ABSTRACT
The conclusion of a piece of survey work does not necessarily mark the end of the exercise. The results should include recommendations for action but a number of factors may affect the outcomes of the study and may even lead to their modification.
The problem may be insoluble for a variety of reasons. Resources may be unavailable to tackle it. The study may show that a particular group of users requires particular attention but money may not be available to undertake the work needed. It may be difficult to collect information on which to base decision-making as the Brent study showed. If the co-operation and support of departments outwith the library is needed, e.g. manual staff support for extended opening hours, it may be difficult to proceed, but at least, solid data is available for making a case.
More questions may be raised than answered. This is often the case with short overview surveys which may raise puzzling issues that require further investigation. One group of users may be much less satisfied with the service than others. It may be necessary to mount a further study of the group to find out why.
Misconceptions are an unavoidable problem. Users’ comments on survey forms and at meetings can show that they have inaccurate perceptions or have fallen victim to rumours. Sometimes the numbers, e.g. all the students on a particular course, can be substantial. The consequences, in the form of angry letters to local newspapers, or articles in student magazines, can be serious and it may be necessary to mount a PR exercise to clarify the situation. Sometimes these errors can be accepted at quite a high level. I have found evidence of quite senior academics credulously accepting unfounded rumours.
Contradictory results sometimes occur. These may be the results of faulty methodology or paying too much attention to pressure from vocal interest groups. Building on experience over a period of years, comparisons with similar institutions, and using a regime of assessment which consists of a range of methods are the best ways of avoiding these problems.
The results of the study may generate criticism. This may be criticisms of methodologies or outcomes. Following proper procedures is the best way to avoid criticisms of methodology. Outcomes may be criticised if they are perceived as having deleterious implications. For example, the recommendation to deskill a service, previously run by professional staff, may not be well received by those concerned. This can result in delaying, modifying, or even abandoning the proposals.
The information collected from a survey can go out-of-date quite quickly. The current move to electronic information services is changing expectations rapidly and this must be allowed for. It may be necessary to look at the same problem areas on a regular basis to identify new and changing needs.
As implied in (6) above the performance issues which inform evaluation must be regularly reviewed to ensure that the changing needs of users are being addressed.
