Idaho Talking Book Service 2017 Evaluation Results
Idaho Talking Book Service
2017
Evaluation
Results
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.
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.
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.
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.
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
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 impairment
- 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:
- 50%
(used service 6 years
or more)
Would like to receive
multiple books on the same
cartridge:
- 42%
(used service 5 years
or less)
- 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 me
- 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
Of the patrons who access the
internet,
half
are registered
for
BARD
.*
*BARD: Braille and Audio Reading
Download
Of those registered for BARD,
46%
have downloaded the
BARD
mobile app
.
Registered for BARD by years
using the service:
5 years or less
6 or more years
63
%
37
%
- 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:
- 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.
- 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:
- 83% as “excellent”
- 16% as “good”
When the patron has
contacted the TBS, they
rated the
customer service
received:
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?
- 71.8% as “excellent”
- 24.3% as “good”
- 3.4% as “fair”
The patrons
rated
the Idaho
Talking Book Service,
overall:
Generally, the Idaho Talking Book
Service meets the needs of patrons
most or all of the time, and patrons
rate the service highly.
Conclusions
/
Recommendations
No 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
34
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
/
Recommendations
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)
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)
- 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)
“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.”
“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.”
Idaho Talking Book Service (TBS) serves around 3,000 patrons, primarily older individuals who lost vision late in life, often due to macular degeneration. In 2017, a telephone survey was conducted with 1,461 respondents, revealing details about the patrons, their satisfaction with the service, and how they learned about TBS. The majority were highly satisfied with the service, indicating that the titles they received met their needs most of the time. The survey was aimed at gathering feedback to enhance TBS programs.
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Presentation Transcript
Idaho Talking Book Service 2017 Evaluation Results
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.
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.
The Idaho TBS contracted with the University of Idaho to conduct the survey. Patrons were notified of the survey in advance (via TBS newsletter and letter) to help increase the response 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. Completed interviews: 1,461 - 66.6% response rate - 80.4% cooperation rate* *The proportion of interviews conducted from all eligible units actually contacted.
Idaho TBS Survey Respondents: - 65% female - 15% veterans - 29% live in central Idaho - 55% used TBS for 5 yrs. or less - 19% used TBS for 21 yrs. or more
- 52% have visual impairment - 39% are blind - 6% have physical impairment - 3% have reading impairment - 80% use for recreation Learnedof the TBS Service from: - 35% Idaho Commission for the Blind - 27% friend / relative - 14% medical provider
Highly satisfied with the TBS service: - 72% rate as excellent - 24% rate as good Feel the titles they receive meet their needs: - 59% most of the time - 19% all of the time
Would like to receive multiple books on the same cartridge: - 50% (used service 6 years - 42% (used service 5 years or less) or more)
Accessing the internet: - 52% do not access - 48% do access - 28% on their own - 20% someone else accesses it for them 28% Yes I access the internet 52% No 20% Yes someone accesses the internet for me
Of the patrons who access the internet, 51% use the TBS online catalog. - 40% find it somewhat easy to use - 33% find it very easy to use
Of the patrons who access the internet, half are registered for BARD.* Of those registered for BARD, 46% have downloaded the BARD mobile app. *BARD: Braille and Audio Reading Download
Registered for BARD by years using the service: 63% 37% 6 or more years 5 years or less
Of the patrons who use BARD: To search for books/magazines: - 39% find it very easy - 37% find it somewhat easy To download books/magazines: - 54% find it very easy - 23% find it somewhat easy
Of the patrons who use BARD: 41% have downloaded more than 15 books in the last 6 months. Of those who have not downloaded books from BARD: - 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 access the internet and have not registered for BARD: - 64% not aware of BARD - 53% don t how to register - 23% other - 16% don t have a device - 11% internet is too slow
When the patron has contacted the TBS, they rated the customer service received: - 83% as excellent - 16% as good
TBS newsletter, Connections: TBS News, 48% aware of it and 52% were not aware of it. How often do you read it? How would you rate the content, overall? - 28% excellent - 60% good - 12% fair - 32% always - 11% often - 22% sometimes - 15% rarely - 19% never
The patrons rated the Idaho Talking Book Service, overall: - 71.8% as excellent - 24.3% as good - 3.4% as fair
Conclusions / Recommendations Generally, the Idaho Talking Book Service meets the needs of patrons most or all of the time, and patrons rate the service highly. Theme: Responses: 256 159 101 51 36 34 No change/Service is great/ Chg./improve types of books Better selection/more books More info. re: books available More books sent to me BARD website / mobile app issues
Conclusions / Recommendations (Cont d) Most users receive titles by mail and are satisfied with the titles they receive. 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.
Conclusions / Recommendations (Cont d) 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) 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) - Check in with patrons who receive titles automatically. - opportunity to update their service - Promote / support BARD registration. - especially beneficial for newer patrons - Increase awareness of TBS newsletter. - Seek out partnerships. - Provide ways for patrons to easily communicate with friends/family about the service.
Patron Comments about the Idaho Talking Book Service 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. I couldn t survive without it. I would not have been able to get my Master s degree 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.
Patron Comments about the Idaho Talking Book Service (Cont d) Would just be so lost without it. I can t even read large-print books anymore. With the talking books, I can listen. They put books I needed for college in a timely manner. 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. Talking Book Service has very good quality readers. I like it because wherever I go, I can take it with me.
