Library Science and Usability Engineering: Making the Net Effective
9:00 a.m. – 9:45 a.m.

Eric Schaffer, CEO, Human Factors International

The Net holds enormous promise as a way to access and share information — a wildly exciting challenge. Now that the bubble has burst for e-commerce it is STILL very exciting. But there is a spector that limits the value and accessibility of information on the Net. This spector can only be vanquished by the concerned combination of library science and usability engineering efforts. This work has begun, but has a long way to go. Our speaker gives concrete examples of the way the design decisions can limit access to information on the Internet. He suggests a methodology that ensures the effectiveness of sites providing masses of information.

TRACK A • Content Management — Focus on Taxonomies
[Rooms C101-103]

As a key piece in managing content, organizing knowledge relies heavily on taxonomies, lexicons, coding systems and tools. In this full-day in-depth look at the critical areas of CM, experts in categorization systems and technologies provide a range of sessions.

Moderated by Susan Klement, In a Nutshell

The Power of Metadata: Tips, Strategies & Cases
10:30 a.m. – 11:15 a.m.

Amy J. Warner, Thesaurus Design Specialist/Information Architect

This talk explores the power and utility of a Web site architecture that is richly based in metadata. Metadata, data used to describe other data (i.e., content objects or parts of those objects), are of various types, including administrative metadata (used in managing and administering content objects); descriptive metadata (used to describe or identify content objects); preservation metadata (used in the preservation management of content objects); technical (related to system specifications for viewing or using a content object); and use metadata (related to the level and type of use of content objects). The talk defines these, and discusses how different metadata configurations can be used to enhance the power and flexibility of the search and browse functions in a Web site. Numerous examples are provided to show how metadata can allow users to transparently construct queries through a point-and-click interface. This talk also explains the functionalities required from search and browse software to effectively leverage a metadata-driven Web site.

Creating a Corporate Taxonomy
11:30 a.m. – 12:15 p.m.

Betsy Farr Cogliano, Corporate Information Manager, The MITRE Corporation 

This presentation provides an overview of the taxonomy project at MITRE, including goals, methodology, issues, and lessons learned. The MITRE taxonomy uses a combination of automated and manual techniques. The talk focuses on the lessons learned from a pilot project, and the impact of these lessons in developing the Corporate Taxonomy. It also discusses the role of the corporate taxonomy in a larger Information Architecture project.

Session A203

Quality Metrics for Taxonomy Development
1:45 p.m. – 2:30 p.m.

Claude Vogel, Founder & CTO, Semio Corporation

Portals rely on good taxonomies for information accessibility and user satisfaction. Experience dictates that a good taxonomy should be intuitive, compelling and useful, but how best to accomplish this goal? This presentation discusses a practical methodology for developing a good taxonomy, including using a quality plan framework as the backbone of your portal initiatives, key characteristics of a good taxonomy, tactics for ensuring that your taxonomy is easy to develop, validate and maintain, and tips for increasing the information value, accuracy and completeness of your taxonomy.

Sessions A204 & A205

Taxonomy Perspectives: The Good, the Bad & the Useful
3:15 p.m. – 5:00 p.m. 

Katherine C. Adams, Information Architect, Mohomine
Andrew Feit, EVP, Marketing, Quiver, Inc.
John Lehman, Founder, President and CEO, Sageware, Inc.
Paul Andersen, Business.com

This panel discussion provides many different perspectives around choosing, developing, using, and getting the most out of taxonomies. Adams discusses the debate over the implications of deploying hierarchies, taxonomies and other rigid structures of organization and how meaning is established contextually with taxonomies, mitigating against the complexities of language and representation in the information retrieval process. Potter reviews the newest approaches of taxonomy solutions and how they benchmark against more traditional solutions as well as how to evaluate solutions. Feit explores the new world of “cyborg” taxonomy tools and techniques and how they may be more efficient and accurate in organizing knowledge. Leaman discusses authority control (which manifests itself through thesaurus or taxonomy construction) and how it has become increasingly difficult for information architects because the Internet changes the “fundamentals” and standards so often. Lehman shares his experiences with categorization in the marketplace. Each panelist will use real-world applications to illustrate their perspective.
 

