Comments on: The Ultimate Question and One More… http://librarygarden.net/2007/05/18/the-ultimate-question-and-one-more/ An ongoing conversation among librarians with differing perspectives (public, academic, school, consortial, youth) but one shared goal: ensuring the health and relevance of libraries. [insert your own gardening metaphor here] Sat, 25 May 2013 10:47:49 +0000 hourly 1 http://wordpress.com/ By: Marie L. Radford http://librarygarden.net/2007/05/18/the-ultimate-question-and-one-more/#comment-1963 Tue, 22 May 2007 13:16:00 +0000 http://librarygarden.wordpress.com/2007/05/18/the-ultimate-question-and-one-more/#comment-1963 Your post reminds me of another critical dimension “willingness to return” used in the work of Joan Durrance, Catherine Sheldrick Ross, Patricia Dewdney, and Kirsti Nilson (Kirsti’s 2004 publication on MLIS student’s comparison of face-to-face vs. virtual reference can be found at http://informationr.net/ir/9-2/paper171.html)

The Nilsen’s question focuses on willingness to return to an individual: “Given the nature of this interaction, if you had the option, would you return to this staff member again with another question?”

This could be adapted to ask: “If you had the option, would you return to our library (or virtual reference service) with another question?”

Like the ultimate question “Would you recommend us to a friend?” the “willingness to return” question is also an elegant way to quickly determine our level of service. I wonder if people are willing to recommend a service to others that they would not choose to return to themselves?

]]> By: Marie L. Radford http://librarygarden.net/2007/05/18/the-ultimate-question-and-one-more/#comment-5101 Tue, 22 May 2007 13:16:00 +0000 http://librarygarden.wordpress.com/2007/05/18/the-ultimate-question-and-one-more/#comment-5101 Your post reminds me of another critical dimension “willingness to return” used in the work of Joan Durrance, Catherine Sheldrick Ross, Patricia Dewdney, and Kirsti Nilson (Kirsti’s 2004 publication on MLIS student’s comparison of face-to-face vs. virtual reference can be found at http://informationr.net/ir/9-2/paper171.html)

The Nilsen’s question focuses on willingness to return to an individual: “Given the nature of this interaction, if you had the option, would you return to this staff member again with another question?”

This could be adapted to ask: “If you had the option, would you return to our library (or virtual reference service) with another question?”

Like the ultimate question “Would you recommend us to a friend?” the “willingness to return” question is also an elegant way to quickly determine our level of service. I wonder if people are willing to recommend a service to others that they would not choose to return to themselves?

]]> By: Amy J. Kearns, MLIS http://librarygarden.net/2007/05/18/the-ultimate-question-and-one-more/#comment-1957 Sat, 19 May 2007 13:44:00 +0000 http://librarygarden.wordpress.com/2007/05/18/the-ultimate-question-and-one-more/#comment-1957 http://netpromoter.groupee.net/eve/forums/a/tpc/f/2731073251/m/6701054452

]]> By: Amy J. Kearns, MLIS http://librarygarden.net/2007/05/18/the-ultimate-question-and-one-more/#comment-5095 Sat, 19 May 2007 13:44:00 +0000 http://librarygarden.wordpress.com/2007/05/18/the-ultimate-question-and-one-more/#comment-5095 http://netpromoter.groupee.net/eve/forums/a/tpc/f/2731073251/m/6701054452

]]> By: Amy J. Kearns, MLIS http://librarygarden.net/2007/05/18/the-ultimate-question-and-one-more/#comment-1956 Sat, 19 May 2007 13:41:00 +0000 http://librarygarden.wordpress.com/2007/05/18/the-ultimate-question-and-one-more/#comment-1956 I just wanted to add that I received an e-mail from Amy Madsen, Net Promoter Project Manager, who tells me that she has received some interest from librarians regarding Net Promoter. As a result, she has created a discussion forum string for librarians at

http://netpromoter.groupee.net/eve/forums/a/tpc/f/2731073251/m/6701054452

It does require a brief registration.

You can also see other industries discussing this topic there.

Thanks.

]]> By: Amy J. Kearns, MLIS http://librarygarden.net/2007/05/18/the-ultimate-question-and-one-more/#comment-5094 Sat, 19 May 2007 13:41:00 +0000 http://librarygarden.wordpress.com/2007/05/18/the-ultimate-question-and-one-more/#comment-5094 I just wanted to add that I received an e-mail from Amy Madsen, Net Promoter Project Manager, who tells me that she has received some interest from librarians regarding Net Promoter. As a result, she has created a discussion forum string for librarians at

http://netpromoter.groupee.net/eve/forums/a/tpc/f/2731073251/m/6701054452

It does require a brief registration.

You can also see other industries discussing this topic there.

Thanks.

]]>