cla gale2012

Innovation and Stories

Opening RemarksStephen Abram, MLS

Canadian Library Association, OttawaMay 31, 2012

What is the mindset of innovators on the margins?

They’re future oriented

They see patterns

http://www-digitalphotographytutorial.com/wp-content/uploads/2011/07/black-and-white.jpg

They recognize key shifts

They see opportunity

They connect the dots

They focus on ideas in the context of people (not the reverse)

They see reasons not excuses

They collaborate – no lone wolves

They see the real issue not the pain point

They are OPEN to everything

They use critical thinking not criticism to bulletproof

initiatives

They play – a neotonous mindset

They see.

20

Project Objective

• To understand and meet the expectations of public library users for services, content, and virtual interaction.

21

• Personas are hypothetical representations of a natural grouping of users that drive decision-making for development projects.

– They are not real people, but they represent real people.

– They are defined by goals.

– They focus on what is valuable to the user and subsequently on how he or she behaves.

Personas Defined

22

Goals: Help team build the base infrastructure for .NET products. Construct the base set of services that

ship with the product and compose the core of a distributed framework for hosting distributed services. Add

queuing semantics and associated locking, classification and routing of messages, subscriptions, efficient

filtering, fan-out, etc., to the server. Integrate new distributed communication semantics to the existing SQL

Server programming model. Demonstrate ability to communicate and work well with other teams.

Usage Scenario: Henry has been around long enough to build a solid network of resources to call

when he has specific questions about products or programs. He often learns about new technologies or

processes through casual conversation with his friends and coworkers in the hallway. He uses Yahoo! for

general information gathering because he likes the simplicity of the site design and the breadth of information

available.

The Portal is not his start page—he usually just types in the URL directly. He rarely reads the content on the

first page because he doesn't want to know what's going on with general companywide PR information. He's

somewhat cynical about "companywide" internal releases and dislikes company politics. However, on a

personal level, he does want to know about the schedules that the applications are on so he can plan. He's

frustrated that there's no place you can go to find product information all in one spot.

Info-Seeking Behavior: When Henry needs specific information, he generally e-mails or phones

a friend. He is a member of about 15 different DLs that used to be manageable, but now he finds it increasingly

difficult to keep up.

He typically uses the Portal to search for internal information across the companywide intranet or to find other

internal sites. He comes to the portal about four-five times a week by typing in the URL and stays for less than

15 minutes at a time. He rarely, if ever, goes to there to find general information about the company or the

industry as a whole. He uses internal databases to find internal information on products or code. If he's

frustrated by something, he'll go there and find solutions rather than go outside to support or to a dot-com.

"You used to have to drill down pretty deep to find personalized information, but now it's easier." He tends to

bookmark pages in the portal because he hates having to go 5 levels down. He'll use that bookmark until it

breaks, then he has to research it again. He would like to have favorites on the portal. . . .

Henry

41 Years Old,

Software Design Engineer

U.S.

12 Years at the company.

Single,

MS Comput.Sci

Personas

http://msw/about/msw5plan/henry.htm

23

Our Approach

• Narrative capture and identification of characters, issues and problems, behaviors and actions.

• Narrative pattern review of content, service and product needs

• Identification of priority requirements for specific market identities i.e. personas

24

Narrative

25

Why Narrative Capture?

• Knowledge can only be volunteered it cannot be conscripted

• I only know what I know when I need to know it

• I always know more than I can say and I will always say more than I can write down

26

Anecdote Circles

Starter StatementsDescribe a day that involved coming to the library.Describe a day that you wanted to come to the library but couldn’t.Give us an example of when you learned something from others at the library.Give us an example of when you tried to learn something from others at the library but didn’t. Give us an example from the past when you have used a computer to find information and were surprised about what you found.Give us an example from the past when you decided you wouldn’t be able to find the information through the computer – why?

