Evidendebased Librarianship Gathered Customer Feedback and Research Support
Evidende-based Librarianship, Gathered Customer Feedback and Research Support Services Kavevangua Kahengua and Päivi Helminen
Outline Topics of the day: Evidence-based librarianship Gathered customer feedback Research Support Services
Mirja Iivonen: Evidence-based librarianship
Evidence-based librarianship • The clue is to put research or the best available evidence into action. • It is always connected with decision-making. • Evidence can be -user-reported, librarian observed, research derived - qualitative or quantitative data
EBL Questions • Questions are practical and related to the library context. • Fuzzy questions lead to fuzzy answers. • Naïve questions are also important. Do not take anything as self-evident.
EBL Questions Types of questions: A. Prediction questions - Seek to predict outcomes under certain circumstances. B. Intervention questions - Compares two or more actions in terms of how ”succesful”. C. Exploration questions - Seek to answer the question why?
The SPICE model for analysing the questions in EBL - Setting (where – the concrete library environment) - Perspective (for whom – does it relate to all users or a certain group) - Intervention (what – the service or activities) - Comparison (compared with what, alternative service or action) - Evaluation (with what results)
EBL Group Work • In the group work, seven groups formulated relevant, answerable questions from UNAM library practice. • The SPICE model was used to analyze the questions. • The groups formulated the following questions:
Questions developed in the workshop (1) • Does the teaching of information literacy (to) students result in students’ knowledge of library resources and quality students’ assignments? • Does the teaching of information literacy to academic staff and researchers increase research output?
Questions developed in the workshop (2) • How do the UNAM libraries e-resources affect the library users’ information seeking behaviour? • Does integrating infomation literacy at UNAM libraries lead to better usage of library facilites and services than teaching it without faculty collaboration?
Questions developed in the workshop (3) • Why is the system for prescribed books and articles based on two hours lending period? • Does the library’s operating hours allow users to conduct research effectively? • What are the best library operating hours?
EBL: How to continue (1) • The questions indicated which are the urgent issues that need to be explored by means of evidende-based librianship practice. • The questions need to be developed further. • The next step is to clarify and improve the formulation of the questions. • The following step will be to plan how to gather evidence and to estimate what kind of evidence is available.
EBL: How to continue (2) • There is interest among library staff for evidencebased practice but in order to achieve results from EBL work there is need for - further training and teams that study and explore EBL together - encouragement from colleagues and supervisors - time allocated for conducting evidence-based practice EBL is empowering people.
Leena Toivonen: Gathered customer feedback
Gathered Customer Feedback Libraries receive and gather customer feedback (compliments, complains) in numerous different ways: -email -online form available on the library webpage -printed forms -face-to-face in customer service -observations
Feedback Form of the Library • • FEEDBACK GIVER Name: E-mail & phone number: Date: FEEDBACK RECEIVER Name: Date: ADDITIONAL INFORMATION: PROSECCION OF Feedback answered, date: Feedback compiled in statistics, date: 01/01/2022
Gathered Customer Feedback • Feedback group: Copies of all client feedback and responses is collected and it should be sent to “the feedback group” of the Library • An Annual Client Feedback Report: A Client Feedback Report will be compiled once a year, incorporating all feedback received in the preceding 12 month period. The report (including statistical trends) is handled at the Library Management Group •
Gathered Customer Feedback • It is essential to 1. to utililize and analyze the feedback 2. report feedback to decisionmakers (both positive and negative) 3. to take the necessary actions and improve services on the basis of the feedback 4. inform customers how their feedback had an influence on library services
Maria Forsman: Research Support Services
New Support Services for Researchers • Research data archiving, re-use of data and information services • Publishing support • Open Access publishing • Digital archiving of scientific publications • Theses and dissertations – both printed and electronic • Bibliometric analyses and services • Research evaluation and assessment • Publication profile for a researcher or research group • Information literacy programs for researchers and post-graduates
Research Support Services • Researchers differ and scientific fields differ. Therefore a wide variety of services and tailoring is needed. • There are the old services which are still needed and new services and new emerging needs which do not have any services yet. Librarians need to be alert for the emerging needs because researchers might not be able articulate their emerging needs.
Research Support Services: Discussion • Scientometric is the umbrella term. Bibliometrics and webmetrics belong under it. • Bibliometric analysis is important in UNAM staff should know more about it. It is very important for the university and increases the visibility of the university. • Tools for bibliometric analysis: Web of Science, Scopus, Google Scholar has the “Publish or Perish” tool for bibliometrics. • ISSI, a journal for infometrics
Research Support Services: Discussion • Feednavigator (a search tool) is a current awareness tool which is freely available for all users. • Research data archiving is a hot topic at the moment but there are no solutions for all the fields of science available. • UNAM library archives would be the right place for research data. Written agreements are needed to clarify the copyright issues.
Thank You! Kiitos!
- Slides: 24