6/28/2005

What Should the Customer Leave With?

Pg. 43 of the book Priceless: Turning Ordinary Products into Extraordinary Experiences:

  • Disney released the Lion King computer game just befrore Christmas...
  • ... but didn't think through the experience they were going to provide (on Christmas morning)
  • They got lots of angry calls, because the software wasn't easy to install (and there were lots of kids who wanted to play their new games!)

Next christmas Disney wised up. They released another computer game, but this time they planned for their customer's Christmas morning experience:

  1. They sent clear instructions
  2. They sent a separate note with the instructions advising parents to test the game out before Christmas morning
  3. They sent a clearly labeled 1-800 support number with the instructions

Believe it or not, this DOES apply to libraries. What is the experience we want to leave our library customers with when they visit our website? FIGURE THAT OUT - and then plan services accordingly. Another way to ask this question - What do we want the customer to leave with when they visit our website? A call number? A book that's been placed on hold? An article? A list of hot resources the library owns? Or the knowledge that our board voted on carpet colors (egad!)? Answer that question, and then use the website as a tool to point the customer to appropriate resources - the resources that answer the question and/or fill the need being addressed.

The tricky part is that we want the library website customer to leave with more than one thing when they visit our website - so we have to think globally about our resources.

This question works well for a library's physical building, too: what do we want the customer to leave with when they visit us in-person? And, is our physical building, signage, and arrangement set up to help the customer leave with those things?

Hmm... stuff to think about...

6/27/2005

Great ALA Quote

From Marshall breeding at the top tech trends thingie (I'm not there, just reading other blogs about it - I just might have to join soon):

"Now we have in Sirsi Dynix 185 people doing development, so there is potential they have some resources to make some progress long overdue. There is now no excuse that "we don’t have the resources." "

I sure hope at least one of those people is a web developer.... it's VERY needed.

Just sayin.

6/24/2005

Adventures in Experience Planning

The last few weeks I've been learning about experience planning - and trying to figure out how it works for libraries, especially library websites. So, what is experience planning? To get the complete picture, read The Experience Economy by B. Joseph Pine II and James H. Gilmore. In a nutshell, they examined the experience, rather than the product, as a marketable commodity. It's a cool idea that translates well to a library setting... and it's just gotta work for websites, too!

Before I get to The Experience Economy, I read through this book - Priceless: Turning Ordinary Products into Extraordinary Experiences by Diana LaSalle and Terry A. Britton. My next few posts will play off ideas presented in this book, and will attempt to relate those ideas and thoughts to libraries and library websites.

Pg 29: "first and foremost, an experience begins with an interaction between a customer and a product, a company, or its representative. So, by definition, an experience cannot happen without the customer's involvement. This is a critial point, because it requires a shift in thinking from consumers as customers to consumers as participants. You can't do it alone."

"Once the interaction takes place, a reaction occurs."


The goal is to have the reaction mentioned above be a positive one. How can that happen on a library website? Here are a few ideas:

  1. Try to put things where people might look (usability)
  2. Offer people information they actually want (focus groups)
  3. Provide a pleasing experience - one with a good feel to it (this one's the hard one!)

Here's another, slightly related idea. A few weeks ago, I participated in a library manager's planning day for my library. The speaker was talking about experience planning, and had some good points. One of those points went something like this: if you want to attract a certain group of people to your facility, go where that group hangs out and then design accordingly. His example focused on a library (I believe it was the Singapore Public Library) that built a fun branch at a shopping mall - they were going for teens, who hung out at the mall. And the branch didn't look much like a library - it really resembled a cool bookstore that would be in a mall.

But when I heard this, I was itching to try it out for websites, too! So here's the plan: ask library customers to take a quick survey at the circ desk and online. Ask them to name their top five favorite, most visited websites. Maybe ask their age, too.

Once we have that information, it's a short step to visiting those websites and to start figuring out what we can incorporate (ie., copy, steal, etc) into our library websites. For example: Do those popular websites use a certain navigational structure? Do they feature certain types of graphics, or have a similar look-and-feel? How is information presented on the site? Ask yourself these types of questions, and then compare those popular websites to your library website - and see what needs to be changed.

Why? The goal here is to provide a similar online experience - and to ultimately turn your library website into one of those top five most visited sites!

6/23/2005

Tagged...

