Learning from our clients – Victoria University Library web site evaluation
VALA2002 CONCURRENT SESSION 7: Performance and Useability
Thursday 7 February 2002, 15:10 – 15:40
Persistent URL: http://www.vala.org.au/vala2002-proceedings/vala2002-session-7-maquignaz
Laura Maquignaz and Jane Miller
Victoria University Library
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A Library’s World Wide Web presence is a significant client interface and virtual service point. As with any service, evaluation is crucial. Usage patterns need to be analyzed and client perceptions sought. The value ascribed by clients to a service need to be balanced against resources committed to providing that service. This paper outlines the action research undertaken during 2001 by Victoria University Library on its web site usage. The research employed a range of methodologies – an online survey, statistical collection and analysis, and focus groups held with web service stakeholders. The major objective of the research was to understand the experience of the Library’s clients in their interactions with the website and to effect change according to their needs.
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