Oh What a Tangled Web We Weave? An Evaluation of Pennsylvania's Public Library Web Sites
for a Basic Level of Web Presence and Beyond
By Bonnie S. Powers
Introduction
Public libraries in Pennsylvania are at a critical juncture with regard to survival in light of
the dwindling state budgetary funds allocated to them for collection development, staffing,
programming, operations, etc. Often, a cut in state funding means a comparable cut in local
funding. It is important that during this time of hardship, libraries maintain a high profile in the
public eye and promote their value to their respective communities. One way to do this is by
maintaining a vital Web presence through an effective Web site. This study seeks to determine
how well Pennsylvania libraries are representing themselves on the Web.
Review of the Literature
Evaluating the effectiveness of library Web sites is not a new concept. One of the early
pioneers in this area, Mark Stover, together with Steven Zink, made a statement that still holds
true today:
As one of several professions vying for leadership in the information age, one
would expect librarians, whose task it is to 'package and present information in a
way that best fits the client's attention and knowledge,' to offer some exemplary
models of Web home pages.1
Stover and Zink conducted one of the first general evaluations of academic library Web
sites. Around the same time, Clyde conducted one of the earliest evaluations of public library
1
Stover and Zink, "World Wide Web Home Page Design: Patterns and Anomalies of Higher Education Library
Home Pages,"Reference Services Review 24, (1996): 8.
1
and school library home pages, using a random sample of 50 public libraries and 50 school
libraries from 13 different countries. 2
At the time of the Stover and Clyde evaluations, there was no established criterion for use
in measuring what makes a Web site effective. In the last 14 years, industry standards have been
developed for both Web site assessments in general, and specifically, for library Web site
effectiveness and evaluation. These standards include OCLC's Fourteen heuristics used in OCLC
heuristic evaluations3, based on Nielsen's Ten usability heuristics4; W3C Web Content
Accessibility Guidelines5; and the Research-Based Web and Usability Guidelines developed by
the United States Department of Health and Human Services.6 Guidelines and checklists for
evaluation have also been proposed, established, or adapted through surveys and studies in
addition to those of Stover and Clyde, including those of Alastair Smith, Helge Clausen,
Merolyn Combs, Roslyn Raward and Dorian Selz and Petra Schubert, and Steve Krug. 7 Not all
of these guidelines have been empirically proven. Many of the informal guidelines have been
proposed as a result of case studies conducted about the creation or redesign of a particular
2
Laurel A. Clyde, "The Library as Information Provider: The Home Page," The Electronic Library 14 (1996): 549,
WilsonWeb.
3
"Fourteen Heuristics Used in OCLC Heuristics evaluation," Online Computer Library Center, accessed October 9,
2010, http://www.oclc.org/usability/heuristic/set.htm .
4
Jakob Nielsen, "Ten Usability Heuristics," 2005, http://www.useit.com/papers/heuristic/heuristic_list.html .
5
"W3C Web Content Accessibility Guidelines (WCAG)," last updated December 11, 2008,
http://www.w3.org/TR/WCAG20/ .
6
"Research-based Web and Usability Guidelines," United States Department of Health and Human Services,
accessed October 9, 2010, http://www.usability.gov/guidelines/index.html .
7
Smith, "Testing the Surf: Criteria for Evaluating Internet Information Resources, "The Public -Access Computer
Systems Review 8, no. 3 (1997): 5, http://epress.lib.uh.edu/pr/v8/n3/smit8n3.html ; Clausen, "Evaluation of Library
Web sites: The Danish Case," The Electronic Library 17, no. 2, (1999): 83, doi: 10.1108/02640479910329527;
Combs, "Web Site Design for Public Libraries: A Marketing Tool for the New Millennium," Australian Library Journal
48, no. 2 (1999): 117, Wilson Web ; Raward, "Academic Library Web Site Design Principles: Development of a
Checklist," Australian Academic and Research Libraries 32, no. 2, (2001),
http://www.alia.org.au/publishing/aarl/32.2/full.text/raward.html ; Selz and Schubert, "Web Assessment—A
Model for the Evaluation and the Assessment of Successful Electronic Commerce Applications," Electronic Markets
7, no. 3, (1998), http://www.electronicmarkets.org/issues/volume-7/volume-7-issue-3/v7n3_selz0.pdf ; Krug,
Don't Make Me Think!: A Common Sense Approach to Web Usability, 2nd. ed. (Berkeley, California: New Riders,
2006).
