SPEC Kit 327: Reconfiguring Service Delivery · 51
Patron surveys.
Prospective. Intend to assess and modify services as needed once they are fully implemented.
Statistics gathering.
Survey (spring and fall).
Surveys.
Surveys observation and focus groups (we had an ISchool student whose job was to do regular observation and
reporting on use in the Research Commons.
This space is included in assessment efforts such as surveys and focus groups that look at services and technology
provided, service, and physical space.
To evaluate new services desk structure.
User comments and feedback.
User feedback now coming in through LibQUAL+® regarding our reconfigured space, service points, and overall service
quality.
User survey.
User surveys.
We continued to collect data on questions asked to ensure the desk staff we put at our different sites are adequate for
the customers needs. We also do an action gap survey every year at each of our public service sites which looks at 1)
what service dimensions users value most, 2) which of these they feel we do the best, and 3) where we need to most
improve. This data helps us to target those areas that are highest priority and where we have the greatest “gap” in
service quality.
We created a media faculty advisory board to provide feedback and consultation on the operation and development of
the new department.
We have analyzed our government documents reference transactions (documented by LibStats).
Additional Comments
Implementation is ongoing and assessment is continuous, formative as well as summative. We do informal “check-in”
with students using the space and make adjustments.
Most of the changes to service were on the operational and organizational side. Our community is surveyed every three
years so our next survey will happen in October and likely ask questions about this.
Ongoing implementation, Student Advisory Council Terms of Reference currently being completed for new group to be
formed in fall.
We administer surveys about services ongoing: LibQUAL+®, CountingOpinions.
Patron surveys.
Prospective. Intend to assess and modify services as needed once they are fully implemented.
Statistics gathering.
Survey (spring and fall).
Surveys.
Surveys observation and focus groups (we had an ISchool student whose job was to do regular observation and
reporting on use in the Research Commons.
This space is included in assessment efforts such as surveys and focus groups that look at services and technology
provided, service, and physical space.
To evaluate new services desk structure.
User comments and feedback.
User feedback now coming in through LibQUAL+® regarding our reconfigured space, service points, and overall service
quality.
User survey.
User surveys.
We continued to collect data on questions asked to ensure the desk staff we put at our different sites are adequate for
the customers needs. We also do an action gap survey every year at each of our public service sites which looks at 1)
what service dimensions users value most, 2) which of these they feel we do the best, and 3) where we need to most
improve. This data helps us to target those areas that are highest priority and where we have the greatest “gap” in
service quality.
We created a media faculty advisory board to provide feedback and consultation on the operation and development of
the new department.
We have analyzed our government documents reference transactions (documented by LibStats).
Additional Comments
Implementation is ongoing and assessment is continuous, formative as well as summative. We do informal “check-in”
with students using the space and make adjustments.
Most of the changes to service were on the operational and organizational side. Our community is surveyed every three
years so our next survey will happen in October and likely ask questions about this.
Ongoing implementation, Student Advisory Council Terms of Reference currently being completed for new group to be
formed in fall.
We administer surveys about services ongoing: LibQUAL+®, CountingOpinions.
