1. Genealogy questions are among the most common questions libraries receive. 2. Health, wellness, and medical questions also rank highly. 3. Questions about technology skills, such as how to use software, hardware, and the web, are frequently asked of libraries. The survey data from 68% of Virginia library systems showed that libraries receive a wide variety of questions from patrons, but genealogy, health, and technology questions appear to be among the most prevalent.

1. Digital
Bridge
to
Somewhere
Stephen Abram
Gale, Cengage Learning
ALA, Anaheim June 2012

2. COMMUNITY
IMPACT
Stephen Abram

3. In Other Words…
Meaningful and sustainable strategies based on the needs
of your libraries and your communities.

4. 6 Sustainable Library Strategies
for 21st Century Libraries

5. Black & White

10. Recognize key shifts

11. 1. Real Learning
• Not random and opportunistic
• Scalable and Repeatable
• Attainable

12. ed2go Overview
Public Library Solutions
February 2012

13. What is Ed2Go for Libraries?
• Ed2Go for Libraries is Life Long Learning in Action!
• Ed2Go for Libraries delivers engaging, interesting
online courses on a variety of popular topics with a
subscription model designed for libraries.
• Hundreds of courses
• Expert instructors
• Unlimited course registrations
• Annual subscription

14. A closer look: Product Specs
• Ed2Go for Libraries
• Expert instructors lead each course
• Flexible course model that keeps students accountable and engaged
• 12-lesson format
• 20 - 24 course-hours over 6 weeks
• Courses kick-off 3rd Wednesday of every month
• Student discussion area with instructor interaction
• Written in “conversational style”
• Download a certificate of completion
• Courses added monthly
• Turn-key product administration for the library
• Easy to track successful student outcomes
• ed2go hosts robust website for library administrators packed with usage
reports, site customization options, and customizable marketing collateral
• Ed2Go Basic for Libraries
• All the above MINUS 19 additional courses offering accredited
continuing education credits

15. Course Development Process
15

16. Instructor Qualifications
16

17. Four Broad Categories
Computers and Technology Personal Development
Career and Professional Writing and Publishing
17

18. Various Course Examples
18

19. 30+ Courses Added Annually
• Web Design and • Advanced Microsoft • Courses for Teaching Professionals
Programming Excel 2010 • Singapore Math Strategies: Advanced
• Macintosh, iPhone, • Introduction to Model Drawing for Grades 6-9
and iPad Microsoft Word 2011 • Creating Classroom Centers
Programming for the Mac
• Creating WordPress • Introduction to
•
Websites II Photoshop CS6 • Personal Enrichment
• Creating Mobile Apps • Introduction to Chemistry
with HTML5 • Introduction to Biology
• • Business Finance for Non-Finance
• Computer Courses Personnel
• Intermediate • Introduction to Digital Scrapbooking
Microsoft Access
• Introduction to Screenwriting
2010
• Introduction to
• Managing Life as a Single Parent
Microsoft Publisher • Living Well on a Budget
2010 • Publish and Sell Your E-Books
• Introduction to
Adobe Acrobat X
19

20. Ed2Go 19 High Value Courses
Advanced CompTIA A+ Certification Prep
Basic CompTIA A+ Certification Prep
Certificate in Complementary and Alternative Medicine
Certificate in End of Life Care
Certificate in Gerontology
Certificate in Growth and Development Through the Lifespan
Certificate in Holistic and Integrative Health
Certificate in Integrative Mental Health
Certificate in Issues in Oxygenation
Certificate in Legal and Ethical Issues in Nursing
Certificate in Pain Assessment and Management
Certificate in Perinatal Issues
Certificate in Spirituality, Health, and Healing
CompTIA A+ Network+ Certification Prep
CompTIA Â+ Security+ Certification Prep
Intermediate CompTIA A+ Certification Prep
PMP® Certification Prep 1
PMP® Certification Prep 2 20

21. 2. Real Reading
• eBooks and Beyond
• The reading experience
• Reviews, commentary, communities

23. READING EXERCISE
Why do people read?

24. Why do people read?
1. To learn
2. To engage in hearing other’s opinions (to agree or disagree or understand)
3. To develop more knowledge about myself and develop as a whole person
4. To be entertained and laugh, to engage and interact
5. To address boredom and the inexorable progress of time
6. To research and keep up-to-date
7. To participate well in civil society (everything from news to voting)
8. To be informed (and maybe smarter)
9. To understand others (individually and culturally)
10. To escape our day-to-day lives
11. To stimulate the imagination and be inspired or spiritual
12. To write and communicate better through reading others
13. To teach
14. To have something to talk about
15. To connect with like-minded people

25. 3 .Real Programs
• Scalable
• Repeatable
• Staffed
• Train the trainer
• Aligned with collections and communities
• Partnerships and Alliances

26. 4. Real Technology
• Experience Portals
• eLearning
• Mobile first
• eBooks
• Technology enhanced but not tech-centric
spaces (gesture computing, holograms, laser
tag, iPhone
balls, Legobots, Smartboards, Cloud
computing, monitors, etc.)