The five (5) workshops held in April-May 2005

– Bergen County Public Library, NJ– Buffalo Erie Public Library, NY– Cleveland Public Library, OH– Hamilton Public Library, ON– S.A.I.L.S. Middleboro, MA

27

Summary Groupings

Archetypes Themes Values

Good Citizenship

Patrons

Library Staff

Money

Library Services and

Facilities

Interaction

Technology

Efficiency

Money

Community

Learning

Quality

Efficiency

Money/Risk

Ideal StateIssues

28

Archetypes: Characters

Archetype Summary

0

2

4

6

8

10

12

Archetype Names

Nu

mb

er

of

Arc

hety

pes Good Citizenship

Patrons

Library Staff

Money

Library Services

and Facilities

29

Good Citizenship Archetypes

Collaborate

Community brings

people together

Cozy

Diverse activities

Encourage creativity

Good use of our money

Human contact

Intellectual

opportunities

Kids feel safe

Nurturing

Opportunities – social

Security

Willing to chat when

time permits

Bergen

County

Well-Rounded Citizen(13 attributes)

30

Good Citizenship Archetypes

Community builder

Connected

Connecting with

community

Gives people mission

Networking

Pulls community

together

SAILS

Strong Community Leader(6 attributes)

31

Patron Archetypes

Annoying

Books out of print

Disruption

Indifference

Lack of wireless

No tape player

Online services

unavailable

Out of date

Physical pain

Ripped/missing

pieces, out of date

magazine

Wasted resources

Wasted space

Cleveland

Frustrated Patron(12 attributes)

32

Patron Archetypes

After hours usage

Broader search results

Computer use

Introduction to new

things

Lots of preferences

No online access outside

of library

Not a free service

Open to public

Outside sources

Search method

Universal access

Ways to get information

Cleveland

Inquisitive Power User(12 attributes)

33

Patron Archetypes

Can’t get book you want

(timely)

Don’t listen to reviews/bad

reviews (NPR Reviews)

Embarrassing

Fear of puppets

Forgot card/license

Head aches

Injuries

Some people consider a

waste of money/space

(crafts)

Too long

Cleveland

Disengaged Seeker(9 attributes)

34

Library Staff Archetypes

Advance reserve on new

materials

Abundance of items

One-stop shopping

Video/DVD lost in drop

box

Access to materials never

afford

Up to date, current

materials

Diversity of materials

Buffalo-Erie

Ultimate Tour Guide(7 attributes)

35

Library Services Archetypes

Out-of-Date IT(6 attributes)

Access to PC’s

Message is too long

(automated computer

system)

Not enough computers

Slow re-boot

Strong database

Technical-media options

Hamilton

Public

36

Library Services Archetypes

Can’t remove reference

material

Extensive collection

Library for books, not

movie rentals

Library for education films,

not Hollywood movies

Hamilton

Public

“Something for Everyone” Resources(4 attributes)

37

Themes: Issues and Problems

Themes

0

5

10

15

20

Theme Names

Nu

mb

er

of

Th

em

es

Interaction

Technology

Efficiency

Money

Other

38

Values: Behaviors and Actions

Values

0

1

2

3

4

5

6

7

8

9

10

Value Grouping

Nu

mb

er

of

Valu

es Community

Learning

Quality

Efficiency

Money/Risk

Other

39

Pattern Review

40

Mass Narrative Representation

41

Example Focus AreasContent

SMI AttributesVast Information

Dedicated Local Library Directories

In-depth Knowledge Available

ArchetypesSomething for

Everyone Resources

QualitiesLibrary Material Types

Service

ThemesEqual Access to Services

Ease of Use and Efficiency

Meeting Customer Needs

ArchetypesFrustrated Patron

ValuesQuality Librarian

Services

Functionality

SMI AttributesCuts Down SearchingToo Many Features

ArchetypesSatisfied Customer

ValuesInformation Access

Self-Learning

42

Personas

43

Primary Anchor

Secondary Anchor

44

7 Primary PL Personas• Discovery Dan

– Dan represents the adult non-researcher population.

• Haley High School– Haley represents the high school student population.

• Jennifer– Jennifer represents the parents of teenagers.

• Mommy Marcie– Marcie represents the parents of young children.

• Rick Researcher– Rick represents adult researchers who own a personal computer.

• Senior Sally– Sally represents senior citizens.

• Tasha Learner– Tasha represents adult researchers who do not own a personal computer.

What Do Innovators Do?

