The only way you can offer users a great service is if you know what they need and, thus, provide the services and contents that might be of use to them and do so in a way that is as usable as possible.
There are many ways to get to know your users. Here at the UOC Library we periodically carry out a series of actions to obtain this information that we need to be able to offer the best possible service.
- User tests. This is one of the tools that best help find out about users, their information consumption and browsing habits, etc. User tests are carried out to assess the usability of the tools on offer. Likewise, all the user tests and surveys carried out at the University are monitored and analysed to gain the widest, most comprehensive profile possible.
- Analysis of the Library Replies service. Every three months, we analyse the queries received by the Library Replies service, the Libraryâ€™s user help service. This analysis helps detect the main problems users have and assess any possible actions to resolve them â€“ for example, whether to improve the description of a service or highlight certain information or features.
- Analysis of resource use. We periodically analyse the usage data for the electronic resources and the tools to manage them (the Library website, discovery tool, link resolver) and look at the search terms used. These data let us improve the different ways of accessing resources such as the recommended links from classrooms, pre-configured subject searches, resources of interest, etc.
- Feedback from faculty. The subject librarians are also in regular touch with the faculty at the different departments which lets them keep track of their needs and proposals for resources and services â€“ for example, whether they need to jointly produce a selection of resources for subject areas or improve access to resources from the virtual classrooms, etc.
- Analysis of use of the Libraryâ€™s website. We monitor the pages that are most and least visited, user browsing behaviour, sources of access to contents, etc.
All these activities and the data they provide form part of an analysis, assessment and action design process for continuous improvement and adaptation to user needs and the changes in these needs brought on by the evolution of the Universityâ€™s teaching.
Recently, and coinciding with the start of the new semester and academic year, the UOC Library added to the collection of training videos for users on its website. Ten new short videos subtitled in three languages (Catalan, English and Spanish) have been added. They offer specific training on Library services and resources (loans and databases), on searching for specialist information (theses, patents and statistical data) and on information management.
This is further proof of the UOC Libraryâ€™s firm commitment to self-training and audiovisuals to help users both when it comes to using the Libraryâ€™s services and resources and to basic information skills that allow them to find, use and manage information themselves.
We feel that multimedia â€“ which in most cases takes the form of short videos involving screencasts and subtitles, what we call knowledge pills â€“ is the format that best meets the current training needs of our users.
We remain committed to offering this kind of training and trust that we will be able to add to the catalogue of videos in response to the needs and suggestions of our users.
All these videos, and all the other training videos, can be found in the â€śHow it worksâ€ť section of the Library website: http://biblioteca.uoc.edu/en/how-it-works.
Are you interested in knowing open or freely onlineÂ information resources in the field of Law and legislation?
In the UOC Virtual Library website, we’ve just included the Open Law Resources dossierÂ to gatherÂ theÂ main open o freely accessible resources on the field of Law mainly focussed in the area of Catalonia and Spain.
Do you know that our public administration has to fulfill theÂ obligation to publicize theÂ laws and regulationsÂ â€”as well as other dispositionsâ€”, before its application, according to the principle of information disclosure? Yes, that is.Â So, currently all the Spanish and regional legislation is freely accessible on the Internet in official gazettes or diaries, in legislative compilations atÂ websites of various government or public entities, etc.
We have mentioned before how the Universitat Oberta de Catalunya (UOC) manages its technological projects from an Human-Computer Interaction (HCI) perspective and, with this in mind, it has attended the International Conference on Human-Computer Interaction for some years now.
This conference sees scholars, researchers, companies and institutions present their projects and studies in the field of HCI.
The latest edition of the conference took place between 22 and 27 June in Crete, Greece. There were 2,000 participants, 238 posters and 244 parallel sessions.
The UOCâ€™s involvement included the presentation of the poster on â€śCustomization, Transparency and Proximity: A User-Centered Content Strategy Applied to the Design of a Virtual Library Websiteâ€ť by Mireia Leg, Mireia PĂ©rez and Pablo Rebaque, which detailed the content management strategy for the Libraryâ€™s new website, which has been redesigned using a User-Centred Design (UCD) methodology.
The aim of the redesign was to provide users with more intuitive, usable and understandable content (textual content, resources and services) by implementing criteria of customization, transparency and proximity. The study also presents a selection of best practices for applying these criteria to the design of other library websites.
The University also presented three papers. Roger Griset presented â€śCourse Sprints: Combining Teacher Training, Design Thinking and Hackathonsâ€ť and Enosha Hettiarachchi presentedÂ â€śDesigning learning tools: the case of a competence assessment toolâ€ť and â€śTeaching and Learning HCI Onlineâ€ť, the latter on the experience from the UOCâ€™s postgraduate course on HCI.
Cross-posted withÂ iCommunity blog.
If we engage in a bit of a benchmarking exercise, we can observe that most libraries have mobile sites, some have mobile applications, and very few have responsive websites.
According toÂ The State of Mobile in Libraries 2012,Â 44% of academic libraries and 34% of public libraries said they offered â€śsome type of mobile services to their customersâ€ť. Since that survey was carried out, these numbers have risen and services offered via mobile devices have become more diverse, encompassing augmented reality tours and place-based collections, point-of-need information and self-service features via QR codes, e-book and device circulation, among others.
Considerable progress has also been made in terms of access to collections as an increasing number of library vendors offer interfaces for mobile devices.
For a more up-to-date overview of the state of mobile in libraries, we can consult the M-LibrariesÂ webpage ofÂ Library Success: A Best Practices Wiki. The wiki provides a list of libraries and a list of vendors and publishers that offer mobile interfaces or applications, as well as suggested reading links for the topic.
Of course, it is also important to consider the perspective of users and know what services they use or would like to see.Though not quite up-to-date, the following data is provided by theÂ Lybrary Journal’s Patron profiles report: