Interactive systems are defined as the system that has the ability to offer improved interactions between the system and the human/user. There are Human Computer Interaction (HCI) principles that are defined and the design of these systems is tested on the basis of the same. The primary aim of any interactive system is to make sure that the level of user interaction and the resulting user experience from the system is excellent. There are several such systems that are used on a daily basis. One of such interactive system is Automatic Teller Machine (ATM) (Horsky et al., 2010).
ATM is an interactive system or a machine that dispenses the cash and allows the account holder to perform numerous other banking activities with the aid of an ATM card that is issued to the account holder. The set of operations that are performed by an ATM are critical as it is necessary to make sure that reliable response is provided to each of the user action. The information sets that are stored in an ATM are also critical as the mishandling of the information may lead to a direct implication on the financial state and activities associated with a particular account. The report covers the user testing of an ATM and covers the use cases and their description, evaluation methodology, evaluation, and key findings (Zhang, Maron and Charles, 2013).
|
Use Case |
Use Case Description |
|
System Start-up |
The operator and the ATM will be the actors involved and the system will start when operator presses ON button so that the connection to the bank is established. |
|
System Shutdown |
The operator and the ATM will be the actors involved and the system will shut down when operator presses OFF button so that the connection with the bank ends. |
|
User Session |
The customer/account holder and ATM will be the actors and the session will start when the ATM card will be inserted in the slot and will end when the “End” button is pressed. |
|
Withdrawal Transaction |
The customer/account holder and ATM will be the actors and the transaction will include the dispensing of the cash from the machine as per the value entered (Orfanou, Tselios and Katsanos, 2015). |
|
Deposit Transaction |
The customer/account holder and ATM will be the actors and the transaction will include the depositing of the cash to the account. |
|
Transfer Transaction |
The customer/account holder and ATM will be the actors and the transaction will include the transfer of money from own account to another account (Bangor, Kortum and Miller, 2008). |
|
Inquiry Transaction |
The customer/account holder and ATM will be the actors and the transaction will include inquiry about the account balance, location of the bank, account statement, etc. |
|
Invalid PIN |
The customer/account holder and ATM will be the actors and no transactions will be allowed in case of entering wrong PIN. Also, the card will be blocked after three invalid attempts (Lewis and Sauro, 2009). |
The testing process that will be followed to test the ATM will be a phased approach. The testing will be carried out in the phases as planning, execution, control, and closure.
It will be the first level of testing and evaluation that will be performed on the system. There are various modules and components that are associated with an ATM. It would be essential to make sure that the individual components work correctly so that the overall machine may perform as per the expectations. The test data will be used in this case which would be dummy data and the unit test cases will be executed. The highlighted of the major defects and deviations will be done in this process (Hooda and Singh Chhillar, 2015).
Once every unit will be individually tested, then the units/modules will be combined with each other to perform specific set of tasks. The integrated units will be tested as groups to make sure that the entire segments behave as per the expectations. There will be different scenarios that will be involved in this evaluation process and the execution of the activities will be done on the basis of the scenarios identified. For example, withdrawal transaction will be one of the scenarios involved which will be used to evaluate all the withdrawal operations of the ATM.
It is the evaluation methodology which will test the functional aspects of the ATM. In order to ensure that the system is interactive, it would be essential to validate and verify that the system as a whole works as per the expectations and requirements. Each of the integrated units tested in the above process will now be evaluated as a single unit. It would be essential to be carried out since all the operations are interconnected with each other. For example, if a user wishes to withdraw cash from an ATM, then the start-up scenarios, user session test cases, PIN extension along with the withdrawal transaction activities will be involved. The combination of such different scenarios will be validated and verified in this process so that the complete system may be evaluated (Flores and Polo, 2010).
There are a number of non-functional requirements of the system that need to be evaluated to understand the interactivity and the responsiveness of the system in different conditions. The primary goal of this procedure will be to understand the responsiveness of the system along with the stability of the same in the real-user situations and scenarios. There are various sub-types that will be used under this method for the purpose of evaluation (Sahar, 2013).
