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| Auteurs principaux: | , , |
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| Format: | Recurso educativo Open Access |
| Langue: | en |
| Publié: |
2014
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| Sujets: | |
| Accès en ligne: | https://eric.ed.gov/?id=EJ1033788 |
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Table des matières:
- Understanding the Voice of the Customer: Practical, Data-Driven Planning and Decision Making for Access Services Huff-Eibl, Robyn Miller-Wells, John Begay, Wendy Library Services Library Development Decision Making Data Evidence Best Practices Needs Assessment Data Collection Strategic Planning Information Sources Academic Libraries Library Research User Needs (Information) User Satisfaction (Information) Trend Analysis Qualitative Research Statistical Analysis Higher Education Change Strategies This article describes the process and role frontline access and public service staff play in needs assessment and evaluation of user services, specifically in understanding the voice of the customer. Information includes how the University of Arizona Libraries have incorporated daily data collection into the strategic planning process, resources required (staff and technology), sources of data and methodology for data collection, tools used in the assistance of analysis, and sample outcomes implemented as a result of this process. Methods and approaches presented can be adopted or modified for use at other institutions.