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OLA SUPER CONFERENCE 2005 Amazing Stories @ your library Thursday February 3rd, 2005 Libraries by...
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Transcript of OLA SUPER CONFERENCE 2005 Amazing Stories @ your library Thursday February 3rd, 2005 Libraries by...
OLA SUPER CONFERENCE 2005 Amazing Stories @ your library Thursday February 3rd, 2005
Libraries by Design: Library Design Based
on User Input
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Vivian Lewis Associate University Librarian, McMaster
University
Tanis Fink Chief Librarian, Seneca College
Cathy Capes Principal, Moffat Kinoshita Architects Inc.
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Vivian Lewis
Shifting the Focus on Library
Design
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Overview
The big picture The traditional approach to library design Why we’re reluctant to ask our users Why asking is so important
Recent activities at McMaster One year of intensive reflection on library
space (surveys, focus groups, etc…)
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
The Traditional Focus Historically, planning driven
by collections and operational efficiency.
The “user” largely absent from early planning literature
Heavily standards based Decisions based on anecdote,
casual observation and serendipity
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Reasons for Our Reluctance
Believe we already know what they think
Lack time or in-house expertise Don’t think users will understand or care Fear we wont like what they have to say Know there won’t be
consensus Financial issues will stop us
from following through Not part of our culture to ask!
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Result: some truly bad ideas!
Steady elimination of study seats to make room for print collections
Large “Ivy League” reading rooms Uncomfortable (but very durable) furnishings Chemical colours Lack of natural light
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
The Paradigm Shift
Libraries are now becoming “social places where learning happens”
Library planning “relies far more on anticipated user patterns and, ideally, considers how the space contributes to the educational mission of the institution” (Kathlin Smith, 2005)
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Benefits of talking to our users / clients
To understand or predict user preference or behavior (anecdotes, formulas and results from other libraries insufficient)
To inform the planning process To influence or persuade stakeholders To be accountable
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Public Space Planning at McMaster Profile: mid-sized research-intensive university 3 libraries (plus Health Sciences Library) 200,000 square feet of public space 3 million print volumes limited experience with user assessment
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
The Situation in 2003 Severe crowding in stacks Insufficient study space Insufficient access to
computers Inadequate provisions for
group study and collaborative work
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Taking a New Turn: Public Space Review Mandate
Accommodate significant increases in the number of people using the library
Establish a reasonable balance between collection, study, technology and service space
Meet users’ changing information needs and learning styles
All within the footprint of the current buildings!
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
“Tell us what you think”
Questionnaire Focus groups Interviews with key opinion makers Photo gallery Discussions with our 4 user groups Public comment via web page
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Why use a Questionnaire?
Elicit opinions from a large number of users in a relatively short period of time
Ability to extrapolate results to entire population
Easy to analyze data, quantify, compare, benchmark
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Drawbacks
Sample composition can invalidate results
Takes time to write effective questions, administer survey, analyze results
Limits users’ abilities to express their opinions (pre-defined options)
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Questionnaire
Short and simple - 7 questions, mostly closed Available both online (from library home page)
and in the library More exploratory than scientific
Self selected rather than random sample Internet surveys skewed by response demographics
Only moderate outreach to non-users 906 responses (200 from the online form) A rich source of data for decision making in
conjunction with other tools
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Best Practices
Establish clear objectives for the survey (“To understand how users….)
Agree in advance on precise data being sought in each question
Define all imprecise terms Ask the minimum number of questions necessary
to capture information
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
More Best Practices
Avoid loaded questions and biased phrasing Avoid two-edged questions Pre-test the survey on a group representative of
your users Communicate results (prompt, accurate, simple,
focus on action items)
Adapted from Association of Research Libraries, User Surveys in Academic Libraries, Sept. 1996.
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Improving Response
Quick and easy (surveys are impositions!) Incentives (book store vouchers…) Survey on topics of interest to users Ensure confidentiality Make it look professional Avoid survey fatigue
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Researcher’s Regret
Focused on preferences. Later wished we had more information on behavior. [User may prefer a carrel, but how often does he also require a group study room, lounge seat, etc.?]
