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The Emotional Design of Libraries
- 1. The emotional design of libraries Musings from a recent arrival in Librarian-land Michael Lascarides Digital User Analyst, NYPL Presented to the Hawaii Library Association 5 November, 2010 twitter: @mlascarides, @nypl
- 2. Library nerd
- 13. Digital Physical
- 14. 87% of all catalog visits come from off-site
- 15. Mobile usage up over 16x in last 21 months
- 18. Experiences.
- 19. The bad news: People would rather pay for a good experience than endure a bad one for free
- 21. The good news: People would rather have for a good experience for free than pay for one
- 22. At least we’re not alone • Broadcast Media • Academic Journals • Newspapers • Universities • Magazines • Advertisers • The Music Industry • Film and Television • Textbook Publishers • Etc...
- 23. So, why do our patrons come to our library?
- 24. Students
- 26. Love
- 27. Love of books
- 28. Love of music
- 29. Love of film
- 30. Love of theatre
- 31. Love of learning
- 33. Two emotional journeys
- 44. OK, Let’s try that again
- 50. Same physical experience, two emotional perspectives
- 57. Emotions are at the core of the library experience
- 58. No one forces you to go to the library
- 59. CASE STUDY: The Mid-Manhattan Library
- 62. Staff comments: “Crowded” “Poorly lit” “Run down” “Awful bathrooms” “Needs work”
- 63. Our assumption: Steven Mid-Manhattan Schwarzman Building
- 64. We were, uh, wrong.
- 65. Actual Audience Share Steven Mid-Manhattan Schwarzman Building
- 66. Our next assumption: MML patrons would go elsewhere if they could.
- 67. We were, uh, wrong again.
- 68. Survey: 2/3 of Mid-Manhattan patrons would not want to go to SASB if it had everything MML has.
- 69. Circulation? Nope. 48% of circ patrons willing to switch, vs. only 30% of space users
- 70. Patron comments: “Less touristy” “More accessible” “Easier to find stuff” “Better hours” “Can run in and out”
- 71. Sightlines to the city
- 72. Browse-ability.
- 73. SOME MORE STUFF: A smattering of interesting factoids.
- 74. Women far more likely to take survey from home
- 75. Who are the loudest patrons?
- 76. Businesspeople 3x more likely than students to want loud, social space
- 77. Who are the highest-tech patrons?
- 78. Businesspeople & tourists more likely to be early adopters of technology than students or science fiction fans.
- 79. “If all of NYPL's research collection content were available online, would you still visit the physical library?”
- 80. 84% say YES
- 81. “Be in an inspirational setting”
- 82. “Be in an inspirational setting” = 75,000 visits/year
- 83. TO WRAP UP: How can we make the most of the emotional connection?
- 84. Librarians perform services which are only getting more valuable
- 86. Concentrate on the experiences which cannot be duplicated
- 87. Libraries are engines for letting communities find each other
- 88. Push the tension between “privacy” and “social”
- 89. “This is something four-year-olds know: a screen that ships without a mouse ships broken.” -- Clay Shirky
- 90. Listen.
- 91. Have empathy.
- 92. Be surprised.
- 93. Thank You! Michael Lascarides DIgital User Analyst, NYPL Presented to ALA June 29, 2010 twitter: @mlascarides, @nypl
- 94. Credits Stats from NYPL Strategy Office 2010 Research Library surveys unless otherwise noted. All images by Michael except the following Creative Commons materials: Bobst/NYU: http://www.flickr.com/photos/davidsilver/2584719166/ NYPL Cross-section: http://digitalgallery.nypl.org/nypldigital/dgkeysearchdetail.cfm? imageID=805999 Mid-Manhattan: Pedro Layant http://www.flickr.com/photos/layant/4175685725/ MML Exterior: Utopian Branch http://www.flickr.com/photos/utopianbranch/3479262595/ US Population: http://commons.wikimedia.org/wiki/File:Uspop.svg Links http://nypl.org http://digitalgallery.nypl.org http://twitter.com
Notes de l'éditeur
- Presenting a survey of mostly free, off-the shelf tools you can use for your library. \n
- This is stuff that works for me, but probably doesn’t even represent everyone on the other side of my department, let alone the other side of the country! As ever, use your own judgement! \n
- Here are some tools we’re using to turn DATA into NARRATIVES. There is no right way to go about this. Context matters.\n
- Here are some tools we’re using to turn DATA into NARRATIVES. There is no right way to go about this. Context matters.\n
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- User testing. Observation. Being sneaky.\n
- Rule from software development: don’t do your regular job while looking for bugs. Value people who have a knack for breaking things; better your staff finds problems than your patrons.\n
- Great how-to guide for observation.\n
- Another great guide. Underhill specializes in retail, but has worked with libraries as well.\n
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- Danny Meyer: This is where hospitality meets digital. To you? \n
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- Or for you?\n
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- McDonough said “regulations”, but I changed it. (one of my design heroes). \n
