Publicação
Taking users' opinions into account when managing an academic library: a decade in retrospect from Lisbon University
| Resumo: | This study presents the case of an academic library in Portugal, explaining the strategic assessment that is carried out every year – a quality survey on user satisfaction. Describing ten years of this experience (2007-2016), this study shows several consequences of the conduction of a systematic assessment. Methodologically, a case study is performed based on the analysis of internal documentation produced. This includes a cross-analysis review of all the surveys conducted on users. The study concludes that efforts were made over the years to adapt services settings and frameworks and also responses to users' needs, focusing on four main points: changes in spaces, changes in collections and their marketing, changes in information literacy training offer and changes in strategic planning. All combined lead up to more than 80% of user satisfaction with library services provision. |
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| Autores principais: | Sanches, Tatiana |
| Assunto: | Academic libraries Library assessment Strategic management Quality management |
| Ano: | 2019 |
| País: | Portugal |
| Tipo de documento: | capítulo de livro |
| Tipo de acesso: | acesso aberto |
| Instituição associada: | Universidade de Lisboa |
| Idioma: | inglês |
| Origem: | Repositório da Universidade de Lisboa |
| Resumo: | This study presents the case of an academic library in Portugal, explaining the strategic assessment that is carried out every year – a quality survey on user satisfaction. Describing ten years of this experience (2007-2016), this study shows several consequences of the conduction of a systematic assessment. Methodologically, a case study is performed based on the analysis of internal documentation produced. This includes a cross-analysis review of all the surveys conducted on users. The study concludes that efforts were made over the years to adapt services settings and frameworks and also responses to users' needs, focusing on four main points: changes in spaces, changes in collections and their marketing, changes in information literacy training offer and changes in strategic planning. All combined lead up to more than 80% of user satisfaction with library services provision. |
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