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

0

2

4

6

8

10

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.

0 0.5 1 1.5 2 2.5 3 3.5 4 4.5 5

3.5

3.4

3.5

3.7

3.6

4.3

4.4

4.6

3.4

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?