27. 5. Real Stories and Measurements
• Stop playing games

28. Academic Libraries:
Central Michigan University
Grand Valley State University
Public Libraries:
Clinton Macomb Public Library
Howell District Library
Kent District Library
Portage District Library

30. • Goals?
• Who are your potential partners and potential
funders? (Who, What, Where, Why, When and
How to reach them?)
• GO AFTER STORIES!
• Get the whole story (permissions)
• Test your Story (brief, succinct, complete,
upbeat, appropriate, personable, actionable)
• Get your story out!

33. Facebook.com/CanadianOutcomes

34. The Present The Future
The Past
Letting People Letting People
Building Libraries
Know About Know What We
and Collections
Them Can Do For Them
It’s All About It’s All About It’s All About
Numbers Marketing Outcomes

35. 6. Real Questions

36. Why do people ask questions?
Is your library experience conceptually organized around answers and programs?
Or collections, technology and buildings?

37. Why do people ask questions?
 Who, What, When, Where
 How & Why
 Data – Information – Knowledge - Behavior
 To Learn or to Know
 To Acquire Information, Clarify, Tune
 To Decide, to Solve, to Choose, to Delay
 To Interview, Delve, Interact, Progress
 To Entertain or Socialize
 To Reduce Fear
 To Help, Aid, Cure, Be a Friend
 To Win A Bet

38. Sample Charts of Top Library
Questions
Stephen Abram, MLS
Gale Cengage Learning

39. Advance Survey Data for the
Library of Virginia
Prepared by Stephen Abram
and the Gale, Cengage Learning
Statistical Analysis Research Team

40. Reference Facet of the
Library of Virginia Story
September 2010 Survey Data
62 of 91 LVA library systems (68%)

41. Respondent Role
0.0%
1.7% Senior Management
Was Engaged!
25.0%
Director / Management Team
Reference Staff
Circulation Staff
Technology Staff
73.3%

42. Respondent Experience
0.0%
5.1% You have deep
Experience and
11.9%
Talent.!
Less than 1 year
1-5 years
6-10 years
Over 10-years
83.1%

43. Degree of Urbanization
There was
18.2%
Diversity of
21.8% Libraries in
the sample.
Urban
Small Town
Rural
Regional Center / Consortia Staff
21.8%
38.2%

44. 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

45. 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 Literacy
Supporting 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

46. The Baker’s Dozen: LVA Top 13
1. Health and Wellness / Community Health / Nutrition / Diet /
Recovery
2. DIY Do It Yourself Activities and Car Repair
3. Genealogy
4. Test prep (SAT, ACT, occupational tests, etc. etc.)
5. Legal Questions (including family law, divorce, adoption, etc)
6. Hobbies, Games and Gardening
7. Local History
8. Consumer reviews (Choosing a car, appliance, etc.)
9. Homework Help (grade school)
10. Technology Skills (software, hardware, web)
11. Government Programs, Services and Taxation
12. Self-help/personal development
13. Careers (jobs, counselling, etc.)
14. Readers Advisory was 14th

47. 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%

48. Student Homework Support - Level of Requests by Area
100% 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 Common
50%
Slightly Common
Common
40% 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

49. Areas of World Which Generate Most Questions
100% 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% Popular
20% 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%

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

51. Top Hobbies Survey
From Stephen’s Lighthouse

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

53. 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 Sports
Painting & Sculpture / Art Appreciation
Adult Individual Sports
Other
Home Entertaining, Picnics & Parties
Live Theatre
Sewing
Adult Team Sports
Children's Sports
Golf
Woodworking
Winter Sports
Stamp collecting

54. Other Hobbies
1 Bird Feeding
1 Genealogy
Homesteading
5 1
Internet social games
Learning to use my I-POD
1
Politics
1 Hiking
1 1
Photography/Photojournalism

55. Other Hobbies
Bird Feeding
Genealogy
Homesteading
Internet social games
Learning to use my I-POD
Politics
Hiking
Photography/Photojournalism

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

61. 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?