• They’re future oriented• They see patterns• They recognize key shifts• They see opportunity• They connect the dots• They focus on ideas in the context of people (not the reverse) • They see reasons not excuses• They collaborate – no lone wolves• They see the real issue not the pain point • They are OPEN to everything• They use critical thinking not criticism to bulletproof• They play – a neotonous mindset• They see.

Trans-Literacy: Measure the Impact(s)

Community literacy

Reading literacy

Numeracy

Critical literacy

Social literacy

Computer literacy

Web literacy

Content literacy

Written literacy

News literacy

Technology literacy

Information literacy

Media literacy

Adaptive literacy

Research literacy

Academic literacy

Reputation, Etc.

Consider the Whole Experience

Sample charts of Top Library Questions

Stephen Abram, MLS

Gale Cengage Learning

Yep – You Get Questions

• Health and Wellness / Community Health / Nutrition / Diet / Recovery DIY Do It Yourself Activities and Car Repair Genealogy Test prep (SAT, ACT, occupational tests, etc. etc.) Legal Questions (including family law, divorce, adoption, etc)Hobbies, Games and Gardening Local History Consumer reviews (Choosing a car, appliance, etc.) Homework Help (grade school) Technology Skills (software, hardware, web) Government Programs, Services and Taxation Self-help/personal development Careers (jobs, counselling, etc.) Reading Choices and recommendations, books & authors Travel and Vacation, Tourism SupportSupporting College credits, Distance Education, and Adult Continuing EducationPersonal Finance and Investments / Financial Literacy Religion and spiritualityRetirement and Seniors Services General Reference / Quick Answer Questions (e.g. telephone numbers, addresses, definitions, locations, library hours and services, etc.) Coming to America or our Community (Immigration, Moving) Book Clubs / Community Reading / Summer Reading Business. Leadership and ManagementParenting and Child Development Adult Literacy / ESL Entrepreneurship and Consulting Small and Medium-sized Business Support World Cultures/Understanding Our World History Studies (Civil War, WW2, etc.) Choosing a School, Program/Degree, College or University / College Planning Finding People / Biographies , language learning

0.00 0.20 0.40 0.60 0.80 1.00 1.20

Health and Wellness / Community Health / Nutrition / Diet / Recovery

DIY Do It Yourself Activities and Car Repair

Genealogy

Test prep (SAT, ACT, occupational tests, etc. etc.)

Legal Questions (including family law, divorce, adoption, etc)

Hobbies, Games and Gardening

Local History

Consumer reviews (Choosing a car, appliance, etc.)

Homework Help (grade school)

Technology Skills (software, hardware, web)

Government Programs, Services and Taxation

Self-help/personal development

Careers (jobs, counseling, etc.)

Reading Choices and recommendations, books & authors

Travel and Vacation, Tourism Support

Supporting College credits, Distance Education, and Adult Continuing Education

Personal Finance and Investments / Financial Literacy

Religion and spirituality

Retirement and Seniors Services

General Reference / Quick Answer Questions (e.g. telephone …

Coming to America or our Community (Immigration, Moving)

Book Clubs / Community Reading / Summer Reading

Business. Leadership and Management

Parenting and Child Development

Adult Literacy / ESL

Entrepreneurship and Consulting

Small and Medium-sized Business Support

World Cultures/Understanding Our World

History Studies (Civil War, WW2, etc.)

Choosing a School, Program/Degree, College or University / College Planning

Finding People / Biographies

Relative Patron Interest in Various Areas

Top 13

The Baker’s Dozen: LVA Top 13

1. Health and Wellness / Community Health / Nutrition / Diet / Recovery

2. DIY Do It Yourself Activities and Car Repair 3. Genealogy 4. Test prep (SAT, ACT, occupational tests, etc. etc.) 5. Legal Questions (including family law, divorce, adoption, etc) 6. Hobbies, Games and Gardening 7. Local History 8. Consumer reviews (Choosing a car, appliance, etc.) 9. Homework Help (grade school) 10. Technology Skills (software, hardware, web) 11. Government Programs, Services and Taxation 12. Self-help/personal development 13. Careers (jobs, counselling, etc.) 14. Readers Advisory was 14th

88.3%

83.1%

81.7%

75.9%

72.9%

67.8%

60.0%

60.0%

58.3%

51.7%

10.0%

15.3%

16.7%

22.4%

25.4%

30.5%

31.7%

35.0%

41.7%

48.3%

1.7%

1.7%

1.7%

1.7%

1.7%

1.7%

8.3%

5.0%

0.0%

0.0%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Hobbies and Gardening

Consumer reviews (choosing a car, appliance, etc.)

