NIMAC User Survey Results, Spring 2012

Survey Results
Julia Myers
Nicole Gaines
March 2012 Survey
• The NIMAC provided a customer satisfaction
survey to AUs & AMPs to collect information and
gather feedback in these areas:
– Formats being produced by users
– Satisfaction with NIMAC system performance, use of
features, and suggested system changes
– Satisfaction with NIMAC and OverDrive staff support
– Interest in future trainings
• The NIMAC received responses from 66 AUs
and 64 AMPs.
AU Recent Downloads
AU Recent Downloads
• 70% of AUs downloaded at least one file set in
the prior 6 months.
• 44% of AUs downloaded 1 to10 file sets.
• Only 4.5% downloaded more than 100 file sets.
• This finding confirms that file downloading varies
dramatically among AUs.
AU Formats Produced
AU Formats Produced
• Over half of respondents produce embossed
braille from NIMAS while 39% produce BRF.
• This finding was surprising in light of the fact that
braille readers are a minority of those eligible for
NIMAS from NIMAC and that braille transcription
software is still unable to directly import NIMAS
• This highlights the importance of NIMAS in
braille production.
AU File Assignments
Formats Assigned to AMPs
AU File Assignments
• Assignment of files for braille production was
higher than for other formats.
• 55% of respondents assigned NIMAS for the
production of embossed braille.
• 51% assigned files for BRF files.
• 35% assigned files for DAISY text.
• 25% assigned files for Large Print.
• 25% assigned files for DAISY Audio.
• Over 36% had not assigned any files in the
previous six months.
AU Use of Contact Info
NIMAC System: AU Responses
NIMAC System: AU Responses
NIMAC System
• Overall responses regarding NIMAC system
were very positive!
• Lack of familiarity of some respondents with the
AMP and Publisher Contact Information and the
Reports functionality points to the need to
emphasize these features in upcoming trainings
this fall.
Recommended System Changes
• Respondents were also asked for their
recommendations on future NIMAC system
development; the items below are compiled from
both the AU and AMP responses.
• System development recommendations:
Improve system response time
Provide 10- and 13-digit ISBN search for all files
Ensure all files validate to 2005 NIMAS DTD
Provide Bookshare and Learning Ally results in
NIMAC search
Recommended System Changes: Status
• Improved system response time: In progress
– OverDrive has moved the NIMAC system to a more robust
server and is looking into ways to further improve response time.
• Searchability by 10 and 13-digit ISBNs: Under review
– NIMAC is working with OverDrive to explore an automated
process to supply ISBNs not provided by publisher.
• File validation improvement: Resolved
– In March 2012, OverDrive released and NIMAC announced new
validation wizard with enhanced DTD feedback.
• Provide unified search capability: Resolved
– APH has implemented Louis Plus. Bookshare has agreed to
participate in the unified search. Learning Ally and AccessText
Network have also been invited to participate.
AU Webinar Interest
AU Webinars
• In response to the high interest in webinar
trainings, NIMAC will be offering its AU, AMP,
and Publisher & Vendor webinars again this fall!
• As in the past, once the trainings are scheduled,
users will receive an email notification of the
trainings and instructions on how to register.
• We will also post this information on the NIMAC
web site.
AU NIMAC Staff Ratings
AU OverDrive Support Ratings
NIMAC and OverDrive Support
• Responses were overwhelmingly positive!
• Of those respondents who had contacted
NIMAC, the majority reported “Excellent” in all
four areas surveyed: Promptness of Response,
Knowledge, Helpfulness, and Availability.
• 100% rated NIMAC staff “Excellent” or “Good”
for Knowledge and Availability and 98% gave
those ratings for Promptness and Helpfulness.
NIMAC and OverDrive Support
• Over 70% of respondents indicated that they
had not contacted OverDrive support.
• Of those who had contacted OverDrive, the vast
majority indicated “Excellent” or “Good” in all
four surveyed areas.
