Showing posts with label user experience. Show all posts
Showing posts with label user experience. Show all posts

Saturday, May 8, 2021

We Have Outgrown IP Authentication

Ananya Madiraju


Thomas Dowling (2020). We Have Outgrown IP Authentication, Journal of Electronic Resources Librarianship, 32:1, 39-46, DOI: 10.1080/1941126X.2019.1709738


Summary:

    In his article, Dowling explains the downsides to user authentications in libraries that have proved to be inhibiting to librarians, faculty, and library users. While IP addresses work well for those on0site, its proves difficult for others who need to access e-resources but aren't able to because of location. Dowling examines the history of user authentication and how the IP protocol has changed over the past three decades. The same standards that worked then, no longer work now. Yet, scores of libraries haven't updated their IP systems and instead depend on proxies, which also have their downsides. In order to address this issue, many institutions over the years have added additional campuses and additional networks. Offering a solution, Dowling suggests allowing users to sign in through a third party verification sites (i.e. Google or Facebook) or implement RA21 codes. This would allow libraries to provide a login service with the account data they already have and confirms the identity of the patron while still protecting their personal information.

Evaluation:

This was an incredibly information article because user authentication has been frustrating for many lately, and especially because of COVID-19 where network access was severely limited if not completely defunct for those not near campuses/institutions. This article would be helpful to others looking to reimagine their current IP authentication system. Dowling mentions several ways libraries can combat issues and confidently states that the 2020s will have the first major user authentication changes and improvements since the 1990s.







Sunday, April 9, 2017

Single Service Points in Libraries: A Review

Denise Lester
Frederiksen, L. (2016). Single service points in libraries: A review. Journal of Access Services, 13(2), 131-140. Retrieved from http://sfx.calstate.edu:9003/sanjose?ctx_ver=Z39.88-2004&url_ver=Z39.88-2004&ctx_enc=info%3Aofi%2Fenc%3AUTF-8&ctx_id=10_1&rft.auinit=L&rft.volume=13&rft.issn=1536-7967&rft.genre=article&rft.issue=2&rft.pages=131-140&rft.eissn=1536-7975&rfr_id=info%3Asid%2Fwww.exlibrisgroup.com%3Abx-menu&rft.stitle=J%20ACCESS%20SERV&rft.aufirst=Linda&rft_id=urn%3Abx%3A118986955&rft.atitle=Single%20service%20points%20in%20libraries%3A%20A%20review.&rft.aulast=Frederiksen&rft.jtitle=Journal%20of%20access%20services&rft.coden=JASOCV&rft.date=2016-04-01&rft.au=Frederiksen%2C%20Linda&rft.epage=140&rft.spage=131&rft.auinit1=L&rft.object_id=991042727100190&rft_dat=urn%3Abx%3A118986955&rft_val_fmt=info:ofi/fmt:kev:mtx:journal&sfx.previous_request_id=4843387

The authors discuss the implementation of single service initiatives being adapted in libraries to better manage resources (staff, budgets, etc).  The single service model looks to provide one place where patrons can get help for almost all of their library needs. The model opposes traditional library set ups of separate units such as reference, circulation, tech support, etc. to offer a more centralized, integrated user experience.  While smaller, public libraries have been using this model due to space limitations, recently medium to large academic and research libraries have begun adapting consolidated desks for many different reasons such as, re-design of space, merger of libraries, staff shortage or decreased budgets.  

Some benefits to this model include a well cross-trained staff and their ability to answer and assist patrons and a clarified service point which reduces confusion to patrons about where to get information.  The authors provide suggestions and actual library examples on the best ways to successfully implement this increasing popular model.



Thursday, March 30, 2017

Using social media to improve user experience



Kathy Faubion
Price, E., & Richardson, R. (2017). Eavesdropping on the user experience. College & Research Libraries News, 78, 16-19. Retrieved from: http://crln.acrl.org/
Descriptive Summary: Libraries need to pay more attention to social media feedback in order to provide good customer service and maintain the integrity of our “brand”. Yik Yak is a mobile app which is kind of like a local public bulletin board, and is popular on some college campuses as a feedback outlet. This study harvested the data from Yik Yak about the college library and found out what the students had to say about their user experience.  Things like not enough computers, poor directional signage, and overall not enough access to new technology in an old building. The study concluded that libraries need to monitor social media feedback to find ways to improve customer service.

Evaluation: It seems to me that more and more folks will look for reviews on a product or service before they buy or use it. Many businesses monitor their feedback and customers look for businesses which are prompt in response. The library should do the same. Although surveys can be useful, I see this as the future way to respond to customer needs.

Keywords: mobile apps, librarians, libraries, user experience