by Carla Pfahl
Quick Summary
While we start compiling the information for the AskMN FY15 Report, I have been looking at the surveys completed in this past fiscal year.
While we start compiling the information for the AskMN FY15 Report, I have been looking at the surveys completed in this past fiscal year. AskMN libraries have the ability to use surveys at the end of chat questions and ask a variety of questions about the service they just received. AskMN libraries are encouraged but not required to use the survey feature as part of their chat service. Personally, I find the information patrons give us via the survey is especially helpful in gauging how effective the service was in meeting their time and and at their point of need.
Patrons enter the AskMN chat service from various points of need. That point of need is an indication to the librarian assisting that patron what level of help the patron may need. They can enter the service from a library’s homepage, the catalog, a LibGuide, a database, an FAQ page, or any other page a library may have the chat widget available on. The assisting librarian can see the referral url from where the patron entered the chat service so a question such as “I need an article about health care and GDP per capita” may begin differently if the patron was asking from the homepage, the catalog, or at an article page in Academic Search Premier. The librarian will have a better sense of how far into the research process the patron is if they were asking from within the article page of a database and may begin with a question to the patron such as “I see you are viewing the article The Impact of GDP on Health Care Expenditure: The Case of Italy. Is that a helpful article?” instead of “Where have you already searched?” The patron and librarian may have a more successful interaction if the librarian has a better understanding of the patron’s point of need. We appreciate it when the patron takes the time to complete the survey at the end of the session to let us know their impression of how well, or not so well, we were able to assist them with their information needs.
The surveys continue to reflect positive interactions with consistent satisfaction – 83% said they would use the service again. There is a comment section that patrons can add additional information which is where the most valuable information lies – direct feedback straight from our patrons. With the chat software we are able to link each survey back to the original transcript so if there is a question about a specific survey, we can view the transcript to get a better sense of what took place. While we take a closer look at our comments, here are some highlights to share from this past fiscal year:
Thanks! It is great to be able to contact the library at 11:00 pm from my home.
I was really confused going into the chat but I learned a lot! Sharyl was incredibly helpful and was really good at finding exactly what I needed help with.
This was awesome. Has to be a favorite going forward. Thanks for the awesome help with a difficult search question.
This helps provide an instantaneous method for getting articles from your home computer without searching forever online.
I love how easy it is to ask a quick question when something comes up I'm having trouble with. The librarians are great at pointing me in the right direction when I'm not sure where to start looking or if I'm having trouble finding a specific resource. Thank you!
