Finding their way: How public library users wayfind

Abstract

A multi-method case study research design, guided by Passini's conceptual framework of wayfinding, was employed to investigate library user wayfinding behavior within the entry area of a medium-sized public library facility. The case study research design included document review of the library's wayfinding information system; unobtrusive observation of library user wayfinding behavior; intensive interviews with library users to discuss their views on wayfinding in the Library; and an expert review with library staff and a library wayfinding and signage expert to validate research findings. Overall, the study found library users' wayfinding behavior to be generally inconsistent over time, but that there are users who stick to predominant segments (those segments used heavily to connect two particular nodes, or stops). Those segments tend to be the straightest or most direct segments connecting two given nodes. Also, users appear to employ Passini's wayfinding styles more often than his wayfinding strategies, but additional research is needed that delves more deeply into these cognitive processes.

User wayfinding strategies in public library facilities

“…In a previous study (Mandel, 2013), strategies 1 and 2 were not observed or mentioned at all. This experiment suggests that public library users are employing these strategies, although to a lesser degree than strategies 4 and 5.…”

“…While some observed behaviors from the previous study (Mandel, 2013) fit into the framework of these five strategies, others did not. Additionally, interviewees were unable to articulate use of two of Passini's five wayfinding strategies when asked to recall their prior wayfinding experiences.…”

“…Very little research has been done that is based in theory or that aims to develop a working theory of library user wayfinding, thus limiting the generalizability of that research. A prior study began the process of testing applicability of a wayfinding theory to library patron wayfinding by investigating whether library patrons were making any use of Passini's wayfinding strategies (Mandel, 2013), but the study was inconclusive due to the use of unobtrusive observation and interviews, neither of which were able to capture patron's thoughts during wayfinding activities. Empirical research on wayfinding in libraries that is grounded in theory offers the chance to generalize findings beyond one library and its users to instead describe how users orient and navigate in libraries in general.…”

“…Mandel (2013) also recommends incorporating think aloud methodology to better understand participants' thoughts as those thoughts occur. Specifically, Mandel (2013Mandel ( , 2018 suggests that future studies using think aloud protocol could illuminate whether or not participants use Passini's wayfinding strategies as they wayfind, and if they do use Passini's strategies, which of the strategies they are using. Larson and Tatarka (2008) conclude that insight into patrons' thinking collected using think aloud protocol is a promising and, in fact, proven way to solve navigation and wayfinding problems by capturing user perspectives.…”

“…A study guided by Passini's conceptual framework of wayfinding (Mandel, 2013) was inconclusive due to methodological limitations. Passini's framework (1981) includes five strategies of wayfinding: 1) dividing the task into manageable parts while keeping an eye on the larger task at hand, 2) narrowing, 3) adapting and responding, 4) accessing one's schemata, and 5) gathering information and adapting accordingly.…”