Security testing is the type of testing in which the security of the system will be tested and verified. ATM will be involved with extremely sensitive data and information sets related with the finance and accounts of the users. It would be essential to ensure that the security of the information is guaranteed and applicable security protocols are used.
|
Test Scenario |
Test Cases |
|
System Start-up |
System is switched on when the operator presses “ON” button |
|
System Start-up |
Ability of the system to accept initial cash amount entered |
|
System Start-up |
Ability of the system to establish connection with the bank |
|
System Shutdown |
System is switched off when the operator presses “OFF” button |
|
System Shutdown |
Ability of the system to end the connection with the bank at the time of shutdown |
|
User Session |
Ability of the system to read and detect account holder’s card |
|
User Session |
Ability of the system to not accept damaged or incorrect card |
|
User Session |
Ability of the system to accept valid PIN |
|
User Session |
Ability of the system to show transaction options |
|
User Session |
Ability of the system to allow the user to perform more than one transaction in one session |
|
User Session |
Ability of the system to end the session in case of timeout or user’s action |
|
Withdrawal Transaction |
Ability of the system to display account options for withdrawal |
|
Withdrawal Transaction |
Ability of the system to display the acceptable denominations |
|
Withdrawal Transaction |
Ability of the system to provide the cash on the basis of amount entered by the account holder |
|
Withdrawal Transaction |
Ability of the system to verify the cash availability in the account before withdrawal |
|
Withdrawal Transaction |
Ability of the system to verify the cash availability in the machine before withdrawal |
|
Withdrawal Transaction |
Ability to the user to cancel the transaction before confirming the amount |
|
Deposit Transaction |
Ability to allow the user to select the account in which cash is to be deposited |
|
Deposit Transaction |
Ability to accept the deposit amount entered by the user |
|
Deposit Transaction |
Ability of the system to allow the user to insert the cash in the machine from the slot |
|
Deposit Transaction |
Ability to the user to receive a deposit acknowledgement |
|
Deposit Transaction |
Ability to cancel the transaction before inserting the cash in the machine |
|
Transfer Transaction |
Ability to choose the account to transfer the money from (Narteh, 2013) |
|
Transfer Transaction |
Ability to choose the account to transfer the money to |
|
Transfer Transaction |
Ability to the user to enter the amount to be transferred |
|
Transfer Transaction |
Ability to check the availability of the amount entered in the account balance and perform the transaction in case of success |
|
Transfer Transaction |
Ability to cancel the transaction before confirming the transaction |
|
Inquiry Transaction |
Ability to enter the card & valid PIN and inquire about the balance in the account |
|
Inquiry Transaction |
Ability to enter the card & valid PIN and inquire about the account statement |
|
Inquiry Transaction |
Ability to inquire about the location of the banks and ATMs |
|
Invalid PIN Extension |
Ability to verify the PIN entered by the user |
|
Invalid PIN Extension |
Ability to provide a message to the user in case of incorrect PIN entry |
|
Invalid PIN Extension |
Ability to allow the user to re-enter the PIN in case of an invalid attempt prior to it |
|
Invalid PIN Extension |
Ability to block the card for 24 hours after three continuous invalid entries of the PIN |
|
Invalid PIN Extension |
Ability to abort the transaction after three unsuccessful attempts |
|
Non-functional Cases |
Ability of the machine to perform the transactions with minimal response time |
|
Non-functional Cases |
Ability of the system to remain available for all the operations when it is not in the shutdown state |
|
Non-functional Cases |
Ability to make sure that the language and display settings may be customized by the user |
|
Non-functional Cases |
Ability to ensure that the information and data sets are secure in the machine |
|
Non-functional Cases |
Ability to update the account details on a real-time basis |
|
Non-functional Cases |
Ability to read the information on the system screen |
|
Non-functional Cases |
Ability to retrieve information after power failure |
|
Non-functional Cases |
Ability to perform operations at faster speed |
|
Non-functional Cases |
Ability to perform operations at slower speed |
|
Non-functional Cases |
Ability to ensure that navigation is smooth on the system |
|
Non-functional Cases |
