How do we find out what users (and non-users) think of our services? We need to know this in order to ensure our services meet their needs and to argue our case for resources to improve them. Pretty obvious stuff, but it can be hard to get that feedback, to manage it, and to make the most of it.
Katie Flanagan recently asked Special Collections librarians about gathering feedback, and has helpfully summarised her findings on her blog. As part of my work on audience development this summer (of which more anon) I’m going to review what we do about feedback at Bradford, so this is particularly timely!