DOCUMENT RESUME ED 422 023 IR 057 148 AUTHOR Balraj, Leela .
DOCUMENT RESUMEED 422 023AUTHORTITLEPUB DATENOTEPUB TYPEEDRS PRICEDESCRIPTORSIDENTIFIERSIR 057 148Balraj, Leela E.End User Satisfaction: A User Study of the CD-ROM Databasesat Kent State University.1994-07-0044p.; Master's research paper, Kent State University.ReportsMasters Theses (042)Dissertations/ThesesTests/Questionnaires (160)Research (143)MF01/PCO2 Plus Postage.Academic Libraries; *Databases; Higher Education;Information Retrieval; Instructional Effectiveness; *LibraryInstruction; Library Surveys; *Optical Data Disks;Questionnaires; Search Strategies; Tables (Data); Training;Use Studies; *User Satisfaction (Information)Kent State University OHABSTRACTThis study attempted to determine if the type of trainingthat CD-ROM patrons received had an effect on the satisfaction level of theirsearch results by use of the survey method. Kent State University students,faculty, and patrons who used CD-ROM databases for information retrieval wereasked to complete a one page (front and back) questionnaire regarding theiropinions on end user searching training methods and satisfaction levels. Thetwo main methods of instruction, formal and informal, were measured for theireffectiveness on the satisfaction levels of CD-ROM searching. The study foundthat, overall, formal training was not significantly related to users'satisfaction levels but it is still a vital part of CD-ROM instruction today.The questionnaire and cover letter are appended. uctions supplied by EDRS are the best that can be made**from the original ***************************************
0END USER SATISFACTION:A USER STUDY OF THE CD-ROM DATABASES AT KENT STATE UNIVERSITYA Master's Research Paper submitted to theKent State University School of Library and Information Sciencein partial fulfillment of the requirementsfor the degree Master of Library and Information SciencebyLeela E. BalrajJuly, 1994"PERMISSION TO REPRODUCE THISMATERIAL HAS BEEN GRANTED BYEDUCATIONU.S. DEPARTMENT OFOffice of Educational Research and ImprovementEDUCATIONAL RESOURCES INFORMATIONCENTER (ERIC)This document has been reproduced asreceived from the person or organizationoriginating it.O Minor changes have been made toimprove reproduction quality.oL.E. BalrajTO THE EDUCATIONAL RESOURCESINFORMATION CENTER (ERIC)."2Points of view or opinions stated in thisdocument do not necessarily representofficial OERI position or policy.
END USER SATISFACTION:A USER STUDY OF THE CD-ROM DATABASES AT KENT STATE UNIVERSITYABSTRACTThis study attempted to determine if the type of trainingthat CD-ROM patrons received had an effect on the satisfactionlevel oftheir searchresults by useof theKent State University students, faculty,CD-ROMdatabasesfortheir opinionssatisfactionon endtwomainthe satisfaction levels of CD-ROMregardingmethods ofinstruction,for their effectiveness onsearching.to users' satisfaction levels but it3tomethods andformal training was notCD-ROM instruction today.askedtraininguser searchinglevels. Thewereand back) questionnaireformal and informal, were measuredthat, overall,and patrons who usedinformation retrievalcomplete a one page (frontsurvey nmthod.The study foundsignificantly relatedis still a vital part of
Master's Research Paper byLeela E. BalrajB.S.B.A., The Ohio State University, 1881M.L.I.S., Kent State University, 1994Approved by1Advisors(./e,1-0Q-,Date
TABLE OF CONTENTSivLIST OF ement of the Problem2Purpose of the Study3Definitions of Terms3Limitations of the Study4Literature Review5III. Methodology12IV.Research Results14V.Conclusion29APPENDICESA.Cover Letter31B.Questionnaire32END NOTES33BIBLIOGRAPHY355
