Introduction

Welcome, everyone, and thank you for being here. Id like learn more about how you use the X
Library and the X Library website. Im also interested in your ideas and suggestions for ways
we can enhance library spaces, services and collections.
I will moderate todays session, and will take notes. I have a set of questions that I will use to
guide us through the discussion. There are no right or wrong answers to any of these
questions, and you dont have to answer every question. Everyones viewpoint is important and
valid, and it will be my job to make sure each of you has a chance to share your thoughts.
Let me go over a few ground rules that we have found helpful in keeping these discussions
productive.
1. If you havent done so already, go ahead and turn off your cell phone or place it on silent
2. Feel free to enjoy your snack during our discussion
3. If you do not understand a question, please let me know. Also, know that its okay not to
have an answer to a question. There will be times when Ill ask for everyone to respond,
if possible, but its always okay not to answer.
4. Only one person should speak at a time.
Icebreaker
First, lets start by telling the group your name and approximately how frequently you visit the X
Library (once a week, once a month, never, etc.).
And now we have some questions about library services.
Quiet & collaborative spaces
1. Think about a space you wish were available in the X Library.
a. Describe this ideal space, keeping in mind that it can be physical or virtual. (Feel
free to use your scratch paper to draw or write about your ideal space.)
b. What would you do in this new space?
2. Have you ever moved furniture in our library or your home university library to
accommodate your needs? (Y/N - raise your hand if youve moved furniture in the
library at some point)
a. If so, describe.
Lending equipment & technology
1. Have you ever come to the IT Dept. or the XLibrary to check out equipment or
technology? (Y/N)
a. Describe.
2. Has there been a time when you needed equipment or technology while in the library or
while you were studying? (Y/N)
a. Describe.

3. If you could check out anything (technology or otherwise) from X, what would it be?
(Hear from everyone)
Self-service
1. During the semester, did you use or visit the X Library in person, online, or both in
person and online? (Hear from everyone)
2. During your experience in a library or on the Library website, did you need assistance
from library staff for any reason? (e.g. accessing an article, requesting a resource,
checking out a book, etc.) (Y/N -- hear from everyone)
a. If so, describe the assistance you needed.
3. Have you ever experienced a time in the library or online when you needed assistance
and there was no one available to help you? (Y/N -- hear from everyone)
a. If so, what did you do?
4. During your time in a library or on the Library website, was there something you needed
help with that you would have preferred to do independently? (Y/N)
a. If so, describe.
5. How do you prefer to communicate with library staff when you need their assistance?
(e.g. instant message, scheduling a research consultation with a librarian, asking
someone on the desk, etc.)
6. Have there been times when you would have preferred a different option for
communicating with library staff?
a. If so, describe.
Accessing online journals
1. Where do you typically go to access articles when youre working on research papers or
projects? (Hear from everyone)
2. Have you ever accessed online journals or articles from your dorm room?
a. Describe your experience.
3. Have you ever accessed online journals or articles from off campus?
a. Describe your experience.
4. What was the most challenging aspect of accessing articles online?
5. How did you overcome your challenge?
a. Were you able to access what you were looking for?
6. Have you ever come to the library to find an article in print that you could not access
online?
7. Have you ever requested an article using ILL or document delivery?
Enhancing your experience
1. Think for a minute about your time in X Library.
a. Has there been a time when your expectations have not been met? (Y/N; hear
from everyone)
b. Describe.
2. Now, think about your time using the X Library website.

a. Has there been a time when your expectations have not been met? (Y/N; hear
from everyone)
b. Describe.
3. What one thing would you suggest to improve your experience in X Library? (Feel free
to use your scratch paper to write or draw about it.)
4. f you could make any changes to the library or its services, what would you suggest?
Conclusion
This has been very helpful and we would like to thank you for your time and participation.
(Adapted from script used for DUL undergrad focus group, 5/22/2014)