Assessing library site value and client satisfaction during a global pandemic

Background: A provincial health authority library system sought to understand the use and value of its 6 geographically dispersed libraries, to inform future strategic planning. This was undertaken during a time when libraries were temporarily closed due to the Covid-19 pandemic. Under normal circumstances, gate counts and exit interviews would be used to gather information from library users as to their satisfaction with the library space and offerings. Library leadership was challenged to evaluate libraries and gain client perspectives while working from home.

Description: A unique methodology was devised to reach out to library users and gain their perspective. This was accomplished through virtual, one-on-one interviews between library staff and known users of each library, using a set of pre-prepared questions to guide the conversation. The questions focused on usage, satisfaction, barriers, perceived value, and ideas for future development. A target of 5 interviews per library was set, which was deemed to be achievable for both busy library staff and clinicians, yet high enough to yield useful results. Each interview was manually recorded, entered into a spreadsheet, and then coded with descriptive tags and broader themes, to assess and compare the results. Two outputs were then produced – a system-wide overview summary, and a more granular, site-by-site summary. This allowed for broad conclusions as well as differentiation of issues between sites.

Conclusion: This method was generally successful to gauge client satisfaction and perspectives. Each library met or exceeded the 5 interview target, and interviewees included a wide range of job roles. The information gathered will inform library strategic direction and has provided a template for future outreach. However, there were known limitations which must be acknowledged, such as no interviews with non-users, no gate count, variability in interview techniques, and no validation of coding and theming. Regardless, this process allowed strategic planning initiatives to continue, even in the midst of a global pandemic and temporary library closures.