Health and Wellness / Community Health / Nutrition / Diet / Recovery

Local History

Homework Help (grade school)

DIY Do It Yourself Activities and Car Repair

Genealogy

Legal Questions (including family law, divorce, adoption, etc)

Test prep (SAT, ACT, occupational tests, etc.)

Technology Skills (software, hardware, Internet/web)

Resource Levels for Top Ten Areas of Patron Interest (Question 1)

Enough

Not Enough

Not Applicable

45.0% 46.7% 46.7%

32.2% 33.3%

5.2% 3.4%

43.3% 38.3% 38.3%

42.4%35.0%

12.1%11.9%

10.0%13.3% 13.3%

22.0%

20.0%

22.4%

39.0%

1.7% 1.7% 1.7%1.7%

11.7%

56.9%

44.1%

0.0% 0.0% 0.0% 1.7% 0.0%3.4% 1.7%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

History / Social StudiesScience / Science fairs) Biographies LiteratureSpecial Events (Black (or Hispanic, Asian, Native American) History Month)Women’s Studies Religion

Student Homework Support - Level of Requests by Area

N/A

Not at all Common

Slightly Common

Common

Very Common

18.97% 20.00%

6.90% 8.62%14.04%

1.72%5.00%

10.53%

1.89% 3.39%6.90%

0.00% 0.00% 1.69%

39.66% 38.33%

37.93% 32.76% 22.81%

24.14% 20.00%14.04%

18.87% 16.95% 10.34%

15.25% 13.79% 8.47%

34.48%28.33%

36.21% 41.38%47.37%

56.90%

50.00%57.89%

49.06%55.93%

51.72%52.54%

46.55%

45.76%

6.90%

11.67%18.97% 17.24% 14.04% 17.24%

23.33%

17.54%

28.30%22.03%

31.03% 30.51%39.66%

42.37%

0.00% 1.67% 0.00% 0.00% 1.75% 0.00% 1.67% 0.00% 1.89% 1.69% 0.00% 1.69% 0.00% 1.69%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Areas of World Which Generate Most Questions

N/A

Not at all Popular

Slightly Popular

Popular

Very Popular

The Strategic Collection Issue

•List includes top 10 subjects for each group.•Most popular subject for each group is denoted by 10, least popular (within top 10) is denoted by 1.•Items that did not make the top 10 for a particular group are denoted by 0 for that group.•Since not all items were included in the top 10 of all groups, the sum of scores is taken across groups, rather than the average, to provide the overall rankings (higher being better).•The overall top 10 items are the same as those represented in the chart, but rank differs due to the fact that only 55 respondents are included above (others did not indicate a location type).

Top Hobbies Survey

From Stephen’s Lighthouse

0 10 20 30 40 50 60 70

Knitting & Needlecrafts

Arts & Crafts

Television Shows

Gardening

Pets

Music

Traveling, Tourism & Vacations

Exercise, Cycling & Walking

Movies & Film

Computers

Cooking & Recipes

Recreational Reading

Top 12 Patron Hobbies

I made a mistake and left out photography as a hobby.

Coin collecting

Stamp collecting

Winter Sports

Woodworking

Golf

Children's Sports

Adult Team Sports

Sewing

Live Theatre

Home Entertaining, Picnics & Parties

Other

Adult Individual Sports

Painting & Sculpture / Art Appreciation

Summer Sports

Board & Card Games

Cars, Motorcycles

Creative Writing

Outdoor Life

Volunteer Work

Video Gaming

Antiques & Collectibles

Carpentry, Home Repair & Additions

Genealogy

Religion & Spiritual Activities

Diet & Nutrition

Knitting & Needlecrafts

Arts & Crafts

Television Shows

Gardening

Pets

Music

Traveling, Tourism & Vacations

Exercise, Cycling & Walking

Movies & Film

Computers

Cooking & Recipes

Recreational Reading

Patron Hobbies - All

National Library Customer Satisfaction Data

Specific Database Results from Usage

Year One: Aug. 2009 – Sept. 2010Sample: More up to date and local data is available

What do we need to know?