LIST OF TABLESPAGETABLE1.Demographic Characteristics of End Users142.CD-ROM Database Selection and Usage Frequencies163.CD-ROM Database Search Purpose and Characteristics174.CD-ROM Database Searching Instruction Methods185.Effective CD-ROM Database Instruction Methods206.CD-ROM Database Searching Ease and SatisfactionRates217.Approximate Search Times228.CD-ROM Databases Versus Print Indexes239.Future Use and Recommendation of CD-ROM Searching24Chi Square Analysis of the Relationship betweenPreferred Method of Instruction by How PatronLearned to Use Database25Chi Square Analysis of the Relationship betweenMethod of Instruction Perceived Most Effectiveand How Patron Learned to Use Database27Chi Square Analysis of the Relationship betweenFormal Training Needed to Effectively Use CD-ROMsand How Patron Learned to Use Database2810.11.12.iv
ACKNOWLEDGMENTSI wish toIalso wishButtlar, for allwisdom throughoutpatience, andher guidance,project.thank my advisor, Dr. Loismy family,to thankrelatives, andfriends for all their support and encouragement.wouldlikeReferencetothank theDepartment forStateKentalltheirmaking this possible.7this entireFinally, IUniversity Libraryhelp andsupportin
-1-CHAPTER I. INTRODUCTIONwithin the library worldA rapidly emerging technologydiskadvent of CD-ROM (compactis theManydatabases.readonly memory)to searchallow usersof these databasesfor citations and abstracts to journal articles, chapters indocuments,books,disciplines,array ofwidefinancialon specificdissertationsnumerous statisticalandresponsesLibrary patronsdata.topics inaandthesetodatabases have been overwhelmingly ine howproducts ionsbest toassist themPatronsstrategies.whototheseCD-ROMwith theiruseCD-ROMdatabases have different levels of searching expertise, thusthey may also require differentA beginningsuch aslevel searcherusing keywordsterms, and how to printtypes of search assistance.to learnwill needas searchthe basicsterms, combiningsearchor download citations or abstracts.Intermediate level searchers may need to know how to combineold searchterm results with adatabase's indexterms.Advancedtheir searchnew search, how toor thesaurus,or howto truncatesearchers maywant toknow howby certainfields suchas language,use thesearchto limityear ofpublication, author, journal title, or descriptors.There are various methods in assisting these patrons in8
-2-databasesCD-ROMusinginstruction in alibrary staff member andinstruction by atraining andtraining methods includeFormalinformal training methods.Twosetting.include formalCD-ROM instructionmethods ofuniversityaatclass or workshop setting. Informal training methods includeguides, andscreens, online tutorials, libraryonline helpalso learn how to usePatrons mayCD-ROM database manuals.by ainstruction orinformally through selfthe databasesfriend, classmate, or colleague.Statement of the Probleminformation needsLibrarians must assess their patronsandsatisfaction levelsCD-ROMofformulate an effective method oftobeneficialbothteachingeffective inCD-ROMuse asuccessfullyhow totheir patronsthetheirdetermine ifinstruction areor methods ofcurrent methodforeconomicalandmust firstthis theyTo dolibrary.mustCD-ROM instruction that abasemaybedue inparttotheandinstructionvoid in thedetermining the satisfaction levelsliterature onThisCD-ROMis overwelming but there is aCD-ROM end usersusers.onof thesedifficultyinassessing satisfaction levels and also librarians' percievedbeliefsthat patronssearch results.able toMore research in thisbetter determineinformal, ortheirgenerally satisfied witharewhat typesa combination9of botharea is needed to beof training,types,areformal,needed to
