Goal\/Questions<\/h3>\n
Are students using Ask Us?
\nWhat are they using Ask Us for?
\nWhat part of Ask Us are they using? (form, phone call, desk emails, FAQs, etc.)
\nAre students using Help?
\nIf they don\u2019t use either of them, what is their first approach?<\/p>\n
Methods<\/h3>\n\n- Analysis of email and “Ask Us” form questions submitted, as well as FAQ and website usage<\/li>\n
- “Query Spy” search entry analysis for LibAnswers FAQs<\/li>\n
- Moderated “guerrilla style” usability testing with Smith students<\/li>\n
- Libraries staff surveys<\/li>\n<\/ul>\n
Statistics\/Data<\/h3>\n
Sample size:
\n<\/strong>375 “Ask Us” tickets; 554 views of published FAQs; 147 “Meet with Us” bookings;\u00a031,685 website page views; 45 student usability test participants (primarily undergraduate)<\/p>\nDates:<\/strong> 05\/24\/2017 – 11\/27\/2017<\/p>\nCampus\/College:<\/strong> Smith College Libraries<\/p>\nContact:<\/strong>\u00a0Sika Berger, User Experience Librarian. sberger@smith.edu<\/p>\nFiles Used<\/strong><\/p>\n\n- SCL Questions Guerrilla Test 2017-10<\/a><\/li>\n
- Smith help testing 2017 fall<\/a><\/li>\n<\/ul>\n
Outcome<\/h3>\nKey Performance Areas<\/h4>\n\n- Mega-menus make sense, are very popular, easy to navigate<\/li>\n
- Services appeals more than Research Tools as a pathway to help through mega-menus<\/li>\n
- Help mega-menu options and calls to action work very well as links.\u00a0 Some users go to the Help page<\/li>\n
- TLR librarians scheduled 96 meetings with students and faculty through Meet with Us\/Me in the first nine weeks of fall semester, 2017<\/li>\n
- Hours & Contact as a link is more prominent than Ask Us on the homepage, and is visible on any page (can be a quick way out of a confusing over-crowded page)<\/li>\n
- Few use site search<\/li>\n
- Some try FAQs but expect to find answers listed. Search and browse are not obvious<\/li>\n
- Few scroll down on homepage or other pages with hero image and extensive blocks of text\u00a0(e.g., Research Services, Staff Directory)<\/li>\n<\/ol>\n
Results<\/h4>\n
Over 30% of all questions concern \u201cgetting\u201d materials. and more than 20% are referred to Special Collections.\u00a0Users respond positively to the call to action, \u201cAsk Us,\u201d and understand and make use of the form, primarily for \u201chow to\u201d and problem-solving questions.<\/p>\n![\"\"](\"https:\/\/commons.mtholyoke.edu\/uxprojects\/wp-content\/uploads\/sites\/303\/2018\/03\/helpoptions.jpg\")
Screenshot of options presented for Smith College Libraries’ users on the 2017 “Help” page.<\/figcaption><\/figure>\nTop student preferences for getting help through the website:<\/p>\n
14 navigate via mega-menus;\u00a0<\/span>\u00a08 send email;\u00a0<\/span> \u00a06 use email form;\u00a0<\/span>\u00a06 FAQs;<\/span> \u00a06 go to library;\u00a0<\/span>\u00a05 contact library via phone<\/span><\/p>\nStatistics on pages viewed show frequent use of services pages, informational, and help-related content. These support the Web Team\u2019s choice of homepage and mega-menu help offerings, and the decision to launch the FAQ service by featuring primarily \u201cHow do I\u2026.\u201d content. Many of the most heavily used pages match up with the topical content of LibAnswers questions also.<\/p>\n
Several challenges surfaced:<\/span><\/p>\n\n- \u201cDrop in\u201d help information is missing<\/span><\/li>\n
- Contacts & Hours on homepage is\u00a0<\/span>more visible than Ask Us<\/span><\/li>\n
- Ask Us page is complex<\/span><\/li>\n
- FAQ pages are cluttered, little used;\u00a0<\/span>search & topics ignored<\/li>\n<\/ul>\n
Action Taken<\/h4>\n
