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Listening to the Customer: Using Assessment Results to Make a Difference
Johnson & Wales University ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Assessments ,[object Object],[object Object],[object Object],[object Object],[object Object]
Johnson & Wales Campuses – Library Staffing ,[object Object],[object Object]
Affect of Service  - Employees who instill confidence in users  -1.84 Library as Place  - Library space that inspires study and learning  -1.7 Information Control  - Easy-to-use access tools that allow me to find things on my own  -1.64 LibQUAL+ 2003/2004 – Service Adequacy Scores North Miami - Undergraduates
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],LibQUAL+ Results 2003/2004 North Miami – Undergraduates – Comment Samples
What have we done (Florida campus)? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Charlotte Campus – A  New  Library Strategic Plan Goal 3 Create a library focused upon the idea of continual assessment which views the entire academic community as key customers.  Enhanced preparation for re-accreditation will serve as an inevitable byproduct of this goal.
Annual Surveys (Charlotte)
What did we learn? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
What have we done? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
How do they know we hear them?
SAILS  (Standard Assessment of Information Literacy Skills) What did we learn? ,[object Object],[object Object],[object Object]
SAILS What did we do? ,[object Object],[object Object]
SWOT (with staff) – Sample Weaknesses (Charlotte – 2004) ,[object Object],[object Object],[object Object],[object Object]
What have we done? ,[object Object],[object Object],[object Object],[object Object]
Focus Groups (2009) – What did we learn? ,[object Object],[object Object],[object Object]
Focus Groups – What have we done? ,[object Object],[object Object],[object Object]
Other Efforts ,[object Object],[object Object]
What did we learn (bigger picture)? ,[object Object],[object Object],[object Object],[object Object]
Contact Information ,[object Object],[object Object],[object Object],[object Object],[object Object]

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Assessments Presentation

  • 1. Listening to the Customer: Using Assessment Results to Make a Difference
  • 2.
  • 3.
  • 4.
  • 5. Affect of Service - Employees who instill confidence in users -1.84 Library as Place - Library space that inspires study and learning -1.7 Information Control - Easy-to-use access tools that allow me to find things on my own -1.64 LibQUAL+ 2003/2004 – Service Adequacy Scores North Miami - Undergraduates
  • 6.
  • 7.
  • 8. Charlotte Campus – A New Library Strategic Plan Goal 3 Create a library focused upon the idea of continual assessment which views the entire academic community as key customers. Enhanced preparation for re-accreditation will serve as an inevitable byproduct of this goal.
  • 10.
  • 11.
  • 12. How do they know we hear them?
  • 13.
  • 14.
  • 15.
  • 16.
  • 17.
  • 18.
  • 19.
  • 20.
  • 21.