research assistance interactions : exploration of users ’ motivation and perceptions
DESCRIPTION
REFERENCE RESEARCH FORUM. Research Assistance Interactions : Exploration of Users ’ Motivation and Perceptions. Stephanie Alexander – University of Southern California Alison Graber – University of Colorado Boulder Alison Hicks – University of Colorado Boulder - PowerPoint PPT PresentationTRANSCRIPT
Research Assistance Interactions: Exploration of Users’ Motivation
and Perceptions
Stephanie Alexander – University of Southern CaliforniaAlison Graber – University of Colorado Boulder
Alison Hicks – University of Colorado BoulderCaroline Sinkinson– University of Colorado BoulderRE
FERE
NCE
RES
EARC
H FO
RUM
OVERVIEWO
VERV
IEW
Study Design
Results
Personas
Conclusions and Implications
QUESTIONSST
UDY
DES
IGN
Who uses our services?
Who doesn’t?
What motivates them?
How do they perceive us?
RESU
LTS:
CO
MPA
RISO
NUSERS
Used in-person services - Research Desk - Librarian Office Hours (drop-in)- Individual Consultations (by appt.)
NON-USERSHave not asked for help, either in person or online
METHODOLOGYST
UDY
DES
IGN
• 25 users• 47 non-usersSurveys
• 5 with individual usersInterviews
• 1 session with non-users
Focus Group
LIMITATIONSST
UDY
DES
IGN • Small data pool
• Service comparison
• Possible survey bias
Com
paris
on
RESU
LTS:
CO
MPA
RISO
N
Undergraduate Graduate Staff Other
48% 48%
4%0%
74%
23%
0% 2%
RANK
18-23 24-30 31-40 40+
48%
32%
12%8%
74%
19%
6%0%
AGE
Female Male
71%
29%
72%
28%
GENDER
On Campus Off Campus (Local) Off Campus (Not Local)
13%
61%
26%28%
9%
64%
RESIDENTIAL STATUS
Com
paris
on
RESU
LTS:
CO
MPA
RISO
N
n/a
Very Negative
Negative
Neither Negative or Positive
Positive
Very Positive
0%
0%
8%
44%
48%
2%
4%
11%
44%
38%
PREVIOUS LIBRARY EXPERIENCENon-Users Users
RESU
LTS:
CO
MPA
RISO
N
SERVICE AWARENESS: PeopleRE
SULT
S: U
SERS
RESU
LTS:
USE
RS
Other
Format citations
Form research question
Find known item
Find full text
Keywords
Find background info
Where to search
12%
12%
36%
52%
52%
68%
68%
80%
EXPECTATIONS
Not satisfied
Somewhat satisfied
Neither Satisfied or Unsatisfied
Satisfied
Very satisfied
0%
0%
4%
24%
72%
SATISFACTIONRE
SULT
S: U
SERS
Strongly disagree
Disagree
Neither agree nor disagree
Agree
Strongly agree
0%
0%
0%
36%
64%
WILL USE SERVICE AGAIN
No
Yes
0%
100%
WILL RECOMMEND TO FRIENDSRESU
LTS:
USE
RS
WHAT SURPRISED USERS?RE
SULT
S: U
SERS
Other
Parents or Family
Friends
Residential Advisor
Librarians at Librarian Office Hours
Writing Center Consultant
Academic Advisors
Teaching Assistants
Faculty
Librarians at Research Desk
OTH
ERIN
FORM
ALFO
RMAL
4%
32%
68%
4%
12%
20%
36%
44%
52%
56%
OTHER HELP SOURCESRE
SULT
S: U
SERS
Other
No research assignments
Ask someone else
Too busy
Not aware of services
Google/Web good enough
I don't need help
6%
6%
9%
11%
11%
26%
32%
REASONS FOR NON-USERE
SULT
S: N
ON
-USE
RS
PERSONAS
WHAT ARE THEY?Based on user dataFictionalized aggregates of potential users
WHY USE THEM?Personal empathy between designer and userHelp focus needs and goals on the user
(Lage, Losoff, & Maness, 2011)
PERS
ON
AS
Newbie NICK
“I guess I was surprised how much the librarian actually cared about my subject.”
Age: 19 years old
Rank: Freshman
Familiarity with campus: I live in the dorms, and drop by the library every few weeks.
Research Behaviors: I’ve used Google and other online resources. I had a research paper due and I didn’t know how to find peer-reviewed articles.
PERS
ON
AS: U
SER
Timely TAYLOR
“I tried to do some of my own research with JSTOR and I wasn’t finding things. I want to find out what I was doing wrong.”
Age: 24 years old
Rank: Masters student
Familiarity with campus: I attended CU as an undergrad so I know my way around.
Research Behaviors: I didn’t have any problems in the past finding what I needed in the library. I seek help when I need it.
PERS
ON
AS: U
SER
Organized OLIVER
“I contacted the librarian just to get some baseline knowledge again to kind of get me started.”
Age: 30 years old
Rank: Doctoral student
Familiarity with campus: I am new on campus and in town
Research Behaviors: I felt able to use the library at my previous university. Unlike my peers, I like to be prepared for projects and don’t have problems asking for help.
PERS
ON
AS: U
SER
No Need NAOMI
“If it is just class content, I’m going to be asking everyone in the class or looking it up online before I bother anyone.”
Age: 21 years old
Rank: Junior
Familiarity with campus: I study in the Business Library a lot.
Research Behaviors: I have used books from the Business Library, but mostly I use Google.
PERS
ON
AS: N
ON
-USE
R
Other Options OLGA
“PhDs are a lot about networking with many different people across the university… it teaches you to make use of a lot of different resources.”
Age: 27 years old
Rank: Doctoral student
Familiarity with campus: I have been here a few years and know my way around campus.
Research Behaviors: The CU Libraries have helped me get specialized maps and resources but they don’t really have the expertise to help me with my research.
PERS
ON
AS: N
ON
-USE
R
LESSONS LEARNED
RESULTSImportance of relationshipsIndividual help-seeking behaviors People don’t understand what we do
STUDY DESIGNExpand data collectionImprove survey and interview protocolsNo one is allowed to leave!
CON
CLU
SIO
N
IMPLICATIONS
DATA COLLECTIONContinue to collect data Focus on service differences
NEXT STEPSImprove promotion of services Use personas to reconfigure services
CON
CLU
SIO
N
THANK YOU!
CON
CLU
SIO
N
Image credits: Flickr users maysbusinessschool, rdecom, Blackhour