Wanted more information on WHY? [Best gathered through focus groups]
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Best Question
“If we could change one thing about the physical space in the libraries, what should it be?” Elicited very persuasive comments Some major surprises (e.g, lighting) Significant consistency within each library
– but significant variation between libraries
Mills (more computers!), Innis (more group study rooms!), Thode (more study space)
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Other Tools
Focus Groups Interviews with key
opinion leaders Photo Gallery (visual
notebook of current space utilization)
Discussions at our four user groups
Public comment from the web page
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Challenges
Unrealistic demands (want group tables and silence at the same time)
Want more flexibility than we are able to provide (change the furnishings during exam time!)
Colliding opinions (music students want a separate listening area but faculty want all collections and equipment together)
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
More Challenges
Conflicts with our staff (staff want total silence, acres of carrels…)
Faculty (hard pressed to engage them in process, base assumptions on their experiences 20 years ago)
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
A Blueprint for the Next Decade Presented to user
groups Oct. – Dec. 2004.
Posted to public web site February 2005.
Recommended dramatic increase in amount of “people” space, creation of high density storage facility, support for Commons facilities in both Mills and Thode Libraries… Proposed Commons in Mills
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
The Dialogue Continues…
Campus Consultation on Public Space scheduled for March 22, 2005
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Final Thoughts
Users care deeply about physical spaces in the libraries (and are willing to talk about it!).
Cookie cutter solutions won’t work. Each library has its own culture.
Some of our assumptions are faulty. Engaging the user in the design
process will help us build better libraries – “social places where learning happens.”
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Tanis Fink
Library Design and USER INPUT
“Oy Vey”
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Outline
Background on Seneca’s Design Experience
Answers to the Top Twelve Questions on how to get effective user input.
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
About Seneca’s Philosophy
User Centered Design (UCD) Delivery of our services Development of our collections Building and renovating of our facilities
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
About Seneca’s Philosophy
What is User-Centered Design (UCD)? It is an approach that focuses on the end user
from the every beginning of your project and emphasizes validation with the users at each step during the design process.
Client-centered in industry Focuses on customization
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
About Seneca’s Philosophy
Our facilities
Redesigned our library space to respond to the changing needs and expectations of our users. Library and Learning Commons
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
About Seneca
Generation Y Students: Born in or after 1982 Information Technology Self confident and vocal Team based organization Collaborative space is important Typing is preferred to handwriting Staying connected is essential Zero tolerance for delays 24 x 7 is essential Customer service is an expectation not an exception
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
About Seneca
Seneca Students want: Lots of Technology Collaborative work space Welcoming environment One stop academic shopping
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
About Seneca’s Design Experience
King Campus Learning Commons
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
About Seneca’s Design Experience
Seneca @ York Learning Commons
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
About Seneca’s Design Experience
Computer Pod
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
About Seneca’s Design Experience
Newnham Library and Learning Commons
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
About Seneca’s Design Experience
Markham Campus
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
About Seneca’s Design Experience
When not to ask a user? Sacred Cows! Political agendas Make yourself aware of
them!
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Top Twelve Questions
Answering the top twelve questions on how to get effective user input!
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Top Twelve Questions
#1: Is it expensive to acquire excellent user input when designing a library?
Time consuming and costly Be prepared Be practical Make sure you budget for this process
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Top Twelve Questions
#2: What am I looking for in terms of user input? What questions do I ask?
Analyse the data you have! Identify what you need to know! Relax with the process of
gaining user input!
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Top Twelve Questions
#2: Analyse the data you have!
Usage activity Circulation data Number of seats presently in the library Number of workstations Compare to standards
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Top Twelve Questions
#2: Identify what you need to know!
Drive the question process Don’t waste money on knowledge you have Research best practices
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Top Twelve Questions
#2: Relax with the process of gaining user input!
