LIBR 287 - David Lee King & Course overview - 1/26/09


Uploaded by jeremykemp on 03.02.2010

Transcript:
Student: I didn't hear anything. Did anyone else? No?
Jeremy: That's because I need to turn on the microphone and the camera so you might see
video and hear audio. And I want to thank you very much to [inaudible] who's been working
in Illuminate where it's. So let's go ahead and get started. Lori, go ahead and say hi.
This is. Lori: This is Lori Bell. I'm really excited
about this class. And really happy to have the experience to teach this class with Jeremy
because I think it'll be an exciting class. Jeremy: So the next thing we want to do is
hear a little bit about who's going to be in the session today. Lori and I are co-teaching
this course 287. So Lori and I met each other three years, three-and-a-half years back when
she was working on this Second Life Library. And so we've been kind of bouncing around,
meeting each other in conferences across the country and we have this wonderful opportunity
to co-teach this course. And I'm with San Jose State School of Library Information Science
and have been here a couple years now. Before that I did distance learning. And before that
I was a product marketing manager. And before that I designed magazines for the American
Marketing Association. Lori: I'm in Central Illinois in the middle
of nowhere. I'm actually near [inaudible], Canton, Illinois. And I work as director of
Motivation [assumed spelling] and Alliance Library system full-time. And I teach a couple
courses at San Jose State as lab director. And also the University of Illinois.
Jeremy: So now I want to work you guys through a [inaudible] exercise. You know the drawing
tools on the left of the screen. If you click on these tools with the little yellow pen
you can place yourself. Actually it's a little blue pen. And place yourself on this map,
on California or the U.S. So I placed myself [inaudible]. I'm picking the red color and
I click in San Jose. So go ahead and work through this map. Click the little blue pen
and place yourself on this map and see where everybody is.
Okay. Let's work through the list of folks here, and I want to ask you what your name
is and what you would like to learn from the class here, just in a sentence. So let's start
at the very top with Adrian Walker. Adrian: Hi. My name is Adrian. I live in Southern
California. I think my little blue pen works cooperating. But I would like to learn, particularly
interested in trends, I'd say like to Web 3.0.
Jeremy: Alexandra, go ahead and take the microphone. Alexandra: Sorry. I didn't realize I was next.
My name is Alexandra Novakowsky [assumed spelling], and I live in San Francisco. I think I was
the very last person to know what Web 2.0 was, and so I don't want that to happen to
me with the Web 3.0. Jeremy: And Alexis?
Alexis: Hi. My name is Alexis. I work in the Internet Archive which is a digital library.
And I don't know. I was finally interested in Web 3.0. I've been with. I've been working
on the internet since 1993 in various capacities. And I'm always interested in to see what people
think is coming next. And, you know, to get a head start on things hopefully, so we'll
see. [ Silence ]
Angio: I'm next. So my name's Angio. I live in San Jose, and I'm interested in this class
mainly because I'm interested in the future of libraries. I'm starting to do my literature
I do for my thesis on mobile information and [inaudible]. And hopefully I could pick up
some reading just on a lot of the information from this class that will help me.
[ Silence ] Anisa: Hello. My name's Anisa. I work at the
San Francisco Public Library. And I'm interested in Web 3.0 as it applies to, you know, the
changing environment of our public libraries and how public can catch up. And those who
aren't caught up can get caught up. Jeremy: Let's not worried about the order,
so anybody after Anisa on the list feel free. Hannah: Hi. My name's Hannah [inaudible].
I'm from San Jose. And like Anisa I also work in the Public Library and I'm interested in
finding out how we can take exciting anythings and new apps and [inaudible] hard to reach
patron groups like teens. Caitlin: Hi. I'm Caitlin, and I am in Boston.
And I worked in a visual resources department which has been become a [inaudible] digital
library. So I am always looking for new ways to keep track of our patrons [inaudible] interested.
[ Silence ] Dawn: Hi. I'm Dawn Frederick, and I work for
the South [inaudible] library. And I'm not [inaudible]. It's at the top of the map [inaudible].
And I'm really interested in taking this class because I've worked in libraries, oh, thank
you, a very long time. And I really wanted to learn new things and, and hear some things
I've never heard before and see where libraries are going to.
Susie: Hi, everybody. I'm Susie Kenn. And I'm just starting the internship tomorrow
at the [inaudible] Community College which is a CPA systems learning community college.
And I've always been interested in technology, like a techie geek I guess. And I was [inaudible]
in the advertisement industry that caters to [inaudible]. And I [inaudible] Web 1.0.
So I think it's a natural [inaudible] for me and getting into laboratory services. And
this whole library [inaudible], you know, I'm [inaudible] and just real excited really,
you know. I'm just, I'm ready to, you know, learn new things constantly and hopefully
get information out there with as much ease as possible.
Hat: Hello, everybody. My name is Hat Sahadi and I live in Burbank, home of the Tonight
Show but we won't go there really. I'd like everything techie, and I like to stay up on
all the, you know, Facebooks and tweeters and all that stuff. I don't do any of it.
I like to learn it and then I always pretty much close out my accounts.
Melissa: Hi. My name is Melissa Rosales. I currently work for an online social network
on the product development team. And now here I am with [inaudible] as well. I live in Sporock
[assumed spelling] which is very close to Burbank. And I just, I am very interested
in merging trends, whatever is trending at the moment. And how these can be integrated
into whatever organizations, you know, if they're useful.
Holly: Hi, everyone. It's Holly Barrett. And I am speaking from Los Angeles and I'm interested
in taking this class because I want to learn all the newest things that are going on out
there in fine, creative, and innovative ways to apply them to my library career.
Heather: Hi. My name's Heather Tennet. I live in Boston, Mass. And I'm interested in taking
Web 3.0 because I like taking technology to new levels at libraries, and seeing what there
is more to offer out there. Thanks. [Inaudible]. And another reason why I'm taking
this class is to do better so I graduate [inaudible] class from Jeremy and Lori, so that's why.
Vicky: Hey, everybody. This is Vicky Skeiner here. I live in Calabasas and I work at the
UCLA School of Law as a reference librarian. And I'm interested in this class because I'd
like to. I'm currently involved in my library in trying to develop new ways of delivering
our services to our patrons. So I'm looking forward to learning about all the latest developments
on that front. And it's nice to see everybody. Thanks.
