1. (c) 2002 Kelly Donaldson, Jane Foo1 “I Know It’s There, But I Can’t Remember Where” Designing And Implementing User-Centered Information Services Over The Web Kelly Donaldson and Jane Foo Seneca College Learning Commons Computers in Libraries, March 14, 2002

2. (c) 2002 Kelly Donaldson, Jane Foo2

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4. 4 The Learning Commons Learning Support Initiatives Appendices Setting the Stage Bibliography Contact Us Issues The Learning Commons “… a blend of library expertise, learning centre academic support, audio-visual services and microcomputer resources in one accessible academic facility” Goals of the Learning Commons Web Site  To enhance user’s research & information literacy skills and develop their computer literacy skills  To provide users with a diverse range of learning-centered resources and services that are up-to-date, relevant, flexible and progressive LCO Project Facts UCD and IA in Action

5. (c) 2002 Kelly Donaldson, Jane Foo5 The Learning Commons LCO Project Facts Contact Us Setting the Stage UCD and IA in Action Learning Support Initiatives Issues Appendices Bibliography LCO Project Facts Structure

6. (c) 2002 Kelly Donaldson, Jane Foo6 The Learning Commons LCO Project Facts Resources Staff:  Approx. 40 staff members involved  4 campuses  3 different service areas (A/V, Library, Learning Centre) Technical:  Content development: Word  Web site structure: Visio  Web Development: Dreamweaver, HomeSite  Graphic Design: Photoshop  Other: Linkbot, BOBBY, EZSort Money:  staffing, software, and a test server Contact Us Setting the Stage UCD and IA in Action Learning Support Initiatives Issues Appendices Bibliography

7. (c) 2002 Kelly Donaldson, Jane Foo7 LCO Project Facts Framework The project was developed utilizing principles derived from both User Centered Design (UCD) and Information Architecture (IA) Recurring Themes oFunctionality oScalability oConsistency / Standardization oUsability Contact Us The Learning Commons Setting the Stage LCO Project Facts UCD and IA in Action Learning Support Initiatives Issues Appendices Bibliography

8. (c) 2002 Kelly Donaldson, Jane Foo8 Setting the Stage Setting the Stage … …for User-Centered Design oUnderstand the users and the user’s tasks, information needs and context oUse existing information / design expertise (user-centered, not user-driven) oKeep it simple oRapid prototyping oIterate, iterate, iterate ! …for Information Architecture oFiguring out what we wanted the site to do oCreating order out of chaos To find a form that accommodates the mess, that is the task of the artist now. - Samuel Beckett Contact Us The Learning Commons LCO Project Facts UCD and IA in Action Learning Support Initiatives Issues Appendices Bibliography

9. (c) 2002 Kelly Donaldson, Jane Foo9 Setting the Stage Information Architecture Building your Infrastructure oInformation architecture is the “science” of figuring out what you want your site to do oconstructing a blueprint before diving in and starting to put things together This includes determining: ocontent osite structure (narrow vs. deep) oorganization of information orelationships between information oheadings/labels for information ….all of which were determined from user feedback. Contact Us The Learning Commons LCO Project Facts UCD and IA in Action Learning Support Initiatives Issues Appendices Bibliography 87

10. (c) 2002 Kelly Donaldson, Jane Foo10 Information Architecture Architectural blueprint of LCO homepage

11. (c) 2002 Kelly Donaldson, Jane Foo11 Information Architecture Text version of architectural blueprint Notes:  Items in red are not yet developed  Strikethrough items have been deleted from the site 1. Homepage 2. Find Magazines & Newspapers 2.1 Library Catalogue (BIBCAT) 2.2 Seneca's Electronic Resources 2.2.1 Alphabetically 2.2.2 Canadian Content 2.3 Electronic Magazines & Newspapers Titles List ("alphabetically" & "by subject) 2.4 Electronic Resources Search Features Chart 2.5 Get Help Finding Magazines, Journals & Newspapers 2.5.1 Why Use Magazines & Newspaper Articles? 2.5.2 How do I Find an Article? 2.5.2 Evaluating Magazines, Journals & Newspapers (links to 23.2) 2.5.3 Saving Your Results 2.5.3.1 Printing (links to ?) 2.5.3.2 Downloading (links to ?) 2.5.4 Style Guides/Citing Information (links to 22.2) 2.5.5 Off Campus Access to Magazines, Journals & Newspapers (links to 5.2) 2.5.6 Plagiarism (information for students) (links to 22.7)

12. (c) 2002 Kelly Donaldson, Jane Foo12 UCD and IA in Action oCard Sorting and Cluster Analysis oUsability tests : task-oriented prototype testing Utilized to help determine site: ocontent ofunctionality Also used to determine the most effective means of: oorganization onavigation olabeling oterminology ohome page layout Contact Us The Learning Commons LCO Project Facts Setting the Stage Learning Support Initiatives Issues Appendices Bibliography

