Lar3002
Information Management
Project
Team 9
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Our Project Aim
Evaluate the end user satisfaction of the
installed Internet system for the Colac
library.
There are two levels of end users:
Level 1: the public making use of the Internet
system
Level 2: the librarians running the Internet
system
Both of these levels will be evaluated.
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Our Project Method
Acquire the first level of end user satisfaction,
the public.
This required the following:
Research survey techniques & design methodology
Design a survey using appropriate questionnaire
methodology and theory
Design an Internet information pamphlet to accompany
the survey
Distribute the survey to the public
Analysis of the returned surveys
3
Our Project Method
Acquire the second level of end user
satisfaction, the library officers.
This required the following:
Build a series of questions to interview the
library staff
Analyse the responses from the interview
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Our Project Method
Both levels of end user satisfaction required
two trips to:
Colac
Cobden
Camperdown
Trip One
Distribute the surveys within the libraries
Trip Two
interview the library staff individually
examine hardware being used
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Hardware Evaluation
Task
Time(approximates)/
Actions
Colac
Download internet page from Monash 10 secs.
University
Download “QuickTime” movie clip from 9:32 secs @ 6.5-7kbps
www.Apple.com (240x136 pixels,
4344kb)
Access UK site (www.formula-1.co.uk)
15 secs
Access www.vicnet.net.au (currently set 5 secs
to be default home page)
Evaluation
Monash
University
5 secs
Standard
56k V.90
12 secs
Rating
9.5 minutes
25 minutes
Above
average
10 secs
15 secs
Average
10 secs
12 secs
Fast
Average
6
Hardware Evaluation
Task
Usefulness of
Home Page
Time(approximates)/ Actions
Available Help
Hampered by poorly performing machines
Intuitiveness
Hampered by poorly performing machines
Mention of project
None obviously visible
Mention of Vicnet
One home page was Vicnet/ the other had no mention
Suggested activities
Several from Vicnet
Geared towards
Education more than just recreation
Advertisements
Average
Ease of starting Internet usage
Internet browser icons are situated
on the desktop.
IE5 is the default for one PC and
Netscape for the other
Indications as to what the internet None visible (it is therefore
is
capable
offunctions, unsurprising that it is used mainly
suggestions etc.?
just for email)
Evaluation
n/a
n/a
Below
average
n/a
n/a
Average
n/a
n/a
Poor
Overall rating
Average
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Analysing the Data
Level 1 - the public surveys
the results were entered into Excel
spreadsheets and Access database to determine
trends and benefits of the newly installed
Internet facility.
Level 2 - the librarians interviews
the results were examined for common trends
and opinions relating to the public’s use of the
Internet system
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The Results
Level 1 - the public surveys
majority of the users appreciated the use of the
Internet system, especially that it was a free
service
staff assistance provided was considered
effective and useful
the download restrictions were considered
limiting
most users have been using the Internet for at
least a year
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The Results - the public
this experience was gained from a range of
sources, particularly educational and work
institution
the library hours were generally thought to be
good
use of the Internet was dominated by research
and communication (I.e. email)
the overall satisfaction ranged from satisfactory
to good
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The Results
Level 2 - the Librarians
all had worked at the library for at least 2
years, where their responsibilities included the
daily functions of the library
the Internet is used by all the staff members for
a variety of purposes (email, research, etc…)
assisting users dominates the librarian’s
interaction with the Internet
a wider range of people have been attracted to
the library since the installation of the Internet
system
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The Results - the librarians
especially noticeable is the presence of
teenagers and younger men who wouldn’t
normally attend the library
the public was informed via posters, local
advertising and word of mouth
much assistance was required by the public
users, in particular the older users
common complaints were included the speed
of the downloads and lack of assistance at times
when the librarians were busy
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Our Recommendation
 Library staff lack formal training in the areas of computer
use and Internet knowledge.
Solution: formal training provided at the library.
However, this takes time & can be costly. It also
requires that the staff are willing to participate in such
training
 Currently the hardware is used is not being maintained to
run at peak performance.
If budget permits, it would be ideal to replace the
existing equipment
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Our Recommendation
 Lack of a standard graphical user interface
Currently, two browsers are being utilised, Internet
Explorer & Netscape Communicator. This can cause
problems with technical support.
Solution: use only one browser.
 The public lack knowledge concerning the World Wide
Web’s full capabilities
most of the public are only using it for free email
Solution: providing workshops for the public (either for
free or a minimal cost
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Our Recommendation
 Lack of online help for staff & public
most of the staff are self taught
the public have proven more likely to ask the staff for
assistance
Solution: employment of a technical and user support
staff member, although this would be costly
 Lack of terminals
only two terminals at Colac
only one at Cobden
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Our Recommendation
 Minimal funding provided by the State Government
to implement the solutions suggested, more funding is
required
without government funding, the library could be
required to charge users for the service
local industry could use the service to promote their
own services by advertising on the system.
sub-lease unused bandwidth
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The End
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