I first came across an article about user experience (UX) in January 2006. At the time I was doing some research for the book that would become Academic Librarianship by Design. Almost immediately I saw the connection between the two. User experiences could – probably should – be the outcome of a design thinking process. [...]

When talking to other librarians about user experience, the question/observation that invariably comes up is “but isn’t that just another way of saying we all need to give great customer service”. I admit it’s a good question. I don’t doubt that organizations that have mastered the user experience all incorporate great customer service into the process. A talk I attended recently [...]

Interesting graphic in the back of the current Harvard Business Review. A nice warning not to rely on shiny new toys to drive interest, but rather we need consider the real issues/barriers preventing success and start there. Think of this as the librarian behind the reference desk– you get shiny new web tools or even [...]