FAMU Libraries Fall 2012 User Survey Report Introduction

FAMU Libraries

Fall 2012 User Survey Report

Introduction

The University Libraries User Survey is a longitudinal survey developed by the FAMU Libraries. It consists of twelve questions. It was administered this year for two weeks during fall semester, October 22 – November 5, 2012. Signs inviting participants to participate in the survey were displayed from service desks and staff encouraged participation from a survey table located at the main entrance to Coleman Library. There were 443 respondents as shown below.

As expected the majority of respondents were undergraduates (76.7%), followed by graduates at 18.3%. Staff and faculty both garnered .9% with four respondents each. This year there was no participation from administrators, likely due to the fact that the survey was not offered online. Community respondents remained the same at 1.8% for both the 2011 and 2012 survey administrations. Results of the survey appear to be very similar to results obtained over previous years, which suggests a steady state of library services. Over the next year the survey will be evaluated for possible edits and revisions.

Undergraduates 339 Graduates 81 Community 8 Special Students 7 Faculty 4 Staff 4

Administrators 0 Total Respondents 443

Survey Findings

Fall 2012 as compared to Fall 2011

Q1. I can easily locate the libraries' website from FAMU's homepage.

Answer Options Fall 2011 Fall 2012 Fall 2011 Fall 2012

Response Percent

Response Percent

Response Count

Response Count

Strongly Agree 55.9% 55.7% 229 246

Agree 34.9% 35.7% 143 158

Somewhat Agree 8.8% 7.5% 36 33

Disagree 2.9% 0.7% 12 3

Strongly Disagree 0.5% 0.5% 2 2

Answered Question 410 442

Skipped Question 1 1 In 2011, 90.8% of users “agree” to “strongly agree” with the statement: I can easily locate the libraries’ website from FAMU’s homepage. In fall 2012, 91.4% of users “agree” to “strongly agree” with this statement. This represents a difference of .6%. Results have remained similar over the last several years. It appears that the Libraries have gleaned what was needed from this statement. For future surveys, perhaps this statement can be replaced with: I can easily locate the information I need on the libraries’ website.

Q2. The climate, lighting, seating and study space in the libraries are conducive to learning.

In 2011 73.5% of respondents “agree” to “strongly agree” with the statement: The climate, lighting, seating and study space in the libraries are conducive to learning. In fall 2012, 85.1% of respondents “agree” to “strongly agree” with this statement. This is an increase of 11.6% on the 2012 survey. In addition, on this same survey, 15% of the respondents commented that they disagree with the statement. As it relates to controlling the temperature in the library, i.e. “the annex is freezing,” “It is cold in the library,” “Please balance the temperatures out on the third floor,” and “It is a little hard to focus when it’s chilly.” Requests for additional group study space were also made in the comments.


Response Percent

Response Percent

Response Count

Response Count

Strongly Agree 34.4% 45.6% 139 202

Agree 39.1% 39.5% 158 175


Disagree 4.7% 4.7% 19 21



Skipped Question 7 0

Cross tabulation shows that out of 441 users responding to this statement 286 identified Coleman as the library used the most. This suggests that steps should continue to be taken to improve Library as place for Coleman Library.

Q3. The libraries collections adequately support my research needs.


Response Percent

Response Percent

Response Count

Response Count

Strongly Agree 31.8% 37.0% 129 162

Agree 43.1% 48.4% 175 212


Disagree 2.5% 0.7% 10 3



Skipped Question 5 5 On the 2011 survey 74.9% of respondents “agree” to “strongly agree” with the statement: The libraries collections adequately support my research needs. In fall 2012, 85.4% of respondents “agree” to “strongly agree” with the statement. The 10.5% increase for 2012 reflected in the data may stem from combined efforts in collection development and Information Literary. Cross tabulations show that users of the branch libraries are most satisfied with collections, with Journalism and Graphic communication Library users as the most satisfied with 95.3% strongly agreeing to agreeing” with the statement, followed by Architecture (94.5%), Science Research (89.4%), and the main library at (81.1%). Crosstabs for Collections and Affiliations show that Special Students (100%) gave more favorable responses to this statement, followed by Graduate Students and Undergraduate Students (both at 85%), and faculty (75%). In 2011 faculty gave the most favorable response.

Q4. The Coleman Library 3rd floor is conducive to quiet study.


