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National Library of Scotland
Leabharlann Nàiseanta na h-Alba
Researching
the user experience of the
National Library of Sc...
National Library of Scotland
Leabharlann Nàiseanta na h-Alba
What are the eResources?
National Library of Scotland
Leabharlann Nàiseanta na h-Alba
The eResources
• Collection of 130 varied subscription databa...
National Library of Scotland
Leabharlann Nàiseanta na h-Alba
• Offered to Library users as part of Digital resources
• 3 d...
National Library of Scotland
Leabharlann Nàiseanta na h-Alba
The eResources
Presented in a portal with various browsing op...
National Library of Scotland
Leabharlann Nàiseanta na h-Alba
Why study the eResources?
National Library of Scotland
Leabharlann Nàiseanta na h-Alba
Reasons to study eResources
Their use impacts achievement of ...
National Library of Scotland
Leabharlann Nàiseanta na h-Alba
How to study the eResources
National Library of Scotland
Leabharlann Nàiseanta na h-Alba
Research approach
• Exploratory
• Non-evaluative
• Collect bo...
National Library of Scotland
Leabharlann Nàiseanta na h-Alba
User experience of the eResources
3) Temporal aspects:
2) Hed...
National Library of Scotland
Leabharlann Nàiseanta na h-Alba
Research Questions to answer
WHO?
HOW?
WHY?
WHAT?
National Library of Scotland
Leabharlann Nàiseanta na h-Alba
Research Method
• Distribute a questionnaire to eResource use...
National Library of Scotland
Leabharlann Nàiseanta na h-Alba
Reaching eResource users
Questionnaire
Emailed to 1720 users
...
National Library of Scotland
Leabharlann Nàiseanta na h-Alba
Findings
WHO? WHY?
WHAT? HOW?
National Library of Scotland
Leabharlann Nàiseanta na h-Alba
WHO?
National Library of Scotland
Leabharlann Nàiseanta na h-Alba
0 20 40 60 80 100
Percentage of respondents
Not affiliated to...
National Library of Scotland
Leabharlann Nàiseanta na h-Alba
Mix of 14 individual users
interviewed
Freelance Journalist
B...
National Library of Scotland
Leabharlann Nàiseanta na h-Alba
WHY?
National Library of Scotland
Leabharlann Nàiseanta na h-Alba
Findings – Why do they use them?
Reasons
Because they
were fr...
National Library of Scotland
Leabharlann Nàiseanta na h-Alba
Findings – Why do they use them?
Two key draws of the eResour...
National Library of Scotland
Leabharlann Nàiseanta na h-Alba
WHAT?
National Library of Scotland
Leabharlann Nàiseanta na h-Alba
Findings – What content do they use?
Newspapers (62%)
Journal...
National Library of Scotland
Leabharlann Nàiseanta na h-Alba
Newspaper
content
PhD about an
eminent
Scotsman
Locate
histor...
National Library of Scotland
Leabharlann Nàiseanta na h-Alba
HOW?
National Library of Scotland
Leabharlann Nàiseanta na h-Alba
Findings – How do they discover them?
Awareness Route to acce...
National Library of Scotland
Leabharlann Nàiseanta na h-Alba
Findings – How do they discover them?
Most interviewees used ...
National Library of Scotland
Leabharlann Nàiseanta na h-Alba
Findings –How was their experience?
57
1
40
37%
13
67
67% had...
National Library of Scotland
Leabharlann Nàiseanta na h-Alba
Findings –How was their experience?
Interviews revealed: Thre...
National Library of Scotland
Leabharlann Nàiseanta na h-Alba
Findings –How was their experience?
Questionnaire revealed:Se...
National Library of Scotland
Leabharlann Nàiseanta na h-Alba
Findings –How was their experience?
1) Browsing
Interviews re...
National Library of Scotland
Leabharlann Nàiseanta na h-Alba
Findings – How was their experience?
Challenging for novice u...
National Library of Scotland
Leabharlann Nàiseanta na h-Alba
Findings – How was their experience?
Perseverance was key to
...
National Library of Scotland
Leabharlann Nàiseanta na h-Alba
Recommendation
s
National Library of Scotland
Leabharlann Nàiseanta na h-Alba
Responding to findings: Recommendations
3) Make eResources
in...
National Library of Scotland
Leabharlann Nàiseanta na h-Alba
Thank you and any questions?
