FHSLA Tools for Measuring User Satisfaction


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Presented at the FHSLA Annnual Meeting in Orlando, Florida - April 2013.

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  • How is Reach defined for each of my Page posts?Reach is the number of people who have seen your post. Figures are for the first 28 days after a post's publication and include people viewing your post on both desktop and mobile. Your post counts as having reached someone when it is loaded and shown in News Feed. Note that data from before July 2, 2012 only includes people viewing your post on desktop.To sort your Page's posts by how many people have seen them, click Reach in the Page Posts section of your insights overview.How is People Talking About This defined for each of my Page posts?People Talking About This is the number of people who have created a story from your Page post. Stories include:Sharing, liking or commenting on your postAnswering a questionResponding to an eventClaiming an offerHow is Virality defined for each of my Page posts?Virality is the number of people who have created a story from your post as a percentage of the number of people who have seen it.What's the difference between Impressions and Reach?Impressions measure the number of times a post from your Page is displayed, whether the post is clicked on or not. People may see multiple impressions of the same post. For example, a fan might see a Page update in News Feed once, and then a second time if their friend shares it.Reach measures the number of people who received impressions of a Page post. The reach number might be less than the impressions number since one person can see multiple impressions.
  • Press F5 or enter presentation mode to view the poll\r\nIn an emergency during your presentation, if the poll isn't showing, navigate to this link in your web browser:\r\nhttp://www.polleverywhere.com/multiple_choice_polls/FV62ccSu5ZXy0z9If you like, you can use this slide as a template for your own voting slides. You might use a slide like this if you feel your audience would benefit from the picture showing a text message on a phone.
  • FHSLA Tools for Measuring User Satisfaction

    1. 1. TOOLS FOR MEASURING USER SATISFACTION Presenter: Diana Silveira Novare Library Services
    2. 2. Agenda How to meaningfully evaluate usage statistics How to poll and solicit feedback from users online Tips on effective focus groups How to connect and engage with online users
    3. 3. Usage Statistics
    5. 5. 500
    6. 6. Magic Formula? = Cost/Usage x Outcome Remember cost is not just money but staff time
    7. 7. Tools to Determine Usage
    8. 8. Google Analytics
    9. 9. Facebook
    10. 10. Twitter
    11. 11. Tips for Measuring Use a URL Shortners for stats – different URL for different sources Evaluate Find out what matters to stake holder/decision makers and count accordingly
    12. 12. Feedback from users online
    13. 13. Online SurveysPros Cons Easy to Administer  Selective Results Free (or inexpensive)
    14. 14. Software http://novarelibrary.polldaddy.com/s/library-survey https://docs.google.com/spreadsheet/embeddedform?formkey=dF83aXFwTnB0VThqaVA3bHB1bmpwT1E6MQ https://www.surveymonkey.com/s/6KSPBDK
    15. 15. Tips for Successful Surveys Keep it short Give an incentive Only ask what you REALLY need Don’t ask leading questions
    16. 16. Focus Groups
    17. 17. Focus Groups 101 Determine your goals and objectives. Do rigorous recruiting and screening. Dont cheap out on the facilitator. Dont expect hard data. Do listen to the "loudmouth” Do remain flexible.
    18. 18. Setting it Up Eight to 10 participants Record/video session so you can review Have a strategy…but be flexible 90-120 minutes
    19. 19. Tips for Success Don’t ask “Why” Invitations should come from a “specialized list” Let people know the topic beforehand Use non-directive questions Follow-up
    20. 20. Connect and Engage Online
    21. 21. Comments Allow comments on web pages, catalogs and social media Creating Discussion
    22. 22. Online Focus Groups GoToMeeting Google Hangout Free Conference Call
    23. 23. Social Media  Do you follow tags?  Who replies?  Do you ask for opinions?
    24. 24. Creating a “Go To Group” Invite:  Hospital and Community Leaders  Members of the Medical Community  Super Users  Non-traditional users  cross-section demographics Divide into cross-sections Poll, Question, Survey Regularly
    25. 25. Website “Have at least three different ways a customer can easily offer them feedback. And it’s not hard to do if you think of the technology available.”Examples:  Form on your website  Email address just for feedback  Toll-free customer feedback hotline  Social Media Channels - http://goo.gl/Mo6wH
    26. 26. Email Surveys Constant Contact MailChimp
    27. 27. Questions
    28. 28. Contact Me Diana Silveira diana@novarelibrary.com delicious.com/dee987/evaluation slideshare.net/dee987www.facebook.com/NovareLibraryServices 877-816-9638 Visit our booths FLA - #204 ALA - #250