Eavesdropping on the user experience: Learning how students perceive the library through Yik Yak | Zendy

Elizabeth Price | Zendy; Rebecca Richardson | Zendy

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Eavesdropping on the user experience: Learning how students perceive the library through Yik Yak

Author(s) -

Elizabeth Price,

Rebecca Richardson

Publication year - 2017

Publication title -

college and research libraries news

Language(s) - English

Resource type - Journals

SCImago Journal Rank - 0.281

H-Index - 23

eISSN - 2150-6698

pISSN - 0099-0086

DOI - 10.5860/crln.78.1.9601

Subject(s) - eavesdropping , yak , computer science , unpacking , multimedia , human–computer interaction , psychology , world wide web , computer security , medicine , linguistics , philosophy , veterinary medicine

S media is increasingly an outlet for customers to discuss their service experiences. A 2014 survey by VentureBeat Insight found that we complain 879 million times a year on social networking sites. Companies such as Dell, Verizon, and Comcast have dedicated service personnel on platforms such as Twitter in order to make sure these complaints are not going unanswered and consequently diminishing the brand’s reputation. Yet a recent survey showed that only 16% of librarians view social networking sites (SNS) as having an “extremely important” customer service function as a tool to solicit complaints, suggestions, inquiries, and feedback. The overall knowledge gathering via this method has also ADMINISTRATIVE SUPPORT FOR LIBRARY SERVICES FOR VETERANS How to expand outreach to these deserving communities

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