2
library or library system's Web site like those described by Kaye Balke, Jennifer Duncan and
Wendy Holliday, and Laura Manzari and Jeremiah Trinidad-Christensen. 8
There are also structured groups and organizations dedicated to determining best
practices for Web site assessment and best methodologies for measuring assessment. These
groups include the Digital Library Federation, which conducted a survey of its members about
the types of assessments different institutions were using;9 MCCAWS (Making a Commercial
Case for Adopting Web Standards), which has developed a Web Standards Primer containing
information "every Web site owner should know about standards";10 and the Usability
Professionals Association (UPA), promoting usability concepts and techniques worldwide.11
There is no one, single set of criteria for use in evaluating all aspects of the effectiveness
of a Web site and many methods of evaluation may be employed, including heuristic (expert)
evaluation, usability testing, accessibility checking, and information architecture assessment.
Different instruments may also be used to measure within each method such as focus groups,
card sorting, surveys, user scenarios user panels, and interviews12, among other variations on
8
Balke, "Overdue for an overhaul: The Redesign of Durham County Public Library's Web Site" (master's paper,
University of North Carolina at Chapel Hill, 2007), accessed April, 2010,
http://etd.ils.unc.edu/dspace/bitstream/1901/399/1/kayebalke.pdf (link discontinued); Duncan & Holliday, "The
Role of Information Architecture in Designing a Third-generation Library Web Site," College :& Research Libraries
69, no. 4 (2008): 308, WilsonWeb; Manzari and Trinidad-Christensen, "User-centered Design of a Web Site for
Library and Information Science Students: Heuristic Evaluation and Usability Testing," Information Technology and
Libraries 25, no. 3 (2006): 163, WilsonWeb.
9
"Usage and Usability Assessment: Library Practices and Concerns," Digital Libraries Federation, accessed October
9, 2010, http://www.clir.org/pubs/reports/pub105/section2.html .
10
"What every Web Site Owner Should Know About Standards: A Web Standards Primer," MACCAWS…Making a
Commercial Case for Adopting Web Standards, last modified February 25, 2009,
http://icant.co.uk/webstandardsforbusiness/pmwiki.php/Main/MACCAWS-Primer .
11
Usability Professionals Association (UPA), accessed October 10, 2010, http://upassoc.org/ .
12
Peter Hepburn and Krystal M. Lewis, "What's in a Name? Using Card Sorting to Evaluate Branding in an Academic
Library's Web site," College & Research Libraries 69, no. 3 (2008), 242, WilsonWeb.; Clausen, Danish Case, 84; Ruth
Sara Connell, "Survey of Web Developers in Academic Libraries," The Journal of Academic Librarianship 34, no. 2
(2008): 121, WilsonWeb; Hong and Kim, Architectural Criteria, 337; Jeanie M. Welch, "The Electronic Welcome
Mat: The Academic Library Web Site as a Marketing and Public Relations Tool," The Journal of Academic
Librarianship 31, no. 3 (2005): 225, WilsonWeb.; Balke, Overdue for an Overhaul, 16.; Mignon Adams and Richard
M. Dougherty, "How Useful is Your Homepage? A Quick and Practical Approach to Evaluating a Library's Web Site,"
3
these instruments. Paul Jaeger found that a combination of complimentary evaluation methods
affords the best site assessment13. Jinwoo Kim and Junwong Lee also pointed out that "the
effectiveness of specific evaluation criteria may vary significantly between different types of
websites."14 While most of these methods employ the use of more than one evaluator—a group
of people other than the authors—Stover and Zink, Clyde, and Coombs acted alone as authorevaluators15. Raward adopted a modified heuristic usability checklist based on Keevil's Web
Usability Index Checklist as an instrument specifically designed to be administered by a single
evaluator. Raward points out that one disadvantage of using only one evaluator is that "bias
could be introduced into the interpretation of the questions used in the checklist and the answers
given."16 Bias was reduced in the Raward study by using questions that required a Yes or No
answer; conducting pilot evaluations; and by having the questions checked by experts.
