report to the library
Members / Charge
Finding Information in a New Landscape is composed of:
•Marianne Stowell Bracke
In short, we have been charged to assess the effectiveness of our
Information & Referral services and, if necessary, make recommendations
to improve those services, while reducing costs.
See our full charge at:
Communication: How We Got Your
The Bulletin Board
• Current Poll: “How do you think customers like virtual
• Current “Provocative” Question: “What would be the
consequence of staffing all library information and referral
service desks with only student workers and providing in-depth
service only on-line or by appointment? What would be the
Visits to SET, SST, UST, Spec Coll, Libratory, Team Y & MAT
Modified our survey based on feedback from teams
Validated our I & R Process Model with service sites
Assessment: What We’re Doing &
Where We’re Doing it
We have begun implementing 3 data gathering projects:
1. “Action-Focused” customer survey for each service site
2. Logging of type of questions at IC Desk, SEL & all MAT sites
3. Cost study [salaries & wages] for I & R services
Customer Survey for Action
Our survey is focused on ACTION, rather than satisfaction
Survey was tested with students and then piloted in the IC, late in the
FINL is working with each site to create an appropriate survey for their
Survey will be conducted in both online and print format for most sites.
We encourage the library to give us feedback, and to focus their
attention primarily on our APPROACHES to assessment, rather than
any preliminary results.
Satisfaction Surveys Fail 5 Ways
From “Survey for Action, Not Satisfaction” by John Cravenho and Bill Sandvig, Quality Progress, March 2003
Limited Customer Follow-up
Poor Field Acceptance of Results – Winners/Losers
Weak Link Between Action and Satisfaction
The assessment we are piloting is called a strategic
Customer-driven Action Process (CAP)
Customer-driven Action Process
Satisfaction is a result, not the goal, of CAP
The CAP identifies, prioritizes and recommends issues needing
These recommendations are not based on internal perception; they
are based on the clear voice of customers.
The CAP identifies and targets specific needs for specific
Different locations are not pitted-against each other in a battle for
the best result.
Each location or team wins by completing actions to resolve
specific issues for specific customers
Focuses customer input on approximately 20-25 key
characteristics specific to each location.
It takes less than five minutes to complete the simple 1-sided
paper survey or the on-line instrument that begins the process.
The survey asks customers three things about the 25
1. What are the five most important characteristics to you?
2. Identify up to five items the organization does best
3. Identify up to five areas the organization must improve.
The FINL survey characteristics are guided by our process model,
and are customized for diverse sites.
In mid-January, we piloted logging questions asked at service points at
the IC desk, the SEL reference desk & at all MAT sites
We plan to log questions at each service site for a week, beginning on
We hope to get a better sense of the kinds of questions asked at each
service site and the level of expertise needed to appropriately respond
to these questions
Current Situation Cost Study
We are collecting salary/wage data [for Jan/2004] for personnel
involved with any of the I & R service sites or services
We will use this data to ascertain per hour and per transaction costs
for each of our I & R services/desks [Service desks, Chat, Email
reference & Type III reference] for Fall semester 2003
Some of the activities we will be taking into consideration for this study
• Time spent hiring & training student workers
• Time spent scheduling desks/services & trading shifts
• Administrative support for service desks
Timeline: By the Next Report on April 6,
We Will Have:
Surveyed customers at each service desk (Feb 9-22)
Logged questions at each reference or information desk (Feb 16-22)
Completed current state cost study and begun analyzing the data (Feb
Led a discussion at the February 17 All IS meeting on the relevance &
use of Type I, Type II & Type III terminology.
Held a dialogue with the Library on March 9 to check-in with the
Library and to get more feedback on our continuing data collection and
How You Can Help:
Give us feedback – EARLY & OFTEN!
Make appropriate data available to us
We’ll need some help with data entry. We hope to use IS team
Admins, but if anyone else has an interest and/or willingness to help
out, please let us know!