Usability and Stagnation: Are you learning anything new?

In their usual frank yet informative manner, the Nielsen Norman Group posted an article that discusses the stagnation of user expertise. In fact, the article writes: “Learning is hard work, and users don’t want to do it; they don’t explore the user interface and don’t know about most features.” While the latter may be true, the former seems like a rather severe judgment. Yet, the article brings up several good points and draws upon interesting examples.
In both and old and new examples, Nielsen finds that even with a design of good usability, after people learn a core set of features, decades can pass with a user only learning a couple of new features. People, ultimately, seem to reach a certain, perhaps even then unclear understanding of the interface, and then don’t get much better. In one study of Microsoft Office, the UX team asked customers to suggest new features, but their requests were actually often things that had been a part of Office for years. More recent examples include usability studies with Apps for touchscreens. People were largely unaware of the basic features of the apps. For example, when using the Bank of America app, one user did not know a check deposit feature existed. And further, someone using MyFitnessPal did not realize she could track her weight or access information from a previous day. The article lists several other apps in which users were not using the apps to their fullest (or even sometimes basic) potential.

But why? Why are people not using these systems to the fullest when they must know that they are supposed to be useful and increase productivity? Nielsen’s answer: users are narrowly focused on the present. And furthermore, people don’t read manuals. They are set on one particular task and do not take the time to investigate the entire interface for possible features and functions. And it makes sense, often times we don’t look for something new until we realize we need it.

untitled1

source

So what can be done to encourage user learning? Nielsen argues fewer features, yet visible features and signifiers, just-in-times learning, forgiveness, low-commitment previews, and plain usability.  By providing fewer yet more visible features, people will be able to explore each one and likewise by providing error messages or quick previews demonstrating how something should be done could help increase the likelihood that someone will try it out.

And as I read through this article, I couldn’t help but think about how this applies to so many different aspects of learning and especially my current studies as Library Science student. With the continuing technological changes, improvements and innovations, how do people move forward and continue to actively engage and learn without stagnating. This article seemingly answers or at least suggests possible solutions that are adaptable beyond user experience. Helping users feel at ease to explore and provide them with the knowledge or information that makes the work feel easier and what they need in that moment is certainly one of a librarian’s goals. However, it easier said than done, right?

Nonetheless, this article proved an interesting and thought-provoking read as I consider my own personal and academic use of technology. Am I using any my resources/apps/databases to their fullest potential? That’s a really good question.

Exploring Social Media (Libraries)

Recently, there was an interesting article on TheDigitalShift.com about South Carolina State Library’s launch of a Social Media Library and archive. Basically, the project will archive all tweets, Facebook posts, and YouTube content generated by official accounts of South Carolina’s state agencies allowing public access through an online portal, scsocialmedialibrary.org. Take a look at it here!

blog_image

blog

You can quick search or perform an advanced search of different topics, and it provides all media sources including tweets, direct messages, wall posts, comments, messages, and photos.

This isn’t the first attempt at archiving social media. Notably, in 2010, the Library of Congress announced plans for the Twitter Archive, which would house every public tweet since 2006. Today, they have successfully acquired and preserved all tweets up to 2010—approximately 170 billion of them and growing! Yet, South Carolina’s Social Media Library, although similar, stands apart from the Library of Congress project in its public accessibility as well as its ability to record and show conversations taking place. Amanda Stone, SCSL Innovation and Digital Librarian, explained that social media has become a source of two-way communication between organization and citizen. She goes on to say that “Citizens [were asking state agencies] questions on Facebook, or they’ll reference events they went to on their Twitter accounts back to the agency. And that’s something that was being lost.”

So, whether Library of Congress Twitter Archive will eventually become open to the public remains a topic of much curiosity (400+ researchers have inquired with no such luck receiving access; therefore, the public, too, will have to wait—sigh) although the possibilities are certainly exciting.

But, what makes South Carolina’s project so important is what it is recognizing from social media and how it’s responding appropriately to its citizens.  Providing access to those communications and the two-way dialogue is an important evolution in archiving social media. And they aren’t alone in this endeavor to provide and simplify public access to social media archives. The State Archives of North Carolina launched a similar idea just a year ago.

And while probably not without future bumps and problems, I think this trend is an interesting one to follow and shows that social media is an integral part of our daily routine, serving as medium for our thoughts as well as connecting us with friends, coworkers, businesses, and organizations. The world gets smaller as our opportunity to connect grows. And of course, I enjoy stalking  following a few of my favorite bands and reality stars, keeping up with their daily life (go ahead, admit it too). But on a more serious note (although my stalking is serious), social media immediately informs the public of political issues as well issues of state and national security.

Also important to recognize is that not all social media platforms will exist forever and likewise, organizations might delete accounts or merge with another, but the content of these messages and posts remain important for reflection in the weeks, months, and years to come.