Annotated+Citations


 * Research Articles on User Experience**

Booth, A. (2008). In search of the mythical ‘typical library user’. Health Information & Libraries Journal, 25(3), 233-236.

Abstract: The article discusses the identity of library users, focusing on people who use medical libraries. Users of a library's physical space and resources, virtual users, and non-users are examined. The effect of technological developments on visits to libraries is explored. The author describes a variety of information behaviors and information-seeking strategies and suggests ways in which librarians can work with pre-existing skill sets. The author also suggests that a typical library user may not exist and that individual behaviors require more study and attention.

Research Method: Talks about the difference between using methodologies that purposively sample library users only, and ‘community studies’ which use random sampling to identify both users and non-users.

CRAAP Test: The article was published in 2008 which is within the date range that was specified for the parameters of the research. The article is relevant to the topic in that its main focus is to determine if the research truly shows if the users needs are being met which ties into the user experience. According to the author's faculty page for The University of Sheffield he is a reader for Evidence Based Information Practice at the School of Health and Related Research and he hosted the first conference of Evidence Based Library and Information Practice in 2001. The information is supported by documentation to show there are many different types of research methods being used to figure out the needs of the users. The purpose of this article is to show that it is worthwhile to understand users needs and that you must take your time to get quality results.

Opinion: This article shows us that slow and steady always win out over fast and furious. Sometimes it is better to take time to figure out what you truly want your study to be about before you quickly conduct research and then have no clue on how it will help the library to do a better job of reaching out to the patrons.

Craven, J.,Johnson,F. & Butters,G.(2010). The usability and functionality of an online catalogue. Aslib Proceedings, 62(1), 70-84.

Abstract: The purpose of this paper is to investigate the usability of the user interface to an online catalogue and to explore how user assessment of both system usability and functionality can provide recommendations for the improved design.

Research Method: The usability testing used a mixture of search tasks, interviews and a structured focus group. Representative users completed tasks designed to test the system's features and a “think aloud” protocol collected data about the users’ responses when using the system and on its perceived functionality

CRAAP Test: The article is fairly recent and focuses on the online catalog which is part of the user experience so this article is right on point. The publisher is Emerald Group that is a leading publisher of global research. The article is peer-reviewed and gives users an opportunity to see how research can be combined to still have an impact and be worthwhile. The purpose is to ensure that users are able to utilize resources in a way that makes it easy for them to navigate and use. Also the focus is on the user expectation of what constitutes a supported experience which can help make recommendations for the design of a system that is both usable and useful.

Opinion: This article shows how the first step in system development is to make sure that th user is included so that their needs are known since they will be using it and need to be able to navigate easily. The article showed how there does not need to be a lot of people to determine the flaws of a system there can be a small number and the results will still be the same. The message of this study is to try different methods because then users are able to express all their concerns and the librarians will then be able to understand completely what the users needs are so that they can develop a system that is user friendly.

Gross, J. & Sheridan, L. (2011). Web scale discovery: the user experience. New Library World, 112(5), 236-247.

Abstract: This study aims to look at how a small group of university students used the new library web scale search discovery tool, “Summon”, and whether they encountered any difficulties pertaining to navigation, ease of use and the quality of the search results.

Research Method: Researchers conducted a series of usability studies in which students were observed as they conducted some typical library resource searches using the new discovery search platform.

CRAAP Test: This article is recent and published within the last two years. The goal of any library is to make sure that users are able to use all the resources that are available since that is considered part of the user experience. This article focuses on users being able to use the new discovery search platform which is part of directly focuses on the topic of user experience. Emerald Group Publishing is a leader in the world of independent publishing and focuses on global research. The article is refereed and the research is based on a technique that is innovative in the online searching world. The purpose of this article is to inform people about the research done using the new searching platform and to showcase the finding and what can be learned from the study.

Opinion: After reading there are many questions they need to be answered before you can say that the research is applicable to other libraries. The idea that came out of the research was that the students did not understand what they were finding. So then the question becomes does that become the student's problem or do they need more library information literacy training. These question may help other libraries to go in a different direction that will help them avoid some of the pitfalls. This may help show them that there needs to be a greater interest in the patrons from the beginning to ensure that they gain the most so when they are on their own the experience is memorable for the patrons.

Kocevar-Weidinger, E., Benjes-Small, C.,Ackermann, E & Kinman, V. (2010). Why and how to mystery shop your reference desk. Reference Services Review, 38(1), 28 - 43.

Abstract: The aim of this paper is to document how two university libraries determined whether mystery shopping is an effective and statistically feasible instrument for evaluating customer service at public service desks.

Research Method: Mystery Shopping Exercises were conducted at two libraries during Fall 2008.

