Embodying IA

Slide 1: Embodying IA: Incorporating Library 2.0 & Experience Integration Concepts in a Small Public Library Renovation Michael Magoolaghan ‣ I work for Vanguard, but this case study focuses on some volunteer work I did for my local public library, where I’ve been on the board of trustees for about 7 years. ‣ Two takeaways: 1) how to tackle a major redesign effort with minimal budget & resources, and 2) how to start integrating physical & virtual information spaces. ‣ NOTE: Additional photos & blueprints are available via my CrowdVine profile.

Slide 2: ‣ How many of you saw Joshua Prince-Ramus’ keynote at last year’s Summit, or his talk at TED 2006? Or have seen MAYA Design’s work on the Carnegie Library of Pittsburgh (“Designing for a Pervasive Information Environment”)? ‣ To set expectations: this is NOT on the scale of either of those two projects. ‣ It also differs in that a) it’s still in process, and b) we had a much smaller budget.

Slide 3: Welcome to the Media-Upper Providence Free Library ‣ Our focus today is a 100+ year-old library in the heart of Media, PA (Est. 1901). ‣ Serves population of 16,000 in central Delaware County, PA ‣ It inhabits a ramshackle building cobbled together out of three separate structures. The library has been located at this corner (which is prime real estate in the heart of the borough) since 1954.

Slide 4: Computer Area & Non-Fiction Stacks ‣ The library is heavily trafficked: 7,800 visitors per month ‣ 80,000 items checked out in 2007 ‣ Average of 1,570 computer users/month (very high demand!)

Slide 5: Children’s Room ‣ Known for cozy space, children's programming & personal touch ‣ Lots of summer reading programs, science programs, storytimes, etc. ‣ Some teen/young adult programming as well

Slide 6: Media Historic Archives ‣ Media Archives room - not run by the library but located in the building. ‣ A treasure trove of documents & artifacts collected by Frank Lees, “town historian.” ‣ Open by appt. only & materials not being preserved properly.

Slide 7: Project goals ‣ Meet growing needs ‣ Renovate building ‣ Redesign website ‣ Integrate the two experiences ‣ Evolve the service model ‣ Little library, BIG project. ‣ Genesis: To help develop a Long-Range Plan we brought in a consultant who said, “My, you’ve got a space problem!” ‣ Mandate in the borough’s Comprehensive Plan Update: “Renovate & update the library.”

Slide 8: The Big Picture Long-Range Planning Report Building Track Website Track 2007 Space Needs Assessment Analysis of User Research Current Site Field Investigation Code Analysis +1 yr Existing Conditions Report Redesign of Web Site Redesign the User Experience Preliminary Design & Cost Estimate Correlation of Wayfinding Systems Architectural Rendering +3-4 yrs ? Develop Construction Documents ‣ Modified version of a slide I developed for a community presentation last year. ‣ Instead of treating the 2 tracks separately, we needed to approach things holistically. ‣ What we are essentially trying to do is redesign the end-to-end user experience. ‣ Also: this is not a one-off project but an ongoing effort.

Slide 9: Challenges ‣ Quite a few!

Slide 10: Money 2007 Budget ‣ Probably the biggest challenge. ‣ NOTE: Budget for user research, architectural services, and website redesign: $0 !

Slide 11: Time ‣ This is a page from our Long-Range Plan. ‣ Almost all volunteers with full-time jobs (including me). ‣ Needed to continue to do our regular board work.

Slide 12: System constraints ‣ Part of a 26-member system (DCLS). ‣ Local management, but shared catalog, computer system & collections. ‣ DCLS has 2 support people for 26 libraries - it took years to get Millenium running.

Slide 13: Uncertainty What information, entertainment & related needs will our patrons have in 2012? 2017? ‣ (Image: Amazon Kindle) ‣ This is the tricky part. ‣ The short answer: we don’t really know. Adaptability is key.

