Category "Background/Research"

January 30, 2006

Business Research Lab Link

Here is a link to a website that gives various tips about surveying for customer satisfaction, including the pros and cons of handing out surveys to customers in person versus displaying survery passively in public.

Posted by at 6:22 PM | Background/Research

Category "Background/Research"

January 26, 2006

Customer Surveys - LibQual+

LibQual+ is a standardized customer survey instrument that has been used here at UM (and hundreds of other libraries). A standardized survey is useful because you can make comparisons to other libraries, and you can spot trends in your library system over time.

Information about LibQual+ here at the UM can be found on the staff wiki, scroll down the left side frame to get to "Planning", then "LibQual+". I looked at the pdfs for the UL results from 2003 and noticed pages 24 & 25 had info about the types of questions asked and customer responses. (There's also a pdf for Bio-Med results from 2003).

In summary, there are different categories of questions ("dimensions" in LibQual+-speak). One dimension is called "Affect of Service". Here is the text of those types of questions:
-Willingness to help users
-Employees who are consistently courteous
-Dependability in handling users' service problems
-Giving users individual attention
-Employees who deal with users in a caring fashion
-Employees who have the knowledge to answer user questions
-Readiness to respond to users' questions
-Employees who instill confidence in users
-Employees who understand the needs of their users

Posted by at 9:26 AM | Background/Research

Category "Background/Research"

November 23, 2005

Articles Suggested by Sue Hallgren

Brushing Up on Patron-Service Skills, American Libraries, 36(10):66, 2005.

Goodwill: Turning No into Yes. American Libraries, 36(10):48-9, 2005.

Posted by at 12:40 PM | Background/Research

Category "Background/Research"

November 4, 2005


Just in Time Competencies
Download file

Emily's Article Summaries
Download file

Evaluation Chart
Moysa, Susan. "Evaluation of customer service behaviour at the reference desk in an academic library." Feliciter, Issue #2 (2004): 60-63.

Posted by at 11:19 AM | Background/Research