1	Meeting Users' Needs Through Evidence: Using Surveys, Data and Usability Testing Kathleen Bauer Usability and Assessment Librarian Yale University Kathleen.bauer@yale.edu
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5	Topics What are patrons searching for? What are patrons using? How satisfied are patrons with what they use? Reporting this information.
6	What are patrons searching for? Search on your web site Online catalog Federated search Search engine results that lead to your web site
7	Search Log
8	Use search logs to… Understand current patron needs Gauge patrons’ level of understanding of tools your library offers Refine search tools
9	What are they using?
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11	Month-to-Month Changes
12	Usage data are good for… Collection/purchase decisions Deciding marketing needs Showing administration that library is relevant and still highly accessed
13	How satisfied are patrons with what they use? Identify problems Compare your library online presence to another institution Measure the effectiveness of a change (before and after test)
14	Tools to Measure Satisfaction—Online Surveys Survey Monkey www.surveymonkey.com Zoomerang www.zoomerang.com
15	Building a Survey--Introduction Tell them why it is important to answer Tell them how long it will be OR Tell them how many questions Offer an incentive
16	Body of Survey Keep directions and questions short and to the point Avoid need to scroll Test questions for clarity Make use of logic statements that may let respondents completely skip questions
17	Avoiding leading questions or hidden clues Do you think the library should spend money to replace the shabby uncomfortable furniture? Do you use the important state-of-the-art drug database xx?
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19	Drawbacks to Online Surveys Biased samples Miss people who avoid web, online resources No way to measure response rate
20	Pros for Online Surveys Easy to administer and collect data Reach a huge audience and possibly get a very large set of results Cheap Option to instantly share results
21	Usability Surveys SUS PSSUQ USE QUIS CSUQ WAMMI ACSI
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24	Score the SUS Assign scale 1 to 5 (dissatisfied to satisfied) Odd questions: Scale -1 Even questions: 5 – Scale Sum and multiply by 2.5 Score ranges from 0 to 100 (higher is better)
25	Use SUS to… Set baseline satisfaction level Do a before and after test Do a comparative study with another web site Aid in usability testing of a new web site or service
26	Evidence adds impact This library provides value to this institution because of the many journals we purchase. Last year we purchased 4000 online biomedical journals. Last year the library’s online journals were accessed 3,456,988 time by users in the institution.
27	"Lots of people here use..." Lots of people here use JAMA. Last month the library’s subscription to JAMA was accessed 34,000 times, a 25% increase over the same month one year ago.
28	"The library added value through..." The library added value through a library web site redesign that took 400 hours and cost $4000. The library’s web site satisfaction rating before the redesign was 75%. After the redesign satisfaction rose to 86%.
29	Meeting Users' Needs Through Evidence: Using Surveys, Data and Usability Testing Kathleen Bauer Usability and Assessment Librarian Yale University Kathleen.bauer@yale.edu