Listening to Our Users

Abstract

At Penn State, a “Tell Us What You Think” user feedback button on the Libraries home page provided a convenient mechanism for users to respond to our system migration and the changes they saw in The CAT, our library catalog. The immediate impact of the new system on our users was dramatic, and included strong criticism from a small, but vocal, minority. Within a few months, however, the complaints and comments about the new catalog moderated and the majority of the e-mail traffic coming into the library switched into questions about library services and requests for assistance.