The home page in 1997. Note the large central image. Click on the image for a full screen version.
Susan Murray-Smith, Web Services Coordinator, [HREF1] University of Sydney Library [HREF2]
Sten Christensen, Humanities Librarian, [HREF3] University of Sydney Library
The University of Sydney Library has had a web presence since 1995. It has undergone 2 design and development phases, and is now moving into its third phase. The 2004 Library web site will be implemented using an iterative approach to continue development and promotion of the innovative services the Library is providing.
This paper will explore how the web site has developed, the issues the Library faced, and the challenges as it moves towards a model of centralised control while not inhibiting creative content development.
The University of Sydney Library is a complex organisation. It is made up of 22 libraries across 9 campuses of the University. Fourteen of the libraries are on the main Camperdown/Darlington campus, the rest are spread across Sydney and in regional areas of NSW (Orange - 250kms west of Sydney, Narrabri - 568kms northwest and Camden - 50km southwest of Sydney). It is the largest academic library in the Southern Hemisphere, and has over 450 permanent, part time and casual staff.
The University of Sydney Library web site [HREF4] is now an integral part of Library services. The web site provides access to information and services 24/7 and its role has changed over its lifetime.
The goals of the Library web site are: [HREF5]
The original Library web site was set up in 1995. It was initially developed by a couple of web enthusiasts within the Library - librarians who had become interested in the emerging World Wide Web. Once it was up and running, specific sections of the site and a number of services evolved. A large part of the web site and development was due to a team within Fisher Library called the Internet Training Team (ITT). The ITT was set up to address the need for "learning to use the World Wide Web". The team developed small class sessions to teach students and University staff about how to use the web in the research process. As their experience developed, they contributed more content to the Library web site, particularly pages about search engines, web searching in general, quick reference information, and the first subject-specific guides to web information on the site.
There was no real management or assigned responsibilities for the Library web site. There were no guidelines for publishing on the web site or any vision as to where it should go. The site resembled a Hydra (a many-headed snake) developing in different directions and at different paces based on each person's enthusiasm and skill level. Some of the sections of the Library site were hosted as part of Faculty web sites rather than the Library's, so had a very different look and feel to the rest of the site.
The home page was made up of one big image, which had a street sign metaphor. [HREF6] To add or change any section of the site, the image needed to be edited. Text links were also available at the bottom of the screen for the many users who browsed with the images turned off.
The home page in 1997. Note the large central image. Click on the image for a full screen version.
After the first four years of the Web site's existence, with an increasing number of contributors and the increased pace of standards development, a number of issues were raised. Most importantly the Library realised it needed to take the web site seriously.
The issues that became prominent were:
The Library appointed a full-time web services coordinator who handled the daily management of the site and policy direction. It also established a cross library committee, the Public Web Site Management Group (PWSMG) to look at policy and to provide a forum for isssues related to Library web development.
With the above in mind planning for Phase 2 began with the aims being:
The site redevelopment process involved an exhaustive consultation process with Library staff and users. These included focus groups, a user survey, user testing and investigation into the relevant standards and styles to use.
The new web site was launched in February 2001 with:
The information architecture was based on an information audit of the current information and services on the site, and suggestions for new services. Each discrete piece of information was put onto a card, and Library staff groups were asked to group the cards into 'like' information and services. The next step was to name each group. This naming resulted in the global navigation and major sections of the site.
The main features of the new site included:
About 75% of the Library's services were now offered via the Web, either through the Library web site or the web interface to the catalogue. Services offered via the web were in addition to the traditional delivery method of Library services. For example, clients could still ask a reference question over the phone or in person - the Ask A Librarian service offered another method of communicating with the Library.
Clients could access the following information and services:
reference
- Ask a Librarian - email a question
- register for face-to-face training in database searching, internet searching, use of Library resources
- find subject specific information to guide them
borrowing
- check what they have out on loan
- renew books for another loan period
- put a reservation on a book they want
- be notified by email when books are due, overdue, or ready to be collected
- pay their Library fines with a credit card
document delivery
- fill in request forms for book chapters, books, journal articles
- order articles to be delivered directly to them through unmediated document delivery
catalogue and collections
- search the entire collection
- interface through to publisher and aggregator sites containing full text electronic journals and books
- download past exam papers
- do an online tutorial in how to use the catalogue
Part of the redevelopment plan for the web site included maintenance and management processes to keep the site up-to-date. As with many projects, these aspects were less developed than the earlier parts involving implementation.
