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Taking the Holistic View: Building a customer feedback database.
The document outlines the development of a customer feedback database for the Open University library, emphasizing a systematic approach to analyzing qualitative data through various methods such as focus groups, interviews, and surveys. It discusses the phases of database development, including initial research and the incorporation of diverse data types, while highlighting the importance of feedback in strategic planning to enhance student engagement. The document also offers practical recommendations for using feedback to assess and improve library services.
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Taking the Holistic View: Building a customer feedback database.
- 1. Taking the HolisticView: Building a customer feedback database. Selena Killick Library Services Manager (Student Engagement) The Open University @SelenaKillick
- 2. The Open University •Open to People, Places, Methods and Ideas • The UK’s only university dedicated to distance learning • Over 173,000 students • 30% of new OU undergraduates are under 25
- 3. The Open UniversityLibrary • A trusted, leading-edge service at the heart of the Open University learning experience • Over 600,000 books, 65% electronic • Over 98,000 serials, 100% electronic • Team of 70 colleagues • Embedded Digital & Information Literacy Skills • 24/7 Virtual Library Helpdesk
- 4. Bit about me •Currently Library Service Manager (Student Engagement) • “lead the strategy, planning and evaluation of a consistent student experience within Library Services” • Previously • Library Quality Officer, Cranfield U • LibQUAL+ European Administrator
- 5. Building a CustomerFeedback Database
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- 9. The whole is greater thanthe sum of its parts. - Aristotle
- 10. Recommendations • Systematic analysisof all qualitative data • Use qualitative software & grounded theory • Review feedback by topic not mechanism • Exploit feedback in strategic planning • Provide ad-hoc feedback query service for Library Staff • Share feedback outside of the Library
- 11. Developing the Database (Phase1) • Built on initial research • Moved to NVivo • Incorporated more data • Cascading of project to colleagues • No training undertaken • Solo working
- 12. Developing the Database (Phase2) • Feedback Champions • Staff Development • Grounded Theory • Shared Taxonomy
- 15. NVivo Source FileTypes • Text • Images • Audio & video • Spreadsheets • Databases • Webpages • Social media • Emails • Evernote, OneNote • Survey Monkey
- 16. We assess toimprove… …not to prove. - Oakleaf
- 17. Proactive Leadership Team Reports Faculty Reporting AnnualUnit Planning Reactive High-Level Data Requests Ad Hoc Research Complaint Investigation Exploiting the Data
- 18. Querying the Data TopicOpinion Date User type Study Mode Discipline Age Gender Source
- 19. Examples of use •What are our key customer concerns and how are these changing? • What do the Arts students think of the Library collection? • What reference management software are our customers using? • What packages do our Alumni want to access? • For those who are unhappy, what opening hours do the customers want?
- 20. Top Tips Team work Staffdevelopment Data exploitation
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- 22. Thank you! Selena Killick LibraryServices Manager (Student Engagement) Selena.Killick@open.ac.uk @SelenaKillick
Editor's Notes
- #7 If you’re sitting comfortably, then I’ll begin. Back in 2011 I conducted a customer needs analysis project. Focus groups with data analysed in Atlas TI. Six months later review of research software. Acorn of an idea turned into an Oak Tree.
- #8 Like many Libraries we had a wealth of customer feedback available via multiple channels
- #9 We had fallen into the common trap of reviewing and analysing the feedback via the communication channel it was received – silo thinking.
- #22 It’s not rocket science