Usage, Usability and User Support
Report of a discussion group convened at the DLF Forum on 2
April 2000
Dan Greenstein and Denise Troll
Version 1.1
26 May 2000
Participants
Caroline Beebe |
Betsey Patterson |
Kitty Bridges |
Rod Rucker |
Selden Deemer |
Steve Ruddy |
Laine Farley |
Chuck Spornick |
Daniel Greenstein |
Barbara Tillett |
Heike Kordish |
Denise Troll |
David Milman |
Lisa Yesson |
I. Purposes of the meeting
- To identify a research, development, and information sharing
agenda for the DLF that will inform and support its members in
their efforts to evaluate the use and usability of digital
library collections and services.
- To identify user communities and provide support for their
use of digital collections and services.
- To recommend next steps that may be taken to develop the
identified agenda.
II. Research development and information sharing agendas
identified
The group identified three broad areas that might benefit from
some shared effort:
1. Research methodologies and their application in the
digital library context
- Identify, evaluate, and determine the potential shared
application of quantitative and qualitative research methods
appropriate for evaluating the nature, extent, quality and
effectiveness of the use and usability of digital collections and
services.
- Encourage commercial vendors and local developers to apply
whatever learning results from use and usability studies in the
design and development of digital library collections, services,
and applications.
- Encourage application of whatever learning results from use
and usability studies in the development of user support services
and in professional development activities (e.g. for public
service librarians)
2. User support in a 24/7 digital library
- Identify communities that use physical as well as digital
libraries.
- In part through an environmental scan of current practice,
identify, evaluate, and determine the potential shared
investigation of methods appropriate for delivering public
service functions and user support in a 24/7 digital library
service environment.
- Contribute to the development of performance measures, best
practices and knowledge management appropriate to 24/7 user
support services.
3. The library as space
- Study the use of the library as both a physical and virtual
place.
- Identify social interactions in the physical library that are
not currently available in the digital library, determine which
social interactions are essential to the mission and values of a
library and investigate ways to support these interactions in the
digital library environment.
These three areas are intrinsically inter-related. The
research methodologies developed to evaluate use and usability of
digital collections and services (area 1) will inform strategies
for supplying user support in the 24/7 digital library (area 2)
and decisions about the utilization of library space (area 3).
Similarly investigations into the use of library space (area 3)
and, for example, the importance of encouraging social
interactions, will inform the development of 24/7 support
services (area 2) where such interactions may also be encouraged
albeit in an online environment.
Despite the inter-relatedness of the three areas, the
participants felt that the DLF should focus initially in a single
area. Priority was given to research methodologies and their
application to analyses of the nature, extent, quality, and
effectiveness of use of digital library collections and services
(area 1).
Given the work currently being conducted by ICOLC and other
organizations to develop measures appropriate to assessing use of
commercial data resources, the DLF initiative will concentrate on
measures appropriate to assessing the use of non-commercial
collections and services.
Clearly, any research results arising from such a program
would need to be assessed in light of their implications for user
support services and the allocation and use of library space.
III. Next steps
The group outlined a six-step implementation process for work
in the first of these three areas, i.e., methods for evaluating
and enhancing the use and usability of digital library
collections and services. (The same steps might apply to work
undertaken in the other two areas.)
Step 1. Prepare a problem statement addressing the question
"why do libraries need to analyze the use and usability of
digital collections and services?"
Draft problem statement: Libraries need to assess the use and
usability of digital collections and services to do or
improve:
- Capacity planning (e.g. networking, hardware and
software)
- Systems design (e.g. the appearance and functionality of
systems that deliver digital collections and services)
- User support (e.g., the design and organization of support
services)
- Collection development (e.g. the acquisition of third-party
commercial content and services; selection of locally managed
content for digitization)
- Strategic planning (e.g., the library's institutional role,
organization, funding and developmental direction)
Although both qualitative and quantitative methods exist and
are being deployed to meet some of these assessment needs, there
is substantial room for shared activity to help libraries:
- Articulate more precisely the kinds of data required to
support their assessment needs
- Identify, evaluate and share information about appropriate
methods, tools and techniques and how they may be applied to
gather these data
- Develop comparable datasets and analyses that reduce
redundant effort while enhancing a collective understanding of
user needs, expectations and behaviors
- Advocate amongst third-party content and service providers to
supply relevant data that meet the library's needs
- Learn from and build upon relevant experience and expertise
that exists outside the library sector
Step 2. Identify specific assessment needs, the kinds of data
that are being generated to meet them, and the methods being used
to generate and analyze those data.
Initially the process will involve limited telephone survey
involving as respondents professionals at DLF member institutions
who are currently involved in assessing use and usability of
non-commercial digital library collections and services.
In conducting this survey, the DLF will be looking for
respondents who have experience in applying any of the assessment
methods listed in column a below to any of the collections or
services that are listed in column b.
Method of assessment
(column a) |
Collection or service assessed
(column b) |
Aggregate transaction log analyses - statistics on the
number, domain origin, pattern of use etc. made of online
collections, services, web pages, etc. |
Digital collections developed by or in partnership with the
library and based in part on digital surrogates of library
holdings |
Individual (user/session) transaction log-analysis - tracking
online behavior of individual users or sessions (e.g. using
click-stream analysis, logs generated by desktop based tracking
software, etc) |
Online catalogues, indexes or finding aids developed by the
library (e.g. OPAC, archival finding aids, indexes of third-party
Internet resources) |
Group (focus/group) review of collection/service |
Library web site |
Monitoring live individual use of collection service (e.g. by
video, talk through, etc) |
Specific online services (e.g. ILL, ILS, e-reserves, online
reference services) |
Use of survey questionnaires (whether printed, web-based,
email driven) |
Features associated with specific services or collections
(e.g. user profiling, help, search and retrieve) |
Manual tracking of use |
Beta versions of online collections, services, or any
specific features associated with these |
Other (please specify) |
Other (please specify) |
Respondents will be asked to discuss what they hope to learn
from their assessments, the data they are generating, how they
are generating and analyzing those data, and how they are using
the results they are obtaining. They will also be asked for any
methodological documentation that describes their efforts and for
reports based in whole or in part on the results they are
obtaining.
Step 3. Develop a bibliography of relevant "publications"
which discuss relevant assessment methods and identify and
involve any interested library organizations (e.g. ICOLC, ARL)
and individuals from outside the library community who have
relevant expertise.
Step 4. Develop an inventory of current research practices at
DLF member sites and elsewhere, both within and outside the
library community.
Development of the inventory may rely upon two modes of data
collection:
- Extending the survey indicated above in step2 to a broader
community of respondents;
- Commissioned research into assessment methods and their
application within and outside the digital library arena.
Step 5. Conduct evaluation and gap analysis.
Convene a workshop of experts to evaluate the effectiveness of
research methodologies inventoried in step 4 in meeting specific
assessment needs. The outcome of the workshop will identify where
assessment needs are and are not being met with existing research
methods.
Step 6. Initiate further work, as appropriate.
Based on the outcome of the meeting in Step 5:
- Where assessment needs are not being met with existing
research methods, initiate appropriately focused research and
development work to devise methods to meet these needs.
- Where assessment needs are more or less being met with
existing research methods, explore prospects for sharing the
research results generated with these methods.
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