User Feedback

This toolkit originates from the Health Sciences Information Consortium and is in the process of being adapted and updated by the CHLA/ABSC Standards Standing Committee.

Qualitative evaluation invites feedback from users to improve library resources and services. Strategies include questionnaires, focus groups, and interviews.

When soliciting user feedback, use an electronic format for surveys – people tend to feel more comfortable with anonymity. Send a follow-up survey or consider conducting an interview at a later time, as sometimes the outcome or impact of your work takes time to become apparent. Keep surveys short and avoid the use of library jargon.

Example

From 2002 MLA Report: The Value of Library and Information Services...

Collect Data on Users and Intended Use.
Incorporate when collecting data on services like literature requests, Inter Library Loans, evaluation of instruction / learning sessions.

USER DATA
Please identify your position within the hospital/medical center:

Physician
Attending
Resident
Fellow
Nurse
Pharmacist
etc. etc.
INTENDED USE DATA
Please indicate the purpose of your [SERVICE] request:

Clinical Care
Teaching
Clinical Learning/Staying Informed
Student Research
Institutional Management
Funded Research
Patient Education
Other ____________________________
 

Sample Focus Group Questions

1. Please describe an incident in which [SERVICE] has supported [ACTIVITY].
2. How can [SERVICE] be improved?
3. How can the library further support [ACTIVITY]?

Resources