AMP Survey Results
• AMPs were surveyed in the same areas as AUs,
with the exception of ratings on AU system
functions that did not apply.
• In general, AMP survey feedback was similar to
that provided by AUs.
• 64 AMPs participated in the survey, which is a
remarkably good response rate given that there
are 82 active AMP accounts in the system (i.e.,
AMPs that have been assigned at least one file).
AMP Downloads
AMP Downloads
• 60% of respondents downloaded at least one file
in the prior 6 months.
• 42% of respondents downloaded 1 to10 files in
the prior 6 months.
• No AMPs reported downloading more than 50
files in that period.
• One caveat: Because the survey was conducted
in March, and winter is a less busy time for many
AMPs, results may be lower than had the survey
been conducted at a different time of year.
AMP Formats Produced
AMP Formats Produced
• 65.5% of respondents produce embossed
braille; 45.5% produce BRF.
• As with the AU responses, this underscores the
importance of NIMAS in braille production,
despite the lack of software that can directly
import NIMAS XML for braille transcription.
• One-fourth of respondents produce large print;
this is good news as it indicates producers
beyond APH have developed workflows to
successfully convert NIMAS into that format.
AMP Use of Contact Info
AMP NIMAC System Ratings
AMP Webinar Interest
AMP System Ratings & Training
• While the overall responses were positive, the
presence of some “Fair” ratings for system
navigation and other features probably indicate
a need for more training for AMPs.
• This is echoed in the overwhelmingly positive
response to the offer of future webinar trainings.
• We plan to use the upcoming trainings to solicit
additional input from AMPs as to any specific
issues or difficulties they are encountering.
AMP NIMAC Staff Ratings
AMP OverDrive Ratings
NIMAC and OverDrive Support
• Roughly 40% of respondents indicated they had
not contacted NIMAC in the past; 70% had not
contacted OverDrive support.
• Of those who had contacted NIMAC, 100% rated
NIMAC staff “Excellent” or “Good” for
Promptness and Knowledge; 97% gave these
ratings for Availability and 94% for Helpfulness.
• Of those who had contacted OverDrive, ratings
were similarly positive, although one respondent
gave them a “Poor” rating in all four areas.
Survey Comments and Responses
The AU and AMP surveys also asked for any additional
comments or questions. Many of the comments related
to “big picture” issues beyond the purview of the NIMAC.
The NIMAC has actively shared these issues with others
so that the overall system of AIM provision can be made
more efficient and effective.
• Comment: There is a need for information regarding
state edition classroom compatibility.
NIMAC response: This is a long-standing concern of
braille producers. It was discussed on last NIMAC User
Group call. A publisher representative in the group is
investigating further.
Survey Comments and Responses
Comment: There is a need for local training on AIM and
how the bigger system of AIM provision works.
NIMAC response: Raised with OSEP and fellow NIMAS
Comment: Need for unified search of Bookshare, Learning
Ally and NIMAC materials
NIMAC response: Louis Plus went live in July 2011.
Bookshare participation in progress; Learning Ally
contacted again
Survey Comments and Responses
Comment: Need for information on which AMPs produce
Nemeth braille
NIMAC response: Information is available at the AMP
Database at APH; more outreach/training in the works to
increase awareness
Comment: Need to know who to contact if a NIMAC file
will not open in Read:OutLoud/cannot be successfully
converted into an EPUB
NIMAC response: Raised at OSEP meeting in May.
Bookshare has offered to follow-up with Don Johnston to
create a technical support and feedback loop.
Reflections and Next Steps
• The survey gave much positive feedback to the NIMAC
and indicated high satisfaction from users. However,
respondents also indicated a continuing need for
assistance with broader NIMAS implementation and
• We will reach out with additional NIMAC trainings, and
continue to seek ways to work collaboratively with the
other NIMAS-related projects to improve the overall
system of AIM provision.
• To further follow up on issues related to braille: APH &
NIMAC have plans to work with Frances Mary D’Andrea
of BANA on a survey of how NIMAS is being used in
braille production.

similar documents