeper

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Check Out Brandi's Blog

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Subscribe using RSS Submit

DCLS Links

> NextReads

> Audio books

> Grand Kits

2

3

4

5

1

Top 5 needs

1. Ability to update content directly2. Integration with DCLS catalog3. Events calendar4. Targeted resources5. Feedback loop

‣ A CMS platform like Drupal will enable staff (and eventually patrons) to post & modify their own content.

My Library Rooms Resources Web Tools

Search the Catalog

Search

Enter title

> Search Tips> My Record

Media-Upper Providence

Communities

Birth to Six

Kid Links

Teen Space

Adults

55+

Renovation Plans Approved

Library Hours

Monday, 10 a.m.-8 p.m.

Tues.-Thurs., 10 a.m.-9 p.m.

Friday, 10 a.m.-6 p.m.

Sat., 10 a.m.-4 - p.m.

Sun., 1 p.m.-4 p.m.

> Holiday Closings

Support the Library

> Volunteer

> Join Friends

of the Library

> Contribute to

the Fund Drive

Patron Poll

Help us prioritize our budget.

Which materials are most

important to you?

= Books

= DVDs

= Books on tape

= Playaways

= Other (please explain):

Site Map | Site Search

June EventsJanuary Events

- 1/4, 11a.m.: Storytime

- 1/11, 7 p.m.: Friends meeting

- 1/17 8 p.m.: Gardening group

- 1/22, 7 p.m.: Book discussion

> Event Keeper

PhotoLorem ipsum dolor sit amet, consectetuer adipiscing elit. Donec ac elit eu mauris pellentesque semper. Nunc eget nisl. Sed eu justo vel mauris facilisis porttitor.

Check Out Brandi's Blog

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DCLS Links

> NextReads

> Audio books

> Grand Kits

24Renew / Reserve Books

My Library

My Record

Rooms

Children's

Computer Lab

Meeting Room

Historic Archive

Resources

Databases/Power+

Obituaries Online

Ask a Librarian 24/7

Staff

Policies

Frequently Asked

Live Homework Help

LibraryThing

Book Reviews

Web Tools

Brandi's Blog

Podcasts

RSS Feeds

Next steps

‣ Create 3-D visuals

‣ Present design ideas to community

‣ Continue to solicit feedback

‣ Focus on fundraising

‣ Before we begin developing the website, we’ll also need to develop a branding strategy.

Total cost

Item Cost

Website analysis (Drexel Students) Free

User research Free

Programming/space needs analysis $2K

Architectural work (after $10K from grant) $5K

Website development & hosting Free

Total $7K

‣ Talk about being “fiscally responsible”!

Closing thoughts

“The social and cultural functions of built spaces have become inseparable from the simultaneous operation of multiple communication systems within and among them. Architecture no longer can (if it ever could) be understood as an autonomous medium of mass, space, and light, but now serves as the constructed ground for encountering and extracting meaning from cross-connected flows of aural, textual, graphic, and digital information through global networks.”

-- William J. Mitchell, Placing Words

‣ At IA Summit 2003 a couple of architects in the audience told me: “Architecture and IA are completely different practices... you shouldn’t mix the two.”

‣ That didn’t seem right to me, and now I know why (see quote). Increasingly, architects are going to need our help with bridging the virtual & physical realms -- especially in places like libraries where organizing information in a user-centric way is crucial to success.

‣ No slight on architects, but they’re NOT user-centric the way we are. Our insights, tools & techniques can help round out their approach by pinpointing users’ specific needs.

‣ If nothing else, I hope this project inspires more IAs to start tackling these challenges. Goal: In 5 years, I’d like to see architects invite us to speak at THEIR conferences!

Thank you!

Blog: knowledgeweave.net

Slides: www.slideshare.net/mmagoo