1 copyright © 2004 amos a lakos friday, june 26, 2004 ala/litaipig – portal symposium portals in...
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Copyright © 2004 Amos A LakosFriday, June 26, 2004ALA/LITAIPIG – Portal Symposium 1
Portals in LibrariesAssessment & Outcomes
Amos A LakosLibrarian
Rosenfeld Management Library - UCLA
http://personal.anderson.ucla.edu/amos.lakos/index.html
Copyright © 2004 Amos A LakosFriday, June 26, 2004ALA/LITAIPIG – Portal Symposium 2
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
Copyright © 2004 Amos A LakosFriday, June 26, 2004ALA/LITAIPIG – Portal Symposium 3
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
Copyright © 2004 Amos A LakosFriday, June 26, 2004ALA/LITAIPIG – Portal Symposium 5
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
Copyright © 2004 Amos A LakosFriday, June 26, 2004ALA/LITAIPIG – Portal Symposium 6
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…
Copyright © 2004 Amos A LakosFriday, June 26, 2004ALA/LITAIPIG – Portal Symposium 7
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
Copyright © 2004 Amos A LakosFriday, June 26, 2004ALA/LITAIPIG – Portal Symposium 9
MyLibrary at NCSU
Copyright © 2004 Amos A LakosFriday, June 26, 2004ALA/LITAIPIG – Portal Symposium 10
University of Minnesota – One Stop
Copyright © 2004 Amos A LakosFriday, June 26, 2004ALA/LITAIPIG – Portal Symposium 11
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
Copyright © 2004 Amos A LakosFriday, June 26, 2004ALA/LITAIPIG – Portal Symposium 12
MyUB – University of Buffalo
Copyright © 2004 Amos A LakosFriday, June 26, 2004ALA/LITAIPIG – Portal Symposium 13
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
Copyright © 2004 Amos A LakosFriday, June 26, 2004ALA/LITAIPIG – Portal Symposium 14
MyUW – University of Washington
Copyright © 2004 Amos A LakosFriday, June 26, 2004ALA/LITAIPIG – Portal Symposium 15
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
Copyright © 2004 Amos A LakosFriday, June 26, 2004ALA/LITAIPIG – Portal Symposium 16
Blink – UC–San Diego
Copyright © 2004 Amos A LakosFriday, June 26, 2004ALA/LITAIPIG – Portal Symposium 17
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
Copyright © 2004 Amos A LakosFriday, June 26, 2004ALA/LITAIPIG – Portal Symposium 18
Zportal – Iowa State University
Copyright © 2004 Amos A LakosFriday, June 26, 2004ALA/LITAIPIG – Portal Symposium 19
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
Copyright © 2004 Amos A LakosFriday, June 26, 2004ALA/LITAIPIG – Portal Symposium 20
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