1	Information Architecture & Customer Service a presentation to NJ Library Association Conference April 2006
2	Your Presenter Karen Rossi Manager, First Floor rossik@carnegielibrary.org
3	Carnegie Library of Pittsburgh
4	Carnegie Library of Pittsburgh – Facts Built in 1895 150,000 Square Feet Basement and 3 public floors Collection Size – 3 Million CLP’s Neighborhood Branch System CLP’s Role in Allegheny County and in Pennsylvania
5	Impact of Strategic Planning Process 2000-2002 Main Library is too complicated to use. New customers confused where to look for materials and services. Branches look old and shabby. Promote excellent customer service
6	Renovation and Reorganization of Main Consultant studied departments, collections and practices at Main. Library programmer was hired to do space planning for Main (and Branches). Internal review of options for reorganizing Main
7	Renovation and Reorganization of Main 2002 - Eight separate subject departments (Children’s, Foundation Center, Humanities, Job and Career Education Center, Music & Art, Pennsylvania, Science & Technology, Social Sciences) 2005 - Six functional departments (Children’s, New and Featured Popular Collection, Reference and Nonfiction, Audio Visual, Local History & Genealogy, Job and Career Center)
8	Renovation and Reorganization of Main Architect hired Consultant hired to address system wide signage / common lexicon MAYA Design hired to explore / understand how customers use the Main Library (and Branches)
9	Libraries as complex organizations Various types of services Variety of types of materials Depth of resources Facility issues Customer needs
10	Goals of library redesign Increase user base Deliver information needs to users Make library a destination in the community
11	Information Architecture?
12	An information architecture gives you predictability (it’s one of the ways we make things easier to use…)
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18	Example: McDonald’s Infrastructure: the building, the cooking equipment, the pricing structure, what times of day you can get an Egg McMuffin vs. a Big Mac, etc. user interface: the signs and the design of the customer-facing portions of the infrastructure. information architecture: the mental model that most people share for “how to interact with a fast food restaurant”. Includes the concepts of: a menu with items and their prices (only shows what you can order at that time, or lists the times) a place where promotions are displayed a sequence of events that are followed in a particular order an area in which to place an order, pay for the order, pick up the order an area in which to eat the food a place to discard the garbage etc.
19	User Centered Design? Shadowing, personas, walking a mile in their shoes, user testing, etc.
20	Shadowing customers
21	Direct experience storyboarding
22	Confusion and uncertainty: is the library open or closed?
23	Confusion and uncertainty: is this the right place to ask? question?
24	Now that we have a sense of the users and of the underlying system, it is time for a rough IA plan…
25	Organizers make connections
26	Exposing the right connections “just in time”
27	The end of every customer journey should be the beginning of a new one
28	Hierarchy of Messaging/ Principles of Interaction
29	Catalog/Search tool
30	Redesign of the Catalog UI
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32	website
33	Polishing the library’s website
34	Polishing the library’s website
35	Polishing the library’s website
36	signage
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38	How does Information Architecture influence: Space Glass panels Systems Static signage Dynamic signage Staffing
39	IA and library space: Glass panels Customer Service Opens up the space Intuitive connections
40	IA and library space: Glass panels Challenge: Create interest Solution: Develop multi-faceted content
41	IA and library space: Glass panels Timely and timeless ambient information surfaces
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46	How does Information Architecture influence: Space Glass panel design Systems Static signage Dynamic signage Staffing
47	How does Information Architecture influence signage? Signals Redesigned Intuitive Consistent wording Brand
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49	ask a librarian
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52	IA and signage Architectural design of structures and interiors vary greatly among our locations Challenge: Create a single signage design that works well everywhere and can be changed easily and quickly Solution: Use templates to create a framework that can be applied everywhere
53	IA and signage Agile and flexible Librarians in each location are able to generate their own signs (Effectively authoring, editing, and publishing their location’s freshest information onto the surfaces of the library itself)
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59	Dynamic signage (publishing fresh daily…) Dynamic, electronic information to announce: Programs Collections Special departments Did you know factoids Policies and procedures Answers to intriguing reference questions Interactive reviews, polls, etc. Reader enrichment And much more!
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61	Dynamic signage Exposes library resources that were previously hidden Helps customers connect with many areas and resources
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64	Dynamic signage We want the public to know: Library is relevant and technologically savvy We have up-to-date and interesting information here We are timely and timeless
65	Another example of dynamic signage at the time of check out…
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75	How does Information Architecture influence: Space Glass panel design Systems Static signage Dynamic signage Staffing
76	How does Information Architecture influence staffing? Five areas of user activity Springboard into the collection Gain access to additional information and make new discoveries
77	IA and staffing We’re creating a unique atmosphere, even a spirit. We’re identifying 21^st Century customer service expectations.
78	IA and staffing We’re creating a new type of teamwork for managers and staff. The team will work together to create and develop the new library.
79	What was the process? Brainstormers Explosion of ideas Outside consultants/specialists Approval of Director and Board
80	Information Architecture and the library experience Library as a destination Many more users The library is easy to use and understand. No “secret handshake” is necessary.
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83	Information Architecture & Customer Services URLs http://www.carnegielibrary.org/presentations/ http://libraryjournal.com/article/CA6312505.html Beth Dempsey, “Power Users,” Library Journal. Vol. 130 No. 20. December 2005. p. 72-75.
84	Your presenters Karen Rossi rossik@carnegielibrary.org