While much of what can be found in the literature comes from studies done in academic
environments, in addition to the early Coombs and Clyde studies, which evaluated public
libraries. Balke, in her Master's Paper, conducted a redesign of the Durham County Public
Library site using the Library, first, as a case study to critique the original Web site, then using
the critique to propose a new design. Using all available research, guidelines and established
College & Research Libraries News 63, no. 8 (2002): 590,
http://vnweb.hwwilsonweb.com/hww/jumpstart.jhtml?recid=0bc05f7a67b1790e1916ca00094d315a1df7638483c
9ddc40ab385963ab8f89f2eff033df5909d52&fmt=H PDF:
http://vnweb.hwwilsonweb.com/hww/jumpstart.jhtml?recid=0bc05f7a67b1790e1916ca00094d315a1df7638483c
9ddc40ab385963ab8f89f2eff033df5909d52&fmt=P.; Duncan and Holliday, Third-generation Library Web Site, 301.
13
Paul T. Jaeger, "Assessing Section 508 Compliance on Federal e-Government Web Sites: A Multi-Method, UserCentered Evaluation of Accessibility for Persons with Disabilities," Government Information Quarterly 23 (2006),
http://vnweb.hwwilsonweb.com.navigatorclarion.passhe.edu/hww/results/results_single_fulltext.jhtml;hwwilsonid=3FSXQYPA0PL3FQA3DIOSFF4ADUNGIIV0
14
Jinwoo Kim and Jungwon Lee, "Critical Design Factors for Successful E-Commerce Systems," Behavior and
Information Technology 21, no. 3 (2002), WilsonWeb
15
Stover and Zink, World Wide Web Home Page Design, 7; Clyde, The Library as Information Provider, 549;
Coombs, Web Site Design for Public Libraries, 117.
16
Raward, Academic Library Web Site Design Principles, 3.
4
criteria pertaining to the characteristics of good Web design, Balke identified critical criterion for
the Web site redesign project as follows: visual consistency, efficient maintenance, hierarchical
information architecture, persistent, content-revealing global navigation, separation of content
from presentation, and adherence to accessibility guidelines. 17 She then established two
evaluation criterion to be used to evaluate the Web page redesign: (a) an evaluation based on
W3C standards, W3C Content Accessibility Guidelines (WGAG), and Section 508 compliance
using selected automation evaluation tools; and (b) a modified version of the scenario evaluation
method used by Menno de Jong and Leo Lentz18 using an evaluation instrument including three
scenarios with three information-seeking tasks per scenario. The same two library staff members
(evaluators) rated the original and new designs for visual consistency, navigation, and
findability. As part of the study, the author first conducted a qualitative evaluation of the original
Web site concentrating on information architecture, navigation, visual consistency, accessibility,
and workflow.
Still other authors have focused on the more difficult-to-measure, more subjective
question of what makes a good Web site. Brian Matthews proposed ten essentials for any library
site (promotion, segmentation, visual cues, inspiring photos, search boxes, mobile-friendly
pages, feedback, redundancy, analytics, and an easy way to ask for help) and went on to state
that libraries should:
be aware of the message your library's web site sends. If the homepage is
confusing, then patrons will undoubtedly perceive the library to be complex. If
the site is filled with links and widgets, then users might feel overwhelmed or
17
Balke, Overdue for an Overhaul, 17.
Jone and Lentz, "Scenario Evaluation of Municipal Web Sites: Development and Use of an Expert-focused
Evaluation Tool," Government Information Quarterly 23, no. 2 (2006): 191, WilsonWeb.
