tools for measuring user satisfaction
DESCRIPTION
As we implement new digital services, it can be hard to analyze their success, meaning to users as well as what issues confront our users. In this webinar, we will discuss: - How to meaningfully evaluate usage statistics - How to poll and solicit feedback from users online - Tips on effective focus groups - How to connect and engage with online users About the Instructor: Diana Silveira is the President of Novare Library Services, a company that focuses on web, mobile and infrastructure services for libraries. Previous to starting Novare Library Services, she was the Virtual Reference Manager for Florida’s Ask a Librarian Service and coordinator for Florida’s Statewide Delivery System. She presents regularly on implementing technology, best practices and privacy issues online. She also works with libraries to deploy new technologies and develop new mobile and desktop websites. She was the 2011 the Florida Library Association’s Library Leader of the Year. When she is not playing with gadgets and gizmos, she enjoys diving, kayaking and playing with her son.TRANSCRIPT
Tools for Measuring User SatisfactionInstructor: Diana Silveira
AgendaO How to meaningfully evaluate usage
statisticsO How to poll and solicit feedback from
users onlineO Tips on effective focus groupsO How to connect and engage with
online users
Usage Statistics
What do you collect?
500
Magic Formula?
= Cost/Usage x Outcome
Remember cost is not just money but staff time
Tools to Determine Usage
Google Analytics
Tips for MeasuringO Use a URL
Shortners for stats – different URL for different sources
O EvaluateO Find out what
matters to stake holder/decision makers and count accordingly
Feedback from users
online
Online Surveys
Pros Cons
O Easy to Administer
O Free (or inexpensive)
O Selective Results
Software
http://novarelibrary.polldaddy.com/s/library-surveyhttps://docs.google.com/spreadsheet/embeddedform?formkey=dF83aXFwTnB0VThqaVA3bHB1bmpwT1E6MQ https://www.surveymonkey.com/s/6KSPBDK
Tips for Successful Surveys
O Keep it shortO Give an incentive O Only ask what you REALLY needO Don’t ask leading questions
Social Media
Focus Groups
Focus Groups 101O Determine your goals and objectives. O Do rigorous recruiting and screening. O Don't cheap out on the facilitator. O Don't expect hard data. O Do listen to the "loudmouth”O Do remain flexible.
Setting it UpO Eight to 10 participantsO Record/video session so you can
reviewO Have a strategyO 90-120 minutes
Tips for SuccessO Don’t ask “Why”O Invitations should come from a
“specialized list”O Let people know the topic
beforehandO Use non-directive questionsO Follow-up
Connect and Engage Online
CommentsO Allow comments
on web pages, catalogs and social media
O Creating Discussion
Online Focus GroupsO GoToMeetingO Google HangoutO Free Conference
Call
Social MediaO Do you follow tags?O Who replies?O Do you ask for
opinions?
Creating a “Go To Group”
O Invite: Community Leaders, Friends Members, Super Users, Non-traditional users, cross-section
O Divide into cross-sectionsO Poll, Question, Survey Regularly
Website
“Have at least three different ways a customer can easily offer them
feedback. And it’s not hard to do if you think of the technology available.”
Examples:O Form on your websiteO Email address just for feedbackO Toll-free customer feedback hotlineO Social Media Channels
- http://goo.gl/Mo6wH
Questions
Contact Me
[email protected]/dee987/evaluation
slideshare.net/dee987 www.facebook.com/NovareLibraryServices
877-816-9638
Diana Silveira
Visit our booths at
FLA and ALA