Positive Changes from Constructive Feedback

AskAway receives many comments from users who fill out the exit survey, the vast majority overwhelmingly positive about the service. From time to time, though, we do receive some constructive feedback on how to further improve AskAway. Often even this type of feedback follows high praise for AskAway, for example, “The online service has worked perfectly for me, I've used it a few times and have always encountered friendly helpful people on the other end. What a great idea! The only thing I would suggest is to perhaps spread the word more.”

This entry focuses on our method for taking constructive feedback and suggestions into consideration, and gives examples of our responses.
Process for Addressing Feedback
When an AskAway user submits a suggestion for the service, we initially look at how pervasive the issue or concern is and work to improve the service accordingly. Next, we determine the root of the issue; is it a technical problem? An issue that could be resolved with training? A desired new feature? A lack of accessibility? We address each type of issue appropriately. For example, if it is a software problem, we work with QuestionPoint to resolve it; if it is a training issue, we integrate it into our AskAway training, use the listserv and blog to communicate about it and look into changing policies or procedures if relevant. Finally, we evaluate the outcome of our solution(s).
Sample Positive Changes
Here are some examples of positive changes that have come about in response to patron feedback.

Constructive Feedback: AskAway sometimes lags, types out-of-sync, freezes my screen or disconnects without warning.
Diagnosis: Software issue
Positive Change: AskAway informed QuestionPoint of software glitches. QuestionPoint improved software, greatly reducing technical issues.

Constructive Feedback: AskAwayers hang up on me before I expect the call to be over.
Diagnosis: Training issue
Positive Change: AskAway training was altered to emphasize the importance of asking users if they have any more questions, and have all the information they need. There is also emphasis on using a closing script. If there are technical issues which require an AskAwayer to close the session, or it seems like the patron has left, AskAwayers are trained to send a script explaining why they are closing the session. There was messaging about this issue over the listserv as well.

Constructive Feedback: AskAway is difficult to access, unattractive and sometimes hard to read.
Diagnosis: Accessibility issue/new feature would address issue
Positive Change: The AskAway Qwidget is more easily identifiable as chat to new users and is more likely to be featured in several areas of a library’s site, making it more accessible in some cases. Both the Qwidget and the newer version of the full-screen interface have a current look and feel. AskAway has encouraged libraries to provide Qwidgets or links to AskAway on various relevant pages on their website.

Constructive Feedback: The person I talked to on AskAway was not from my library.
Diagnosis: Not necessarily an issue in itself, but situation could be smoothed with training
Positive Change: Messaging to AskAwayers using the listserv and this entry of the AskAway blog  about helping users from other institutions, including letting them know you can assist them, assisting them as thoroughly as possible, how to let them know you are from another institution if the information seems relevant, and matching students up with same-institution librarians when those librarians are staffing AskAway.

Constructive Feedback: Please promote AskAway more; I wish I had heard about it two years ago.
Diagnosis: Accessibility Issue
Positive Change: AskAway has produced promotional sticky-note pads and book marks available to libraries. The Qwidget has made the service more visible, particularly to new users. AskAway is devising a new communications strategy, and encourages libraries to promote the service within their institutions.

Constructive Feedback: I would like to access AskAway on my smartphone.
Diagnosis: New feature requested
Positive Change: Launched mobile site.

Constructive Feedback: I can’t tell if the librarian is writing me an answer or not. Could you add a feature that says when the librarian is typing?
Diagnosis: New feature requested
Positive Change: AskAway worked with Question Point to add a new feature to let users know that the AskAwayer is currently typing.

Thoughts or comments? Let us know!

--Reece, BC ELN