Product Features
of the Web Site

Special features and benefits give value to the site for your users.

What do users expect?

Special features and benefits of library products and services create value in the minds of customers. The value of a web site to a user is determined by the following:

• Quality - users will compare the quality of the library's web site to commercial sites.

• Performance - the web site needs to meet industry standards for performance, the amount of time pages take to load, for example.

• Durability - users want to be able to count on a site that always has what they need and doesn't change frequently.

• Reliability - the site should be free from technical problems and work the way users expect it to work.

• Image - the site should project the image that market research has shown users will be comfortable with and will be attracted to, and the site should promote the correct image of the library.

• Trends - web sites are dynamic and quickly outdated, technology changes and user expectations also change.

• Accessibility - the site should be easy enough for beginners, accessible by those with special needs, and possibly available in other languages if needed in your community.

• Availability - the site needs enough bandwidth to support usage demands.

On the site

In addition to quality, reliability, etc., the site must have content your users want. Internet services and products that your library can offer or promote on the web site include:

• Version for non-English speakers in your community
• Ask a Librarian reference services or email reference
• Homework Now, Read This Now, Know It Now
• Online catalog, renewals, personal accounts
• Overdue notices by email
• eBooks
• eNewsletters
• Connections to networks, including regional networks and OPLIN.
• Mailing Lists
• Virtual tours or photo galleries
• Wikis for topics of local interest
• Reader's advisory blog
• Children's story podcasts
• Chat with staff
• Access to library MySpace or Facebook, other online communities
• Photo sharing, slide sharing, Flickr
• Online pathfinders
• Localized content for topics of interest and related Internet links
• Calendars
• Opinion polls, feedback, and comment forms
• Purchase suggestion forms
• Tax forms
• Newsletters
• Tell a Friend about pages by email
• Community bulletin boards
• Search engines for the site
• Access to regional and state-wide catalog
• Download video and audio files
• Gaming
• RSS feeds for rapidly changing content

There are many more ideas! The key is to avoid gimmicks, trends, or staff favorites unless that's what you have learned through research that your customers want, too! See examples from Ohio library web sites in Module 6 on the mission, process, products, place, and promotions pages.

Library users expect value from a web site: good performance, reliability, durability, quality, appealing appearance -- and a wide variety of features and options that enhance access to library resources and increase availability and accessibility.

Use the Directory of Web Accessible Ohio Public Libraries to examine at least five Ohio library web sites.

• Do the sites have features that you believe users will be looking for the most?

• What examples of features do you think strongly contribute to the image of the library as a community service?

Promotion