20. Project Objective
• To understand and meet the expectations of
public library users for services, content, and
virtual interaction.
20
21. Personas Defined
• 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.
21
22. Personas
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
Henry 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
41 Years Old, personal level, he does want to know about the schedules that the applications are on so he can plan. He's
Software Design Engineer frustrated that there's no place you can go to find product information all in one spot.
U.S. Info-Seeking Behavior: When Henry needs specific information, he generally e-mails or phones
12 Years at the company. 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.
Single,
MS Comput.Sci 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. . . .
22
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
23
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
25
26. Anecdote Circles
The five (5) workshops held in Starter Statements
April-May 2005 Describe a day that involved coming to the
library.
Describe a day that you wanted to come to the
– Bergen County Public Library, NJ library but couldn’t.
Give us an example of when you learned
– Buffalo Erie Public Library, NY something from others at the library.
– Cleveland Public Library, OH Give us an example of when you tried to learn
something from others at the library but didn’t.
– Hamilton Public Library, ON
Give us an example from the past when you
– S.A.I.L.S. Middleboro, MA 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?
26
27. Summary Groupings
Archetypes Themes Values
Good Citizenship
Patrons Interaction Community
Library Staff Technology Learning
Money Efficiency Quality
Library Services and Money Efficiency
Facilities Money/Risk
Issues Ideal State
27
28. Archetypes: Characters
Archetype Summary
12
Number of Archetypes
Good Citizenship
10
8 Patrons
6 Library Staff
4
2 Money
0
Library Services
Archetype Names and Facilities
28
29. Good Citizenship Archetypes
Well-Rounded Citizen
(13 attributes) Collaborate
Community brings
people together
Cozy
Diverse activities
Encourage creativity
Good use of our money
Human contact Bergen
Intellectual County
opportunities
Kids feel safe
Nurturing
Opportunities – social
Security
Willing to chat when
time permits
29
30. Good Citizenship Archetypes
Strong Community Leader
(6 attributes)
Community builder
Connected
Connecting with
community
SAILS
Gives people mission
Networking
Pulls community
together
30
31. Patron Archetypes
Frustrated Patron
(12 attributes) Annoying
Books out of print
Disruption
Indifference
Lack of wireless
No tape player
Online services
unavailable Cleveland
Out of date
Physical pain
Ripped/missing
pieces, out of date
magazine
Wasted resources
Wasted space
31
32. Patron Archetypes
Inquisitive Power User
(12 attributes)
After hours usage
Broader search results
Computer use
Introduction to new
things
Lots of preferences
No online access outside
Cleveland
of library
Not a free service
Open to public
Outside sources
Search method
Universal access
Ways to get information
32
33. Patron Archetypes
Disengaged Seeker
(9 attributes)
Can’t get book you want
(timely)
Don’t listen to reviews/bad
reviews (NPR Reviews)
Embarrassing
Fear of puppets
Forgot card/license Cleveland
Head aches
Injuries
Some people consider a
waste of money/space
(crafts)
Too long
33
34. Library Staff Archetypes
Ultimate Tour Guide
(7 attributes)
Advance reserve on new
materials
Abundance of items
One-stop shopping
Video/DVD lost in drop
box Buffalo-Erie
Access to materials never
afford
Up to date, current
materials
Diversity of materials
34
35. Library Services Archetypes
Out-of-Date IT
(6 attributes)
Access to PC’s
Message is too long
(automated computer
system) Hamilton
Not enough computers Public
Slow re-boot
Strong database
Technical-media options
35
36. Library Services Archetypes
“Something for Everyone” Resources
(4 attributes)
Can’t remove reference
material
Extensive collection
Hamilton
Library for books, not
Public
movie rentals
Library for education films,
not Hollywood movies
36
37. Themes: Issues and Problems
Themes
20
Number of Themes
15 Interaction
Technology
10 Efficiency
Money
5
Other
0
Theme Names
37
38. Values: Behaviors and Actions
Values
10
9
8
Number of Values
Community
7
Learning
6
Quality
5
Efficiency
4
Money/Risk
3
Other
2
1
0
Value Grouping
38
41. Example Focus Areas
Content Service Functionality
SMI Attributes Themes SMI Attributes
Vast Information Equal Access to Services Cuts Down Searching
Dedicated Local Library Ease of Use and Too Many Features
Directories Efficiency
In-depth Knowledge Meeting Customer Archetypes
Available Needs Satisfied Customer
Archetypes Archetypes
Something for Frustrated Patron Values
Everyone Resources Information Access
Values Self-Learning
Qualities Quality Librarian
Library Material Types Services
41
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.