18
5
frustrated. If the design looks out-of-date, the patrons will likely feel that your
library is also behind the times.19
Marshall Breeding, who stated that he does not consider himself to be an expert on the
aesthetic aspects of Web design or usability, is a strong believer in coding Web pages to
standards with valid HTML analogizing that "After all, we wouldn't want records in our library
database that didn't properly conform to MARC standards."20 Breeding also believes that
standards-compliant pages will migrate well and be much more likely to display correctly and
consistently for site visitors.
Davidson and Yankee emphasized the difference between testing and evaluating a
Web site:
Within an application that relies on qualitative measure, such as an ease of
searching, ability to locate items, and satisfaction with search results, testing is
much less important than the effort involved up front in design… Use a test [only]
if you want to improve a performance standard, such as time to complete a task, or
if you need to obtain quantitative information. Otherwise, collect quantitative data
through evaluation.21
The authors go on to state "remember—you are evaluating the interface, not the
participant's ability to perform the tasks…it's a test (or evaluation) of the interface, not of them"22
19
Matthews, "Web Design Matters," Library Journal 134, no. 3 (2009): 24, WilsonWeb .
20
Breeding, "Web 2.0? Let's Get to Web 1.0 First," The Systems Librarian 26, no. 5 (2006): 31, WilsonWeb
Susanna Davidsen and Everyl Yankee, Web Site Design With the Patron in Mind: A Step-by-Step Guide for
Libraries (Chicago: ALA Editions, 2004), 101.
22
Davidsen and Yankee, Web Site Design, 104.
21
6
In creating the 2020 Vision for Idaho libraries, and in order to determine the current
status of public library Web sites statewide, the Idaho Commission for Libraries (ICFL) created a
working definition of a web presence as "a vital website that provides information about or
access to library services"23 and went on to establish criteria for a basic level of web presence for
public libraries. The ICFL then went about reviewing each of the 104 Idaho public libraries.
Only five library websites met all the criteria for a web presence.
There are as many opinions as to what factors are most important in Web site evaluation
as there are Web sites. There are many sets of criterion. There are numerous methodologies that
can be employed. However, for the purposes of this study, the criteria established by ICFL will
be used to determine how many Pennsylvania libraries' Web sites maintain a basic level of Web
presence. The study will also evaluate the Web sites based on additional criteria derived from
industry and research-based standards, like those used by Matthews, Raward and Balke. Simply
put, "because of its importance, we need to know more about the effectiveness of library Web
sites, how they are used, what features our users like, and what is confusing to them."24 A broad
evaluation with a strong foundation in the literature will provide a snapshot of where public
library Web sites in Pennsylvania stand today, which will provide a basis for further evaluation
and suggestions for overall improvement.
Methodology
23
Gina Persichini, Michael Samuelson and Lisa Bowman Zeiter, "E-Branch in a Box: How Idaho Libraries Created an
Easy and Sustainable Web Presence," PNLA Quarterly 72, no. 2 (2008): 6, WilsonWeb
24
Adams and Dougherty, How Useful is Your Homepage, 590.
7
Using the definition established by the ICFL, this study will define "Web
presence" as "a vital Web site that provides information about or access to library services."25
Using the criteria identified by ICFL, the author developed a checklist for use in evaluating the
Web sites (Appendix A). The first ten criteria identify what is necessary to meet the standard for
having a basic level of Web presence as follows:
Library name
Library address (both physical and mailing)
Library phone number
Online contact (email address or online contact form)
Hours of operation
Library board members names
Link to the online catalog
Link to statewide collaborative services
Description of library services available to patrons
Current site content indicated by a date when last updated or last reviewed
Criteria 11-18 identify additional, desirable features of a "good" Web site, such as
those identified by Matthews26, including:
Mixture of text and images
Library events being promoted on the page
Search box present
Place to provide feedback about the site
25
26
Persichini, Samuelson and Zeiter, E-Branch in a Box, 6.
Matthews, Web Design Matters, 24.
