We would like to invite library colleagues involved in LibAnswers queues to give their views on a new feedback Reference Analytics dataset that we are aiming to launch in early 2023.

Through the work of the Library Feedback Management Working Group, it has become apparent that we have several channels for collecting customer feedback in the library. Sometimes the feedback from these channels is siloed, meaning it is difficult to conduct an overall analysis of our feedback.

We have undertaken research and consultation over the last year – including the Summer School Handling Feedback session and the ad hoc feedback survey with its follow up focus group – and have concluded from our findings that a LibAnswers Reference Analytics dataset would be an excellent way to collect our customer feedback quickly and in one place.

How the feedback dataset will work

We hope that using a second dataset will help to separate out enquiry and feedback information, meaning we can observe feedback trends across channels more easily.

Colleagues will fill out the new feedback dataset in a similar manner to the existing Reference Analytics dataset for enquiries – either by filling out the form at the end of a ticket, or adding a separate transaction. The dataset is designed to be used either on its own or in conjunction with the enquiries dataset. Please note that complaints we receive will need to adhere to our existing complaints procedure. For more information, please consult the Enquiries, Feedback and Complaints guide.

If any colleagues who do not have access to LibAnswers wish to pass on customer feedback, they can do so by completing the existing feedback form, which will be processed by colleagues on the platform.

How to give us your views on the feedback dataset

There are several ways that you can share on your views on the feedback dataset.

Consultation Form

The primary way we will collect your thoughts is through the consultation form, which you can fill out here: https://forms.office.com/r/tbKabrq94J

In the form are screenshots of each of the fields involved in the proposed feedback dataset, which you can comment on. There will also be an opportunity to provide general thoughts on the feedback collection process at the end of the survey.

Colleagues can either fill out the form themselves or nominate their CSE champion to collate feedback in their section and fill out the form on their behalf.

Please note that the deadline for completing the consultation form is EOP Monday 12^th December 2022.

Q&A Sessions

In addition, we will also be hosting two informal drop in Q&A sessions, where you can ask questions and have a discussion about the feedback dataset. You can sign up to attend these virtual sessions via Eventbrite. These sessions will be held on Wednesday 23rd November at 10am and Thursday 1st December at 2pm.

Your thoughts on this dataset will be extremely helpful, as they will help us to tweak and adapt the feedback dataset to best suit the needs of colleagues and customers across the service. If you have any questions, please do not hesitate to contact Bethan Smith at bethan.smith@ucl.ac.uk.