-3-best serve the librariesCD-ROM users.Purpose of the StudyThe library's localthe Kent State University Main linesthecover aThese databasesof the library.reference centerdatabases inCD-ROMover thirtynetwork offerslocated aton the CD-ROM databasesThis study focusesandCompact Disclosure for business related information, MEDLINEandfor sticalStatisticalinformation,relatedforeducation related information, to name just a few.if the typethis study is to determineThe purpose oflevelof training has an effect on the success/satisfactionofby end users,CD-ROM searchingpatrons.maintwoTheinformal, willtypesbe measured forthatandformaltraining,oflibraryis, theon thetheir effectivenesssuccess or satisfaction levels of CD-ROM searching.Definitions of Termsa search),(broadenswith "AND"orwith "OR"or setsCombining termsBoolean searching:"NOT" (narrowsorasearch) in most electronic databases.1CD-ROM:coating whichpersonalis readandcatalogs.2articlesor bookby a smallfor ajordatabases, directories,enablethroughmetalLinked tolaster beam.have rapidlyCD-ROMScomputerspublishing mediumwithplastic diskA1.accessthe usetoofjournalkeywords,
-4-subjects, andother informationin aCD-ROM database is usually limitedForexample, CINAHLislibrary setting.to a broad subject area.nursing relatedaPsycLIT is a psychology related database.more resistant toAdatabaseCD-ROMSscratches and warping thanandare alsoother storagemedia and have a greater storage capacity.3End User:andusesA personanyinteractivewho ulimately desires, receives,information whichretrievalinformation retrievedprovidedissuchsystem,aasmay be acquiredthroughCD-ROM.Thedirectly by the enduser or indirectly through the use of an intermediary.4term "end user" in this paperanThewill always refer to a directend user without the use of an intermediary unless otherwisestated.Hereafter,when the termused in context with CD-ROMS it"user" or"searcher" iswill always refer to an enduser.Keyword:database suchtextAnysearchas a name,(i.e. naturaltermusedanelectroniccontrolled vocabularyterm, freelanguage) term,inor aspecial codeornumber.sLimitations of the StudyThisstudy islimitedto CD-ROM usersState University Main Library;necessarily applyolder users, andto all CD-ROMthus theor smaller academic libraries.11findings mayusers, such asin all settings, suchat theKentnotyounger oras public libraries
--5-LITERATURE REVIEWCHAPTER II.has been19866 veraverageanarea ofinformationbibliographictoCD-ROMs inin thisa phenomenal growthThereworld.availablecommercial use ofadvent of theSince the,inthedatabasessubscriptionpriceof 1,846.7tremendous amount of growth inThere has also been athe literatureconductedand studiessurveysLISA,onLibraryalso onThistheir use.paperCD-ROM databasessearches from variousincludes literatureincludingusers, andproducts andon CD-ROMABI/Inform,Literature,andPeriodical Abstracts from 1986 to 1994 for relevant File(File 15)(File 61) from"CD-ROM,"7)fromfrom 19711972to theuser,"alsotothepresent,present, andLISASearch terms included1969 to the present."endwereto the present,(File 1) from 1966searched including ""training," "instruction," "formal," "informal," "research,""study," and"survey".CATALYST,Kent StateUniversity'sonline public access catalog, was also used to find relevantsources on electronic databases and online catalogs.Steffey andMeyerVanderbilt University'sevaluate userconducted animportantHeard Libraries whichsuccess and satisfaction with12studyattempted toCD-ROMs.They
-6-found thatthe majority ofusers surveyedinstruction from library staff.who hadThey(72%) preferredalso found that usersclassroom instruction reporteda higherdegree ofsatisfaction with the number of citations retrieved and alsoplaced a greater amount of value on their search results.sCulbertson used a program called Total Recall to recordkeystrokespatronsofactualat theconductedsearchesColorado StatebyCD-ROMsonUniversity Libraries.Hisfindings also indicated that some type of formal instructionshould be a high priorityfor library staff offering CD-ROMsearching to their patrons.sSchultz and Salomonusersrespondtoalso conductedContraryCD-ROMs.mentioned studies, this study revealedofthestudentslibrarian issurveyedneeded beforebe due to thetopreviouslythethat only 36 percentinstructionthatfeltsuccessfully usingreason for the discrepency betweenstudies maya study on how endbyCD-ROMs.aAthis study and the otherrelatively small sampleonly forty-two students at Oakland University.size ofDespite thisfinding, Schultz and Salomon still felt that librarians mustdevelop effectivebibliographicmethods of CD-ROM instruction,instructionclassesorbyeither inone-on-oneinstruction, to better understand what the information needsof end users are.10Johnsonand Rosensearch satisfactionstated thatmay be verythan to the librarian.information needsdifferent to theend userThus librarians must focus not13andonly
