Painting with feedback

Clare Thorpe & Linda Barron

@thorpe_clare@lindaxbarron

State Library of QueenslandSLQ is committed to enriching the lives of all Queenslanders, creatively engaging people with information, knowledge & community.

Image credits: SLQ Corporate Image Library

Visitor Experience

Visitor Experience staff Jason, Angela, Fed & Linda(Image credit: SLQ)

Feedback is important to us

CC0 Public Domain

• Provide evidence to inform decision making and identify priorities

• Enhance client engagement by encouraging & responding to communication

• Gain a unique insight into visitors’ experiences

Feedback at SLQ

Tell us feedback

July 2014 - June 2016Total = 1284 responses• Comments – 377• Compliments – 437• Complaints - 322• Suggestions – 148

Complaints Management Policy

Image credit: Kevin Spencer (CC BY-NC 2.0)https://www.flickr.com/photos/vek/

Feedback plus

Audience research report

Feedback plus

Happiness exit poll

Feedback plus

Staff observations

Innovations inspired by feedback

Volunteer Rob performing during Music Hour

Music hour“Piano playing this afternoon 3/7/15 was lovely. It helps me study.”

“I am not enjoying the live piano music in the library this afternoon (3 July). Very repetitive and irritating. Please do NOT tell me to use earphones to block out the noise. Thank you.”

Innovations inspired by feedbackPremium quiet study space“The space is a great place to work and research but unfortunately this is often ruined by noisy conversations and phone calls occurring regularly in the supposed ‘quiet zones’.” “This is a great library, with great resources. Unfortunately, not even the quiet areas are quiet, with so many people talking – Level 3.”

Closing the feedback loop

Facebook post promoting new quiet study area

Instagram post promoting relaxations to our Food and Drink policy

Future focus – closing the loop• Implement digital

signage solution• OneLan has been

selected as provider

Image credit: OneLan

Future focus• Incorporate social

media feedback into data collation, response and reporting

• Use Beacon technology to monitor visitor movements

Image credit: Ibeacon app testing, Copenhagen Annette Q Pedersen CC BY-NC-SA 2.0 https://www.flickr.com/photos/anetq

Clare Thorpe & Linda Barron

@thorpe_clare@lindaxbarron