Hi. My name is [inaudible] and I'm living in Maine. I think you managed to color in
all of New England [inaudible] exact with a pen. I actually don't have library assigned
class [inaudible] manager. And I'm excited to gain some new perspectives from everyone
in this class. And as many of others have said and seeing what other [inaudible] coming
together and how we can take that into other shared information.
Tiffany: Hi. I'm Tiffany. I am in [inaudible], Colorado. I work at the [inaudible] Library
where most of our IT is handled by the college IT department so I don't get to do any work
with that. And our students are very tech savvy, so I am looking to keeping [inaudible].
Angela: I'm going to go ahead and try again. Can everybody hear me this time? Okay, good.
My name is Angela Taylor and right now I live in Monterey, California. My husband's in the
military so I've lived all over. I am interested in learning all these trends just like everybody
else, particularly because I want to work in special [inaudible] with the federal system.
So I want to see how you can integrate some of the mutuals into those types of libraries.
Diane: I'm Diane Madsen in Salt Lake City. And I took Web Show in the summer and I loved
it. I still feel like I need to become comfortable with what's out there. A couple of times I've
been in my public library and they weren't really sure how to help me with this, with
these technologies. So I really want to get a good grasp on it.
James: Hi. This is James Wagner. I'm from Chico, California. And I'm just interested
in the latest trends. Stephanie: Hi. I'm Stephanie Thomas and live
in Colima just east of Los Angeles. And I want to learn about trends and this technology
in the library and how we can try it. Jeremy: I think that's everyone. If anyone
doesn't have a microphone that works and they'd like to give an introduction to themselves
via chat, now is the time. [ Silence ] You know, Lori and I were chatting.
We've been working on this a couple months now. We've been chatting just a minute about
what we wanted to learn from this course. And the wonderful thing for me is I get to
work with Lori. So a lot of you have been in my classes before and I think you're here
because Lori's here. So let's. I'm, I'm curious, Lori. What, what do you want to learn from
this course? Lori: Jeremy, I think they're here because
you're here because several of them have said that. I am looking for, you have a [inaudible]
background in instructional design and are looking forward to learning new techniques
for instruction. And already just in a couple months of working with you I, I've learned
a lot, you know. How many, course is interesting over distance. How to get interactivity and
have different of structuring things. Jeremy: Well, I guess the thing I want to
learn is what Lori brings to the class. And you, you have to get used to this kind of,
and we'll be doing this a lot in the next 15 weeks. We have a really high [inaudible]
in it. So I, I love that Lori was able to. Well, literally we said okay, we have, we
have Slos Razinski [assumed spelling] here who are the best [inaudible] in the library
field. And a week later Lori says got that one, got that one, got that one. She tells
the people you're going to come and present, so I'm really, really proud to have the speaker
that we have today who's an amazing speaker. Who, let me see if can keep this fangled video
stuff working. I don't know if you all can see that. Designing Digital Experiences and
testing. And the man who [inaudible] is here in the room with us. So I'm not going to take
up a lot of your time but at least you can hear what we're interested in learning. And
Lori, do you want to give a little bit of, of a, a more respectful preview of David and,
and talk about his work? Lori: I am really pleased and honored to have
David here. I first met David a couple years ago I think at either an Internet Librarian
conference or. Yeah, it was it was at the Internet Librarian. And he, I think at that
time he was the webmaster at Kansas City College Library. And I loved their site. You know,
when you're looking at library websites and trying to get ideas for your library. Or you
see what the latest things are, Kansas City was one I just kept coming back to. Then I
found David in Second Life because he went to the Topeka and Shawnee County Library and
became the head of virtual [inaudible], or head of virtual services there. And there
was [inaudible] he co-writes the Trends Report each year with the latest trends at their
library. And that website is always top of their list. She's got a list of sites to watch.
And Topeka/Shawnee has been at the top of that list. And so we're really pleased you
could come tonight, David. And, you know, you wrote [inaudible] on what we're talking
about so I'll, I'll turn it over to you. David: All right. Hello, everybody. Can you
guys hear me fine? Making sure. Okay. It looks like it. Cool. I'm excited to talk to the
Library Science course class students who know that I haven't done that for a while.
Well, I don't. I haven't done much of that all honestly. So it's very cool to talk to
people that are forced to read my book. Ha-ha! Just, you know. Well, I'm going to talk about
the stuff that's in my book tonight. Not because I want to talk about my book, but because
I think it's a really important topic. And it fits in really well with what you guys
are hoping to learn in this class this semester, so that's pretty cool. Okay. So what exactly.
Let's see here. Make sure I know how to do this. First, what is experience design? Or
designing digital experiences? Well, simply stated it's designing an experience, so it's
not designing content. It's not designing the wrapper or the website per se. But designing
the experience that people are having while they're on a website and while visiting a
website. And for us libraries and librarians while they are visiting our digital brand,
which is what I call our Topeka and Shawnee County Public Library's website. So when your
visitors to your website come to your library website they are actually experiencing something
at this very minute when they go there. And the question is, is it a good experience or
a bad experience? Is it easy or hard? And do you know? You've got an experienced designer
actually [inaudible] and Dilms [assumed spelling] and the great experiences [inaudible] his
website rather than just hoping for the best, which is honestly what most of us do. And
then we build library websites or other websites. So who wants to think about interacting with
a website? And probably not many of us. Instead, what we want to do is to do our stuff, whatever
we're thinking of doing. You know, checking something out or leaving a comment, etc. And
it helps that we can be engaged and enchanted in the process. So let me take you through
the makeover we've done at Topeka's website, okay? So if you want to check it out. Not
tonight because our website's been down for most of today unfortunately. You can go to
tscpl.org in a, in a day or two please, but not right now. And you can check out our current
website that we're actually in the process of redesigning again. So if you watch this
year hopefully by December of this year we'll have something a little different again. So
this is what we had when I started this job a little over three years ago. This would
be the old version of our website. And this website had been around for at least four
years and man, it was, it was a fine looking website, honestly. If you go out and look
at library websites it's one of the better ones just in the design they had. But they
took an older design and basically started hacking at newer 2.0 type things on it. So
by the time I got there they had one blog. No Facebook pages yet. They had a MySpace
page and no video or anything like that to speak of. And they had some interesting things
on there. I'm just, I'll just go through the main page of the website and talk about it
a little. Those arrows are pointing to some, those were ASP plugins. Sort of the backing
of the website. There were four or five different places you'd have to go to put in information.
