Web usability and mental models in the context of academic tertiary libraries

Abstract

Library websites and search tools are a crucial interface between the user, the organisation and its resources. Most users now have easy access to other sources of information via the Internet, such as Google, and studies show the vast majority are using these in preference to library resources. The information architecture of library search tools is unfamiliar to users and is believed to constitute a barrier to usability. This is an industry-critical issue. Products have recently become available based on decoupled architecture, where the library management system is dis-integrated from the user discovery interface. One of these products is Ex Libris' PRIMO, termed LibrarySearch by the University of Auckland Library, an academic tertiary library, at the time of this project. The researcher used qualitative methods in order to gain an understanding of users' starter frameworks and information-seeking behaviour in the contexts of mental models, usability and sense-making. The purpose was to raise providers' awareness of their own and students' mental models and the disparities between them, with a view to closing gaps from the providers' side. Results indicate there is potential to improve web design, teaching, reference and other explanatory material.