You are not doing your masters or doctorate You are just gaining insight from your users Make it a simple process for your library ”Paralysis by analysis”
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Top Twelve Questions
#3: What tools do I use? User surveys Focus groups Interviews Open forum Exit polls Lots of techniques to pick from
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Top Twelve Questions
#4: Is it okay to use one method?
Staffing Budget What are your comfortable with? What are you successful with?
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Top Twelve Questions
#5: What is the best tool to use?
Focus group versus
Survey
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Top Twelve Questions
#6: When would you use a survey? Surveys take a lot of time Surveys are an imposition Short with specific questions Small Budget project Very portable Best practices
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Top Twelve Questions
#7: Why use a focus group? Costly ”Focus group interviewing is a powerful and significant
way to gather data on specific issues and problems” Specific and detailed information Time to get to know your user Address a wide variety of issues Anyone can participant Opportunity to clarify and probe Produces data in respondent’s own words
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Top Twelve Questions
#8: Who should you invite to a focus group?
Balanced, realistic and authentic reflection of your user community
Identify your stakeholders Identify how they use the library Mixture of programs, genders and age
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Top Twelve Questions
#9: Who should be responsible for your focus group?
Internal Expertise External Expertise Consultant versus home grown experience
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Top Twelve Questions
Shop around Call other libraries and investigate Get many referrals and references Make sure you are comfortable
with the person and process
#10: How do I find the right consultant?
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Top Twelve Questions
#11: How do I get users to participate?
Feed them! Make it an enjoyable
process Timing is important When, where and what time Advertise through many
techniques
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Top Twelve Questions
#12: How do I process the information?
Don’t ask, if you are not going to implement Have the consultant create a report Bring back to planning committee Results of the process What will happen next?
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Final Thoughts
Incorporating user input is the right thing to do! Be prepared on what you need to reduce cost Investigate best practices Learn from your architect, they are
an amazing resource!
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Cathy Capes
Stocking Your Tookit
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Design
Design shapes the way we experience the world.
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Design Process
How we help shape your design experience 5 Questions:
When might you need an architect? Why an architect? Who participates? What will we talk about? What are the outcomes?
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Design Process
When might you need an architect?
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Design Process
When might you need an architect? Before your have a crisis Imagine the possibilities Test ideas, hunches Explore space implications of program and
strategy Prepare preliminary cost estimates Assist in Fundraising Assist in preparing a case for funding Help when you need community awareness
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Design Process
Why an architect?
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Design Process
Why an architect?
Traditional Design Thinking Good Design Value
experts with answers help clients to think things through (weighing tradeoffs / options)collaboratorschallenging assumptions
buy-in co-ownership (stakeholders)interpreting clients needs lead visioning events that emphasize shared responsibility for resultscontrol over the design process
strategic partner
good listeners
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Design Process
Who participates?
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Design Process
Who participates? What is your culture? Who are you partners or allies? What about the common goals but
diverse interests? What new allies can you bring to the
table?
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Design Process
What do we talk about? Tangibles: how much
and how many
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Design Process
What do we talk about? Tangibles: how much and how many
Statistical data Service requirements Programme areas Building standards Building systems Finishes Technology requirements
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Design Process
What do we talk about? Intangibles: qualitative
aspects of the library experience
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Design Process
What do we talk about? Intangibles: qualitative aspects of the
library experience Culture and values
service model and mission statement Customs and philosophies
teaching and learning Meaning and context
connecting to the community the library serves
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Design Process
What are the outcomes? The building
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Design Process
What are the outcomes? Design principles Decision-making mechanisms Crisis-management strategies Long-term phasing strategies Service model Business plan Space requirements or building program Report to Administration A toolkit
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Design Process
What are the outcomes? A toolkit
Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005
Contacts
Vivian Lewis Associate University Librarian, McMaster University
Tanis Fink Chief Librarian, Seneca College
Cathy Capes Principal, Moffat Kinoshita Architects Inc.