 Thank you Celina, thank you for doing Erika again. We do have a question and it relates to the comments. The question from Patricia Anderson says in your webinar you talked about linking survey results directly to the comments because people tend to add comments about the questions they have been asked. How do you link the comments with the survey answers? That's a great question Patricia. I link them actually in the EnVivo database. Now one thing you'll note when you look at your qualitative and quantitative data is that both of them have the same field of ID, respondent ID, and these are unique ID numbers that have been assigned to the respondent when they've provided their responses to LibQOL. EnVivo, I'm sure most of the others are the same, but the EnVivo qualitative database allows you to tie those two things together. So I'll have my qualitative coded data in my EnVivo and I add the quantitative data linked on the respondent ID field within EnVivo. And then I can start to run some heavy querying using that as a classifying field. So it automatically classifies my qualitative comments by the scores they've given in every single question in LibQOL. So it becomes an incredibly powerful tool. Thank you. Someone wanted the name of the program you're using and just put it on the chat box EnVivo. And that's just one of a handful. Yeah, Brenda, I can see your question. Is EnVivo, En-V-I-V-O? It used to be called NewDist, but until Google came along they realized they needed to change the name of it because people couldn't search for it. The other systems on the market include Atlas TI and there's another couple of other ones as well. I'm fairly sure they work fairly similar. I can see Leona as asking actually the technical how. Leona, it's actually quite challenging to do this. So if I could, I'll take that question offline and I'll send that as an email through to people afterwards if they're very interested. But basically it's the case of you input in your quantitative data as your external data as you would normally do in an Excel file. And then when you're in there you can add it in as a classifying sheet. In a classification sheet you can add in your LibQOL raw data from Excel as a classifying sheet. And that's generally how it is. If that's okay with you Leona, I'll add on any further details if people want to. I can type that up and email it around. We have a few more questions coming in from Scott. How specifically do you thank and give feedback to your customers immediately after closing the survey? Thanks for that, Fran. We use a combination of a web-based news item on our library website and also we add a news item to our in-house university magazine. We don't actually have a student magazine which would be nice if we had 10 forum like that. And I think these days moving towards the Facebook side of things to say thank you to people. There are a lot more opportunities than what we actually do. Obviously we can't go back to the actual individuals to say thank you for this question. But we can actually go around and say generally this is a comment you've given us and this is generally what we're going to do in response to that. It's not an individual personalized message which would be nice to do but we can't do that because of data confidentiality obviously. This reminds me, Selena, that we are working here with a couple of libraries trying to test a confidential version of the protocol in this coming year. So we'll keep the community informed about how that goes. A very good question coming from Lauren where she highlights the fact that you pointed out in your presentation that you work with department heads to customize the survey questions to select optional questions that are relevant to them. How has this customization impacted your longitudinal analysis when questions are removed one year and reinserted other years? What has been the pattern of selecting the optional question? That's been a great question Lauren. Actually we haven't changed too much to be honest. Optional questions are fairly standard and there's three or four that we've used every single year one of which being the main text and readings I need for my work. That was actually developed as a scornful question in 2003 and we've used it annually since then because it's a key strategic issue for us. Another one is the opening hours question which is an optional question and we again use that every single year. In the main we tend not to swap out the optional questions too much unless there's a real business need and we did swap over a few others this year because slight shifts in our strategic alignment. So for example this year for the first time we had the career section as now part of the library services and so we did swap out one of the optional questions and introduced a optional question asking about careers provision within the library and that's due to our political changes. So there are chances to look at it from a strategic point of view to think what's actually very important to us but also try not to throw out the baby with the bath water if you like and keeping the optional questions as static as we feasibly can to keep that longitudinal analysis. This is a very good question for the standard questions as well because they have been grounded, there was a lot of research done they are still relevant but at the same time we are trying to think what would be the next approach and how would we engage in trying to capture some of the new emerging areas. The questions have been standard for 10 years now since 2003 and I know you've done a little bit of work in that area Salina too. I believe you have a paper right? Yeah I did a paper in 2011 now where we tried to have a look at what still matters to our customers and we actually looked to reground the Libco data and I've worked with a variety of different customer groups at Cranfield to go through what matters to them and what they expect from the library service and actually we were pleasantly surprised to find that the things that are in the Libco survey still matter to our customer base and they were still asking for the same things so we didn't feel that there was a massive need then to completely review everything about the Libco survey and we thought that the instrument was still valid for us going forward. Thank you. We are going to take one last question that we sort of answered it. It came earlier by email Eileen Theodor Shusta send us an email about the personalized emails that you sent and how you went about doing the mail merge. Yes I used as I mentioned in my presentation a combination of an Excel spreadsheet with our customers Christian name on there, first name on there and also last name on there and their email address and also gave me their subject discipline and their position category. I used Word to mail merge that using an email. The only thing with that I would say is that it does put through a large amount of email traffic onto your servers and so you will need some permission from your IT department if you are going to take this approach. We have a small number of customers and so it wasn't too heavy on our traffic but I would suggest that you consider that carefully before you start clogging up all of your mail servers sending individual emails to everybody on campus. I can see my good friend Norman Boyd has given us a great feedback here about some of the things that he's been doing and he's been using the largest coded category of positive comments about his library staff in an Advent calendar type email to all library staff to tell them how wonderful they are. Norman, that's a great tip. I love that. So thank you for sharing. Thank you, Norman. Thank you, Selena. It's been wonderful to have you and to capture this experience with two webcasts. The part one that was pre-recorded and the part two that was the live one. Any departing words? Only that I've absolutely loved my last 12 years working with Libco. It's been utterly fascinating and my customers never ever cease to amaze me. It's been utterly joyous and for those of you carrying on with your Libco journeys enjoy every moment. It's hilarious some days and you never know what you're going to get from them. Thank you, Selena. We will try to see if we can figure out a version of it that would fit the Open University reality online. Thanks, Martha. It's been great working with you all. Any of those people who are listening to me now of my friends and colleagues or I've met at the various library assessment conferences or Libco events over the years, I wish you all well and love and luck going forward. Take care, folks. Thank you. Bye.