Technology, changing environments, online communities, and demand for services are all driving us to new vistas. This track focuses on new ways of providing reference service using the latest technology and strategies.

Organized by Steve Coffman, LSSI
Moderated by Doris Helfer, California State University, Northridge

Virtual Reference: From Inception to Acceptance
10:30 a.m. – 11:15 a.m.

Stephen Coffman, LSSI
Kay Henshall and remote librarians from representative virtual reference projects around the world.

This session introduces the concept of virtual reference, from its very early origins to its implementation and wide ranging acceptance. Coffman describes the landscape, technologies, successes, and challenges, as well as the work that remains to be done. It includes a live, real-time tour of some of the best virtual reference services in the world (special, academic and public), showcasing technology, Web-front ends, policies, training, back office tools, knowledgebase and everything else that goes into making a great virtual reference system.

Q&ACafé: A Real-Time Virtual Reference Model Project
11:30 a.m. – 12:15 p.m.

Christine H. Mackie,  Kathy Shields, Bonnie Blacklaw, JoAnn Rees, Loretta Micheals, Mary Beth Train, & Martha Kinne, Librarians, Golden Gateway Library  Network

Hear from the librarians involved in the Q&ACafé — the real-time virtual reference project in the San Francisco Bay Area, sponsored by the Golden Gateway Library Network. They discuss the project, provide a description of a typical reference interaction and demonstrate the software they use. 

Session B203

Real-Time Live-Chat Reference
1:45 p.m. – 2:30 p.m. 

Barbara J. Pitney, Reference Services Coordinator, King County Library System
Stacy Olkowski, Business/Economics Reference Librarian, University of Chicago

While chat technology has been available on the Web for some time the application of this technology in libraries presents new possibilities in extending remote reference services and making the library’s resources more visible. This session looks at two different applications: The King County Library System with 41 branches, which is providing an Internet-based real-time, live-chat homework help service, Ask A Librarian Live, using LivePerson software and the University of Chicago. Speakers share their experiences, successes, and challenges, including staffing of a real-time live-chat service without hiring additional staff, remote reference use policies, statistics concerning the number and types of questions asked, Web sites used, average time per question and percentage of calls originating from library verses remote users. 

Session B204

Virtual Reference at the Reference Desk: Making E-Reference EZ
3:15 p.m. – 4:00 p.m. 

Marcia Henry, Database Librarian, California State University Northridge
Lynn Lampert, Social Sciences Distance Education Librarian, California State University Northridge
Stephen Marvin, Reference Librarian/Business & Social Sciences Subject Coordinator, FHG Library, West Chester University

Is it possible to handle a full array of reference services from the reference desk—walk-in, e-mail (asynchronous), telephone—in addition to online, interactive (synchronous) reference? What would be the protocols for handling separate audiences: in-house, Internet, and telephone? What are the standards and performance criteria? What equipment and services are necessary? This session provides a discussion of the logistics of providing a virtual reference service.

Real-Time Digital Reference: The UCLA Project
4:15 p.m. – 5:00 p.m.

Alice K. Kawakami, Instructional Technology Coordinator, UCLA College Library

Web contact center software used by commercial firms to provide live customer service, including text-based chat and collaborative browsing, can be adapted by libraries to address the reference needs of remote users. This technology allows the librarian to escort users through Web pages—what appears on the librarian’s screen appears on the caller’s screen as well. The University of California, Los Angeles, conducted structured testing of two software programs to develop guidelines, scripted chats, and bookmarked sites for resultant pilot projects. The challenges of developing and implementing a real-time digital reference project using collaborative browsing software are discussed.
 

Web developers look at Web site usability tools & techniques to help optimize the user experience. How do we know that we’re delivering an excellent Web-based service? How can we improve on what we do? Discover how different libraries are applying usability testing techniques to help improve Web sites and electronic services. Learn what users want and don’t want. Take home information and ideas for tests and techniques to use. Some of these sessions may surprise you and challenge you to think differently. 

