Designing for WOW!: The Optimal Information Gateway

Abstract

Increasing reliance on electronic systems for access to resources and services is a fact of life in today's libraries. Users have grown to expect reliable, powerful and intuitive systems that do it all. The Web has raised library users' expectations for simplicity of use. At the same time the emphasis on customer service in academia has produced an atmosphere in which it is essential to adapt quickly to the changing needs of faculty and students. In this fast-paced, technology and customerdriven environment, the library as a slow-moving, stable institution is a thing of the past. To continue to succeed, academic libraries must transform themselves into high-performance organizations committed to delighting their users. This can only be accomplished if we have an accurate understanding of what the users need and want. This paper presents the results of a focus group study that was conducted to find out just that.