Web-scale discovery systems are becoming prevalent in research libraries. Although a number of studies have explored various impacts of discovery systems, few studies exist on user satisfaction. The investigators of this study evaluated user satisfaction with the discovery service Summon at Ryerson University, using online questionnaires and in-person focus groups. Results indicated a high level of satisfaction overall, although this was heavily influenced by the quality of search results over ease of use. The study provides insight into the information-seeking behavior and search preferences of a user when a discovery layer is implemented in a research library.ith the recent growth of web-scale discovery (WSD) services in academic libraries, both users and library staff alike are adjusting their informationseeking behaviors in response to these new tools. Athena Hoeppner defined WSD as "a preharvested central index coupled with a richly featured discovery layer providing a single search across a library's local, open access, and subscription collections."1 In light of the Google phenomenon, many users have come to expect a 'one-stop' search experience, which is changing how they access library resources and, consequently, the services offered in academic libraries. The expansion of WSD services in academic libraries may represent a move away from simply searching for materials, toward an expectation of accessing materials in full text.2 WSD tools aim to meet user expectations with a single search and access point.In light of these shifting priorities, the evaluation and assessment of WSD services will become increasingly important, as libraries need to determine user satisfaction as a measure of the value of their investment. The following study seeks to determine user satisfaction with a particular WSD tool (Serial Solutions Summon) in a research library at a mid-sized urban university. However, the diverse survey demographic and data gathered make this study relevant for many academic libraries.To contextualize the study, Ryerson University's Library serves a population of over 28,000 students, including about 2,300 graduate students, as well as 780 tenured and tenure-track faculty and approximately 1,700 administrative and support staff. Situated in the heart of downtown Toronto, the library is the only one serving the campus. A research team of three librarians at Ryerson University Library and Archives planned an assessment project for September 2011 to coincide with the release of Summon to the campus for the new academic year. 4 Recognizing the various potential study foci-such as usage, information literacy, usability, and the like-the investigators chose to evaluate user satisfaction to fill a gap in the research literature.With questionnaires being one of the preferred methods of gathering user feedback about electronic resources in libraries, the investigators chose to conduct two online surveys to gather quantitative and qualitative data about user experience with Summon. 5 The online questionnaire...

“Feels like you’ve hit the lottery”: Assessing the implementation of a discovery layer tool at Ryerson University

<p>The research study was initiated to evaluate and assess the web-scale discovery (WSD) service Summon to coincide with its launch at Ryerson University Library in September 2011. The project utilized a mixed methods sequential explanatory strategy and applied an inductive analysis. Quantitative data was gathered with two online questionannaires, followed by a series of focus groups with students for the qualitative phase. The quantitative phase of the study collected over 6,200 survey responses (21% of the university population),  with over 420 students indicating interest in participating in a qualitative follow-up (6.7% of the respondents). The survey data showed that most undergraduate students rated Summon highly in ease of use; however, there was a lower satisfaction with the large quantity of, and relevance of search results. Additionally, partiticpants indicated that they used Summon in conjunction with other research tools, such as Google Scholar. In the qualitative phase, small focus groups consisted of a total of 13 participants, allowed the students to express their experiences with Summon in depth. The study has given insight into the role of Summon in terms of undergraduate information-seeking behaviour. Participant feedback revealed potential improvements for Summon at Ryerson and will be useful to other institutions either using or considering the use of similar products. Overall, the results from the study will help to infom Ryerson Library practice surrounding future direction in reference, instruction, and service promotion.</p>

“Feels like you’ve hit the lottery”: Assessing the implementation of a discovery layer tool at Ryerson University