implimenting and mitigating change with all of this newfangled technology
DESCRIPTION
Mark Dehmlow, Head of the Library Web Department at the University of Notre Dame At the University of Notre Dame, we recently implemented a new website in concert with rolling out a “next generation” OPAC into production for our campus. While much of the pre-launch feedback was positive, once we implemented the new systems, we started receiving a small number of intense criticisms and a small wave of problem reports. This presentation covers how to plan for big technology changes, prepare your organizations, effectively manage the barrage of post implementation technical problems, and mitigate customer concerns and criticisms. Participants are encouraged to bring brief war stories, anecdotes, and suggestions for managing technology implementations.”TRANSCRIPT
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Thanks
• People Whose Ideas and Work that Contributed to this Presentationthis Presentation– Dan Brubaker-Horst, Project Applications Developer
([email protected])Robert Fox Sr Systems Administrator– Robert Fox, Sr Systems Administrator([email protected])
– Tim Jones, Interface / Graphic Designer(Timothy Jones 378@nd edu)([email protected])
– Tom Lehman, Digital Access Librarian([email protected])A B l S t Lib i– Aaron Bales, Systems Librarian([email protected])
– Andre Murniek’s Design Class
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Overview
• Motivations for Change• Cycle of Planning and Implementation• Tools for Web Developmentp• People and Managing Change• Personnel Needs• Personnel Needs• Continuous Integration• Next Steps
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What Precipitated Change
• WebsiteSense of overwhelm (particularly novice users)– Sense of overwhelm (particularly novice users)
– Need for better marketing space– Enhance the visual character
• Catalog– Meet our user’s search/retrieval expectations/ p– Reduce the amount of work and expertise needed to
get from query to research materialImprove service– Improve service
– Needed and extendable platform– Plurality of metadatay
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Outcomes
• Provide access to a large number of dissimilar resources in a simple clean dissimilar resources in a simple, clean interface that doesn’t overwhelm users
• Meet needs of advanced/power users• Meet needs of advanced/power users• Provide both search and browse access
to resources and services to to resources and services to accommodate different information interaction stylesinteraction styles
• Enhance visual look of site
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Project Management CycleAssess
Idea/PPImplement
InternalInternal
ExternalMaintenance
TestTest
External
Development
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Assessment
• Usability• Web statistics• Focus groupsg p• Feedback
Anonymous– Anonymous– TargetedSurveys• Surveys
• Competitive Intelligence
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Testing
• Internal• Usability
– Designed around a series of tasks• Release to stakeholders
– What to keep in mindWhat to keep in mind– Why formalize?
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Usability
• Undergrads• Graduates & Faculty• Sample:p
1. Find three books discussing American department stores.2. Find three journal articles on AIDS in Africa.3. Does the library have access to the article "Reflections on the End 3. Does the library have access to the article Reflections on the End
of History, Five Years Later," by Francis Fukuyama, published in History and Theory 1995 34(2): 27-43?
4. What time does the Main Library close on Friday?5. Find the page that tells how to renew books you have checked
out online.
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Usability Cntd.• Keep it simple
Develop basic scale– Develop basic scale• What to consider
– Time on task– Number of clicks– Success or failure
• Morae– Measures clicks– Records session (screen and participant)( p p )
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Idea
• Define problems• Brainstorm added
features• Sketch wireframe and
paper prototypepaper prototype
<T t><Test>
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Develop
• Rapid development around prototype– Integrate basic design elements
• Experiment with tools, decision• Formalize the design – IA• Construct Templates• Construct Templates
<Test>Fi i• Fix issues
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Wireframes
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Implement
• Migrate site, prepare project for d tiproduction
• Flip to production• Collect feedback
– (Clear your calendar for 6 weeks)(Clear your calendar for 6 weeks)– Mitigate Problems– Fix issuesFix issues
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Start Over
Back to Assesment
http://davidakin.blogware.com/200808271106.jpghttp://www.alexross.com/81382-big.jpg p g jpgp g jpg
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New Website - Decisions
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Tools
• CMSCSS F k• CSS Frameworks– Blueprint, jQuery UI CSS FW, Yahoo YUI
J i t Lib i• Javascript Libraries– jQuery, Yahoo YUI, prototype
(http://jqueryui.com/demos/)( p //jq y / /)
• Widgets– Colorbox, jQuery UI, Carousel, jQ y ,
• Analysis– Urchin, analog, google analytics, g, g g y
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Tools cntd• In browser analysis
– Firebug (Firefox) Web Developer (Chrome)– Firebug (Firefox), Web Developer (Chrome)• Browser Testing
IE Tester ( )– IE Tester (http://www.my-debugbar.com/wiki/IETester/HomePage)
