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1 Copyright © 2004 Amos A Lakos Friday, June 26, 2004 ALA/LITAIPIG – Portal Symposium Portals in Libraries Assessment & Outcomes Amos A Lakos Librarian Rosenfeld Management Library - UCLA firstname.lastname@example.org http://personal.anderson.ucla.edu/amos.lakos/index.html email@example.com http://personal.anderson.ucla.edu/amos.lakos/index.html
2 Copyright © 2004 Amos A Lakos Friday, June 26, 2004 ALA/LITAIPIG – Portal Symposium Key Portal Principles Simplicity Dependability - predictability Demonstrate value (results) self sufficiency from the customer perspective Ability to personalize - empower Long-term success requires a systematic approach
3 Copyright © 2004 Amos A Lakos Friday, June 26, 2004 ALA/LITAIPIG – Portal Symposium Why we need assessment? To be informed about customer expectations Ensure successful outcomes for customers To implement a more effective portal Will focus on two areas Usability Outcomes
4 Copyright © 2004 Amos A Lakos Friday, June 26, 2004 ALA/LITAIPIG – Portal Symposium Why Do Usability Assessment? To evaluate continuous effectiveness To assess changing expectations To manage resources, staff, campus relations To manage portal structure To manage information channels
5 Copyright © 2004 Amos A Lakos Friday, June 26, 2004 ALA/LITAIPIG – Portal Symposium Importance of Usability Ensure – Simplicity Reliability Retain customer long-term loyalty Usability assessment needs to be - Understood as a strategic imperative to keep the web site customer focused A tool to be informed by the customer First step in providing the right service Usability has to become the library’s fundamental organizational culture
6 Copyright © 2004 Amos A Lakos Friday, June 26, 2004 ALA/LITAIPIG – Portal Symposium Portal Outcomes Learning Outcomes Research Outcomes Find Information – fast - save time! Empower Self Sufficiency Improve Administrative & Fiscal Efficiency – save money! Reliable Transactional Framework Feedback Loop Community Building – retention, alumni relations…
7 Copyright © 2004 Amos A Lakos Friday, June 26, 2004 ALA/LITAIPIG – Portal Symposium Possible Outcomes Registration, Admissions web, less errors, reliable info, communication staff re-organization, skills, training Financial Management reliability, timeliness, save money Course Management Systems (CMS) students, faculty, TA’s – timely info advisory system improvement Special Customer Group Services alumni, health patients, stakeholders, etc
8 Copyright © 2004 Amos A Lakos Friday, June 26, 2004 ALA/LITAIPIG – Portal Symposium Organizational Outcomes Structural Clarity Planning, budgets, processes Strategy – business redesign (not technology) Enable e-business solutions – purpose – service improvement to diverse clientele Better channels of internal communication Empowered staff & external customers Process improvement – faster – more accurate data Sustaining a culture of assessment Maintaining feedback focus Better control of information for decisions making Create faster change processes
9 Copyright © 2004 Amos A Lakos Friday, June 26, 2004 ALA/LITAIPIG – Portal Symposium MyLibrary at NCSU
10 Copyright © 2004 Amos A Lakos Friday, June 26, 2004 ALA/LITAIPIG – Portal Symposium University of Minnesota – One Stop
11 Copyright © 2004 Amos A Lakos Friday, June 26, 2004 ALA/LITAIPIG – Portal Symposium Univ of Minesotta – One Stop Over 25,000 students use it Membership part of admission Training delivered through the portal Course management system – enables monitoring & advising Public services admission staff are cross trained to answer all questions Demand for personal services – down On-line admissions – saved $300,000 a year No more annual audits
12 Copyright © 2004 Amos A Lakos Friday, June 26, 2004 ALA/LITAIPIG – Portal Symposium MyUB – University of Buffalo
13 Copyright © 2004 Amos A Lakos Friday, June 26, 2004 ALA/LITAIPIG – Portal Symposium MyUB – University of Bufallo “Need to Know” feature – impact on current awareness Faculty & Advisor’s view through CMS – More pro-active advising Better informed about how students perform Students aware what they need to graduate Course balance calculator Paper use down Grades are sent online More accurate data – less errors – less failed payment transactions Faculty – easy & accurate access to class lists
14 Copyright © 2004 Amos A Lakos Friday, June 26, 2004 ALA/LITAIPIG – Portal Symposium MyUW – University of Washington
15 Copyright © 2004 Amos A Lakos Friday, June 26, 2004 ALA/LITAIPIG – Portal Symposium University of Washington Student Services – identification by roles, not ids Application & registration – all info available to students Faculty control all CMS & scheduling, exams UW Medical Network – developing patient relationship portal 100 diabetes patients track status in real time 50,000 Undergrads 18,000 Grads 8,500 Faculty 41,000 staff 35,000 alumni
16 Copyright © 2004 Amos A Lakos Friday, June 26, 2004 ALA/LITAIPIG – Portal Symposium Blink – UC–San Diego
17 Copyright © 2004 Amos A Lakos Friday, June 26, 2004 ALA/LITAIPIG – Portal Symposium Blink - UCSD Mainly a campus administrative portal Allows for easy feedback Phone calls down dramatically in – Admissions, HR, payroll, purchasing… Revise staff responsibilities – training programs change Didn't need to increase staff – although academic programs grew Issues – legacy systems – identity loss – culture change
18 Copyright © 2004 Amos A Lakos Friday, June 26, 2004 ALA/LITAIPIG – Portal Symposium Zportal – Iowa State University
19 Copyright © 2004 Amos A Lakos Friday, June 26, 2004 ALA/LITAIPIG – Portal Symposium zportal – Iowa State U. Users favourable to the Findit! Discovery/delivery tool Doing systematic usability testing Regular comment – want single Google like search box as starting point Librarians concern – Educate users when to use which interface
20 Copyright © 2004 Amos A Lakos Friday, June 26, 2004 ALA/LITAIPIG – Portal Symposium Portal Fundamentals - 1 "The problem with portals is not technology, but rather organizational obstacles, defining goals, adopting a clear business plan and even how you describe different portal features," Nate L. Root, Forrester Research
All growth is a leap in the dark, a spontaneous unpremeditated act without benefit of experience. Henry Miller
22 Copyright © 2004 Amos A Lakos Friday, June 26, 2004 ALA/LITAIPIG – Portal Symposium LITA IPIG Interest Group Web Site http://litaipig.ucr.edu/
1 Copyright © 2004 Amos A Lakos Friday, June 26, 2004 ALA/LITAIPIG – Portal Symposium Portals in Libraries Vision Presentation Amos A Lakos Librarian Rosenfeld.
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