Response Percent

Response Percent

Response Count

Response Count

Strongly Agree 53.1% 46.6% 213 199

Agree 36.7% 35.8% 147 153


Disagree 2.7% 2.3% 11 10




In 2011 89.8% of respondents “agree” to “strongly agree” with the statement: The Coleman Library 3rd floor is conducive to quiet study. In fall 2012, 82.4% of respondents “agree” to “strongly agree” with the statement: The Coleman Library 3rd floor is conducive to quiet study. This is a decrease of 5.4% on the 2012 survey. It appears users feel like the third floor is quiet for the most part, but there is room for improvement.

Q5. Library staff care about my Information needs.

In 2011 80.4% of respondents “agree” to “strongly agree” with the statement: Library staff care about my Information needs. On the fall 2012 survey, the percentage agreeing to strongly agreeing with this statement increased to 86.9%. The Information Commons concept, customer service workshops, cross training, and promotion of the library mission helped to make employees more sensitive to the needs of library users. Posting the results of surveys along with resolutions has shown users that their input affects change. Users of all libraries strongly agree to agree with the statement. Cross tab of affiliations show that users responding to this statement most used the Journalism library (92.8%), followed by Architecture (91.9%), SRC (89.5%), and then Coleman (85.6%). Users expressed their sentiments in comments such as: “Thank you! Great help at the Front desk (SRC),” “I appreciate the staff and also the university,” “Circ. Staff is awesome!” “You guys are amazing! Thanks for your help!!”

Q6. I have sufficient opportunities to learn about library services and resources.

In 2011, 73.9% of respondents “agree” to “strongly agree” with this statement. In fall 2012, 85.1% of respondents “agree” to “strongly agree” with the statement. This is an increase of 11.2% on the 2012


Response Percent

Response Percent

Response Count

Response Count

Strongly Agree 35.6% 45.7% 144 202

Agree 44.8% 41.2% 181 182


Disagree 3.7% 1.8% 15 8


Answered Question Fall 2012 442



Response Percent

Response Percent

Response Count

Response Count

Strongly Agree 35.6% 39.4% 139 174

Agree 44.8% 45.7% 158 202


Disagree 3.7% 1.1% 16 5




survey. Consistent information literacy classes and increased efforts to market library services and resources may have given users more opportunities to learn of resources and services. Crosstabs of Affiliation and Instruction depict the following: 100% of Faculty; “Strongly Agree” to “agree’ with this statement, followed by special students at 85.7%, undergraduates at 85.2%, and graduates at 81.3. Just as last year there was a stronger showing for faculty “strongly agreeing” 75% (3 out of 4), while the majority of undergraduates 46.3% (157 of 339), and graduate students 47.5.6% (38 of 80) “Agree” with this statement. What has changed is that graduate students agree at a higher percentage than undergraduates. Q7. Library instruction assisted me in successfully completing my course work.

This question is new to the survey. It is gratifying to find that 85.1% of respondents “agree” to “strongly agree” with the statement. This is no doubt a result of the collaborative work of librarians and classroom faculty and efforts to fine tune the information literacy program. Efforts will be made to find out how this result correlates with QEP findings. Q8. The library that I use most often is:

Responses to this question indicate that Coleman is used most often, 89.5% in 2011 and 64.9% in 2012. The decrease of 24.6 from 2011 to 2012 may be attributed in part to the increased use of the Science Research center. In 2011, 4.7% of respondents stated that they used the SRC library most often and 19.5% stated likewise in 2012. This is a 14.8% increase in one year.


Response Percent

Response Percent

Response Count

Response Count

Strongly Agree 35.8%

157

Agree 43.6%

191

Somewhat Agree 15.8%

69

Disagree 4.3%

19

Strongly Disagree 0.5%

2

Answered Question 438

Skipped Question 5


Response Percent

Response Percent

Response Count

Response Count

Architecture 5.0% 8.4% 20 37

Coleman 89.5% 64.9% 359 286

Engineering 1.5% 1.1% 6 5

Journalism 3.2% 9.8% 13 43

Science Research 4.7% 19.5% 19 86

Answered Question 441

Skipped Question 2

Journalism had a 6.6% increase and Architecture reports a 3.4% increase. Engineering reported 1.5 and 1.1 respectively. Virtual library use is down from 5.5% in 2011 to 0 in 2012. Users may not have a clear understanding of the nature of the virtual library.