13. (c) 2002 Kelly Donaldson, Jane Foo13 UCD and IA in Action Card Sorting/Cluster Analysis User performs card sorting Contact Us The Learning Commons LCO Project Facts Setting the Stage Learning Support Initiatives Issues Appendices Bibliography

14. (c) 2002 Kelly Donaldson, Jane Foo14 UCD and IA in Action Card Sorting/Cluster Analysis Results of card sorting grouped and analyzed Contact Us The Learning Commons LCO Project Facts Setting the Stage Learning Support Initiatives Issues Appendices Bibliography

15. (c) 2002 Kelly Donaldson, Jane Foo15 UCD and IA in Action Card Sorting/Cluster Analysis Cluster analysis performed by IBM’s EZSort based on results of card sorting Contact Us The Learning Commons LCO Project Facts Setting the Stage Learning Support Initiatives Issues Appendices Bibliography

16. (c) 2002 Kelly Donaldson, Jane Foo16 UCD and IA in Action Usability Testing A paper prototype of the LCO homepage was placed in front of the user, who was then asked to explain where they would look on the site to accomplish the following tasks: Task One (15 min) You want to find some journal articles that discuss the life and literature of Margaret Atwood for an English essay that you have to write. What do you do? Task Two (15 min) It is almost the end of your last semester, and you are trying to find out how much money you owe in fines for overdue books. What do you do? Task Three (5 min) The new semester has just started, and you want to look at your timetable for this semester. What do you do? Contact Us The Learning Commons LCO Project Facts Setting the Stage Learning Support Initiatives Issues Appendices Bibliography

17. (c) 2002 Kelly Donaldson, Jane Foo17 UCD and IA in Action Some Interesting Tidbits Users don’t always think the same way we do! For example, from a student’s perspective: Question: What is one of the most important things to see on a library homepage? Answer: Employment Resources Question: Where would you go to find information about your overdue library fines? Answer: Collection Development Contact Us The Learning Commons LCO Project Facts Setting the Stage Learning Support Initiatives Issues Appendices Bibliography

18. (c) 2002 Kelly Donaldson, Jane Foo18 UCD and IA in Action Some Interesting Tidbits Users don’t understand terminology such as: oCirculation Department oPeriodicals oInterlibrary Loans Users do understand terminology such as: oBorrower Services oMagazines and Journals oBorrowing Books From Another Library Contact Us The Learning Commons LCO Project Facts Setting the Stage Learning Support Initiatives Issues Appendices Bibliography

19. (c) 2002 Kelly Donaldson, Jane Foo19 Learning Support Initiatives The following are just some of the collaborative projects being developed as a result of LCO and user testing: oResearch by Subject oPersistent Course Resource oResearch Success Tutorials oGetting Started oVirtual Reference Service (Ask LCO Live) Contact Us The Learning Commons LCO Project Facts Setting the Stage UCD and IA in Action Issues Appendices Bibliography

20. (c) 2002 Kelly Donaldson, Jane Foo20 Learning Support Initiatives Research by Subject Users identified a desire to access information by subject area. Specifics: wSubject areas based on Seneca specific programs/courses wAll pages utilize a standardized page layout and subheadings (template) wEach page is owned and maintained by a library staff who is considered the expert of that subject area wAll resources on each page are created and reviewed according to “Research by Subject Content Evaluation Guidelines” http://learningcommons.senecacollege.ca/learningcommo ns/Library/ResearchbySubject/ Contact Us The Learning Commons LCO Project Facts Setting the Stage UCD and IA in Action Issues Appendices Bibliography

21. (c) 2002 Kelly Donaldson, Jane Foo21 Learning Support Initiatives Persistent Links Users wanted to be able to easily access full-text resources. These links provide direct (one-click) access to customized online full-text resources for Seneca courses and programs. MySeneca / Blackboard online courses whttp://my.senecacollege.cahttp://my.senecacollege.ca Non-Blackboard online course (IHP 601) whttp://ilearn.senecac.on.ca/aahs/health/IHP/601/http://ilearn.senecac.on.ca/aahs/health/IHP/601/ SeneSCAN: Environmental Scanning whttp://www.senecac.on.ca/senescan/http://www.senecac.on.ca/senescan/ Contact Us The Learning Commons LCO Project Facts Setting the Stage UCD and IA in Action Issues Appendices Bibliography

22. (c) 2002 Kelly Donaldson, Jane Foo22 Learning Support Initiatives Research Success Tutorials Users identified a desire to participate in self-directed learning. A collaborative effort undertaken by faculty and librarians. Development and implementation of various online, interactive tutorials Programs to date include: oBusiness oEnglish oNursing oTravel & Tourism oELI (http://ilearn.senecac.on.ca/library/eli)http://ilearn.senecac.on.ca/library/eli Contact Us The Learning Commons LCO Project Facts Setting the Stage UCD and IA in Action Issues Appendices Bibliography

