Needs Assessment and Service Design to Support Researching for Users of Academic Libraries
DOI:
https://doi.org/10.14456/jiskku.2023.14Keywords:
Research support service, Library service, Academic library, Service design, IDEO design thinking for library, Service blueprintAbstract
Purpose: This research aims to conduct needs assessment in library service for researching and to create the blueprint of research support service of academic library using the IDEO design thinking for library consist of inspiration, ideation, and iteration.
Methodology: A mixed-method approach is employed to collect data through questionnaires, interview and evaluation forms. The samples consist of 405 users and 10 key informants, including faculty staff and graduate students from Thai universities recognized for research excellent by Times Higher Education. Quantitative data are analyzed using mean, standard deviation, and the modified Priority Needs Index (PNImodified), while qualitative data undergo content analysis.
Findings: The research findings reveal that the primary need for academic library users is research support have research support in the reference service aspect (PNImodified = 0.23), with the funding source guide being the top priority (PNImodified = 0.31). The blueprint of research support services for academic libraries comprises three components: 1) The physical touchpoints that encompass user appearances and activities; 2) The front-of-state interactions as the front-end of the reference service; and 3) The back-of-stage interactions are the back-end of the reference service and other support agencies. In addition, the model consists of four steps, such as initiating the service, submitting an inquiry, receiving an inquiry, and end-of-service, with a focus on interactive online services using artificial intelligence and user analytics technology for easy, fast, and on-demand service position. The blueprint is evaluated by key informants, showing an overall high level ( = 4.34). Among the different aspects, utility aspect is rated highest ( = 4.46), followed by accuracy ( = 4.40), propriety ( = 4.33), and feasibility aspect ( = 4.16).
Application of the study: The results of this research would guide the design of user-centered services and proactive services in order to meet the library users’ needs in line with the current situation as well as promote the policy and education management of research universities.
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