Analysis of open-ended question responses reporting user satisfaction with library services using an interactive visualization tool

by Pulley, M.

Abstract (Summary)
This paper discusses the major results and conclusions derived from the open-ended questions analysis, which was part of a 28 questions survey (25 close-ended questions, 3 open-ended questions) on academic scientist’s information seeking behavior (ISB) and information use (IU) conducted at the University of North Carolina-Chapel Hill (UNC-CH) during the Spring of 2005. The university’s academic scientists were asked to provide written responses expressing their perceptions about UNC-CH library and information services. The three open-ended questions were: (1) what are the positive aspects of service, (2) what are the shortcomings, and (3) what is one wish for future services (Hemminger, 2007). Nine-hundred sixty-nine (969) participants completed the survey. The participant comments were used to create a coding/classification schema of library services. Interactive Comment in Schema (ICIS), an interactive, web-based visualization tool, was created for displaying, analyzing, and sharing participant feedback among the university’s librarians.
Bibliographical Information:

Advisor:Bradley Hemminger

School:University of North Carolina at Chapel Hill

School Location:USA - North Carolina

Source Type:Master's Thesis

Keywords:academic libraries – science surveys user satisfaction visualization tools survey analysis content open ended questions


Date of Publication:05/07/0004

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