23. (c) 2002 Kelly Donaldson, Jane Foo23 Learning Support Initiatives Getting Started Users explained that they like things “quick and simple”. This page provides them with an overview of the research process and quick links to each topic Highlights include: oSelecting and understanding a topic oSearching for and evaluating information from various sources oIssues to consider during the writing process http://learningcommons.senecacollege.ca/learningcommo ns/Library/GettingStarted/researchPage.html Contact Us The Learning Commons LCO Project Facts Setting the Stage UCD and IA in Action Issues Appendices Bibliography

24. (c) 2002 Kelly Donaldson, Jane Foo24 Learning Support Initiatives Ask LCO Live Users love to chat! oLive, real-time reference services oCurrently performing a pilot project with designated courses throughout Seneca oOn-going staff training oOn-going user testing to test both look and functionality oIncreasing hours of availability oPotential future partnerships with a library from Australia in order to provide 24 hour service http://learningcommons.senecacollege.ca/learningcommo ns/LCGeneral/VRSIntro.html Contact Us The Learning Commons LCO Project Facts Setting the Stage UCD and IA in Action Issues Appendices Bibliography

25. (c) 2002 Kelly Donaldson, Jane Foo25 Issues Past and Remaining Issues 1. Political oNo comment! 2. Content oMaintenance of existing content oOngoing development of new content oContinued user testing of content to ensure usability 3. Design oLogo, visual look and stakeholders 4. Technical oITT oStaff training and development Contact Us The Learning Commons LCO Project Facts Setting the Stage UCD and IA in Action Learning Support Initiatives Appendices Bibliography

26. (c) 2002 Kelly Donaldson, Jane Foo26 Appendices Seneca College Links Ask LCO Live: http://learningcommons.senecacollege.ca/learningco mmons/LCGeneral/VRSintro.html Getting Started: http://learningcommons.senecacollege.ca/learningco mmons/Library/GettingStarted/researchPage.html Learning Commons Online: http://learningcommons.senecacollege.ca/ Research by Subject Pages http://learningcommons.senecacollege.ca/learningco mmons/Library/ResearchBySubject/CorporateCommu nications.html Research Success Tutorials (restricted access) MySeneca / Blackboard online courses http://my.senecacollege.ca Non-Blackboard online course (IHP601) http://ilearn.senecac.on.ca/aahs/health/IHP/601/ SeneSCAN: Environmental Scanning http://www.senecac.on.ca/senescan/ Contact Us The Learning Commons LCO Project Facts Setting the Stage UCD and IA in Action Learning Support Initiatives Issues Bibliography

27. (c) 2002 Kelly Donaldson, Jane Foo27 Bibliography Information Architecture: Rosenfeld, Louis and Peter Morville. Information Architecture for the World Wide Web. Cambridge: O’Reilly, 1998. Shiple, John. “Information Architecture Tutorial.” Webmonkey. 8 Jan. 2002. http://hotwired.lycos.com/webmonkey/design/site_building/tutor ials/tutorial1.html. UCD and IA in Action: “EZSort (beta release).” IBM. 9 Jan. 2002. http://www- 3.ibm.com/ibm/easy/eou_ext.nsf/Publish/410. “What is Card Sorting?.” 12 Dec. 2001. Information & Design. 9 Jan. 2002. http://www.infodesign.com.au/usability/cardsorting.html User-Centered Design: Hackos, JoAnn T. and Janice C. Redish. User and Task Analysis for Interface Design. New York: Wiley & Sons,1998. Krug, Steve. Don't make me think! : a common sense approach to Web usability. Indianapolis, Ind.: Que, 2000. Norman, Donald A. The design of everyday things. New York: Basic Books, 1988. Nielsen, Jakob. Designing web usability. Indianapolis, Ind.: New Riders Publishing, 2000. “User-Centered Design.” IBM. 9 Jan. 2002. http://www- 3.ibm.com/ibm/easy/eou_ext.nsf/Publish/570 Contact Us The Learning Commons LCO Project Facts Setting the Stage UCD and IA in Action Learning Support Initiatives Issues Appendices

28. (c) 2002 Kelly Donaldson, Jane Foo28 LCO Project Facts UCD and IA in Action Bibliography Contact Us Questions? Learning Commons Web site: http://learningcommons.senecacollege.ca Kelly Donaldson Kelly.Donaldson@senecac.on.ca Jane Foo Jane.Foo@senecac.on.ca The Learning Commons Setting the Stage Learning Support Initiatives Issues Appendices