Library website, online reference services and mobile technologies

The website

As more information resources and services moved into the online environment, the Library’s website became increasingly important. In June 2002 the home page was given a fresh look and rearranged to provide easier access to the ever-growing range of scholarly information and services offered to support teaching, learning and research at Curtin.

Taking note of the feedback provided by a client survey, the website was restructured in 2004 in keeping with a new template required for all Curtin web pages. The addition of a single search box on the home page in late 2005 allowed clients to search the catalogue and web site simultaneously. Incremental improvements in structure and design took place over the next few years as the content on the site multiplied but it was clear that a further major restructure was needed.

The Library website launched in early 2010 provided a new design and layout together with revised content and more intelligent architecture, while conforming to the University’s web branding requirements.

After considerable usability testing, feedback from focus groups, card sorting and analysis of usage statistics, it was found that content needed to be simplified, de-jargonised and reorganised, making it more intuitive for users. The most popular pages were made accessible from the home page and information was grouped into categories suggested by users, making it easier to locate. The many information literacy resources were incorporated into a single access point in LibGuides.

The resultant website was one of three finalists in the Education category of the 2010 Australian Web Awards.23

Virtual bookshelf

The Library developed a virtual bookshelf so clients could seamlessly browse the covers and spines of electronic and hardcopy book covers and this could be accessed from the website. Within the Library itself, touchscreen stations allowed clients to browse newly acquired physical and online items.

Online reference services

In 2004, the Library introduced two new references services, ‘SMS a query’ and ‘AskOnline’.

‘SMS a query’ allowed clients to ask questions via text messages using their mobile phones. Library staff aimed to respond via SMS within 60 minutes during normal opening hours.

‘AskOnline’ provided a live, interactive, instant messaging reference service using chat software.

Both services were appreciated by clients and the Library’s innovative approach was recognised by the University in 2005 with a Vice Chancellor’s Award for Excellence.

By 2012, the Library's primary online reference service was via an enquiry form on the website. A comprehensive email service desk system 24 managed client queries, enabling questions to be directed to the most appropriate service area and providing greater consistency and accountablitiy in the quality and timeliness of responses.

Mobile technologies

In July 2009, the Library launched a pilot mobile web presence to enable people to browse library resources and services using their mobile phones. Client response was immediate and positive, with about 500 users accessing the site each day.

The Curtin Library mobile website was a key component of the University’s mobile presence launched in October that year.

In mid 2011, mobile versions of LibGuides, the Library’s online research and study tools, were made available through an app developed by Library staff. By year’s end, another app had been created to allow iPhone and iPod touch users to access the Library’s resources.

QR (Quick Response) codes 25 were also positioned across all levels of Robertson Library linking to useful information such as the LibGuides, catalogue and mobile website and providing easy, point-of-need access via clients’ mobile phones.

In 2012, the Library mobile website allowed clients to access the Library catalogue, databases and LibGuides from the palms of their hands. They can also check opening hours, locations, computer availability, borrower information, Library news and contact information.