Analysis of user support questionnaire for library staff
Section A: Formal training
1. What is your role in training provision?
Is formal training provision delivered by specialist staff only or are a range of staff involved in the delivery of training?
How do all staff involved in training provision work together?
Corresponding statistics to collect:
Number of fte staff providing user training
2. What types of training in the use of EIS are offered?
Are a range of different types of training offered or is the choice limited?
Do different members of staff focus on the delivery of particular types of training?
If you are also using the questionnaire for academic staff and/or students you might wish to compare the answers to those given to Questions 1 and 2.
Corresponding statistics to collect:
Number of attendances at formal ELS training sessions
Annual training hours recieved
3. Is any training targeted at particular groups?
Which groups have been identified as priorities for training provision?
Are particular types of training targeted at certain groups?
If you are also using the questionnaire for academic staff and/or students you might wish to compare the answers to those given to Questions 1 and 2.
4. Are there any skills or resources which you feel are not adequately covered by current training provision?
What do library staff feel are the most pressing current needs in terms of additional training for users?
If you are also using the questionnaire for academic staff you might wish to compare the answers to those given to Question 6.
If you are also using the questionnaire for students you might wish to compare the answers to those given to Question 5.
5. How are training sessions promoted?
Are training sessions promoted via a range of media or is the audience likely to be limited?
If you are also using the questionnaire for academic staff and/or students you might wish to compare the answers to those given to Question 1.
6. Have you obtained user feedback from these sessions? If so, were any problems/areas of need identified?
Are there methods in pace to obtain feedback which may assist in the improvement of sessions or in the development of new training sessions?
What common areas of need were identified from user feedback?
How do these areas compared with those identified by library staff in Question 4?
If you are also using the questionnaire for academic staff you might wish to compare the answers to those given to Question 6.
If you are also using the questionnaire for students you might wish to compare the answers to those given to Question 5.
Section B: Informal support
7. How frequently do you receive informal requests for assistance in the use of EIS?
How frequently are staff asked to give informal assistance in the use of EIS?
Does this vary for different members of staff?
Are those members of staff who are frequently called upon to provide informal support the same as those who provide training in the use of EIS?
If this questionnaire is repeated on a regular basis, it may be possible to discern change over time.
If you are also using the questionnaire for academic staff and/or students you might wish to compare the answers to those given to Questions 1 and 2.
8. How are these received?
Are the majority of enquires received by electronic means or in other ways?
If this questionnaire is repeated on a regular basis, it may be possible to discern change over time.
Corresponding statistics to collect:
Procedural/directional enquiries received electronically
Information resource related enquiries received electronically
9. How do you usually deal with these?
Are enquiries dealt with predominantly by personal, printed or electronic forms of help?
Does this vary for different staff members?
Is there any relationship between the method by which enquiries are received and the means by which they are dealt with?
If this questionnaire is repeated on a regular basis, it may be possible to discern change over time.
10. What are the most common types of enquiries?
Do the majority of enquiries relate to ICT skills, information skills, subject skills or library operation?
If you are also using the questionnaire for academic staff you might wish to compare the answers to those given to Question 6.
If you are also using the questionnaire for students you might wish to compare the answers to those given to Question 5.
Corresponding statistics to collect:
Procedural/directional enquiries received electronically
Information resource related enquiries received electronically
11. Are you are to deal with these effectively? If not, what would enable you to offer more help to users?
Do library staff experience any difficulties supporting users?
Is there any relationship between the ability of staff to deal with enquiries effectively and their involvement in formal training provision?
Is there any relationship between the ability of staff to deal with enquiries effectively and the frequency with which they receive EIS-related enquiries?
What might help staff to support users more effectively?
If you are also using the questionnaire for academic staff and/or students you might wish to compare the answers to those given to Question 2.
12. What do you do if you are unable to answer a query?
Are there procedures in place which enable staff to refer users elsewhere if they are unable to deal with an enquiry?
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