- WHen you observe incorrect behavior, don’t try to bend the people to the technology. Bend the technology to the people. Fix the problem, don’t retrain. (PhDs struggling to find things.) Usability issues more like tripping over a cord than comprehending a paragraph.\n
- Have empathy. And realize the damage that bad user experiences do. Don’t be afraid to admit your software is bad.\n
- It can be hard to admit that software sucks, but we’re all still learning. The web is less than 20 years old. Don’t get precious about it.\n
- Learned helplessness. Do not tolerate crappy software anymore. Library software is way behind its e-commerce counterparts. This is not as hard to do anymore. (Netflix, Google, LibraryThing, Shelfari, etc)\n
- (Only if you don’t have good stats software)\n
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- Be constantly critical. What seems like an important finding might not be. Correlation does not imply causation. \n
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- If you’re browsing the digital gallery: 20? If you’re a mom with two kids in tow checking out the hours of the Tottenville branch on your iphone on the way out the door: 1.\n
- Not the be-all, end-all, but a great source of narratives.\n
- Don’t have to contribute, just use search. (Accepts boolean queries)\n
- Twitter search RSS + Google Reader == WIN. (NYPL was about 10-12 per day, now is over 100/day most days).\n
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- Sometimes makes you feel like you have ESP.\n
- and if your library is too small to get on twitterers’ radar, search for other terms (your town, “library”, etc)\n
- Miniature feedback forms. Answers to the question “What are you interested in?” in sub-haiku form.\n
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- What does this tell us? Maybe we’d better profile young moms. (Clay Shirky: “Stay at home moms have zero tolerance for any technology that does not make their lives materially better. ”)\n
- Notice that domain names get searched\n
- The breakdown of the top 1000 internal searches on NYPL.org\n
- Digital Gallery searches (wait, what’s Lubok?)\n
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- Here’s a big story: these images are hugely popular in Russia. And there’s not a Russian library doing a better job of providing these images?\n
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- If you’re not sure where to look....\nWe are in the middle of an staff audience survey, building a profile of each community.\n
- 1. WHo is your audience? 2. What services do you provide to them? 3. WHat words would they use to look for those services?\n
- For benefactors. (Food!)\n
- Create “flypaper” for communities while optimizing search engines. \n
- Create “flypaper” for communities while optimizing search engines. \n
- Event wrap-up\n
- Building community around events\n
- Book reviews\n
- Bookish meditations\n
- Illuminating and featuring collections\n
- Community outreach\n
- Every book ever shown in Mad Men.\n
- Every book ever shown in Mad Men.\n
- right hand is related content for discovery and exploration\n
- We are making the establishment of links between pages part of the job of being a librarian. Encouraging serendipity and curiosity (inspiring lifelong learning!).\n
- Create “flypaper” for communities while optimizing search engines. \n
- Twitter is a great way to connect.\n
- Interesting lines from books.\n
- Interesting reference questions.\n
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- You don’t have to tweet to play, but we’ve found it a great way to connect. \n
- (We’re on Facebook, too!) 20000+ Fans.\n
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- This is one of my favorite things about the Library world, and NYPL specifically\n
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- I miss e-commerce\n
- I miss e-commerce\n
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- https://www.brooklynmuseum.org/opencollection/tag_game/start.php\n
- It’s cheap to have fun. Speak with a human tone.\n
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- Open source, usability survey tool. Designed to get structured results QUICKLY. “Ambient Usability”.\n
- On one side, opinion. Often valid, but notoriously unobjective.\n
- On the other, formal research. We run these, they have their place. Fail on turnaround time and overhead, as well as detachment.\n
- Infomaki slots in between. \n
- Inspired by “Five Second Test”, designed to be as friendly and low-load as possible.\n
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- Since February, over 110,000 responses from over 10,000 respondents\n
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- Since February, over 110,000 responses from over 10,000 respondents. Over 90% answer more than one question.\n
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- Support the Library vs. technical support\n
- Drew almost 40% of clicks away from “Locations”\n
- Filtering classes vs. signing up for them.\n
- finally:\n
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