This document discusses using informal surveys and polls to gather feedback from library patrons. It compares the benefits and disadvantages of web-based survey software versus installed survey software. It then describes the Memorial University of Newfoundland Libraries' experience using quick polls to gather focused feedback from patrons on a variety of topics over a 2-week period. Results were tabulated and shared internally, and comments provided additional useful feedback. Challenges encountered included lack of data from some branches and contradictory responses. Tips for success include having a clear purpose, keeping polls simple, designing questions carefully, sharing results, and being able to act on the feedback received.

1. Is our two way communication
a one way street?
Gillian Byrne & Louise McGillis
Memorial University of Newfoundland Libraries

2. Informal Surveys & Polls
 Benefits
 Easy to create/disseminate
 Often high return rate
 Targeted feedback
 Provides operational feedback
 Disadvantages
 Unscientific results
 Can be difficult to interpret results
 Uncontrolled access
 Easy to compose badly!

3. Choosing A Software
 Think about...
 Price
 Software / hardware requirements
 Ease of use
 Features

4. Web-based (hosted) Survey Software
 Requires no hardware / software to run
 Often extremely easy to use
 Many free options available
 Little control over the look & feel
 No control over the data
 No control over the server speed
 Limited features
 Examples:
 SurveyMonkey
 QuestionPro
 WebSurveyor

9. Install (product) Survey Software
 Control over look & feel
 Control over the data
 Often have more features
 Range from open source to very $$
 Hardware requirements
 Software requirements
 Expertise needed to install
 Need to store / backup data
 Examples:
 VT Survey (Open Source)
 Perseus SurveySolutions

13. Memorial Quick Poll Experience
 Wanted focused feedback from patrons on
a wide variety of aspects
 Created the “Quick Poll” - an ongoing series
of basic online polls for the MUN community
 No more than 2 questions (besides basic
demographic questions)
 Linked of the Library news
 Live for 2 weeks at a time
 Quick polls always end with a comment box
 Results tabulated & disseminated internally
on staff website

16. Results Screen Cap

17. Thus far...
 Topics covered
 Physical space
 Study/ Research habits
 RSS feeds
 Reasons for visiting
 Response Rate
 Ranging from 237 (study space poll) to 62 (RSS
feeds poll)
 Average response rate ~100
 Comments
 Great comments response rate, both related
&unrelated to the poll topic

18. Sample Comments
 Either get blinds/curtains for the 5th/4th floor
carrels by the windows, or set up a larger
carrel section that is away from the windows,
though I'm not sure where that would be, as
the two or three near the silent area are not
many and its usually fairly noisy with people
talking on the cushioned seat area. Thanks for
listening
(Space Survey)
 provide a map indicating study areas and
their level of privacy. (Space Survey)

19. Sample Comments
 The off campus login feature is great. It really is a time
saver. Instead of having to go to the library, I can do
a lot of work from home, and know exactly what I
need to get when I get to the library. (Why are you
here? Survey)
 I use the online system majority of the time. had
looking for the physical book and it is more expensive
to photocopy than print. I also use a lot of resources
in formatting my report/assignment. (Research Habits
Survey)

20. Difficulties Encountered
 Not enough data for branches to work
with
 Contradictory data
 Multiple responses
 Hastily designed questions
 Difficulty in creating / tabulating surveys
 Acting on results!!

21. Tips for Success
 Have a clear idea of what you’re asking
and why you want to know
 Keep polls simple and brief
 Take the time to design questions well
 Have a plan for disseminating and acting
on results
 Make poll results and the actions that
happened public
 Try not to ask questions about things you
cannot (or will not) act on