And they, they stick out because they look different than everything else on the site.
So sort of a nasty CMS on the back side of that. Yeah. Like I said they had added some
2.0 type things. The blog was under, let's see. I can make this point, right? Yeah. The
blog was under here. Over here they had an RSS feed. We, after I started we added a,
an instant messaging widget. We added the Meebo widget to it. Basically we were tacking
on to an older system, right? Also we had ads in the middle of the page that nobody
was really clicking on, even though they were big and took up a lot of space. The catalog
was in two different places, but it was hard to find. The top thing in the blue you had
to click through to get to the catalog. It was click and then one of many things on a
list that you had to click. And the quick catalog search below if you look at that,
if you sort squint your eyes and look at it real fast it disappears. Is because it was
grayed out. That's not a good, not a good way to design something. And then of course
we had real live ads in here at the bottom of the page for. We have a hosted Wi-Fi network,
so there's no reason we need to be advertising AT&T on our website. And then that other thing
that's a current weather condition thing. I would say it's a holdover from the mid-90s
and Gopher and that kind of stuff. Where you'd in the middle of a website or go to a Gopher
site and one of the things it would tell you, even if it were a library website, was what
the current weather was. Didn't really need that. And we had a font explosion. Yeah. Fonts
all over the place. That's not good design either. So this is what I inherited. This
is what I was faced with improving. An older, more traditional website. Still really pretty
good. Parts, different parts and pieces on the back end. It was harder to imbed stuff
because of the way the site was coded and things were in the wrong places. The emphasis
was on the wrong stuff. And patrons had a hard time finding things, so. And we needed
an updated design. There was. It was high time for a new design, so we did a makeover.
We needed an extreme makeover web edition, I would say, so. And this is what we ended
up with once we started redesigning. We'd had this site for almost two years. I, maybe
about a year-and-a-half, somewhere in there now. And we have. Now we have comments everywhere
pretty much. Most of the website is now blog-based, so you can comment on each page or each post
you get to. Actually we have about 30 blogs on, on the site. All the normal 2.02. Also
Facebook, MySpace, Flickr, instant messaging, text messaging, YouTube, video, Twitter, etc.
This is not Drupal. This is Expression Engine at expressionengine.com. Sure it's similar,
but we paid a little bit for it and it was easier to code on the back end. We didn't
have an extreme advanced coder at that time, so this worked really well for us. We'll very
possibly switch to Drupal in the next generation of the site. So since comments are everywhere
there are conversations on our website which is a main goal I had. Structure. So we got
rid of all those different ASP type things and have one big happy CMS on the back end
which was Expression Engine. Much, much easier to deal with. Comments everywhere. Here's
an example of that. And this is actually some customers talking and some staff members writing
back and answering those questions. So comments on our website. Conversations happening in
our digital space so to speak. A list of our RSS feeds. We have quite a few. And our one
blog that the old website had, it was basically a new books blog and had other stuff once
in a while. We, obviously we scooped [assumed spelling] it out into genres. So historical
fiction, graphic novels, etc. And a lot of these subject guides or blogs match in our
physical collection and that's what we call neighborhoods. So we've taken all the travel
books, stuck them on a couple of shelves in one place rather than all over the place.
And put some nice labeling on them, put a globe there. And then on the digital branch
we mirror that with a travel subject guide, and we do that with all of our neighborhoods.
That's our goal anyway. We have what we call Outposts, and that would be a lot of these
Web 2.0 type sites. So with like Flickr or Facebook, you might not notice this but the
Web is becoming a bit decentralized for organizations. Because we have our main website, but then
we have these outpost websites. So we have Flickr where we put photos. We have YouTube
where we put videos. There's Facebook where we hold conversations with. We've got two
or three Facebook accounts for different parts of our library. So probably about 2,000 people
we talk to through Facebook. MySpace, we saw the MySpace account. There's not much happening
there. A lot happening in Twitter. So lots of different types of conversations going
on in these spaces. Now I'm getting lost. Just a second here.
[ Shuffling papers ] Oh. As you can tell a lot of these, why we have more than one Facebook
account, we also have more than one Twitter account. We have an art gallery as part of
our, our library. So we have a Facebook page for the library. We have a Face. Or, yeah
page. We have a Facebook page for the art gallery. Then we also have one Facebook page
for our youth services or for our teen services. So that's how we're doing that. And [inaudible]
Twitter we have two different Twitter accounts. It's kind of a lot about posts where we can
post updates, events, and chat with people and that kind of thing. I mentioned conversations
a little bit. And we have quite a few different conversations. Conversations going on on our
website and our blogposts. Conversations going on. Yeah, let me. Just a sec here. Let me
I guess get through this conversation spot and that would be a really good place to stop
and do some questions. All right? I think. So conversations going on in Facebook. Conversations
going on in Flickr. People are adding comments to the photos there. There are comments going
on. This is YouTube. There are comments going on there, but honestly if you've ever looked
at comments in YouTube they're a bit lame. They're a bit lame on our videos as well.
All right. I then show that people are watching and caring enough to say something up there
I guess. And then Twitter. Quite a few conversations going on in Twitter, so replies, retweets,
that type of thing. And then we're also doing a lot of listening I would say too. Okay.
So this is a good place to stop for a second. Questions? Do I need to do anything or does
somebody else do something with the microphone? I'm not sure.
Jeremy: Sorry to interrupt you. I didn't mean to interrupt you. I really one question I
had, and there might be a few people with questions as well. You send people out in
the crowd and ask for your services, what kind pushback could you have from administration
for doing that? About not keeping it all on, on, onsite?
David: Interesting you should ask. I was hired to that one specific thing actually. Is built
a digital branch and also to make sure we were represented in those outposts. So I've
gotten just the opposite of Push Mac quite honestly. But we have a fairly. Our director's
been here for four, almost five years now. And she's sort of an informational change
agent herself. So she loves this stuff, so I'm not sure that's a great answer for you
honestly. [ Silence ] I think somebody's asking how
old do you have to be to comment on our site? No age requirement. You have to be able to
type. So whoever can do that can, can comment on our website or, and in any of our services
outmost. I guess like Facebook I think they have an age requirement. Not that any kid
actually pays attention to that. All right. [ Silence ] I think somebody has their hand
raised? [ Silence ]
Yes. Hello? Okay. I actually have a question for you. I was what. I was [inaudible] some
research on Facebook and this library services account and [inaudible] I have a difficult
time with Twitter and all that. But I was wondering do you guys have a policy for our
standards for all of these additions on Tutor Site?