44
45. 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.
46. Trans-Literacy: Measure the Impact(s)
Community literacy News literacy
Reading literacy Technology literacy
Numeracy Information literacy
Critical literacy
Media literacy
Social literacy
Computer literacy Adaptive literacy
Web literacy Research literacy
Content literacy Academic literacy
Written literacy Reputation, Etc.
48. Sample charts of Top Library
Questions
Stephen Abram, MLS
Gale Cengage Learning
49. 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 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 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 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 , language learning
50. Relative Patron Interest in Various Areas
Finding People / Biographies
Choosing a School, Program/Degree, College or University / College Planning
History Studies (Civil War, WW2, etc.)
World Cultures/Understanding Our World
Small and Medium-sized Business Support
Entrepreneurship and Consulting
Adult Literacy / ESL
Parenting and Child Development
Business. Leadership and Management
Book Clubs / Community Reading / Summer Reading
Coming to America or our Community (Immigration, Moving)
General Reference / Quick Answer Questions (e.g. telephone …
Retirement and Seniors Services
Religion and spirituality
Personal Finance and Investments / Financial Literacy
Supporting College credits, Distance Education, and Adult Continuing Education
Travel and Vacation, Tourism Support
Reading Choices and recommendations, books & authors
Careers (jobs, counseling, etc.)
Self-help/personal development
Government Programs, Services and Taxation
Technology Skills (software, hardware, web) Top 13
Homework Help (grade school)
Consumer reviews (Choosing a car, appliance, etc.)
Local History
Hobbies, Games and Gardening
Legal Questions (including family law, divorce, adoption, etc)
Test prep (SAT, ACT, occupational tests, etc. etc.)
Genealogy
DIY Do It Yourself Activities and Car Repair
Health and Wellness / Community Health / Nutrition / Diet / Recovery
0.00 0.20 0.40 0.60 0.80 1.00 1.20
51. 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
52. Resource Levels for Top Ten Areas of Patron Interest (Question 1)
Technology Skills (software, hardware, Internet/web) 51.7% 48.3% 0.0%
Test prep (SAT, ACT, occupational tests, etc.) 58.3% 41.7% 0.0%
Legal Questions (including family law, divorce, adoption, etc) 60.0% 35.0% 5.0%
Genealogy 60.0% 31.7% 8.3%
DIY Do It Yourself Activities and Car Repair 67.8% 30.5% 1.7%
Enough
Not Enough
Homework Help (grade school) 72.9% 25.4% 1.7%
Not Applicable
Local History 75.9% 22.4% 1.7%
Health and Wellness / Community Health / Nutrition / Diet / Recovery 81.7% 16.7% 1.7%
Consumer reviews (choosing a car, appliance, etc.) 83.1% 15.3% 1.7%
Hobbies and Gardening 88.3% 10.0%
1.7%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
53. Student Homework Support - Level of Requests by Area
100% 0.0%
1.7% 0.0%
1.7% 0.0%
1.7% 1.7% 0.0% 1.7%
1.7% 3.4%
10.0% 11.7%
13.3% 13.3%
90%
22.0%
80%
20.0%
44.1%
70%
56.9%
43.3% 38.3% 38.3%
60%
N/A
42.4%
35.0% Not at all Common
50%
Slightly Common
Common
40% Very Common
39.0%
30%
22.4%
45.0% 46.7% 46.7%
20%
32.2% 33.3%
12.1%
10% 11.9%
5.2% 3.4%
0%
History / Social Studies
Science / Science fairs) Biographies
Special Events (Black (or Hispanic, Asian, Native American) Studies Month)
Literature Women’s History Religion
54. Areas of World Which Generate Most Questions
100% 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%
6.90%
11.67% 17.24% 14.04% 17.24% 17.54%
90% 18.97%
23.33% 22.03%
28.30% 31.03% 30.51%
80% 39.66%
34.48% 42.37%
28.33%
70%
36.21% 41.38%
60% 47.37%
56.90% 57.89%
50% 50.00%
55.93%
49.06%
51.72%
40% 52.54% N/A
39.66% 38.33%
46.55%
Not at all Popular
45.76%
30% Slightly Popular
37.93% 32.76% 22.81% Popular
20% Very Popular
14.04%
24.14% 20.00%
18.87% 16.95% 10.34%
10% 18.97% 20.00%
14.04% 15.25% 13.79%
10.53% 8.47%
6.90% 8.62% 6.90%
5.00% 3.39%
0% 1.72% 1.89% 0.00% 0.00% 1.69%
55. 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).
