LibGuides: Library Value Toolkit V2: Feedback & Surveys

Task Force Recommendations

What do we think you should keep in mind?

Recommendation 1: Use an electronic format whenever possible. People feel more comfortable with the anonymity of it!

Recommendation 2: Send a follow-up survey or conduct an interview at a later time - 6 months. Sometimes the outcome or impact of your work takes time to become apparent.

Recommendation 3: Keep them short & don't use 'Librarian Speak' for users surveys. See Booth (2005) for examples for wording.

Feedback & Surveys

This section is dedicated to methods used in qualitative evalution through user feedback. Strategies include: Questionnaires, Focus Groups and Interviews. It includes a sample survey from a HSICT member library.

Library Resources - Survey
A comprehensive survey instrument developed by the Credit Valley Hospital, a HSICT member, in 2011.
Literature Search Feedback Survey.
Developed by Trillium Health Partners, member of HSICT, 2013/14. Link to survey included in e-mail with literature search results.
The Value of Library and Information Services in Hospitals and Academic Health Sciences Centres
This classic MLA 2002 report continues to be a helpful resource. See the Appendices for samples of: User Satisfaction Survey, Data collection for a Sample User, Sample Focus Group Questions.

How to evaluate: Questionaires
Good pointers for developing questionnaires from eVALUEd.
Impact Assessment: MAP Toolkit
From the MAP (Making Alignment a Priority for health libraries) Toolkit (UK). Includes example feedback forms for services like: Current Awareness, Document Supply, Enquiry, Search, & Training
LibQUAL
LibQual is a service of ARL (Association of Research Libraries). It is primarily used by university libraries to solicit user feedback and opinions. It is a good resource to know about, even if it is not appropriate for your library.
Mind Your Ps and Qs (Pitfalls of Questionnaires)
Booth, A. (2005) Health Information and Libraries Journal. Provides tips on appropriate wordings for routine survey questions that can be ambiguous to library users.
Online Survey Tools
Choices and background from NN/LM
Survey Research: We Can Do Better
From the JMLA EditorialBoard, this provides 3 common problems with surveys. A good piece to read before planning a survey. JMLA 100(1) 2012.

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]?

From their award-winning original survey, here's an example of a feedback form from Taskforce member Penka Stoyanova (Trillium Health Partners) and Christina Woodward (formally from Trillium Health)!