[ Silence ] David: Am I here? Yeah, okay. Pretty good
question. We do. We have a couple different things. We have a social media and comment
policy that applies to well, mainly our blogposts. But, I don't know. I guess they wouldn't really
apply to our outposts' sites so much. But so for patrons we have, we have a social media
comment policy and then also just our normal behavioral guidelines. They would also translate
pretty well to digital form. And then for library staff, yeah, we do. We have like for
Facebook I will write up a set of instructions or guidelines to say here's what I want you
to do there, you know. A couple of status updates a week, answer questions, listen to
what people are saying. You know, that kind of thing. And, and I'll do that for each of
the social media sites. [ Silence ] And the policies for the Web pages
are mandatory? Yeah. For. Well, for our patrons, yes. And it's they're mainly behavioral guidelines
for us. So if we write a blogpost and then somebody says a mean comment that's like a
personal attack, it's my job to say stop that. And if you don't, we will block your, your
comments and delete them and that kind of thing. So that, that's what we do.
[ Silence ] Okay. Maybe one more question and then I'll get, get into the next sec,
section. And so whoever raised their hand I had him take you a mike.
[ Silence ] Oh, hi. I'd like to ask you my question, and
also I'm just curious if your library has [inaudible] statistics in terms of various
conversation methods which are most heavily used by your patrons. Thanks.
David: We don't right now, but we keep pretty good statistics on our website. And I have
not figured out a really great way to keep statistics on all of those other things yet.
There are tools out there to do that and in the next iteration of our site we're going
to start paying attention to that. Right now for. I, I spot-check them I'd guess you say.
So a few months ago I checked everything and totaled up like how many photos we'd added.
How many comments we'd gotten in Flickr. How many favorites. In YouTube, how many people
watched the vides. That, that kind of stuff. It was interesting. There's, there's been
a lot of activity going on quite honestly. And so I guess I'll answer Andrew [inaudible]
question too. Are the comments moderated on our website? No, they're not. We let them
go live whatever the person has said, or whatever they said. We've not really had a problem
with that. We, we've had a few mean comments but we look at this way. If somebody comes
up to the reference desk and says something mean we might, depending on, you know, what
they say we might just ignore it. Or we might just. Or we might say you know, you can't
really say that to a staff member, so please don't do that. And then our behavior policy
kicks in. It's sort of the same on the Web. That's how we look at it. We don't look at
it so much as they're publishing content on our website, but they're having a conversation
with us. Just in digital format, and so that's how we handle that. Okay. I will move on to
the next section. How. How are we doing some of this stuff? And this is basically how we
decided to build what we built for our website, and so what we're doing right now. First we
asked. I had meetings with staff. I went with to I think pretty much every department and
asked staff what they wanted to do on our website, and then built that basically. So
there's some of, sort of basic internal marketing. I asked them what they wanted. If they wanted
blogs. Oh, oh they want to do Ask Reference services and instant messaging forum. Cool.
That kind of stuff and did a list. Basically [inaudible] a whole bunch of departments.
And then I schmushed all that info together into a plan. And then also met with the public.
I had a day or two of focus groups where I met with patrons. And asked them sort of the
same thing, but more we. By that time we had something to show them and we said so, how
do you like this? And wrote down what they said basically. And then we also kept. I'm
one of the managers at the library and so we kept in touch with managers the whole time.
I meet with them every week. And so if we had moved along quite I would show them what
we're doing and get feed, get feedback and responses from them, so we were building what
they wanted to see as well. I also had some secret goals of my own of course when I built
those. And those were some of those necessities that a modern website should have like RSS
feeds, video, blogs, open comments rather than moderated comments. Pictures of librarians
who wrote the posts and their name underneath it. That type of thing. Basic 2.0 type things.
Or worded another way, I knew what was needed to be a cool, relevant website to our community.
And make it actually slightly on the cutting edge because for some reason Topeka likes
that about their library. So I made sure to incorporate these things. So for example,
we wanted to share our stuff in more ways, so we made sure that we had blogs and video
blogs and that kind of thing. Obviously we also needed staff to do this. We're a larger
library I guess. Mid-sized to larger. So I have eight digital services staff in my department.
And two of those guys do Web development sometime. One's more of a Web designer and supervisor,
and one's a hardcore Web developer so a lot of cutting involved. And then we also have
what we call our creative group, and that's the marketing department and it's sort of
connected to the Web guys. We meet every week and try to do stuff together, so we have them
as well to help. And then of course maintaining. Oh. What have we done since then? That's interesting.
Okay. So that should be a really cool picture of a lawnmower. All right. We have to maintain
what we built, so I have been teaching classes on how to write for the Web. We've had some
classes on how to do video and like YouTube, that kind of thing. We've made little improvements.
For example our Meebo widget, we sort of outgrew that so we moved to Library Help which is
another type of widget, but it does more things for instant messaging. We gone to text messaging
as well. Our front page we've made a bit less cluttered. And it's still cluttered, but it
was more cluttered. We've redone the CSS on the back end. And a lot of what I have been
doing this last year-and-a-half is making staff work. Reading up and testing, figuring
out some things we needed like a style guide, the social media commenting policy I, I asked
before.
That kind of stuff. [ Silence ] And then like I said we're redesigning
right now. And some of the big things we are going to do we'll be these five ways to jumpstart
your own extreme makeover. Some things we're focusing on. One would be writing what I call
an experience brief. And experience brief, this is basically a plan for the experience
you want to create on your website. So think of it as a one-page story about the experience
customers are going to have on your website. So.
[ Silence ] Hmm. And I don't have an example of that working apparently at the moment.
