Listening to the user: A case study
The managers of the NASA Scientific and Technical Information System consistently maintain that whatever scientific and technical information services and products are provided must be geared primarily to user needs and not simply system compatibility and convenience. A system evaluation study begun in 1973 and continued to the present is described. The thrust of this on-going examination is to regularly evaluate the usefulness of the present information system to those it is intended to serve, engineers and scientists working in their professional roles, and to identify areas and ways in which the system can be made more responsive to user needs. Techniques used have covered the range from personal, in-depth interviews to widely distributed questionnaires. The findings have been positive. Many refinements made to on-going programs and projects and new endeavors begun in direct response to stated user needs are discussed. In the main these needs are not unreasonable and thus can be responded to with cost effective system modifications.