My latest all-consuming project is working to redesign/rework/completely renew our library’s website. It’s still early days, but there are certain lessons I’ve learned from my last all-consuming project (introducing coureware to the campus); you can never communicate too much. Even when you think you’re communicating enough, you probably aren’t.
From the worst days to the best days rolling out software to faculty and students, no one ever accused me of giving them too much information. While the internet is a very social medium, it can also be a very isolating one at the same time. When people are trying to get from point A to point B using some software that you answer for (even if you don’t control it), there’s really no way you can get too far into their personal space. They want to know that you’re there, that you’re anticipating their questions, that you’re aware of the problems they’re encountering. I never, ever want to go into downtime or unexpected system backfires without the ability to send out a message saying, “I feel your pain; here’s what I’m doing to help solve the problem. I’ll keep you in the loop.” It’s a lot easier to cope with problems online when you know someone somewhere is working on it.
And this is primarily where I have a problem with the static library website. The first page always stays the same; it’s generally got all the same information on it. This is good when you’re trying to teach people where to find stuff, if you think of your website as a static structure that should be learned. But it’s terrible if you consider your website your library’s (non-expressive) face.
I think there are two ways to think about a library website: it’s either a published document (heavily planned and edited before it’s published, published, then referred to), or it’s your communication tool. As a communication tool, it’s not published in the same way that books are published. It’s available, it’s public, it’s indexable, but it’s not static, it’s not finished. I kind of wonder if we should get rid of the term “publish” from these kinds of online tools. Sure, you put stuff online and it’s in wet cement (as Larry put it best), ie, likely to be around forever, but our concept of publishing suggests a kind of frozen quality, a finished quality. To me one of the best things about the web is our ability to leave nothing untouched. A communication tool, rather than a published document, should never look the same twice. It should always be telling you something new, informing you, reflecting the real people behind it.
So as we start laying down the foundations for a new library website, I keep thinking of ways to pierce it through with holes through which the real workings of the library, the real voices of the people who work there, can come through. I want students to get a sense that the library isn’t a solid object; it’s a place filled with people, people who work very hard to make things better for them, at that. People working to make sure the collections match the needs of their instructors and their course expectations, helping them with assignments, helping them find the resources they need, helping them use the software they need to use to succeed. I’d like to see if we can use social software to help make that work more transparent to students and faculty alike. Librarians do good work; everyone should see that work.
The first most obvious way I thought about making sure this transparency and easy communication was possible was through blogs. In my dreamworld, these long thought-pieces about technology and libraries would go on a library blog, not my personal one. But I’m not the only one thinking about things like collections blogs with discipline-specific categories, or reference blogs. Once this information is shared and online in an RSS-able format, we can shoot it in all kinds of useful directions. And then I started thinking about the things students know right now that they’d like to know: busted printers, software problems, unavailable computer labs, courseware downtime. How busy the library is. (Ours is more often packed to the gills than not.) The obvious things. We know about them before the students do: isn’t there some quick way we can tell them?
So then I got to thinking about twitter. Twitter for immediate messages. It doesn’t take up that much space, embedded on a page. And it keeps everyone to 140 characters. Like facebook status messages, but about the systems you’re trying to use. You can find out if they’re having a bad day or not before even trying to wrestle with them. I like it. Transparency, a little personality, a little humanness, and lots of communication.
We’ll see how it goes.