70 · Survey Results: Survey Questions and Responses
Service Assessment
Classroom assignment to provide written assessment of space.
Consultation with the faculty.
Consulted with users.
Gathering user input on satisfaction with the service.
Questions about library service were asked on recent library survey but no specific questions about the service desk
changes.
Staff hold weekly rapid fire debriefings to identify and understand users’ changing needs.
Still to come.
Triennial survey of faculty and students.
Example 2: Assessment
30. What criteria did/will the library use to assess how well this service delivery reconfiguration met its
goals? N=15
Ability to meet demand from users. Ability to expand work in emerging technologies and web services where the
professional staff were moved to.
Change just one year old, no formal assessment, yet. Branch services will be assessed as part of Balanced Scorecard
exercise. Library plans to participate again in LibQUAL+® survey in 2013.
Consultation with the faculty.
Consulted with users.
How well we serve our chemistry users’ needs.
Increased institutional capacity to meet emerging needs. Ability to meet required budget cuts while maintaining and
strengthening the public service programs. Acceptance by user groups most affected as gauged through triennial survey
and other feedback mechanisms.
Informal feedback. We are relieved to report that we received only a couple “lukewarm” complaints from senior faculty
about the closing of this reading room. We did make a very concerted effort to give users lots of advance warning,
explained our decision, etc.—lots of attention to positive PR. We also had a very good delivery service in place when
collections were in transit and/or briefly closed to public access.
Informally, the staff has paid attention to the favourable comments by students and the degree of use of the service.
LibQUAL+®: factors identified by users as their priorities. In-house tutoring and support survey: to determine
effectiveness of collaboration between referral services.
Library survey comments.
Service Assessment
Classroom assignment to provide written assessment of space.
Consultation with the faculty.
Consulted with users.
Gathering user input on satisfaction with the service.
Questions about library service were asked on recent library survey but no specific questions about the service desk
changes.
Staff hold weekly rapid fire debriefings to identify and understand users’ changing needs.
Still to come.
Triennial survey of faculty and students.
Example 2: Assessment
30. What criteria did/will the library use to assess how well this service delivery reconfiguration met its
goals? N=15
Ability to meet demand from users. Ability to expand work in emerging technologies and web services where the
professional staff were moved to.
Change just one year old, no formal assessment, yet. Branch services will be assessed as part of Balanced Scorecard
exercise. Library plans to participate again in LibQUAL+® survey in 2013.
Consultation with the faculty.
Consulted with users.
How well we serve our chemistry users’ needs.
Increased institutional capacity to meet emerging needs. Ability to meet required budget cuts while maintaining and
strengthening the public service programs. Acceptance by user groups most affected as gauged through triennial survey
and other feedback mechanisms.
Informal feedback. We are relieved to report that we received only a couple “lukewarm” complaints from senior faculty
about the closing of this reading room. We did make a very concerted effort to give users lots of advance warning,
explained our decision, etc.—lots of attention to positive PR. We also had a very good delivery service in place when
collections were in transit and/or briefly closed to public access.
Informally, the staff has paid attention to the favourable comments by students and the degree of use of the service.
LibQUAL+®: factors identified by users as their priorities. In-house tutoring and support survey: to determine
effectiveness of collaboration between referral services.
Library survey comments.