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Researching the user experience of the National Library of Scotland eResources / Emma Horrell

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Research into how users discover, use and perceive the Library's collection of e-resources. Presented at the CIG Scotland seminar 'Resource Discovery : from catalogues to discovery services' at the National Library of Scotland, Edinburgh, 21st March 2018

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Researching the user experience of the National Library of Scotland eResources / Emma Horrell

  1. 1. National Library of Scotland Leabharlann Nàiseanta na h-Alba Researching the user experience of the National Library of Scotland eResources March 2018 Emma Horrell
  2. 2. National Library of Scotland Leabharlann Nàiseanta na h-Alba What are the eResources?
  3. 3. National Library of Scotland Leabharlann Nàiseanta na h-Alba The eResources • Collection of 130 varied subscription databases • Managed by separate publishing organisations
  4. 4. National Library of Scotland Leabharlann Nàiseanta na h-Alba • Offered to Library users as part of Digital resources • 3 different access types: open, onsite and remote The eResources
  5. 5. National Library of Scotland Leabharlann Nàiseanta na h-Alba The eResources Presented in a portal with various browsing options Also discoverable via Summon: Browse by subject : Browse by title:
  6. 6. National Library of Scotland Leabharlann Nàiseanta na h-Alba Why study the eResources?
  7. 7. National Library of Scotland Leabharlann Nàiseanta na h-Alba Reasons to study eResources Their use impacts achievement of two of the Library’s six strategic aims for 2015-2020 They are under-used but we don’t know why 6. Reaching out 2. Improving access Only 14% of registered Library users had used them at time of study (April 2016)
  8. 8. National Library of Scotland Leabharlann Nàiseanta na h-Alba How to study the eResources
  9. 9. National Library of Scotland Leabharlann Nàiseanta na h-Alba Research approach • Exploratory • Non-evaluative • Collect both qualitative and quantitative data National Library eResources Users Examine all aspects of the interaction between: Research the user experience of the eResources
  10. 10. National Library of Scotland Leabharlann Nàiseanta na h-Alba User experience of the eResources 3) Temporal aspects: 2) Hedonic elements: 1) Pragmatic elements: National Library eResources Users Actions they took Results and outcomes Feelings about interactionPleasure or pain? Start: motivations, expectations End: reflections, satisfaction Who they were
  11. 11. National Library of Scotland Leabharlann Nàiseanta na h-Alba Research Questions to answer WHO? HOW? WHY? WHAT?
  12. 12. National Library of Scotland Leabharlann Nàiseanta na h-Alba Research Method • Distribute a questionnaire to eResource users • Gather quantitative data • Select a sample of users to interview • Interview individuals and collect qualitative data • Analyse data to answer research questions and obtain a picture of the eResources user experience
  13. 13. National Library of Scotland Leabharlann Nàiseanta na h-Alba Reaching eResource users Questionnaire Emailed to 1720 users (who had used eResources in last 12 months) Link on website live for 2 weeks Response 441 unique responses 166 willing to be interviewed about their user experiences 14 purposefully selected for interviews
  14. 14. National Library of Scotland Leabharlann Nàiseanta na h-Alba Findings WHO? WHY? WHAT? HOW?
  15. 15. National Library of Scotland Leabharlann Nàiseanta na h-Alba WHO?
  16. 16. National Library of Scotland Leabharlann Nàiseanta na h-Alba 0 20 40 60 80 100 Percentage of respondents Not affiliated to an educational institution (80%) Postgraduates (4%) Undergraduates (1%) FE students (1%) Academics (60%) HE/FE staff (10%) A mix of individuals Findings – Who uses the eResources? From 441 questionnaire responses
  17. 17. National Library of Scotland Leabharlann Nàiseanta na h-Alba Mix of 14 individual users interviewed Freelance Journalist Blogger Business researcher Local history enthusiast 2 Family history researchers Law firm employee FE College LibrarianUniversity Professor FE student Historian Scientist Music researcher Spectrum of experience: Used to using search engines Used eResources infrequently Reliant on Google Books Advanced database knowledge Used secondary indexes Extensively used eResources Academics Professionals Others PhD researcher From 14 individuals interviewed Findings – Who uses the eResources?
  18. 18. National Library of Scotland Leabharlann Nàiseanta na h-Alba WHY?
  19. 19. National Library of Scotland Leabharlann Nàiseanta na h-Alba Findings – Why do they use them? Reasons Because they were free (80%) Easy to use (69%) Specific database (69%) Database not available elsewhere (50%) Motivations Personal interest (59%) Part of job (18%) Academic research (42%) Family history research (35%) From 441 questionnaire responses
  20. 20. National Library of Scotland Leabharlann Nàiseanta na h-Alba Findings – Why do they use them? Two key draws of the eResources Content Reliable Good quality Trustworthy Promise of something ‘useful’ Specific content Portal Practical teaching resource From 14 individuals interviewed
  21. 21. National Library of Scotland Leabharlann Nàiseanta na h-Alba WHAT?
