course correction: integrating user feedback to make changes big & small
TRANSCRIPT
ReflectFor what areas would you like feedback at your library?
Course CorrectionIntegrating User Feedback to Make
Changes Big and SmallAndrea Reveley & Lindsay Roberts
Inviting Feedback
ACC Feedback•Formal Learning Commons survey/usability study•Department chair survey summer 2013•Web survey spring 2015•Branch campus survey fall 2014•Post-tests after instruction classes•Sorry Log•Magazine usage tracking•Learning Commons Advisory Committee
Feedback Alignment Grid•Verbal Feedback•Usability Testing•Mobile Surveys•Demographic Information •Email, Linked and Telephone Surveys•Paper Feedback Form•Focus Group•Monitoring Social Media
Demographics•Databases•Institution-specific info
Sorry Log
Sorry Log
Sorry Log Data
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Sorry LogFall 2015 until October 5, 2015
Usability Testing
Usability Testing
Web Usability TestingBefore After
Web Usability TestingThis website is easy to use.
I am able to find what I need quickly on this website.
I enjoy using this website.
It is easy to navigate within the website.
This website keeps the promises it makes to me.
I can count on the information I get on this website.
The information on this website is valuable.
I will likely visit this website in the future.
I found the website to be attractive.
The website has a clean and simple presentation.
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3.5
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3.7
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3.5
SUPR-Q Questions
Mobile Testing – Survey Monkey
http://tinyurl.com/calcon2015
Mobile Testing – Poll Everywhere
Which best describes your biggest frustration gathering feedback from patrons?
Too much feedback: ANot enough feedback: B
Feedback too vague, not actionable: CNot sure where to begin: D
Respond at PollEv.com/calcon2015 Text CALCON2015 to 37607 once to join, then A, B, C, or D
Results
TakeawayCapturing feedback is crucial!
ReflectWhat method of inviting feedback would make sense for your institution?
Evaluating Feedback
Feasibility Criteria-How many people are currently impacted by the issue/change?-How will changes be communicated internally/externally?-Are there alternatives you can consider?-Can you pilot test the change?-What risks are associated with change? With status quo?-Who will be involved in the change?
Achieve, Preserve, Avoid
Hedgehog Concept
What are you deeply
PASSIONATE about?
What can you do BEST in the
world?
What drives your
ECONOMIC engine?
Collins, 2001
Learning Commons SurveyBe
TakeawayBe adaptable, don’t be emotionally attached to your project
Implementing Changes Now what?
Implementation ChecklistDo you have (or need) buy-in from your department/colleagues, library administration, IT, patrons, or faculty? Are there adequate financial resources? Need grant or special funding? Can you articulate expected outcomes?
How will you handle IT issues that arise? Who will do the change work? Do you need to delegate? How will shifting priorities impact implementation? Where do you fit with the phases of change? Are you a delegator, doer, or big picture person? Where do you need to ask for help from others? How will you handle vendor issues? Ex. Products ordered not arriving as expected or deadlines missed. What will be your backup plan?
Implementation Checklist
ReflectBased on the feedback you receive, what will you need to prepare for in making the change at your institution?
ACC Stories: Small changes
ACC Stories: Branches
ACC Stories: Remote access
ACC Stories: Signs
ACC Stories: WebEx
ACC Stories: Instruction lab
ACC Stories: Law library
ACC Stories: Quiet Floor
ACC Stories: Therapy dogs
ACC Stories: Accessible Computers
ACC Stories: Outlets
ACC Stories: Which format?
Takeaway Keep observing your users, look for ways of tracking recurring problems
AcknowledgementsA special thank you to Casey
Lansinger, Ann Priestman and Lisa Grabowski for their ideas and contributions to changes in the
library.
Your stories?
Questions?