Assessing the effectiveness of a resource-sharing service: the user view

Mangiaracina, Silvana and Cocever, Cristina and Chiandoni, Marco and Arabito, Stefania Assessing the effectiveness of a resource-sharing service: the user view., 2013 [Preprint]

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English abstract

NILDE (Network for Inter-Library Document Exchange) facilitates collaboration between libraries using the Internet and technologies that optimize inter-library document exchange. “Listening” is essential for building a service to meet stakeholder needs and with this aim in mind, after the launch of NILDE 4, the web surveys were carried out during 2011 and 2013. This paper focuses on the results of this analysis and on ways to improve a nation-wide resource-sharing service. The methodology is based on the analysis of quantitative data obtained from all ILL transactions carried out during the period of use of the new software, a comparison with the qualitative information obtained from the surveys, and a SWOT analysis (Strengths, Weaknesses, Opportunities and Threats). This proved to be an effective methodology and a new survey was launched in 2013, to verify whether the choices made and the projects undertaken were in line with user expectations. The results turned out to be particularly interesting and a source of hints for planning future improvements. Periodical monitoring of quantitative data, as well as listening to end users, makes it possible to determine choices and optimize resources. SWOT analysis is a very good planning tool because it helps to assess the information gathered and to identify the elements inside and outside the service which may affect future action. Italian studies for assessing user satisfaction of library services, based on user surveys, often relate to a single library or a single University. The NILDE survey was delivered nationwide to all the registered users of NILDE. This is the most extensive survey for the number of libraries and the various types of end users involved.

Item type: Preprint
Keywords: Interlibrary Loan, ILL, document supply, NILDE, user satisfaction surveys
Subjects: C. Users, literacy and reading. > CZ. None of these, but in this section.
Depositing user: Cristina Cocever
Date deposited: 23 Jun 2014 07:15
Last modified: 02 Oct 2014 12:31


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