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Library and Information Science

Crystal Boyce

Selected Works

2015

Articles 1 - 5 of 5

Full-Text Articles in Entire DC Network

Secret Shopping As User Experience Assessment Tool, Crystal Boyce Oct 2015

Secret Shopping As User Experience Assessment Tool, Crystal Boyce

Crystal Boyce

Secret shopping is a form of unobtrusive evaluation that can be accomplished with minimal effort, but still produce rich results. With as few as 11 shoppers, the author was able to identify trends in user satisfaction with services provided across two entry-level desks at Illinois Wesleyan University's The Ames Library. The focus of this secret shopping program was on user experiences rather than whether correct answers were given by student employees working at the desks. Overall, users were satisfied or very satisfied with their experiences, though user feedback identified one desk as providing consistently better service.

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Library As Publisher: A New Initiative For Rusa?, Elizabeth Boatright, Crystal Boyce, Sarah Espinosa, Angela Kent, Rebecca Marrall Jun 2015

Library As Publisher: A New Initiative For Rusa?, Elizabeth Boatright, Crystal Boyce, Sarah Espinosa, Angela Kent, Rebecca Marrall

Crystal Boyce

This report represents the work of an Emerging Leaders (EL) Team tasked by the Reference and User Services Association (RUSA) Publications Committee to investigate whether RUSA should create resources for 21st-century reference and user services librarians interested in the concept of “library as publisher.” Within this report, readers will find a proposed definition of library publishing, the results of an environmental scan of support provided by library and affiliated professional associations, results of a survey gauging interest in library publishing services, and recommended next steps for RUSA.

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Ala Emerging Leaders Poster Presentation 2015, Elizabeth Boatright, Crystal Boyce, Sarah Espinosa, Rebecca M. Marrall, Angela Kent Dec 2014

Ala Emerging Leaders Poster Presentation 2015, Elizabeth Boatright, Crystal Boyce, Sarah Espinosa, Rebecca M. Marrall, Angela Kent

Crystal Boyce

This poster represents the work of an Emerging Leaders (EL) Team tasked by the Reference and User Services Association (RUSA) Publications Committee to investigate whether RUSA should create resources for 21st-century reference and user services librarians interested in the concept of “library as publisher.” Within this report, readers will find a proposed definition of library publishing, the results of an environmental scan of support provided by library and affiliated professional associations, results of a survey gauging interest in library publishing services, and recommended next steps for RUSA.

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Secret Shopping As User Experience Assessment Tool, Crystal Boyce Dec 2014

Secret Shopping As User Experience Assessment Tool, Crystal Boyce

Crystal Boyce

Secret shopping is a form of unobtrusive evaluation that can be accomplished with minimal effort, but still produce rich results. With as few as eleven shoppers, the author was able to identify trends in user satisfaction with services provided across two entry-level desks at Illinois Wesleyan University’s The Ames Library. The focus of this secret shopping program was on user experiences, rather than whether correct answers were given by student employees working at the desks. Overall, users were satisfied or very satisfied with their experiences, though user feedback identified one desk as providing consistently better service.

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Pre-Print - Secret Shopping As User Experience Assessment Tool, Crystal Boyce Dec 2014

Pre-Print - Secret Shopping As User Experience Assessment Tool, Crystal Boyce

Crystal Boyce

Secret shopping is a form of unobtrusive evaluation that can be accomplished with minimal effort, but still produce rich results. With as few as eleven shoppers, the author was able to identify trends in user satisfaction with services provided across two entry-level desks at Illinois Wesleyan University’s The Ames Library. The focus of this secret shopping program was on user experiences, rather than whether correct answers were given by student employees working at the desks. Overall, users were satisfied or very satisfied with their experiences, though user feedback identified one desk as providing consistently better service.

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