Ability to ensure that the layout is self-explanatory |
|
Test Scenario |
Test Case ID |
Test Case |
Steps to Reproduce |
Expected Outcome |
Actual Outcome |
Test Case Status |
|
System Start-up |
1 |
System is switched on when the operator presses “ON” button |
1. Press ON Button |
System shall switch on |
System is switched on |
Pass |
|
System Start-up |
2 |
Ability of the system to accept initial cash amount entered |
1. Press ON Button 2. Enter cash amount |
System shall accept the cash amount entered |
System accepts the cash amount entered |
Pass |
|
System Start-up |
3 |
Ability of the system to establish connection with the bank |
1. Press ON Button 2. Establish connection with the bank |
ATM shall establish connection from the bank |
ATM establishes connection from the bank |
Pass |
|
System Shutdown |
4 |
System is switched off when the operator presses “OFF” button |
1. Press OFF button |
System shall shut down |
System shuts down |
Pass |
|
System Shutdown |
5 |
Ability of the system to end the connection with the bank at the time of shutdown |
1. Press OFF button |
ATM shall disconnect connection with the banks |
ATM disconnects connection with the bank |
Pass |
|
User Session |
6 |
Ability of the system to read and detect account holder’s card |
1. Enter the ATM card |
System shall show the banking options |
System shows banking option |
Pass |
|
User Session |
7 |
Ability of the system to not accept damaged or incorrect card |
1. Enter the ATM card |
System shall return the card with a message saying invalid card |
System returns the card with a message saying invalid card |
Pass |
|
User Session |
8 |
Ability of the system to accept valid PIN |
1. Enter the ATM card 2. Enter a valid PIN |
Banking options shall be displayed |
Banking options are displayed |
Pass |
|
User Session |
9 |
Ability of the system to show transaction options |
1. Enter the ATM card 2. Enter a valid PIN |
Banking options shall be displayed |
Banking options are displayed |
Pass |
|
User Session |
10 |
Ability of the system to allow the user to perform more than one transaction in one session |
1. Enter the ATM card 2. Enter a valid PIN 3. Perform a transaction 4. Perform another transaction |
User shall be able to perform multiple transactions |
User can perform multiple transactions |
Pass |
|
User Session |
11 |
Ability of the system to end the session in case of timeout or user’s action |
1. Enter the ATM card 2. Enter a valid PIN 3. Wait for timeout |
System shall ask to user to re-enter the PIN |
System asks the user to re-enter the PIN |
Pass |
|
Withdrawal Transaction |
12 |
Ability of the system to display account options for withdrawal |
1. Enter the ATM card 2. Enter a valid PIN 3. Select Cash Withdrawal |
Account options for withdrawal shall be displayed |
Account options for withdrawal are displayed |
Pass |
|
Withdrawal Transaction |
13 |
Ability of the system to display the acceptable denominations |
1. Enter the ATM card 2. Enter a valid PIN 3. Select Cash Withdrawal 4. Select Account Option |
Acceptable denominations shall be displayed |
Acceptable denominations are displayed |
Pass |
|
Withdrawal Transaction |
14 |
Ability of the system to provide the cash on the basis of amount entered by the account holder |
1. Enter the ATM card 2. Enter a valid PIN 3. Select Cash Withdrawal 4. Select Account Option 5. Select Denominations 6. Enter the amount |
The system shall dispense the cash as per the amount entered |
The system dispenses the cash as per the amount entered |
Pass |
|
Withdrawal Transaction |
15 |
Ability of the system to verify the cash availability in the account before withdrawal |
1. Enter the ATM card 2. Enter a valid PIN 3. Select Cash Withdrawal 4. Select Account Option 5. Select Denominations 6. Enter the amount |
Cash shall be dispenses only when sufficient balance is available in the account |
Cash is dispensed only when sufficient balance is available in the account |
Pass |
|
Withdrawal Transaction |
16 |
Ability of the system to verify the cash availability in the machine before withdrawal |
1. Enter the ATM card 2. Enter a valid PIN 3. Select Cash Withdrawal 4. Select Account Option 5. Select Denominations 6. Enter the amount |
Cash shall be dispenses only when sufficient balance is available in the machine |
Cash is dispensed only when sufficient balance is available in the machine |
Pass |
|
Withdrawal Transaction |
17 |
Ability to the user to cancel the transaction before confirming the amount |
1. Enter the ATM card 2. Enter a valid PIN 3. Select Cash Withdrawal 4. Select Account Option 5. Select Denominations 6. Cancel transaction |
List of banking options shall be displayed |
List of banking options is displayed |
Pass |
|
Deposit Transaction |
18 |
