Service Safari Worksheet #2


photo by Ian Gowen via Flickr CC

photo by Ian Gowen via Flickr CC  (not a photo of my computer lab)

This second worksheet was adapted from the first one so that it could be used with young library users to offer feedback on their library experiences.  The following scenario is based on what our students need to do in order to use a computer during open library.  Last year was the first time we had open library during the lunch/recess hour for the whole school.  About 40 kids on average attend, but there are only 14 computers available, so students are often anxious to get in line to get one.

Service Safari Worksheet 2

  1. Identify the goal.
  2. Did you achieve the goal?
  3. Was the experience positive or negative?
  4. Was anything confusing or frustrating?
  5. What was good or worked well?
  6. What was bad or didn’t work well?
  7. Did you interact with anyone?
  8. Describe the customer service.

Getting a Computer During Open Library

1.  Identify the goal. 

I want to get a computer during Open Library

2.  Did you achieve the goal?

Yes.

3.  Was the experience positive or negative?

It’s great when I get a computer and a bummer when I don’t.

4.  Was anything confusing or frustrating?

Sometimes I forget to get in the right line, or someone cuts in front of me.  It’s frustrating when I don’t get in line soon enough because my class is slow.

5.  What was good or worked well?

We can see if any computers are open by checking the poster for any big red dots.  If there’s a dot, a computer is available.

6.  What was bad or didn’t work well?

Other kids push and shove, so sometimes we have to line up again and start over without any pushing.

7.  Did anyone help or work with you?

The librarian watches us and lets us in.  We go to her if we need help.

8.  Describe your experience.

It’s nice if I get a computer, but it’s not really fair the same people get the computers over and over.

I was aware that the set up for free time with limited computers in the library would be problematic.  We brainstormed a variety ways to make it a positive activity and to keep it as simple as possible.  The best idea was making the poster with the big red dots to give the students a visual cue if a computer was available or not.  Whenever an issue came up, I’d engage the students in problem solving so they could be a part of the solution (they often had good ideas and suggestions!).  These simple service safari sheets may be a great way to solicit feedback to improve our offerings.

 

Schmidt, A. (2012). Stepping out of the library: The user experience. The Library Journal. Retrieved from http://lj.libraryjournal.com/2012/03/opinion/aaron-schmidt/stepping-out-of-the-library-the-user-experience/

 

 

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