Valutare il reference specialistico in una biblioteca universitaria: feedback degli utenti e dati statistici
| Main Author: | Moroni, Ilaria |
|---|---|
| Format: | Report NonPeerReviewed application/pdf |
| Bahasa: | it |
| Terbitan: |
, 2012
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| Subjects: | |
| Online Access: |
http://eprints.rclis.org/16633/1/Reference%202008_rapporto%20di%20ricerca.pdf http://eprints.rclis.org/16633/2/Reference%202009_rapporto%20di%20ricerca.pdf http://eprints.rclis.org/16633/3/Reference%202010_rapporto%20di%20ricerca.pdf http://eprints.rclis.org/16633/4/Reference%202011_rapporto%20di%20ricerca.pdf http://eprints.rclis.org/16633/ |
Daftar Isi:
- Between 2008 and 2011, in the Milano-Bicocca University Library were carried out several surveys to gather feedback from users of specialized reference, linking some data with statistical inquiries. Specialized reference is a service provided by appointment; it is divided by subject areas and lasts 1.5 hours on average. Since this is a “customised service” it appeared interesting to find out the perception of users through targeted surveys. In 2008, an experimental survey was carried out on the reference service of the pedagogical area, using a "mixed" research tool (open and closed questions). The sharing of the results was used to develop a quantity and quality assessing research tool, extended in 2009 and 2010 to other subject areas: economics, medicine and psychology, as well as pedagogy. In 2011 the survey covered all subject areas related to the University of Milano-Bicocca (law, sociology, statistics and mathematical, physical and natural sciences, in addition to those mentioned above); moreover, it has been used a very agile and innovative survey tool, popular in the private sector since 2003, but not yet widespread in libraries: the NetPromoter Score. The application of this technique, based on customer loyalty, proved to be a good alternative method to assess customer satisfaction in a very concise ("the ultimate question") and reliable way, making the surveyors able to compare results with those revealed from previous and deeper surveys.