Oracle BI Applications - Giving the Users the Reports They Really Want
Understanding your users OR what the @*%$ do they really want?
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Transcript of Understanding your users OR what the @*%$ do they really want?
Understanding your users
Or
Sandy Buchanan
Coming up in today's episode...
• Gathering feedback
– Surveys
– Observation/ UX
– Work/ Stats
• The reference interview
– What it is
– How to do it
• with fun and exciting activities!
• and pictures of a cat, a dog and a guinea pig
You will be judged...IM
G_6079 b
y B
randon O
'Connor. 2
010 C
reativ
e C
om
mons. F
rom
Flic
kr
We're librarians- and we worryM
e, W
orrie
d? b
y G
reeblie
2008
Three Forms of Feedback
Je ne parlez pas le Library
Please enter your destination
No cake for youS
lice o
f lem
on p
oppy c
ake b
y M
aggie
Hoffm
an. 2
008. C
reativ
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Catching your guinea pigsLittle
Guin
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ig b
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ayvan
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an. 2
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reativ
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ttributio
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hare
alik
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nal
A Matter of TimingP
rague A
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nom
ical C
lock, 2
013
Record and Retain
Survey
Spreading the word
Branding
Fun Activity No.1
This first exercise is about some of the issues around 'thinking like a student' and some of the advantages of observation as a method.
And I'm afraid it involves drawing
You don't have to draw if you're embarrassed; and I do need a few volunteers who won't be drawing.
But be warned, they don't necessarily have the easier job!
Observe/ UX
Natural Habitats
Lots
of P
enguin
s, b
y B
rian G
ratw
icke
, 2012
Penguin
Pool b
y L
indesey
Dra
ke/ B
erth
old
Lubetk
in/ T
ecto
n©
Sheffie
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alla
m U
niv
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ity. P
hoto
gra
phed b
y A
rron T
ann
As others
see us
Washing Machines
Work/ Stats
Communicate
The Blue Bird of Fiery Retribution
Questioning the Question:
the reference interview
Fun Activity No.2
So, do you have any horror stories?
What is the most stupid/ inane/ pointless/ unanswerable/ difficult question You've ever been asked?
And now we've done that, what made those questions so tricky?
What's a reference interview?
Illustration by Sidney Paget, for the Sherlock Holmes story The Boscombe Valley Mystery by Sir Arthur Conan Doyle
But will I ever play the violin again?
A Simple Question
Where are
the
journals??
Do they
want
recent
journals, or
older
materials?
Journal
Collection
Stack
But wait...
aren't there
specialist
journal
collections?
Law
TESOL
Languages
Although maybe
they really wanted
newspapers after
all ...
But we've
also got
electronic
journals...
In fact, we've
got FAR
more
electronic
journals.
So do they
mean those?
Any journal
article on
the subject,
or one
article in
particular?
Can we
find the
article in
question
on the
discovery
tool?
If we can't
find it, do
we need to
use a
specialist
journals
database?
Fire up the
subject
guides!
If we can
find it, does
it actually
do what the
student
needs it to
do?
If we find it, but we
don't own it, can we
get it through
Document Supply?
Nope. Still
can't find it.
Is the
reference
they have
right?Is the
reference
even for a
journal
article?
Could it be a
book
chapter, for
example?
Where did the
reference come
from?
Oh, so your tutor gave it to
you?
Right, let's try and figure out
what they really meant....
Sigh heavily, and
try to find out if the
assignment has
any further
requirements that
might help.
"...on a really
broad topic ,
wholly unsuited to,
and
unrepresentative,
of, journal
searching."
"My tutor told
me to find a
journal
article..."
"I want to find
a journal
article in
British
Standards"
"...but has
neglected to
tell me what a
journal is"
Ah. Do they
actually know
what a journal
article is?Emergency
Information
literacy!
Do they know
how to find
journal articles
on the discovery
tool?
They don't?
Do they know how
to find anything on
the discovery tool?
Is the subject one
well-supported by
the discovery tool?Do they need to use
the journal
databases on the
subject guides?
"What's a
subject guide?"
Which
subject
guide?
Which
database?
Has does this
crazy database
even work?
Hmm, this is a big job
.
Maybe a one-to-one's
in order....
Fun activity no.3
So, you saw how many different directions a simple question like "Where are the journals" can head off in.
So how many different possibilities are there for:
"I can't log in"
Get into teams, grab your post-its and go!
Danger Signs:
Under the Surface
Cro
codile
near J
aco
, Costa
Ric
a ©
Mik
e B
aird
, 2007. T
aken fro
m F
lickr
Draco Dormiens Nunquam Titillandus:
Beware of the Librarian
Can I help? Can I? Can I? Can I?Labra
dor R
etrie
ver ©
Eduard
o M
illo, 2
00
7, fro
m F
lickr
Parts of the Reference Interview
• Welcome:
– Hello!
Parts of the Reference Interview
• Overview:
– So what's up, dude?
Parts of the Reference Interview
• Reassurance:
– It's okay to ask
Parts of the Reference Interview
• Initial answer:
– Your answer is X, but also...
Parts of the Reference Interview
• Confirmation 1:
– Before I go any further, I am
about to do the right thing, aren't I?
Parts of the Reference Interview
• Intervention:
– [Actually sorting out the issue]
Parts of the Reference Interview
• Confirmation 2:
– Has that solved your issue?
Parts of the Reference Interview
• Finish:
– So that's what you do next time.
TTFN!
Open Questions:
I Need a Bit More to Go on ...D
esert R
ipple
s ©
Pedro
net, 2
011, fro
m F
lickr
'Satiable Curiosity
"I keep six honest
serving men
(They taught me all I
knew);
Their names are What
and Why and When
And How and Where
and Who."From 'The Elephant's Child', from the Just So
Stories by Rudyard Kipling
Illustra
tion b
y J
oseph G
leeson fro
m 1
912 D
ouble
day e
ditio
n o
f Just S
o S
torie
s, c
ourte
sy o
f New
York
Public
Lib
rary
Closed Questions:
Multiple Choice
Checking the Question:
That's Not My Teddy Bear!
© H
oria
Varla
n
© S
teve d
e P
olo
© E
mily
Sta
nchfie
ld
© A
ndre
a B
lack
© F
alc
on1961
© T
im E
vanson
Any Questions?
Creative Commons and Public Domain images thanks to Flickr, Wikimedia Commons., SHIMMER and my own photos.