User centered services information experts interface and content in the virtual library
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User-Centered Services: Information Experts, Interface and Content in the Virtual Library. Karen Calhoun Cornell University Library Prepared for Colby-Bates-Bowdoin Retreat March 18, 2005. Front Stage-Back Stage Analysis. The Play’s the Thing.

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User centered services information experts interface and content in the virtual library

User-Centered Services: Information Experts, Interface and Content in the Virtual Library

Karen Calhoun

Cornell University Library

Prepared for Colby-Bates-Bowdoin Retreat

March 18, 2005


Front stage back stage analysis

Front Stage-Back Stage Analysis

Calhoun


The play s the thing

The Play’s the Thing

Exhibition kitchen (head chef, cooks, kitchen staff)

Extra bar,

side stand

Guests

and servers

Guests

and servers

Bathrooms

Coat room

Patio

Bar (guests,

bartenders)

Entry

and foyer (guests, “majordomo”)

Calhoun


Places places

Places, Places!

Audience: Users

Front stage: Public service

desks, instruction, exhibits,

collections,other public

space

Back stage: Collection

development, technical

services, IT, management,

etc.

Calhoun


The virtual library on the web the play is still the thing

The Virtual Library: On the Web: The Play is Still the Thing

Entrances to collections

Self service “desks”

Mediated service “desks” & instruction

Custom services

Exhibits

Other public spaces (virtual and physical)

Calhoun


User centered services information experts interface and content in the virtual library

What Good Is the Library? How Information Experts Add Value to Information and Information Services and Systems

  • User-centered criteria

    • Easy to use

    • “Noise” reduction

    • Quality

    • Adaptability

    • Time and cost savings

“The call for client-centered service, though widely supported, is often defeated in the physical, organizational, and procedural systems that are erected to offer the service.”

--Chun Wei Choo, Faculty of Information Studies, University of Toronto

Calhoun


User centered services information experts interface and content in the virtual library

SEE HANDOUT – BASED ON C W CHOO


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