Ability to allow the user to select the account in which cash is to be deposited |
1. Enter the ATM card 2. Enter a valid PIN 3. Select Deposit Cash 4. Select the Account |
Option to enter the amount shall be displayed |
Option to enter the amount is displayed |
Pass |
|
Deposit Transaction |
19 |
Ability to accept the deposit amount entered by the user |
1. Enter the ATM card 2. Enter a valid PIN 3. Select Deposit Cash 4. Select the Account 5. Enter the amount |
User shall be asked to deposit the cash |
User is asked to deposit the cash |
Pass |
|
Deposit Transaction |
20 |
Ability of the system to allow the user to insert the cash in the machine from the slot |
1. Enter the ATM card 2. Enter a valid PIN 3. Select Deposit Cash 4. Select the Account 5. Enter the amount 6. Insert cash in the slot |
Verification of the amount entered and cash deposited shall be made and user must be provided with a success message in case of positive results |
Verification of the amount entered and cash deposited is made and user is provided with a success message in case of positive results |
Pass |
|
Deposit Transaction |
21 |
Ability to the user to receive a deposit acknowledgement |
1. Enter the ATM card 2. Enter a valid PIN 3. Select Deposit Cash 4. Select the Account 5. Enter the amount 6. Insert cash in the slot |
Acknowledgement message shall be displayed on the screen |
Acknowledgement message is displayed on the screen |
Pass |
|
Deposit Transaction |
22 |
Ability to cancel the transaction before inserting the cash in the machine |
1. Enter the ATM card 2. Enter a valid PIN 3. Select Deposit Cash 4. Select the Account 5. Enter the amount 6. Cancel Transaction |
List of banking options shall be displayed |
List of banking options is displayed |
Pass |
|
Transfer Transaction |
23 |
Ability to choose the account to transfer the money from |
1. Enter the ATM card 2. Enter a valid PIN 3. Select Money Transfer 4. Select desired account to transfer money from |
List of accounts shall be displayed |
List of accounts is displayed |
Pass |
|
Transfer Transaction |
24 |
Ability to choose the account to transfer the money to |
1. Enter the ATM card 2. Enter a valid PIN 3. Select Money Transfer 4. Select desired account to transfer money from 5. Select desired account to transfer money to |
List of accounts shall be displayed |
List of accounts is displayed |
Pass |
|
Transfer Transaction |
25 |
Ability to the user to enter the amount to be transferred |
1. Enter the ATM card 2. Enter a valid PIN 3. Select Money Transfer 4. Select desired account to transfer money from 5. Select desired account to transfer money to 6. Enter the amount |
The entered amount shall be displayed with a confirm button |
The entered amount is displayed with a confirm button |
Pass |
|
Transfer Transaction |
26 |
Ability to check the availability of the amount entered in the account balance and perform the transaction in case of success |
1. Enter the ATM card 2. Enter a valid PIN 3. Select Money Transfer 4. Select desired account to transfer money from 5. Select desired account to transfer money to 6. Enter the amount 7. Press confirm |
Verify the availability of the amount in the bank and acknowledge in case of success/failure |
Verification of the availability of the amount in the bank and acknowledgement on the screen |
Pass |
|
Transfer Transaction |
27 |
Ability to cancel the transaction before confirming the transaction |
1. Enter the ATM card 2. Enter a valid PIN 3. Select Money Transfer 4. Select desired account to transfer money from 5. Select desired account to transfer money to 6. Enter the amount 7. Cancel Transaction |
List of banking options shall be displayed |
List of banking options is displayed |
Pass |
|
Inquiry Transaction |
28 |
Ability to enter the card & valid PIN and inquire about the balance in the account |
1. Enter the ATM card 2. Enter a valid PIN 3. Click on Account Balance |
Account balance shall be displayed |
Account balance is displayed |
Pass |
|
Inquiry Transaction |
29 |
Ability to enter the card & valid PIN and inquire about the account statement |
1. Enter the ATM card 2. Enter a valid PIN 3. Click on Account Statement 4. Enter Statement Period |
Account statement shall be displayed |
Account statement is displayed |
Pass |
|
Inquiry Transaction |
30 |
Ability to inquire about the location of the banks and ATMs |
1. Select information section 2. Enter location 3. View the banks and ATMs in the entered location |
Location of banks and ATMs shall be displayed |
Location of banks and ATMs is displayed |
Pass |
|
Invalid PIN Extension |
31 |
Ability to verify the PIN entered by the user |
1. Enter the ATM card 2. Enter the valid PIN |
List of banking options shall be displayed |
