A survey of user satisfaction with the national and university library in zagreb online service ask a librarian – thematic searches during the covid-19 lockdown

Abstract

Purpose. The aim of the paper is to present the results of a research into the experience and satisfaction of users with the online service Ask a Librarian – a thematic search of the National and University Library in Zagreb during lockdown and the es-tablishment of work from home, when isolation measures were in place to prevent the spread of COVID-19. Approach/methodology/design. The survey method was used in the research of the service users, and a 10-question online questionnaire was created for this purpose. Before the survey, the analysis of the data from the Ask a Librarian – thematic searches online application was conducted. The data on the users and requests for the thematic searches were collected during the lockdown period in which the library was working in exceptional circumstances, and the survey invitation was sent to the e-mail addresses of the users of the service in that period. Results. The results of the survey have shown that the users’ decision to use a thematic search service during the period of isolation was influenced by a previous positive experience with this service, or another person’s recommendation. It was found that users were satisfied with the quality of the service, as well as with the amount of literature recommended, the availability of content, the promptness of responses, the provision of additional references and other information, and communication with the librarians. It was shown that a large number of respondents also subsequently independently searched the e-resources, thereby confirming the value of the effort made by librarians to educate users about the available online information sources, and not only provide the relevant information on a particular topic in the form of recommended literature. Practical application. Obtaining feedback from the service users made possible the evaluation of the work of librarians, the library’s subject specialists who are responsible for providing this service, and the research results will serve them in the organization and improvement of their work in the future. Originality/value. The results of the research will be used for the further development and upgrading of the Ask the Librarian – a thematic search online service.