• How do library databases compare with other web experiences and expectations?

• Who are our core virtual users?

• What are user expectations for satisfaction?

• How does library search compare to consumer search like Google?

• How do people find and connect with library virtual services?

• What should we ‘fix’ as a first priority?

• Are end users being successful in their POV?

• Are they happy? Will they come back? Tell a friend?

30 30

48

41

3033

59

37

30

59

30

48

6562

71 72 72 7375

7068

76

7072

78

69

74 7477

90 90 90 89 8890 90

8790

85

90 90

8487

0

71

Top-Level BenchmarksGale-Cengage Browse SurveyAugust 01, 2010 - August 31, 2010

Gale Library Databases Compare

Very Well to Other

Web Experiences

Digging Into Satisfaction3 4 5 9 6 8 7 2 1

High

School

Student

Univers/

College

Student Librar’n

Other,

please

specify Teacher

Other

Profess-

ional

Profess-

or

Middle

School

Student

Element

ary

School

Student Overall

Responses: 3,043 2,920 1,570 709 576 576 488 477 148 10,507

29% 28% 15% 7% 5% 5% 5% 5% 1%

Content 70 77 79 69 77 74 67 68 40 73

Look and Feel 64 74 74 64 72 70 61 63 37 68

Navigation 65 71 69 60 69 66 60 63 45 66

Search 61 73 73 60 71 67 59 59 35 66

Site

Performance73 79 77 72 77 76 68 72 52 75

Satisfaction 63 74 72 60 72 66 59 62 35 67

Likelihood to

Return72 82 85 71 82 78 66 69 36 76

Primary

Resource63 73 68 56 70 60 51 60 33 65

Recommend 63 78 83 66 80 72 63 61 36 71

Users willReturn and

RecommendOnce Hooked

Content73, 1.1

Look and Feel68, 0.4

Navigation67, 0.9

Search67, 2.8

Site Performance74, 0.4

62

72

0.2 1.2 2.2

SC

OR

E

IMPACT

Gale-Cengage Browse SurveyPriority Map

October 01, 2009 - October 31, 2009

STATUS QUO REQUIRED MAINTAIN OR IMPROVE

MONITOR TOP PRIORITYKey:

Position of each bubble indicates its score and impact

Size of each bubble also indicates the relative size of impact

HighLow

High

Low

LibrarySearch

Needs toImprove

29%

28%

15%

7%

5%

5%

5%

5%

1%

0% 5% 10% 15% 20% 25% 30% 35%

High School Student

University/ College Student

Librarian

Other, please specify

Teacher

Other Professional

Professor

Middle School Student

Elementary School Student

Who uses e-Resources?

The Core User For Library

E-Resourcesis Clear

Yes60%

No20%

Don't know yet20%

Gale-Cengage Browse SurveyDid you find what you were looking for?

August 01, 2009 - September 06, 2010

(N: 10486)

Database UsersAre BeingSuccessful

Google.com81%

Other, please specify10%

Yahoo.com6%

Ask.com3%

Gale-Cengage Browse SurveyWhich search engine do you primarily use to do online research?


(N: 10486)

Did not have any difficulty navigating the site

52%

Links did not take me where I expected

10%


9%

Would often feel lost, not know where I was

8%

Could not navigate back to previous information

8%

Too many links or navigational choices

5%

Had technical difficulties (e.g. broken links, error

messages)4%

Links/labels are difficult to understand

4%

Gale-Cengage Browse SurveyWhat type of difficulty, if any, did you encounter with the navigation process on this website?


(N: 10486)

There are Training and

CommunicationOpportunities

Female59%

Male33%

Prefer not to respond8%

Gale-Cengage Browse SurveyWhat is your gender?


(N: 10484)

More Males UseLibrary

DatabasesThan Usual

18 and under30%

51+23%

36-5019%

19-2511%

26-3510%

Prefer not to respond7%

Gale-Cengage Browse SurveyWhat is your age?


