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

Autor/inn/en	Tobias, Christine; Blair, Amy
Titel	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
Quelle	In: Journal of Library & Information Services In Distance Learning, 9 (2015) 1-2, S.148-156 (9 Seiten) PDF als Volltext Verfügbarkeit
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	1533-290X
DOI	10.1080/1533290X.2014.946354
Schlagwörter	Library Services; Evidence; Best Practices; Library Research; Reference Services; User Satisfaction (Information); Transcripts (Written Records); Content Analysis; Evaluation Methods; Computer Mediated Communication; Librarians; Delivery Systems; Distance Education; Academic Libraries + Suchen Sie Ihr Suchwort? Bibliotheksarbeit; Evidenz; Literaturdienst; Benutzerfreundlichkeit; Inhaltsanalyse; Computerkonferenz; Librarian; Bibliothekar; Bibliothekarin; Auslieferung; Distance study; Distance learning; Fernunterricht; College; Colleges; University; Universities; Libary; Libraries; Hochschule; Fachhochschule; Universität; Bibliothek; Hochschulbibliothek
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. (As Provided).
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Erfasst von	ERIC (Education Resources Information Center), Washington, DC
Update	2020/1/01