Vol. 58 (2008), No.6
Yoshinori SATO
Tohoku Gakuin University
1-3-1, Tsuchitoi Aoba-ku, Sendai, Miyagi-Prefecture 980-8511 JAPAN
Abstract: The customer (user) is not a mere receiver of the service, but a producer who engages in the service production process and also a bearer of outcomes that service generates. It is crucial therefore to evaluate the library service from customers' point of view. At the same time, in order to offer proper services and to realize improvements, understanding customers comes to be indispensable. This article aims first to overview perspectives of user surveys, points to note in conducting them and attributes of quantitative and qualitative surveys actually carried out in current library settings, and then to present the ways to incorporate survey data into customer understandings and service improvements.
Keywords： library service / user studies / understanding user / quantitative research / qualitative research / service improvement / service quality / outcomes assessment
Makiko UEOKA
Information and Media Center for Science and Technology, Keio University
3-14-1 Hiyoshi, Kohoku-ku, Yokohama 223-8522 JAPAN
Abstract: The purpose of this paper is to report the outcome of the focus group interview conducted by the User Survey Working Group at Keio University Library. To explore and grasp the direction in supporting the students' study activities at the library, freshmen and sophomores were chosen as a subject. The grounded theory approach, a method for analyzing qualitative data, was used for analysis. As a result, two categories ("library as a place" and "study support") and eleven subcategories ("place to study on one's own", "place to study with others", "safe and comfortable space", "drinking and eating", "library service as a whole", "necessary tools for study", "reading materials", "library website", "desired information", "information literacy education" and "physical support") were extracted.
Keywords： academic library / assessment / focus group interview / qualitative research / user survey / EBL / Keio University / library as a place / study support
Good, Hiroyuki NAGAHASHI
207H Hillman Library
3960 Forbes Avenue, Pittsburgh, PA 15260, USA
Abstract： In this digital age, users look for more usability of online searches than onsite services for university libraries. Based on the 2006 fiscal year statistics of the University of Library System, the number of online access to the library resources is 10.9 times more than the number of onsite services. We conducted a usability test in November, 2007, in order to investigate how well the users understood the website. We found out that we have to improve the design of the website and centralize the search boxes. There to be a solution with the next generation OPAC.
Keywords： usability test / university library / University of Pittsburgh / website / web design / search / next generation OPAC
Yoshitsugu MATSUI, Hiromichi TERUUCHI, Kanako KATSUMOTO
Tohoku University Library
27-1 Kawauchi, Aoba-ku, Sendai 980-8576 JAPAN
Abstract: Tohoku University Library conducted a user questionnaire survey for assessment of service quality as part of their self-evaluation program in October 2006.
In this paper, we report a summary of the result of the survey and describe survey questions refer to LibQUAL+ and other tools, survey delivery methods for improving response rates, and use of radar charts and matrix analysis for presenting and analyzing the results.
Keywords： user questionnaire survey / LibQUAL+ / self-evaluation / library evaluation / user expectation / user satisfaction / radar chart / matrix analysis
Takahiro NAGASAKI
INTAGE. inc
INTAGE Akihabara Bldg, 3 Kanda-Neribeicho,Chiyodaku,Tokyo 101-8203 JAPAN
Abstract: Internet research has been significantly expanded over the last ten years. Now it becomes most popular methodology. When viewed from the sales volume, approximately 30 percent of surveys are currently conducted via the Internet. Although many issues have been raised on it, they have been worked toward solutions through various approaches.
The Internet research can be very effective method if appropriately utilized. It can provide cost- and time-effective solutions than other methods. As a result of the diffusion of Internet research, we can get further into the themes never dealt with before, and more tracking surveys have been conducted lately.
Much more promising possibilities of Internet research will be introduced in the future.
Keywords： internet research / internet survey / monitor / hybrid research / bias
Takeyasu FUKAZAWA, Hidemitsu NAKAJIMA, Masashi ISHIKAWA
Japan Atomic Energy Agency, Intellectual Resources Department, Library and Information Media Management Section
Tokai-mura, Naka-gun, Ibaraki-ken 319-1195 JAPAN
Abstract: The Japan Atomic Energy Agency (JAEA) performed the survey on usage of electronic journals (1,783 titles) using "Science Direct" provided by Elsevier Science. As a result, it was found that the number of users increased by 1.6times and the number of articles read by users increased by twice during the survey period. Although JAEA users browsed 1,028 titles of wide range of fields such as physics, chemistry, engineering and also medicine, social sciences, it was found that the 45% of total number of downloads was occupied by only 105 journal titles.
Keywords： electronic journal / user survey / Science Direct / cost effectiveness / Japan Atomic Energy Agency
Shusaku SUWA
Medical Systems Consultants Co.
1-17-7 Nishigotanda, Shinagawa-ku, Tokyo 141-0031 JAPAN
Abstract: Japanese-language online information retrieval system, JOIS, developed by the Japan Information Center of Science and Technology (JICST: now JST) was released in 1976 as a English/Kana-based system with dedicated terminals and dedicated communication lines. Accessing through dial-up telephone lines using publicly available terminals was realized in 1978. Displaying Kanji characters was realized in 1979 using the dedicated system. JOIS-II, introduced in 1981, allowed displaying Kanji characters using dial-up line terminals. JOIS-III allowed searching by Kanji characters in 1990, and JOIS-IV, released in 1997, was compatible with the internet environment. JOIS-IV's services was closed in 2003 replaced by the New JOIS using STN's Messenger software. This paper mainly describes early and middle stage of the system development of the JOIS system.
Keywords： information retrieval / bibliographic database retrieval / online search / interactive search / kanji-information retrieval / bibliographic database / JOIS / JICST / JST
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