Navigating User Feedback Channels to Chart an Evidence Based Course for Library Redesign

Abstract

Abstract

Objectives – The objective of this project was to redesign library spaces based on the user feedback obtained from a broad complement of feedback channels. The over-arching goal of this project was to develop an evidence based approach to the redesign of library spaces.

Methods – Data from user-initiated and library-initiated feedback channels were collected and analyzed to determine priorities for library space changes. Online/onsite suggestions, a library onsite census survey, the LibQUAL+® survey, a whiteboard, ballot voting, and text voting were all used to gather input. A student advisory group was used as a sounding board for planned space changes before a final decision was made.

Results – Data produced by different feedback channels varied both in the number of suggestions generated as well as the changes requested. Composite data from all feedback channels resulted in a total of 687 suggestions identifying 17 different types of space changes. An onsite whiteboard, the LibQUAL+® survey, and library census proved the most prolific in producing suggestions.

Conclusion – Priorities for space changes were best determined through a composite of suggestions received from all feedback channels. The number of suggestions and requests received that were initiated by users was so small that it had to be supplemented with library-initiated feedback requests. The use of multiple feedback channels enhanced the number, variety, and scope of the suggestions that were received. Similar requests received through multiple feedback channels emphasized their importance to users. Focused follow-up feedback channels were effective in clarifying user suggestions for specific changes.