Articulate the importance of designing programs and services supportive of diversity, inclusion, and equity for clientele and employees

Introduction

According to the International Federation of Library Associations and Institutions (IFLA), and the United Nation’s Universal Declaration of Human Rights’ Article 19 (United Nations, 1948), intellectual freedom is a human right (Nye, 2017). However, the digital divide –the disparity between those able and unable to access modern information and communications technology (Hanna, n.d.)- has undermined this. To rectify this, information professionals (IP) must inspect their organizations for and adjust any structure that contributes to this injustice.

I say ‘adjust’ over more definitive terms, like ‘correct’ or ‘overhaul’, because diversity is not only typical of users but also of the IPs building and maintaining the information products and environments. It will take time for the changes they work towards to be noticeable, let alone be enough to address each instance of the digital divide as they develop over time.

These changes could be guided by designing systems and programs with the awareness that users and IPs will approach technology according to what impacts their levels of accessibility. Bookstores often also sell books through their websites. Their business practices should aim to promote a catalog that supports customers unused to searching online.

Patrons rely on public libraries to teach them how to use new technologies. In order to encourage staff buy-in and anxious users to participate, learning programs should use low-tech activities to teach higher-tech skills.

And finally, information architecture redesigns are most successful when the needs of intended users are taken into account. Creating user personas based on user research can help the design team be aware of possible digital disparities, persuade stakeholders to agree to designs that serve a wider audience, and eventual users to enjoy easier access to the information.

Computer skills and shopping online

Tools are rarely used as intended, and online shopping catalogs are approached in much the same way. However, this is not always due to individual search preferences; sometimes, it is because shoppers are on the side of the digital divide that limits their access to information technology which, then, hinders their ability to navigate a search engine or even work a computer.

Considering how people with under-developed computer skills may already have bigger problems like integrating with society or finding a job (Fairlie, 2012), it is the responsibility of IPs in any environment to understand this detrimental effect and redesign components in their search systems to combat it.

Library programs teaching technology

Being on the deprived side of the digital divide can hold users back in a variety of ways. Not only do they work on dated equipment that support only antiquated software, but in time may view their public services, like libraries bristling in technology, to not be made for them. This is the worst, when truth is libraries are evolving to be creative classrooms that are still staffed by mindful librarians ready to work with users on any level necessary. Library staff can be adversely affected, too, by such a mindset. Depending on their IP experience, they can forget best practices for serving their patrons, especially that whatever new technologies the library may offer will always be second to user needs.

Creating a learning program that uses low-tech to teach a higher-tech skill can re-educate both patrons and staff on how the library is there for everyone and should be accessible by all. The low-tech aspect would draw in users with its perceived ease, and staff would not feel overwhelmed with figuring out more complicated or labor-intensive ways to make higher-tech palatable. Both sides can finish the program having fun while learning something, users a new technology and staff their love of service.

User personas for successful information architecture

Outside of shareholders’ concerns and conditions, an information architecture redesign should be based on the intended users’ needs; there is no point to moving, adding, or subtracting things if not to make the product provide a better user experience. The user persona is an effective tool to this end (Miaskiewicz & Kozar, 2011). Using data gathered from research methods like surveys and card sorts, these fictional people are developed to represent ideal users of a specific product or brand.

Information architects, as IPs, have a responsibility to incorporate what they understand of those affected by the digital divide into their user personas so that their recommended product will meet the needs of every intended user, regardless of most tech-accessibility difficulties.

Evidence

INFO 246 – Information Architecture – Critique Findings Forum: an online secondhand bookstore

This was an assignment for INFO 246, Information Architecture, that evaluated an online bookstore specializing in second-hand books. I started by noting the similarities of its webpage format to other longer-established online bookstores, like Barnes and Noble (since 1997) and Amazon.com (1994). Each had a query box at the top to the left of the company logo and prominent links to editors’ picks, sales, and bestsellers. My conclusion for the online secondhand bookstore adopting such a web design was it had set the tone immediately for being a familiar place to find books.

