pintiniblog - utilisateurs

"Visiteurs" et "résidents"

noreply@ (pintini) — Sat, 20 Sep 2008 17:25:00 +0200

Lorcan Dempsey, dans ce billet, relaie quelques réflexions à propos des "générations" d'utilisateurs. Vous savez, toutes ces discussions sur la "génération Google" et (selon le vocabulaire en usage aux E.-U.) sur les notions d'utilisateurs "native" (ils seraient nés sur internet...) et "immigrants" (ben les autres). L. D. cite ainsi une distinction de Dave White (eFoundations) peut-être plus pertinente: les "visiteurs" et les "résidents":

"The resident is an individual who lives a percentage of their life online. The web supports the projection of their identity and facilitates relationships. These are people who have an persona online which they regularly maintain. This persona is normally primarily in a social networking sites but it is also likely to be in evidence in blogs or comments, via image sharing services etc The Resident will of course interact with all the practical services such as banking, information retrieval and shopping etc but they will also use the web to socialise and to express themselves. They are likely to see the web as a worthwhile place to put forward an opinion. They often use the web in all aspects of the of their lives; professionally, for study and for recreation. In fact the resident considers that a certain portion of their social life is lived out online. The web has become a crucial aspect of how they present themselves and how they remain part of networks of friends or colleagues."

"The Visitor is an individual who uses the web as a tool in an organised manner whenever the need arises. They may book a holiday or research a specific subject. They may choose to use a voice chat tool if they have friends or family abroad. Often the Visitor puts aside a specific time to go online rather than sitting down at a screen to maintain their presence at any point during the day. They always have an appropriate and focused need to use the web but don’t ‘reside’ there. They are sceptical of services that offer them the ability to put their identity online as don’t feel the need to express themselves by participating in online culture in the same manner as a Resident."

[Livre] Designing the Digital Experience

noreply@ (pintini) — Thu, 18 Sep 2008 08:12:14 +0200

Designing the Digital Experience: How to Use Experience Design Tools & Techniques to Build Websites Customers Love (David Lee King, Information Today, 2008)

"Visitors to an organization’s digital space don’t want to think about interacting with its website. They want to — quickly and easily — make a purchase, find information, or do research. It helps if they can be engaged and enchanted in the process. How can we facilitate this excellent experience? It’s all about intentional design.
Consider the concept of “experience design.” Nathan Shedroff describes it as designing the “sensation of interaction with a product, service, or event, through all of our senses, over time, and on both physical and cognitive levels.” Simply stated, experience design is “an approach to creating successful experiences for people in any medium.”
Designing digital experience is similar, yet unique. That’s because in a digital space, experience designers have to “compensate for the absence of a sales professional who stands ready to greet customers as they arrive [and] to cheerfully help them accomplish their goal.”"

A paraître en octobre 2008 (Amazon.fr)

Génération virtuelle

noreply@ (pintini) — Tue, 05 Aug 2008 20:11:02 +0200

ILW signale que le groupe Gartner, dans ce communiqué de presse (annonçant la parution d'un rapport* sur le sujet), identifie une "nouvelle" génération: Generation Virtual, et suggère aux stratèges du marketing d'en tenir compte, en matière notamment d'offre de services (virtuels, donc). Ce qui est intéressant, c'est qu'enfin, il s'agit d'une "génération" qui n'est pas définie par l'âge, mais davantage par sa préférence (et sa capacité) pour l'utilisation de médias essentiellement numériques, digitaux, virtuels (faites votre choix) pour découvrir, partager, communiquer, trouver des infos, etc. Et donc consommer, acheter, ce qui est le but, ne l'oublions pas. Rien de vraiment neuf...

* Le rapport en lui-même coûte près de 200 dollars...

Etats-Unis: le grand public préfère toujours le livre papier

noreply@ (pintini) — Tue, 10 Jun 2008 22:42:01 +0200

Une enquête (pdf) Random House/Zogby (Etats-Unis) indique que plus de 80% des personnes interrogées préfèrent acheter et lire un livre papier (plutôt qu'en ligne ou en version électronique).

Via Social Media

Les utilisateurs et leurs workflows

noreply@ (pintini) — Sun, 01 Jun 2008 22:39:04 +0200

Dans ce billet, on évoquait la nécessaire adaptation de nos interfaces de recherche au contexte des utilisateurs.

Dans ce billet (Workflow is an intermediate consumer), L. Dempsey nous invite à réfléchir (une fois de plus, mais la répétition est pédagogique, non?) à la nécessaire adaptation de nos services au contexte des utilisateurs et, plus précisément, à leurs workflows, de la manière suivante, très claire:

- Avant l'ère numérique: les utilisateurs étaient prêts à construire leurs workflows de travail autour des services de bibliothèques

- Aujourd'hui: les bibs doivent se préparer à créer leurs services autour des workflows de travail des utilisateurs

Les utilisateurs et leur contexte

noreply@ (pintini) — Thu, 29 May 2008 22:48:54 +0200

Je ne résiste pas à l'envie de vous faire partager ce message d'Eric L. Morgan sur la liste ngc4lib:

"There is more to finding the "right" thing in an index (read, library catalog) than correlating search terms, concepts, and information resources. I believe it also requires a knowledge of the user's context.

A Google blog posting alludes to this idea:

The most famous part of our ranking algorithm is PageRank, an
algorithm developed by Larry Page and Sergey Brin, who founded
Google. PageRank is still in use today, but it is now a part of a
much larger system. Other parts include language models (the
ability to handle phrases, synonyms, diacritics, spelling
mistakes, and so on), query models (it's not just the language,
it's how people use it today), time models (some queries are best
answered with a 30-minutes old page, and some are better answered
with a page that stood the test of time), and personalized models
(not all people want the same thing).

