Following up on last week’s post referencing library user experience, I sketched out the areas of interaction where user experience might be “a thing.” The more I thought about it, the more involved it became. Here is the first draft:
See what I mean?
We think about student user experience as an amorphous entity and wonder how to increase student engagement in the library and with library services. But what is required is to deconstruct or decompose the single overall experience into its constituent activities, then focus on each interaction.
Let’s start with the center and the right side of the above sketch.
A correction emerges:
Why should the learning management system (LMS) be of concern to the librarian, you might ask? Increasingly, Blackboard (or whatever system is being used) is the primary location for the give and take between students and their instructor and between students themselves that results in learning. If the librarian is missing in action there, not providing and demonstrating library resources, a significant part of the learning opportunity is lost and the resulting user experience is to some extent defective. If present, the librarian can, in the best case, incorporate research resources, and in the least case, point students to the library website and to the reference desk in response to stated and unstated requests for additional resources and for research instruction. This is the newest frontier of user experience I will discuss here, but by no stretch of the imagination is it the easiest. New frontier, new turf, borders to be crossed, walls to be brought down.
The library website. Yesterday, en route to the reference desk for my final hour on a quiet autumn evening, I took a detour to the snack bar downstairs for a decaf cafe americano. The place was packed. There was a hum, a buzz, like a beehive. Students were on their laptops and tablets, some social media-ing, but many doing hardcore work, individually and in groups. And that’s when it hit me. Students have less need to physically visit the library when the library website is top notch, firing on all cylinders, linking them to the information universe. All they need is a brief but thorough lesson in how to find the library webpage and what to do with it to make it work for them. Maybe, just maybe we should dispatch reference librarians to places where students already congregate to study, for onsite library website use instruction, and for general fofoca (hearsay, gossip, chit-chat).
The library itself. Every now and then library users come in for books. For books! Can you believe it? And we have books at our library, on the shelves, thousands of them, just in case. And we count people who come in, and keep track of what books circulate, and new books get ordered and arrive and are processed in, just like old times. First in, first out.
Collections still matter.
But books on shelves are increasingly becoming museum-like, interesting relics of a time long past, a moveable feast in an ancient house of curiosity. Books will always matter as long as there are people who can make them, either as writers and scholars, or as bookbinders. Maybe there is a place for each university library to share with the university press (if there is one) in making books, perhaps with one of those machines that produces and reproduces books on demand. Artisanal, like Four Seasons, and just-in-time, like Uber.
Next week we will continue with a discussion of the reference desk. In the meantime, good stuff from #UXLibs here.
And for dessert, a full album of Guru, Jazzmatazz…