Marianne (Skagirlie blog) tagged me, so here goes:


Total volume of music on my PC:
- 2-3 Gbs worth... at home

Total volume of music on my pda/flash player:
- Fountains of Wayne CD and a couple of U2 songs (PDA storage card)
- 14 songs on my flash player

Last CD I bought:
- Adoration: The Worship Album, by the Newsboys
- ...honestly I don't actually "buy" too many CDs these days...

Last song bought on itunes:
- a freebie - Belly, Feed the Tree

Song playing right now:
- playing in my head... - Mexican Wine, by Fountains of Wayne

Five songs/CDs I listen to a lot:

  1. Mr. Buechner's Dream, by Daniel Amos (the whole CD) - the most awesome band in the known world
  2. Emphasiser, by Garage a Trois - Stanton Moore is one amazing drummer
  3. Ten Summoner's Tales, by Sting - one amazing CD
  4. Ruby Vroom, by Soul Coughing - I dig the woody, organic sound of the drums and bass
  5. Vinnie Colaiuta, by Vinnie Colaiuta - another awe-inspiring drummer

Five songs that mean a lot to me:

  1. Peter Gabriel, Shaking the Tree - when the drums kick in halfway through the song... it's just so "right"
  2. The Police, King of Pain - one to be experienced. At a loud volume. (Actually, you should crank everything. Just sayin.)
  3. Casey Corum/Vineyard, Dwell - brings me closer to God
  4. Rush, Ceiling Unlimited - a very hopeful song
  5. Freshman Senators... my band from college. What can I say?

First concert I ever attended:
- Silverwind, maybe 1982? A church youth group outing

Tag three people (we'll see if they actually respond):
- Greg at Open Stacks
- Steven at Library Stuff
- Karen at Library Web Chic

6/22/2005

SirsiDynix. Better. Together

Those who care probably know this already - but the SirsiDynix website is now officially live.

Check it out - could be cool!

6/21/2005

Who Owns sirsidynix.com?

And there's a website, http://www.sirsidynix.com/

Who owns this site? Here's the whois info (below).

Interesting - Huntville, AL address - Sirsi is in Huntsville... also, look at the dns server names - DRA.net... hmm... Sirsi has a product called DRA. But why the yahoo.com email address? I suppose we'll find out more soon...

Registrant:
HOVANES, KEN (SNFZIDXTPD)
414 Eustis Ave.
HUNTSVILLE, AL 35801
US

Domain Name: SIRSIDYNIX.COM

Administrative Contact, Technical Contact:
HOVANES, KEN (KH8584) khovanes@yahoo.com
414 Eustis Ave.
HUNTSVILLE, AL 35801
US
256 536 4595

Record expires on 23-May-2010.
Record created on 23-May-2005.
Database last updated on 21-Jun-2005 09:30:53 EDT.

Domain servers in listed order:

NS1.DRA.NET 150.147.64.1
NS2.DRA.NET 150.147.64.65

Email about Sirsi that's creating lots of buzz...

I honestly can't vouch for this info (as I didn't see it firsthand), but it does make for some interesting reading! The first three paragraphs are from emails that were forwarded, then the "real" info starts:

**********

This looks to have been an accidental release of information that Sirsi and Dynix had planned to make public at ALA. The Sirsi listservs have been buzzing with it all day today.

**********

-----Original Message-----
From:
Sent: Monday, June 20, 2005 3:22 PM
To: Council
Subject: Fwd: [Smug] Sirsi/Dynix merger?

I received this on my Sirsi Midwest Users Group listserv and thought Council would be interested.

*********

Hello everyone,
An event happened a little bit ago that caught a few sirsi listservers with their fingers on the print button. The text of a letter appearing at http://www.imakenews.com/sirsi/index.cfm (obviously replaced) follows below. Speculation is that this information was not supposed to be revealed, but obviously some of our fast fingered colleagues have captured, studied, and printed out the page!

Should spice up SMUG in July.

*********

Today, I have exciting news to share with you and others in the Sirsi family prior to announcing it to the world: Sirsi and Dynix, two long-time library technology leaders, are merging to create a single company focused on developing and delivering information technology for libraries and consortia. Yesterday, we signed an agreement to merge our worldwide operations. But this is just the first step. Next comes the integration of the two companies - a process already begun and the major portion of which should be completed before the end of 2005. I'll say more about the integration process below.

The new SirsiDynix, created through a "merger of equals," brings together two solid companies with 20+-year track records, impressive customer bases, and rich product and service offerings. The result is a new company positioned more strongly than either company on its own to create and deliver the leading-edge products and dependable services needed by our customers.

