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Project Team 9

Project Team 9. Lar3002 Information Management. Our Project Aim. Evaluate the end user satisfaction of the installed Internet system for the Colac library. There are two levels of end users: Level 1: the public making use of the Internet system

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Project Team 9

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  1. ProjectTeam 9 Lar3002 Information Management

  2. Our Project Aim • Evaluate the end user satisfaction of the installed Internet system for the Colac library. • There are two levels of end users: • Level 1: the public making use of the Internet system • Level 2: the librarians running the Internet system • Both of these levels will be evaluated.

  3. Our Project Method • Acquire the first level of end user satisfaction, the public. • This required the following: • Research survey techniques & design methodology • Design a survey using appropriate questionnaire methodology and theory • Design an Internet information pamphlet to accompany the survey • Distribute the survey to the public • Analysis of the returned surveys

  4. Our Project Method • Acquire the second level of end user satisfaction, the library officers. • This required the following: • Build a series of questions to interview the library staff • Analyse the responses from the interview

  5. Our Project Method • Both levels of end user satisfaction required two trips to: • Colac • Cobden • Camperdown • Trip One • Distribute the surveys within the libraries • Trip Two • interview the library staff individually • examine hardware being used

  6. Hardware Evaluation

  7. Hardware Evaluation

  8. Analysing the Data • Level 1 - the public surveys • the results were entered into Excel spreadsheets and Access database to determine trends and benefits of the newly installed Internet facility. • Level 2 - the librarians interviews • the results were examined for common trends and opinions relating to the public’s use of the Internet system

  9. The Results • Level 1 - the public surveys • majority of the users appreciated the use of the Internet system, especially that it was a free service • staff assistance provided was considered effective and useful • the download restrictions were considered limiting • most users have been using the Internet for at least a year

  10. The Results - the public • this experience was gained from a range of sources, particularly educational and work institution • the library hours were generally thought to be good • use of the Internet was dominated by research and communication (I.e. email) • the overall satisfaction ranged from satisfactory to good

  11. The Results • Level 2 - the Librarians • all had worked at the library for at least 2 years, where their responsibilities included the daily functions of the library • the Internet is used by all the staff members for a variety of purposes (email, research, etc…) • assisting users dominates the librarian’s interaction with the Internet • a wider range of people have been attracted to the library since the installation of the Internet system

  12. The Results - the librarians • especially noticeable is the presence of teenagers and younger men who wouldn’t normally attend the library • the public was informed via posters, local advertising and word of mouth • much assistance was required by the public users, in particular the older users • common complaints were included the speed of the downloads and lack of assistance at times when the librarians were busy

  13. Our Recommendation • Library staff lack formal training in the areas of computer use and Internet knowledge. • Solution: formal training provided at the library. • However, this takes time & can be costly. It also requires that the staff are willing to participate in such training • Currently the hardware is used is not being maintained to run at peak performance. • If budget permits, it would be ideal to replace the existing equipment

  14. Our Recommendation • Lack of a standard graphical user interface • Currently, two browsers are being utilised, Internet Explorer & Netscape Communicator. This can cause problems with technical support. • Solution: use only one browser. • The public lack knowledge concerning the World Wide Web’s full capabilities • most of the public are only using it for free email • Solution: providing workshops for the public (either for free or a minimal cost

  15. Our Recommendation • Lack of online help for staff & public • most of the staff are self taught • the public have proven more likely to ask the staff for assistance • Solution: employment of a technical and user support staff member, although this would be costly • Lack of terminals • only two terminals at Colac • only one at Cobden

  16. Our Recommendation • Minimal funding provided by the State Government • to implement the solutions suggested, more funding is required • without government funding, the library could be required to charge users for the service • local industry could use the service to promote their own services by advertising on the system. • sub-lease unused bandwidth

  17. The End

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