Slide 14: “Library 2.0”? ‣ Problem: We had a Big Picture, but we didn’t have a vision. ‣ To develop one, we had a robust discussion around this concept of “Library 2.0” that some board members and staff had been hearing about. ‣ For those of you in the audience that haven’t encountered this term before, what would you THINK it’s all about?

Slide 15: Not Exactly. ‣ End-user tagging of catalogue items? User ratings & reviews? ‣ Social networking (“conversations”)? Personalization? The “long tail”?

Slide 16: It’s not about technology, it’s about the service model.

Slide 17: Library 2.0 principles ‣ User-centered planning ‣ Participatory, user-driven services ‣ Constant & purposeful change “Technology, while an excellent tool that libraries can use to work toward Library 2.0, is not a primary element of this model.” -- Casey & Savastinuk ‣ A hotly contested concept in the library world, but I’m going with an early definition. ‣ Michael Casey & Laura Savastinuk - early proponents of Library 2.0. ‣ SIDE NOTE for those of us in corporate environments: Before we rush to implement the latest Web 2.0 gizmos, perhaps we should think about how they fit our company’s service model?

Slide 18: Know your community ‣ Hmm... User-centered design shares the same precept. ‣ Also need to know who in community is NOT using library -- and why. ‣ M-UP Library is small enough to easily get to know patrons, if we make the effort.

Slide 19: Library 2.0 elements High Tech Low Tech • Electronic surveys • Paper surveys • Online book clubs • On-site book clubs • Suggestion forms • Suggestions box • Project websites • Patron advisory boards • Online polls • Focus groups • Podcasts • Planning presentations • Blogs & discussion boards • Roundtables / town halls • Chat groups • Friends of the Library meetings • Email blasts & RSS feeds • 2nd Saturday & street fair booths • Pagecasts • Council meeting presentations • Online contests • Essay contests • Videocasts • Invite patrons to board meetings ‣ For libraries like M-UP that don’t have a large technical services staff or I.T. budget, there ARE ways to begin adapting this approach. ‣ This realization gave us permission to say, “OK, we can start moving in this direction.”

Slide 20: feedback ‣ It’s all about creating & sustaining a feedback loop.

Slide 21: Separate tracks

Slide 22: Track 1: Building renovation Children's 50 0 Young Adult 10 5Programming Projections Adult % 10 5 Seniors 50 10 5 Computer training 15 10 40 Type Relative % Book Clubs 5 Space Needs Assessment 30 Children's 50 Young Adult 10 s ive ch Adult 20 10 Ar rea ric A Seniors 10isto ance fice H tr Rich Bowra f Computer training 15 En or's O ice e ct O ff 10 Dir er's ing B kk oo k Pr room o p ee ces s o s Building Consultant h t 0 Bo Bat Adul ing bs s ult ain Clu ng ' uren nce Ad du lt nio rs tr k od re il ng A Se ter Bo o CY efe a h Yo u mp u R are Co g rs din ute rea als/ omp on* dic C ti rio ublic ircula n's Pe P C ldre i Ch ction nfi on No icti ult F Ad dult 0 20 0 40 0 60 0 80 0 00 00 A 10 12 Square Feet ‣ Rich’s tasks: 1) Analyze collection, 2) Project programming needs, 3) Assess future space needs, and 4) Suggest ways to adapt or expand the existing space.

Slide 23: Architectural work Bob Linn tasks: ‣ Document current state ‣ Assess expansion options ‣ Incorporate space analysis ‣ Develop 3-D illustrations

Slide 24: Options: 1) A new 1,000 S.F. one (1) story addition at Area E. 2) A new 2,000 S.F. one (1) story addition at Area F. 3) Demolish Areas C & J, and add a 3,000 S.F. one (1) story addition at Areas C & F. 4) Demolish Areas C & J, and add a two (2) story addition at Areas C & F - 3,000 S.F./floor. ‣ Blueprint for the library’s 1st floor - the colored blocks show the main areas. ‣ Linn provided 4 options for expansion, given the library’s land-locked situation.

