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ERIC Number: EJ1058383
Record Type: Journal
Publication Date: 2015
Pages: 9
Abstractor: As Provided
Reference Count: 14
ISSN: ISSN-1533-290X
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
Tobias, Christine; Blair, Amy
Journal of Library & Information Services In Distance Learning, v9 n1-2 p148-156 2015
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.
Routledge. Available from: Taylor & Francis, Ltd. 325 Chestnut Street Suite 800, Philadelphia, PA 19106. Tel: 800-354-1420; Fax: 215-625-2940; Web site:
Publication Type: Journal Articles; Reports - Descriptive
Education Level: Higher Education; Postsecondary Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A