Contributors publish live to the site - each contributor has an FTP login to the server, and permissions to create and edit files within their group. Groups are based on administrative or task requirements eg lifesci for the Life Sciences librarians, lending for staff anywhere in the Library who contribute to the Borrowing information. Contributors can see the code of other's pages in HomeSite (and thus can copy or borrow) but cannot overwrite them unless in the same group. Fortunately we have had very little problems with people intentionally or otherwise 'editing' other's work.
Guidelines were developed for adding new information to the site, requiring approval from the Public Web Site Management Group. In reality, the PWSMG does not monitor the development of the site, and the Web Services Coordinator is not always consulted about new sections to the site.
Some of the maintenance has been automated by the use of a link-checking program, Linkscan. [HREF7] Different sections of the site are classified as projects in Linkscan. Linkscan checks the projects, and each owner is emailed a list of broken links once a month. Checking for accuracy or currency of information is not automated, although contributors are encouraged to revisit their content at least once per semester.
The change in web production processes was one of the most significant changes. Prior to Phase 2 there had been no real control over the style, the type of HTML coding that was performed or how pages were put together. As a consequence, there were a variety of HTML versions in use and no adherence to standards.
There was also no standard web editor, so staff were using either Netscape Composer or HotDog, an Australian text-based HTML editor that was popular during the 90s. [HREF8] However version 5 of HotDog did not work well in our NT environment, and was constantly crashing and causing frustration for the staff. An evaluation of current web editing software which met the Library's criteria was undertaken and HomeSite was chosen as the preferred editor.
This was the first level of control over the production of the web site - requiring users to use a standard text-based HTML editor. The Library staff themselves specified that they wanted to produce in the code environment, as they considered learning HTML an essential part of their skills.
The next step was to develop templates for the pages of the new Library web site. There were 2 main types of pages, those with left-hand menus and those without. As many of the contributors either worked on subject guide pages or library pages, templates with slight variations for these types of pages were also developed.
A decision to comply to the transitional HTML4 standard was also made.
The role of the web contributors therefore changed from one of freedom to one of more centralised control. The contributors also required training to be able to produce web pages that were acceptable for the site. They needed to learn new HTML4 tags like DIV and SPAN, and not to use deprecated tags like FONT, B, I.
Most technology-based training for University staff is conducted by the Staff Support and Development Unit. The HTML training they were offering in 1999 was in hand-coding, and FrontPage. As neither of these were suitable for the Library web contributors, a series of training sessions was developed in-house, and presented by the Web Services Coordinator and members of the PWSMG.
This allowed the Library to teach the principles of HTML 4, use of the software product HomeSite, and the layout of the library web page templates in a cohesive fashion. The training has now been streamlined to cover the use of HomeSite and the use of the templates. The theory of HTML has been overwhelmed by the necessity of concise training.
The development of the Library web contributors' skills has also meant that most contributors produce content and code. There are a small number of Administrative Assistants throughout the Library that do some HTML coding of other's content, but in the main, content and coding is produced concurrently.
The Library has always run its catalogue and web server in-house, with Library IT Services (LITS). A member of LITS is on the Public Web Site Management Group, to give advice on appropriate technology for developments.
The Library continued to use the same hardware and software for the Library web server, which had been purchased in 1996. This later caused problems with the ability of the Library to develop newer services, as the choice of operating system and Web server software, although innovative in 1996, was very outdated in 2000.
Hardware, OS: Silicon Graphics Origin server, running Irix UNIX.
Software: Netscape Enterprise Web Server, Netscape search engine.
Although SG machines were considered cutting edge in the Web in the 90s, by the end of the decade not much software was being ported to the operating system, Irix. The Netscape web server, although very reliable, didn't interface with any of the dynamic developments we wanted to develop.
An alternative web server for internal developments was purchased for use with Cold Fusion. The Cold Fusion applications include a financial system for InterLibrary loans, which tracks invoicing, payment receipt and supply of documents; a Library magazine eLib to replace the internal magazine, Lib; and various staff applications (internal phonebook etc). These applications were only internal, and weren't able to be interfaced with the public web site.
Using the Netscape search engine was also difficult once the Library's web services had developed beyond a single server. The Netscape search was only able to index pages within the machine on which it resided.
One of the most useful experiences of redeveloping the Library web site was applying Jakob Nielsen's user testing techniques [HREF9] to the development.
Once the new site had all the content, the PWSMG conducted user tests with 15 users - 5 undergraduates, 5 postgraduates and 5 academic staff members. A set of 6 tasks was developed and the Library staff observed the paths that users took to complete the task, noting any missteps, comments etc. General questions about the design and layout were also asked.