However, such choices could also be weaknesses, because not every user is familiar with shopping online. There are those whose childhood caretakers might not have encouraged a digital lifestyle, or had not attended schools or were able to access libraries in affluent-enough neighborhoods that could provide computers and/or technology-related learning programs. Such users may use only the basic search, disregarding other options and miss out on book recommendations that could further develop their tastes or knowledge.

This assignment is evidence I understand how businesses need to be mindful of users affected by the digital divide, and design their websites in ways that offer the same user experience satisfaction as those who are more privileged in their access to modern information technology.

INFO 287 – The Hyperlinked Library – Action Brief: creative art and social media project

This was an action brief for INFO 287, the Hyperlinked Library, where I outlined a creative art and social media project to be held in public libraries. In one day, patrons will make shrinky-dinks of their favorite book covers and learn how to share them on social media.

I described the goals and objectives for both patrons and library staff. The first line was ‘Patrons will be reminded that our library is about them, not shiny technology’, because it sets the tone that users are most important. The community the project aimed to engage was people interested in social media –specifically technologically-challenged users- that only saw their libraries as full of books instead of fun places to learn. By creating and preparing such a program, staff could reenergize their love of service through their patrons’ joy. I also provided a thorough description of the project mission, guidelines, and policy, trial runs, budget and donations, fire safety, equipment, volunteers/staffing, training, promotion and marketing, and post-execution evaluation.

This action brief is evidence that I recognize the agency and responsibility of libraries to address the digital divide, through educating patrons about modern information technology and empowering staff to fight this unfairness.

INFO 246 – Information Architecture – User Personas for Information Architecture Redesign Report, a group project

This was the User Personas portion of a group project report for INFO 246, Information Architecture. In our information architecture redesign of a website, for our ‘client’ who sold oboes and related merchandise, my team included user personas as part of the user research portion of the report. Using my experience as a former musician, our analysis of the information as presented on the website, and my interview with the client’s listed oboe dealer, I crafted three personas to express the dynamic range of intended users the ‘client’ wished to serve.

The first was a school boy who was ready to excel his musicianship past the beginner’s level with a better oboe. Second was a professional performer who needed to replace her damaged one. And last was a retired musician who wanted a resource for his students at the community music center in Mexico. This persona’s main concern about recommending the website was that many of their students do not speak English very well. Would the site be intuitive enough for them to navigate? Would the labeling be clear enough to encourage their students to continue browsing? Could the site more clearly list an email address or add a direct message box for inquiries? Our recommendations in the report went on to address these issues.

This user personas portion of our redesign report is evidence I understand the potential information architects have in recognizing and bridging the digital divide for their clients’ intended users.

Conclusion

Bottom line, a library is for everyone, from patrons in need of learning, comfort, or a challenge, to IPs looking to help, teach, or just serve in the many ways they feel passionate about. And because intellectual freedom is a human right, other systems like websites must also be designed and developed to be accessible by all. We all come to the library, to the internet with our varied aspirations seeking more inspiration, to do this together. Endeavoring this future, I plan to remain unbiased in my IP career in order to figure out the true levels of comfort, accessibility, and command over technology of intended users. To retain this equitable ethos, I intend to volunteer at community centers, like libraries and food banks, which will develop my understanding for what can contribute to the digital divide.

References

Fairlie, R. W. (2012). The effects of home access to technology on computer skills: Evidence from a field experiment. Information Economics and Policy, 24(3-4), 243-253. https://doi.org/10.1016/j.infoecopol.2012.06.001

Hanna, K. T. (n.d.). Definition: digital divide. TechTarget. https://www.techtarget.com/whatis/definition/digital-divide

Miaskiewicz, T., & Kozar, K. A. (2011). Personas and user-centered design: How can personas benefit product design processes? Design Studies, 32(5), 417-430. https://doi.org/10.1016/j.destud.2011.03.003

Nye, V. (October 2, 2017). Why is intellectual freedom important? Intellectual Freedom Blog: The Office for Intellectual Freedom of the American Library Association. https://www.oif.ala.org/oif/intellectual-freedom-important/#:~:text=Article%2019%20in%20the%20UN’s,media%20and%20regardless%20of%20frontiers.%E2%80%9D

United Nations. (1948). Universal declaration of human rights. https://www.un.org/en/about-us/universal-declaration-of-human-rights

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