Embed Size (px)
Citation preview
Taking the Holistic View: Building a customer feedback database.
Selena Killick
Library Services Manager (Student Engagement)
The Open University
@SelenaKillick
The Open University
• Open to People, Places, Methods and Ideas
• The UK’s only university dedicated to distance learning
• Over 173,000 students
• 30% of new OU undergraduates are under 25
The Open University Library
• A trusted, leading-edge service at the heart of the Open University learning experience
• Over 600,000 books, 65% electronic
• Over 98,000 serials, 100% electronic
• Team of 70 colleagues
• Embedded Digital & Information Literacy Skills
• 24/7 Library Helpdesk
Improving the Customer Experience
It’s not rocket science…
"Evidence A: The Ransom Note" by Jared and Corin / CC BY-SA
Question 16 by clemsonunivlibray / CC BY-NC
Customer Feeback
Focus Groups & Interviews
Social Media
Surveys
Usability Testing
Meeting Minutes
Annual Quality Reviews
Comments
The whole
is greater
than the sum
of its parts.
- Aristotle
Customer Feedback Database
• Feedback Champions
• Qualitative Data Analysis Software• NVivo
• Atlas.TI
• Staff Development
• Taxonomoy
• Play the long game!
Feedback Sources
• Text
• Images
• Audio & video
• Spreadsheets
• Databases
• Webpages
• Social media
• Emails
• Evernote, OneNote
• Survey Monkey
We assess to improve…
…not to prove.
- Oakleaf
ProactiveLeadership Team
Reports
Faculty Reporting
Annual Unit
Planning
ReactiveHigh-Level Data
Requests
Ad Hoc Research
Complaint
Investigation
Exploiting the Data
Querying the Data
Topic Opinion Date
User typeStudy
ModeDiscipline
Age Gender Source
Examples of use
• What are our key customer concerns and how are these changing?
• What do the Arts students think of the Library collection?
• What reference management software are our customers using?
• What packages do our Alumni want to access?
• For those who are unhappy, what opening hours do the customers want?
Top Tips
Team work
Exploit your data
Staff development
…and Remember…
Thank you!
Selena Killick
Library Services Manager (Student Engagement)
@SelenaKillick