(N: 10486)

There is Not A DemographicSwing in Online

Usage

Yes73%

Haven't thought about it18%

No9%

Gale-Cengage Browse SurveyDo you trust the content on this website more than the content you find through web search

engines?August 01, 2009 - September 06, 2010

(N: 10486)

Library UsersTrust LibraryDatabases

More.

School assignment62%

Professional project17%

Personal interest

10%


Just browsing5%

Gale-Cengage Browse SurveyWhich best describes the purpose of your research today?


(N: 10486)

School is theSweet Spot –

But Other UsersAbound Too.

29%

28%

15%

7%

5%

5%

5%

5%

1%

0% 5% 10% 15% 20% 25% 30% 35%

High School Student

University/ College Student

Librarian


Teacher

Other Professional

Professor

Middle School Student

Elementary School Student

Gale-Cengage Browse SurveyWhich best describes your role on this website today?


(N: 10486)

Library’sNatural Allies Are Big Users& Potential

Partners.

Librarian32%

School or library website29%

Teacher24%

Used in the past7%


Web search engine

3%

Gale-Cengage Browse SurveyHow did you find out about this website?


(N: 10486)

Wow! Only 29% ofUsers Find

E-Resources Through Our

Websites.

First time36%

Several times a month18%

Several times a week14%

About once a month10%

About once every 3 months8%

Every 6 months or less7% Daily

7%

Gale-Cengage Browse SurveyHow frequently do you use this website?


(N: 10486)

And 39% of YourUsers Are in Your

Databases for For the VeryFirst Time!

12% 2%3%3% 5% 5% 7% 11% 14% 39%

0% 20% 40% 60% 80% 100%

How likely are you to recommend this site to

someone else?Avg Score: 7.4

N*: 10486

Gale-Cengage Browse SurveyRecommend - Scores and DistributionsAugust 01, 2009 - September 06, 2010

(Avg. Score: 71)

1 2 3 4 5 6 7 8 9 10* N values exclude

"Don't Know"

Your Users Will

Recommend Your Databases

Your Users Will

Recommend Your Databases

12% 3% 4% 4% 6% 7% 10% 14% 13% 27%

0% 20% 40% 60% 80% 100%

How likely are you to use this site as your primary resource for

your research needs?Avg Score: 6.9

N*: 10486

Gale-Cengage Browse SurveyPrimary Resource - Scores and Distributions


(Avg. Score: 65)

1 2 3 4 5 6 7 8 9 10* N values exclude

"Don't Know"

Your Users Respect

Your DatabasesAs Primary

Sources

9% 2%2%2% 4% 4% 7% 11% 14% 46%

0% 20% 40% 60% 80% 100%

How likely are you to return to this site?

Avg Score: 7.9N*: 10486

Gale-Cengage Browse SurveyLikelihood to Return - Scores and Distributions


(Avg. Score: 76)

1 2 3 4 5 6 7 8 9 10* N values exclude

"Don't Know"

Your Users Are

Likely toReturn

9%

10%

10%

2%

2%

3%

3%

3%

4%

3%

4%

4%

5%

6%

7%

7%

6%

8%

11%

11%

13%

18%

18%

18%

19%

18%

15%

23%

22%

19%

0% 20% 40% 60% 80% 100%

What is your overall satisfaction with this

site?Avg Score: 7.2

N*: 10486

How well does this site meet your

expectations?Avg Score: 7.1

N*: 10486

How does this site compare to your idea of

an ideal website?Avg Score: 6.8

N*: 10486

Gale-Cengage Browse SurveySatisfaction - Scores and DistributionsAugust 01, 2009 - September 06, 2010

(Avg. Score: 67)

1 2 3 4 5 6 7 8 9 10* N values exclude

"Don't Know"

Your Users Evaluate

Your Services as Meeting

Expectations.

7%

7%

7%

1%

1%

1%

2%

2%

2%

3%

2%

2%

5%

5%

3%

5%

6%

4%

12%

11%

6%

18%

19%

14%

20%

20%

19%

27%

28%

42%

0% 20% 40% 60% 80% 100%

Please rate how quickly pages load on this site.

Avg Score: 7.6N*: 4660

Please rate the consistency of speed from page to page on

this site.Avg Score: 7.7

N*: 4661

Please rate the ability to load pages without

getting error messages on this site.

