Brooke RobertshawBeth Filar WilliamsMorgan Chester

Going “Mobile"Assessment of a mobile concierge station

Navigation inside a building, or wayfinding, leads to confusion and frustrations for users. Like many libraries, Oregon State University’s Valley Library has its own set of wayfinding problems. To help alleviate some of this uncertainty, a mobile concierge station was set up at the entrance of the library at the beginning of the Fall 2015 and Winter 2016 terms. Questions asked at the concierge were collected, as well as a feedback from desk staff. This assessment data was analyzed and suggestions for library service improvements were made.

Poster Authors

Above: Information Specialist Meggie Wright

assists a patron at the “Mobile” Concierge station.

Above: The view from the main entrance to

the Valley Library. [Photo by David Manela]

Discover:● Wayfinding issues● Patron questions● Ways to assist patrons

through every department

Provide:● Positive and comfortable

first-time user experience● Early contact point for

patrons

Purpose

Printing was a hot topic for patrons entering into the library.

Signage is unclear to patrons upon entering the library.

Individual and collaborative spaces are important to students.

Data Themes

Our Resources:● Design question specific

categories to help with tracking questions asked-- potentially using a tablet with Libanalytics or Suma

Future Changes

The Station:● Salvaged podium with caster wheels● Large “Ask Me” poster● Plastic holders for paper resources● Ticker for tracking questions

Our Schedule:● 10 am-4 pm for the

first three days of term● 1 hour shifts● 1-2 people per shift

Key Elements

Summary

Our Schedule:● Shift change on the half

hour● Potentially adding

concierge availability during large campus/library events

Steps of Analysis:1. All authors coded the data and then

discussed themes found.2. 8 themes were decided on,3. 2 authors coded data again then came

together to compare analysis.4. 3rd author coded random data to look

for agreement.

What We Wore:● Library name tag● Library t-shirt (optional)● “Ask Me” buttons

Our Resources:● Campus map● Library map● Library services brochure● Printing cheat sheet

All 9 library departments and

the University Librarian helped

staff the Concierge Station.

Help with library and non-library technology is highly sought after.