8
Free from spelling or grammatical errors
Place to ask for help
Image or icon or other graphic used to represent the library
Site employs some Web 2.0 technologies like blogs or wikis or reference to a
social networking profile
Using information provided by the Institute of Museum and Library Services
(IMLS)27 , the author downloaded the names and other data for 629 points of contact (public
libraries in Pennsylvania, including central and branch libraries) to use in drawing a random
sample for evaluation. Using the Sample Size Calculator28 with a confidence interval set at 95%
and a confidence interval set at 4, the random sample size was set at 305 of the 629 library points
of contact. Using a coin toss to determine odds or evens, the author began the evaluation with
number one on the list, looking at every other library until the 305 random sample set was
achieved. If a library on the list did not have a Web site, or a functioning Web site, the author
skipped to the next odd-numbered library on the list, going back to fill in as needed with evennumbered libraries. All Web sites were viewed between April 17, 2010 and October 2, 2010. The
author used a Y or an N to code the Yes or No answers. The coded data was entered into an
Excel spreadsheet. In addition to the coded data entered for 1-18, if the answer to number 10 on
the checklist (current site indicated by a date when last updated or last reviewed) was yes or Y,
the author noted the date of the last update as well as the date the site was viewed. An additional
27
"Library Statistics," Institute of Museum and Library Services, accessed October 10, 2010,
http://harvester.census.gov/imls/search/library_list.asp?LibraryName=&LibraryID=&Address=&City=&State=PA&Zi
p=&Distance=&County=&PhoneAreaCode=&Phone=&Librarytype=CE&Librarytype=BR&ResultSetNumber=1&LibTy
pes=CE%2CBR&StateSelectedIndex=39 .
28
"Sample Size Calculator," Creative Research Systems, accessed October 10, 2010,
http://www.surveysystem.com/sscalc.htm .
9
column indicates the author's subjective categorization of the complexity of the Web site with
"S" standing for a site that is part of a larger, library system site; "M" standing for "minimal" for
a site with between one and four pages and few, if any, links; and "L" representing libraries with
sites consisting of more than 4 pages, several layers deep, with many links. This data is included
on the spreadsheet for informational purposes only and was not included in the author's analysis
of the Y/N coded criteria.
Data Analysis Results
Only 5% (16 out of 305) of Pennsylvania's public libraries meet the standard for
basic level of Web presence. Eighty-eight percent of libraries meet at least 7 out of 10 criteria
(see figure 1), while 37% meet at least 5 out of 8 beyond basic criteria (see figure 2), and 15%
meet at least 15 out of 18 total criteria evaluated (see figure 3).
Only 1 library out of 305 meets all 18 criteria. Only one library didn't meet criteria
number one (name), making that the highest rated category in the first ten criteria (99.7%).
Twenty percent of libraries meet criteria number ten (current site content indicated by date),
making that category the lowest rated in the first ten criteria, while only 42% list library board
member names (#6). However, 43% of libraries are using some form of Web 2.0 technologies on
their sites (Facebook, MySpace, YouTube, blogs, RSS subscription, etc.). The highest rated
category in 11-18 was having no grammatical or spelling errors (93%), while the lowest rated
category in 11-18 was having a place to ask for help (30%). Eight out of ten of the highest rated
categories were categories in the basic level range, while two categories from 11-18, number 15
(grammar and spelling) and number 12 (promotion of library events), rounded out the top ten
highest rated categories. (See Figure 4 for a graphic summary of the evaluation criteria results.)
10
Figure 1
Figure 2
11
Figure 3
12
Figure 4
Criteria Key
1-Library name
9-Online contact
17-Help
2-Address
10-Services
18-Date
3-Hours
11-Image or icon
4-Phone number
12-Text & images
5-Grammar and spelling
13-Web 2.0
6-Link to catalog
14-Board member names
7-Events promotion
15-Feedback
8-Collaborative
16-Search
13
Observations
The data analysis reflects that a significant number of public libraries in Pennsylvania are
not meeting the standard for a basic level of Web presence. The data also reflects that a
significant number of libraries are not paying attention to features beyond the basics that would
enhance the content and appearance of their Web sites. Thirty-two percent of libraries are not
describing services available to patrons. Twenty-eight percent do not have a point of online
contact—either an email address or form. Considering that whoever is looking at the site is
online, there should be a way for that potential patron to communicate with the organization via
the Web. Most libraries are promoting events, statewide collaborative services, and the online
catalog (if there is one). But a significant number do not make mention of these important
features on their Web sites.
