Linscheid Library Blog

Library User Studies

In Spring 2018, the library conducted three different user studies - a secret shopper program, a survey of library users and staff, and a systematic observation of library space use. The following infographics present the findings from each study. Thank you for your feedback! As always, you are welcome to submit feedback at any time at http://ecok.libguides.com/suggestions.

The secret shopper study assessed interactions between student assistants and secret shoppers - volunteers who ask given questions at service points and then fill out evaluations of the interactions. The types of interactions that needed some improvement included student assistants greeting shoppers entering the library, staff members identifying themselves when answering phone calls, and clarifying of a shopper's needs. On the other hand, the shoppers noticed that staff had no cell phones with them at the desk and were attentive during face-to-face interactions, and four out of four emails were answered within 24 hours. The data from the secret shopper study will be implemented in future training for employees.

The survey was based on 68 responses from library staff and the ECU community with the most commented category being "Website." The most frequent comments regarded the computers, food availability, printing, finding books, tutorials, and the usability of the library's website. The library was praised for the new group study rooms, its overall management, the service at the Circulation Desk, and being "a cornerstone of campus." The library team is determining what suggestions are able to be implemented in the short and long term. 

The space study focused on the usage of each accessible floor of the library as well as the sound levels and participants' suggestions for improvements and new spaces. The Quaid Lounge was the top favorite spot on the 2nd floor, but the group study rooms on the same floor had the highest usage of all the spaces. The 4th floor was the quietest floor in the library because of an emphasis on silence. Participants offered suggestions for improvement regarding the Collaborative Spaces, Quaid Lounge, group study rooms, and computer area. Suggestions for new spaces included designated areas for individual use, a 24/7 computer lab with creative editing software, and rooms for individual and large group (10 people or more) presentations. The library team is determining what suggestions can be part of short and long term planning.

If you would like your research or creative work featured in a blog post, contact Marla at mlobley@ecok.edu (opens a new tab).