 All right, welcome to our lightning round session on Big Talk from Small Libraries 2020. I'm Krista Porter, your host here at the Nebraska Library Commission. It is noon central time and we are going to start our lightning rounds. This is five 10-minute sessions, some quick information from some libraries. First up, we have Carrie Adams. Good afternoon, it's afternoon, good afternoon, Carrie. And she's going to talk about can a new library webpage overcome a small library challenges? And she is from Baptist Health Science Libraries, which actually their population served. I think they are the biggest one we have today at just 9,000, still on this smaller than what some people think is a small library. So I'll just hand it over to you, Carrie, to take it away. Thank you so much. Hi all, thanks for letting me speak to you today. I'm talking today a little bit about how we, as a small library, overcame some challenges using technology to support a large hospital system. Baptist Health is actually a diverse health system serving northeast Florida. We have over a thousand patient beds. We have five hospitals, two standalone emergency centers, physician offices, health center clinics, outpatient services, we're a magnet award recipient three times now, which is a gold standard for nursing professional practice and a grade A from the LeapFrog Hospital Safety Group. But we are in Jacksonville, Florida, which is the largest city by area in the contiguous United States. So our clinicians are very dispersed throughout the different locations. So the physical library isn't their source of information. The online library is, and a lot of times it's the only source of information or the only contact they have with the library or the library and ever. So we did need to do some changes because it wasn't very usable for a lot of our clinicians. And our clinicians have a need for immediate access to evidence-based information to support patient care. Our web team, our organization web team actually ran the library webpage. So it also made it difficult to do immediate edits or quick turnarounds and changes. This is what our original webpage looked like. It was very functional, but unless you're already familiar with what resource you needed or how to specifically do a search, you're really hindered. We don't have an easy way to do a general search of the resources, things like that. In addition, we have a lot of clinicians coming out of school. We have residents coming from med school and we're promoting our nurses to return to school to get their bachelor's, master's and doctorate degrees. So a lot of our clinicians are used to more of an academic field to their webpage with that one search box. So the process we undertook was first to survey our patrons, both our users and our non-users. We thought it was really important to survey our non-users to make sure we're missing something that was essential to their practice and that's why they weren't using it. So our current users were asked how to rate their satisfaction, what they've had challenges with in the past with the library webpage and the recommendations for improvement. Many said that they had problems accessing full text articles, which is really important for them, searching for information with eBooks and remote access from their personal devices. So those were all really important things that we needed to consider when we were deciding whether to undertake this project. They actually suggested improvement. Again, that full text access was really important to them but also better organization of the resources and easier search options. Those non-users we reached mostly through print surveys because they weren't coming online to use the library webpage. We did a lot of meeting attendance to try and reach them and they were asked why they didn't use the webpage and the majority of them almost half said that they didn't know it existed, which was its own problem and we're undertaking some steps to fix that right now. Others utilize other resources such as their school library and many said they just didn't have time. So we really needed to streamline the process to be able to get them the information they needed. And we asked them also what is most important to them in the library web pager, moderately split across the board on the options but they did have a slight preference for again that organization and ease of searching. We also undertook some usability testing with eight volunteers and we gave them specific tasks to try and locate information on the library and then ask them how they felt about it. And that verified the anecdotal evidence that with all the technical requests and service calls that we were getting and random help questions throughout the emails and processes that our super users were really adept at accessing the information they needed but even they had some issues with some of the tasks but our novice users found many of the tasks extremely frustrating and difficult to accomplish. We also asked for, we had a lot of open comments available on the survey process to fit to the depth of what the issues were. We actually had really high, pretty high user satisfaction responses, 70% that they were satisfied or extremely satisfied but the comments told us a different story. And the comments told us that they were confounding library services with the online library. So if you notice on that left side of the diamond you have a blue, pretty large librarian and at the bottom of the diamond another blue, pretty large carry. And a lot of the comments were saying if I can't get it, the light walk call the library. If I can't get it, carry can get it for me. I really appreciate the turnaround time, et cetera, et cetera. So they were really happy that we were able to get the information for them but they weren't able to get it themselves which was one of the big problems. So how did we choose? We could redesign internally with our library web team who were fantastic but that still wouldn't give us control over the web page but it would be technically free at least from a budgetary constraint for our