In addition, what the data analysis does not reflect, but which the author noted upon
evaluation of the Web sites, is that a significant number of public library Web sites are
rudimentary—under-developed and out–of-date with respect to current Web technologies and
lackluster in appearance and difficult to navigate smoothly. While 64% of libraries do use some
sort of image or graphic to represent the library on the Web site, the overwhelming majority of
those images are simply photographs or drawings of the library itself. Few are using any kind of
branding. The author noted that few are using HTML validated text. Many are not utilizing
hyperlinks. Sometimes the information being sought by the author/evaluator was there, but very
difficult to find.
Unfortunately, there are many more examples of bad Web sites than there are stellar
ones. However, the Web sites that stand out—including many of those that meet at least 15 out
of the 18 criteria—have many things in common. Upon first glance, the Web site looks
organized, polished, and professional and conveys the message that the library is also organized,
14
polished, and professional. There is no initial confusion about where to find information, and
since libraries everywhere are striving to attain leadership positions in this age of information
that is no small accomplishment. The best sites convey the image of the library as being an
accessible source for retrieving usable information while being technologically up to date.
The best sites not only contain all or most of the information set forth in the evaluation
criteria, but they are also easy to navigate with clear headings and links and several ways to find
information. The author selected four sites that exemplify the qualities of a good Web site. Three
of the four chosen are the only three that met either 17 or 18 out of the 18 criteria. The sites that
met 17 elements were both lacking the same element—current site content indicated by a date
when last updated or reviewed. The fourth site meets 15 out of 18 criteria (lacking a date of
review, a search box and a place to ask for help). These sites are: Green Tree Public Library
(http://www.greentreelibrary.org/discover.html); Carnegie Library of Pittsburgh
(http://www.clpgh.org /); Pike County Public Library (http://www.pcpl.org/ ); and West Pittson
Library (http://www.wplibrary.org /). Of these sites, the author will take a closer look at Pike
County using the evaluation checklist.
The name of the library is prominent, along with a symbol representing the library
(branding) instead of a photograph of the building. The address, phone number and email contact
are clearly listed at the bottom of the page. Branches and hours can be found in the "About us"
drop-down menu. Library board member names can be found in the same menu under
administration. There is a drop-down menu with links to the catalog and other resources as well
as state-wide collaborative services like Ask Here PA and Power Library, along with a search
box at the top of the page to search the catalog from the home page. Programs and services can
be found via the drop-down menu under "About us" (Programs and services A-Z) as well as via
15
the site map, which is linked at the bottom of the page. Although there is not a date of last update
noted, it is clear from the calendar on the home page that the site is current. There is a mixture of
text and images on all pages and library events are clearly and conspicuously being promoted on
the home page. There is a search box at the top of the page that can be used to search either the
catalog or the events and news sections of the site. There is a "suggestion box" feature to provide
feedback and a clear link to "Ask a Librarian 24/7" to ask for help. The site is free from obvious
grammatical or spelling errors. The site features on its home page a link to its Facebook profile
and a patron can "like" Pike County Library right from the home page. The site has a link at the
bottom for "blogs". Clicking on the link brings up a pop-up window that says "coming soon!"
which informs the user of the library's intention to create blogs in the future even though none
are present at the moment. There are no broken or outdated links.
In addition to meeting virtually all of the basic and beyond evaluation criteria, on its
homepage, the site has a site map, the ability to change font size for viewing, a link to the library
newsletter, a PayPal donation link, a place to sign up for the email mailing list, mission
statement, suggested materials, comprehensive drop-down menus with links to a wide variety of
resources for adults, children and teens. The site is not confusing, is pleasing to the eye, and easy
to use.