57. Top 12 Patron Hobbies
Recreational Reading
Cooking & Recipes
Computers
Movies & Film
Exercise, Cycling & Walking
Traveling, Tourism & Vacations
Music
Pets
Gardening
Television Shows
Arts & Crafts
Knitting & Needlecrafts
0 10 20 30 40 50 60 70
I made a mistake and left out photography as a hobby.
58. Patron Hobbies - All
Recreational Reading
Cooking & Recipes
Computers
Movies & Film
Exercise, Cycling & Walking
Traveling, Tourism & Vacations
Music
Pets
Gardening
Television Shows
Arts & Crafts
Knitting & Needlecrafts
Diet & Nutrition
Religion & Spiritual Activities
Genealogy
Carpentry, Home Repair & Additions
Antiques & Collectibles
Video Gaming
Volunteer Work
Outdoor Life
Creative Writing
Cars, Motorcycles
Board & Card Games
Summer Sports
Painting & Sculpture / Art Appreciation
Adult Individual Sports
Other
Home Entertaining, Picnics & Parties
Live Theatre
Sewing
Adult Team Sports
Children's Sports
Golf
Woodworking
Winter Sports
Stamp collecting
59.
60.
61. National Library Customer Satisfaction
Data
Specific Database Results from Usage
Year One: Aug. 2009 – Sept. 2010
Sample: More up to date and local data is available
62. 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?
63. Top-Level Benchmarks
Gale-Cengage Browse Survey
August 01, 2010 - August 31, 2010
90 90 90 89 90 90 90 90 90
88 87 87
85 84
78 77
71 75 76
73 74 74
72 72 72
71
Gale Library
70
68
70 69
65
62
Databases Compare 59 59
48
41
Very Well 48
30 30
to Other
30
33
37
30 30
Web Experiences
0
65. Gale-Cengage Browse Survey
Priority Map
October 01, 2009 - October 31, 2009
STATUS QUO REQUIRED MAINTAIN OR IMPROVE
High
Site Performance
74, 0.4 Content
73, 1.1
Library
SCORE
72
Search
Look and Feel
68, 0.4
Needs to
Navigation
67, 0.9
Improve Search
67, 2.8
Low
62
0.2 Low MONITOR 1.2 TOP PRIORITY
2.2 High
Key:
Position of each bubble indicates its score and impact IMPACT
Size of each bubble also indicates the relative size of impact
66. Who uses e-Resources?
High School Student 29%
University/ College Student 28%
Librarian
The Core User
15%
Other, please specify 7%
For Library
Teacher 5%
E-Resources
Other Professional 5%
is Clear
Professor 5%
Middle School Student 5%
Elementary School Student 1%
0% 5% 10% 15% 20% 25% 30% 35
67. Gale-Cengage Browse Survey
Did you find what you were looking for?
August 01, 2009 - September 06, 2010
(N: 10486)
Don't know yet
20%
Database Users
No
Are Being
20% Yes
Successful 60%
68. Gale-Cengage Browse Survey
Which search engine do you primarily use to do online research?
August 01, 2009 - September 06, 2010
(N: 10486)
Ask.com
Yahoo.com 3%
6%
Other, please specify
10%
Google.com
81%
69. Gale-Cengage Browse Survey
What type of difficulty, if any, did you encounter with the navigation process on this website?
August 01, 2009 - September 06, 2010
(N: 10486)
Links/labels are
Had technical difficulties difficult to understand
(e.g. broken links, error 4%
messages)
4%
Too many links or
navigational choices
5%
There are
Could not navigate back to
previous information
8%
Would often feel lost, not
know where I was
Training and
Did not have any difficulty
navigating the site
Communication
8% 52%
Other, please
specify
9%
Opportunities
Links did not take me
where I expected
10%
70. Gale-Cengage Browse Survey
What is your gender?
August 01, 2009 - September 06, 2010
(N: 10484)
Prefer not to respond
8%
More Males Use
Male
33%
Library
Databases Female
59%
Than Usual
71. Gale-Cengage Browse Survey
What is your age?
