St. John Fisher College's Lavery Library's Access Services and Systems departments began a pilot project in which students with overdue fines tested usability of library Web sites in exchange for fine waivers. Circulation staff promoted the program and redeemed fine waiver vouchers at the Checkout Desk, while Systems staff administered testing and provided vouchers to participants. Staff evaluated the pilot to be a success, as qualitative data were collected to enable iterative changes to library Web sites, and users had a positive customer service experience. The piloted method may be applied in the future to assess other programs and services.
Hockenberry, Benjamin and Blackburn, Kourtney (2016). "Get Out of Fines Free: Recruiting Student Usability Testing via Fine Waivers." Journal of Access Services 13.1, 24-34.
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