Your Name and Title:

 Robert Dugan, Dean of Libraries

Library, School, or Organization Name:

University of West Florida

Co-Presenter Name(s):

Jason LeDuc, Director of Sales, Counting Opinions

Area of the World from Which You Will Present:

Pensacola, Florida, USA / Toronto, Ontario, Canada

Language in Which You Will Present:

English

Target Audience(s):

 Academic/Public Library Management

Short Session Description (one line):

LibSat: Getting Ahead of Your Customer Satisfaction Issues

Full Session Description (as long as you would like):

Along with public and academic libraries across the US and Canada, the University of West Florida has deployed the Counting Opinions LibSat continuous customer satisfaction survey and user feedback management tool to more effectively measure satisfaction levels and identify areas of service that are most in need of improvement. Join, Robert Dugan, Dean of Libraries co-author of “Viewing Library Metrics from Different Perspectives: Inputs, Outputs, & Outcomes” and Jason LeDuc, Director of Sales for Counting Opinions to discuss how this tool works and why the continuous gathering of the library user experience and ongoing analysis of qualitative feedback is an essential part of UWF’s current and future management strategy for operational improvement.

Websites / URLs Associated with Your Session:

http://library.uwf.edu/

www.countingopinions.com