Research Assistance Interactions: Exploration of Users’ Motivation

and Perceptions

Stephanie Alexander – University of Southern CaliforniaAlison Graber – University of Colorado Boulder

Alison Hicks – University of Colorado BoulderCaroline Sinkinson– University of Colorado BoulderRE

FERE

NCE

RES

EARC

H F

ORU

M

OVERVIEWO

VERV

IEW

Study Design

Results

Personas

Conclusions and Implications

QUESTIONSST

UDY

DES

IGN

Who uses our services?

Who doesn’t?

What motivates them?

How do they perceive us?

RESU

LTS:

CO

MPA

RISO

NUSERS

Used in-person services - Research Desk - Librarian Office Hours (drop-in)- Individual Consultations (by appt.)

NON-USERSHave not asked for help, either in person or online

METHODOLOGYST

UDY

DES

IGN

• 25 users• 47 non-usersSurveys

• 5 with individual usersInterviews

• 1 session with non-users

Focus Group

LIMITATIONSST

UDY

DES

IGN • Small data pool

• Service comparison

• Possible survey bias

Com

paris

on

RESU

LTS:

CO

MPA

RISO

N

Undergraduate Graduate Staff Other

48% 48%

4%0%

74%

23%

0% 2%

RANK

18-23 24-30 31-40 40+

48%

32%

12%8%

74%

19%

6%0%

AGE

Female Male

71%

29%

72%

28%

GENDER

On Campus Off Campus (Local) Off Campus (Not Local)

13%

61%

26%28%

9%

64%

RESIDENTIAL STATUS

Com

paris

on

RESU

LTS:

CO

MPA

RISO

N

n/a

Very Negative

Negative

Neither Negative or Positive

Positive

Very Positive

0%

0%

8%

44%

48%

2%

4%

11%

44%

38%

PREVIOUS LIBRARY EXPERIENCENon-Users Users

RESU

LTS:

CO

MPA

RISO

N

SERVICE AWARENESS: PeopleRE

SULT

S: U

SERS

RESU

LTS:

USE

RS

Other

Format citations

Form research question

Find known item

Find full text

Keywords

Find background info

Where to search

12%

12%

36%

52%

52%

68%

68%

80%

EXPECTATIONS

Not satisfied

Somewhat satisfied

Neither Satisfied or Unsatisfied

Satisfied

Very satisfied

0%

0%

4%

24%

72%

SATISFACTIONRE

SULT

S: U

SERS

Strongly disagree

Disagree

Neither agree nor disagree

Agree

Strongly agree

0%

0%

0%

36%

64%

WILL USE SERVICE AGAIN

No

Yes

0%

100%

WILL RECOMMEND TO FRIENDSRESU

LTS:

USE

RS

WHAT SURPRISED USERS?RE

SULT

S: U

SERS

Other

Parents or Family

Friends

Residential Advisor

Librarians at Librarian Office Hours

Writing Center Consultant

Academic Advisors

Teaching Assistants

Faculty

Librarians at Research Desk

OTH

ERIN

FORM

AL

FORM

AL

4%

32%

68%

4%

12%

20%

36%

44%

52%

56%

OTHER HELP SOURCESRE

SULT

S: U

SERS

Other

No research assignments

Ask someone else

Too busy

Not aware of services

Google/Web good enough

I don't need help

6%

6%

9%

11%

11%

26%

32%

REASONS FOR NON-USERE

SULT

S: N

ON

-USE

RS

PERSONAS

WHAT ARE THEY?Based on user dataFictionalized aggregates of potential users

WHY USE THEM?Personal empathy between designer and userHelp focus needs and goals on the user

(Lage, Losoff, & Maness, 2011)

PERS

ON

AS

Newbie NICK

“I guess I was surprised how much the librarian actually cared about my subject.”

Age: 19 years old

Rank: Freshman

Familiarity with campus: I live in the dorms, and drop by the library every few weeks.

Research Behaviors: I’ve used Google and other online resources. I had a research paper due and I didn’t know how to find peer-reviewed articles.

PERS

ON

AS: U

SER

Timely TAYLOR

“I tried to do some of my own research with JSTOR and I wasn’t finding things. I want to find out what I was doing wrong.”

Age: 24 years old

Rank: Masters student

Familiarity with campus: I attended CU as an undergrad so I know my way around.

Research Behaviors: I didn’t have any problems in the past finding what I needed in the library. I seek help when I need it.

PERS

ON

AS: U

SER

Organized OLIVER

“I contacted the librarian just to get some baseline knowledge again to kind of get me started.”

Age: 30 years old

Rank: Doctoral student

Familiarity with campus: I am new on campus and in town

Research Behaviors: I felt able to use the library at my previous university. Unlike my peers, I like to be prepared for projects and don’t have problems asking for help.

PERS

ON

AS: U

SER

No Need NAOMI

“If it is just class content, I’m going to be asking everyone in the class or looking it up online before I bother anyone.”

Age: 21 years old

Rank: Junior

Familiarity with campus: I study in the Business Library a lot.

Research Behaviors: I have used books from the Business Library, but mostly I use Google.

PERS

ON

AS: N

ON

-USE

R

Other Options OLGA

“PhDs are a lot about networking with many different people across the university… it teaches you to make use of a lot of different resources.”

Age: 27 years old

Rank: Doctoral student

Familiarity with campus: I have been here a few years and know my way around campus.

Research Behaviors: The CU Libraries have helped me get specialized maps and resources but they don’t really have the expertise to help me with my research.

PERS

ON

AS: N

ON

-USE

R

LESSONS LEARNED

RESULTSImportance of relationshipsIndividual help-seeking behaviors People don’t understand what we do

STUDY DESIGNExpand data collectionImprove survey and interview protocolsNo one is allowed to leave!

CON

CLU

SIO

N

IMPLICATIONS

DATA COLLECTIONContinue to collect data Focus on service differences

NEXT STEPSImprove promotion of services Use personas to reconfigure services

CON

CLU

SIO

N

THANK YOU!

CON

CLU

SIO

N

Image credits: Flickr users maysbusinessschool, rdecom, Blackhour