1 Copyright © 2004 Amos A Lakos Friday, June 26, 2004 ALA/LITAIPIG – Portal Symposium Portals in...

Copyright © 2004 Amos A LakosFriday, June 26, 2004ALA/LITAIPIG – Portal Symposium 1

Portals in LibrariesAssessment & Outcomes

Amos A LakosLibrarian

Rosenfeld Management Library - UCLA

[email protected]

http://personal.anderson.ucla.edu/amos.lakos/index.html

mailto:[email protected]




Key Portal Principles

Simplicity Dependability - predictability Demonstrate value (results)

self sufficiency from the customer perspective

Ability to personalize - empower Long-term success requires a

systematic approach


Why we need assessment?

To be informed about customer expectations Ensure successful outcomes for customers To implement a more effective portal

Will focus on two areas Usability Outcomes


Importance of Usability

Ensure – Simplicity Reliability Retain customer long-term loyalty

Usability assessment needs to be - Understood as a strategic imperative to keep the web site customer focused A tool to be informed by the customer First step in providing the right service

Usability has to become the library’s fundamental organizational culture


Portal Outcomes

Learning Outcomes Research Outcomes Find Information – fast - save time! Empower Self Sufficiency Improve Administrative & Fiscal Efficiency –

save money! Reliable Transactional Framework Feedback Loop Community Building – retention, alumni

relations…


Possible Outcomes

Registration, Admissions web, less errors, reliable info, communication staff re-organization, skills, training

Financial Management reliability, timeliness, save money

Course Management Systems (CMS) students, faculty, TA’s – timely info advisory system improvement

Special Customer Group Services alumni, health patients, stakeholders, etc


MyLibrary at NCSU


University of Minnesota – One Stop


Univ of Minesotta – One Stop

Over 25,000 students use it Membership part of admission Training delivered through the portal Course management system – enables

monitoring & advising Public services admission staff are cross

trained to answer all questions Demand for personal services – down On-line admissions – saved $300,000 a year No more annual audits


MyUB – University of Buffalo


MyUB – University of Bufallo

“Need to Know” feature – impact on current awareness Faculty & Advisor’s view through CMS –

More pro-active advising Better informed about how students perform

Students aware what they need to graduate Course balance calculator

Paper use down Grades are sent online More accurate data – less errors – less failed payment

transactions Faculty – easy & accurate access to class lists


MyUW – University of Washington


University of Washington

Student Services – identification by roles, not ids Application & registration – all info available to students Faculty control all CMS & scheduling, exams UW Medical Network – developing patient relationship

portal 100 diabetes patients track status in real time

50,000 Undergrads

18,000 Grads

8,500 Faculty

41,000 staff

35,000 alumni


Blink – UC–San Diego


Blink - UCSD

Mainly a campus administrative portal Allows for easy feedback Phone calls down dramatically in –

Admissions, HR, payroll, purchasing…

Revise staff responsibilities – training programs change

Didn't need to increase staff – although academic programs grew

Issues – legacy systems – identity loss – culture change


Zportal – Iowa State University


zportal – Iowa State U.

Users favourable to the Findit! Discovery/delivery tool

Doing systematic usability testing Regular comment – want single Google like

search box as starting point Librarians concern –

Educate users when to use which interface


Portal Fundamentals - 1

"The problem with portals is not technology, but rather organizational obstacles, defining goals, adopting a clear business plan and even how you describe different portal features,"

Nate L. Root, Forrester Research

All growth is a leap in the dark, a spontaneous unpremeditated

act without benefit of experience.

Henry Miller


LITA IPIG Interest Group Web Site

http://litaipig.ucr.edu/

1 Copyright © 2004 Amos A Lakos Friday, June 26, 2004 ALA/LITAIPIG – Portal Symposium Portals in...

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