What we see, what our users say: Development, distribution and analysis of an interlibrary loan and course reserves end user survey

Abstract

A Large research university Libraries ' Access department provides essential services to support the teaching and research goals of the faculty, students, and staff. This department facilitates access to resources in circulating collections, and through interlibrary loan and document delivery services, print and electronic course reserves, and consortia resource sharing partnerships. , , Because this service has not been assessed in the most recent five years, and thus the knowledge of the user's satisfaction, experiences and needs is unknown. Further, we need to identify any gaps in our core services in order to improve department to better serve our students, staff and faculty. , , In spring 2019, the department conducted an interlibrary loan and course reserves survey. The ILL survey was distributed to 943 faculty, 3668 staff and students who use ILL service from January 1 2018 to January 1 2019. The course reserves survey was distributed to 2528 faculty who used the service from January 1 2018 to January 1 2019. This poster shares the survey questionnaires and best practices for developing effective and efficiency survey questions along with tips and tricks of using Qualtrics' survey tool to distribute a customized survey. We will also discuss how to use the survey results to gauge patron satisfaction and need and examine service fulfillment and efficiency. This survey has resulted in re-think, re-design Access services from end user's perspective .