Getting buy-in on user centricity - LITA Forum 2013

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**First slide note - Slideshare doesn't seem to allow transparent images; I promise the first slide WAS readable for the presentation." …

**First slide note - Slideshare doesn't seem to allow transparent images; I promise the first slide WAS readable for the presentation."

Description from the LITA Forum website:

It isn't a new argument: "The library website is for patrons." "But the people who use it the most are staff! What about our needs?"

This session will start with a presentation, outlining my experience building trust within my library, getting buy-in from (most of) the library's staff, and ultimately developing a plan for the library's web presence--a plan in which website analytics and usability testing with patrons are given primary importance.

The remainder of the session will be a discussion, allowing attendees the chance to share their successes and challenges and to get ideas from one another.

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  • 1. Getting buy-in on user centricity Coral Sheldon-Hess LITA Forum, 2013 sheldon-hess.org/coral @web_kunoichi
  • 2. Organizational change
  • 3. UX/Consideration Model Active consideration (even for coworkers!) Active engagement with users Good general practices What staff wants users to want What STAFF wants
  • 4. Active consideration (even for coworkers) Active engagement with users we’re Now here(ish) Good general practices What staff wants users to want Our level in 2009 What STAFF wants
  • 5. We’re … getting there
  • 6. My toolbox • Find common ground • Haters will hate – and that’s OK • Stick to general principles • Build empathy for users • Be patient & persistent • Do “pilot projects” • Prove your expertise
  • 7. Good news!
  • 8. Also good news 3% 11-15% 60-70% 11-15% 3% can’t handle change curmudgeons steady, reliable, but will move with good reason early adopters, leaders over the horizon well poisoners rustlers settlers scouts explorers Credit: Becky Schrieber & John Shannon, at PNLA Leadership Institute.
  • 9. Tell * Sell *Unless you can convince a rustler. 3% 11-15% 60-70% 11-15% 3% can’t handle change curmudgeons steady, reliable, but will move with good reason early adopters, leaders over the horizon well poisoners rustlers settlers scouts explorers Credit: Becky Schrieber & John Shannon, at PNLA Leadership Institute.
  • 10. Stick to general principles
  • 11. Get them in their user shoes • Don’t Make Me Think: A Common Sense Approach to Web Usability (2nd Ed.), by Steve Krug • Creating the Customer-Driven Academic Library, by Jeannette Woodward
  • 12. Be patient, persistent, and consistent
  • 13. Build trust with pilot projects “Can we just try it? We can fix it if it doesn’t work.” (Then you have to actually fix it.)
  • 14. Prove you’re an expert
  • 15. Let’s discuss
  • 16. Photo credits • Cat herding: • • • • • • • • • • www.paulandstorm.com/archives/show-094-flophouses-and-cat-herders/, georgetteoden.blogspot.com/2011/12/gracie-bullyproof-teaches-more-than.html, adamsmith.wordpress.com/2008/11/19/10183/, cheezburger.com/2054909696 UX Chart for Organizations: www.sheldon-hess.org/coral/2013/07/ux-consideration-cmmi/ Tools: guysthatknow.com/2013/05/31/tools-every-man-should-have/ Agree to agree: www.newgrounds.com/art/view/waldflieger/let-s-agree-to-agree-wallpaper **Change chart: Becky Schrieber & John Shannon, at PNLA Leadership Institute. (Hire these people to teach leadership classes! They’re great!) www.schreibershannon.com Books: www.flickr.com/photos/lucamascaro/4934854016/, goodreads.com Stones worn down by water: zazzle.com, www.environmentalgraffiti.com/featured/waterfall-cavescaverns/13402 Plan-do-check-act: www.kaizen-analytics.com/2011/07/web-analytics-plan-do-check-andact.html Web Plan: not available online, but I am happy to share it with you Four leaf clover: onlyhdwallpapers.com/high-definition-wallpaper/four-leaf-clover-by-shadow-angel-looking-fordesktop-hd-wallpaper-477910/ Barrel of coffee: imgc.allpostersimages.com/