Cla gale2012

Innovation and Stories Opening Remarks Stephen Abram, MLSCanadian Library Association, Ottawa May 31, 2012

What is the mindset ofinnovators on the margins?

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 initiatives

They play – a neotonous mindset

They see.

Project Objective• To understand and meet the expectations of public library users for services, content, and virtual interaction. 20

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

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 theHenry first page because he doesnt want to know whats going on with general companywide PR information. Hes somewhat cynical about "companywide" internal releases and dislikes company politics. However, on a41 Years Old, personal level, he does want to know about the schedules that the applications are on so he can plan. HesSoftware Design Engineer frustrated that theres 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 phones12 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 hes frustrated by something, hell 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 its easier." He tends to bookmark pages in the portal because he hates having to go 5 levels down. Hell use that bookmark until it breaks, then he has to research it again. He would like to have favorites on the portal. . . . 22

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

Narrative 24

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

Anecdote CirclesThe five (5) workshops held in Starter StatementsApril-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

Summary Groupings Archetypes Themes Values Good Citizenship Patrons Interaction Community Library Staff Technology Learning Money Efficiency Quality Library Services and Money EfficiencyFacilities Money/Risk Issues Ideal State 27

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

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

Good Citizenship ArchetypesStrong Community Leader (6 attributes) Community builder Connected Connecting with community SAILS Gives people mission Networking Pulls community together 30

Patron ArchetypesFrustrated 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

Patron ArchetypesInquisitive 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

Patron ArchetypesDisengaged 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

Library Staff ArchetypesUltimate 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

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

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

Themes: Issues and Problems Themes 20 Number of Themes 15 Interaction Technology 10 Efficiency Money 5 Other 0 Theme Names 37

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

Pattern Review 39

Mass Narrative Representation 40

Example Focus Areas Content Service Functionality SMI Attributes Themes SMI Attributes Vast Information Equal Access to Services Cuts Down SearchingDedicated 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 LibrarianLibrary Material Types Services 41

Personas 42

Primary SecondaryAnchor Anchor 43

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

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.

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.

Consider the Whole Experience

Sample charts of Top Library Questions Stephen Abram, MLS Gale Cengage Learning

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

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 LiteracySupporting 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

The Baker’s Dozen: LVA Top 131. Health and Wellness / Community Health / Nutrition / Diet / Recovery2. DIY Do It Yourself Activities and Car Repair3. Genealogy4. Test prep (SAT, ACT, occupational tests, etc. etc.)5. Legal Questions (including family law, divorce, adoption, etc)6. Hobbies, Games and Gardening7. Local History8. Consumer reviews (Choosing a car, appliance, etc.)9. Homework Help (grade school)10. Technology Skills (software, hardware, web)11. Government Programs, Services and Taxation12. Self-help/personal development13. Careers (jobs, counselling, etc.)14. Readers Advisory was 14th

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%

Student Homework Support - Level of Requests by Area100% 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 Common50% Slightly Common Common40% 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

Areas of World Which Generate Most Questions100% 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% Popular20% 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%

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 theaverage, 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 55respondents are included above (others did not indicate a location type).

Top Hobbies SurveyFrom Stephen’s Lighthouse

Top 12 Patron Hobbies Recreational Reading Cooking & Recipes Computers Movies & Film Exercise, Cycling & WalkingTraveling, 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.

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 SportsPainting & Sculpture / Art Appreciation Adult Individual Sports Other Home Entertaining, Picnics & Parties Live Theatre Sewing Adult Team Sports Childrens Sports Golf Woodworking Winter Sports Stamp collecting

National Library Customer Satisfaction DataSpecific Database Results from Usage Year One: Aug. 2009 – Sept. 2010 Sample: More up to date and local data is available

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?

