Jinfo feedback - what to do when usage decreases
Jinfo Blog

By Robin Neidorf

Abstract

Robin Neidorf explains how Jinfo answered a recent customer query about a downward shift in database usage that was a threat to the service's potential to grow.

Item

We received a query from a customer who is experiencing a marked downward shift in database usage generally.

Such a shift could lead to cancelled services by some corporate libraries for failure to prove ROI. The fall-out could result in higher costs for everyone else because vendors want to retain their margins.

The customer suggested the downward shift could be due to free search on the open web, followed by article requests that they fill through those licensed databases or through document delivery on unsubscribed titles.

Another possible cause is that service users are increasingly impatient and do not want to learn "the ins and outs of a database's search structure".

Customer approach

To fix the problems of decreasing usage in databases, the customer is experimenting with website redesign to bring heightened awareness to its databases over the next 12 months "and then pull some plugs if the resources are still not being used enough to justify cost".

The customer also reports efforts are underway to rework "sections of our portal away from a list of databases and toward key attributes of each service and an alignment with company workflows".

But they concede that "because most databases have several attributes and the company many initiatives, this is no easy task".

Our recommendations 

We took this difficult question and were able to provide this feedback to the customer:

The approach you describe is helpful but you could benefit by taking it a step further.

1. You might consider creating a "List of 3" for different job functions

E.g: If you're a Job Title 1, these are the 3 databases we suggest to support your work: [list, with attributes of each].

2. Then, for each job title, create a one-page cheat sheet of the Top 3 or Top 5 tips to get value quickly from the database.

When you create cheat sheets, it's important to consider approaches that are:

• Similar to what users are already doing - don't try to completely change their habits

• Going to give them "good enough" as a starting point.

This is a hard balance for information professionals to hit because we want to teach "proper" search skills, but we really can't in this format. 

Key principles

To summarise this advice, the principles are: 

• Make it easy for users to identify themselves and their needs in the way you highlight resources

• Limit the list to no more than 5 (3 is better)

• Provide attributes, but also "here's how to get started"

• Market this new framework to the target group.

As a further tip, we'd suggest focusing on one segment of your portfolio of databases to start with, rather than trying to implement this across the entire collection.

Do you have a query? 

Responding to customer queries is something we're happy to do and that we answer on a regular basis, so feel free to send your questions to us.

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