-7-userscantothese skillsuseteach a processbe tolibrary staff shouldof thefelt that theTheyprocess of information retrieval.on thebut alsothe patrons' search,results ofon theeffectivelymeetgoalso endfutureinformation needs.11BarbutoUniversity's Axinnwas ahigh degreesignificant degree,did not, to anyemphasizedtechniquessearchingadvancedtheir CD-ROMsatisfaction withof userHofstraatalthough thereLibrary. They found thatdatabases, users stillusestudyconducted aCevallosandformalintraining sessions.Their study concluded that modificationsof formal trainingmethods are constantly requiredand more effectivedevelop betterto helpinstructional techniquesto aid end users with their search needs and strategies.12doneResearchUrbana-Champaign byUniversitytheatIllinoisofmost patronsAllen found that althoughwas required in thetrainingstated that they did not feelatuse of CD-ROMS, they also felt that they were unsure if theysuccessfully retrieved relevant citations to their search.13This findingsuggests thattrainingindevelopingdatabaseselection which,success ratessame lines, LoLibrary, statedlibraries maystrategiessearchinneed toturn,andmay improvein retrieving relevant citations.Bue, at the Universitythat training endmechanics of searching14alsoinpatrons'Along theof Colorado's Norlinusers involvesand the logic of.not only includes knowing how toprovideboth thesearching.14Thisuse boolean logic but also
-8-how tolearningabout howselectappropriate terminology,to structurethinkingand knowingone's search,when tostop refining one's search.An extensive userstudy of the CD-ROMUniversity of North Carolina atMangrum attemptedand toprovide the libraryevaluate and improvestudy foundthatstrategies, librarystaff with informationendtrainingstaff must beuserssearchto bothtime usersadvanced logic related questions posedstaff heironable to respondThey also felt thatby intermediate and advanced searchers.libraryto helpusers.of searching of firstthe fundamental mechanicsand also to the moresystem's successtheir service to CD-ROMwhenat theChapel Hill by Bucknall andtheir CD-ROMto assessserviceThusintomost usersaccount olibrary guides and online help at CD-ROM terminals to betterservethose patronswhochoosetheirto conductsearchprimarily on their own.Grantformal andand Stalkersome considerationsinformal training encounteredO'Neill, Jr. Libraryuseralso notedtraininglibrary staff.at Boston College.involvesDuepoint-of-useat theMostreference desk this instruction canThomas P.of their endinstructionto differing levels ofbyto their formal15theactivity at thebe very brief (three orfour minutes) or quite lengthy (ten to fifteen minutes).a supplementofinstruction, aAsgeneral quick
ine tutorials are all available to aid patrons with theirsearchstrategy.instruction onlibrary alsoTheCD-ROM searchingofferseither atformalclassthe workstationarea using hands-on demonstrations and handouts if the classis smallor inthe classroom usingsearchingand handoutshands-ondemonstration.if theclassPatronsa videotapeis toocanon CD-ROMlarge foralsoascheduleindividual appointments with librarians for subject specificCD-ROM training sessions.18An importantthe library'sTempleown CD-ROMUniversityeffectiveshouldinformal method of CD-ROMusers' guides.statedLibrary,user's guide,follow thesameeachthatinstruction isMaxymuk, atprovidetoindividual ints to include are what the database's coverage includes,basic search commands, how to form a search strategy, how toview results,how toprint ordownload results,what thesearchable fields are, and other important database specificfeatures.17A succinct guide gives users something of theirown which they can refer backlibrary staff arethe Appalachianunavailable to assist them.State Universitythat librarians musttohelpthemto whenever they wish or whentoLibrary, alsoencourage patrons to usesearchindependently andindividual help only when they need it.1616Worrell, ofemphasizedthese guidestoaskfor
