Listen to What You Cannot Hear, Observe What You Cannot See: An Introduction to Evidence-Based Methods for Evaluating and Enhancing the User Experience in Distance Library Services

Abstract

Distance librarians often do not have the opportunity to engage face-to-face with users of library services. Without this personal interaction, it can be difficult to evaluate the effectiveness of library services in meeting the needs of the distance learners. Distance librarians may not realize it, but most have a wealth of information at their fingertips. In particular, data can be extracted and behavior use patterns discerned through Web analytics, transaction log analysis, and qualitative analysis of virtual reference transcripts. In lieu of interpersonal communication, distance librarians can listen to and observe user behavior through these evaluation methods. This paper offers an introductory perspective of these methods for the purpose of measuring the effectiveness of various service points and planning a course of action for enhancing the user experience in distance library services. BACKGROUNDDistance librarians serve a unique purpose in the tradition of academic librarianship, playing a key role in the evolution of library services in higher

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