86  ·  Survey Results:  Survey Questions and Responses
We have an active Twitter account and social media campaign. We have gotten our Graduate Student Association to
post short surveys to their website, which graduate students are more apt to answer. Additionally, there is an outreach
table once a week in the student center that captures feedback from users.
We have interviewed library users to develop and refine a set of “personas” originally created by Johns Hopkins
University; we use these personas as “stand-ins” for our users when making initial design decisions for physical and
virtual spaces. We also allowed library users to evaluate and suggest changes to furniture being considered for our new
Mansueto Library, which resulted in changes to design and lighting fixtures.
We monitor Twitter to follow comments about our library; it’s quite effective in identifying immediate concerns from our
users, primarily students.
We routinely solicit input via Facebook, Twitter, and our blog. We conduct programs to bring our rare materials to
people in a non-library setting; librarians hold office hours in their departments. We conducted LibQUAL+®.
We use standard tools to reach potential users: surveys (including LibQUAL+®), interviews, focus group interviews,
observation, object analysis (web logs, questions asked), etc.
We’ve conducted online surveys about the library using a laptop at the student center. We conduct mini “guerilla”
surveys in which small feedback/comment cards are distributed throughout the library to students for quick responses
on, for example, the laptop borrowing program. We regularly host a table at the student center to market the library and
gather student feedback. In this context, we’ve conducted quick online surveys using a laptop computer at the student
Welcome Week activities: tables at all undergrad orientation sessions and at the library to answer both student and
parent questions regarding library services. Also informs students and parents how they can provide support for the
library: parents’ committee, Student Advisory Board, Friends of the Library.
When we introduced iPads, students had an opportunity to “test drive” and blog about their impressions; this visibility
generated much interest and discussion in the broader campus community.
Additional Comments
31. Please enter any additional information that may assist the authors’ understanding of your
library’s user experience activities. N=20
Anticipate assigning more specific responsibilities for user experience to other position(s) in the near future.
Assessment is a substantial part of our current strategic plan. We have created a new position (Coordinator of
Assessment and Training) and the Assessment Steering Committee to lead and give meaning to the library’s assessment
activities. The strategic vision statement focuses on improving user services and assessment is one way we intend to do
Biggest successes have been versions of usability testing. The libraries’ web pages have consistently been based on user
Please understand we have just recently begun discussions around organized efforts at assessing user experiences, so
our experience is quite limited.
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