03.16.09
Posted in ACRL at 1:52 am by George Eberhart

Ira Glass
Closing keynoter Ira Glass made his debut Sunday morning in complete darkness for a few minutes to demonstrate the intimacy and impact of radio. Thirteen years ago, the host and producer of NPR’s This American Life figured out that he felt most comfortable giving public lectures in a studio setting, so he came equipped with a CD player and other audio equipment that allowed him to play clips from previous shows and use music as transitions between his stories and his comments about them.
Glass talked a little bit about story research (which he suspected librarians might enjoy, although he also expected his audience would all look like Giles from Buffy the Vampire Slayer), but his major focus was on the techniques he uses to create effective storytelling. “We need characters and a plot,” he said, “and we need them to be pleasurable surprises.” He added that “most journalism makes the world seem smaller and stupider and less interesting” because it tries to eradicate the narrative. “But we live in a world where stories provide hope.”
His formula is a combination of anecdote, more anecdote, and then a brief commentary on the anecdote, glued together with engaging instrumental music that pushes the storyline forward and creates anticipation as well as ambience. It’s the same technique, Glass said, that rabbis and priests use in their sermons: “Even Jesus used this method in his parables.” He placed responsibility on much lameness in radio news on the “topic sentence” (the opening sentence of a composition that states the theme). Unlike every other NPR program, Glass said he does not begin his show by announcing the guests and topics; instead, he launches immediately into the first story and lets the narrative draw listeners into the magic of the tale: “When I hear people’s stories, the world seems to make more sense.”
Perhaps the greatest audience reaction occurred after Glass actually asked for ideas on what to do with the archival tapes of This American Life and whether any institutions would want to keep and preserve them. You could almost hear the bidding process taking tangible shape in the low rumbles of reaction. Glass admitted that he did not take a long view with his program and that he thought its value was in its immediacy in the present: “If it all got destroyed and went away, it wouldn’t be such a bad day,” he said, “but maybe you guys know better than me.” Indeed, before too long AL DIrect may well be carrying news of a new acquisition by a university audio archive.
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Posted in ACRL at 12:13 am by George Eberhart

ACRL's fish-toss winner
One fun panel presentation (”If Fish Markets Can Do It So Can We”) involved the first competitive fish toss in ACRL history. Unlike the huge salmon and halibut that the fishmongers at Seattle’s Pike Place Fish Market throw around at each other (and sometimes at unsuspecting customers), these were plush fish toys that four hardy volunteers agreed to pitch dramatically into a receptacle. A Russian librarian (left, named Ekaterina, I think) won the competition. The whole point, as Temple Associate University Librarian Steven Bell explained, was to show that libraries need to fashion a memorable user experience (UX) in addition to providing essential information.
According to Rutgers Associate University Librarian Valeda Dent Goodman, the UX involves psychological, interactive, and value-based components. “Starbucks sells coffee, but their success is based on something else” — customers value the experience because they remember the friendly or innovative interaction with the store’s baristas. As the poster child for a successful user experience, Starbucks is in the same category as Google, Apple, and the BlackBerry in developing simple, trustworthy, and innovative products that focus on people’s participation.

The Difference Factor
Bell commented that libraries need to concentrate on their Wow Factor (the fish-toss quality that makes users say, “Your service is awesome”) and their Difference Factor (the user experience that can prove more valuable than a Google or Wikipedia search). There is also a Fidelity Factor that keeps users coming back to the library, instead of merely being wowed once then crawling back to their online searches. Bell said that library high-fidelity involves the totality of UX (web access, reference, the OPAC, systems, and circulation) that, when presented in a convenient and meaningful way, retains the user’s loyalty.
Brian Mathews, user experience librarian at Georgia Tech, mentioned some of the ways his library did usability testing on library spaces as they prepared for a recent renovation: “We tried storyboarding, psychodemographics, mapping, and decision trees to find out why the user experience works for some people and not others.”
When users complain, you have to listen, Bell emphasized, but you have to go beyond their recommendations. Henry Ford said that if he had asked people how they wanted to improve their transportation, they would have said “faster horses,” not an affordable new car like the Model T.
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