Comments on: The Total User Experience

By: Designing Better Libraries » Differentiation Is At The Core Of The Library Experience

Fri, 01 May 2009 13:26:39 +0000

[...] factor being an important component of a library user experience until I attended a presentation by Bill Gribbons, a user experience consultant to industry. He made a good point. In any industry where it has [...]

By: Designing Better Libraries » Try To Get To This UX Presentation

Designing Better Libraries » Try To Get To This UX Presentation — Thu, 05 Mar 2009 22:09:08 +0000

[...] program features a presentation Dr. William Gribbons. Gribbons is a well-known UX expert and Director, Master of Science in Human Factors Information [...]

By: Reversing the Ratchet: Basic Technology Adoption Strategies for Library Workers « Technology Advisory Committee

Fri, 07 Nov 2008 20:36:42 +0000

[...] Valeda. The Total User Experience. Designing Better Libraries. January, 30, [...]

By: Core Values Must Come First

Core Values Must Come First — Wed, 18 Jun 2008 12:43:11 +0000

[...] at Bentley College, but also a consultant to dozens of corporations. I heard him give a talk about user experience at a professional development program at the Rutgers University Library. Gribbons made a strong case [...]

By: Semantic Library Â» User Experience and the Semantic Web

Semantic Library Â» User Experience and the Semantic Web — Tue, 17 Jun 2008 10:16:16 +0000

[...] is user experience all about, anyway?Â Valeda Dent writing onÂ ”The Total User Experience” at Designing Better LibrariesÂ has a good description – Think about how many different help [...]

By: forma e funzione sul Web | biroblu

forma e funzione sul Web | biroblu — Thu, 12 Jun 2008 11:15:48 +0000

[...] di forma certa, ma contenuti liquidi. Il web Ã¨ un oceano? O una biblioteca in cui aisce un “total user”? Questi contenuti sostanzialmente non hanno una sola forma, come di solito accade nel mondo [...]

By: Designing Better Libraries » Another Example Submitted For Your Reaction

Designing Better Libraries » Another Example Submitted For Your Reaction — Thu, 21 Feb 2008 11:39:41 +0000

[...] StevenB: Good customer service is clearly essential to a great user experience Dexter but UX should go beyond that…. [...]

By: StevenB

StevenB — Wed, 20 Feb 2008 13:09:45 +0000

Good customer service is clearly essential to a great user experience Dexter but UX should go beyond that. You say you don’t care if a librarian knows you or you name. But what if I did. And what if some fantastic new piece of information or a resource that you needed to resolve your information need became available an hour after you left the library or the next day. And what if I called you at your office and told you about it. That would probably be totally unexpected. Who expects a librarian to care about “me” and my information need to that level of service. That is one aspect of a great user experience and it goes beyond the basic customer service model. It’s not such a great book, but take a look at The Starbucks Experience sometime. It is full of examples of employees who give good customer service, but go beyond that to do unexpected things for the customers – and it’s not just individuals who decide to do these things – it is built into their corporate model of how a Starbucks is operated. Not that libraries will be the next Starbucks, but there is a lot we can learn from these types of organizations, both profit and non-profit.

By: Dexter London

Dexter London — Wed, 20 Feb 2008 05:30:40 +0000

To be frank I had never heard of the UX concept until I read this article (my field of study was not library science). However, the idea is not specific to a library or libraries but sounds like a model or concept if you will for customer service on the whole. The same type of customer service one would expect when walking into a department store, a bank, restaurant or on the phone (courtesy, respect, knowlege and competence). I remember when I was in high school, I found libraries to be exciting places. However with the technological advances in the way information is stored and retrieved the basic question is whether or not libraries/books as they are currently configured (including periodical, magazines, etc.) are still relevant. I frankly care less if a clerk or librarian knows my name. What I care about is their competence in assisting me in finding what I need as quickly and efficiently as possible and being available to answer any questions or address any problems I may have. Again, the basic customer service model…

By: Peter

Peter — Tue, 12 Feb 2008 20:59:26 +0000

Steven – a quick note to say thanks for an excellent article. As you point out, moving UX into libraries is something that is crucial to help us match the competition, the alternatives to using our products. On my site, I like to explore similar themes from a marketing in libraries perspective – hope you find it useful. Thanks – Peter