Customer Satisfaction Survey A-9. Implementation Details of Web Site Evaluation Methodologies A-10. Content Analysis 1. These requests provide valuable insights into the kinds of informational needs users have and the types of problems they may be encountering with the Web site. To better understand users' needs and experiences, a content analysis of the emails was performed.
Content analysis is a methodology that seeks to find patterns in textual data.
Results of this email content analysis provide a deeper understanding of the types of requests people send. Although it is important to note that these email requests represent a self-selected sample of the overall Web site user population, the results of this analysis should position the agency to better anticipate users' needs and minimize possible problems they may encounter. The total number of emails from those three months was estimated to be 1,629 messages. The analysts devised a coding scheme, modeled after the taxonomy developed by Hert and Marchionini for the Bureau of Labor Statistics email content analysis. Another analyst then received the scheme and both analysts coded the same subset of the messages.