Just Because It’s Called Access Services Doesn’t Mean They Can Access It! What Usability Testing of Library Systems Reveals About Access Services Websites
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At Cornell University Library (CUL) the majority of tests conducted by the CUL Usability Group focus on assessing student interaction with research-related systems (finding books in the catalog, locating articles, etc.), while few address the findability of access services information. To measure the usability of access services web content, I drew on two sources of data: chat reference transcripts and existing usability tests of CUL websites. This presentation will outline the results of my research and illustrate how users are locating and interpreting access services information.