August 01, 2009 - September 06, 2010
(N: 10486)
Prefer not to respond
7%
26-35
10%
There is Not 18 and under
30%
19-25
11% A Demographic
Swing in Online
36-50
19% Usage 51+
23%
72. Gale-Cengage Browse Survey
Do 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)
No
9%
Library Users
Trust Library
Haven't thought about it
18%
Databases
More. Yes
73%
73. Gale-Cengage Browse Survey
Which best describes the purpose of your research today?
August 01, 2009 - September 06, 2010
(N: 10486)
Just browsing
Other, please specify 5%
6%
Personal
interest
10%
School is the
Sweet Spot –
Professional project
But Other Users
17% School assignment
62%
Abound Too.
74. Gale-Cengage Browse Survey
Which best describes your role on this website today?
August 01, 2009 - September 06, 2010
(N: 10486)
High School Student 29%
University/ College
28%
Student
Librarian 15%
Library’s
Other, please specify 7%
Natural Allies
Teacher 5%
Are Big Users
Other Professional 5%
Professor
& Potential
5%
Middle School Student 5%
Partners.
Elementary School
1%
Student
0% 5% 10% 15% 20% 25% 30% 35%
75. Gale-Cengage Browse Survey
How did you find out about this website?
August 01, 2009 - September 06, 2010
(N: 10486)
Other, please specify Web search
5% engine
3%
Used in the past
7%
Wow! Only 29% of
Librarian
Users Find 32%
E-Resources
Teacher
24%
Through Our
School or library website
Websites. 29%
76. Gale-Cengage Browse Survey
How frequently do you use this website?
August 01, 2009 - September 06, 2010
(N: 10486)
Every 6 months or less
7% Daily
7%
About once every 3 months
And 39% of Your
8%
Users Are in Your First time
36%
Databases for
About once a month
10%
For the Very
Several times a
week Several times a month
14%
First Time! 18%
77. Gale-Cengage Browse Survey
Recommend - Scores and Distributions
August 01, 2009 - September 06, 2010
(Avg. Score: 71)
Your Users
Will
Recommend
Your Databases
How likely are you to
recommend this site to
someone else? 12% 2%3%3% 5% 5% 7% 11% 14% 39%
Avg Score: 7.4
N*: 10486
0% 20% 40% 60% 80% 100%
* N values exclude
"Don't Know" 1 2 3 4 5 6 7 8 9 10
78. Gale-Cengage Browse Survey
Primary Resource - Scores and Distributions
August 01, 2009 - September 06, 2010
(Avg. Score: 65)
Your Users
Respect
Your Databases
How likely are you to
As Primary
use this site as your
primary resource for
your research needs?
12% 3% 4% 4% 6% 7% 10% 14%Sources 13% 27%
Avg Score: 6.9
N*: 10486
0% 20% 40% 60% 80% 100%
* N values exclude
"Don't Know" 1 2 3 4 5 6 7 8 9 10
79. Gale-Cengage Browse Survey
Likelihood to Return - Scores and Distributions
August 01, 2009 - September 06, 2010
(Avg. Score: 76)
Your Users
Are
Likely to
Return
How likely are you to
return to this site?
9% 2% 2% 4% 4%
2% 7% 11% 14% 46%
Avg Score: 7.9
N*: 10486
0% 20% 40% 60% 80% 100%
* N values exclude
"Don't Know" 1 2 3 4 5 6 7 8 9 10
80. Gale-Cengage Browse Survey
Satisfaction - Scores and Distributions
August 01, 2009 - September 06, 2010
(Avg. Score: 67)
Your Users
How does this site
compare to your idea of
Evaluate
an ideal website? 10% 3% 4% 4% 7% 8% 13% 18% 15% 19%
Avg Score: 6.8
N*: 10486 Your Services
as Meeting
Expectations.
How well does this site
meet your
expectations? 10% 2%3% 4% 6% 6% 11% 18% 18% 22%
Avg Score: 7.1
N*: 10486
What is your overall
satisfaction with this
site? 9% 2% 3% 5%
3% 7% 11% 18% 19% 23%
Avg Score: 7.2
N*: 10486
0% 20% 40% 60% 80% 100%
* N values exclude
"Don't Know" 1 2 3 4 5 6 7 8 9 10
81. Gale-Cengage Browse Survey
Site Performance - Scores and Distributions
August 01, 2009 - September 06, 2010
(Avg. Score: 75)
Please rate the ability to
load pages without
getting error messages
7% 1% 2%3% 4%
2% 6% 14% 19% 42%
on this site.
