9/19/2011
Article Review #1
Gavillet, Erika L. (April 2011). The "just do it" approach to customer service development: A case study. College & Research Libraries News, 72(4), 229-31, 246.
Introduction
The purpose of this study was to devise a method of surveying, which was both painless to the users (did not want to create 'survey fatigue') and gathered essential information for service innovation ideas that would target improvements that are important to the users of the library, as opposed to those that are only important to the library staff. I chose this article to review as my research topic focuses on how academic libraries have adapted customer service survey approach that was typically only found in for profit business or service environments.
Problem Statement
The purpose of this study was to devise a method of surveying, which was both painless to the users (did not want to create 'survey fatigue') and gathered essential information for service innovation ideas that would target improvements that are important to the users of the library, as opposed to those that are only important to the library staff. I chose this article to review as my research topic focuses on how academic libraries have adapted customer service survey approach that was typically only found in for profit business or service environments.
Problem Statement
The problem that the library staff was faced with was trying to learn what ideas and improvements were actually important to the users of the library, and to do so in a way that was more holistic and direct than standard surveys.
Literature Review
Literature Review
Gavillet draws upon studies published between 2004 and 2010 and one from 1988 to support the idea that student and other patron's experience is vital to keeping libraries relevant in the 21st century. The literature review focuses largely on articles and studies published in peer-reviewed journals, both library and non-library specific. She also uses the official website to reference the Fish Philosophy. Much of the research referenced supports Gavillet's approach of reaching out to students in a language and method that is known to them. Gavillet's article compliments much of the recent studies - specifically the Fish Philosophy.
Method
Responses were completed by about 1,000 staff, postgraduates, undergraduates, and NHS external members of the university library. The data was collected by a short three question survey. The survey was kept very short and straight to the point in an effort to get clear feedback and to reach as many patrons as possible. The results were analyzed by the Customer Services Group, which is a group from the university library designated to improve customer service. Based on the results the library implemented a few action plans, and conducted further surveys of library staff and patrons to measure the effectiveness of the campaign. These results were collected via survey. Forty-five staff responded to the survey. The student feedback was gathered by asking users a number of short questions when they came to the Enquiry desk for any reason. 420 responses were elicited.
Caveats
The most glaring limitation of the research was that the library staff had students provide feedback about their action plans when students approached their desk to ask an unrelated question. This is limiting because it is unclear that students were given an anonymous way in which to provide the feedback. This may have skewed the results to be overwhelmingly positive.
Method
Responses were completed by about 1,000 staff, postgraduates, undergraduates, and NHS external members of the university library. The data was collected by a short three question survey. The survey was kept very short and straight to the point in an effort to get clear feedback and to reach as many patrons as possible. The results were analyzed by the Customer Services Group, which is a group from the university library designated to improve customer service. Based on the results the library implemented a few action plans, and conducted further surveys of library staff and patrons to measure the effectiveness of the campaign. These results were collected via survey. Forty-five staff responded to the survey. The student feedback was gathered by asking users a number of short questions when they came to the Enquiry desk for any reason. 420 responses were elicited.
Caveats
The most glaring limitation of the research was that the library staff had students provide feedback about their action plans when students approached their desk to ask an unrelated question. This is limiting because it is unclear that students were given an anonymous way in which to provide the feedback. This may have skewed the results to be overwhelmingly positive.
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