On a scale of 1 to 9. . .

1. On a scale of 1 to 9. . . Have you ever . . . Choose the answer that most closely resembles. . . What could the library. . . How would you rate. . . How strongly do you agree with the statement . . .

2. On a scale of 1 to 9. . . • Getting & Using Feedback from ILL Users: What Have We Learned? • Presentation by ILL Subcommittee members: • Stuart Frazer – Old Dominion University • Bud Bennett – Radford University • Kevin Unrath – Hollins University Have you ever . . . Choose the answer that most closely resembles. . . What could the library. . . How would you rate. . . How strongly do you agree with the statement . . .

3. On a scale of 1 to 9. . . Why evaluate? Have you ever . . . • Measure user satisfaction. • Discover barriers to improving service. • Learn more about your users. See: Littlejohn, Nancy and Barbara Wales. “Assessment Plan for Interlibrary Loan Departments at Academic Libraries.” Journal of Interlibrary Loan, Document Delivery & Information Supply. v7 n2, 1996, pgs 3-18. Choose the answer that most closely resembles. . . What could the library. . . How would you rate. . .

4. On a scale of 1 to 9. . . ILL Surveying – the context Have you ever . . . • Stand alone survey, or be part of a larger library survey. • Survey complements other evaluation methods: • Analysis of statistics. • Informal feedback. See: Perrault, Anna H. and Marjo Arseneau. “User Satisfaction and Interlibrary Loan: A Study at Louisiana State University.” RQ. v35 n1, Fall 1995, pgs 90-100. Choose the answer that most closely resembles. . . What could the library. . . How would you rate. . .

5. On a scale of 1 to 9. . . Pitfalls of surveying Have you ever . . . • False positives. • Asking the wrong question. • No follow-up. See: Adamson, Colin. “How to Waste Money Measuring Customer Satisfaction.” Managing Service Quality. v4 n5, 1994, pgs. 9-12. Applegate, Rachel. “Models of User Satisfaction: Understanding false positives.” RQ. v32 n 4, Summer 1993, pgs. 525-539. Choose the answer that most closely resembles. . . What could the library. . . How would you rate. . .

6. On a scale of 1 to 9. . . Guidelines for questions Have you ever . . . • Keep questions to twenty words or less. • Each question should only ask about one thing. • Participants won’t be sure how to answer questions that contain double negatives. • Be alert to the potential for ambiguity. Adapted from: Stein, Joan. “Designing user satisfaction surveys for interlibrary loan services.” Performance Measurement and Metrics. v1 n1, August 1999, pgs. 45-61. Available online at: http://www.aslib.com/pmm/1999/aug/03.pdf Choose the answer that most closely resembles. . . What could the library. . . How would you rate. . . My library’s interlibrary loan service should deliver photocopies of articles to me quickly and electronically How many times have you used the Library’s interlibrary loan service in the past month? My interlibrary loan requests should not take longer than two weeks to arrive: Agree Disagree

7. On a scale of 1 to 9. . . Guidelines - continued Have you ever . . . • Offer enough response alternatives with closed-ended questions. • Don’t overtax your participants’ memories. • Avoid hypothetical questions. Choose the answer that most closely resembles. . . What could the library. . . How would you rate. . . I Most often request the follow type of material through ILL: ____Books ____Articles ______________Other How many times have you used ILL in the past year?

8. On a scale of 1 to 9. . . Guidelines - continued Have you ever . . . • Avoid using jargon and acronyms. • Look out for words with alternative uses or meanings. • Avoid using leading questions. • Be careful of loaded words or phrases. Choose the answer that most closely resembles. . . What could the library. . . How would you rate. . . Interlibrary loan service should be free under any circumstances. Agree Disagree When did you last use the library’s interlibrary loan request form on the web?

9. On a scale of 1 to 9. . . Surveys at VIVA Institutions Have you ever . . . • Some participate in LibQUAL+ • Most others include interlibrary loan as a part of their overall customer service survey. • Only a few have given separate “interlibrary loan only” surveys to their users. Choose the answer that most closely resembles. . . What could the library. . . How would you rate. . .

10. On a scale of 1 to 9. . . Overall satisfaction Have you ever . . . • Users at VIVA libraries indicated a high level of overall satisfaction with interlibrary loan. • Statewide, 90% of respondents rated ILL services as good to excellent. Choose the answer that most closely resembles. . . What could the library. . . How would you rate. . .

11. On a scale of 1 to 9. . . Statewide Statistics Have you ever . . . Choose the answer that most closely resembles. . . What could the library. . . How would you rate. . .

12. On a scale of 1 to 9. . . User comments Have you ever . . . • “Most useful part of the survey.” • Helped motivate staff. • Suggested needed changes. Choose the answer that most closely resembles. . . What could the library. . . How would you rate. . .

13. On a scale of 1 to 9. . . Thank you Have you ever . . . • Thanks to the institutions who responded to our call for survey data: • Radford University • Old Dominion University • University of Virginia • College of William & Mary • Hollins University • Virginia Tech • Southside Virginia Community College • Northern Virginia Community College • Hampton-Sydney College Choose the answer that most closely resembles. . . What could the library. . . How would you rate. . .