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The Information School

University of Washington

Bachelor of Science in Informatics

INFO 414 Information Behavior

GAP ANALYSIS

Key component of broader user needs analysis.

The process of evaluating the problems (needs) and solutions identified for a target population.

It requires evaluative judgements about problems and their solutions.

Gap is the difference between what user expects to receive and what user actually receives. This difference becomes the focus of provider attention and is the key to the design and delivery of consistent quality products and services.

                        GAP = Outcome of test of relevance/appropriateness to need.

Gap analysis provides an objective glimpse at the direction and size of gaps in expectations of users in relation to provision of services and products.

A DISCREPANCY MODEL OF GAP ANALYSIS

3 Stages

1.  GOAL SETTING:      Identifying what ought to be:

Identifying group needs.

Identifying expectations/dimensions of desirable performance: Indicators of what ought to be = outcome criteria.

Outcome criteria are derived from criteria related to

            -            Information

            -            Medium

            -            Format

            -            Information behaviours of group

These become user-derived indicators for evaluating existing products/services in relation to need.

2.  PERFORMANCE MEASUREMENT:             Determining what is:

Determine what products and services are available to meet need. This may involve

            -            Literature searching

            -            Visits to organisations, agencies, providers to establish location, sources etc.  

            -            Personal contacts

            -            Collecting examples, etc.

Be realistic: review a range of products/services - consider time, cost, accessibility.

3.  DISCREPANCY IDENTIFICATION: establishing and ordering differences between what ought to be and what is.

Available products and services are evaluated against outcome criteria to identify strengths and weaknesses in relation to specified need.

 

Making judgements about adequacy: gap is identified where measured performance is lower than desired levels, or absence of performance.

 

Decision making centres around area of largest performance gap

                        OR

Consult expert to rate importance of gaps that have been identified.

 

Decisions made about restructuring/repackaging existing product/service to meet expectation or development of new product or service.

 

Justification of proposed product or service.

Sources  

Headley, D. & Choi, B. "Achieving service quality through gap analysis and a basic statistical approach" The Journal of Services Marketing. 6 (1), 1992, 5-14.             

McKillip, J. Need analysis: tools for the human services and education Beverly Hills, Ca.: Sage, 1987.