Avg Score: 8N*: 4659

Gale-Cengage Browse SurveySite Performance - Scores and Distributions


(Avg. Score: 75)

1 2 3 4 5 6 7 8 9 10* N values exclude

"Don't Know"

9%

9%

11%

11%

3%

2%

2%

3%

3%

3%

3%

4%

4%

3%

4%

4%

6%

5%

6%

6%

8%

7%

8%

8%

11%

12%

12%

12%

17%

19%

18%

17%

17%

16%

15%

15%

22%

24%

21%

21%

0% 20% 40% 60% 80% 100%

Please rate the relevance of search results on this site.


Please rate the organization of search

results on this site.Avg Score: 7.2

N*: 4659

Please rate how well the search results help

you decide what to select.

Avg Score: 6.9N*: 10486

Please rate how well the search feature

helps you to narrow the results to find what you

want.Avg Score: 6.8…

Gale-Cengage Browse SurveySearch - Scores and Distributions


(Avg. Score: 66)

1 2 3 4 5 6 7 8 9 10* N values exclude

"Don't Know"

9%

9%

9%

10%

1%

2%

2%

3%

2%

3%

3%

6%

3%

4%

4%

6%

6%

7%

6%

7%

6%

7%

8%

8%

12%

13%

13%

11%

21%

20%

19%

17%

16%

15%

16%

13%

24%

21%

21%

19%

0% 20% 40% 60% 80% 100%

Please rate how well the site is organized.


Please rate the options available for navigating

this site.Avg Score: 7

N*: 4663

Please rate how well the site layout helps

you find what you are looking for.


Please rate the number of clicks to get where you want on this site.


Gale-Cengage Browse SurveyNavigation - Scores and DistributionsAugust 01, 2009 - September 06, 2010

(Avg. Score: 66)

1 2 3 4 5 6 7 8 9 10* N values exclude

"Don't Know"

9%

8%

7%

2%

2%

1%

4%

3%

2%

5%

5%

2%

8%

8%

5%

10%

9%

5%

13%

13%

11%

16%

19%

19%

14%

15%

18%

20%

20%

30%

0% 20% 40% 60% 80% 100%

Please rate the visual appeal of this site.


Please rate the balance of graphics and text on

this site.Avg Score: 7

N*: 4658

Please rate the readability of the pages

on this site.Avg Score: 7.7

N*: 4659

Gale-Cengage Browse SurveyLook and Feel - Scores and Distributions


(Avg. Score: 68)

1 2 3 4 5 6 7 8 9 10* N values exclude

"Don't Know"

8%

8%

9%

1%

1%

1%

2%

2%

2%

2%

2%

3%

5%

4%

6%

4%

5%

7%

8%

9%

12%

18%

18%

18%

22%

20%

18%

31%

31%

26%

0% 20% 40% 60% 80% 100%

Please rate the accuracy of information

on this site.Avg Score: 7.8

N*: 4660

Please rate the quality of information on this

site.Avg Score: 7.7

N*: 4661

Please rate the freshness of content on

this site.Avg Score: 7.4

N*: 4662

Gale-Cengage Browse SurveyContent - Scores and Distributions


(Avg. Score: 73)

1 2 3 4 5 6 7 8 9 10* N values exclude

"Don't Know"

There’s Great News!We have Room forImprovement BUT

Library Databases Compete Very Well with User

Expectations and Needs Fulfillment.

Aug-09 Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10

N 203 1,153 1,611 1,391 760 814 1,081 1,138 1,059 691 168 170 192 55

0

200

400

600

800

1,000

1,200

1,400

1,600

1,800

Nu

mb

er

of

Resp

on

den

ts

Time Periods

Gale-Cengage Browse SurveyNumber of Survey Respondents


The School Cycle Drives Many Usage

Scenarios

A Third Path

Stephen Abram, MLS, FSLA

VP strategic partnerships and marketsCengage Learning (Gale)

Cel: [email protected]

Stephen’s Lighthouse Blog

http://stephenslighthouse.comFacebook, Pinterest: Stephen Abram

LinkedIn / Plaxo: Stephen AbramTwitter: @sabram

SlideShare: StephenAbram1

http://stephenslighthouse.com/