Organized and moderated by Darlene Fichter, University of Saskatchewan Libraries

User Testing Made Easy
10:30 a.m. – 11:15 a.m.

Anne M. Platoff, Web Master/Instruction Librarian and 
Jennifer Duvernay, Science Reference Librarian, Arizona State University Libraries

Many library users are becoming more self-sufficient and expect quick, easy access to information online. Often they use different research approaches than those used by librarians. Therefore, libraries are struggling to design Web sites that are easier for a wide variety of users to navigate. The key to success is allowing testing to guide the design of the site. It sounds like a daunting task—best left to expensive consultants. However, with practice, anyone can design a quick, cheap user-testing strategy that will produce results. Speakers present techniques you can use to design for usability.

Redesigning the Information Playground: Kansas City Public & California State U Usability Studies
11:30 a.m. – 12:15 p.m.

David King, Information Technology Librarian, Kansas City Public Library
Susan M. Thompson, Library Systems Coordinator, California State University San Marcos
Steve Espinoza, Information Technology Consultant, California State University, San Marcos

This session provides case studies with speakers sharing their experiences and lessons learned. King describes Kansas City Public Library’s recent foray into Web site usability testing utilizing a combination of usability testing techniques, including an analysis of Web site usage statistics, performing a cognitive walkthrough of the Web site, and performing a usability test of both library customers and staff. He summaries the findings, especially those used to redesign the Web site in terms of design and in information flow. Since most libraries don’t have the luxury of conducting usability testing in controlled laboratory settings, Thompson discusses practical options for conducting more sophisticated usability studies to include remote and recorded observation components. They illustrate using Cal State San Marcos’ experience in using Timbuktu and NetMeeting software to supplement mediated interviews and task-driven testing with remote and unobtrusive observation of usability test subjects.

Session C203

Testing Out the Enemy: Taking a Closer Look at Questia.com
1:45 p.m. – 2:30 p.m.

Elaina Norlin, Assistant Librarian, University of Arizona 
Tiffini Travis, Psychology and Communications Librarian, California State University Long Beach

Questia.com has started to market its products and services directly to undergraduate students, spawning numerous library discussions and evaluations of the Questia.com product. Many information professionals have personally evaluated the services and either deemed it to be successful and a threat or an ultimate failure. However, what can we learn from Questia.com? A usability study is currently being conducted to have students evaluate Questia.com and compare it to large university library Web sites. Students perform different tasks at the Questia.com site and then at large university library Web sites. Do students find Questia.com easier to use? Or Library Web sites easier to navigate? The results may surprise you.

Session C204

Usability Testing and Library Sites — Doing It In-House or with an External Consultant
3:15 p.m. – 4:00 p.m. 

Janet Tait, Head, Software Engineering Department, & Director, InfoPath, University of California, San Diego
Darlene Fichter, Data Coordinator, University of Saskatchewan Libraries
Marla Mayes, Consultant, Northern Lights Internet Solutions Ltd.

The UCSD Libraries began its Portal Project in April 1999. The Portal is intended to integrate the 14 existing branch library sites into a single site with a consistent presentation designed to meet user’s needs. Janet Tait will discuss how usability testing was carried out with the portal project and some of the key findings.

When The Alberta Library decided to launch TAL Online, a province-wide gateway to 25 million books (and other materials) at 232 libraries, they recognized that a usable site was critical to the project’s success. The Alberta Library worked with a usability consultant to design and conduct testing, make recommendations and fine-tune the user interface. Find out what tests were performed, the pros and cons of working an external consultant, and some of the key results.

Usability & Politics
4:15 p.m. – 5:00 p.m.

Mike Prasse, Consulting User Interface Designer, Manager, OCLC Usability Lab

The job seems straightforward. Watch people use your Web site or information product, collate the results and present the evidence. Voila, the site is changed and works for the users! It’s rarely this easy. Prasse shares some of his experiences as a user interface designer of information products and services for more than 15 years. Learn how your findings are just the beginning, and find out about the challenges of working with developers and others to get changes actually implemented.