As mentioned in Nielsen's research, 80% of the problems were common across all users. Our problems mostly related to terminology, and we are still struggling with making terms 'user focused'.
During the whole development and implementation of Phase 2 there was plenty of web activity throughout the University, however there was no consistency in style or central University style, no coding guidelines or implementations guides.
In this vacuum the Library had to develop is own guidelines for standards, user testing methodology, style and contributor education and implementation plans to achieve its end result. Many difficult issues were raised and dealt with during this period and the University watched and learned as Library went through its web redevelopment. This is evident in the fact that the Library has been invited to chair a number of important University wide committees dealing with the University's new web presence.
The current Library web page, and shown with mouseover menu visible.
Phase 2 was a "coming of age" phase for the Library web site. We stuck to our belief that it was possible to have a site that allowed 50+ contributors, met accessibility guidelines and provided access to numerous services through the site. As well as this the work that was done to reorganise the information architecture meant that the Library could take an iterative approach to development in the future.
Phase 3 has brought with it a maturing of the Library's attitude towards its web presence and the way it manages and conducts its business. Phase 3 brings with it new accountabilities and requirements. It means that a mature management structure has had to have been developed, more editorial control be put in place, including application of workflows as well as version control. Much of this has been dependent upon the use of CMS and this falls into line with University developments.
The phase three has a number of components that the Library will need to address:
Once a web site has been established for a number of years, it is recognised that you should not alienate your clientele, with major changes to design or information architecture. [REF1] The success of Yahoo despite very few design changes [HREF10] underscores this point. But it is difficult when the other ideal of the web is to be constantly changing. The Library receives feedback from clients via email saying "Your web design is so last decade - why don't you update it?"
The Library is pursuing a policy of iterative development, where areas of the site are identified for revision. The content is evaluated and rewritten to give a client focus, and task orientation.
The latest project is to involve Library staff and clients in reorganising the reference services on the web site. The aim for this project is to integrate the new services such as Virtual Reference, with the current reference methods (Ask A Librarian, traditional contact methods), and to make them more accessible and user focused.
Although the information architecture is in place, we are aware of the difficulties that clients still have with Library terminology. This is particularly true in the area of information literacy, where the Library offers classes in how to search the catalogue, how to search databases and the Internet effectively. The Library staff are also developing online tutorials, to allow students to learn in their own time. The Internet Training Team has long been disbanded, as all subject liaison staff are expected to contribute to information literacy in their own area.
In addition to the activities mentioned in Phase 2, clients now have some new services available to them, via the catalogue and the Library web site.
- web chat with library staff, including guided web and database searches (virtual reference)
- do an online tutorial in a specific subject area
- receive ordered articles via email
- download weekly course readings
- access all of these services remotely by being authenticated
The Library's policy to prefer the electronic version of journals and the increasing number of journals available in electronic format has significantly changed the collection. The changes in copyright and statutory licencing of educational materials has meant that the Library has developed a huge temporary repository of electronic articles for course readings.
The Library is also investigating its role within the University as a potential repository for other electronic texts, such as revitalising the Sydney University Press, developing an eprints repository and further development of our Scholarly Electronic Texts and Image Service (SETIS). [HREF11]
There has been a change in relationship between catalogue and web site, and some clients are uncertain as to where they need to go for sources. Electronic journals, ebooks and electronic course readings are accessed from the catalogue, but databases are accessed from the web site. The Library is also investigating some of the potential enhancements to the catalogue, which would provide greater integrationg between publisher sites and the catalogue using openURL, and federated search functions, for one-stop searching.
This means that we want the Library web site and the catalogue to do a lot of different things, and yet seem approachable to the clients.
The University has started to move strategically in its development of an "Online Service Delivery" platform. Although there have been intranet projects happening on and off for several years, the current development is gaining traction.
Two of the first streams of development are the new University web site, and the development of a student portal. As part of these projects, a site licence to Interwoven's TeamSite Content Management System has been purchased. A standard set of templates and workflows are being developed, which units within the University can choose to use. This will make a web site in the 'University style'. A major feature of the new University site is its focus on the client, with information grouped according to client type, not organisational structure. This matches what the Library is trying to achieve, changing the focus of our web site to concentrate on the client.
The student portal is being developed with TeamSite and the Sun portal product iPlanet. Again the development is based on student 'roles' and through interfaces with the Student Administration system, will know what subjects a student is enrolled in, and other details.
There is potential within the portal product to provide Single Sign On (SSO) and secure sessions. This may be useful to the Library in providing consistent authentication to remote electronic services.