No doubt, you're wondering what the SirsiDynix merger means to you and your institution. It means that your technology partner is stronger than ever. With 700+ employees and worldwide operations offering unparalleled R&D resources, the broadest array of products and services for libraries and consortia, and unmatched service and support, we provide our customers with unparalleled resources and expertise for meeting their evermore-demanding needs. And because we're already profitable and financially sound, you can count on us today and down the road.

Committed to the products you depend on

We're in an enviable position right now by being able to offer superior products like the Unicorn and Horizon 7.x Library Management Systems - as well as the next-generation Horizon 8.x/Corinthian platform, which SirsiDynix will continue to aggressively develop. With a range of other products that integrate with and complement Unicorn and Horizon 8.x/Corinthian, SirsiDynix offers the strongest suite of library technologies on the market. As part of the integration process, we are taking a look at how we can maximize the value of these technologies.

But several important points are clear now: SirsiDynix will continue to develop and support both the Unicorn and Horizon 8.x/Corinthian platforms. You will not be forced to migrate from one platform to another, and you can continue with the plans you already have in place for moving to another SirsiDynix system or remaining on your current system. It's all up to you.

Unicorn users can depend on SirsiDynix to continue Unicorn development, just as planned prior to the merger. Thousands of libraries, tens of thousands of library staff, and tens of millions of library users around the world have depended on the Unicorn system - some for as long as 20 years. SirsiDynix will continue to invest the R&D in Unicorn required to maintain its reputation as the industry's most comprehensive and evolutionary integrated library system. We are now completing beta testing of the latest version of this product, Unicorn GL3.0, in advance of its general release in August 2005. Development of the next release, Unicorn GL3.1, is already underway.

Users of the DRA Classic and MultiLIS systems will also continue to be supported, as prior to the merger. If you are with one of these sites, we will help you chart out a SirsiDynix upgrade path that works best for you - in terms of both technology and timing.

We will also continue to support the OPAC/user interface products that Unicorn, DRA Classic, and MultiLIS customers are currently using: iBistro, iLink, WebCat, and Web2. As you may know, prior to the merger both Sirsi and Dynix had been developing advanced, industry-standard user interface/portal solutions: the Horizon Information Portal and the Sirsi Enterprise Portal Solution. Development efforts in this critical area will continue, with the stated goal of developing a single standards-based product that will work with both the Unicorn and Horizon 8.x/Corinthian platforms. But, as with Unicorn, you can make your own decisions about when and how to move to a new user interface/portal solution.

Another thing that won't change is our commitment to working with our users' groups, just as we did prior to the merger. We value these independent organizations and look forward to their leadership as they and SirsiDynix strive to make our products and services the best they can be.

The bottom line is that SirsiDynix customers now have more technology choices than ever before. And you can make these choices on your timetable, with the assurance that we will work with you to meet the needs of your library or consortium.

The best of both worlds

I've already alluded to the fact that one of the major benefits of the SirsiDynix merger is the unparalleled technical capabilities that now come together in a single organization. The merged company will have the expertise and resources to do more research and development than either company could have done separately. So our adoption of a dual-platform strategy (Unicorn and Horizon 8.x/Corinthian) is feasible and reasonable given the capacity we will have going forward to serve our customers' evermore demanding and diverse needs.

An important point to remember is that there is a "bigger picture" to what SirsiDynix offers its customers today. While we may be developing two distinct server platforms going forward, there are great opportunities for developing complementary, platform-independent solutions that will not only make for greater efficiencies within the SirsiDynix product development organization but provide customers with a broader range of options than ever before available. Some of these product development opportunities we are investigating include:

* creating a single suite of user interface/portal solutions based on today's industry standard technologies, including uPortal and JetSpeed
* Making the company's content offerings, including Rooms content, available for use with all current user interface/portal solutions
* Offering SirsiDynix customers a single suite of add-on products - both SirsiDynix and third-party products - that can be used with either ILS platform; for example, the URSA interlibrary loan solution, the SmartSource bibliographic/authority record service, and third-party solutions for PC/print management, self-service, e-commerce, and more

Moving forward...

So our name is changing. We're expanding our worldwide presence. We'll have more products and services than ever. But there are some things that won't change. The day-to-day contacts you and your staff have for the sales and service organizations will remain unchanged in the new SirsiDynix. You should experience no operational disruptions whatsoever.

