AUTHENTICATION TASK FORCE NEEDS ASSESSMENT PRESENTATION OF RESEARCH PRESENTED TO THE MASSACHUSETTS BOARD OF LIBRARY COMMISSIONERS (MBLC) SUBMITTED BY Anne Danehy THE RENDON GROUP, INC. January, 2007

2 METHODOLOGY CONDUCTED RESEARCH IN THE FALL OF 2006 FOCUS GROUPS WITH LIBRARY STAFF ONLINE SURVEY WITH LIBRARY STAFF ONLINE SURVEY WITH END USERS ACCESSING ONLINE DATABASES

3 METHODOLOGY LIBRARY STAFF FOCUS GROUPS Conducted 6 focus groups with library staff across the state –Lakeville (Southeastern), (2) Weston (Metrowest - Boston), Shrewsbury (Central), Beverly (Northeast), Whately (Western) –1 group included only academic library staff Library staff recruitment –Sent an invite from MBLC –Interested participants completed demographic inventory to insure a diverse mix of staff –We spoke to 62 library staff 13 academic library staff 37 public library staff 12 school library staff

4 METHODOLOGY (cont.) END USER SURVEY –Hosted by MBLC, put on a number of library, regional and network database pages –742 people completed the survey 22% were library staff 75% were end users 3% chose not to identify themselves –Survey posted for one month –Though some library staff responded to end user survey, there were few statistically significant differences LIBRARY STAFF SURVEY –An was sent out inviting staff to participate –Survey was posted for two weeks –854 library staff completed the survey 18% were from academic libraries 53% public libraries 29% school libraries

5 EASE OF ACCESSING ONLINE DATABASES – SUMMARY (From Library Staff Focus Groups) Focus group participants (library staff) had concerns about the user friendliness of the databases –Difficult to navigate through the website and between the databases –Not simple to use like Google –Fear that patrons try, but give up out of frustration Research was unable to capture data that confirmed or denied this concern

6 EASE OF ACCESSING ONLINE DATABASES (From End User Survey & Library Staff Survey) 80% of library staff believed that the current method of accessing online databases are working well for patrons. –Public library staff are slightly less likely to give positive ratings (75%) compared to 85% of the academic and school library staff. This compares to 78% of the online database users who reported positive experiences accessing online databases.

7 SATISFACTION WITH USING ONLINE DATABASES (From End User Survey)

8 ACCESSING ONLINE DATABASES (From End User Survey) The End User Experience 41% of respondents access online resources at least once a week. Two- thirds access resources at least once a month. 4 out of 10 respondents have tried to log on and been denied access. –Having their library card and/or pin rejected was the number 1 reason (43%). Nearly 1 out of 4 respondents remembers having to log on more than one time per session.

9 ACCESSING ONLINE DATABASES (From End User Survey) The End User Experience Clear majority (85%) of respondents access online databases for personal reasons, but many also access databases for work (43%) and school (27%). 76% of respondents are looking for specific information. Half are able to find what they are looking for most of the time.

10 ACCESSING ONLINE DATABASES ROOM FOR IMPROVEMENT? (From End User Survey) It is interesting to note that 78% of the end users rated their experiences accessing online databases as either excellent or good, yet only 27% said that they have been able to access all the resources they wanted with ease. Only 19% of first time users said they were able to find what they were looking for with ease.

11 ACCESSING ONLINE DATABASE Library Staff Perceptions Of Patrons (From Library Staff Focus Groups) Library staff believe that patrons try to use databases, get frustrated and give up. Patrons who access online databases go through their library’s home page. Helping patrons log on remotely can be difficult because of firewalls and internet browsers. Most calls come from patrons not remembering their library card and/or PIN number.

12 LIBRARY STAFF PERSPECTIVE (From Library Staff Survey)

13 THE LOG-ON PROCESS Perhaps not a deterrent to database use. –Frequent database users are more likely to report problems logging on. 50% of the frequent users (at least once a week) reported having problems logging on compared to 33% who use the databases less than once a week. We have no way of measuring those who could not log on and never tried again. –While library staff admitted to getting the most calls relating to logging on issues, only 14% of the library staff reported logging on to be the greatest barrier to using online databases.

14 REASONS FOR FAILED LOG ON From Library Staff Focus Groups Firewall-end users often times have firewalls at home that block access Internet browser conflict Can not remember library card # and/or PIN # Type in library card incorrectly (e.g., using spaces)

15 END USER LOG ON PREFERENCES (From End User Survey)

16 AUTHENTICATION WITHOUT A LIBRARY CARD Library Staff Perspective From Library Staff Survey and Focus Groups In the focus groups, we continually heard the importance of tying online databases with their local library. One person mentioned that by using a library card a person is constantly reminded who is providing access to the databases. This is very important to library staff.

17 MULTIPLE IDENTITIES (From Focus Groups, End User Survey, Library Staff Survey) Nearly half of the online database users (46%) have multiple identities, and 72% would prefer to have one log in id. –Frequent users are more likely to have more than 1 identity (53% compared to 40% who access databases < once/week). Over half of the library staff believe there is sufficient need (55%) for one log in. In the focus groups, the consensus was that it was a worthwhile endeavor, but many wondered if it should be a priority at this time. Multiple identities—such as being a college student in one town and a resident in another town

18 POTENTIAL SERVICES End User Attitudes (From End User Survey)

19 POTENTIAL SERVICES Library Staff Attitude (From Library Staff Survey)

20 THE ROLE OF THE LIBRARIAN IN ACCESSING ONLINE DATABASES (From Library Staff Survey, Focus Groups, End User Survey) Library staff want to provide assistance. –“I think you would be hard pressed to find a reference librarian in MA who is going to say, ‘Yes, I don’t want to talk to my patrons. Send them someplace else…’ We want to identify with our patrons. We want to prove value.” Over half (52%) in the online survey said that they refer patrons to online databases several times a day, with 7 out of 10 saying at least once a day. 9 out of 10 feel comfortable helping patrons with online databases. 78% believe that they should be the point of contact vs. a statewide or regional contact, if patrons are having problems with online databases. Only 43% of the end users would contact their local library if they needed assistance with online databases.

21 THE IMPORTANCE OF LOCAL CONTROL (From Library Staff Survey)

22 WAYS TO IMPROVE ACCESS TO ONLINE DATABASES Summation Of All Research Institute a federated search. Have vendors improve the usability of their own database products. Have a uniform approach for accessing databases that is not dependent upon where the user is located. 56% of respondents to the library staff survey say it is a good idea to have a mechanism that can store personalized preferences if desired. This information could be used to direct users to specific databases they may be interested in. Increase awareness about online databases. Library staff noted that the greatest barrier to patrons using online databases is that patrons don’t know what they are.

23 CONCLUSION While there are issues relating to online databases, the major problem relating to access according to library staff, is the problem of end users not knowing what online databases are. Logging on is probably not as great a deterrent as patrons’ inability to find what they are looking for. –This research was unable to identify end users who tried to access online databases, but were unsuccessful. While many library staff recognize the need for easier navigation and a more uniform approach to access databases, many are unwilling to relinquish local library control and will only agree to changes if the tie between the end user and their local library remains strong. Library staff are also unwilling to give up statistics that give them important information.