department because it's an organizational cost it wouldn't hit our budget line but we would not get that single search box which we thought was really important and it would take a long time to get this turned around because we're in the middle of a lot of technical processes of revamping some different resources for our clinicians. So we also looked at the outside vendor service that would be a budgetary cost which was an issue and it could hinder buy-in from the information team. They don't often like to use external resources when we have them available internally but the turnaround time would be excellent and as we tested the different resources we actually did get buy-in from information services which was a shock almost but we actually were able to go with an external vendor and based on feedback and cost and the offerings that they had we went with the Avid Discovery service which was really well done we thought for our needs and a lower cost which was also important. So after we created the page we went through the process of spreading the word and how did we do that? We first started by sending a link to our super users to get their feedback to make sure we weren't missing anything that didn't transfer from the last page and we also did the same thing we presented demos to some of our more spoken clinicians to get their feedback. After that was done and we determined that everything seemed to be running really well and we got really good feedback we had a soft opening where we kept both the old webpage and the new webpage live for about six weeks the old webpage had a big banner information linking to the new webpage to try it out letting everyone know that it would be gone in a while and we also presented the information to our organizational magazine to reach those non-users again we had flyers printed and distributed both print and electronically with a QR code and we hit a lot of meetings mostly global meetings asking leaders to distribute the information also our shared governance nursing meetings so they could distribute to our nurses and our different interdisciplinary meetings so we could try and reach all of our clinicians and staff that would be using the resource. So what happened? We went fully live June 2019 and as you can see the usage went up exponentially if it stays we'll have to see in 2020 but we also had some excellent resource usage as well that went up our books actually went down a little bit because we realized that not all of the books made it over to the new page. We had some unintended consequences our document delivery actually went up we thought it would go down we made it very easy to request articles but we think that's helping with the frustration it took a lot longer to make personal accounts than we expected and we learned that relationships are important. Our help questions went down which is really important and our feedback has been excellent and we are able to put out information very quickly for example, we have the latest research on the coronavirus out right now as soon as it hit the news we were able to prepare our clinicians for any information and that's about it for me I'm happy to take any questions and thank you so much for your time. Yeah, awesome. All right, thank you Carrie. Yes, anybody have any questions for Carrie? We have a couple of minutes here where you can ask any questions type them into the question section of your go-to webinar interface. Nobody asked any questions while you were talking but that's okay. I'm glad you mentioned the coronavirus there that's something good you have there the people another place for people to have it something very timely and important. Yeah, it's interesting to it was interesting I think to hear the misconceptions, confusion people had about your website that was already out there. It's I think something that a lot of people everybody struggles with I think we are this and you don't know what we are how could you not know that? We've been here for so long. Well, yeah, it's being a solar librarian it's difficult to reach. Yeah, I mean we're not supporting we have 9,000 staff and employees but a lot of those aren't actually using library services because they don't necessarily need to but the ones that should be using it don't always know that it exists because being a single librarian be difficult to hit night shifts you know we're a 24-hour operation so it can be very difficult to spread the word so we take what we can get and try and get it out as much as possible. Yeah, and so do you maintain the website or yourself now or with somebody else? How's that being done? I have support with our Ovid reps that can help with assistance but I'm able to update and edit immediately whenever something strikes my fancy. That's much more control, much better, yeah. And then one other question did your one aftergraph show the database usage declined after the news site? Is that correct? What was that all about? It did go down slightly we think our theory it went down about 15% for the database searches but that's not including that single search box so we think that that's really had an effect to pull people from the databases when they need that just-in-time clinical information that's kind of what we're pushing it for versus doing full research and full evidence-based practice but if they have a quick clinical question that's where that one search box comes in and if you add in the usage of that one search box the usage itself actually went up 14% overall so it's there, that's our theory we'll see if it continues. So it's just change in usage but one that is more a positive one declined isn't always a bad thing depending on what's happening around it. Exactly, we definitely make sure that they know that they still need to use the databases for their full literature research and evidence-based practice but when they have this quick clinical questions like how do I insert a Venus catheter access device or how do I do this or what's the best medication for this that's where that one search box comes in. Awesome, all right, make sense thanks for the explanation. All right.