Why is it important to periodically survey library user satisfacation? What elements can be studied within the context of university libraries? How are sample groups chosen, how is data collected and how is it then analysed? This volume addresses such questions, as well as others, presenting fundamental theoretical principles and actual case studies pertinent to library and information science conducted by the authors in a University library setting. Knowing how to conduct a targeted and efficient survey is vital in the current research library setting which ever more demands a constant increase in user satisfaction. Indeed, gathering feedback directly from users is the only way to identify areas for improvement and develop services that are tailored to user needs while remaining within the limits of the library's resources. However, before undertaking such a study, researchers must have a complete picture of the various methodologies available in order to select the one that is most appropriate to the focus of their investigation and objectives. Interviews, focus groups and questionnaires are among a variety of different techniques for gathering both qualitative and quantitative social research data. Nevertheless, the implementation of multiple methods can provide highly valuable, complementary numerical and narrative data to make informed decisions and increase user satisfaction. In this publication administrators, librarians and students who are interested in the topic of research library user satisfaction will find conceptual explanations, useful suggestions, and bibliographical references for additional investigation into the subjects presented.
Perché è importante realizzare indagini periodiche sulla soddisfazione degli utenti in biblioteca? Che cosa può essere esaminato nel contesto delle biblioteche universitarie? Come individuare il campione, raccogliere i dati e analizzarli? Il volume risponde a queste e ad altre domande fornendo elementi teorici, esempi relativi al contesto bibliotecario e casi di biblioteche universitarie che hanno coinvolto gli autori. In un contesto organizzativo in cui si tende sempre più al miglioramento continuo, saper condurre un’indagine di customer satisfaction mirata ed efficace diventa fondamentale. Solo ascoltando le opinioni degli utenti e raccogliendo i loro suggerimenti, infatti, è possibile individuare le aree di miglioramento ed erogare servizi “su misura”, compatibilmente con eventuali limiti strutturali. Ma prima di avviare un progetto di indagine è necessario essere consapevoli delle metodologie disponibili, al fine di scegliere quelle più adeguate agli obiettivi e all’oggetto della ricerca. Interviste, focus group o questionari sono tecniche di rilevazione che fanno riferimento ad approcci ben diversi della ricerca sociale (qualitativo e quantitativo). Tuttavia l’adozione di metodi differenti può fornire informazioni complementari (parole e numeri) molto utili per prendere decisioni corrette e per soddisfare maggiormente gli utenti. Dirigenti, bibliotecari e studenti interessati a queste tematiche troveranno nel libro delucidazioni concettuali, indicazioni operative e molti riferimenti bibliografici per approfondire ciascun argomento.
Faggiolani, C., Moroni, I. (a cura di). (2012). La customer satisfaction nelle biblioteche delle università: elementi teorici, linee guida e casi di studio. Firenze : Casalini Libri.
La customer satisfaction nelle biblioteche delle università: elementi teorici, linee guida e casi di studio
MORONI, ILARIA
2012
Abstract
Why is it important to periodically survey library user satisfacation? What elements can be studied within the context of university libraries? How are sample groups chosen, how is data collected and how is it then analysed? This volume addresses such questions, as well as others, presenting fundamental theoretical principles and actual case studies pertinent to library and information science conducted by the authors in a University library setting. Knowing how to conduct a targeted and efficient survey is vital in the current research library setting which ever more demands a constant increase in user satisfaction. Indeed, gathering feedback directly from users is the only way to identify areas for improvement and develop services that are tailored to user needs while remaining within the limits of the library's resources. However, before undertaking such a study, researchers must have a complete picture of the various methodologies available in order to select the one that is most appropriate to the focus of their investigation and objectives. Interviews, focus groups and questionnaires are among a variety of different techniques for gathering both qualitative and quantitative social research data. Nevertheless, the implementation of multiple methods can provide highly valuable, complementary numerical and narrative data to make informed decisions and increase user satisfaction. In this publication administrators, librarians and students who are interested in the topic of research library user satisfaction will find conceptual explanations, useful suggestions, and bibliographical references for additional investigation into the subjects presented.
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