Slide 25: Track 2: Website redesign ‣ Former board president hosts website on his personal server & owns the domain ‣ Biggest issue: staff can’t update content directly

Slide 26: To the rescue Wei Ding ‣ Drexel is a local university with a graduate program in Library & Information Science. ‣ Tackled: 1) Analysis of current site, 2) User interviews, 3) Persona development, 4) Some preliminary visioning work

Slide 27: User objectives ‣ After interviewing board members, staff and some patrons, they identified some high- level objectives...

Slide 28: Analysis of current site Heuristic Analysis ‣ They also did a server log and heuristic analysis of the current site...

Slide 29: Personas ‣ They then developed some basic personas...

Slide 30: Site map ‣ ... and overhauled the site map.

Slide 31: Wireframes ‣ They even came up with a rough HTML prototype for the redesign. ‣ The students kept the ball rolling and gave us a leg up on the next phase.

Slide 32: Bringing it all together ‣ So, we now had a space needs/programming analysis, an assessment of building options, and some ideas for a new website. ‣ But we had no idea how to integrate the two experiences (physical & virtual). ‣ Before moving any further, I insisted that we do some more USER RESEARCH. ‣ Why? Because (except for the Drexel students), we had input from a lot of experts, but not enough from actual USERS.

Slide 33: User research What activities do patrons pursue? What obstacles do they encounter? How can we improve the end-to-end experience? ‣ Focused on 3 key questions.

Slide 34: Research program - patrons ‣ Focus Groups ‣ Interviews ‣ Card sorts ‣ Survey ‣ Observation ‣ Here’s my actual set up: whiteboard, markers, sticky notes, digital camera. ‣ Did a series of card sort exercises with users while I interviewed them... they loved it!

Slide 35: Patron Input ‣ Here’s what we wound up with... a beautiful mess, but with lots of great data. ‣ Asked users to show me how they did stuff... lots of points of pain bubbled up.

Slide 36: ‣ Also conducted a 10-question survey using Survey Monkey (free). ‣ Both online and paper, with a mix of quantitative and qualitative (open-ended) questions. ‣ High participation rate, with good representation across the 5 key constituencies.

Slide 37: Research program - staff ‣ Weekly card sorts ‣ Staff meeting ‣ Interviews ‣ Director input ‣ Also conducted weekly card sorts with staff over a 1-month period. ‣ Every Sunday, posted a new set of instructions. ‣ Took over their staff break room...

Slide 38: Staff Card Sorts ‣ Week 1: List and group all staff & patron activities. ‣ Week 2: Arrange from hardest (top) to easiest (top). Note WHY. ‣ Week 3: Arrange by online/virtual (top) to manual/physical (bottom). ‣ Week 4: Arrange by patron/staff input required (top) to self-serve (bottom). Also, rank all activities by importance (1= lowest, 4= highest).

Slide 39: Findings

Slide 40: Patron Activities Core Patron Activities 1 Search for & read books (79%) 2 Attend programs (49%) 3 Browse DVDs or CDs (44%) 4 Attend book sale (40%) 11 15 8 Supporting Virtual 5 Explore other materials (28%) 6 Read newspapers & magazines (21%) Peripheral 5 1 5 7 Study or do research (19%) 2 8 Surf Internet / Check email 3 (19%) 4 9 Hang out with friends (11%) Other (6%) 6 Physical 13 10 - pick up / print forms 9 7 10 11 - take computer class 12 12 - play with kids toys 13 - attend Friends group meetings 14 14 Explore historic archives (4%) 15 Play computer games (3%) Self Serve Staff Assisted ‣ Now we actually know what patrons are DOING at the library. ‣ Can better prioritize resources & efforts going forward. ‣ Crucial revelation: while 20% of patrons use the library almost solely to check email/ surf Web, 80% use it to search for & read books... Print resources are still crucial. ‣ CAVEAT: If we had a better website, would more patrons pursue virtual activities? We’ll track this going forward...