Not exactly a juggernaut in the Internet world, education is more like a slow-moving force, which has been gradually making itself felt online. We look at several aspects here, from Internet training to information literacy to e-learning. We combine these various elements of training and learning to present a balanced blend of vision, plans and practical applications. We cover a lot of ground, ranging from how Internet-related learning impacts the library world to how we in libraries can improve learning in an Internet-based environment. Sit in on this track to see where training and learning have been, where they are now, and where they’re going. 

Organized and moderated by D. Scott Brandt, Purdue Libraries

Keeping Up with the Changing Face of Learning
10:30 a.m. – 11:15 a.m.

Stephen Abram, Vice President, IHS/Micromedia Limited
Jean M. Heilig, Director, Research and Information, Jones e-global Library
Bonnie Burwell, Burwell Information Services

Everywhere we are bombarded with changes regarding learning, from new theories to new technologies. Currently there is a lot of buzz about e-learning, which attempts to incorporate new ways of acquiring knowledge into online settings. We start out by taking a look at issues involved in e-learning. The speakers review how various types of learners can operate in this new environment, and what qualities are needed (by both learners and the technologies they use) to be successful. 

Moving Forward with Information Literacy
11:30 a.m. – 12:15 p.m.

Billie E. Walker, Reference Librarian, and 
Nancy H. Dewald, Reference Librarian, Penn State University
Donna Kelly, Academic Librarian, St. Petersburg (FL) College

There has been an emphasis for several years in academic settings to formalize information learning as a literacy program. This includes an emphasis on measurable learning objectives, standards for performance and knowledge acquisition, and application to lifelong learning. First, we have speakers discuss how librarians can incorporate national standards into hour-long classes on Internet Searching. Second, we gain insight into the evolving nature of tools that supplement information literacy, Web guides and pathfinders. 

Session D203

Blueprints for Building Courses
1:45 p.m. – 2:30 p.m.

Bill Pardue, Electronic Resources Specialist, Arlington Heights (IL), Memorial Library 
Marcy Dunning, President, Wanda McDavid, Director of Business Development, and Judy Goater, Director of Information Services, Access/Information

Want to know what it takes to build a course or training session to help facilitate learning? There is a big difference between just “winging it” and designing and developing teaching or training which pays attention to more than just content. One speaker will discuss what his public library did to formalize their Internet courses, emphasizing forms used in the design process, methods for collaborative review, and the development of evaluation materials. Another group discusses a course on searching (Preventing Search Rage), focusing on class planning, class development, core markets, presentation skills, presentation styles and content. 

Session D204

Practical Approaches to Learning
3:15 p.m. – 4:00 p.m.

John Ferguson, Instructional Services Librarian, Richland College (TX) Library 
Jeanne Holba Puacz, Systems & Reference Librarian, and 
Christine Bradfield, Associate North Branch Manager, Vigo County (IN) Public Library 

We are always in need of additional practical systems and techniques to support learning. One approach is to strengthen learning by integrating reinforcement into as many different aspects of the learners’ lives as possible. A presentation of how this is done in a college setting is given, emphasizing connecting training to strategic plans. Complementing this is an overview from a public library setting of proven training methods which can turn technophobes into techies.

Back to the Future
4:15 p.m. – 5:00 p.m.

Grada Schadee, Haagse Hogeschool, Sector Informatica, IDM (Library and Information Services), Rotterdam, The Netherlands
Elaina Norlin, Assistant Librarian, Arizona University

To wrap up this track, we look back at the beginning from the end. It is important that we try to keep things in perspective, learning from the past in order to do better in the future. And that applies to learning as much as anything else. With that in mind, we turn here to two aspects that deal with how to do things differently in the future. In the first presentation, we look at librarianship as a profession and where training new librarians is heading. In the second, we look at librarianship as a practice for insight into creative ways to market and sustain new technologies, products and services.