Information Service: Data Collection - A Case Study

Abstract

In order to improve its information service and its training of circulation staff, the Library of Social Science (Biblioteca “Enrica Collotti Pischel”), University of Milano, Italy, needed to establish with which topics dealt questions asked by patrons at the Reception and Circulation desks. Therefore the Library carried out a survey of information exchanges at the three desks, during 5 sample weeks between November 2007 and November 2008. During each sample week, each question asked by patrons was counted. The Library staff was given a form to fill out. Questions were divided in 9 types, according to their topic: information on the Library, on the Social Science School, on the University, on other Libraries, bibliographic and reference enquiries regarding the Library collection or other subject matters, etc. In order to relate the survey to the library context, other data were gathered as well: book loans and returns, patrons visits etc. In the poster presentation the methodology carried on in the survey is discussed. Data is posted graphs. Conclusions reached are included.

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