Slide 41: Staff Activities The 17 most time-consuming and/or labor intensive activites for staff. Catalog & prepare Write checks/payroll ILLs Online research Monitor patron new materials to add (Access PA, OCLC) behavior to collection Weed collection Design, publicize & Teach patrons to Locate materials conduct programs use catalogs, in library for databases, etc. patrons Time & Labor Order books Answer reference questions Prepare all monthly & Coordinate Acme Count & deposit all Remote holds yearly financial reports receipts monies Pay and file all Help patrons with monthly, quarterly & Internet/computer yearly taxes problems Frequency Red = Computer work involved. ‣ Listed 49 separate activities... these were the most time-consuming & laborious. ‣ At staff meeting, asked them to: 1) identify key points of pain for these activities, 2) help develop a cost-benefit analysis.

Slide 42: "A website "I finally made my first appt. that incorporates a news and events to explore the feature... would be great. I'd like to be "I would like to be involved in Media Archives able to register for programs through the book club ...it's a shame that it has to it, and I'd like it to link to or integrate but I never really hear anything have such high security - with the library catalog better." - good or bad - about it." it makes it hard to visit." "I find it "I find it a little hard to hard to study/do research Points of Pain browse the DVDs sometimes, as the since they are in those little computers and the people boxes." "I'd like to be able (mostly teenagers) using to view what DVDs you them tend to dominate the have online." library..." "Add extra computers." "I would like to have 2 "It would be good to have "The space is not conducive to computer classes more alternative dates and time socializing with friends." per month, instead of one." choices for story times." "Story times seem to be geared towards the children of stay at home parents. As a working parent I seldom see any evening events for children." ‣ Survey produced pages & pages of fantastic quotes identifying user’s points of pain. ‣ These are the 8 most common / representative ones.

Slide 43: Media-Upper Providence Free Library Task: Find out about library events Library Experience Redesign Author: M. Magoolaghan Date: 3/22/2008 "I have a hard time finding out about library events." Online Click on newsletter Go Visit library website ? ? Scan PDF Stop PDF Unclear navigation; 1 MB file takes long Newsletter is from where's the calendar? time to download last year At the Library Scan wall displays Go Scan lobby ? ? Ask at Circ. desk Stop & signage Lots of signs & brochures, No centralized Intern doesn't know but no events calendar. list of events where to look ‣ For each major point of pain, we’ll develop a Task Analysis diagram. ‣ Idea: Adopt the patron’s point of view, noting obstacles and points of failure. (MAYA Design called these “breakpoints”).

Slide 44: Media-Upper Providence Free Library Task: Find a DVD (online) Library Experience Redesign Author: M. Magoolaghan Date: 3/24/2008 "I wish there were an easier way to browse DVDs." Online Go 1. Visit library ? 2. Click on "DCLS ? 3. Enter title: "An ? website card catalogue." Inconvenient Truth" Unclear navigation; No way to search by Retrieves list of 4 items, no link to DVDs. item type (e.g., DVDs) none labeled "DVD" [Cont.] 4. Click on 1st link 5. Notice option for 6. See it's not in ? ? Stop in results list "DVDs, Videos, etc." the Media library This option is buried at the bottom The description shows it's a DVD, of a long drop-down list of but for Call # it just says "I." libraries in the system ‣ Emphasizes that user tasks cut across both the virtual and physical domains, so our designs need to bridge both.

Slide 45: Media-Upper Providence Free Library Task: Find a DVD (at the library) Library Experience Redesign Author: M. Magoolaghan Date: 3/24/2008 "I wish there were an easier way to browse DVDs." At the 3. Ask at Circulation ? 2. Look thru DVD bins ? Stop library Go 1. Scan lobby desk Unclear navigation; Laminated DVD covers are in Library doesn't have DVDs are on table in the quasi-alpha order but there's that DVD New Fiction area no master list of available DVDs ‣ Provide to architect so he can design solutions to our patrons’ specific problems, rather than taking a more generic or catch-all approach. Such specificity enforces a user-centered focus.