The new SirsiDynix management team is beginning to take shape. Be sure to watch for a related announcement within the next few weeks. At this point, I am indeed pleased to tell you that I will be CEO of the new company. It's been rewarding to work with the library community for nearly five years now, and I look forward to working with even more libraries, consortia, and the professionals who lead and staff them.

Regarding the overall integration of Sirsi and Dynix into a single company, I'm very encouraged by the progress we've made thus far. Staffed by management representatives from both companies, we've formed six integration teams to make plans for our merged company. Addressing the Product and Technology, Operations, Marketing/Communications, Sales/International/Third-Party, Finance, and Human Resources functional areas, these teams have been working for weeks to establish best practices, optimal organizational schemes, and effective strategies for the future of SirsiDynix.

As we progress with the integration, we will update you regularly via the Web and newsletters. Of course, SirsiDynix account managers are always available to answer clients more specific questions. Of course, you may also have important questions that we've not provided answers for. To help in asking and answering these questions, SirsiDynix has set up an anonymous Web form, accessible on the Sirsi Client Care Web site at
www.sirsi.com, where customers can submit questions. Answers to those questions will be provided in an online list of customer FAQs, which will be updated as the SirsiDynix integration proceeds.

We're committed to keeping you informed and involved throughout the integration of the two companies. Please never hesitate to contact us if you have questions or concerns.

Better. Together.

In short, two industry leaders are now together. And we're better and stronger for it. Thanks for letting the new SirsiDynix be your technology partner. I'm confident that you will be pleased with what we all can do together.

Regards,
Patrick Sommers

Sirsi and Dynix have merged!

From an email:

Many of you have already heard this but it looks like Sirsi and Dynix have merged. At this time we do not have all the details. I placed a call to Sirsi and I am waiting to hear back. We will keep you posted.

http://www.dynix.com/about/
http://www.sirsi.com/Company/

6/17/2005

Three Goals for a Website

Matt Bailey writes a great blog on website accessibility issues (just subscribed). This post, titled Why Web Accessibility?, succinctly describes the goals of any website:

Easy to find, Visibility
Easy to use, Accessibility
Easy to understand. Usability


Be sure to check out this blog, as accessibility issues should be something all web designers consider every time they make a new page.

6/15/2005

Spam via Skype!

Got to work this morning, and saw this message left for me via Skype:

"[6:00:13 AM] Andrie Bramintya says: Good Day King,

I am Mr. Andrie Bramintya, Branch Manager of Australia & New Zealand Banking Group Limited of 1 Raffles Place #32-00 OUB Centre Singapore 048616. I have urgent and very confidential business proposition for you.A British Oil consultant/contractor with the Singapore Solid Minerals Corporation, {Mr.Wilson H. Diamond} made a numbered time (Fixed) Deposit for twelve calendar months, valued at US$10,750,000.00 (Ten Million, Seven Hundred and Fifty Thousand Dollars) in my branch. Upon maturity, I sent a routine notification to his forwarding address but got no reply...."

No, no, no!!!! Please, no Skype spam. Bummer. Just thought I'd warn all you Skype users.

6/07/2005

Manga at the Library

How many libraries can say they have a manga page? With links directly connected to your library catalogs?

By no means are these classics ... but they are what a segment of our customers want. So my real question to you - are you using your website to point customers to content?

Writing for the Web

Website content & usability is an extremely useful article on writing for the web. The author gives eight guidelines:

1. Use clear and simple language - the KISS principle.
2. Limit each paragraph to one idea - Believe it or not, you learned this in high school english class. Really. And it still applies today.
3. Front-load content - if anyone took a newspaper writing class... this is the inverted pyramid writing style.
4. Use descriptive sub-headings - this is also useful when writing magazine articles.
5. Bolden important words - "bolden" - is that really a word? Ick. Good point, though. It's another way to visually break up text into easy-to-read snippets. But you can do his in other ways - color can do the same thing.
6. Use descriptive link text - no "click here" language.
7. Use lists - like this one... :-)
8. Left-align text - his point is that left-aligned text is easier to read than justified text. Not sure if I completely agree with that one, but whatever.

This list (and the actual article) can be summed up this way: make your content easy to read! You worked hard creating it, buying it, and transforming it into something useful for your customers. Now make it easy for those customers to digest it - and learning how to write for the web is one way to do that.