Heuristic evaluation applied to library web services

Purpose - The purpose of the paper is to present usability heuristics for the evaluation of public library web services. Design/methodology/approach - Heuristics for library services are based on Nielsen's classical list of heuristics and results of previous usability research of library web services. A total of 15 public library web sites were evaluated on the basis of these applied heuristics. One part of the study was supported through usability tests. The results of these studies were utilized to evaluate the applied heuristics. Findings - The applied heuristics are divided into three categories: heuristics critical from the usability viewpoint; heuristics concerning major problems; and heuristics connected to minor usability problems but still important and concerning conventions of web design. The use of the heuristics and the results they give are evaluated to provide a basis for their use in future. Research limitations/implications - The applied heuristics lists have been tested in two different studies, and the combined list based on them has so far been utilized in practical evaluation, but has not been formally tested. Practical implications - The heuristics for library web services presented in this paper can be applied to usability evaluation of public library web services. Originality/value - Library web sites should be user friendly, because the services are meant for all citizens. The applied heuristics for public library web services provide a starting point for usability evaluation that can be continued with other methods.