by Pamela Gore with commentary by Jean
Graef (in blue text)
February, 2006
Pam Gore manages
library Web site content and communications programs as a Technical
Analyst with HP Labs Research Library in Palo Alto, CA. Pam earned
her MLIS degree from Simmons College."
Like many other corporate Web sites, the library site at HP Labs had accumulated
negative feedback as it evolved from a simple listing of services to a
research portal on the company's Web site. The complaints included confusing
terminology, too much text on a single page, and too many paths to the
same destination. As a result, users were wasting time trying to find
information about library services and resources. In 2003, a library redesign
team used interviews to identify 74 tasks that users were trying to accomplish.
This article tells how they used this information to create a more usable
library Web site and what they learned from the process.
HP Labs Research Library's Web site HP Labs Research Library offers digital resources,
customized research services, and traditional reference service to Hewlett
Packard’s strategic R&D unit. The rich digital collection provides
access to services such as ACM Digital Library, Factiva, Proquest Direct,
Scopus, and Science Direct, and over 19,000 periodicals through the SirsiDynix
Unicorn and Serials Solutions’ E-Journal Portal. In addition, library
staff develop content for publication through newsletters and reports.
The library's Web site has evolved from a simple,
one-page listing in 1993 to a full-fledged site with integrated services
(top screen shot below). In 2003, the library portal was integrated into
the company intranet portal (bottom screen shot below). ...
Includes screen shots. Interview questions available
upon request (members only). Q&A section includes answers to these
questions:
What is the library's mission? What are the
major groups you're supposed to serve?
Are you willing to share your interview questions?
How is library effectiveness measured? Do
you plan to develop a more robust set of metrics for the Web site?
What are you using for search? Are you satisfied
with the search function as it applies to your Web site? If not, do
you plan to get your own search engine?
What is the library doing to serve people
who don't currently use the library?
What do you plan to do about your fifth category
of tasks -- job-specific tasks?