Slide 46: Experience integration

Slide 47: Guiding principle #1 Bring the building into the website and the website into the building. Need help? Use the library's website! ‣ E.g., include photos & maps of physical resources (in building) on website. ‣ Incorporate the website’s resources into building - e.g., through dedicated kiosks and displays for the Children’s room, Teens area, Community room, Reference area, etc.

Slide 48: Bring the building into the website... Locate Indigo www.tlcdelivers.com

Slide 49: Guiding principle #2 Look for structural parallels. What if the building entrance were organized like a home page? ‣ “Structural parallels”: physical & virtual elements that serve the same basic function. ‣ E.g., building entranceway & website home page: How do you want to introduce patrons to the resources that lie within?

Slide 50: Guiding principle #3 Kill two birds with one stone. Display web calendar on LCD panel in lobby. ‣ Avoid duplicate efforts! If you have a web calendar, leverage it for lobby displays and printed event listings.

Slide 51: Guiding principle #4 Use branding & labeling as the glue but avoid “library speak.” ILLs BOTs OPAC REF Closed Dewey Stacks Subject Headings ‣ Consistency across all touchpoints & communication outlets is CRUCIAL. ‣ “Glue” means you can’t let it get messy or dry out. ‣ Use “care words” (Gerry McGovern), not library-speak. ‣ Example: Mechanic looking for a Chilton’s manual was confused by “REF” in online catalog.

Slide 52: Building redesign

Slide 53: 2 Study Carrels Option 3, modified: Demolish Areas C & J, build Periodicals / Parking 2,000 S.F. one-story addition Reading Area Top 5 needs Fiction Stacks 1. More computers, but segregated 2. More quiet study areas Parking 3 3. Large, adaptable meeting space Meeting / Multi-purpose Room 4. Access to historic archives Non-Fiction Stacks 5. Larger staff work areas Sliding Divider Digital 4 Materials 1 Computer Lab Media Historic Archives (glassed in) Storage 2 5 Study Room Former Staff Work Area Info Desk / Circulation Areas C & J Children's Area Bathroom Cafe Seating Break Director's Room Office Bathroom Nook Ramp Entry Foyer ‣ I’m suggesting a modified version of one of the architect’s 4 options. ‣ This approach only loses 2 parking spaces but gains about 2,000 sq. ft. of space.

Slide 54: Website redesign

Slide 55: 1 Site Map | Site Search My Library Rooms Resources Web Tools Communities Search the Catalog 2 Library Hours Top 5 needs 4 Enter title Birth to Six Monday, 10 a.m.-8 p.m. Tues.-Thurs., 10 a.m.-9 p.m. Kid Links Media-Upper Providence Search Friday, 10 a.m.-6 p.m. 1. Ability to update Sat., 10 a.m.-4 - p.m. Teen Space content directly > My Record > Search Tips Sun., 1 p.m.-4 p.m. Adults 2. Integration with > Holiday Closings DCLS catalog 55+ June Events January Events 3 - 1/4, 11a.m.: Storytime 3. Events calendar - 1/11, 7 p.m.: Friends meeting Support the - 1/17 8 p.m.: Gardening group 4. Targeted resources - 1/22, 7 p.m.: Book discussion Library 5. Feedback loop > Event Keeper > Volunteer Patron Poll 5 > Join Friends Renovation Plans Approved of the Library Help us prioritize our budget. Lorem ipsum dolor sit amet, consectetuer Which materials are most > Contribute to adipiscing elit. Donec ac elit eu mauris Photo important to you? the Fund Drive pellentesque semper. Nunc eget nisl. Sed eu justo vel mauris facilisis porttitor. = Books = DVDs = Books on tape DCLS Links Check Out Brandi's Blog = Playaways = Other (please explain): Sed nec nisl et est tincidunt sollicitudin. Nullam nisl orci, vulputate > NextReads eu, facilisis eu, laoreet ut, nunc. Pellentesque auctor neque condimentum turpis. In hac habitasse platea dictumst. > Audio books Subscribe using RSS Submit > Grand Kits ‣ A CMS platform like Drupal will enable staff (and eventually patrons) to post & modify their own content.

