1	Information Architecture & Customer Service a presentation to MPLA Conference, Penrith, NSW November 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	Results? Named Number One “Most Useful Web Site” in Pittsburgh by Pittsburgh Magazine 4,176,669 visits in 2004
37	signage
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39	How does Information Architecture influence: Space Glass panels Systems Static signage Dynamic signage Staffing
40	IA and library space: Glass panels Customer Service Opens up the space Intuitive connections
41	IA and library space: Glass panels Challenge: Create interest Solution: Develop multi-faceted content
42	IA and library space: Glass panels Timely and timeless ambient information surfaces
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47	How does Information Architecture influence: Space Glass panel design Systems Static signage Dynamic signage Staffing
48	How does Information Architecture influence signage? Signals Redesigned Intuitive Consistent wording Brand
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50	ask a librarian
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53	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
54	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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60	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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62	Dynamic signage Exposes library resources that were previously hidden Helps customers connect with many areas and resources
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65	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
66	Another example of dynamic signage at the time of check out…
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76	How does Information Architecture influence: Space Glass panel design Systems Static signage Dynamic signage Staffing
77	How does Information Architecture influence staffing? Five areas of user activity Springboard into the collection Gain access to additional information and make new discoveries
78	IA and staffing We’re creating a unique atmosphere, even a spirit. We’re identifying 21^st Century customer service expectations.
79	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.
80	What was the process? Brainstormers Explosion of ideas Outside consultants/specialists Approval of Director and Board
81	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.
82	Results of the renewal? Children’s and Teen print circulation up 187% Hazelwood Library Since reopening in Nov. 2003 Visitors up 36% Brookline Library Since reopening in Feb. 2004 Over 1,100 library card registrations in Feb. 04 Children’s and Teen print circulation up 112% Hazelwood Library Since reopening in May 2004
83	Trends Visitors up 17% Main Library Since reopening in Oct. 2004 New card registration up 23% Downtown and Business Library Since reopening in in Feb. 2005 Visitors up 40% Squirrel Hill Library Since reopening in April 2005
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86	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.
87	Your presenter Karen Rossi rossik@carnegielibrary.org