MYSTERY SHOPPING CASE:
UniKassel Bibliotek
Inspectors:
Caroline VANDYSTADT
Dilara ADAYLAR
A. Introduction
B. Focus of the research
C. Flowcharting
D. Assessment
AGENDA
Introduction
• 20.000 students in Kassel
• Merger of the former state library, Murhard
Library and library of University K...
Introduction
Core & Augmented Services
Advices,Studying,
Printing, Internet
Borrowing
services
Focus of the research
• Mystery shopping case on a public service
• Assessment of main building in Holländische
Platz camp...
Flowchart
Reception
Borrowing services
Multimediatek
Study place
A. Introduction
B. Focus of the research
C. Flowcharting
D. Assessment
AGENDA
Assessment
• Methodology:
▫ First time of being in library
▫ 76 criteria for assessment
▫ Scale from 1 to 5 ( 1: highest ;...
• 2 points were assessed:
▫ Staff
▫ Environment
• In total : 12 criteria for staff and environment
• Represents 13% of the...
Borrowing service
Assessment
Online
Face-
to-face
Website
E-support
Staff
Borrowing Machines
Inter-loan service
Trai...
Online Services
• Represents 18% of the total evaluation
• 2 poins were assessed :
▫ Website with 6 criteria
▫ E-support w...
Face-to-Face Servicers
• Represents 34% of the total evaluation
• 4 points were assessed:
▫ Staff with 10 criteria
▫ Machi...
Borrowing Services - Summary
• Borrowing services represents 52% of the total
evaluation.
Overall Ranking for the borrowin...
Multimediatek
• Represents 25% of the total evaluation
• 2 points were assessed:
▫ Computer lab with 8 criteria
▫ Copy roo...
Studying places
• Represents 10% of total evaluation
• Assessment of 6 different rooms with 7 criteria
▫ Individual Rooms
...
Overall Assessment
• The library service is satisfactory in general.
• Several points to be taken into consideration:
▫ La...
THANK YOU
FOR
YOUR ATTENTION!
QUESTIONS?
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Mystery shopping case-UniKassel Bibliotek

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  • C: 1-2-5-6-9-10-13-14
    D:3-4-7-8-11-12-15-16
  • Mystery shopping case-UniKassel Bibliotek

    1. 1. MYSTERY SHOPPING CASE: UniKassel Bibliotek Inspectors: Caroline VANDYSTADT Dilara ADAYLAR
    2. 2. A. Introduction B. Focus of the research C. Flowcharting D. Assessment AGENDA
    3. 3. Introduction • 20.000 students in Kassel • Merger of the former state library, Murhard Library and library of University Kassel in 1975 • 10 departmental libraries: 5 of them are located at Holländischer Platz. The others can be found throughout Kassel’s city region and Witzenhausen. • Library can be used also by visitors
    4. 4. Introduction Core & Augmented Services Advices,Studying, Printing, Internet Borrowing services
    5. 5. Focus of the research • Mystery shopping case on a public service • Assessment of main building in Holländische Platz campus • Divided into 4 main parts: ▫ Reception ▫ Study Places ▫ Multimediatek ▫ Borrowing services
    6. 6. Flowchart Reception Borrowing services Multimediatek Study place
    7. 7. A. Introduction B. Focus of the research C. Flowcharting D. Assessment AGENDA
    8. 8. Assessment • Methodology: ▫ First time of being in library ▫ 76 criteria for assessment ▫ Scale from 1 to 5 ( 1: highest ; 5: lowest ranking) ▫ Assestment in 4 main fields : Reception Borrowing Service Multimediatek Study places Staff Online Services Computer Lab Rooms(Individual & Groups) Environment Personal Services Copy room Common place Balcony Café WCs
    9. 9. • 2 points were assessed: ▫ Staff ▫ Environment • In total : 12 criteria for staff and environment • Represents 13% of the total evaluation • Result : 2,29 / 5 • Lightining, crowded and level of noise Reception Assessment
    10. 10. Borrowing service Assessment Online Face- to-face Website E-support Staff Borrowing Machines Inter-loan service Training
    11. 11. Online Services • Represents 18% of the total evaluation • 2 poins were assessed : ▫ Website with 6 criteria ▫ E-support with 5 criteria • Result: 1.61 / 5 • Language (both for website & database) Assessment/Borrowing Services
    12. 12. Face-to-Face Servicers • Represents 34% of the total evaluation • 4 points were assessed: ▫ Staff with 10 criteria ▫ Machinery with 3 criteria ▫ Inter-loan services with 7 criteria ▫ Training service with 4 criteria • Results: 1,45 / 5 • Service hours, duration of borrowing (inter-loan) Assessment/Borrowing Services
    13. 13. Borrowing Services - Summary • Borrowing services represents 52% of the total evaluation. Overall Ranking for the borrowing service 1,53 / 5 Assessment
    14. 14. Multimediatek • Represents 25% of the total evaluation • 2 points were assessed: ▫ Computer lab with 8 criteria ▫ Copy room with 7 criteria • Results: 2,31 / 5 • Language, time needed to access Assessment
    15. 15. Studying places • Represents 10% of total evaluation • Assessment of 6 different rooms with 7 criteria ▫ Individual Rooms ▫ Rooms for groups ▫ Common place ▫ Cafeteria ▫ Balcony ▫ WCs • Results : 2,13 / 5 • Individual rooms (light & noise) Assessment
    16. 16. Overall Assessment • The library service is satisfactory in general. • Several points to be taken into consideration: ▫ Language ▫ Duration of borrowing (for inter-loan service) ▫ Time needed for the access to the computer ▫ Printing services (from USB stick) OVERALL RANKING : 2,06 / 5
    17. 17. THANK YOU FOR YOUR ATTENTION!
    18. 18. QUESTIONS?

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