  22. 22. National Library of Scotland Leabharlann Nàiseanta na h-Alba Findings – What content do they use? Newspapers (62%) Journal content or articles (43%) Historic databases (32%) Biographical resources (32%) Science resources (8%) Music resources (6%) Business resources (4%) From 441 questionnaire responses
  23. 23. National Library of Scotland Leabharlann Nàiseanta na h-Alba Newspaper content PhD about an eminent Scotsman Locate historic curling sites Unravel family history mysteries Journal content Specific research Prepare legal cases Plan market research Contextual details from interviews Findings – What do they do with content? From 14 individuals interviewed
  24. 24. National Library of Scotland Leabharlann Nàiseanta na h-Alba HOW?
  25. 25. National Library of Scotland Leabharlann Nàiseanta na h-Alba Findings – How do they discover them? Awareness Route to access Library website (56%) Via staff (20%) Word of mouth (18%) Internet (9%) Directly through the home page (85%) Digital resources menu (35%) OPAC (11%) Via a search engine (4%) From 441 questionnaire responses
  26. 26. National Library of Scotland Leabharlann Nàiseanta na h-Alba Findings – How do they discover them? Most interviewees used ‘Browse by’ menus to find content One used Summon: From 14 individuals interviewed
  27. 27. National Library of Scotland Leabharlann Nàiseanta na h-Alba Findings –How was their experience? 57 1 40 37% 13 67 67% had no difficulties finding content 57% found content most of the time 13% didn't find what they sought but found something useful 37% found exactly what they wanted 40% found content they wanted and more 1% found nothing of use Questionnaire revealed: Good in terms of content From 441 questionnaire responses
  28. 28. National Library of Scotland Leabharlann Nàiseanta na h-Alba Findings –How was their experience? Interviews revealed: Three main positives 1. Content 13 out of 14 found content of use Some made serendipitous discoveries 2. Remote access Most popular way to use eResources 3. Inspiration Desire to share experiences Using eResources inspired actions Actions impacted others From 14 individuals interviewed
  29. 29. National Library of Scotland Leabharlann Nàiseanta na h-Alba Findings –How was their experience? Questionnaire revealed:Search & navigation lacking 4% obtained too many results from their search 13% uncertain how to navigate the eResources 4% couldn’t find their subject in the subject list 11% couldn’t find the database they wanted in the A-Z list From 441 questionnaire responses
  30. 30. National Library of Scotland Leabharlann Nàiseanta na h-Alba Findings –How was their experience? 1) Browsing Interviews revealed: Four main negatives Confusion about ‘Browse by’ menus 2) Navigation Feeling ‘lost’ away from Library website Confusion over databases being separate 3) Searching Difficulty getting search parameters right Summon returned ‘irrelevant’ results 4) Accessing Denied access to non-subscription articles Not all databases available remotely From 14 individuals interviewed
  31. 31. National Library of Scotland Leabharlann Nàiseanta na h-Alba Findings – How was their experience? Challenging for novice users Users who had used them before prepared Planned onsite and remote sessions Used Google Scholar to identify databases Sought and used indexes to pinpoint references Asked staff to direct them Novice users expected it to be easier Thought Summon was going to be like Google Panicked when away from main Library site Thrown by remote access restrictions Stuck on ‘Browse by’ menus From 14 individuals interviewed
  32. 32. National Library of Scotland Leabharlann Nàiseanta na h-Alba Findings – How was their experience? Perseverance was key to success Some were tenacious Strategic approach Content worth the effort Trial and error Others gave up Wanted content quickly Lost faith when expectations not met Back to Google Books From 14 individuals interviewed
  33. 33. National Library of Scotland Leabharlann Nàiseanta na h-Alba Recommendation s
  34. 34. National Library of Scotland Leabharlann Nàiseanta na h-Alba Responding to findings: Recommendations 3) Make eResources intuitive for novice users Identify ‘personas’ or ‘user types’4) Recognise & respond to different users and uses Focus on experience of novice users 5) Alleviate the need to persevere Develop guides tailored to different uses Offer help options and more support Encourage users to share tips & tricks Design tools & guides to ‘get started’ 1) Build on positives Content, remote access, inspiration 2) Address negatives Clearer guidance on browsing, navigation, searching & Summon
  35. 35. National Library of Scotland Leabharlann Nàiseanta na h-Alba Thank you and any questions?

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