Crosstabs of Affiliation and Library Used show that Science Research Library is still the library of

choice for graduate students, out of 81 graduate students in the study, 48 (59.3%) primarily use

Science Research with Coleman as their second choice at 35.8%. Special students also report

Science Research as the most used (57.1%) with Coleman second (42.9%). Architecture users

were split 50/50 with 50% using the Architecture Library more and 50% using Coleman more.

Undergraduates are now the only Affiliation group reporting Coleman Library as its primary

library, with 243 out of 338 (71.9%).

Q9. The library collection that I use most often is:

Electronic resources topped the responses in 2011 at 53.8% as “The library collection that I use most often. In second place at 37.3% as the most used library collection was the general collection. In 2012, 58.2% of respondents stated that the collection they used most often is electronic resources, followed by the general collection (31.6%). In 2011, Crosstabs of Library Used and Collection Used indicated respondents who chose the Architecture Library as the library of first resort primarily used the General Collection, representing the largest use of the General Collection. In 2012, Architecture Library users are still the highest users of the general collection with 16 of 37 (43.2%); however, the general collection is no longer the most used collection for this population. Twenty of 37 (54.1%) of Architecture Library users now identify electronic collections as the most used collection. Those primarily using the Journalism Library reported the highest use of Electronic Resources with 31 (75.6%), out of 41 Journalism respondents primarily using these resources. Electronic collections are now the most used collection for all library users regardless of affiliation or library of first resort. This is likely due to the increasing availability of electronic humanities resources, and increased ability to download electronic resources to portable devices.


Response Percent

Response Percent

Response Count

Response Count

Electronic Resources 53.8% 58.2% 215 251

Gov. Documents 4.5% 2.6% 18 11

Periodicals 7.5% 4.6% 30 20

Special Collections 8.8% 7.7% 35 33

General Collection 37.3% 31.6% 149 136



Q10. Computers are adequate to support my research needs.

In 2011, 83.5% of respondents “agree” to “strongly agree” with the statement: Computers are

adequate to support my research needs. In fall 2012, 89.1% of respondents “agree” to “strongly

agree” with the statement, an increase of 5.6 %. This increase is likely due to the Libraries

following through with the implementation of software and upgrades requested in 2011.

Crosstabs of Library Used indicate that 95.3% of respondents who primarily use the Journalism

Library “agree” to “Strongly Agree” that computer resources are adequate to support their

research needs, followed by Science Research (93%), Coleman (88.4%), Engineering (80%), and Architecture (78.3%). Q11. Software is adequate to support my research needs.

In 2011, 83.1% respondents “agree” to “strongly agree” with the statement: Software is

adequate to support my research needs. In fall 2012, 85.1% of respondents “agree” to “strongly

agree” with the statement: Software is adequate to support my research needs. This

represents an increase of 4.1% on the 2012 survey. Software is updated and added as needed

to keep current with academic requirements.


Response Percent

Response Percent

Response Count

Response Count

Strongly Agree 44.4% 50.1% 177 221

Agree 39.1% 39.0% 156 172


Disagree 2.5% 1.4% 10 6





Response Percent

Response Percent

Response Count

Response Count

Strongly Agree 38.8% 41.4% 154 182

Agree 44.3% 44.8% 176 197


Disagree 4.3% 3.0% 17 13




Users agreeing to strongly agreeing with this statement mainly use the following libraries: Science Research at 90.7% followed by Journalism at 88.3%, Coleman at 86.3%, Engineering (80%), and Architecture at 75.6%. Q12. My affiliation with Florida A&M University:

In 2011, 83.9 of respondents answered that they were freshmen and 76.6 in 2012. Graduate student respondents increased 13% from 5.3 in 2011 t 18.35 in 2012. Community respondents remained the same at 1.8% both in 2011 and 2012. Comments/Suggestions:

Comments and suggestions ranged from “everything is good!” and “you guys are amazing!

Thanks for your help” to “more laptops, more study rooms and better climate control”

Purchase requests for software, headphones, dry eraser boards and a scanner were also

included in the comments/suggestions.

All comments have been individually addressed and are found at the end of this document.


