Library user experience through time : a cross-generational analysis

Abstract

The Department of Library Services conducts quality surveys as one of the tools to assess the quality of services, library spaces and resources. LibQUAL has previously been used to assess the user’s expectations and perceptions. However, in 2022 the Library started a journey to explore user experiences by using the Library Life Pulse Survey which measures impact and experiences rather than perceptions. The literature offers the use of the generation lens as an analytical tool to fit for the higher education environment which invests in multi-generations. There is no consensus if generational differences will not just result in stereotyping and generalizations. We are of the view that this lens offers a great opportunity for user segmentation and understanding users’ preferences in order to develop services tailored for their specific needs. We compare differences in library users experience across generations using the Kruskall-Wallis Test. The results show significant differences across difference library facets among generation, with the biggest disparities among generation X and generation Z. We therefore conclude that one size doesn’t fit all, and that libraries must consider the variations in preferences and behaviors of different generations when engaging, designing, and providing services to different user groups to avoid unintentional exclusion.