2017 Evaluation Results Idaho Talking Book Service TBS Serves approximately 3000 patrons majority are older became blind late in life often due to macular degeneration ID: 641464
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Slide1
Idaho Talking Book Service
2017
Evaluation
ResultsSlide2
Idaho Talking Book Service (TBS)
Serves approximately 3,000 patrons
- majority are older - became blind late in life (often due to macular degeneration*)
*Macular degeneration is the leading cause of
vision loss in the U.S. It affects more than 10 million Americans – more than cataracts & glaucoma combined. Source: http://www.macular.org.Slide3
The National Library Service requests ongoing feedback
on
TBS programs.
For 2017, the Idaho TBS chose to conduct a telephone survey
of patrons, rather than
using a paper survey.
Slide4
Patrons were notified of the survey
in advance
(via TBS newsletter and letter)
to help increase the response rate.The Idaho TBS contracted with the University of Idaho to conduct the survey. Slide5
Completed interviews: 1,461
- 66.6% response rate
- 80.4% cooperation rate*The survey was conducted February – April, 2017 -
Each patron was called up to
6x
at different times & days of the week, in order to reach them.
*The proportion of interviews conducted from all eligible units actually contacted.Slide6
Idaho TBS Survey Respondents:
- 55% used TBS for 5 yrs. or less
- 19% used TBS for 21 yrs. or more
- 29% live in
central Idaho
- 65% female
- 15% veterans
Slide7
Learned of the
TBS Service
from:
- 35% Idaho Commission for the Blind - 27% friend / relative
- 14% medical provider
- 52% have visual impairment
- 80% use for recreation
- 39% are blind
- 6% have physical impairment
- 3% have reading impairmentSlide8
- 72% rate as “excellent”
- 24% rate as “good”
Highly satisfied with the TBS service: - 59% “most of the time” - 19% “all of the time”
Feel the titles they receive meet their needs:Slide9
- 50%
(used service 6 years or more) Would like to receive multiple books on the same cartridge:
- 42%
(used service 5 years or less)Slide10
- 52% do not access
- 48% do access
- 28% on their own - 20% someone else accesses it for them
Accessing the internet:
28%
Yes
Yes
20%
No
52%
I access
the internet
someone accesses
the internet for meSlide11
- 40% find it “somewhat easy” to use
Of the patrons who access the internet,
51% use the TBS online catalog.
- 33% find it “very easy” to use
Slide12
Of the patrons who access the internet, half
are registered for
BARD.**BARD: Braille and Audio Reading DownloadOf those registered for BARD, 46% have downloaded the BARD
mobile app
.Slide13
Registered for BARD by years using the service:
5 years or less
6 or more years
63%
37
%Slide14
- 39% find it “very easy”
- 37% find it “somewhat easy”
Of the patrons who use BARD:To search for books/magazines: - 54% find it “very easy”
- 23% find it “somewhat easy”
To download books/magazines:Slide15
- 38% do not know how
- 30% find it too difficult to search
- 25% do not know their password - 16% no desired material - 14% internet too slow
Of the patrons who use BARD:
Of those who have
not
downloaded books from BARD:
41%
have
downloaded
more than
15 books
in the last 6 months.Slide16
- 64% not aware of BARD
- 53% don’t how to register
- 23% other - 16% don’t have a device - 11% internet is too slow
Of the patrons who access the internet and
have not
registered for BARD:Slide17
- 83% as “excellent”
- 16% as “good”
When the patron has contacted the TBS, they rated the customer service received:Slide18
TBS newsletter, Connections: TBS News, 48% aware of
it and
52%
were not aware of it. - 32% “always” - 11
%
“often”
- 22% “sometimes”
-
15%
“rarely”
-
19%
“never”
How often do you read it?
- 28% “excellent”
- 60% “good”
- 12% “fair”
How would you rate the content, overall?Slide19
- 71.8% as “excellent”
- 24.3% as “good”
- 3.4% as “fair”The patrons rated the Idaho Talking Book Service, overall:Slide20
Generally, the Idaho Talking Book Service meets the needs of patrons most or all of the time, and patrons rate the service highly.
Conclusions
/
RecommendationsNo change/Service is great/Theme:Responses:
256
Chg./improve types of books
159
Better selection/more books
101
More info. re: books available
51
More books sent to me
36
BARD website / mobile app issues
34Slide21
Only half of patrons who use the internet access the TBS online catalog.
- a larger proportion of
newer patrons
do not access the online catalog and, generally, newer patrons report lower levels of “ease of use.”(Cont’d)Most users receive titles by mail and are satisfied with the titles they receive.Conclusions
/
RecommendationsSlide22
Only half
of patrons who use the internet are registered for BARD.
- communicate BARD’s advantages, particularly to new patrons: assessable 24/7; all titles immediately accessible; no due date; ideal for frequent borrowers.
Conclusions / Recommendations(Cont’d)Slide23
Although only 12%
of BARD users have
never
downloaded a book, the most common barrier was lack of knowledge of how to download.- increase support / information to new BARD users.- implement a peer-support system – 45.6% would be willing to help other BARD users with problems.
Conclusions
/
Recommendations
(Cont’d)Slide24
- Check in with patrons who receive titles automatically.
- opportunity to update their service
- Promote / support BARD registration.
- Increase awareness of TBS newsletter.- Provide ways for patrons to easily communicate with friends/family about the service.
- especially beneficial for newer patrons
- Seek out partnerships.
Conclusions
/
Recommendations
(Cont’d)Slide25
“I am very grateful that it is there, because I have such a hard time reading. And I am home-bound and can’t make it to the library.”
Patron Comments about the Idaho Talking Book Service
“I couldn’t survive without it.”
“They know what I like, and they send it to me automatically, and if I see a book, I can just request it. . . I think it’s a great, great, program.”“I really appreciate it and want to thank whoever is funding it.”
“I would not have been able to get my Master’s degree without it.”Slide26
“Would just be so lost without it. I can’t even read large-print books anymore. With the talking books, I can listen.”
Patron Comments about the Idaho Talking Book Service
“They put books I needed for college in a timely manner.”
“Talking Book Service has very good quality readers.”“The service has saved my life. I was so depressed, and I can read with this service. If I have a question, I just call.”
“I like it because wherever I go, I can take it
(Cont’d)
with me.”