ola super conference 2005 amazing stories @ your library thursday february 3rd, 2005

OLA SUPER CONFERENCE 2005 Amazing Stories @ your library Thursday February 3rd, 2005

Libraries by Design: Library Design Based

on User Input

Libraries by Design: Library Design Based on User Input OLA SUPER CONFERENCE 2005 Thursday February 3rd, 2005

Vivian Lewis Associate University Librarian, McMaster

University

Tanis Fink Chief Librarian, Seneca College

Cathy Capes Principal, Moffat Kinoshita Architects Inc.


Vivian Lewis

[email protected]

Shifting the Focus on Library

Design


Overview

The big picture The traditional approach to library design Why we’re reluctant to ask our users Why asking is so important

Recent activities at McMaster One year of intensive reflection on library

space (surveys, focus groups, etc…)


The Traditional Focus Historically, planning driven

by collections and operational efficiency.

The “user” largely absent from early planning literature

Heavily standards based Decisions based on anecdote,

casual observation and serendipity


Reasons for Our Reluctance

Believe we already know what they think

Lack time or in-house expertise Don’t think users will understand or care Fear we wont like what they have to say Know there won’t be

consensus Financial issues will stop us

from following through Not part of our culture to ask!


Result: some truly bad ideas!

Steady elimination of study seats to make room for print collections

Large “Ivy League” reading rooms Uncomfortable (but very durable) furnishings Chemical colours Lack of natural light


The Paradigm Shift

Libraries are now becoming “social places where learning happens”

Library planning “relies far more on anticipated user patterns and, ideally, considers how the space contributes to the educational mission of the institution” (Kathlin Smith, 2005)


Benefits of talking to our users / clients

To understand or predict user preference or behavior (anecdotes, formulas and results from other libraries insufficient)

To inform the planning process To influence or persuade stakeholders To be accountable


Public Space Planning at McMaster Profile: mid-sized research-intensive university 3 libraries (plus Health Sciences Library) 200,000 square feet of public space 3 million print volumes limited experience with user assessment


The Situation in 2003 Severe crowding in stacks Insufficient study space Insufficient access to

computers Inadequate provisions for

group study and collaborative work


Taking a New Turn: Public Space Review Mandate

Accommodate significant increases in the number of people using the library

Establish a reasonable balance between collection, study, technology and service space

Meet users’ changing information needs and learning styles

All within the footprint of the current buildings!


“Tell us what you think”

Questionnaire Focus groups Interviews with key opinion makers Photo gallery Discussions with our 4 user groups Public comment via web page


Why use a Questionnaire?

Elicit opinions from a large number of users in a relatively short period of time

Ability to extrapolate results to entire population

Easy to analyze data, quantify, compare, benchmark


Drawbacks

Sample composition can invalidate results

Takes time to write effective questions, administer survey, analyze results

Limits users’ abilities to express their opinions (pre-defined options)


Questionnaire

Short and simple - 7 questions, mostly closed Available both online (from library home page)

and in the library More exploratory than scientific

Self selected rather than random sample Internet surveys skewed by response demographics

Only moderate outreach to non-users 906 responses (200 from the online form) A rich source of data for decision making in

conjunction with other tools


Best Practices

Establish clear objectives for the survey (“To understand how users….)

Agree in advance on precise data being sought in each question

Define all imprecise terms Ask the minimum number of questions necessary

to capture information


More Best Practices

Avoid loaded questions and biased phrasing Avoid two-edged questions Pre-test the survey on a group representative of

your users Communicate results (prompt, accurate, simple,

focus on action items)

Adapted from Association of Research Libraries, User Surveys in Academic Libraries, Sept. 1996.


Improving Response

Quick and easy (surveys are impositions!) Incentives (book store vouchers…) Survey on topics of interest to users Ensure confidentiality Make it look professional Avoid survey fatigue


Researcher’s Regret

Focused on preferences. Later wished we had more information on behavior. [User may prefer a carrel, but how often does he also require a group study room, lounge seat, etc.?]

Wanted more information on WHY? [Best gathered through focus groups]


Best Question

“If we could change one thing about the physical space in the libraries, what should it be?” Elicited very persuasive comments Some major surprises (e.g, lighting) Significant consistency within each library

– but significant variation between libraries

Mills (more computers!), Innis (more group study rooms!), Thode (more study space)


Other Tools

Focus Groups Interviews with key

opinion leaders Photo Gallery (visual

notebook of current space utilization)

Discussions at our four user groups

Public comment from the web page


Challenges

Unrealistic demands (want group tables and silence at the same time)

Want more flexibility than we are able to provide (change the furnishings during exam time!)

Colliding opinions (music students want a separate listening area but faculty want all collections and equipment together)


More Challenges

Conflicts with our staff (staff want total silence, acres of carrels…)

Faculty (hard pressed to engage them in process, base assumptions on their experiences 20 years ago)


A Blueprint for the Next Decade Presented to user

groups Oct. – Dec. 2004.

Posted to public web site February 2005.

Recommended dramatic increase in amount of “people” space, creation of high density storage facility, support for Commons facilities in both Mills and Thode Libraries… Proposed Commons in Mills


The Dialogue Continues…

Campus Consultation on Public Space scheduled for March 22, 2005


Final Thoughts

Users care deeply about physical spaces in the libraries (and are willing to talk about it!).

Cookie cutter solutions won’t work. Each library has its own culture.

Some of our assumptions are faulty. Engaging the user in the design

process will help us build better libraries – “social places where learning happens.”


Tanis Fink

[email protected]

Library Design and USER INPUT

“Oy Vey”


Outline

Background on Seneca’s Design Experience

Answers to the Top Twelve Questions on how to get effective user input.


