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Creating "wizards" on the library's website.
Berika Williams1, Debra Berlanstein2
1Emerging Technologies and Web Librarian, Hirsh Health Sciences Library, Tufts University, 145 Harrison Avenue, Boston MA 02111.
Journal of the Medical Library Association : JMLA
|October 2, 2018
Summary
Library website users can now easily find information on room reservations and image reuse through interactive decision trees. These tools provide virtual assistance, improving user experience and access to library services.
Area of Science:
- Library and Information Science
- Human-Computer Interaction
Background:
- Library websites serve as crucial access points for services.
- Patron confusion was identified regarding room reservations and image reuse policies.
- Existing website navigation did not adequately address these specific user needs.
Purpose of the Study:
- To develop interactive tools to clarify library room reservation procedures.
- To create a resource guiding users on best practices for image reuse.
- To enhance user experience and self-service capabilities on the library website.
Main Methods:
- Conducted brainstorming sessions to map user inquiry flows.
- Developed custom module decision trees using Drupal's API.
- Implemented interactive forms with dynamic content display based on user input.
Main Results:
- The room reservation wizard was accessed 1,945 times, becoming a top-accessed page.
- The image reuse decision tree was accessed 484 times.
- Both tools were launched in 2017 and demonstrated significant user engagement.
Conclusions:
- Interactive decision trees effectively address user confusion on specific library services.
- These virtual tools empower patrons to find answers independently, including during non-business hours.
- The high usage indicates the success and value of these user-centered web enhancements.