How can you collect user feedback without compromising privacy?

2 Inform and obtain consent

The second step is to inform and obtain consent from users before collecting their feedback. You should explain the purpose, scope, duration, and benefits of the feedback collection, as well as how the data will be used, stored, shared, and deleted. You should also inform users about their rights to access, correct, or withdraw their data, and how they can contact you if they have any questions or complaints. You should obtain consent from users in a clear and voluntary manner, and avoid any coercion, deception, or incentives that may influence their decision. You should also respect the users' choices and preferences, and allow them to opt out or skip any questions or tasks that they are not comfortable with.

3 Anonymize and aggregate data

The third step is to anonymize and aggregate the data that you collect from users. Anonymization means removing or masking any identifiers that can link the data to a specific user, such as names, email addresses, phone numbers, IP addresses, or cookies. Aggregation means combining or grouping the data into categories or averages that do not reveal individual responses or behaviors. Anonymizing and aggregating the data can help you protect user privacy and confidentiality, as well as comply with data protection laws and regulations. However, you should also be aware of the limitations and risks of these techniques, as they may not guarantee complete anonymity or prevent re-identification or inference attacks.

4 Secure and dispose data

The fourth step is to secure and dispose the data that you collect from users. Securing the data means using appropriate technical and organizational measures to prevent unauthorized access, use, disclosure, modification, or loss of the data. For example, you should encrypt, password-protect, or lock the data in storage devices or platforms, limit the access to authorized staff or partners, and monitor and audit the data activities. Disposing the data means deleting or destroying the data when it is no longer needed or relevant for the feedback purpose. For example, you should erase, shred, or overwrite the data in electronic or paper formats, and follow the data retention and disposal policies of your library or organization.

5 Communicate and act on feedback

The fifth step is to communicate and act on the feedback that you collect from users. Communicating the feedback means sharing the results, findings, or recommendations with the users and other stakeholders, such as library staff, management, or funders. You should communicate the feedback in a transparent, accurate, and timely manner, and acknowledge the contributions and expectations of the users. Acting on the feedback means using the feedback to inform, improve, or change your library services, policies, or practices. You should act on the feedback in a responsive, effective, and accountable manner, and demonstrate the impact and value of the feedback for your library and users.

6 Evaluate and improve feedback mechanisms

The sixth step is to evaluate and improve the feedback mechanisms that you use to collect user feedback. Evaluating the feedback mechanisms means assessing the quality, reliability, validity, and usefulness of the methods, data, and analysis that you use to collect user feedback. You should evaluate the feedback mechanisms in a systematic, objective, and critical manner, and identify the strengths, weaknesses, opportunities, and challenges of the feedback mechanisms. Improving the feedback mechanisms means applying the lessons learned, feedback received, or best practices identified to enhance or modify the feedback mechanisms. You should improve the feedback mechanisms in a continuous, iterative, and adaptive manner, and seek user input and feedback on the feedback mechanisms themselves.