painting with feedback presentation
TRANSCRIPT
Painting with feedback
Clare Thorpe & Linda Barron
@thorpe_clare@lindaxbarron
State Library of QueenslandSLQ is committed to enriching the lives of all Queenslanders, creatively engaging people with information, knowledge & community.
Image credits: SLQ Corporate Image Library
Visitor Experience
Visitor Experience staff Jason, Angela, Fed & Linda(Image credit: SLQ)
Feedback is important to us
CC0 Public Domain
• Provide evidence to inform decision making and identify priorities
• Enhance client engagement by encouraging & responding to communication
• Gain a unique insight into visitors’ experiences
Feedback at SLQ
Tell us feedback
July 2014 - June 2016Total = 1284 responses• Comments – 377• Compliments – 437• Complaints - 322• Suggestions – 148
Complaints Management Policy
Image credit: Kevin Spencer (CC BY-NC 2.0)https://www.flickr.com/photos/vek/
Feedback plus
Audience research report
Feedback plus
Happiness exit poll
Feedback plus
Staff observations
Innovations inspired by feedback
Volunteer Rob performing during Music Hour
Music hour“Piano playing this afternoon 3/7/15 was lovely. It helps me study.”
“I am not enjoying the live piano music in the library this afternoon (3 July). Very repetitive and irritating. Please do NOT tell me to use earphones to block out the noise. Thank you.”
Innovations inspired by feedbackPremium quiet study space“The space is a great place to work and research but unfortunately this is often ruined by noisy conversations and phone calls occurring regularly in the supposed ‘quiet zones’.” “This is a great library, with great resources. Unfortunately, not even the quiet areas are quiet, with so many people talking – Level 3.”
Closing the feedback loop
Facebook post promoting new quiet study area
Instagram post promoting relaxations to our Food and Drink policy
Future focus – closing the loop• Implement digital
signage solution• OneLan has been
selected as provider
Image credit: OneLan
Future focus• Incorporate social
media feedback into data collation, response and reporting
• Use Beacon technology to monitor visitor movements
Image credit: Ibeacon app testing, Copenhagen Annette Q Pedersen CC BY-NC-SA 2.0 https://www.flickr.com/photos/anetq
Clare Thorpe & Linda Barron
@thorpe_clare@lindaxbarron