An Interview with Courtney McGee- Content Strategist @ The New York Public Library

Can you tell me a bit about your background?

Sure. I went to high school in rural Michigan and strangely enough we had an amazing technology program there. I got involved with video production and making daily news announcements.  I also got involved with Photoshop and web design. I was learning really great skills that you wouldn’t necessarily think would be happening in the early 90s in rural Michigan.  When I was getting ready to apply college, I thought I had to leave all that behind, and start getting serious with my academics.  I studied English, Religion, and History at Oberlin. I really enjoyed all of that and I thought I would be going to graduate school to study Theology.  I was looking for a job after I graduated because I was taking a year off in between undergrad and graduate school. I ended up in a small educational media company that sold VHS tapes and DVDs and were also starting a media on demand prescription service. They were looking for people with writing backgrounds to watch the videos, to cut them into more digestible clips, to write supplementary material, and all the metadata involved with that.

So, it was in this weird way that all the techy things I learned in high school, plus the writing skills I learned in college, were brought together. I didn’t think this type of job was a possibility back then. In 2003, online content and the strategy behind it all, in terms of what you are trying to create, was really just starting. I was really fortunate to fall into it early.  So, that is where my career started, making ten dollars an hour at a small educational media company.

 

How did you get to The New York Public Library (NYPL)?

I went into the educational media company thinking I was going to do it for a little bit and was still planning on applying to graduate school.  At work, I was using my left and right brain and really loved it.  I just stayed with it and then the company I was working for was bought by Discovery Communications.  That really gave me the opportunity to broaden my career to work in content strategy.

I learned so much, and did the corporate thing for so longfor about ten years.  It felt like I had grown as much as could where I was. I was looking for something new.  I thought switching to a nonprofit would be a great way to use the skills I learned in corporate, and be able to help somebody who was very mission driven.  

 

Can you briefly discuss who you work with at NYPL?

I am the content strategist and I work with a content editor.  We deal with the more “contenty” pieces.  We have two UX designers.  We also have an interaction designer- who is more focused on bridging the physical and digital experiences NYPL users have.  In the last year, we have increased user testing and research, so we have folks doing that.  We also have a person dedicated to accessibility, and making sure that the website is accessible to all users.

 

Can you briefly discuss your role at NYPL as a Content Strategist?

The thing about content strategy is that, it it is a very broad.  Some people think of it in terms of front-end and back-end. More of what I do is dealing with the back-end.  So, content modelling and information architecture. The work that is necessary to be able to put the content together for people to see.

 

Do you have a favorite project or can you talk about what you are working on right now?  I know that NYPL has just undergone a whole re-design of their website.  

So something newand what the public can see noware the beta search and beta blogs.  We are taking some re-design patterns and ideas that we launched last fall, and extending those.  

One thing you have to think about when working for a library is not only do you have information to convey to your users, (and we do that in very altruistic and mission driven way), but also the transactional experiences with the library.  We are starting to focus more on those transactional pieces.  For example, what is the catalog experience?  How are people checking out materials? How are they navigating through the catalog to find the information they need in a way that tries to get away from the traditional library catalog experience?  We are really thinking about our users and trying to meet them where they are. To try and get away from library speak and jargon, which is rooted in library science for a very good reason, but now trying to give the users what they need in a way they understand.  

 

What do you consider is the biggest challenge with your work?

I think there are lot of disciplines you can say this about, but I’m in content strategy so I’m biased.  I think because…well there are two things.  I think because everyone consumes content, and also because of the advent of the internet democratizing the creation of content, I think everyone thinks they are a content expert.  I never want to minimize anyone’s opinion or limit feedback, but sometimes it is hard to establish that authority and communicate the many reasons why (and the many behind the scenes reasons why) you hold a certain position on how things are being done.  And, why you want them to come more towards your side and see your point of view. A lot of times people may not understand what you do as an expert.  When people see pieces of projects in isolation they might want it in one particular way, but as a content strategist you need to communicate why it does need to be that particular way and not try to overwhelm people with the bigger picture.  

