1. Society for Scholarly Publishing
June 2, 2005, 4 - 5:30 P.M.
Concurrent 2C:
Getting and Using Customer Feedback
Track: Global Markets
Librarian Perspective: Jo-Ann Michalak
Jo-Ann Michalak, Tufts University,
June 2, 2005
Snapshot of Tufts as Customer
• 7 Schools: Arts & Sciences, Engineering,
Medical, Dental, Nutrition, Veterinary
Medicine, Law & Diplomacy
• 4,800 undergraduates
• 3,600 graduate students
• 1,100 faculty
• 80,000 living alumni
Jo-Ann Michalak, Tufts University,
June 2, 2005
Snapshot of Tufts University:
• Carnegie Comprehensive Research I
• Liberal arts college within a world class
university
• New President and Provost emphasizing
enhanced graduate programs and
research
• Database licenses negotiated as
consortium member: BLC and NERL
Jo-Ann Michalak, Tufts University,
June 2, 2005
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2. Tufts University: FY04 Collections Expenditures
Total $5,677,473
Other Books
$148,535 $746,218
3% 13%
Books
Print Journals
Electronic
Electronic Resources
Resources
Other
$2,269,052
40%
Print Journals
$2,513,668
44%
Jo-Ann Michalak, Tufts University,
June 2, 2005
Snapshot of Tufts’ Collections
Process
• Library selection officers consult with each
academic departments’ faculty library liaison
• Purchases based on anticipated educational or
research use and benefits
• Electronic database decisions made jointly by
Tufts libraries
• Many interdisciplinary programs within and
across schools, some university-wide
Jo-Ann Michalak, Tufts University,
June 2, 2005
Customer Feedback Gathered by
Tufts from Users
• Biennial Customer Satisfaction Survey
(13 years of data)
• LibQual+ Survey 2003
• Biennial meeting of selection officer with each
academic department’s faculty library liaison
• Active Suggestion Board in the library and online
• Purchase recommendations submitted by faculty
and students
• At least 1 Focus Group annually on Collection
Needs
Jo-Ann Michalak, Tufts University,
June 2, 2005
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3. Tufts Feedback to Publishers
• Publishers have made changes based on Tufts feedback
• Publisher reps ask for Tufts’ feedback on possible products or
changes
• Publishers have invited Tufts to participate in:
– Trial periods at Tufts or with consortium libraries
– Product focus groups in person
– Phone interviews about a product
• Tufts has partnered with a publisher on new product
development
• Tufts has invited publishers to give demos in the library for
library staff and/or library users in order to give feedback
Jo-Ann Michalak, Tufts University,
June 2, 2005
Contact Information
Jo-Ann Michalak
Director, Tisch Library
Tufts University
Professors Row
Medford, MA 02155-5816
phone: 617-627-3345
email: jo-ann.michalak@tufts.edu
Jo-Ann Michalak, Tufts University,
June 2, 2005
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