From Survey to Service

Abstract

Since Valdosta State became a Regional University, Odum Library has experienced an explosion in student use in new technologies. This rapid rate of change prompted the library to try to gain a clear sense of whether we were meeting students' needs. Thus, when the ALA asked libraries to administer a “customer satisfaction” survey during National Library Week, Odum Library participated to gain insight into customers' attitudes and needs concerning the library, as well as to learn how our services compared with those of other academic libraries nationwide. Survey responses were actively solicited, and the objective and comment sections of the survey separately analyzed. The students' comment data emerged as much more valuable than the more easily analyzed objective questions. Coding and separating each section of a comment that dealt with a different topic revealed valuable, specific data which gave insight into each area of customer service. Social science literature describing the various merits of qualitative research supports this study's reliance on comment data. The survey analysis was distributed throughout Odum Library's various departments, and each department dealt with those questions or comments that concerned its sphere of responsibility. The findings have helped to give Odum Library a better picture of our strengths and weaknesses, which has led us to pinpoint areas for growth and change. We have also opened up avenues to solicit customer input, in valuable comment form, on a continuing basis.

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