Roots of Success: Cultivating a Strong Program by

Reaching Out to Your Users

Melanie Kowalski, Emory University
Bethany Nash, Emory University

Conference Name: South Carolina/Southeastern Library Association Joint

Conference 2013
Publication Date: 2013-11-13
Type of Work: Poster
Permanent URL: https://pid.emory.edu/ark:/25593/rhrfv

Copyright information:
© the authors
Accessed December 2, 2020 4:45 PM EST
Roots of Success: Cultivating a
Strong Program by Reaching Outcomes:
• Workout attendance
•
Out to Your Users •
Office hour consultations
Help ticket counts
• # of questions @ Library Service Desk
Bethany Nash & Melanie Kowalski • ETD statistics tracking

New user-centric web

presence for service
information Documentation and
distribution of service
Online informational policies and procedures
presentation – anytime
access for users
Distance consultations
Increased marketing – using Skype, email,
for on-campus and phone
instruction sessions

Public office hours for

More instruction service
Relevant staff at all
sessions, in more
information sessions
places, and at more
times!
Metrics – analysis of
Context: help tickets
Usability testing for
• What: Revamping of an Electronic Theses and
service system
Dissertations program
• Who: Two Research Library Fellows, One ETD
Coordinator (30% time allocation each) Metrics – student
• When: 2012-2013 Academic Year surveys at instruction
• Where: Emory University Libraries sessions
• How: User-centric approach to library services