User feedback as a management tool in academic libraries: a review

Lynne Porat (University of Haifa, Haifa, Israel)

Performance Measurement and Metrics

ISSN: 1467-8047

Publication date: 14 November 2016

Abstract

Purpose

The purpose of this paper is to provide a selective review of current research and practice on user feedback in academic libraries. By dividing user feedback studies into four categories: Library as Place, Navigation, Satisfaction, and User Experience, it aims to provide a framework for academic libraries embarking on a process of systematic user feedback.

Design/methodology/approach

By reviewing the literature on user feedback activities undertaken by several academic libraries, this paper offers insights into how users experience library services, collections, and space.

Findings

User feedback activities, particularly concerning noise and seating, are widespread in academic libraries.

Practical implications

The studies reviewed in this paper may be replicated by other libraries and used as a tool for managerial decision making.

Originality/value

The review is valuable for its analysis of the recent contributions to user feedback practice, as well as its description of the different methodologies employed and changes implemented.

Keywords

Citation

Lynne Porat (2016) "User feedback as a management tool in academic libraries: a review", Performance Measurement and Metrics, Vol. 17 No. 3, pp. 214-223

Download as .RIS

DOI

: https://doi.org/10.1108/PMM-08-2016-0035

Publisher

:

Emerald Group Publishing Limited

Copyright © 2016, Emerald Group Publishing Limited

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