CIS student Crystal Boyce had given a presentation on the topic of Measuring Perceptual (In) Congruence between Information Service Providers and Users on our seminar recently.
Abstract: This presentation reflects on a case study investigation to define and measure a possible gap in expectations and perceptions of service quality at a joint IT-reference desk in a small university library. The gap in expectations and perceptions was also compared between library service providers and library users, to determine if there were significant differences. The focus will be on situating the investigation within the scholarly conversation about academic libraries, reflecting on local influences on study design, and briefly introducing the gap analysis model. Challenges faced in the research design will be discussed, as well as how the study was received locally and in the broader scholarly field.
Bio: As a librarian at Illinois Wesleyan University (small, private, liberal arts university in central Illinois), Crystal Boyce explored conducted research focused on academic library public services. Her publications include a data-focused investigation of the effect of a change in borrowing privileges on delinquent account management, an unobtrusive observation study of the two primary service desks in Ames Library, and a comparison of the expectations and perceptions of service at a joint IT-reference help desk. These studies grew out of her interest in library user experiences, specifically focusing on public services and service points. As a PhD student, Crystal is interested in exploring the intersections of libraries and information technology in higher education environments.