National Criminal Justice Reference Service
Content and Interactivity
The NCJRS Web site makes the services of the traditional phone/publications clearinghouses available online, featuring topically organized content, publications, Questions and Answers (Q&A), in-depth Spotlights, related links, and conference information. Visitors can search or browse a Q&A repository, access over 185,000 publications in the library, and, all online, can contact subject matter experts for further assistance. The “Contact Us” page generates relevant context-sensitive Q&A, and a shopping cart application facilitates ordering of publications, CD’s, etc. Customers can register for notification via hardcopy, e-mail notification list or subscribe to listservs matching their interests.
Design, Usability and Accessibility
Visitors access content by searching or browsing the site. A site-wide federated search offers single access to multiple databases containing full-text publications, abstracts, related links, conferences, Q&A, and content spidered from related Federal Web sites. Content is tagged using a three-level taxonomy in the National Criminal Justice Thesaurus. Access to content is aided by A-Z topics, publications lists and “keyword” searches. Publications are typically accessible in ASCII plain text, HTML, or PDF formats. Help and online tutorial are available for first-time visitors to guide use of premier database product and for refining searches.
Evaluation and Metrics
The site is guided by a principle of continuous improvement based on customer feedback and external evaluation. Feedback is obtained through the American Customer Satisfaction Index, an online feedback form, and direct communication through the contact center. Additionally, the site was assessed by Forrester using a Web Site Review Scorecard. Content needs are continuously evaluated based on analysis of search data, as well as queries received at the contact center. Recent enhancements included auto-population of user-entered data for “Ask a Specialist” and “Calendar of Events.” A new design comp with friendlier fonts and layout is scheduled to launch this summer.
Wildcard Category
The website excels in the presentation and easy search of criminal/juvenile justice and statistics information, with reports and content designed to meet a broad range of interests in the justice information field. The NCJRS site is meets the information needs of customers who need a source of trusted content, but are not knowledgeable of Washington bureaucracy. The web site is managed solely by subject matter experts through the use of databases and a centralized Web-based content management system with limited assistance from IT staff.
