User feedback as a management tool in academic libraries: a review

Abstract

Purpose The purpose of this paper is to provide a selective review of current research and practice on user feedback in academic libraries. By dividing user feedback studies into four categories: Library as Place, Navigation, Satisfaction, and User Experience, it aims to provide a framework for academic libraries embarking on a process of systematic user feedback. Design/methodology/approach By reviewing the literature on user feedback activities undertaken by several academic libraries, this paper offers insights into how users experience library services, collections, and space. Findings User feedback activities, particularly concerning noise and seating, are widespread in academic libraries. Practical implications The studies reviewed in this paper may be replicated by other libraries and used as a tool for managerial decision making. Originality/value The review is valuable for its analysis of the recent contributions to user feedback practice, as well as its description of the different methodologies employed and changes implemented.