Response Percent

Response Percent

Response Count

Response Count

Administrator 1.3% 0.0% 5 0

Faculty 5.5% 0.9% 22 4

Undergraduate 83.9% 76.7% 333 339

Grad. Student 5.3% 18.3% 21 81

Special Student 0.5% 1.6% 2 7

Staff 3.3% 0.9% 13 4

Community 1.8% 1.8% 7 8



Answer Options Fall 2011 Fall 2012

Response Count

Response Count

168 97



Conclusions

For the first time, undergraduate students were the only group reporting Coleman, the main

library, as its library of primary use. Also, for the first time, all groups report mostly using

electronic resources. A brief explanation of the virtual library may be needed. Respondents

report that they mostly use electronic resources, but those reporting that they use the virtual

library was miniscule.

Respondents showed increased satisfaction with library as place, customer service, and

adequacy of collections, computers, and computer software. The Libraries will continue to

maintain facilities, provide quiet spaces, and create new spaces. The Libraries will also continue

to meet user information needs by providing access to timely information and up-to-date

computer hardware and software over the previous year’s results. Employees will be

acknowledged for providing good customer service and the Libraries will continue to invest in

programs that give them opportunities to serve.

In the future the survey should be made available electronically to garner stronger participation

from faculty and administrators. Also, constituents that do not use the “library as place”,

including distance learners and those enrolled in online degree programs were not given the

opportunity for input.

Library Assessment Committee Jean Adams Jeneice Smith Brenda Wright, Chair Ruth Swan, Ex Officio Reported by Brenda Wright and Jeneice Smith Submitted April 2013

Comments and Resolutions

Comment Resolution

Great job! The only suggestion is if there can be more computers available that have internet because there are already extra computers here and available, but they just don’t connect to the internet

Additional IP addresses are needed in Architecture for access to the Internet. Request for more IP addresses have been forwarded to EIT.

Library is a very great place to study; the 3rd floor is sometimes really noisy.

Library staff will make efforts to maintain quiet.

Q.11-needs current upgrades on plug-in, etc. Computers in all public areas have been updated.

FAMU IS GREAT SCHOOL Compliment – No action required

Double-sided printing options Change-accepted printing options

Double-sided printing is available. Assistance is available at the help desk.

Please add Chem Draw software. Clean the seats from food particles and hair. Wipe off tables or provide Clorox wipes to do so. Please keep library room temperature, some places are hot and others freezing

Chem Draw has been placed on the list of software upgrades. Due to 24/5 hours of operation areas are often reoccupied before cleaning has taken place, this will be monitored. Wipes will also be made available at the service desk. Facilities Planning is aware of the Library’s climate control issue and is reportedly taking steps to rectify the problem.

Computers and programs should be updated more often because some sites say that adobe flash player is out of date, but I can’t download it without permission to go to sites such as mastering chemistry and math lab.

Adobe flash has been updated on all public computers. Future updates will take place as often as updates are released. Currently, computer hardware is upgraded in the University libraries every 3-5 years.

Be able to check out books from the African American collection on the 4th floor.

The Libraries will make efforts to increase awareness of circulating African American collections.

I love the new chat with a librarian feature. It is convenient and very informative.

Compliment – No action required

Thanks Compliment – No action required

Keep up the good work! Compliment – No action required

Ms. Kilpatrick is the best staff. She has been very helpful this semester.


Mr. Swan was very helpful in helping me find information!! Thank you!


I use the Architecture Library the most. I love it. It is very quiet & has everything a student can ask for.


We need cutting tables & new or more lighting tables - ARCH

There is no space available in the library for an additional lighting table.

Every Thing is good Compliment – No action required


I Architecture Library!


Great Librarians @ FAMU. Compliment – No action required

Free Printing Presently this service is available in the Commons building.

More study rooms are needed Space is limited. Will consider in the next building renovation phase.

Science Research should stay open later! The hours in the Science Research Center Library have been extended to midnight.

N/A No action required

Great help at the Front desk. (SRC) Compliment – No action required

Science Research should stay open later than 12:00 am!

Extending hours past midnight is not feasible at this time. The main library is available 24/5 Virtual access is available 24/7 through the Libraries’ webpage.

Have more study hall rooms in library, sometimes it gets over crowded at times.

Space is limited. This is a consideration for the next building phase.

Science Research is the library I feel with an atmosphere most conducive to learning


Longer Hours (Research) Extending hours past midnight is not feasible at this time. The main library is available 24/5.