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QA – Quality Assurance
• Determine representative pages for t titesting
• Determine browsers and OSs– get from log analysis
• Determine environmentsete e e o e ts– Screen Resolution, W3C
(http://www.w3schools.com/browsers/browsers_display.asp)( p p y p)
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People• Develop Partnerships
Departments– Departments– Key stakeholders
O t it– Opportunites• Design class
G t F db k• Get Feedback• Integrate Suggestions• Determine appropriate level of
committee decisioningg
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Change Management
• Change is disruptive• People have different tolerances to
change– Change Style Indicator (Discovery
Learning Press)
Conservers Pragmatists Originators
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Kotter’s 8-Step Change Model• Create Urgency• Form a Powerful Coalition• Form a Powerful Coalition• Create a Vision for Change• Communicate the Vision• Remove Obstacels• Create Short-term Wins• Build on the Change• Build on the Change• Anchor Changes in CultureSource – MindTools - http://www.mindtools.com/pages/article/newPPM 82.htmp // /p g / / _
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Stages of Change
Resistance Confusion Integration Commitment
Source: “Traveling Through White Water: A Manager’s Guide to Organizational Change.” Linda R. Fisher & Rose L. Kennedy
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Preparing the Organization• Garnering organizational support• Focus Groupsp• College Visits• Targeted Emailg• Campus Newsletter• Story in Campus PaperStory in Campus Paper• News Channel in Campus Portal• Online FeedbackOnline Feedback
– incentives– 350+ responsesp
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Mitigating the Fallout
• What were the biggest issues– My stuff moved– Preferred Links
• Dealing with upsets– Kill them with kindness– Don’t take it personally– Thank them for their input and address Thank them for their input and address
their inquiry
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New Website
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Enhancing the Catalog
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Enhancing the Catalog
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Enhancing the Catalog
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What it Takes to Bring it Together• Customization and development require
– Programmers to lead d l t d developments and extend systems
– Web Developers with basic with basic understanding of scriptingTime and support
patron
– Time and supportfor those withpotential to developneeded skillsneeded skills
– Willingness for somerisk
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Learning Technologies
• Learn through doingTi ti l l t – Tie practical goal to learning technology
• Choose “gateway”• Choose gatewaytechnologyphp– php
– Perl• Graduate to more sophisticated technology
http://activerain.com/image_store/uploads/1/2/0/5/0/ar120996349105021.jpg
• Graduate to more sophisticated technology– procedural code vs object oriented code
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Managing Programs/Site
• Multiple Environments– dev, preprod, prod
• Version management– Subversion, CVS
• Build ToolsBuild Tools– Ant, Capistrano
• Continuous Integration• Continuous Integration– Hudson
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Deployment
Subversion
H dPPrd
Hudson
oh crap!rollback
DevPrd
oh crap!rollback
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Next Steps
• Post-mortem• Reorganizing• Communication• Implementing
RecommendationsRecommendations• Future Planning
St t• Strategy
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Post-mortem
• How it went– First two weeks insane
• What we missed– More communication, earlier– Education about CatalogPlusg– More testing of CatalogPlus
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Reorganization
• Creating Teams– Advisory group– System Architecture /
UI team• Leveraging existing
teams– ELK – Library Communications Committee
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Communication
• Move WPIT to WAG (formal input)• Annual meetings with key
departments• Education / Outreach• Visit satellite sitesVisit satellite sites
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Implementing Recommendations
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Implementing Recommendations
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Implementing Recommendations
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Future Planning
• Primo Central – aggregated index• Content Management System
– Integrated database driven data• Holistic Discovery / Services Approach
– Integrated request queueIntegrated request queue• Developing technologies
Single sign on• Single sign on• Explore Portalization
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Strategy - Holistic
syndicationmobiledesktopTestProduction TestProduction
discovery
services
BetaExp content BetaExp.
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Resources
• Organizational HR trainings• O’Reilly Books (Safari)• Websites
– 37signals Signal vs. Noise - http://37signals.com/svn/– A List Apart - http://www.alistapart.com/– Smashing Magazine - http://www.smashingmagazine.com/– UX Magazine - http://uxmag.com/– Fast Co. Design - http://www.fastcodesign.com/– Dribbble - http://dribbble.com/
User Interface Engineering: http://www uie com/articles/– User Interface Engineering: http://www.uie.com/articles/– Jakob Nielsen's Website: http://www.useit.com/
Source: Tom Lehman and Tim Jones
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