Slide 56: Site Map | Site Search My Library My Library Rooms Resources Web Tools My Record Communities Children's Search the Catalog 2 Databases/Power+ Book Reviews Library Hours 4 Renew / Reserve BooksEnter title Computer Lab Live Homework Help RSS Feeds Birth to Six Monday, 10 a.m.-8 p.m. Tues.-Thurs., 10 a.m.-9 p.m. Kid Links Meeting Room Media-Upper Providence Ask a Librarian 24/7 Search Friday,Brandi's Blog 10 a.m.-6 p.m. Sat., 10 a.m.-4 - p.m. Teen Space > My Record > Search Tips Historic Archive Obituaries Online Sun., 1 p.m.-4 p.m. Podcasts Adults Frequently Asked > Holiday Closings LibraryThing 55+ June Events January Events - 1/4, 11a.m.: Storytime Policies - 1/11, 7 p.m.: Friends meeting Support the - 1/17 8 p.m.: Gardening group Staff - 1/22, 7 p.m.: Book discussion Library > Event Keeper > Volunteer Patron Poll > Join Friends Renovation Plans Approved of the Library Help us prioritize our budget. Lorem ipsum dolor sit amet, consectetuer Which materials are most > Contribute to adipiscing elit. Donec ac elit eu mauris Photo important to you? the Fund Drive pellentesque semper. Nunc eget nisl. Sed eu justo vel mauris facilisis porttitor. = Books = DVDs = Books on tape DCLS Links Check Out Brandi's Blog = Playaways = Other (please explain): Sed nec nisl et est tincidunt sollicitudin. Nullam nisl orci, vulputate > NextReads eu, facilisis eu, laoreet ut, nunc. Pellentesque auctor neque condimentum turpis. In hac habitasse platea dictumst. > Audio books Subscribe using RSS Submit > Grand Kits

Slide 57: Next steps ‣ Create 3-D visuals ‣ Present design ideas to community ‣ Continue to solicit feedback ‣ Focus on fundraising ‣ Before we begin developing the website, we’ll also need to develop a branding strategy.

Slide 58: Total cost Item Cost Website analysis (Drexel Students) Free User research Free Programming/space needs analysis $2K Architectural work (after $10K from grant) $5K Website development & hosting Free Total $7K ‣ Talk about being “fiscally responsible”!

Slide 59: Closing thoughts “The social and cultural functions of built spaces have become inseparable from the simultaneous operation of multiple communication systems within and among them. Architecture no longer can (if it ever could) be understood as an autonomous medium of mass, space, and light, but now serves as the constructed ground for encountering and extracting meaning from cross-connected flows of aural, textual, graphic, and digital information through global networks.” -- William J. Mitchell, Placing Words ‣ At IA Summit 2003 a couple of architects in the audience told me: “Architecture and IA are completely different practices... you shouldn’t mix the two.” ‣ That didn’t seem right to me, and now I know why (see quote). Increasingly, architects are going to need our help with bridging the virtual & physical realms -- especially in places like libraries where organizing information in a user-centric way is crucial to success. ‣ No slight on architects, but they’re NOT user-centric the way we are. Our insights, tools & techniques can help round out their approach by pinpointing users’ specific needs. ‣ If nothing else, I hope this project inspires more IAs to start tackling these challenges. Goal: In 5 years, I’d like to see architects invite us to speak at THEIR conferences!

Slide 60: Thank you! Slides: www.slideshare.net/mmagoo Blog: knowledgeweave.net