Kathy
Faubion
Price,
E., & Richardson, R. (2017). Eavesdropping on the user experience. College & Research Libraries
News, 78, 16-19. Retrieved from: http://crln.acrl.org/
Descriptive
Summary: Libraries need to pay more attention to social media feedback in order
to provide good customer service and maintain the integrity of our “brand”. Yik
Yak is a mobile app which is kind of like a local public bulletin board, and is
popular on some college campuses as a feedback outlet. This study harvested the
data from Yik Yak about the college library and found out what the students had
to say about their user experience.
Things like not enough computers, poor directional signage, and overall
not enough access to new technology in an old building. The study concluded
that libraries need to monitor social media feedback to find ways to improve
customer service.
Evaluation:
It seems to me that more and more folks will look for reviews on a product or
service before they buy or use it. Many businesses monitor their feedback and
customers look for businesses which are prompt in response. The library should
do the same. Although surveys can be useful, I see this as the future way to
respond to customer needs.
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