with the recent growth of web-scale discovery (WSD) services in academic
libraries, both users and library staff alike are adjusting their informationseeking
behaviors in response to these new tools. Athena Hoeppner defined
WSD as “a preharvested central index coupled with a richly featured discovery
layer providing a single search across a library’s local, open access, and subscription
collections.”1
In light of the Google phenomenon, many users have come to expect a
‘one-stop’ search experience, which is changing how they access library resources
and, consequently, the services offered in academic libraries. The expansion of WSD
services in academic libraries may represent a move away from simply searching for
materials, toward an expectation of accessing materials in full text.2
WSD tools aim to
meet user expectations with a single search and access point.
In light of these shifting priorities, the evaluation and assessment of WSD services
will become increasingly important, as libraries need to determine user satisfaction
as a measure of the value of their investment. The following study seeks to determine
user satisfaction with a particular WSD tool (Serial Solutions Summon) in a research
library at a mid-sized urban university. However, the diverse survey demographic and
data gathered make this study relevant for many academic libraries.
To contextualize the study, Ryerson University’s Library serves a population of
over 28,000 students, including about 2,300 graduate students, as well as 780 tenured
and tenure-track faculty and approximately 1,700 administrative and support staff.3
In addition, Ryerson boasts a growing distance and continuing education enrollment