Earning the trust of your library members is crucial to delivering a great user experience. Without trust, it is impossible to connect to library members in a meaningful way. Libraries benefit in all sorts of ways when they’re trusted institutions. Trust breeds loyalty, and loyal library users are more likely to take advantage of the library. What’s more, loyal patrons will also be more apt to sing the praises of the library to neighbors and colleagues. For libraries, thinking about trust highlights the importance of recognizing members as individuals. Thinking of users not as a homogenous group but rather as persons will allow your library staff to develop more empathy and build stronger relationships. There are many ways to earn—and lose—people’s trust in a library.
The User Experience
With school back in session and students returning to the library—sometimes of their own free will, sometimes grudgingly—the library can seem quite full again after the late summer lull. This is a great time to think about the different demands that are placed on library spaces and how to manage these demands to ensure that everyone can use the library to do what they want to do.
There’s a lot of consternation out there about training our workforce. Recent articles from voices in the field of library and information science (LIS) have questioned the value of the MLIS or pointed toward an uncertain and evolving future. Former LJ editor in chief Michael Kelley’s “Can We Talk About the MLS?” garnered much attention. Kelley argues that the profession should have a serious conversation about the values and merits of formalized, professional LIS education.Kelley’s call for discussion is a sound one and is echoed in Brian Kenney’s similarly themed piece in Publishers Weekly, “So You Think You Want To Be a Librarian?”. Kenney’s frank approach looks beyond collections to interaction. These articles struck a nerve; the resulting links, comments, and discussion serve as evidence of librarians’ interest in the topic and, perhaps, their sensitivities to these issues. Why the consternation? Librarians want libraries to succeed, and they know that libraries must evolve in order to succeed. The future of libraries is closely linked to the skills of newly minted librarians.
Historically, libraries have been centered on bringing the world to our members through our collections. This problem of access was important to help solve, meeting a vital societal need. Likewise, our focus on information technologies and the web is natural, too. Throughout the years, these tools have presented some outstanding challenges, though generally they have aided tremendously in our mission to expand access to accumulated cultural knowledge and output. But our fixation on collections and technology is no longer serving us—nor our members.
Right now, the biggest trend in website design is responsive web design (RWD). In a responsive design, a website elegantly displays on any size device. The popularity of RWD is, in part, a response to the proliferation of mobile devices. In hopes of increasing usability, organizations want to ensure that people can use their sites no matter how they’re accessing the web. But RWD isn’t itself a solution to library website woes. As I see it, there are two problems: RWD can only accomplish so much, and it doesn’t address the root issue of providing library services in a mobile context.
Every patron’s overall experience will be formed by each touchpoint used at the library–each interaction enhances or detracts from the experience. Each time users are confused, a bit of goodwill is depleted and the user’s experience sours. Conversely, each time they find what they need or easily accomplish a task, the reservoir is filled.
Aside from paying very little attention to visual design and not caring about the impact of horrible typography, the big problem with library catalogs is that they are not designed to help people accomplish library tasks. Instead, they’re designed to expose catalog records.
Correct me if I’m wrong, but this is totally backward—prioritizing the collection, not people, results in a user-hostile interaction design and a poor user experience.
Imagine the reverse: a tool that prioritizes helping people accomplish their tasks, whereby bibliographic data exists quietly in the background and is exposed only when useful.
With the monthly report due, a budget to balance, or a program to book, thinking about your library’s logo might not be high on your to-do list. After all, logos can seem like pieces of visual fluff that marketing folks just tack on to an organization. It’s unfortunate that logos often get this sort of treatment, because we should take them more seriously.
Keeping libraries free from clutter shouldn’t be solely the purview of the fastidious. It’s something we all can and should be able to achieve. With less clutter, people will have an easier time of finding what they want, and they’ll have a more peaceful experience. Conversely, clutter in and around the library is a user experience issue we all must address.