 

Do you do anything to keep up with what’s going in the field? Are you in professional organizations? Do you read blogs, publications, anything in particular?

Twitter has been huge since I got to the library.  When I was in the education field, Twitter was in my life, but now working with libraries it is so much bigger.  So much is out there.  Folks talking about accessibility and having interesting discussions about the politicalness of libraries.  I work with people who have amazing library backgrounds with advanced degrees and I am always reaching out to them. They attend a bunch of conferences everywhere.  The great thing is how everyone just pulls together and shares their knowledge with each other.  

 

Do you have any advice for those people starting off? What professional advice would you give your former self, let’s say 5 years ago?

I think I would tell myself to watch that line between insecurity and overconfidence.  To be able to strike that middle balance. As a content expert, I see the entirety of the system, and that may make me want to be over confident with what it is I assert. But that can come up against authority way higher up and that can instill insecurities in me.  So yes, really finding that middle ground and owning that space as a professional is important.

Advice I would give for other people starting out, especially right now, is to get involved with the community. There are so many good conferences, Confab for instance.  People are really interested in content and content strategy.  Learn lessons from other professionals, gobble up all the information out there that is so valuable and helpful because you aren’t alone.   There are so many sub-disciplines in content strategy and you can’t be a unicorn.  So, if content audit is something you need to do, but are not necessarily familiar with it, someone has written about it.  Go find that and learn from it.  Always be learning.  Just always be learning.  

 

What is your favorite thing about the work you do?

My favorite thing is kind of intangible.  It is that I am helping to empower the library to accomplish its mission in ways that are increasingly improving and meeting the users where they are at.  I love helping the library fulfill its mission.

I think of libraries as having this beautiful audience problem.  The audience is everyone from little tiny babies at a baby lap circle to folks who are in knitting circles. From all levels of literacy to doctoral students who are doing heavy duty research.  As a UX person, it would be great if we could narrow our audience, but we can’t. You really do have to think about how to serve everybody.   That is the great problem because the library is here for everyone.  That is the beautiful part of it.

Design Thinking: A Tool for Rehabilitation

Retrieved from: http://www.designingjustice.org/designing-from-the-inside-out

Design thinking, with its user-centric approach to problem solving, is being used as a tool to help facilitate reform within the United States prison system. Overpopulation due to mass incarceration, the racial and socioeconomic disparities of folks who are incarcerated, and high recidivism rates are just the tip of the iceberg when it comes to problems that currently exist.  While reform seems like a daunting task, different restorative justice programs are applying design thinking in an attempt  to rehabilitate folks who are incarcerated with the end goal of lowering recidivism rates.

So what exactly is Design Thinking?  According to the Neilsen Norman Group

          “The design-thinking ideology asserts that a hands-on, user-centric approach to         problem solving can lead to innovation, and innovation can lead to differentiation and a competitive advantage. This hands-on, user-centric approach is defined by the design-thinking process.”  

The process has 6 phases and is meant to be iterative and flexible, each phase can be revisited in order to maximize results.  Below is visual of the process.

Retrieved from: https://www.nngroup.com/articles/design-thinking/

The following are just two examples of how design thinking is being used as a tool in restorative justice initiatives.  

The Design Against Crime Research Center  uses design principles to create products that thwart crime.  They have partnered with others and started the Makeright Initiative bringing design thinking into Serco’s HMP Thameside prison.  The folks incarcerated in the facility are being taught design thinking as a process to create anti-theft bags.  They start by creating user profiles and continue with the iterative design thinking process in order to design anti-theft bags.  The program goals are twofold.  One is to give the students applicable skills for future employment opportunities to help create a more successful reentry.  The other is the thought that by learning the user centered process, which includes the designers ability to empathize with a user, the chances of re-offending will be lowered.  

In 2013 the Designing Justice + Designing Spaces (DJ+DS) started a  program called Designing for the Inside Out. The workshops teach design thinking to incarcerated folks across the country. The design goal is to create spaces where restorative justice practices and initiatives can held.   As in the Makeright Initiative the incarcerated folks are taught design thinking, given them a skill set that can be used for a more successful integration into society.  The workshop also gives future users of places, the incarcerated folks in the workshops,  a chance to design these places. It is taking the user-centered approach to an extreme literalness and giving the designers a true sense of agency within the restorative justice practice.     