Sorry about that. But a little one-page story about a guy who lives in Topeka and he's using
our website and finding it easy to use and finding stuff he needs. It's that kind of
thing. But it's written in a way to pull out. He's able to. The, the labels on the website
are worded in ways he would understand instead of librarians understanding them. Things he
needs are up at the top. Like it says Get Books Here instead of Library Catalog or ILS
System or whatever. It's that kind of stuff. I forgot to print that. And then on, before
that part we are actually targeting specific audiences. Our library has been a GIS study,
so we took our patron database data and overlaid county population data on that to find out
who our non-users are in Shawnee County. And we found out that 25. Our, our biggest audience
I guess with GIS groups they give different segments, population segments names. And so
the group we're focusing on is Green Acres. They are middle-aged married people who live
out in the county and have an acre or so of land. Pretty well-off. They don't like to
drive to the library. Now we have one big building. We serve a pretty large county,
so they don't want to drive 20 or 30 minutes to come to the library. There's 25,000 of
those people out there that don't have a library card. And we're going to sort of push the
website to sort of emphasize things that they might be interested in. So that's what we're
going for with this. So that's number one. Number two, take a touch point journey around
your website. So an example of this would be, let's see. Do I have that here? Yeah.
Basically a. Overhead announcement: At 6:45 the library
will close in 15 minutes. If you need to [inaudible]. David: We're announcing the library's closing
soon. Overhead announcement: [Inaudible] DeSoto.
If you have [inaudible]. David: And the speaker's right over my desk.
I'm in my office. Overhead announcement: [Inaudible] check yourself
out [inaudible]. Thank you. David: All right. A touch point journey is
basically doing tasks on your website, and then noting every point in that journey. And,
and sort of seeing how the experience is in each point on that journey. So like for example,
getting a library card. If you wanted to get a library card on my website, where would
you go? Just look at that really fast and, and get an idea in your head. If you haven't
gotten it by now we have failed, and honestly we have with that. It is Get an Account under
My Account, sort of on your left-hand side of the page. It's really hard to see and it's
not worded in a way most customers would understand, unfortunately for us. So what we really need
to do with that, and what we'll be doing more. Yes, see. So there it is. I'm pointing to
it. I'm going to relabel it. Probably make it [inaudible] and bright so it pops so it
stands out. Call it Get a Library Card, and then put Check My Account underneath that
in smaller type and do something like that. And that would be an example of a, a touch
point journey. That was something that wasn't working for people. Okay. Number three, conversation
as experience. We've talked a bit, a bit about that. We have conversation going on on our
website. And our customers or visitors to our website actually want to talk. They want
to talk with librarians, and they want to talk with each other. So we need to make sure
we're providing those spaces for them. [Inaudible] and comments and instant messaging or text
messages in those outposts like Twitter or Facebook or Twitter. And here's a couple of
examples of that. Okay. So this is a blogpost one of our children's librarians wrote. And
there are comments after that. So a couple by a patron and one by a staff member who's
replying to them. And that's showing actual interactions and conversations going on on
our website. [ Silence ] And then another one from Facebook.
Now we, our Twitter account is linked to our Facebook account, so we tweeted. The tweet
turned into a Facebook status update. And in Facebook we got quite a few comments from
that one tweet. So very interesting. And it, it show people are responding really well
in that social network, and they are responding to the library. They want to Friend the library
and have conversations with that Friend. Number four. Answer the why questions. So look at
your website and think well, why should I use this? Why are we doing this? And answer
those types of questions. Even, even to the level of content, so ask why this content?
Why should I read, watch, listen to that when it's created? If you have event that you're
focusing on on your website, answer the why should I attend that? And my library director
always like to say answer the why should I care question as well. So for example, what
makes me care about those databases. If you have done your research databases A to Z,
why do I care about this A to Z database list? Why is it in alphabetical order? That's sort
of silly. Honestly, it should probably be in a more most popular order rather than a.
Or, or even a topic order rather than an A to Z list. We shouldn't have done that. Why
should I click here? It tells you nothing about why you want to do that, so that would
be one thing we should fix on the website. Also.
[ Silence ] Let's see. Ha! What was this? Oh, we're talking about our Ask a Librarian
thing, and the arrows are pointing to different places you can ask a librarian I believe.
So there's a link up at the top that says Ask a Librarian, and below we have a, a widget
that has that. And we clearly need to make sure we're, we're pulling those out and making
them very apparent to our users. And we want to be really friendly about it. And I, I think
we're achieving that on this website, so instead of rather lengthy information that says Ask
a Librarian, say Need Help? Our friendly librarians are ready to answer your questions. If you
think about what we worded there that's actually assuming quite a bit. It's assuming we, you
know, are in fact friendly. And we are going to answer your questions. So a different way
to think about this type of service. And then finally focus on the customer. It helps sometimes
to flip your design from staff-centric to customer-centric.
[ Silence ] And so if you're inviting your customers to talk to you, to ask questions
and that type of thing, many librarians and on library websites they'll give them rules
after that. They'll say please, ask a librarian. Here's the instant messaging widget. What?
Don't, don't send us big questions. We only answer quick factual questions and we'll do
it in two business days on the weekends which is dictating the way your customer can talk
to you. And we would never do that at a physical reference desk, so we don't need to be doing
that on our websites either. Just say we'll get back to you as fast as possible. Or with
instant messaging you can usually say we're here, we're not, so it can be an on-off thing.
Something to think about. And then just remember to design really simply. I use. Well, I use
both PC-based laptops and Apple Macintosh laptops. But a Mac has one button on it and
it's the power button. That's all it has. I'm looking at my Dell PC laptop right now
and it has at least seven. One's obviously a bit simpler and designed better than the
other one. That's because Apple designs things to get out of the way. So, so the design gets
out of the way of the customer so I can then do what I want to do rather than figure out
what these other buttons are fort. And that's how we should design our websites too. Another
way to think about that is thinking about light switches. When I go into my house I
flip the light switch on and I'm not thinking about it. I'm not thinking about how it works
or if I'm doing it right. It's just brainless because I know how it works and it does what
I need it to do. And in fact, if I had to think about it the electrician would have
failed, right? So that. You, you want your website to be that easy. You want people to
do. To be able to quickly do the thing they came to do, rather than having to think about
how the tool works. Okay. And then one bonus, saying yes. Saying yes is key. Some of you
are already working in libraries. You've probably heard no before, right? Some of you who aren't
you unfortunately probably will hear no quite a bit once you get a job in a library. Make
sure, especially I'm saying this as a manager. Make sure to enable rather than to control
or direct. So one example of that that I've done with our Meebo instant messaging widget.
