Libraries Fellow Mia Partlow delivered a talk at the March OCLC Resource Sharing Conference in Jacksonville, FL. "Service Insights: Getting a Holistic Picture of Patron Experience" presented observations from a Service Insight Cycle at the Libraries in fall 2018—a concentrated period of data collection of the patron experience and how library staff respond and contribute to it. Staff have a great deal of anecdotal knowledge of the problems and points of confusion that patrons encounter when placing requests, but turning that knowledge into useful data can be a challenge. A holistic view can help ensure we are giving consistent information, facilitating hand-offs from the service desk to the interlibrary loan team at the right moments, and more. Partlow talked about how the Service Insight Cycle has helped us develop proposed solutions as well as targeted questions for future user research.
April 12, 2019