52 · SPEC Kit 296
Public Service Evaluation
20. What methods are used to measure Special Collections public service quality and/or
effectiveness? Check all that apply. N=77
Informal feedback 74 96%
Observation of service transactions 51 66%
Comments/suggestions forms 28 36%
Patron surveys 23 30%
Exit interviews 15 19%
Focus groups 2 3%
Formal advisory group 2 3%
Other 4 5%
Please describe other evaluation method.
Annual citation compilations for scholarly articles and news items
Public Service staff meetings
Read surveys, reports, etc. on issue
Thank you letters
Public Service Promotion
21. How do you advertise/promote Special Collections public services? Check all that apply. N=79
Web site 79 100%
Word of mouth 71 90%
Orientations/Open house events 68 86%
Flyers/brochures 61 77%
Direct e-mail 31 39%
Telephone calls 19 24%
Published advertisements 12 15%
Other 25 32%
Public Service Evaluation
20. What methods are used to measure Special Collections public service quality and/or
effectiveness? Check all that apply. N=77
Informal feedback 74 96%
Observation of service transactions 51 66%
Comments/suggestions forms 28 36%
Patron surveys 23 30%
Exit interviews 15 19%
Focus groups 2 3%
Formal advisory group 2 3%
Other 4 5%
Please describe other evaluation method.
Annual citation compilations for scholarly articles and news items
Public Service staff meetings
Read surveys, reports, etc. on issue
Thank you letters
Public Service Promotion
21. How do you advertise/promote Special Collections public services? Check all that apply. N=79
Web site 79 100%
Word of mouth 71 90%
Orientations/Open house events 68 86%
Flyers/brochures 61 77%
Direct e-mail 31 39%
Telephone calls 19 24%
Published advertisements 12 15%
Other 25 32%
