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Representative
Documents:
User
Feedback
R
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U
niver
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Studying
Students
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Enhance
Library
Services
at
Rutgers
University
http://www.libraries.rutgers.edu/rul/staff/groups/ethnography/reports/ERP_Final_Report.pdf
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Navigation
Navigation Users want to find rather than search and search rather than read instructions.
Surface high demand resources We need to aggressively and continually identify our high demand resources and give them top real estate. Titles mentioned often
are Academic Search Premier and JSTOR; one Web page in demand is our Hours and Directions. What are the others? How do we feature them?
Match user expectation in Web 2.0 in color layout, widgets, and services This is not currently among our first priorities.
Search Many users desire one Google- like search box. We need to improve our federated search function, extending it to more databases and to such other tools as
our website, IRIS, RUcore, etc.
Personalization and context point of need
Personalization features Users want to manage their favorite resources.
Delivery of services to tools outside the L ibraries context Several users requested the availability of maps that would guide to a particular book in our stacks. Such
maps could be on a cell phone as the user walks to the stacks. Other places to deliver our services include departmental websites, Sakai, myRutgers, etc.
Create different Web spaces for different user groups - Users come to us with different levels of expectation and skills as well as different needs dependent on
discipline and status.
Help when needed Users requested such helps as one- minute podcasts at point of need and very brief text when they stumble.
Research guides - Users don't want to bother librarians. We need to explore making on demand/online librarians more available and investigate how to incorporate
provision of subject expertise in a discipline.
Simplifying
Change labels While we constantly strive to minimize library jargon, our users want us to do better and give them an easier to use website.
Repave We need to get rid of tripping spots, extra clicks, etc.
Top page
Service orientation on top page The website should provide services supported by lower pages rather than lists of resources.
Front page delivery The left hand menu is too cute, crowded, etc.
STRATEGIES
Suggested strategies for managing the web redesign and development are:
1. Unify redesign, development, and ongoing oversight of the website by integrating the responsibilities and f unctions of the Web Advisory Committee (WAC) and
Web Services into one new group. Include representation from the IRIS Public Access Committee (IPAC). Recognize that the silos of website content,
technology, and public catalog are a library construct and are not meaningful to users, who rightly integrate the services in their mind.
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