“Measuring Information Service Outcomes” Survey Results
In the winters of 2009, 2011, and 2013, Information Resources administered a national survey called MISO (Measuring Information Service Outcomes, http://www.misosurvey.org/). The survey, which has customizable versions for faculty, staff, and students, was developed for internal purposes at Bryn Mawr College over ten years ago; it is now used nationally and maintained by a team from several liberal arts colleges. The survey results help IR
- better understand how the College community views library and technology services,
- concentrate on improving the service areas most important to the campus, and
- compare survey results to those of other schools in order to determine best practices.
The survey asks about frequency of use, importance of, and satisfaction with a variety of services; the academic or personal uses to which respondents put various technologies; and services or technologies respondents would like to know more about.
On the whole, Oxy respondents’ opinions mirror national importance and satisfaction patterns in that they are somewhat more satisfied with library than with IT services, more services are becoming more important, the majority are at least somewhat satisfied with most of the services that are most important to them, and students are more satisfied with more services than are faculty. In the fall we will present the Oxy results of the survey, but here are a few trends seen over its three iterations:
- Wireless connectivity is of great importance, but students are considerably less satisfied than faculty or staff, with faculty and student satisfaction slowly decreasing and staff remaining relatively constant.
- Staff satisfaction with support for specialized computing needs has increased substantially and faculty satisfaction slightly.
- Faculty want improvements to classroom technology infrastructure and support, to support for solving desktop/laptop computer problems, and to Tech Helpdesk service.
- Student satisfaction with the Tech Helpdesk is fairly constant, and staff show a slight decrease.
- Students are less satisfied with email service now, but faculty show a significant increase in satisfaction and staff a small decrease.
- Faculty satisfaction with their input into computing decisions decreased substantially from 2009 to 2011, but increased in 2013; staff and student satisfaction has generally increased.
Please be in touch with Bob Kieft (firstname.lastname@example.org) if you have questions or comments about the survey results or their availability in the fall.
- Info Center:
- Technology Support Desk:
(323) 259-2880 email@example.com
- IR Operations Offices: (323) 259-2832