The results provided the Web Coordination Team with key insights into users\u2019 experiences of needing and finding help. WCT prioritized work on immediate changes and more extensive revision of aspects of the LibAnswers and LibCal systems. This includes improving forms for Ask Us and Meet with Us, the FAQ search and browse screens, and development of improved FAQ content.\u00a0 Staff are working to promote drop-in appointments and research help both through the website and in other ways. Special Collections and Teaching, Learning & Research staff are working together to improve help with primary sources.<\/p>\n
Related links<\/h4>\n\n- Smith College Users\u2019 Experience with Help, Fall 2017 <\/a>(Summary report)<\/li>\n
- SCL User Experience Update,\u00a0– HELP! UX study, 2017
\n+ What\u2019s coming, 2018<\/a>\u00a0\u00a0(presentation for Libraries staff)<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"Abstract Late May, 2017, brought a number of major changes to the user experience at Smith College Libraries.\u00a0Staff and collections moved out of the largest location, Neilson Library, to prepare for large-scale building redesign.\u00a0 A new website was launched to coincide with changes in service locations and models, including reducing\u00a0 the number of service desks … <\/p>\n
Statistics\/Data<\/h3>\n
Sample size: Dates:<\/strong> 05\/24\/2017 – 11\/27\/2017<\/p>\n Campus\/College:<\/strong> Smith College Libraries<\/p>\n Contact:<\/strong>\u00a0Sika Berger, User Experience Librarian. sberger@smith.edu<\/p>\n Files Used<\/strong><\/p>\n Over 30% of all questions concern \u201cgetting\u201d materials. and more than 20% are referred to Special Collections.\u00a0Users respond positively to the call to action, \u201cAsk Us,\u201d and understand and make use of the form, primarily for \u201chow to\u201d and problem-solving questions.<\/p>\n Top student preferences for getting help through the website:<\/p>\n 14 navigate via mega-menus;\u00a0<\/span>\u00a08 send email;\u00a0<\/span> \u00a06 use email form;\u00a0<\/span>\u00a06 FAQs;<\/span> \u00a06 go to library;\u00a0<\/span>\u00a05 contact library via phone<\/span><\/p>\n Statistics on pages viewed show frequent use of services pages, informational, and help-related content. These support the Web Team\u2019s choice of homepage and mega-menu help offerings, and the decision to launch the FAQ service by featuring primarily \u201cHow do I\u2026.\u201d content. Many of the most heavily used pages match up with the topical content of LibAnswers questions also.<\/p>\n Several challenges surfaced:<\/span><\/p>\n The results provided the Web Coordination Team with key insights into users\u2019 experiences of needing and finding help. WCT prioritized work on immediate changes and more extensive revision of aspects of the LibAnswers and LibCal systems. This includes improving forms for Ask Us and Meet with Us, the FAQ search and browse screens, and development of improved FAQ content.\u00a0 Staff are working to promote drop-in appointments and research help both through the website and in other ways. Special Collections and Teaching, Learning & Research staff are working together to improve help with primary sources.<\/p>\n Abstract Late May, 2017, brought a number of major changes to the user experience at Smith College Libraries.\u00a0Staff and collections moved out of the largest location, Neilson Library, to prepare for large-scale building redesign.\u00a0 A new website was launched to coincide with changes in service locations and models, including reducing\u00a0 the number of service desks … <\/p>\n
\n<\/strong>375 “Ask Us” tickets; 554 views of published FAQs; 147 “Meet with Us” bookings;\u00a031,685 website page views; 45 student usability test participants (primarily undergraduate)<\/p>\n\n
Outcome<\/h3>\n
Key Performance Areas<\/h4>\n
\n
Results<\/h4>\n
\n
Action Taken<\/h4>\n
Related links<\/h4>\n
\n
\n+ What\u2019s coming, 2018<\/a>\u00a0\u00a0(presentation for Libraries staff)<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"