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Uncovering Stories
         Michael Lascarides
  User Analyst, Digital Experience Group
         New York Public Library
 ...
The future is calling...
The future is calling...
  ...from inside the
       building!!!
“Digital User Analyst”
“Digital User Analyst”
Digital
Physical
“digital collections”
“People will be reading
  [Neuromancer] to get
their heads around a day
    when the digital was
   thought of as being a
...
87% of all catalog
 visits come from
       offsite
http://digitalgallery.nypl.org/nypldigital/dgkeysearchdetail.cfm?imageID=805999
Nobody wants a
half-inch drill bit.
What does it mean to
  run a library in a
world of information
 superabundance?
“The Net interprets
  censorship as
damage and routes
    around it.”
    -- John Gilmore, 1993



     http://en.wikiquot...
The Web interprets
     The 2009 version:

  bad design as
damage and routes
    around it.
The Web interprets
 bad user experience
as damage and routes
      around it.
The Web interprets a
 bad social interaction
as damage and routes
      around it.
The bad news:
People would rather
   pay for a good
  experience than
endure a bad one for
        free
A brand is a promise
   of performance
“„Books‟ is the
 library brand”

OCLC : Perceptions of Libraries and Information Services 2008
The good news:
People would rather
  have for a good
experience for free
 than pay for one
At least we‟re not
         alone
• Broadcast Media
• Newspapers
• Magazines
• The Music Industry
• Textbook Publishers
• ...
So, why libraries?
Stories
Access and services
Love of books
Love of music
Love of film
Love of theatre
Love of learning
“My wife says I but my
                     am
married to my art, Imy
 art complains that am
  still sleeping with
       ...
Two emotional
  journeys
OK, Let‟s try that
     again
Same physical
 experience,
two emotional
 perspectives
Emotions are at the
 core of the library
    experience
No one forces you go
    to the library
We‟re elective
Librarians are the
 original search
     engines
Libraries are
“third places”
Libraries are engines
      for letting
  communities find
     each other
Things you can do.
      Today.
     For free.
1. Spend a day
 watching your
    patrons
“You can observe a
  lot by watching.”
      -- Yogi Berra
(Breaking the system
and fixing the system
are two different jobs)
2. Google Analytics
3. Twitter search
4. Look at what‟s on
     every screen
    in your library
Instructions are
signals of design
      failure
Tip o’ the hat to William McDonough
5. Send user
feedback to your
software vendors
Your patrons are
   not stupid
None of your patrons
 like to feel stupid
“If you have trouble with
 the concept of humility in
 design, remember that it
took us 5,000 years to put
  wheels on our...
Self-promotion Bonus
  Round: Infomaki
6. Decide what
metrics measure your
       success
NYPL Digital Gallery
  2009 Redesign
• Pages Per Visit: 13 Down 26.09%
• Average Time On Site: 5:11
 Down 17.83%
Conclusion: Success!
NYPL Digital Gallery
    2009 Redesign
• Total Visits: 879,307 Up 62.5%
• Pageviews: 11.5M Up 20.2%
• Traffic from Search ...
How long should
a web visit be ?
7a. List the things
that make your library
        unique
(There‟s always
   your staff)
7b. Write down 10
 things your patrons
are passionate about
(Ask your staff.
They will know.)
1. Audience
2. Services
 3. Words
8. Start blogging
about those things
9. Share content
10. Play, especially
        with
 the line between
online and physical
11. Steal an idea
http://www.imamuseum.org/blog/2009/09/15/museum-software-elevator-pitch/
Capitalize on the
warm fuzzy feelings
12. Look for stories in
 your search terms
What‟s the most
popular search term
   on nypl.org?
[second level]
[pics]
Finally:
Don‟t forget the
    basics
We have about
  10 years
[demographic curve]


    http://commons.wikimedia.org/wiki/File:Uspop.svg
[demographic curve]


http://commons.wikimedia.org/wiki/File:Uspop.svg
Grew up with personal computers
Always had the World Wide Web
Always had media abundance (The iPod
            generation)
Source: NYPL Infomaki survey July 2009
“This is something
four-year-olds know:
 a screen that ships
  without a mouse
   ships broken.”
      -- Clay Shirky
Have empathy.
Thank You!
       Michael Lascarides
User Analyst, Digital Experience Group
       New York Public Library
        Septemb...
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20090922 Lascarides

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Michael Lascarides' presentation from the September 2009 Service Excellence Symposium co-sponsored by The New York Public Library and DeEtta Jones and Associates.

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  • //DOWNLOAD THIS BOOKS INTO AVAILABLE FORMAT ......................................................................................................................... ......................................................................................................................... //DOWNLOAD PDF EBOOK here { https://tinyurl.com/y8nn3gmc } ......................................................................................................................... //DOWNLOAD EPUB Ebook here { https://tinyurl.com/y8nn3gmc } ......................................................................................................................... //DOWNLOAD doc Ebook here { https://tinyurl.com/y8nn3gmc } ......................................................................................................................... //DOWNLOAD PDF EBOOK here { https://tinyurl.com/y8nn3gmc } ......................................................................................................................... //DOWNLOAD EPUB Ebook here { https://tinyurl.com/y8nn3gmc } ......................................................................................................................... //DOWNLOAD doc Ebook here { https://tinyurl.com/y8nn3gmc } ......................................................................................................................... ......................................................................................................................... ......................................................................................................................... .............. Browse by Genre Available eBooks ......................................................................................................................... Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult,
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20090922 Lascarides

