gathering & presenting user input
DESCRIPTION
This session goes beyond surveys to look at creative ways to gather and present user input. Surveys are tried-and-true ways to gather input from constituents, but there are many other fun and creative ways to hear your users’ voices. From user diaries, to flipcarts and pens, time-lapse photography, and on-the-ground guerilla surveying using iPads, learn alternatives for gathering and presenting user input to make more informed decisions for your library.TRANSCRIPT
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Jeff WisniewskiWeb Services & Communications LibrarianUniversi ty of Pi ttsburghjeff w@pitt .edu@jeff wisniewski
GATHERING AND PRESENTING (AND
ACTING ON) USER INPUT
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THE PROCESS
From: Design Thinking Toolkit http://www.b-21.org/design-thinking-toolkit-2/
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A process, not a thingExplicit (what they say)Implicit (what they do)Active (surveying)Passive (website analytics)OnlineOffl ine
FEEDBACK IS…
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No news is good newsNo complaints= happy usersThe complaints you hear are the only onesAnecdotal evidence is not biasedBuild it and they will come
BAD ASSUMPTIONS
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WHAT we didHOW we did itWHY we did itPROS and CONSWhat we LEARNED
METHODOLOGIES
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Print questionnaire/diary hybrid
Goal: discover how and why students use the building to help facilities and services planning
MY DAY
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Three parts: Entrance (motivation)During (activities)Exit (achievements)
169 responses (65% response rate)Incentive: $2.00 café gift card
METHODOLOGY
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Pro: Mostly structured dataPro: Demographic data allows for deeper
analysisPro: Contact information allows for direct
follow up as appropriateCon: Survey design and design of survey
time consumingCon: unstructured data time consuming to
code and analyze
PROS AND CONS
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Most respondents accomplished their goals for the visit
Many respondents reported that they visited library to undertake group or social activities
Respondents selected Hillman for its convenient location and good study atmosphere
FINDINGS
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Library is primarily a before or after class destination
A majority of respondents visit daily40% visit more than once a day40% spend between 30 min and 2 hrs, 40%
more than two hoursLess than 10% come for library specific
things: finding materials, getting help, etc.
FINDINGS
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What could we do better?More power outletsStronger wi-fiMore seating and more tables
FINDINGS
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FURNITURE MOVEMENT STUDY
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Photographic study of movement of furniture over time in select spaces
Seeking to determine: occupancy of specific quadrants, use patterns, to assist in space planning decisions
METHODOLOGY
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METHODOLOGY
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Pro: deeper understanding of space utilization than aggregate use information can provide
Pro: visual analysis of data not burdensome; no number crunching
Con: Pre-selected universe for analysis. Did we miss something?
Con: Labor intensive data gathering
PROS AND CONS
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Information to help in scheduling least disruptive programming, repairs, renovations
The “weekend” begins on our campus on Thursday
Make it movable, or they willLower use quadrants oh high use floors as
spaces for new services
FINDINGS
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FLIPCHARTS
Seek to learn what users like and dislike about various spaces
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Flipcharts and markers placed in 14 locations in building
2 weeks in March and 2 weeks in AprilSheets collected dailyResults analyzed
METHODOLOGY
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Pro: Quick, easy, cheap to implementPro: Unfiltered feedbackCon: Analysis of fully unstructured data time
consumingCon: No demographic dataCon: No ability to directly follow up
PROS AND CONS
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They want wi-fi , outlets, and better climate control
They HATE these:
WHAT WE LEARNED
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FLIPCHARTS FOR INTERNAL USE
Annual inclusive planning process
Discussion and study groups convene, discuss, debate, and propose strategic actions
Scented stickers for voting for strategic options, because why not?
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Exercise to investigate faculty opinions regarding the ULS and awareness of faculty-focused products and services
BRAND PERCEPTION STUDY
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Discussion GroupsThree Groups of Faculty Discuss perceptions of the ULS, services, staff ,
communications and messaging Sessions transcribed and transcripts analyzed
Follow Up Interviews with Selected Faculty
METHODOLOGY
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The good: All faculty find the library staff to be “extremely
exceptional” and able to respond to their requests Librarians and staff are highly respected and valued
and are clearly a strength Faculty are eager to have a more collegial
relationship with librarians There is a strong desire among faculty for hands-on
library led workshops
WHAT WE LEARNED
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The bad: Faculty awareness of many ULS services is low The ULS is starting to feel too "corporate" with a
company-customer feel instead of a collegial partnership
Faculty would like librarians to proactively suggest solutions without feeling like they are being "sold"
WHAT WE LEARNED
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Pro: Rich, unfi ltered informationPro: Direct engagement with facultyCon: Time consuming to plan, conduct, transcribe,
analyze
PROS AND CONS
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“For faculty and students, it really boils down to your relationship with the librarians. If you utilize them, you will have success.”
David SanchezCivil and Environmental
Engineering Department
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DID YOU KNOW…
We can consult with you about the management of your research data?
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“The ULS should be a destination site... It’s full of
treasures including a wealth of collections and archives
for visitors to enjoy. I also think the social aspect of the
library—with the coffee shop and collaboration areas—is
extraordinary and extremely healthy. You really feel a
strong sense of community in the library.”
Ellen Cohn Communications Science
and Disorders Department
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We have tools to help you demonstrate the impact of your research?
Did you know…
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“The fact the ULS helps to fund open access publishing is quite valuable to me as I publish journals in multidisciplinary areas. But the staff is also helpful with all of my needs, whether it’s with publishing, ordering books or requesting journals.”
Ervin Sejdic Electrical and Computer Engineering Department
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Google analytics Campaigns for measuring channelsContent grouping for evaluating success of certain types of content
iPad surveyingCommunication channel effectivenessProgramming analysis
How did you hear? More like this?
ONLINE
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“Campaigns” to assess effectiveness of communication channels
“Content Grouping” to assess effectiveness of various types of content
GOOGLE ANALYTICS
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Assess effectiveness of communication channels (email, PDF flyer, web page, etc)
Online asset tagged with special code; GA collects information
GOOGLE ANALYTICS: CAMPAIGNS
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www.library.pitt.edu/googlebooks
Parameters:utm_campaignutm_sourceUtm_medium Campaign URL Builder: https://support.google.com/analytics/answer/1033867?hl=en
GOOGLE ANALYTICS: CAMPAIGNS
Campaign= googlebooksSource=campus_portalMedium=pdf_flyer
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GOOGLE ANALYTICS: CAMPAIGNS
www.library.pitt.edu/googlebooks/?=utm=campaign=googlebooks&utm_medium=pdf_flyer&utm_source=campus_p
ortal
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The big picture is too big to be informativeDifferent perspectives for different content
types
Example: time on page (average):
Blogs, reviews, essays (engagement content)= HIGH
Database descriptions, login pages (portal content)=LOW
GOOGLE ANALYTICS: CONTENT GROUPING
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The big picture is too big to be informativeDifferent perspectives for different content types
Example: time on page (average):
Blogs, reviews, essays (engagement content)= HIGHDatabase descriptions, login pages (portal
content)=LOW
https://support.google.com/analytics/answer/2853423?hl=en
GOOGLE ANALYTICS: CONTENT GROUPING
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IN THE FIELD SURVEYING USING IPADS
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Created online survey using QualtricsDesktop shortcut on iPadAsked:
Name Email Department/major How did you hear about Should we do this again Can we follow up with you
METHODOLOGY
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WHAT WE LEARNED
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WHAT WE LEARNED
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WHAT WE LEARNED
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To my Communications teamTo our Offi ce of Strategic Assessment
THANKS