One of our goals was to start an instant messaging reference service. And I and my IT department,
we had a different way to do it. And we were working through that process when one of our
reference librarians came up and said David, can't we just imbed a Meebo widget and be
done with it? We can start in an hour? And I said yes. I said, sure. Let's do that and
then I checked it off my list, and we used that for a good year. It was easy and we,
my department moved on and thought about other things. So have that type of attitude. And
then our attitude was we got the goal accomplished, rather than having the attitude of you're
not using my tools in the correct way. So something to think about. Let's see. And then
I think these slides are talking about that. Good. I'm used to standing in front of people
and having a clicker with me, so sorry. This is a little different for me. Okay. So what's
next? And this is sort I'm summing up here. We've talked about different paths to a digital
experience, and what should we do with that? Well, the biggest thing. The biggest thing
you want to do is connect your customers to a few different things. You want to connect
them to your organization, to your product, right? Libraries are all about product because
we have books and magazines and movies, etc. Also to the extras. You want to connect the
customer to the extras like Facebook or Flickr. They're actually going to get some really
content, especially on Facebook. You get reminders of events if you use your Facebook account
that way, for example. And you want to connect them to other customers, and that can happen
in a lot of the social media sites. Overhead announcement: It's 8:55 and the library
will close in five minutes. Please complete all sourcing and copying now. If you have
a serial picture out please proceed to that desk. Thank you.
David: Yep. The library is emptying out. All right. And then here's a weird one. Create
an experience stage. Okay. So if some guy named Adam Lawrence, he writes this blog called
Work-Play Experience. And he's had this and I realized as I'm reading this he's a marketing
guy so it's sort of silly. But he's got some good points behind it. He says, your customer
touch points. Your ETA location. Your hotel, your website, your brochure are your stage
sets. Arrange them to mirror the, he says, boom-boom-wow of your storyboard as people
move through the experience. Or as it unfolds around them. And then he says, you are the
actor on a stage. Whether you are a doctor or a plumber or a Web designer or a writer
or the comment answering guy or the videographer, every part of your consumer contact is sort
of like performing a show. After all, you're trying manage the perception through [inaudible]
customer forms of you and your offering. Then he says, so go rehearse. And then I thought
well, what do actors and musicians do besides memorize lines and rehearse them using [inaudible]
connect? They connect with their audience. And that's our goal as librarians, is connecting
with our customers. So we need to work on conversation. And it's hard for some of us,
especially more traditional librarians. It sounds weird, but we do really well when somebody
is in a line at a reference desk. And it's a little harder when we're out behind that
desk. And it's even harder when we're conversing in new formats like in Facebook or 140 characters
in Twitter. Or in front of a video camera that's going then to YouTube. Or even better
being live stream. So we need to learn the fine art of conversation in many different
formats. So writing, photography, video, face-to-face. It's still the same old skill that librarians
have done forever, conversation. But presented in a new digital age wrapper. And then finally,
organizational change. It's happening everywhere. It's happening in my organization. It's happening
in most libraries I visit in some way, shape or form. So that's coming and we need to prepared
for that. So these people, your patrons, like going online. If you look at national statistics
most Americans actually do like going online, even my mom. She does that. She's probably
the queen of Farmville. Going online is convenient and it's unfortunately not always easy. So
our goal is to improve near bottom line, that of ease of use and maybe work on delighting
them in the process. And they might just come back for more. Yeah, it looks like why do
people play farm games on Facebook? That's funny. All right. So what other questions
do we have? There probably were some going through. And yes, I'm in Kansas so it is 9:00
now here rather than I think it's 7:00 where you guys are.
[ Silence ] Lori: Thank you, David, very much. And I'm
sure everybody enjoyed the class. Now I would even like to [inaudible].
David: Oh, actually I wanted to ask Lori to wrap this up and transition to the next section.
Do you have anything to say about the, the presentation now and, and get us ready for
the next part? Lori: David, thank you so much. You're the
perfect speaker for the beginning of our classes. We think about all these new trends and how
they affect the library website which is becoming more and more important as a, a place where
our patrons are going. So thank you so much. And now we're going to go on to the next part
of the lecture here. We've going to need a master of ceremonies as we go over the outline
for the course. And thank you again, David. Jeremy: Okay. I need to put in some more slides
after this one. [ Silence ] Okay. So I'm going to talk to
you a little bit about the course schedule. So we are dividing the course up into three
parts. Three content areas. We're calling them Seminar 1, 2 and 3. You can see that
the seminar are grouped into [inaudible] third in course. But third in Tom, third in the
proof he needs. If you take a look at the course itself, let me see if I can do some
application sharing here. This is always kind of iffy for a lot of folks, I know.
[ Silence ] So it's always iffy for me anyway. [ Silence ]
Okay, let me ask you all if you could see that. Okay, can anyone not see this window?
It is cut off on the right hand side, how about that? Yes, you yourselves can take that
window and move it around. So the semester is broken up into three parts and you can
see the first is web as a platform and as a service and we have these speakers, the
six speakers, they are spread throughout these three seminars. And this one, David's talk
really applies to the 2.0, the foundations and traditions and also the social web. Then
we are moving on seminar two has content on electron publishing, on iPhones, You Tube,
Lori is doing a lecture on audio books. Then seminar three is on the future of libraries,
so that is roughly the three parts of the course, web as a platform, innovative collections
and the future of libraries. Now the lectures and we have the first lecture up for you,
Lori and I filmed that in Boston, Massachusetts earlier in the month and that will give you
a layout pretty similar to what I am doing right now. Then you can expect 10 lectures
total, the next one a seminar overview with Lori and I, then three, we actually did some
audio podcasts about an hour's worth on Second Life that I am going to do a lecture on persuasion
and social gaming. He mentioned, David mentioned Farmville, the largest and fastest growing
game of all time. Then audio books and apps, somebody else here mentioned apps as well,
so we are going to talk about apps, frameworks and also match-ups. So the things to turn
in, a collection and we are going to talk about collections in a bit, your participation
for each seminar, so you are graded for each of the three seminars on your participation.
You have a paper due late March and a presentation on that paper in May. And notice also May
12 through May 17th, our presentations, we are going to put out some choices and you
guys are going to choose when you want to present. We will do the best to work with
all of your work schedules, because I know you are all working adults and very busy.
