Qualitative investigations for constant improvement: the case of a university library

Abstract

With a view to increasing the use of qualitative methods in surveying activities, the author presents the experience of the Atheneum Library of the University of Studies of Milan-Bicocca in the years 2004-2008, providing us with an overview of surveys made among users and staff. For each qualitative investigation, within the sphere of communication, training and organizational development the objectives, methods and actions followed are demonstrated. As regards external communication, the focus group and the individual interviews that involved a representative sample of users helped to streamline some products already in course of preparation (guide to the Library, web site) or for improving others in distribution (intraining and promotional flyers on library services). The results of the interviews with the library staff on the organizational climate led to reflection by those responsible for managing internal communication. Concerning staff training, the qualitative approach in the analysis of training requirements and in the evaluation of the training offered made it possible to prepare training programmes aimed at the real necessities of the structure and based on the expertise acquired by the librarians. The end of course questionnaires distributed to the users also produced an improvement of the training opportunities of the library on the services, resources and tools for bibliographical research. Lastly, some qualitative investigations addressed to student-collaborators, librarians and users on various subjects produced effects of organizational development and offer improvement. For example, on the one hand the feedback of the student-collaborators was used for improving their training “in the field”, their coordination and communicational exchange; on the other the identification of the degree of knowledge and satisfaction of users with respect to the library services led to increasing the promotion of those services and sharing the relative best practices among the staff. The case presented demonstrates the importance of qualitative investigations with a view to constant improvement. Tools such as individual or group interviews and a questionnaire with open questions offer an occasion for listening, make it possible to gather opinions, suggestions and constructive criticisms and permit particular phenomena to be interpreted. But the results are useful only if there is a will to always be open to change and growth.