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Keep Your Promises for a Better User Experience
Computers in Libraries - Westport
Subjects: Web sites; Social networks; Library collections; Software upgrading; Trust; Web 2.0; User experience
Author: West, Jessamyn
Date: Mar 2017
Start Page: 9
Pages: 3
Section: Practical Technology
Abstract (Document Summary)

Arbitrary calendar dates are great for catalyzing deferred maintenance projects. The author's writing this in the first weeks of the new year. Past columns at this time of year have included suggestions for creating stronger passwords, checklists for better tech hygiene, and encouragement to block and ban bad actors in your social media streams. This year, the author suggests performing a Web site content analysis, particularly within your support and help pages. It's long been her assertion that poor tech support by large companies -- phone companies, cable companies, and Internet companies -- exacerbates the digital divide by inhibiting what the Pew Research Center calls "digital readiness." Pew states that users need to be technologically competent, but also intellectually discerning enough to know how and when to trust online information. Otherwise, they can't, or won't, take advantage of online learning opportunities and will continually need human assistance even in situations in which other forms of support are available.

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