So guest speakers, we already had Dave in here today, the next one Meredith Farkas on
social networking, Aaron Schmidt, who I had a presentation with in Monterey at internet
library and that was kind of a funny story, Tom Peters, who I met in Chicago at ALA, mid-winter
a couple years ago, Joe Murphy, I have never met. Steven Abraham is a fixture, an icon
of the field so that is the schedule itself, does anybody have any questions about the
schedule and then we will go on to talk about the collection and the participation and the
paper. Just the schedule itself, does anybody have any questions about that? I am going
to turn off my microphone, if you want to talk, you can click on the mic or you can
ask questions by chatting. Okay? [ Tape clicking ] No, Paul Montri asked me
if we should stop recording, no way, all this stuff is gold, so it will be on the recording
for everybody to review. When Lori and I are telling you about the class, it is really
important to have a record of that. So Scott asks, what are the groups? And there are three
groups and you are being added to those groups somewhat randomly. Each group is responsible
for two things each semester, each seminar sorry. So group number one will be responsible
for moderating the discussion for seminar one and will be responsible for curating [assumed
spelling] the collection, each of these seminars has a collection and you will curate those
and each of the seminars have a discussion and you will moderate those. So if you are
not up for that seminar, say you are in group two, say in seminar one, you are gathering
your collection. You are participating in the conversation, in the forums. So you have
two roles, one third of the time, for one of the seminars you will be a leader, for
two of the seminars you will be helping out participating. Any other questions on the
schedules specifically?
Okay, now that I have talked about the schedule and a little bit on the groups, let's talk
about and the kind of topics that we will be covering, let's talk about collection itself,
which I think is really the centerpiece, it is really kind of the most important part
of the course. Well the speakers are great, but the collection for your grade is a big
deal. So Lori, go ahead and take it away, let's talk about the collections assignment.
Lori: Okay, I will go over the collections assignment. Jeremy and I think this is really
exciting, because you are going to be creating an actual resource that we will be using in
some online events. Alliance Library System is offering a series of online conferences
in 2010 called Trendy Topics and the first conference is February 9th on social networking
for libraries, so it fits right in with what David was talking about and Meredith Farkas,
who wrote social software for libraries is the keynote speaker and then we have got other
people talking about Twitter, using You Tube, Facebook, all the things that David mentioned.
So that is the conference for February, later this week, I will be putting up the conference
information because you can attend for free and I will tell you how to do that. The second
conference is in March and is on marketing and then in April, it is on teams and technology,
May is eBooks and audio books and it goes through November, David Lee King is the last
keynote speaker in November. But the collections that you are creating are going to be used
as a resource with these conferences, so and a lot of our speakers are keynotes for these
topics. You can see Jeremy Kemp is the keynote for Virtual Worlds and Libraries. So what
you will do, you know, we will have three groups and what you will do if you are not
the lead group is that each student will turn in let's see one academic journal article,
one website, one social media site and two additional resources of your choice. And you
will provide the citation, plus a one paragraph annotation and we are going to be using PB
Wiki for that and so what you will do is you will just go into PB Wiki and we have a page
for the resource section. You will type in your five resources with your name attached
to them, then the group that is the lead for that seminar for seminar one will have a week
to put the resources together in a final format in the PB Wiki. So the lead group does not
put together resources for that seminar, there job is to take what the other two groups have
done and put it together in its final format on PB Wiki, which will then be made available
to the public. If you didn't get your PB Wiki, if you didn't get a link to PB Wiki with your
sign in, let me know and I will reinvite you. I have heard from one student, just email
me or even text [inaudible] if you didn't get that and we will go from there. Jeremy,
do you want to talk about when you are going to assign the groups?
Yes, you know we can do that tonight, as long as everyone is logged in, I will random, I
will put them in the groups. Okay, so for example, for seminar one, the
five resources for each person are due March 10, so by March 10th, you need to have your
resources listed on the page and then the leading group has to have the final page done
by March 17th. And so with each seminar that is what we have done is the two groups' resources
have to be ready one week and then the next by the end of the next week, the leader group
has to have those up in final format on the PB Wiki. So we kind of see this as a really
practical way for you to be reading and finding resources on these topics and again it will
be used in support of this series of conferences, so you are creating a real life digital library
for people who are attending these conferences to use. So any questions?
Okay, so the teams have been assigned. I think everybody in here will be in a team, so I
should probably tell you the first seminar team includes: Katelyn, Scott, Angela, Hellkin
[assumed spelling], James and Tiffany. So that is let's see here, seminar one team:
Katelyn, Scott, Angela, Hellkin, James and Tiffany. Actually, if you check in Luminary
or Angel right now, you will see that you are in a team. So those folks have a different
set of deadlines than the rest of you and you can see those deadlines on the collections
development page. So Lori, are you all pretty wrapped up with the collections, the collections
assignment. Does anybody have any questions about the collections' assignment?
[ Silence ] So what did the leaders do for the seminars?
Are they just in charge of collecting all of the resources and then organizing it or
is there an actual discussion that is led like in the forum somewhere?
They are responsible for uploading and organizing the resources on the Wiki and they will be
graded during that seminar.
And I think what we are missing now is the lack of a forum where you would link your
work. So the PB Wiki is there, you guys have different places in the PB Wiki to build resources,
now we just need a place in the forums to link too, so let me build that.
Vicki, the collections assignment is listed in Angel.
[ Silence ] Right off of the main page. Also, Chris the PB Wiki address, you should have
received that in your email so that you can then sign in to add resources, if you didn't
get that then let me know and I will email you again.
So in other words, everybody whose name I didn't call will be adding a collection to
PB Wiki and posting a link in the collection one forum. And everybody whose name I did
call is going to be curating that content and then a week later submitting a final resource
to PB Wiki. Is that the way
you see it, Lori? Yes and I will put up an example annotation,
an example resource listing for you, so you know what we are looking for. I think some
students had a question to Jeremy about the ongoing participation in the discussion forums.
Right let me do some more application sharing here real quick and the orientation under discussion rubric.
[ Silence ] I am looking to do, sorry, Paul Montri, I
am looking to do application sharing, why can I not do that? File transfer.
You are under the participant's window, the icon for your application share is turned
off. Oh it must be because I turned it off
and I need to turn on the mic too, sorry about that guys. If you are participating in a seminar
as a leader, you will see this criteria, number 5, we will grade you based on that criteria.
