a conference for and by students in information disciplines
hosted by the Faculty of Information and Media Studies
at Western University
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Important Dates

April 3 - Information Session

April 20 - Submission Deadline

May 18 - Registration Opens

June 23 - Conference

Media Capture: Assessing Patron Feedback at the London Public Library

Ensuring patron satisfaction is a critical aspect of librarianship. Libraries must strive to provide services and programs with which patrons express satisfaction. To do so, librarians must develop ways to collect data to learn what patrons think of their library and to assess whether patrons are expressing positive or negative feedback.

Patron perspective is currently measured by the London Public Library (LPL) through Balanced Scorecard Reports (BSC). These reports synthesize important quantitative information about library use. However, while this data can inform LPL of patron's usages of facilities, it does not offer insight as to the motivation behind patron actions.

Media capture is a systematic approach to monitoring and analyzing messages about the London Public Library (LPL) that can be found in the media and general public. It involves regularly obtaining, recording, and analyzing the content, tone, and theme of online news articles, blogs, Facebook wall comments, and Twitter feed comments.

Conducting a media capture allows libraries to assess patron feedback, better understand their online presence, and gauge what patrons and the online community are saying.

An example of a one week media capture was conducted. Our presentation will explore the results and demonstrate the value of conducting a media capture.

Alan Kilpatrick

Alan is in his fifth term of the MLIS program at the University of Western Ontario. He holds a Bachelor of Arts from the Vancouver Island University where he majored in Canadian History and minored in English Literature. Since beginning the program at UWO, he has had the opportunity to work as a co-op reference librarian at the Transport Canada Library in Ottawa and as a Student Assistant Librarian at the Faculty of Information and Media Studies Graduate Resources Centre. His interests include special librarianship, open access, and Canadian copyright law.

Katie-Scarlett MacGillvray

Katie-Scarlett MacGillivray is half way through the MLIS program at FIMS, currently on co-op at the University of Windsor’s Leddy Library. She holds an Honours Specialization degree in English from The University of Western Ontario, and a Master of English degree from Brock University. In her second term of the MLIS program, she worked at the GRC, providing assistance to FIMS’ students and faculty, and learning acquisitions and collection development. Her co-op experiences include in-person, online and phone reference service, attending technology conferences, research, public relations work, and collection management. Her interests include information literacy, institutional repositories, and technology.

Jennifer Szwec

Jennifer will achieve an Area of Concentration in Academic Librarianship before completing Western University’s Master of Library and Information Science program in December, 2012. She holds a Bachelor of Arts (Honours) in English Literature and a Master of Arts in Literary Studies from the University of Waterloo. She has also completed work at the doctoral level in the Production of Literature at Carleton University (through the Department of English Language and Literature). Her non-LIS graduate work has focused on Restoration drama, most recently with an emphasis on the lived experiences of older actresses and depictions of older women on stage (to which she will happily return for an assignment in Web Design and Architecture). She has had the good fortune of working at Bracken Health Sciences Library (Queen’s University) for two terms as a co-op student. Jennifer is currently employed part-time at the Faculty of Information and Media Studies’ Graduate Resource Centre where she is working on a rare materials project. When she isn’t being an information detective, she likes to watch sleuths in shows such as Murder, She Wrote; McMillan and Wife; and Rosemary and Thyme.