Limitations of the Study
As noted by Raward, one disadvantage of using only one evaluator is that "bias could be
introduced into the interpretation of the questions used in the checklist and the answers given."29
However, also noted, is that using questions that require only a yes or no answer can reduce this
bias. There is some subjectivity involved with answering questions such as whether "services"
29
Raward, Academic Library Design Principles, 3
16
were described on the Web site or "a place to ask for help" or "is there a mixture of text and
images". These require subjective determination as to what are "services", what defines a "place
to ask for help" and how many images are required to constitute a "mixture of text and images".
However, the criteria evaluated for a basic level of Web presence (1-10) require much less
subjective evaluation than the criteria 11-18. Checking for spelling and grammar was done by
looking at two pages of content; therefore, the author did not check every page of every site for
correct spelling and grammar. While the author made a diligent effort to seek out every criterion
for every library evaluated, some features that were in fact present could have been overlooked
and marked as not being present. However, if a criterion such as "a place to ask for help" was
that hard to find, it is not being used in a way to best serve patrons anyway. Also, Web sites are
fluid, constantly (hopefully) changing. The author looked at each site at one specific point in
time. Something on the site could have been changed the very next moment after having been
evaluated. Finally, because branch libraries were included in the data set as separate points of
contact and many branch libraries do not have individual Web sites but are instead a page or
blurb on a larger system's Web page, the same site was viewed multiple times, but from different
vantage points. Carnegie Library of Pittsburgh and the Free Library of Philadelphia are two such
systems.
Conclusions and Recommendations for Future Studies
Most public library Web sites are in need of renovation. Libraries are missing an
important opportunity to put their best faces forward on the Web. Libraries and librarians—
whose job it is to provide access to information—should be providing better access to their own
libraries' information. The ten criteria for a basic level of Web presence provide a starting point
for self-evaluation by libraries. The beyond basic criteria provide additional, desirable elements
17
of an effective Web site for libraries to consider including on their home pages. This study
provides a snapshot of where public libraries in Pennsylvania stand today on the Web. Future
studies might focus on evaluating the complexity of public library Web sites or the use of
validated HTML text. Future studies might also consider the library's Web presence measured
against library size, service area, budget or location.
Unfortunately, the current economic climate does not provide public libraries in
Pennsylvania with the funding necessary to cover all their bases. Understandably, many seem to
have put Web design on the backburner. However, a vital, effective Web presence could be one
key to elevating the profile of public libraries in the eyes of potential patrons. With hours and
staff being cut across the board in Pennsylvania, the Web site is one way in which the library can
remain open, unstaffed, 24 hours a day. A robust Web presence could make a difference in ways
that would justify the cost of renovation and maintenance of the site. Untangling the Web and
meeting a basic level of Web presence and beyond are goals worthy of all Pennsylvania public
libraries to seek to achieve.
Appendix A
18
Checklist for Use in Evaluating Pennsylvania Public Library Web Sites
Criteria for a basic level of web presence:
Yes
No
____
____
1.
Library name
2.
Library address, both physical and mailing (including
branch Information if applicable) _____ _____
3.
Library phone number
_____ _____
4.
Online contact (e-mail address or online contact form)
_____ _____
5.
Hours of operation
_____ ______
6.
Library board member names
_____ ______
7.
Link to the online catalog
_____ ______
8.
Link to state-wide collaborative services _____ ______
9.
Description of library services available to patrons
_____ ______
10.
Current site content indicated by a date when last
updated or last reviewed
______ ______
Criteria for evaluation beyond the basics:
11.
Is there a mixture of text and images?
_____ ______
12.
Are library events being promoted on the page
_____ ______
19
13.
Is there a search box present?
_____ ______
14.
Is there a place to provide feedback about the site
______ _____
15.
Is the site free from spelling and/or grammatical errors?
_____
16.
Is there a place to ask for help?
17.
Is there an image or icon or other graphic used to
represent the library?
18.
_____
_____ _____
______ _____
Does the site employ any Web 2.0 technologies like
blogs or wikis or reference to a social networking profile?
_____ _____
______________________________________________________________________________
Bibliography
20
Adams, Mignon, and Richard M. Dougherty. "How Useful is Your Homepage? A Quick and
Practical Approach to Evaluating a Library's Web Site." College & Research Libraries News
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