62. 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 77
71 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

63. 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 73
Look and Feel
Navigation
64
65
74
71
74
69
64
60
Return and
72
69
70
66
61
60
63
63
37
45
68
66
Search 61 73 73 60 Recommend
71 67 59 59 35 66
Site
Performance
73 79 77 72
Once Hooked
77 76 68 72 52 75
Satisfaction 63 74 72 60 72 66 59 62 35 67
Likelihood to
72 82 85 71 82 78 66 69 36 76
Return
Primary
63 73 68 56 70 60 51 60 33 65
Resource
Recommend 63 78 83 66 80 72 63 61 36 71

64. 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 High
Key:
Position of each bubble indicates its score and impact IMPACT
Size of each bubble also indicates the relative size of impact

65. 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

66. Gale-Cengage Browse Survey
Did you find what you were looking for?
August 01, 2009 - September 06, 2010
(N: 10486)
Don't know yet
20%
Database Users
No
Are Being
20% Yes
Successful 60%

67. 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%

68. Gale-Cengage Browse Survey
What 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%

69. Gale-Cengage Browse Survey
What is your gender?
August 01, 2009 - September 06, 2010
(N: 10484)
Prefer not to respond
8%
More Males Use
Male
33%
Library
Databases Female
59%
Than Usual

70. 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%

71. Gale-Cengage Browse Survey
Do 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
Haven't thought about it
18%
Databases
More. Yes
73%

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

73. 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%

74. 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%

75. 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%

76. 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 to
recommend 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
"Don't Know" 1 2 3 4 5 6 7 8 9 10

77. 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
"Don't Know" 1 2 3 4 5 6 7 8 9 10

78. 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
"Don't Know" 1 2 3 4 5 6 7 8 9 10

79. Gale-Cengage Browse Survey
Satisfaction - Scores and Distributions
August 01, 2009 - September 06, 2010
(Avg. Score: 67)
Your Users
How does this site
compare 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
"Don't Know" 1 2 3 4 5 6 7 8 9 10

80. 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 without
getting 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*: 4661
Please rate how quickly
pages 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
"Don't Know" 1 2 3 4 5 6 7 8 9 10

81. Gale-Cengage Browse Survey
Search - Scores and Distributions
August 01, 2009 - September 06, 2010
(Avg. Score: 66)
Please rate how well
the search feature
helps 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 well
the 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
"Don't Know" 1 2 3 4 5 6 7 8 9 10

82. 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*: 4658
Please rate the options
available 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
"Don't Know" 1 2 3 4 5 6 7 8 9 10

83. Gale-Cengage Browse Survey
Look and Feel - Scores and Distributions
August 01, 2009 - September 06, 2010
(Avg. Score: 68)
Please rate the
readability of the pages
on this site. 7% 1% 2% 5%
2% 5% 11% 19% 18% 30%
Avg Score: 7.7
N*: 4659
Please rate the balance
of 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
"Don't Know" 1 2 3 4 5 6 7 8 9 10

84. Gale-Cengage Browse Survey
Content - Scores and Distributions
August 01, 2009 - September 06, 2010
(Avg. Score: 73)
Please rate the
freshness 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 the
accuracy 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
"Don't Know" 1 2 3 4 5 6 7 8 9 10

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

86. Gale-Cengage Browse Survey
Future Behaviors with Satisfaction Trendlines
August 01, 2009 - September 06, 2010
100
90
80
Score
70
60
50
40
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
Likelihood to Return 82 76 77 76 77 75 77 75 76 76 77 83 81 77
Primary Resource 69 63 64 66 65 64 67 65 65 65 64 68 66 63
Recommend 77 71 72 70 71 70 72 70 70 70 74 79 77 74
Satisfaction 70 66 68 67 68 65 68 66 67 67 68 72 71 67
Time Periods

87. Gale-Cengage Browse Survey
Elements with Satisfaction Trendlines
August 01, 2009 - September 06, 2010
100
90
80
70
Score
60
50
40
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
Content 75 74 73 72 73 71 74 73 73 73 74 78 79 78
Look and Feel 71 69 68 68 68 67 68 68 68 68 72 76 74 70
Navigation 69 66 67 66 67 64 67 66 66 66 68 73 70 62
Search 70 66 67 66 66 65 67 66 66 66 69 72 72 68
Site Performance 78 75 74 74 75 73 75 75 75 77 82 80 81 81
Satisfaction 70 66 68 67 68 65 68 66 67 67 68 72 71 67
Time Periods

88. Gale-Cengage Browse Survey
Satisfaction Trendlines
August 01, 2009 - September 06, 2010
100
90
80
Satisfaction Score
70
60
50
40
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
Satisfaction 70 66 68 67 68 65 68 66 67 67 68 72 71 67
Time Periods

89. 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
Scenarios
Number 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

90. Lego™ Pieces
• Counter Sushi data
• Database usage (unique user, session, length
of session, hits, downloads, etc.)
• Google Analytics
• Foresee satisfaction and demographic data
• Search Samples
• ILS Data
• Geo-IP data

94. Summary
1. Real Learning
2. Real Technology: Social Tools and Experience
Portals
3. Real Reading – not just eBooks
4. Context: Real Content Drives Programming
5. Real Questions Drive Program Portfolio
6. Statistics become Impact Measurements and
Stories tell the story

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