Staff Survey
We gave OPL staff a survey called "What Kind of Questions Do Patrons Ask You?" We distributed it to all staff in their weekly e-newsletter, promoted it in a live All-Staff Zoom call, and made a special request of Call Center staff to complete it, since they handle front-line requests. We explained that the survey, while optional, will help us decide how to structure the new website, and that has generated some enthusiasm.
The word cloud on the right, created in Wordclouds.com, shows questions staff find hardest to answer using our website.
What Kind of Questions Survey (Responses).xlsxWith a spreadsheet of responses, we split multi-part submissions so that each row in the spreadsheet had a single category and question.
That allowed us to isolate individual statements about what questions were frequently asked, and which were hard to answer.
Finally, we created a report of--literally--frequently asked questions. Not only did this help us understand what patrons are looking for and what they have trouble finding on oaklandlibrary.org, but OPL is using this document to create a new FAQ section for the website.
Here's a word cloud of frequently asked questions, as reported by OPL front-line staff.