In both of these examples, while the product is important, it not necessarily the only goal.  It the process one learns and how it can be applied throughout their life that is part of the rehabilitation. It’s the way a person has to change the way they think about the world, themselves, and other people, which makes it such a valuable tool for rehabilitation in restorative justice initiatives.  

To quote Carl Rogers, one of the founders of the humanistic approach to psychology

             “We think we listen, but very rarely do we listen with real understanding, true empathy. Yet listening, of this very special kind, is one of the most potent forces for change that I know.”  

The empathetic design process of design thinking being taught and how it can change a person’s perspective is where true opportunity to create change lies.  

 

 

Design Critique: Countable

Countable offers the American public a service to keep better track their government, their tag line being, “Your government, made simple”. Countable provides users with clear summaries of upcoming and active legislation. They offer services such as a streamlined process for users to voice opinions to their representatives and  a way to keep track of how representatives are voting.

One service Countable offers with excellent discoverability is the newsletter, clearly seen on the homepage.

The raised aspect of the SIGN UP button (shown below) gives the perceived affordance of clickability and the change of cursor shape when hovering signifies that clickability.

The Email Address box gives a perceived affordance for typing, through mimicking a text box, and the change of cursor icon when hovering over the box signifies to a user that they can type. The addition of an action word, such as “type” or “enter” would create a stronger signifier to users, without having to hover their cursor over the box.

The signup process includes constraints, as a user cannot move forward in the process without first entering a valid email.  The images below show the instant feedback, via popups, a user receives if they haven’t entered a valid email address.   

Once a valid email is entered and the SIGN UP button clicked, the button’s text changes to SUCCESS (image below) and the raised aspect of the button is changed to a flatter design. This instant feedback assures the user that they have achieved their goal of signing up for the newsletter.  

Feedback for success could be stronger by taking into account slips or mistakes that could have been made (ie. mistyping or entering the wrong email address). One way to do so would be to offer a popup, which asks the user to check for their inbox for confirmation. The image below is an example of what that popup could look like and is already used by Countable for membership sign up.  

 

A voting service is also offered to Countable members. Users are able to vote on bills and Countable sends the vote to the user’s representative, allowing their voice to heard.

Knowledge in the head is needed for this action, as a user must know that Countable offers this service. That said, discoverability is strong once a member is on a bill page (see below).

To vote a user must click on the YEA or NAY boxes.  The boxes are color coded (as a traffic light is) and include a check icon or cross icon, mapping those icons and colors to the intended action (relying on cultural knowledge in the world) and helps to further bridge the gulf of execution.

There is a perceived affordance for action (voting) as the bill is worded in the form of a question, implying a response is wanted.  This could be made stronger by changing the flat design of the YEA or NAY boxes to a raised button design (like the SIGN UP button previously discussed.)

Clickability is signified by the change of cursor icon when hovering over the boxes. Once a user clicks on their choice, positive feedback is instantly given in the form of a popup (see below) ensuring a user that the action they have taken has brought them closer to their goal.

When a user exits the popup sequence, they receive more feedback with the use of the grey scale on their opposing view (see below).  

Overall, this process has been streamlined quite successfully, with plentiful feedback to users, but it could be improved to take into account slips and mistakes.

Having a confirmation stating, “You are voting [YEA or Nay] on this issue, would you like to continue?”, with a small summary of what that opinion means, to the first part of the popup sequence would ensure a user voted correctly before moving forward (and the ability to change their vote if needed).

Countable is an excellent website offering a valuable service to the American public. They have taken on complicated subject matter and have made it accessible to their users, along with streamlining actions users can take to ensure their voices are heard. The suggestions above will only make Countable’s services stronger by helping to minimize slips and mistakes (with additions of constraints and feedback) and bridge the gulf of execution and evaluation more completely.