Vocabularies for the Modern Librarian
Library Language
Deirdre Costello
Associate Platform Manager
Credo Reference
Beth Ardner
Manager, Distributor Relations
Credo Reference
Communication. Is it:
1.A library issue?
2.An institutional issue?
3.A community issue?
What are some communication issues
in your library? Do they reach beyond
the library?
Common Frustrations
• Difference in expectations
• Difference in opinion
• Perception of terms used
• Misunderstandings
The So What
The primary purpose of libraries is
to provide INFORMATION to their
communities.
Misunderstandings
mean they can't
function.
Who are we talking to?
• Users/Patrons
• Administrators
• IT/Tech
Support
• Other librarians
• Other libraries
• Publishers/vendors
• Board of Trustees
• Other
stakeholders?
How are we talking?
Direct
• Phone
• In person
• Chat
Indirect
• Reports
• Signage
• Website
• Body language
Our Focus.
Deirdre: Users
Beth: Vendors
• Examples
• Best Practices
• Your stories
http://www.walkingpaper.org/5104
Examples: Signage
Signage is metadata about
librarians: it reflects attitudes,
priorities and assumptions about
users.
What do the following say?
http://www.buzzfeed.com/mjs538/passive-aggressive-library-signs/
Current Research •
• Average user success rate for finding
articles: 52%*
• Improving vocabulary and writing
choices can increase success by
124%**
*Kupersmith, J. (2012). Library Terms That Users Understand.
http://escholarship.org/uc/item/3qq499w7?goback=.gde_687427_member_160788971#page-1
**Nielsen, Jakob. (1997). How Users Read on the Web. http://www.useit.com/alertbox/9710a.html
Current Research Words commonly misunderstood by library users:
• Acronyms & brand names
• Database
• Library Catalog
• E-journals
• Index
• Interlibrary Loan
• Periodical or Serial
• Reference
• Resource
• Subject categories
such as Humanities
or Social Sciences
Kupersmith, J. (2012). Library Terms That Users Understand.
http://escholarship.org/uc/item/3qq499w7?goback=.gde_687427_member_160788971#page-1
Best Practices: Users
Understand your users.
• Comments, observations
• Catalog and website search logs
• Interviews, focus groups
Best Practices: Users
Use natural and active language.
• "OPAC" becomes "Find Books"
• "Databases" becomes "Find Articles"
• "ILL" becomes "Borrowing from Other
Libraries"
Best Practices: Users
Be consistent. This is harder than it
seems!
• Consistent terms
• Consistent symbols
• Consistent design
Best Practices: Vendors
The same rules for users apply here.
• Vendors are users too
• They don't know every library term
• Use natural language,
straightforward terms, and avoid
acronyms and brands.
Best Practices: Vendors
Be direct.
• Vendors aim to please and want to
know what you need.
• They are in the business of customer
service.
• You know your library best.
Best Practices: Vendors
Share your vocabularies.
• Vendors have to know corporate
vocabularies.
• Ask questions - learn their
terminology and share yours.
• All businesses have their own unique
internal vocabulary.
For Example...
Try out these terms from within the
book industry:
• Service Recovery
• Independent Reader
• SPO
• IPT
• TTF
• BINC
Other Areas? Tell us about your experiences!
• Does your library have a policy on
language and vocabulary that you
would be willing to share?
• What are your experiences with
other stakeholders?
• Administrators
• Board of Trustees
• IT/Tech Support
• Others?
Conclusion
Communication is key to the success
of the library. Let's continue the
conversation!
Resources
Library Terms that Users Understand:
http://escholarship.org/uc/item/3qq499w7
Plain Language: http://www.plainlanguage.gov/
Walking Paper: http://www.walkingpaper.org/
Useit.com, Jakob Nielsen's website: http://www.useit.com/
In particular, his article on How Users Read on the Web:
http://www.useit.com/alertbox/9710a.html
Signage - better none than bad:
http://americanlibrariesmagazine.org/columns/my-
mind/signage-better-none-bad
Passive-aggressive library signs:
http://www.buzzfeed.com/mjs538/passive-aggressive-library-
signs/
Thank You!
