User evaluation of Internet database services in public libraries

Abstract

Public libraries have been offering patron access to proprietary databases containing full-text journal databases for a number of years. This paper examines the patterns of patron use of Wellington City Libraries E-City database service, as well as satisfaction with search interfaces and database content. Web server transaction logs were used in a quantitative analysis of Wellington City Libraries patron's use of three E-City databases, Ebsco, Electric Library Australasia, and Gale Biography database. Patron perception of satisfaction and value was obtained by interviewing eight users of E-City. Patron adoption of the service has been low compared to overall use of the public library. Patrons encountered problems with all aspects of the database technology, including difficulties with a complicated authentication process, database selection, search strategies, and search screen interfaces. More promotion of the E-City service is needed to increase adoption and use. Search interfaces should be easy to use, and include relevant examples and help information to assist the patron in effective searching.