[14853] in Public-Access_Computer_Systems_Forum
What do users hate about virtual reference?
daemon@ATHENA.MIT.EDU (Sloan, Bernie)
Wed Jul 23 20:02:32 2003
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Date: Tue, 22 Jul 2003 20:10:01 -0500
From: "Sloan, Bernie" <bernies@UILLINOIS.EDU>
To: PACS-L@LISTSERV.UH.EDU
Reply-to: Public-Access Computer Systems Forum <PACS-L@LISTSERV.UH.EDU>
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I've been analyzing responses to a survey that attempts to gauge user
satisfaction with a virtual reference service.
While it's gratifying to know that 75%-80% or more of survey respondents
have had positive experiences with the service in question, the experience
has left me interested in knowing what users DON'T like, as a way of
gathering specific information on how to IMPROVE a virtual reference
service.
Has anyone tried to survey what users DON'T like about virtual reference, to
gain data to use in assessing how to improve the service?
Thanks!
Bernie Sloan
Senior Library Information Systems Consultant, ILCSO
University of Illinois Office for Planning and Budgeting
616 E. Green Street, Suite 213
Champaign, IL 61820
Phone: (217) 333-4895
Fax: (217) 265-0454
E-mail: bernies@uillinois.edu