  1. 1. Uncovering Stories Michael Lascarides User Analyst, Digital Experience Group New York Public Library September 22, 2009 twitter: @mlascarides
  2. 2. The future is calling...
  3. 3. The future is calling... ...from inside the building!!!
  4. 4. “Digital User Analyst”
  5. 5. “Digital User Analyst”
  6. 6. Digital Physical
  7. 7. “digital collections”
  8. 8. “People will be reading [Neuromancer] to get their heads around a day when the digital was thought of as being a some small part of the world.” William Gibson, on his coining of the term “cyberspace” http://itc.conversationsnetwork.org/shows/detail389.html
  9. 9. 87% of all catalog visits come from offsite
  10. 10. http://digitalgallery.nypl.org/nypldigital/dgkeysearchdetail.cfm?imageID=805999
  11. 11. Nobody wants a half-inch drill bit.
  12. 12. What does it mean to run a library in a world of information superabundance?
  13. 13. “The Net interprets censorship as damage and routes around it.” -- John Gilmore, 1993 http://en.wikiquote.org/wiki/John_Gilmore
  14. 14. The Web interprets The 2009 version: bad design as damage and routes around it.
  15. 15. The Web interprets bad user experience as damage and routes around it.
  16. 16. The Web interprets a bad social interaction as damage and routes around it.
  17. 17. The bad news: People would rather pay for a good experience than endure a bad one for free
  18. 18. A brand is a promise of performance
  19. 19. “„Books‟ is the library brand” OCLC : Perceptions of Libraries and Information Services 2008
  20. 20. The good news: People would rather have for a good experience for free than pay for one
  21. 21. At least we‟re not alone • Broadcast Media • Newspapers • Magazines • The Music Industry • Textbook Publishers • Academic Journals
  22. 22. So, why libraries?
  23. 23. Stories
  24. 24. Access and services
  25. 25. Love of books
  26. 26. Love of music
  27. 27. Love of film
  28. 28. Love of theatre
  29. 29. Love of learning
  30. 30. “My wife says I but my am married to my art, Imy art complains that am still sleeping with wife.” -- EMEK http://www.juxtapoz.com/Features/back-talk-with-emek
  31. 31. Two emotional journeys
  32. 32. OK, Let‟s try that again
  33. 33. Same physical experience, two emotional perspectives
  34. 34. Emotions are at the core of the library experience
  35. 35. No one forces you go to the library
  36. 36. We‟re elective
  37. 37. Librarians are the original search engines
  38. 38. Libraries are “third places”
  39. 39. Libraries are engines for letting communities find each other
  40. 40. Things you can do. Today. For free.
  41. 41. 1. Spend a day watching your patrons
  42. 42. “You can observe a lot by watching.” -- Yogi Berra
  43. 43. (Breaking the system and fixing the system are two different jobs)
  44. 44. 2. Google Analytics
  45. 45. 3. Twitter search
  46. 46. 4. Look at what‟s on every screen in your library
  47. 47. Instructions are signals of design failure Tip o’ the hat to William McDonough
  48. 48. 5. Send user feedback to your software vendors
  49. 49. Your patrons are not stupid
  50. 50. None of your patrons like to feel stupid
  51. 51. “If you have trouble with the concept of humility in design, remember that it took us 5,000 years to put wheels on our luggage.” William McDonough
  52. 52. Self-promotion Bonus Round: Infomaki
  53. 53. 6. Decide what metrics measure your success
  54. 54. NYPL Digital Gallery 2009 Redesign • Pages Per Visit: 13 Down 26.09% • Average Time On Site: 5:11 Down 17.83%
  55. 55. Conclusion: Success!
  56. 56. NYPL Digital Gallery 2009 Redesign • Total Visits: 879,307 Up 62.5% • Pageviews: 11.5M Up 20.2% • Traffic from Search Engines Up 34.5%
  57. 57. How long should a web visit be ?
  58. 58. 7a. List the things that make your library unique
  59. 59. (There‟s always your staff)
  60. 60. 7b. Write down 10 things your patrons are passionate about
  61. 61. (Ask your staff. They will know.)
  62. 62. 1. Audience 2. Services 3. Words
  63. 63. 8. Start blogging about those things
  64. 64. 9. Share content
  65. 65. 10. Play, especially with the line between online and physical
  66. 66. 11. Steal an idea
  67. 67. http://www.imamuseum.org/blog/2009/09/15/museum-software-elevator-pitch/
  68. 68. Capitalize on the warm fuzzy feelings
  69. 69. 12. Look for stories in your search terms
  70. 70. What‟s the most popular search term on nypl.org?
  71. 71. [second level]
  72. 72. [pics]
  73. 73. Finally: Don‟t forget the basics
  74. 74. We have about 10 years
  75. 75. [demographic curve] http://commons.wikimedia.org/wiki/File:Uspop.svg
  76. 76. [demographic curve] http://commons.wikimedia.org/wiki/File:Uspop.svg
  77. 77. Grew up with personal computers
  78. 78. Always had the World Wide Web
  79. 79. Always had media abundance (The iPod generation)
  80. 80. Source: NYPL Infomaki survey July 2009
  81. 81. “This is something four-year-olds know: a screen that ships without a mouse ships broken.” -- Clay Shirky
  82. 82. Have empathy.
  83. 83. Thank You! Michael Lascarides User Analyst, Digital Experience Group New York Public Library September 22, 2009 twitter: @mlascarides

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