Dear QuestionPoint users:
In June-July of last year, 267 QuestionPoint users took a survey about knowledge management in general and QuestionPoint knowledge bases in particular. Thanks to all who completed the survey and gave us additional feedback.
Attached are English- and French-language summaries of the results of that survey.
Here are some highlights:
Characteristics of respondents:
70% were from public or academic libraries
21% were from non-U.S. libraries (representative of total membership)
41% have used QP less than one year
70% use QP as a chat service, 57% for e-mail, 21% for Q&A repository
Characteristics of QP knowledge-base users:
65% have used QP more than a year
75% indicated overall satisfaction with QP
Majority favor sharing previously answered questions
We also learned that nearly 25% of those who have used QP less than a year were not aware of the knowledge-base feature; that awareness, in general, increases with time; but that usage does not necessarily increase with time.
When users were asked why they do not use the Global Knowledge Base (GKB), they cited reasons such as “Our questions are unique" and “Just one more place to search.” See the attached for additional answers. Even of those who say they do use a knowledge base, a majority were not aware of the newer features that have been implemented to facilitate use.
In terms of how records are added and maintained in the GKB, a clear majority prefer to retain control: no automatic submittals (54%) and a preference to do one’s own editing (53%).
Respondents (205) clearly believe they get repeat questions; 72% thought this happened at least several times a year (20% thought it happened weekly).
Responses to the very general question about the advantages and disadvantages drew many interesting responses. A list of those reasons, summarized, are in the attached. Advantages noted range from “Share ideas, pool resources, build collective wisdom” and “Reduces repetition in research and in typing” to “Tool for librarian continuing education.” Disadvantages mentioned include “Low return on effort," out-of-date information, and trustworthiness issues.
Thanks,
Paula Rumbaugh
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