-10-Another informal method of CD-ROM instruction discussedinthe literatureis thebyproduced tappropriate tiontutorialstill provenit hasevery user,foundthatused the library'sto use than those whotutorial.onlineinhouseanda library staff member foundrespondents who were taught bythe CD-ROM easierBiological Sciencesa study at theStatetutorials,or by the library's ownCD-ROM vendorsLeach conductedstaff.popular onlinelessbenotto beoveralllibrary'stheresultsaCD-ROMinstruction program.lsFinally, twoinstruction discussed in theandinstructioncolleague.)informal methodshighly unstructuredofliterature include self taughtby ainstructionfriend,classmate,orusers prefer to exploreSichel stated that someCD-ROM databases on their own by trial and error or may havefamiliarity withotherState UniversityMEDLINEdatabasesaidthroughthey learneda friendfindings also indicated that verytoformulatestatisticstotallyrelevant informationpercent ofthethedue toCD-ROM database searching.17orhowto usecolleague.itsTheirfew users (13%) were ablesearches.21efficientonly reinforcesystems.20Health Sciences Library at theCD-ROM users surveyed at theOhioonly ninefound thatand MularskiLePoerretrievalautomatedfacta lackthat endof formalTheseuserstwomisstraining on
Carey stated thatDyson andthe CD-ROMrevolution ischanging the nature of patron-librarian interactions.studyfoundlibrarians)users onCD-ROMsresearch patternsstudentsimpactthatdeal withon theirare now anandthatthis realityinstructionalCD-ROM searching.22integralThis, inparthow librarieswillservicesTheirhave aof(andprofoundfor trainingturn, willhave adirect impact on the satisfaction levels of CD-ROM users.18end
-12-METHODOLOGYCHAPTER es of CD-ROM patrons after they completed a search onany onethis,of the library'saonepagedistributed inquestionnaireCenter duringReferencefrom AprilperiodJulytoofexplaining thestudy in furthereachquestionnairesoftheand(frontresources areathe electronicUniversityStateTo accomplishCD-ROM databases.back)of thethreeaA cover1994.wasdetail was alsodistributionKentmonthletterplaced bypoints(seeAppendix A).This questionnaire will attemptsatisfaction levels ofthey learned toto evaluate end users'CD-ROM searching by askinguse the database whichthem howthey were currentlyusing, what their preferred method of instruction for CD-ROMinstruction is, what they think is the most effective methodof instruction for CD-ROM searching,and if they think somekind of formal training is necessary to effectively use thedatabase (see Appendix B).The'questionnaire also asks theuser what their genderis, what their status is, and what their major or departmentis to gettype of patrons thata flavor for thethe CD-ROM databases.Users are also askedare usingif they preferCD-ROM searching over using print indexes, if they would useCD-ROMS againrecommendfor future research,usingCD-R
AUTHOR Balraj, Leela E. TITLE End User Satisfaction: A User Study of the CD-ROM Databases. at Kent State University. PUB DATE 1994-07-00 NOTE 44p.; Master's research paper, Kent State University. PUB TYPE Dissertations/Theses Masters Theses (042) Reports Research (143) Tests/Questionnaires (160) EDRS PRICE MF01/PCO2 Plus Postage.
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DOCUMENT RESUME ED 386 462 TM 023 798 AUTHOR Wilkinson, L. David; Waring, Colleen G. TITLE Evaluation and Performance Auditing: A Rose by Any. Other Name. PUB DATE Apr 95 NOTE 35p.; Paper presented at the Annual Meeting of the. American Educational Research Association (San Francisco