The Library is heavily involved in these projects. The Web Services Coordinator is on the OSD Project Board, which oversees the development, and the University Librarian is on the Management Steering Committee (which controls the funds). Library staff are also chairing 2 of the user reference groups (Metadata and CMS) and is represented on the Technical Reference Group which is developing the Directory Services structure.
The Library web site is now over 3,000 pages. It is impossible for a single person to manage the site manually.
The new developments, such as virtual reference, and interactive online tutorials require a higher level of technical skills than the contributors currently possess. Some also require software and training that it would be uneconomic to provide to the same number of staff that currently contribute HTML.
In Phase 2 the control of style was handled by templates, but some contributors thought there was still the potential for coding and some creative design within the guidelines. This highlights one of the basic problems - that the contributors were concentrating more on how the HTML worked, and how things looked, rather than the user-friendliness of the content.
This requires a change of focus for the contributors - to see that writing creatively and effectively for the web is a very important skill. Along with this there will be more 'chunking' of information - where small pieces of content are reused depending on client focus. This is what we call "getting our story straight every time".
In 2002, a new Library web server was leased. The Library investigated outsourcing the hosting of the web services to the University's centralised IT Service. However, as IT is not generally centrally funded, this group tends to be underfunded, and we were not confident that we would get the same level of service as well get from our internal Library IT staff. However this may change as the Library investigates using the centralised CMS system and portal.
The new library web server runs a standard OS and software - Linux Red Hat and Apache.
The effective management of content has always been of importance to the Library especially as the web environment matures. By that we mean more accountability for content, use of standards including accessibility, better use of retrieval technologies i.e. metadata and changing the direction of the contributors to focus less on the technical side and more the development of content.
There has been a lot of discussion about the changing role of library staff in academic libraries in the literature in the past few years. In the University of Sydney Library subject liaison librarians are required to contribute subject guides to the web site. These are groups of pages which identify quality resources in the print and electronic collections, and in databases and internet resources.
There is also a push for the subject liaison staff to be proactive in their relationships with their faculties and departments, and develop collaborative information literacy programs and specialised services. Thus the role is changing from keeper of the information, to facilitator to the information. The next phase is as "adding value" to the information. This step is crucial in defining a continuing role of the library staff in assisting the teaching and research processes in the University. The challenge for the Library is knowing what adds value, and particularly realising that it is not the technology itself, but the content refinement and evaluation skills.
The focus of the Library web site has changed over the past 8 years. It will be a challenge for the Library to work out where it should go in the future, and how to continue to develop to achieve continual improvement. This relates not only to the web site, but to the services in the Library in general.
As with the Library staff, the Library is changing from a repository to resource. With such a huge collection, it has always been important to ease the client's path to information. With the advantages of technology, we need to ensure that this is done effectively without oversimplifying the depth of experience that can be gained from one of the country's best collections.
The role of the Library within the wider University community is also being redefined. It is important for the Library to retain its identity while propagating its services via as many paths as possible. This means that the Library needs to be ready to maximise the Content Management System (CMS) technology to publish its information and services on the student portal, the University web site and its own web site, and do this in a time and cost effective manner.
Holland, Angus. Google's Answer To Your Questions At A Price. Sydney Morning Herald, 25 March 2003, Computers p1.
Lim, Edward and Earle Gow. A New Model of Collaborative Library Service: the AARLIN Portal Project. Online 2003 conference
http://www.alia.org.au/conferences/online2003/conferencepapers/limgow.htm
McGovern, Gerry. Information architecture workshop. March 2003.
http://www.gerrymcgovern.com/guide_design_4.htm
Missingham, Roxanne. What Makes Libraries Relevant in the 21st Century? Measuring digital collections from three perspectives. Online 2003 conference.
http://www.alia.org.au/conferences/online2003/conferencepapers/missingham.htm
Nielsen, Jakob. Why You Only Need to Test With 5 Users. Jakob Nielsen's Alertbox, March 19, 2000
http://www.useit.com/alertbox/20000319.html
SETIS - The Scholarly Electronic Text and Image Service.
url: http://setis.library.usyd.edu.au/
University of Sydney Library. Content Evaluation for the USL Web Site
http://staff.library.usyd.edu.au/webman/content.html
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http://staff.library.usyd.edu.au/webman/report.html
University of Sydney Library. Goals and objectives of the web site 1999-2001.
http://staff.library.usyd.edu.au/webman/goals.html
University of Sydney Library. Page Design Guidelines - New Web Site
http://staff.library.usyd.edu.au/webman/guidelines.html