**First slide note - Slideshare doesn't seem to allow transparent images; I promise the first slide WAS readable for the presentation." Description from the LITA Forum website: It isn't a new argument: "The library website is for patrons." "But the people who use it the most are staff! What about our needs?" This session will start with a presentation, outlining my experience building trust within my library, getting buy-in from (most of) the library's staff, and ultimately developing a plan for the library's web presence--a plan in which website analytics and usability testing with patrons are given primary importance. The remainder of the session will be a discussion, allowing attendees the chance to share their successes and challenges and to get ideas from one another.

1. Getting buy-in on
user centricity
Coral Sheldon-Hess
LITA Forum, 2013
sheldon-hess.org/coral
@web_kunoichi

2. Organizational change

3. UX/Consideration Model
Active consideration
(even for coworkers!)
Active engagement with
users
Good general practices
What staff wants users to want
What STAFF
wants

4. Active consideration
(even for coworkers)
Active engagement with
users we’re
Now
here(ish)
Good general practices
What staff wants users to want
Our level in
2009
What STAFF
wants

5. We’re … getting there

6. My toolbox
• Find common ground
• Haters will hate – and that’s OK
• Stick to general principles
• Build empathy for users
• Be patient & persistent
• Do “pilot projects”
• Prove your expertise

7. Good news!

8. Also good news
3%
11-15%
60-70%
11-15%
3%
can’t handle
change
curmudgeons
steady, reliable,
but will move with good
reason
early
adopters,
leaders
over the
horizon
well
poisoners
rustlers
settlers
scouts
explorers
Credit: Becky Schrieber & John Shannon, at PNLA Leadership Institute.

9. Tell
*
Sell
*Unless you can
convince a rustler.
3%
11-15%
60-70%
11-15%
3%
can’t handle
change
curmudgeons
steady, reliable,
but will move with good
reason
early
adopters,
leaders
over the
horizon
well
poisoners
rustlers
settlers
scouts
explorers
Credit: Becky Schrieber & John Shannon, at PNLA Leadership Institute.

10. Stick to general principles

11. Get them in their user shoes
• Don’t Make Me Think: A Common Sense Approach to Web Usability
(2nd Ed.), by Steve Krug
• Creating the Customer-Driven Academic Library, by Jeannette
Woodward

12. Be patient, persistent, and
consistent

13. Build trust with pilot projects
“Can we just try it? We can fix it if it doesn’t
work.”
(Then you have to actually fix it.)

14. Prove you’re an expert

16. Let’s discuss

17. Photo credits
• Cat herding:
•
•
•
•
•
•
•
•
•
•
www.paulandstorm.com/archives/show-094-flophouses-and-cat-herders/,
georgetteoden.blogspot.com/2011/12/gracie-bullyproof-teaches-more-than.html,
adamsmith.wordpress.com/2008/11/19/10183/, cheezburger.com/2054909696
UX Chart for Organizations: www.sheldon-hess.org/coral/2013/07/ux-consideration-cmmi/
Tools: guysthatknow.com/2013/05/31/tools-every-man-should-have/
Agree to agree: www.newgrounds.com/art/view/waldflieger/let-s-agree-to-agree-wallpaper
**Change chart: Becky Schrieber & John Shannon, at PNLA Leadership Institute. (Hire these people to teach
leadership classes! They’re great!) www.schreibershannon.com
Books: www.flickr.com/photos/lucamascaro/4934854016/, goodreads.com
Stones worn down by water: zazzle.com, www.environmentalgraffiti.com/featured/waterfall-cavescaverns/13402
Plan-do-check-act: www.kaizen-analytics.com/2011/07/web-analytics-plan-do-check-andact.html
Web Plan: not available online, but I am happy to share it with you
Four leaf clover: onlyhdwallpapers.com/high-definition-wallpaper/four-leaf-clover-by-shadow-angel-looking-fordesktop-hd-wallpaper-477910/
Barrel of coffee: imgc.allpostersimages.com/