Kiosks: A Balancing Act

Kiosks: A Balancing Act
Joanna Aegard, Head of Virtual Services
Thunder Bay Public Library
Manitoba Libraries Conference, May 2010

To share with you work done at TBPL
Motivate you to think about the role of kiosks in your library, and inspire you to nurture them in to their most efficient, useful state
Generate and collect your new ideas for uses of kiosks, and how to study / nurture
What is the purpose of this presentation?

Started in 2007 by the Board’s Community Relations and Services Committee
An Annual audit of selected programs and services is a key duty of this committee
Intent:
to ensure effective outcomes for the community and analysis of dollars spend to do so; and to make recommendations related to said Audit for purposes of budget preparation and services and program planning
Service Audits

What are Kioks?
In-library computer stations where Library customers can access a number of online services.

A bit of history…
http://www.flickr.com/photos/waytoocrowded/321950109/

http://www.flickr.com/photos/bookgeek/2228472581/page2/

To study the role of kiosks in relation to other Library services and collections
Examine sound practices in place at other public libraries (how they use kiosks)
Determine the most effective use of kiosks at TBPL
What was the purpose of this audit?

challenging to communicate function
Provide Web-based services but not open access to the Web
↑ online services and collections = evolving role of kiosk
need to be developed in a mindful way
Why was this audit needed?

Spot the Kiosks!

Cross-departmental and multi-level
Task Force

The Cross-departmental task force worked together and:
Studied how patrons and staff are currently using
Conducted a literature review
Surveyed other Libraries
150 responded to online survey
Developed ten recommendations
Methodology

How Kiosks Were Being Used

“unauthorized sites”…

Re-design main menu
Keep:
OPAC
PC Booking
My Library Card
Web Site
KidsZone
Remove:
Song Index (available via Web site)
Mouse Tutorial (Mouse in the House class offered)
So, we recommend:

Counting Opinions
“catalogue terminals”
8.86 satisfaction (8–10 = very satisfied)
8.84 importance (8–10 = very important)
Comment Forms
A few specific complaints about equipment
Customer Comments

Not much…yet!
Library lit focus on “OPACs”
Business lit very industry specific (airports, retail self-check outs, government services)
Found no standards for number of kiosks, but Ontario Public Libraries Guidelines Council is working on it!
Literature Review

Survey of Other Libraires

Survey said:

OPAC or PAC
Catalogue
Computer or terminal
What do you call yours?
The *what*?!

What does it look like?

Lack of access to the open Web
Not being able to print
Not enough terminals
Common problems

Common challenges
No common solution
So, survey said…

Legislation in the works (in Ontario)
Someone needs to be “in charge” to ensure compliance
Accessibility for people with disabilities = improved usability for all
Accessability

Computers are trending towards:
Smaller
More portable (byo handheld)
touch screens (like Chapters)
“natural user interface” (aka nui)
Pods = bad
In the stacks = good
Attention to trends is essential, in order to avoid getting left behind.
The Future

Edit “you can’t go there” page to direct customers to public internet stations, and include a link back to the main kiosk screen
Remove Song Index and Mouse Tutorial
Recommendations:

the What’s On Calendar’s RSS feed be explored to determine if it can be used for a “Today’s” or “This Week’s” events display on the Kiosks
the main menu of the Kiosks be redesigned

PC Booking software on the Kiosks be reconfigured to allow for “next available station” booking
standard signage for Kiosks be investigated by the Publicity and Publications Committee

access to selected databases in the Virtual Collection be investigated, and implemented if feasible
the Head of Virtual Library Services be responsible for coordinating efforts to ensure Kiosks comply with upcoming accessibility standards

as new Library spaces are planned, consideration be given to placing Kiosks “in the stacks” and not in “pods” with computers designated for other uses
“kiosks” be added as a standing agenda item for the Publicity and Publications Committee

Kiosks in YOUR Library: what’s on them?
The ideal kiosk (dream big!)
One thing you can do now to improve your kiosks
Let’s talk about:

Balas, Janet I. “Extending a welcome to the library and to the internet.” Computers in Libraries 21.2 (2001): 43-5.
Fritz, Mark. “Keys to the kiosk: the temptations of touchscreens.” EMedia 13.4 (2000): 28-39.
Herreras, Mari. "New kiosks will keep visitors in touch." Wenatchee Business Journal 20.9 (Sep. 2006): A6.
Ho, Aldred Tat-Kei and Ni, Anna Ya. “Challenges in e-government development: Lessons from two information kiosk projects.” Government Information Quarterly 22.1 (2005): 58-74.
Johnson, L., Levine, A., Smith, R., & Stone, S. (2010). The 2010 Horizon Report. Austin, Texas: The New Media Consortium.
"Library By Design." Library Journal. Fall(2005): 1.
Liston, Samuel. "OPACs and the Mobile Revolution." Computers in Libraries 29.5 (2009): 6-8, 10-11, 42-7.
Tarnowski, Joseph. "Touch up." Progressive Grocer 86.16 (15 Nov. 2007): 126.
Wisniewski, Jeff. “Next-Gen OPACs: No Time Like the Present.” ONLINE 33.5 (2009): 54-57.
Bibliography

http://www.flickr.com/photos/troutfactory/3707206414/ (kiosk thought balloon)
http://thediversityprojekt.org (elephant balancing)
http://www.libraries.sa.gov.au/webdata/resources/images/CS_signs.jpg (sign post)
www.nuprotechnologies.com/ (futuristic hovering touch screen)
http://mumbai.olx.in/interactive-kiosk-rental-touch-screen-kiosk-rent-touch-screen-kiosk-iid-63591645 (futuristic kiosk)
http://www.southeasternnetworks.com/gallery/img/LSO_PEACH_KIOSK_1.jpg (peach kiosk)
http://www.geministorm.co.uk/wp-content/uploads/2009/08/Tree-House-Kiosk.jpg (tree house kiosk)
http://www.takegreatpictures.com/content/images/kodak_G4_kiosk.jpg (Kodak kiosk)
http://www.weblo.com/property/real_estate/Kiosk/1916504/ (slick kiosk)
http://www.homexplorer.be/shop_hx/kiosk.asp?lang=en (built in to window kiosk)
http://blogs.sun.com/kevinr/entry/minority_report_it_s_really (Minority Report movie pic)
List of Photos used

Joanna Aegard
jaegard@tbpl.ca
Find me on FaceBook
Twitter.com/jaegard
joannasconferencereports.blogspot.com
www.tbpl.ca
Thank you!

Kiosks: A Balancing Act

by Joanna Aegard

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