relational library的網站設計趨勢

OCLC 前研究部門副總裁 Lorcan Dempsey 多次在其部落格談到圖書館從 collections-based 轉型至 relational library 時，圖書館網站不再僅僅是一個資訊停靠站，而是在研究、學習和公民參與的生命周期中提供各種服務。網站的設計開始越來越強調敘事性（narrative）或故事性（storytelling），這有助於定位圖書館、推廣其服務，以及滿足特定的興趣需求，讓使用者更深入地了解圖書館，並吸引他們參與圖書館的活動和資源。

Dempsey 認為圖書館面臨的一個挑戰是其利益關係人（stakeholders）所認知的圖書館價值仍然是以館藏角度出發，而圖書館網站是突破這個認知很重要的一個地方，對利益關係人傳達圖書館的重要性和價值（即本文所指的 storytelling）。他以 Utrecht University Library、Calgary Public Library、The University of Ottawa Library 三個網站為例，分別且詳細說明，建議可以看看該文（見本文下方連結）。

Dempsey 最後總結了從這三個網站的一些觀察：

• In each of these cases it seems to me that the library purposefully starts with a more holistic view of the library and its position. Each also recognises that it cannot assume that users already understand all they ways in which they can participate in library services. In the relational library, full library discovery becomes a starting assumption as one wants to describe and promote all the ways in which the user can participate. The library does not want to assume that a potential participant is already familiar with the variety of ways in which they can benefit from expertise and services.
• Each of the libraries is careful to describe itself in terms of what the community it serves values, not in terms of internal capacities or structure.
• The narrative briefly describes the job the service or potential services can do for the user, rather than just naming or listing them. The ‘curse of knowledge’, where too many assumptions are made about what the user knows, is avoided in this way.
• Advice and education are emphasised as much as actual services. The library expertise may be manifest in different ways.
• I mentioned that the library strategy was an important vehicle for storytelling above. The current library strategy is very visible in each of these cases, and again is presented very much in storytelling terms. It is purposefully a public communications document, as well as an internal guide. These libraries want their users to understand their story, what is important to them, where they are investing their energies [Utrecht pdf; Calgary pdf; Ottawa]. More generally they share information about the library and its organization.
• They recognise the importance of a human face. Generally and also in leadership positions. Calgary has a full people page with photographs (all with the Central Library in the background, and also includes links to branch managers. I like the welcoming picture of the library director on the Ottawa strategic plan, and they have a leadership page (without photographs) and routes into librarians and specialists who can help with particular needs. Utrecht describes the organization of the library and provides contact points (with photographs).
• Website design is fresh with good use of spacing, color, typography. There is generous use of pictures, whether it is screen-width photographs, contemporary-style illustrations, and graphics associated with descriptions. The University websites inherit design from their parent institutions, but in each case it works well. These websites, in particular Calgary and Ottawa, are much more like the general informational websites people are accustomed to. I found myself saying and thinking ‘it feels designed’ quite a bit when looking at these sites, and I realised that much of what we see appears less so, or seems routine.
• News and events are important in different ways and tend to be highlighted. Events offer participation opportunities, are often the result of partnership, and signal commitment to shared experiences. A river of news shows activity, and also offers up more text for discovery.
• One area which I think will be increasingly important, but which is not highlighted in these libraries, is the digital exhibition. These contextualise and highlight particular strengths or unique materials. They place collections in a narrative which connects them with community and broader interests. They tell a story about the value of collections in terms of research, learning and community sensemaking.

老實說，我還看不太明白怎樣子才算是敘事性（narrative）或故事性（storytelling），不過從這三個網站及 Dempsey 最後提到的 University of Michigan Library 可以清楚看到，首頁並沒有一個大大的查詢框，設計元素也相當簡潔、乾淨，並不急於把它所有服務告訴使用者。網站上的用語也都特別貼心，如 Search box 上的 ”What can we help you find?” 或 ” Advice & support”。

延伸閱讀：

1. LorcanDempsey.net — The narrative website: from signposting to storytelling
2. Library Views圖書館觀點 — relational library? 你聽過嗎?