About Seneca’s Philosophy

User Centered Design (UCD) Delivery of our services Development of our collections Building and renovating of our facilities



What is User-Centered Design (UCD)? It is an approach that focuses on the end user

from the every beginning of your project and emphasizes validation with the users at each step during the design process.

Client-centered in industry Focuses on customization



Our facilities

Redesigned our library space to respond to the changing needs and expectations of our users. Library and Learning Commons


About Seneca

Generation Y Students: Born in or after 1982 Information Technology Self confident and vocal Team based organization Collaborative space is important Typing is preferred to handwriting Staying connected is essential Zero tolerance for delays 24 x 7 is essential Customer service is an expectation not an exception


About Seneca

Seneca Students want: Lots of Technology Collaborative work space Welcoming environment One stop academic shopping


About Seneca’s Design Experience

King Campus Learning Commons



Seneca @ York Learning Commons



Computer Pod



Newnham Library and Learning Commons



Markham Campus



When not to ask a user? Sacred Cows! Political agendas Make yourself aware of

them!


Top Twelve Questions

Answering the top twelve questions on how to get effective user input!



#1: Is it expensive to acquire excellent user input when designing a library?

Time consuming and costly Be prepared Be practical Make sure you budget for this process



#2: What am I looking for in terms of user input? What questions do I ask?

Analyse the data you have! Identify what you need to know! Relax with the process of

gaining user input!



#2: Analyse the data you have!

Usage activity Circulation data Number of seats presently in the library Number of workstations Compare to standards



#2: Identify what you need to know!

Drive the question process Don’t waste money on knowledge you have Research best practices



#2: Relax with the process of gaining user input!

You are not doing your masters or doctorate You are just gaining insight from your users Make it a simple process for your library ”Paralysis by analysis”



#3: What tools do I use? User surveys Focus groups Interviews Open forum Exit polls Lots of techniques to pick from



#4: Is it okay to use one method?

Staffing Budget What are your comfortable with? What are you successful with?



#5: What is the best tool to use?

Focus group versus

Survey



#6: When would you use a survey? Surveys take a lot of time Surveys are an imposition Short with specific questions Small Budget project Very portable Best practices



#7: Why use a focus group? Costly ”Focus group interviewing is a powerful and significant

way to gather data on specific issues and problems” Specific and detailed information Time to get to know your user Address a wide variety of issues Anyone can participant Opportunity to clarify and probe Produces data in respondent’s own words



#8: Who should you invite to a focus group?

Balanced, realistic and authentic reflection of your user community

Identify your stakeholders Identify how they use the library Mixture of programs, genders and age



#9: Who should be responsible for your focus group?

Internal Expertise External Expertise Consultant versus home grown experience



Shop around Call other libraries and investigate Get many referrals and references Make sure you are comfortable

with the person and process

#10: How do I find the right consultant?



#11: How do I get users to participate?

Feed them! Make it an enjoyable

process Timing is important When, where and what time Advertise through many

techniques



#12: How do I process the information?

Don’t ask, if you are not going to implement Have the consultant create a report Bring back to planning committee Results of the process What will happen next?


Final Thoughts

Incorporating user input is the right thing to do! Be prepared on what you need to reduce cost Investigate best practices Learn from your architect, they are

an amazing resource!


Cathy Capes

[email protected]

Stocking Your Tookit


Design

Design shapes the way we experience the world.


Design Process

How we help shape your design experience 5 Questions:

When might you need an architect? Why an architect? Who participates? What will we talk about? What are the outcomes?


Design Process

When might you need an architect?


Design Process

When might you need an architect? Before your have a crisis Imagine the possibilities Test ideas, hunches Explore space implications of program and

strategy Prepare preliminary cost estimates Assist in Fundraising Assist in preparing a case for funding Help when you need community awareness


Design Process

Why an architect?


Design Process

Why an architect?

Traditional Design Thinking Good Design Value

experts with answers help clients to think things through (weighing tradeoffs / options)collaboratorschallenging assumptions

buy-in co-ownership (stakeholders)interpreting clients needs lead visioning events that emphasize shared responsibility for resultscontrol over the design process

strategic partner

good listeners


Design Process

Who participates?


Design Process

Who participates? What is your culture? Who are you partners or allies? What about the common goals but

diverse interests? What new allies can you bring to the

table?


Design Process

What do we talk about? Tangibles: how much

and how many


Design Process

What do we talk about? Tangibles: how much and how many

Statistical data Service requirements Programme areas Building standards Building systems Finishes Technology requirements


Design Process

What do we talk about? Intangibles: qualitative

aspects of the library experience


Design Process

What do we talk about? Intangibles: qualitative aspects of the

library experience Culture and values

service model and mission statement Customs and philosophies

teaching and learning Meaning and context

connecting to the community the library serves


Design Process

What are the outcomes? The building


Design Process

What are the outcomes? Design principles Decision-making mechanisms Crisis-management strategies Long-term phasing strategies Service model Business plan Space requirements or building program Report to Administration A toolkit


Design Process

What are the outcomes? A toolkit


Contacts

Vivian Lewis Associate University Librarian, McMaster University

[email protected]

Tanis Fink Chief Librarian, Seneca College

[email protected]

Cathy Capes Principal, Moffat Kinoshita Architects Inc.

[email protected]

ola super conference 2005 amazing stories @ your library thursday february 3rd, 2005

Documents

user input libraries

library designwhy

library designlibraries

user assessmentlibraries

user preference

library space surveys

health sciences library

anticipated user patterns