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  • StevenB: The challenge of which you speak is, I expect, a challenge beyond what might be accomplished with a change...
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Archive for February, 2010

What the Users Want: Guessing vs. Knowing

At some point someone must have asked Henry Ford if he conducted focus groups, surveys or ethnographic studies to find out what types of cars and unique features his customers wanted. I say that because the statement “If I asked my customers what they wanted, they would have asked for a faster horse” is a [...]

Do Library Staff Know What The Users Want?

Perhaps the most basic premise for delivering a great library user experience is knowing what members of the user community want from the library, and being able to articulate their service expectations from the library. Then, using that knowledge, the librarian’s responsibility is to design an experience that delivers on those expectations and exceed them [...]