List of banking options is displayed |
Pass |
|
Invalid PIN Extension |
32 |
Ability to provide a message to the user in case of incorrect PIN entry |
1. Enter the ATM card 2. Enter an invalid PIN |
Message saying invalid PIN must be displayed |
Message saying invalid PIN is displayed |
Pass |
|
Invalid PIN Extension |
33 |
Ability to allow the user to re-enter the PIN in case of an invalid attempt prior to it |
1. Enter the ATM card 2. Enter an invalid PIN 3. Re-enter correct PIN |
List of banking options shall be displayed |
List of banking options is displayed |
Pass |
|
Invalid PIN Extension |
34 |
Ability to block the card for 24 hours after three continuous invalid entries of the PIN |
1. Enter the ATM card 2. Enter an invalid PIN 3. Re-enter in correct PIN 4. Re-enter in correct PIN |
Message saying invalid PIN and card blocked for 24 hours must be displayed |
Message saying invalid PIN and card blocked for 24 hours is displayed |
Pass |
|
Invalid PIN Extension |
35 |
Ability to abort the transaction after three unsuccessful attempts |
1. Enter the ATM card 2. Enter an invalid PIN 3. Re-enter in correct PIN 4. Re-enter in correct PIN |
Card shall be returned from the slot and the session shall end |
Card shall be returned from the slot and session ends |
Pass |
|
Non-functional Cases |
36 |
Ability of the machine to perform the transactions with minimal response time |
1. Enter the ATM card 2. Enter a valid PIN 3. Perform operations and transactions on the machine |
Response time shall be minimal for every transaction |
Response time is minimal for every transaction except dispensing of the cash |
Fail |
|
Non-functional Cases |
37 |
Ability of the system to remain available for all the operations when it is not in the shutdown state |
1. Enter the ATM card 2. Enter a valid PIN 3. Perform operations and transactions on the machine |
The system shall be available for all operations after its start-up |
The system is available for all operations after its start-up |
Pass |
|
Non-functional Cases |
38 |
Ability to make sure that the language and display settings may be customized by the user |
1. Enter the ATM Card 2. Customize language & color tone |
Customization options shall be displayed |
Only two language options are displayed without any option to change the color tone |
Fail |
|
Non-functional Cases |
39 |
Ability to ensure that the information and data sets are secure in the machine |
1. Enter the ATM card 2. Enter a valid PIN 3. Perform operations and transactions on the machine |
The information and data sets must be secure in the system |
The information and data sets are secure in the system |
Pass |
|
Non-functional Cases |
40 |
Ability to update the account details on a real-time basis |
1. Enter the ATM card 2. Enter a valid PIN 3. Perform operations and transactions on the machine |
The database at the back end shall be updated on a real-time basis |
The database at the back end is updated on a real-time basis |
Pass |
|
Non-functional Cases |
41 |
Ability to read the information on the system screen |
1. Enter the ATM card 2. Enter a valid PIN 3. Perform operations and transactions on the machine |
The elements on the screen shall be readable for the user |
The elements on the screen are readable for the user |
Pass |
|
Non-functional Cases |
42 |
Ability to retrieve information after power failure |
1. Enter the ATM card 2. Enter a valid PIN 3. Perform operations and transactions on the machine |
The system shall automatically end the session and abort the ongoing transaction in case of power failure |
The system automatically ends the session and aborts the ongoing transaction in case of power failure |
Pass |
|
Non-functional Cases |
43 |
Ability to perform operations at faster speed |
1. Enter the ATM card 2. Enter a valid PIN 3. Perform operations and transactions at a faster speed on the machine |
The response time shall not vary on the basis of speed of the operations carried out by the user |
The response time does not vary on the basis of speed of the operations carried out by the user |
Pass |
|
Non-functional Cases |
44 |
Ability to perform operations at slower speed |
1. Enter the ATM card 2. Enter a valid PIN 3. Perform operations and transactions at a slower speed on the machine |
The response time shall not vary on the basis of speed of the operations carried out by the user |
The response time does not vary on the basis of speed of the operations carried out by the user |
Pass |
|
Non-functional Cases |
45 |
Ability to ensure that navigation is smooth on the system |
1. Enter the ATM card 2. Enter a valid PIN 3. Perform operations and transactions on the machine |
The user shall be able to navigate from one screen to the other smoothly |
