Applying pop-up survey software to incorporate users' feedback into public library computing service management

Purpose - This paper aims to describe the main impact and performance measures employed by the Global Libraries - Biblionet Romania programme (GL-Biblionet) and reports on the pilot application of a pop-up survey designed to provide focused user-feedback to inform the development of the programme. Design/methodology/approach - GL Biblionet aims to ensure that community informational needs are increasingly met at public libraries, and that these in turn provide better services to users and the community. An efficient performance management system of public library computing service is required for these purposes, including an adequate data/feedback collection system, and a flexible mechanism to analyse and report the findings. A pop-up survey mechanism was developed and tested as a key part of the user feedback element of impact and performance measurement. Findings - The pilot implementation of the pop-up survey was broadly successful in providing useful data but the survey results need to be contextualised and triangulated with other impact and performance measurement data to assess their level of reliability. More nuanced questions about users' self-assessments of competence in using ICT need to be developed. Research limitations/implications - Although only at the pilot stage, the GL-Biblionet approach to pop-up survey development offers a potentially useful tool for long-term use by public libraries in Romania and for other countries faced with similar public library development and user feedback issues. \Originality/value - This paper reports on a novel and potentially valuable application of pop-up survey technology for national systems of public libraries and for local or regional application.