Transcript Just a minute: Delivering quick tutorials at the point of need

Just a Minute:
Delivering quick tutorials
at the point of need
Tammi Owens
Emerging Services Librarian
Winona State University
Darrell W. Krueger Library
Library Technology Conference
Macalester College
March 20, 2013
“Two minutes…
is an eternity on the web.”
Jakob Nielsen, 2011
Devices
proliferate.
Information
exhaustion
is high.
Cut through the NOISE.
Make it …
pop
snap
stick
flow
Make it …
pop
Pop
through
information
streams.
“To find a book, use our
new online public access
catalog to search by
subject, author, title,
Library of Congress call
number, or ISBN.”
24 words
Need a book?
Search here.
Search here for books.
Get books.
Pop through anxiety.
Skeered?
Not me …
really … well sort of, yes.
Make it …
snap
Make it (a) snap.
Offer help.
At the point of need.
(Because who’s going to see this part, anyway?)
Students live
in the LMS.
From the library
Students live
in the CMS.
Live there
with them.
From the library
Students live
in the CMS.
Change
content
often.
Engage first.
Engage first.
Engage first.
Make sure it works.
Everywhere.
Make it …
stick
Tutorials
can stick
like memes.
But virality
takes effort.
And sometimes,
fearlessness.
Marketing
creates
ultimate
stickiness.
This drives
behavior.
Work together to present
a common message.
But don’t let it cramp your own style.
Make it …
flow
Let it
flow.
Stay
agile
.
“If you use the
library website
to get answers
about library
resources or
the research
process,
which section
of the site are
you likely to
look at first?”
46% =
“How do I”
9% =
“Online
tutorials”
“Which type of online library help
would you be most likely to use?”
Text (written directions)
Prefer face-to-face
Email
Videos
33%
25%
15%
11%
10% Real-time chat
6% Wouldn’t use
1% Other
(Oops.)
Reference
s
Farkas, M. (2012, October 23). The DIY Patron. American Libraries Magazine. Retrieved from
http://americanlibrariesmagazine.org/columns/practice/diy-patron
Kim, B. (2012). I CAN DO IT ALL BY MYSELF: Exploring new roles for libraries and mediating
technologies in addressing the DIY mindset of library patrons [PowerPoint slides]. Retrieved from
slidesha.re/MFfnHt.
Madden, M., Lenhart, A., Duggan, M., Cortesi, S. & Gasser, U. (2013). Teens and Technology
2013. Pew Research Center’s Internet & American Life Project report. Retrieved from
http://www.pewinternet.org/Reports/2013/Teens-and-Tech.aspx
Nielsen, J. (2009). How Users Read on the Web. Retrieved from
http://www.nngroup.com/articles/how-users-read-on-the-web/
Nielsen, J. (2011). How long do users stay on web pages? Retrieved from
http://www.useit.com/alertbox/page-abandonment-time.html
Project Information Literacy reports. Retrieved from http://projectinfolit.org/publications/
Rainie, L. & Fox, S. (2012). Younger Americans’ Reading and Library Habits. Pew Research
Center’s Internet & American Life Project report. Retrieved from
http://libraries.pewinternet.org/2012/10/23/younger-americans-reading-and-library-habits/
Zickuhr, K., Rainie, L., Purcell, K., Madden, M. & Brenner, J. (2012). Just-in-time Information
through Mobile Connections. Pew Research Center’s Internet & American Life Project report.
Retrieved from http://pewinternet.org/Reports/2012/Just-in-time.aspx