The user navigates from one screen to the other with ease |
Pass |
|
Non-functional Cases |
46 |
Ability to ensure that the layout is self-explanatory |
1. Enter the ATM card 2. Enter a valid PIN 3. Perform operations and transactions on the machine |
The user shall be able to understand the system layout |
The layout is self-explanatory and easy to understand |
Pass |
|
Test Case |
Steps to Reproduce |
Expected Outcome |
Actual Outcome |
Test Case Status |
|
Ability of the machine to perform the transactions with minimal response time |
1. Enter the ATM card 2. Enter a valid PIN 3. Perform operations and transactions on the machine |
Response time shall be minimal for every transaction |
Response time is minimal for every transaction except dispensing of the cash |
Fail |
|
Ability to make sure that the language and display settings may be customized by the user |
1. Enter the ATM Card 2. Customize language & color tone |
Customization options shall be displayed |
Only two language options are displayed without any option to change the color tone |
Fail |
|
Defect ID |
Defect Summary |
Steps to Reproduce |
Expected Outcome |
Reproducibility Rate |
Test Case ID |
Defect Status |
|
1 |
Response time is minimal for every transaction except dispensing of the cash |
1. Enter the ATM card 2. Enter a valid PIN 3. Select Cash Withdrawal 4. Select Account Option 5. Select Denominations 6. Enter the amount |
The response time shall be minimal for dispensing operation as well |
8/10 |
36 |
Open |
|
2 |
Only two language options are displayed without any option to change the color tone |
1. Enter the ATM Card 2. Customize language & color tone |
There shall be the entire set of languages displayed to choose from and shall be supported by the system. The color tone shall also be accessible |
10/10 |
38 |
Open |
There are certain properties and qualities that are associated with an interactive system. The goal of these systems is to make sure that the responsiveness and interaction of the system with the user is extremely high. However, in the case of ATM, there is no customization option provided to the users.
There may be chances that the native language is not known to the ATM user and out of the two language options that are displayed, the user may not have proficiency in any of the languages. In such cases, the user will not be able to make any use of the system. Therefore, the system must have a big list of the languages for the user to choose from them. There shall also be an option to adjust the color tone of the system. The customization options will enhance the user experience and satisfaction levels (Canapi et al., 2015).
The dispensing of the cash may take a little longer than the other operations as there are more number of back-end operations performed in this transaction. However, the verification process shall be quick so that the waiting time does not bother the user of the ATM.
References
Bangor, A., Kortum, P. and Miller, J. (2008). An Empirical Evaluation of the System Usability Scale. International Journal of Human-Computer Interaction, 24(6), pp.574-594.
Canapi, J., Chan, M., Contreras, M. and Portus, A. (2015). Usability Testing of Cash-in Machines for Filipino Use. Procedia Manufacturing, 3, pp.3486-3493.
Flores, A. and Polo, M. (2010). Testing-based process for component substitutability. Software Testing, Verification and Reliability, p.n/a-n/a.
Hooda, I. and Singh Chhillar, R. (2015). Software Test Process, Testing Types and Techniques. International Journal of Computer Applications, 111(13), pp.10-14.
Horsky, J., McColgan, K., Pang, J., Melnikas, A., Linder, J., Schnipper, J. and Middleton, B. (2010). Complementary methods of system usability evaluation: Surveys and observations during software design and development cycles. Journal of Biomedical Informatics, 43(5), pp.782-790.
Lewis, J. and Sauro, J. (2009). The Factor Structure of the System Usability Scale. Human Centered Design, pp.94-103.
Narteh, B. (2013). Service quality in automated teller machines: an empirical investigation. Managing Service Quality: An International Journal, 23(1), pp.62-89.
Orfanou, K., Tselios, N. and Katsanos, C. (2015). Perceived usability evaluation of learning management systems: Empirical evaluation of the System Usability Scale. The International Review of Research in Open and Distributed Learning, 16(2).
Sahar, F. (2013). Tradeoffs between Usability and Security. International Journal of Engineering and Technology, pp.434-437.
Zhang, T., Maron, D. and Charles, C. (2013). Usability Evaluation of a Research Repository and Collaboration Web Site. Journal of Web Librarianship, 7(1), pp.58-82.
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