LibGuides: UL Data Dashboard: Quality Service

The UL makes every effort to ensure quality service at the different service points through out the library. Below are some examples of how we have tried to evaluate these efforts.

Chat Service

Lux, V. J., & Rich, L. (2016). Can student assistants effectively provide chat reference services? student transcripts vs. librarian transcripts. Internet Reference Services Quarterly, 21(3-4), 115-139. doi:10.1080/10875301.2016.1248585
To determine if undergraduate student information desk assistants were effectively staffing the library's chat reference service, librarians at Bowling Green State University embarked on a chat transcript analysis project, comparing the performance of librarians to student assistants. Although student desk assistants generally did not perform as well as librarians, it was concluded that with a renewed emphasis on continual oversight and training, students were a very viable option for staffing a chat reference service.

Chat User Survey Summary
This is a summary of the results from a survey administered to users of the chat reference service from 10/28/14 through 12/31/15. (Administered by Linda Rich and Vera Lux)

Circulation Desk

Circulation Desk Observation
This document details the findings of 22, hour-long observations undertaken to collect data and form the request for a new circulation desk. The researchers wanted the answers to how the flow of work could be improved, and how patrons interacted with the desk. After examining the observations, we found the themes of (1) lack of patron engagement, (2) compartmentalization, (3) activity, and (3) technology. Using the findings we created two desk layouts that would address the issues with the current layout.

Student Employee Exit Survey

Each semester, the UL administers an exit survey to student employees who are terminating employment with us. We've been collecting this data since 2014. This data capture goes through June 2019 and includes 104 responses.

Student Employee Exit Survey Results