Avg Score: 8
N*: 4659
Please rate the
consistency of speed
from page to page on
7% 1% 2% 5%
2% 6% 11% 19% 20% 28%
this site.
Avg Score: 7.7
N*: 4661
Please rate how quickly
pages load on this site.
7% 1% 3% 5%
2% 5% 12% 18% 20% 27%
Avg Score: 7.6
N*: 4660
0% 20% 40% 60% 80% 100%
* N values exclude
"Don't Know" 1 2 3 4 5 6 7 8 9 10
82. Gale-Cengage Browse Survey
Search - Scores and Distributions
August 01, 2009 - September 06, 2010
(Avg. Score: 66)
Please rate how well
the search feature
helps you to narrow the
11% 3% 4% 4% 6% 8% 12% 17% 15% 21%
results to find what you
want.
Avg Score: 6.8…
Please rate how well
the search results help
you decide what to
11% 2% 3% 4% 6% 8% 12% 18% 15% 21%
select.
Avg Score: 6.9
N*: 10486
Please rate the
organization of search
results on this site. 9% 2% 3% 5%
3% 7% 12% 19% 16% 24%
Avg Score: 7.2
N*: 4659
Please rate the
relevance of search
results on this site. 9% 3% 3% 4% 6% 8% 11% 17% 17% 22%
Avg Score: 7
N*: 4661
0% 20% 40% 60% 80% 100%
* N values exclude
"Don't Know" 1 2 3 4 5 6 7 8 9 10
83. Gale-Cengage Browse Survey
Navigation - Scores and Distributions
August 01, 2009 - September 06, 2010
(Avg. Score: 66)
Please rate the number
of clicks to get where
you want on this site. 10% 3% 6% 6% 7% 8% 11% 17% 13% 19%
Avg Score: 6.6
N*: 4661
Please rate how well
the site layout helps
you find what you are
9% 2%3% 4% 6% 8% 13% 19% 16% 21%
looking for.
Avg Score: 7
N*: 4658
Please rate the options
available for navigating
this site. 9% 2%3% 4% 7% 7% 13% 20% 15% 21%
Avg Score: 7
N*: 4663
Please rate how well
the site is organized.
9% 1% 3% 6%
2% 6% 12% 21% 16% 24%
Avg Score: 7.3
N*: 4661
0% 20% 40% 60% 80% 100%
* N values exclude
"Don't Know" 1 2 3 4 5 6 7 8 9 10
84. Gale-Cengage Browse Survey
Look and Feel - Scores and Distributions
August 01, 2009 - September 06, 2010
(Avg. Score: 68)
Please rate the
readability of the pages
on this site. 7% 1% 2% 5%
2% 5% 11% 19% 18% 30%
Avg Score: 7.7
N*: 4659
Please rate the balance
of graphics and text on
this site. 8% 2%3% 5% 8% 9% 13% 19% 15% 20%
Avg Score: 7
N*: 4658
Please rate the visual
appeal of this site.
9% 2% 4% 5% 8% 10% 13% 16% 14% 20%
Avg Score: 6.9
N*: 4663
0% 20% 40% 60% 80% 100%
* N values exclude
"Don't Know" 1 2 3 4 5 6 7 8 9 10
85. Gale-Cengage Browse Survey
Content - Scores and Distributions
August 01, 2009 - September 06, 2010
(Avg. Score: 73)
Please rate the
freshness of content on
this site. 9% 1% 3% 6%
2% 7% 12% 18% 18% 26%
Avg Score: 7.4
N*: 4662
Please rate the quality
of information on this
site. 8% 1% 2% 4% 5%
2% 9% 18% 20% 31%
Avg Score: 7.7
N*: 4661
Please rate the
accuracy of information
on this site. 8% 1% 2% 5% 4%
2% 8% 18% 22% 31%
Avg Score: 7.8
N*: 4660
0% 20% 40% 60% 80% 100%
* N values exclude
"Don't Know" 1 2 3 4 5 6 7 8 9 10
86. There’s Great News!
We have Room for
Improvement BUT
Library Databases Compete
Very Well with User
Expectations and
Needs Fulfillment.
87. Gale-Cengage Browse Survey
Number of Survey Respondents
August 01, 2009 - September 06, 2010
1,800
The School
1,600
Cycle Drives
1,400
1,200
Many Usage
Scenarios
Number of Respondents
1,000
800
600
400
200
0
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
Time Periods
