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March 15, 2012 by Gary Price

Article: "Analyzing Public Library Service Interactions to Improve Public Library Customer Service and Technology Systems"

March 15, 2012 by Gary Price

Title

Analyzing Public Library Service Interactions to Improve Public Library Customer Service and Technology Systems

Authors

Holly Kristin Arnason
Edmonton Public Library
Louise Reimer
Edmonton Public Library

Source

Evidence Based Library and Information Practice
Vol 7, No 1 (2012)

Abstract

To explore the types and nature of assistance library customers are asking library staff for in a large Canadian urban public library system.
Methods – A qualitative study employing transaction logging combined with embedded observation occurred for three-day sample periods at a selection of nine branches over the course of eight months. Staff recorded questions and interactions at service desks (in person, by phone, and electronically), as well as questions received during scheduled and non-scheduled provision of mobile reference service. In addition to recording interaction details and interaction medium, staff members were also asked to indicate briefly the process or resources used to resolve the interaction. Survey data were entered and coded through thematic analysis.
Results – The survey collected 6,099 interactions between staff and library customers. Of those 6,099 interactions, 1,920 (31.48%) were coded as pertaining to technology help. Further analysis revealed significant library customer need for help with Internet workstations and printing.
Conclusions – Technology help is a core customer need for Edmonton Public Library, with requests varying in complexity and sometimes resolved with instruction. The library’s Internet workstations and printing system presented critical usability challenges that drove technology help requests.

Direct to Full Text Article (19 pages; PDF)

Filed under: Data Files, Libraries, Public Libraries

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Edmonton Public LibraryPublic Libraries

About Gary Price

Gary Price (gprice@gmail.com) is a librarian, writer, consultant, and frequent conference speaker based in the Washington D.C. metro area. He earned his MLIS degree from Wayne State University in Detroit. Price has won several awards including the SLA Innovations in Technology Award and Alumnus of the Year from the Wayne St. University Library and Information Science Program. From 2006-2009 he was Director of Online Information Services at Ask.com.

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