52 · Survey Results: Survey Questions and Responses
Example 1: Assessment
15. What criteria did/will the library use to assess how well this service delivery reconfiguration met its
goals? N=39
All service points (virtual and physical) get good usage users report satisfaction with services (when questioned in
subsequent surveys) staff report satisfaction with mix of duties and cross training.
As noted previously, we logged and analyzed questions for several years after the initial reconfiguration (the one that
happened in 2005–06) and also have conducted the action gap survey at least once a year since then.
Budget savings and anecdotal evidence.
Contact initial focus group faculty for further discussion. Assess circulation data, as well as acquisitions data concerning
move to hosted streaming.
Criteria will be developed in consultation with faculty and grad students.
Discussions with students.
Feedback from front-line staff and management. We’ll also watch for comments in our next (roughly biennial) iteration
of the LibQUAL+® survey, next due in 2012. With the recent hiring of an assessment librarian, we have begun to do
more focused surveys of users, and could conceivably test user reactions that way (though nothing is currently planned).
Feedback from users on our standard survey tools.
Get feedback from users (survey, other methodology) quantitative results from Desk Tracker statistics (use increased in
part because of better visibility) staff report more appropriate referrals.
Given the nature of the change, there will not be any formal assessment.
How well our users are being served.
Increase in questions asked and overall use of service. Staff satisfaction with reconfiguration, student satisfaction with
reconfiguration.
Increased usage.
Informal discussions with users.
LibQUAL+® survey results will be used in the future. Feedback from users is currently being used.
Maintaining or increasing the number of audiovisual transactions through the circulation desk.
None to date.
Potential criteria will include quality of service measures (for example: “Did you receive a satisfactory answer to your
question?”), as well as efficiency measures such as service wait time.
Primarily just anecdotal evidence from staff at the remaining desk and librarian interactions with primary patron groups
during reference interactions/research consultations.
Research Center staff continues to collect reference transaction information. Adoption of student-initiated appointments
by students determined successful. Satisfaction of librarians with appointments also successful.
Example 1: Assessment
15. What criteria did/will the library use to assess how well this service delivery reconfiguration met its
goals? N=39
All service points (virtual and physical) get good usage users report satisfaction with services (when questioned in
subsequent surveys) staff report satisfaction with mix of duties and cross training.
As noted previously, we logged and analyzed questions for several years after the initial reconfiguration (the one that
happened in 2005–06) and also have conducted the action gap survey at least once a year since then.
Budget savings and anecdotal evidence.
Contact initial focus group faculty for further discussion. Assess circulation data, as well as acquisitions data concerning
move to hosted streaming.
Criteria will be developed in consultation with faculty and grad students.
Discussions with students.
Feedback from front-line staff and management. We’ll also watch for comments in our next (roughly biennial) iteration
of the LibQUAL+® survey, next due in 2012. With the recent hiring of an assessment librarian, we have begun to do
more focused surveys of users, and could conceivably test user reactions that way (though nothing is currently planned).
Feedback from users on our standard survey tools.
Get feedback from users (survey, other methodology) quantitative results from Desk Tracker statistics (use increased in
part because of better visibility) staff report more appropriate referrals.
Given the nature of the change, there will not be any formal assessment.
How well our users are being served.
Increase in questions asked and overall use of service. Staff satisfaction with reconfiguration, student satisfaction with
reconfiguration.
Increased usage.
Informal discussions with users.
LibQUAL+® survey results will be used in the future. Feedback from users is currently being used.
Maintaining or increasing the number of audiovisual transactions through the circulation desk.
None to date.
Potential criteria will include quality of service measures (for example: “Did you receive a satisfactory answer to your
question?”), as well as efficiency measures such as service wait time.
Primarily just anecdotal evidence from staff at the remaining desk and librarian interactions with primary patron groups
during reference interactions/research consultations.
Research Center staff continues to collect reference transaction information. Adoption of student-initiated appointments
by students determined successful. Satisfaction of librarians with appointments also successful.