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 7771 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

Digging Into Satisfaction 3 4 5 9 6 8 7 2 1 Element High Univers/ Other, Other Middle ary School College please Profess- Profess- School School Student Student Librar’n specify Teacher ional or Student Student Overall Responses: 3,043 2,920 1,570 709 576 576 488 477 148 10,507 29% 28% 15% 7% 5% 5% 5% 5% 1%Content 70 77 79 69 Users will 77 74 67 68 40 73Look and FeelNavigation 64 65 74 71 74 69 64 60 Return and 72 69 70 66 61 60 63 63 37 45 68 66Search 61 73 73 60 Recommend 71 67 59 59 35 66SitePerformance 73 79 77 72 Once Hooked 77 76 68 72 52 75Satisfaction 63 74 72 60 72 66 59 62 35 67Likelihood to 72 82 85 71 82 78 66 69 36 76ReturnPrimary 63 73 68 56 70 60 51 60 33 65ResourceRecommend 63 78 83 66 80 72 63 61 36 71

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 HighKey:Position of each bubble indicates its score and impact IMPACTSize of each bubble also indicates the relative size of impact

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

Gale-Cengage Browse SurveyDid you find what you were looking for? August 01, 2009 - September 06, 2010 (N: 10486) Dont know yet 20% Database Users No Are Being20% Yes Successful 60%

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%

Gale-Cengage Browse SurveyWhat 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%

Gale-Cengage Browse Survey What is your gender? August 01, 2009 - September 06, 2010 (N: 10484) Prefer not to respond 8% More Males UseMale33% Library Databases Female 59% Than Usual

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%

Gale-Cengage Browse SurveyDo 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 Havent thought about it 18% Databases More. Yes 73%

Gale-Cengage Browse Survey Which best describes the purpose of your research today? August 01, 2009 - September 06, 2010 (N: 10486) Just browsingOther, please specify 5% 6% Personal interest 10% School is the Sweet Spot – Professional project But Other Users 17% School assignment 62% Abound Too.

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%

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%

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%

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 torecommend 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 "Dont Know" 1 2 3 4 5 6 7 8 9 10

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 "Dont Know" 1 2 3 4 5 6 7 8 9 10

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 "Dont Know" 1 2 3 4 5 6 7 8 9 10

Gale-Cengage Browse Survey Satisfaction - Scores and Distributions August 01, 2009 - September 06, 2010 (Avg. Score: 67) Your Users How does this sitecompare 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 "Dont Know" 1 2 3 4 5 6 7 8 9 10

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 withoutgetting 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*: 4661Please rate how quicklypages 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 "Dont Know" 1 2 3 4 5 6 7 8 9 10

Gale-Cengage Browse Survey Search - Scores and Distributions August 01, 2009 - September 06, 2010 (Avg. Score: 66) Please rate how well the search featurehelps 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 wellthe 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 "Dont Know" 1 2 3 4 5 6 7 8 9 10

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*: 4658Please rate the optionsavailable 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 "Dont Know" 1 2 3 4 5 6 7 8 9 10

Gale-Cengage Browse Survey Look and Feel - Scores and Distributions August 01, 2009 - September 06, 2010 (Avg. Score: 68) Please rate thereadability of the pages on this site. 7% 1% 2% 5% 2% 5% 11% 19% 18% 30% Avg Score: 7.7 N*: 4659Please rate the balanceof 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 "Dont Know" 1 2 3 4 5 6 7 8 9 10

Gale-Cengage Browse Survey Content - Scores and Distributions August 01, 2009 - September 06, 2010 (Avg. Score: 73) Please rate thefreshness 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 theaccuracy 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 "Dont Know" 1 2 3 4 5 6 7 8 9 10

There’s Great News! We have Room for Improvement BUTLibrary Databases Compete Very Well with User Expectations and Needs Fulfillment.

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 ScenariosNumber 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

A Third Path

Stephen Abram, MLS, FSLAVP strategic partnerships and markets Cengage Learning (Gale) Cel: 416-669-4855 stephen.abram@cengage.com Stephen’s Lighthouse Blog http://stephenslighthouse.com Facebook, Pinterest: Stephen Abram LinkedIn / Plaxo: Stephen Abram Twitter: @sabram SlideShare: StephenAbram1

Cla gale2012

by Stephen Abram on Jun 02, 2012

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