Ironically, I think the idea of putting a user's needs/desires into context with search is an extraordinary opportunity for librarians and libraries because libraries are always a part of a larger community. Municipalities. Schools. Churches. Governments. Colleges. Universities. Companies. Hospitals. Businesses. Etc.

In order to do their job well, librarians are required to know about their users. Who are they? What are their characteristics? What are they working on? By combining the answers to these questions with the
queries they enter into our search interfaces we ought to be able to produce more relevant search results because we know more about the users than outside institutions.

Put another way, better metadata and simpler user interfaces will only go so far. I believe some of our efforts ought to be spent making our search engines "smarter"."

Etudier les utilisateurs

noreply@ (pintini) — Fri, 16 May 2008 12:11:06 +0200

Article intéressant dans la dernière livraison de D-Lib Magazine (mai-juin 08, vol. 14, n° 5/6):

Considering the User Perspective. Research into Usage and Communication of Digital Information

Où l'on parle de méthodologie et de résultats d'études menées dans le cadre du projet Planets sur les utilisateurs et leurs comportements à l'ère numérique.

Car... The primary aim of user and usage studies is to improve the quality of service. Knowledge about the wants, needs and activities of customers can be employed to change, adapt or update services, or to prioritize management and implementation decisions. A recent trend of user-centred research in archives and libraries has been to focus on two general issues, namely typologies of users, or user groups, and search strategies and techniques, essentially user behaviour [...].

Réseaux sociaux et université (oui oui, mais en fait non...)

noreply@ (pintini) — Sat, 10 May 2008 23:26:54 +0200

Une université qui se veut à la pointe de l’informatique en tant qu’outil de communication ne peut ignorer ces pratiques nouvelles. Elle se doit même de les utiliser, non pas pour les “récupérer”, encore moins pour les contrôler, ces deux objectifs n’étant pas acceptables, mais s’il s’agit d’un outil fréquemment utilisé par beaucoup d’étudiants, l’Institution doit pouvoir adopter ce nouveau concept et en faire elle-même un usage “sympathique” et perçu comme positif par tout le monde. Nous développons actuellement un outil de ce genre, sur la base du “trombinoscope” que nous avons lancé avec le nouveau site web. La technologie est au point, il ne manque que l’ajout de fonctionnalités usuelles dans ce genre d’outils que nous pourrions élaborer en collaboration étroite avec les étudiants eux-mêmes avant de la mettre complètement à leur disposition. [B. Rentier, recteur de l'ULg]

Encore faut-il être en mesure de proposer de tels outils (moyens, compétences, savoirs, convictions, frilosité, technophobies...). Certains diront, avec raison: fort bien, mais avant de se pencher sur ces "nouveaux" concepts, encore faudrait-il que certains "anciens" concepts existent (oups) et/ou fonctionnent correctement (re-oups). Mais il s'agit là de cuisine interne, n'est-ce pas, et ce n'est pas le lieu pour en débattre. Ben tiens...

Génération Y et compétences web

noreply@ (pintini) — Wed, 30 Apr 2008 17:35:00 +0200

Q. Why do people think young people are so Web-wise?
A. I think the assumption is that if it was available from a young age for them, then they can use it better. Also, the people who tend to comment about technology use tend to be either academics or journalists or techies, and these three groups tend to understand some of these new developments better than the average person. Ask your average 18-year-old: Does he know what RSS means? And he won’t.
[...]
A. Students have difficulty evaluating the credibility of information online.
[...]
Q. What are the challenges for colleges that hope to better educate students about Web use?
A. How do you fit this into the curriculum? Is it supposed to be an academic department, or through libraries? How can you legitimately stand in front of a classroom when the students have an assumption that they know more about technology than you?

Extrait de: A Sociologist Says Students Aren't So Web-Wise After All
(source: The Wired Campus, 29/04/08 / via liste Dig_Ref)

Et que dire de certains bibliothécaires...

...

Màj (02/05/08): lire aussi cette réaction de Cataloger 2.0

Analyse de satisfaction des utilisateurs

noreply@ (pintini) — Tue, 08 Apr 2008 21:16:32 +0200

Improving Customer Satisfaction: Changes as a Result of Customer Value Discovery

Si l'on veut effectivement et concrètement (tenter d') améliorer les services que nous proposons (ou planifier de nouveaux services), il existe nombre d'outils d'analyse. Dans cet article publié dans le dernier n° de la revue Evidence Based Library and Information Practice (EBLIP, vol. 3, n°1, 2008), il est question d'une méthodologie appelée Customer Value Discovery, appliquée au secteur de l'information après avoir été utilisée notamment dans le privé (vente, finance, assurance). Ce que je retiens, après une lecture rapide, c'est l'importance de l'organisation et de la préparation, de la méthode, de l'échantillonnage (volume!) et des enquêtes, l'utilisation de workshops, l'implication non seulement des responsables mais également de tout le staff.

Objective: To identify how interventions, as a result of Customer Value Discovery research, increased student satisfaction in an academic library. The process created a positive environment for ongoing innovation amongst staff to deliver added value to customers.
Methods: “Customer Discovery Workshops” were undertaken with academic staff and undergraduate on-campus students to provide managers and library staff with information on what services and resources were of value to customers, and what irritated them about existing services and resources. The impact of interventions was assessed two years after the research by using a university student satisfaction survey and an independent national student satisfaction survey.
Results: The findings resulted in significant changes to the way forward-facing customer services were delivered. A number of value adding services were introduced for the customer. Overall customer satisfaction was improved.
Conclusions: The customer value discovery research has created a culture of innovation and continuous improvement. The Balanced Scorecard framework was introduced to help track activity and performance against the objectives identified in the customer value research.