If you are not a leader, if you are participating in the seminar, we will grade you on these
four criteria. Okay, so really it is pretty darn straight, it is best in class, I didn't
do it, but it is very, very helpful for grading participation. Does that answer the question?
Lori, did you have an answer for Ann, is the curating and discussion questions presented
as a group or are the leaders each doing this individually?
The discussion questions and the curating is different, so the leaders for seminar one,
they are curating the resources that come in on the Wiki that is one part of their duty
as leaders of seminar one. The other part of their job is to help lead the discussion
on the different topics each week and we have identified the topics for each week and Jeremy
and I will get the discussion started each week with some discussion questions, but then
we want the students to take over and lead the discussion in that area.
Yes, the way I would think of that is the discussion is really led individually, you
don't agree as a group what questions and what comments are going to go on the discussion
board, but the final curated piece that is done as a group.
I think you all will feel comfortable once I put an example up of a resource and its
annotation, once we get through our first week of discussion, I think you will see how
it will go and feel more comfortable. Another important part of the class is the
paper and this is sort of Lori's brain child, so it made a lot of sense to me, but I don't
know if I could describe it in detail. Lori, do you want to talk about this?
Sure, this is your chance to do some research, find a topic that you are really interested
in and write a paper about that topic. And the way we have this formatted is almost like
a grant proposal and so in preparing this, you are coming up with a service or an idea
that you want to propose to your library. It could be your real library or you could
make up a fictional library and so this takes you through the format that we would like
you to use, the applying agency that is the library that you are proposing the service
for and if you don't have a real library you are using, you could make up about the library
and then this should be no longer than a page double spaced. Then a brief abstract of 100
words and then the project description is describe what you want to do in detail, but
no more than 10 double spaced pages. A detailed descriptions and the services or activities
to be implemented, justification for the project goals and objectives and we want you to include
each of these areas and I am not going to read. You could go through there and see and
it tells you, you know, about how long it should be or what the limit of it is. Then
we are asking that you use 8 to 10 resources and that can be articles, interviews, websites,
emails, all kinds of things. So it will be something, a new service or new activity you
want to do in a library and you are putting together a proposal, it might be a proposal
for your board. It might be a proposal for a department head. It might be for a grant,
but you know, we would like you to use these headings to do the paper. So, we would also
like you to run the topic by us and by February 16th, we would like to hear from you what
topic you are interested in writing about, any questions? I hope, Jeremy and I hope that this assignment
is something that is practical and that you can use in your real life library or in your
portfolio. It can be an information agency. So Angela is writing to the moderators and
the rest of you might not be able to read that. She wrote does it have to be a library
or can it be some other information agency? So that is a great question. I thought this
was a fascinating assignment from Lori, because basically it is your blue print to success.
It is your blue print to the future. You take this document, you know, the things that you
create during this term and you go to somebody who has money in your organization, at the
county level, the city level, whatever, you build your job. Basically, you are writing
a job description for yourself and you are telling people why to help you make that happen.
And finally, the final presentation, the short presentation the last week of the term is
your elevator pitch. It is a very short presentation where you are going to describe to the rest
of the class why this should happen. That is one option, the other option is a straight
paper, but I hope that you guys will do a proposal. I would see this as what David Lee
King did when he came to his library, because he is the new media guy, right. He came in,
he has got programs where he is he is doing evangelism. This is the kind of document that
he would have passed around before he showed up or when he first showed up to make this
sort of stuff happen. So I really see this as a great opportunity to spend the time putting
together a blue print for your success. [ Laughs ] Sounds like a marketing guy right,
but I think it is a great assignment. Does anybody else have any questions about the
paper or presentation or Lori do you have anything to say about that? We are going to
wrap up in a few minutes here. If anybody has trouble coming up with ideas,
feel free to email Jeremy and I and bounce some ideas around. From the interest that
people had, it sounds like I don't think any of you will have trouble coming up with something
you like to do, but if you do, just email us and we can bounce some ideas back and forth.
Okay, so just some logistics here, if you need help, go to the help me form and subscribe
to it, so if anything happens in there, you can email. The second thing that you want
to do is go to the orientation page, click on the lecture number one and I know some
people had some problems with the video, I re-rendered it into something smaller and
more manageable and I also gave you a web URL link. This is Lori and I kind of giddy
in Chicago, early January, it was very cold outside and we were talking about the class,
then introduce yourself, post to the forum and use an interface. What was one here, Scott,
did you make this up Scott? This is really you, right. I mean I searched IMDB and I found
the same thing, so you hadn't altered it. Well that is cool, the Star Trek Enterprise
episode on Thursday, the day after tomorrow night at 7 pm is mute, right? That is great,
how do we watch for you and it is cool. So post a screenshot and everybody else go on
and watch television and see your classmate. The class schedule is a lot of stuff, ton
of stuff in it and go through the topics, go through the lectures, things to turn in,
the first collection you can see is due March 10th, so that is probably really the first
thing that you need to do. The next time we are going to meet in person, February the
16th for Meredith Farkas. I have never met her, she is younger than me and much more
famous, so I am very curious to see her. And then we have the reading list, which I think
is a guideline, we are not going to test you on these things, but we have find the best
of the best content and hoped that you can write about these topics in the discussions.
So the very first thing, King Chapter 1 and I found some really nice pieces, Tim Burner's
Link [assumed spelling] talking about and this is kind of the point of web 3.0 talking
what is the semantic web, what is the linked web, he calls it. Timothy O'Reily, Tim O'Riley
talking about web 2.0, he is the one that coined the term. Also, Gordon Chapters and
King Chapters, so anyway, we have a ton of resources in here, a lot of really interesting
things to talk about and I think guest speakers, I think that is it. Lori, do you have anything
else that you want to add. That is the logistics of the course.
I will add the Trendy Topics conference dates into Angel, as well as how to register for
free. Also, if you attend the conference and you want to write a little bit about it, we
will be awarding extra credit for that, so we will put that up later this week too. So
be watching for that, the first conference is February 9th and Meredith is the keynote
speaker at that too. So I will get that information out to everybody. I think we have a great
group here and I am really looking forward to working with you.
I said it was very nice to meet you all and it was kind of hard to work with Lori Bell
and
I will see you in less than a month.