Learning more about your users, potential users and non-users is always a challenge for any organisation. Many libraries only survey their users once a year through a written survey but an article by Lynne Porat in the journal "Evidence based library and Information practice" highlights how a university in Haifa used a selection of ways to measure its users. Over a 3-year period, 5 joint activities were undertaken: a 1-day,
in-library use survey; a wayfinding study, in which 10 new students were
filmed as they searched for 3 items in the library; 5 focus group
sessions regarding upcoming library renovations; a LibQUAL+® survey
measuring perceptions of service quality among the entire campus
population; and an online survey of non-users of the library.
Although the response rates were not very high in any of the surveys, they were very representative of the university population. With over 40% or respondents filling in free-text comments, the information received was used and applied in making service changes, including the creation and marketing of additional group study rooms, improved signage, and the launch of a “quiet” campaign. In addition, a “You said – We did” document was compiled that outlines all of the changes that were implemented since the first four surveys were conducted; this document was published on the library’s blog, Facebook page, and website.
It seems that using lots of different methods and aiming research at different sectors of the population is quite effective in gaining an overview of what your students are up to and how you can help meet their needs.
I was been quite astonished to discover different graphical representations methods for exploring focus groups and customer journey pathways at our own library recently but these have not yet been formally published.
ref:
Although the response rates were not very high in any of the surveys, they were very representative of the university population. With over 40% or respondents filling in free-text comments, the information received was used and applied in making service changes, including the creation and marketing of additional group study rooms, improved signage, and the launch of a “quiet” campaign. In addition, a “You said – We did” document was compiled that outlines all of the changes that were implemented since the first four surveys were conducted; this document was published on the library’s blog, Facebook page, and website.
It seems that using lots of different methods and aiming research at different sectors of the population is quite effective in gaining an overview of what your students are up to and how you can help meet their needs.
I was been quite astonished to discover different graphical representations methods for exploring focus groups and customer journey pathways at our own library recently but these have not yet been formally published.
ref:
Marriage of
Convenience or True Love?’ by
Lynne
Porat (Evidence Based Library and Information Practice 2013, 8.2)
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