Persuasive Evidence Improving Customer Service Through Evidencebased Librarianship
Persuasive Evidence: Improving Customer Service Through Evidence-based Librarianship Presented by Wendy Abbott Bond University Library www. bond. edu. au/library
Overview o About Bond o Case studies n n n Opening hours Feature film management End. Note training o What did we learn about evidence based practice?
About Bond o Private, not-for-profit university o Approximately 2, 700 students (50/50 domestic and international) o 4 academic faculties (Business, Health Sciences and Medicine, Humanities and Social Sciences, Law) o 2 libraries (Main & Law)
Library Quality Processes o Vast quantities of data are gathered to measure performance and assure service standards o Processing turnaround times o Usage surveys o Customer satisfaction surveys o Qualitative data from focus groups, forums, etc.
o Some quality measures are designed to diagnose problems and prescribe the appropriate response or remedial action required o Others raise issues for which there is no ready made solution
o For every problem, there is one solution o … which is simple, neat o … and wrong (H. L. Mencken)
1. Case Study on Library Opening Hours o Context n Increasing pressure from students to extend opening hours to 24 x 7 n The issue intensified to a point where a comprehensive approach was needed to find some convincing answers that would inform all stakeholders and help to resolve the issue
Research questions o Should Bond University Library increase opening hours to meet student demand? o How realistic is 24 hour opening?
Evidence gathered o Comparison of opening hours using CAUL statistics o CAUL Survey on 24 hour opening (26 responses) o Literature review o Analysis of feedback and usage patterns o Costing of opening hours options
Appraising the evidence o Report to stakeholders based on the evidence with recommended action plans o Consultation with stakeholders leading to agreed decisions n Recommendation to increase opening hours leading up to exams n Recommendation to include 24 x 7 facility in the refurbishment of the Main Library
Applying the results o Stakeholders gained a better understanding of the Library’s role in providing a community hub and learning environment o New question defined: n What facilities and services should be included in a refurbished library? n More research including focus groups, literature reviews, etc.
2. Case Study on Access to Feature Films o Problems n Collection of feature films on DVD and video acquired to support film and TV courses but heavily used by entire Bond community causing perceived lack of availability for FTV staff and students n Complicated call number system and shelf arrangement for feature films
Research questions o How can the feature films on DVD and video be organised and managed to maximise access for the Bond community? n Should these resources be more tightly controlled to improve access for FTV staff and students? n What is the most appropriate shelf arrangement?
Evidence gathered o CAUL survey of feature film management practices (30 responses) o Literature review o Analysis of loan statistics and lost and missing reports
Appraising the evidence & applying the results o Academic staff consulted and a number of changes were implemented: n Manual booking system promoted & an automated system investigated n Feature films re-shelved in title order n Titles most susceptible to theft moved to closed access n Loans policy to be modified
3. Case Study on Supporting Undergrads to Master the Basics of End. Note o Background n Competency in End. Note added to the list of applications that students need to master as part of the University’s core IT course n Library staff called on to assist IT faculty to develop and implement the new initiative
Evidence gathered, appraised & applied o Literature review o CAUL survey on End. Note support and teaching practices (34 responses) o Library staff and academics collaborated on the development of the tutorials and mastery tests that students would undertake o Students results on the End. Note mastery test will be analysed
The problem refined o A broader question about the impact of teaching End. Note still needs to researched answered: o How will teaching undergraduate students End. Note impact on their information skills?
Other Bond Library examples of EBL in action o Research into options for creating a library portal and a digital repository o Research to improve Library website and catalogue navigation
Evaluating our performance o Need to take the time to specify the question o o – use PICO or SPICE Evidence base in the literature spread across a wide range of information sources Lack of transferable results in published studies Survey methodology could have been more rigorous Involvement of stakeholders was an essential feature
Why use EBL? o “The concept of professional practice built on the explicit and judicious use of current best research findings in making decisions about the performance of the day-to-day role o and where the day-to-day professional work is directed towards demonstrating the tangible impacts and outcomes of sound decision making (Todd, 2003)
Many good reasons to use EBL o Capitalise on well established quality processes o Move away from relying on local knowledge and experience o Stimulate innovation and change o As a framework to involve stakeholders o Demonstrate sound decision making
Room to improve o We need to develop the skills to effectively carry out EBL n n Articulate questions Undertake research Appraise evidence Implement an action plan o Above all we need to create a culture of questioning and reflecting on what we do
Q&A
- Slides: 24
