California State University Northridge Oviatt Library Service Assessment, Spring 2007 Summary Results Kathy Dabbour September 27, 2007

California State University Northridge

Oviatt Library Service Assessment, Spring 2007

Summary ResultsKathy DabbourSeptember 27, 2007


Agenda

Why a Service Survey?What was asked?How was it distributed?Who took the survey?FindingsConclusion


Why a Service Survey?

Library Outcomes for services: http://library.csun.edu/kdabbour/assessment

.html#servicesLibrary Assessment Planning Guide

(p.7-8):http://library.csun.edu/kdabbour/wordocs/libr

ary%20assessment%20plan.doc


What was asked?

Demographics: Status and major/dept. Frequency of library use—in person and virtual Courtesy and helpfulness of library staff at

various service desks Library staff at various service desks helped

you understand how to use the library Specific questions about library services,

facilities, access, overall satisfaction Comments


How was it distributed?

Available April 2007 to the end of spring semester

Online via link on Library home pageHardcopy to classesHardcopy at service desksAnnounced to campus listservs and

forwarded by librarians


Who took the survey?

468 surveys returnedUndergrads: 73.6% (343)Grads: 13.9% (65)Faculty: 8.2% (38)Staff: 2.6% (12)Alumni, retired, other 1.7% (8)


Who took the survey?

Departments/Majors:Political Science (19%)Psychology (18%)Health Sciences (7%)Theatre (4.7%) . . . And the rest (< 3%)


Service desk staff are courteous and helpful

Average of 72.7% agreedLow = Exit (59.7%)High = Reference (80.7%) & Info (80.5%)

Based on percentage of respondents who provided an answer (agree, neutral, disagree)

Also interesting: number of respondents who answered unknown or left blank


Service desk staff helped me learn about the library

Average of 65.9% agreedLow = Exit (49.3%)High = Reference (76.7%)

Based on percentage of respondents who provided an answer (agree, neutral, disagree)

Also interesting: number of respondents who answered unknown or left blank


Specific questions

Level of agreement


Library employees

Reference librarians are effective teachers (76.4%)

Librarians actively engage in outreach to faculty (66.9%)

Library employees are courteous and helpful by telephone (72.8%)


Library facility

Pleasant and inviting (62.4%)Enough study space (67.3%)Quiet (65.9%)Hours (73.3%)


Library equipment

Computers and software support assignments and research (71.7%)

Printers and photocopies adequate (62.6%)

Microform reader/printers adequate (70.6%)


Access to collections

Find books on shelves (59.2%)Find periodicals on shelves (57.2%)Find media in cabinets (56.9%)ASRS requests handled quickly &

efficiently (68.9%)Loan periods adequate (64.7%)


Access to electronic resources

Successfully connect to library’s online resources (83.5%)

Web site well-organized and easy to navigate (72%)


Access to outside or new materials

ILL provides timely access (67.4%)Book purchase requests handled in a

timely manner (65.1%)


Overall satisfaction with library collections

Books (66%)Print periodicals (65.7%)Online periodicals (66.4%)Media (66%)Course reserves (print and electronic)

(69.1%)


Comments summary

173 provided comments115 = Negative41 = Positive17 = Mixed


Comments themes

Negative: noisy; dirty; uncomfortable chairs; hot in Collaboratory; not enough group study rooms; checkout/renewal policies (books, media); extend hours, esp. on Fridays and Saturdays; extend hours overall; too dark; hard to find materials; specific subject area gaps; wireless reach


Comments themes

Positives: helpfulness and/or skillfulness of specific service points and/or library employees; library instructional services; overall, happy with library; appreciate the library’s services and resources; good place to study


So, how are we doing?

Overall satisfaction with library services, facilities, and resources (74.1%)

Likelihood of recommending the Oviatt Library to a friend/colleagueVery likely/Likely (87.9%)Neutral (9.9%)Not likely/Not at all likely (2.2%)


More information

Project reports and publications on the Library Assessment Plan web site:

http://library.csun.edu/kdabbour/assessment.html#projects

Documents

California State University Northridge Oviatt Library Service Assessment, Spring 2007 Summary Results Kathy Dabbour September 27, 2007