Discovering what patrons value in a consumer health library service using laddering interviews.

ABSTRACT:

Background

Librarians at Preston Medical Library sought to understand whether marketing research techniques could be adapted to libraries to better understand what patrons value. Specifically, this study sought to learn why patrons continue using a consumer health information service, develop insights to improve the service, and a methodology to use with other patron groups.

Case presentation

Librarian researchers conducted customer value research using laddering interviews, an interview technique utilized in marketing research to learn users' goals in using a product or service. The PML research team interviewed six frequent users of a medical library's consumer health information service. Researchers conducted laddering interviews, covering patron views of basic attributes

SUBMITTER: Lindsay JM 

PROVIDER: S-EPMC10259625 | biostudies-literature | 2023 Apr

REPOSITORIES: biostudies-literature