CRAAP Test: This article was published in 2009 which shows that it is a current. The research is focused on the topic of user experience as it relates to how patron's questions are handled at the reference desk. The article is published through Emerald Group which is a leading publisher of global research on many different topics. The authors used meta-analysis to compensate for the differences since the two instruments were different. The purpose of this article is to inform other librarians how to make sure that patrons are satisfied with the reference transactions. This article will allow librarians to use the same methodology to see how patrons feel about their experience when they come to their library.

Opinion: This article gives concrete facts and shows how the research methods used can be applied to other libraries. The overall tone of the article indicates that by using mystery shopping then you will have more accurate results since patrons may be prone to talk about multiple experiences during one trip which may change the results. I see mystery shopping as a way to truly tell what customers think without any prejudgments.


 * Best Practice Articles on User Experience**

Schmidt,A. (2012). Stepping out of the library. Library Journal, 137(4),26.

Abstract: The article discusses the user experience at libraries, providing advice on how library workers can develop skills to discuss the user experience and gain insights about their library. The author suggests that library workers should go on a Service Safari, a trip in which people visit parks, museums, stores, or other areas in order to study the customer service there. The author also says that library workers should discuss common activities which users undertake in libraries.

Opinion: These tips offer library workers an opportunity to put themselves in the customers shoes and see what makes an experience memorable to them and then come back to the library where they can promote what they have learned.

Schmidt,A. (2012). The user interview challenge. Library Journal, 137(1),26.

Abstract: The article offers tips for performing a user research study to determine how to improve library services. Topics include setting a specific, actionable goals, interviewing library users, and debriefing interview results with colleagues. The author recommends introducing changes based on user feedback slowly and on a temporary basis.

Opinion: This article gives step by step instruction on how to conduct user research. This an opportunity for librarians to find out what changes to happen in their own libraries with easy step by step instructions.


 * Best Practice Books on User Experience**

Review retrieved from Association of Research Libraries. ARL News (2011).In Association of Research Libraries. Retrieved May 1, 2012 from http://www.arl.org/news/pr/spec322-26july11.shtml

Fox, R. & Doshi,A. (2011). Library user experience. Washington, DC : Association of Research Libraries.

Summary: This book explores recent and planned user experience activities at ARL member libraries and the impact these efforts have on helping the libraries transform to meet evolving user needs. The survey elicited examples of successful user experience activities to serve as benchmarks for libraries looking to create or expand efforts in this area. The survey results revealed that nearly all of the responding ARL member institutions are employing a form of user engagement, whether or not they refer to it as user experience. While there appears to be a lack of common vocabulary or program standardization, there is a growing awareness of the need to assess libraries from the user perspective.

Opinion: This book gives instant feedback from libraries that show what works and what did not work in their own libraries when it came to user experience.There are so many different ways to look at user experience but the end goal is still the same that the users needs are met and that they see a reason to keep coming back to the library.

Review retrieved from Library Literature & Information Science Full Text (H.W. Wilson). Stamatoplos, A.(2010). Reference & User Services Quarterly, 50(1),88.

Matthew, B. (2009). Marketing today's academic library: A bold new approach to communicating with students. Chicago: ALA.

Summary: Mathews is known widely for his distinct perspectives on library user experience. He authors the popular Ubiquitous Librarian blog and writes a column in American Libraries. Many of the ideas he advances elsewhere coalesce in this book. At the core of Mathews's views on marketing is empathy for library users. He advocates what he calls a "user-sensitive" approach. This call for user-centeredness is not unique in the library literature, and in many respects this book overlaps with literature on customer service and satisfaction. A particular value of Mathews's book is its integration of user-centered librarianship with a holistic view of marketing.

Opinion: This book is a guide on how to make sure to attract and keep users coming to the library. The goal of this book is to ensure that you get the users attention in a new and innovative way that ensures that patrons know that their needs are being addressed in the library.

Review retrieved from The New Column Launch for User Experience on Library Journal website. Schmidt,A. (2010). User Experience Column. Retrieved from http://www.libraryjournal.com/article/CA6713142.html

Merholz,P, Wilkens, T., Schauer, B. & Verba, D. (2008). Subject to change: Creating great products and services for an uncertain world,Adaptive path on design. Sebastopol, CA:O'Reilly Media.

Summary: To achieve success in today's ever-changing and unpredictable markets, competitive businesses need to rethink and reframe their strategies across the board. Instead of approaching new product development from the inside out, companies have to begin by looking at the process from the outside in, beginning with the customer experience. The authors are from the company Adaptive Path which was one of the first design firms focused on user experience, and over the last decade we have done much to forward the practice and expose a wider audience to the concept.

Opinion: The authors are focused on making sure that customers are more important than the product by ensuring that their experience is worthwhile and unforgettable. The authors are passionate about user experience and are known within the industry as reputable and forward thinking so they decided to share what they know with their book.