Love the Science and Research Compliment – No action required

Everything is great! Compliment – No action required

The Science Research library is a very quiet and comfortable environment to study in.


A scanner in the Science Research Library would be extremely beneficial for students of Nursing, Pharmacy, & allied Health attempting to avoid large crowds at Coleman Library.

New multifunctional printers/copiers will have scanning capabilities. Coming soon.

Love the Science & Research Library – very convenient for my studying needs as I am an IPH student.


The Science Research library is the best library to study at on campus. The librarians are really helpful and it’s a quiet environment to study in.


Coleman Library noisy, people always talking & the library staff don’t want to help or keep students quiet.

Staff will address.

I agree with allowing science research to stay open until 12 because the library is quiet and contains all the resources I need to excel.


Make Science Research 24 hrs. The climate is conducive to learning. Pharmacy students needs a place such as this one.

Extending hours past midnight is not feasible at this time. The main library is available 24/5.

I appreciate the staff and also the university

http://www.famu.edu/index.cfm?library&Home

allowing the Science Research Library being open until midnight the extended hours are a blessing.


Great place to be when your trying to study. Compliment – No action required

You guys are amazing! Thanks for your help!! Compliment – No action required

Keep up the GREAT work!! Compliment – No action required

Circ. Staff is awesome! Compliment – No action required

ALL more group study rooms if, possible. Space is limited. This is a consideration for the next building phase

TOO LOUD!!! Coleman library staff will continue to monitor all floors for noise levels.

Advise people with extremely loud headphones to turn them down.

Coleman library staff will continue to monitor all floors for noise levels.

Climate is too hot on 2nd floor Will report to facilities management for appropriate action.

Great work keep it up. I FAMU Compliment – No action required


The third floor is freezing turn the AC down just a tad.

Will report temperature to Facilities Planning for appropriate action.

Wifi does not work in the J School library Comment will be forwarded to Enterprise Information Technology.

J-School Library Faculty is GREAT! Compliment – No action required

It is a tad loud on many floors in Coleman and the hours for J-School should a little longer. Not all the library’s have the same computers and I feel they should be updated.

Staff and guards will be more active in controlling noise levels. The library Systems Department will investigate computers in libraries.

Make Photoshops, Final Cut Prod ENPS available on computers.

Will be recommended through the Commons Committee.

Thank you! Compliment – No action required

Ms. Hickman is the best in the journalism library.


Better computers. Presently, computers are upgraded in the University libraries every 3-5 years.

People should use their quiet voices more often when entering the library and considerate of others. (This is directed towards the first floor)

Coleman library staff will continue to monitor all floors for noise levels.

Improve Technology on campus. More up to date equipment.

Comment will be forwarded to the Enterprise Information Technology.

Research Library should be open until 2:00 am.

Hours are extended as funding permits. The main library is available 24/5.

More laptops & study rooms. 12 new laptops and 9 new iPads are available for circulation from the Information Commons Desk. Space is limited; more group study rooms are planned for the next phase of building construction.

The 4th floor annex is freezing cold. Facilities Planning is aware of irregular temperatures in the library and is reportedly taking appropriate action.

Lower volume on computers. Headphones are available at the help desk. Assistance with controlling the volume is also available at the desk.

Customer FRIENDLY Library staff. Opportunities are provided to assist staff with enhancing customer service skills.


Great Job however there is always room for improvements.


Pondexter – Great! Pricilla Henry – Great !


It is way too cold in some areas which makes it difficult to study and or study for long periods of time.

Facilities Planning is aware of irregular temperatures in the library and is taking appropriate action.

More laptops/tablets, more study rooms. Better climate control (freezing on 3rd and 4th floors)

Twelve additional laptops were purchased and made available for circulation from the Information Commons Desk. Space is limited; more group study rooms are planned for the next phase of building construction. Facilities Planning is aware of irregular temperatures in the library and is taking appropriate action.

It is cold in the library Facilities Planning is aware of irregular temperatures in the library and is taking appropriate action.

Better Wifi service Enterprise Information Technology is aware of the Wi-Fi issue and is taking steps to provide service.

Temperature is just RIGHT!!! !!! Compliment

Newer part of the 4th floor too cold Wifi goes in and out on the 1st floor Need more electrical outlets

Facilities Planning is aware of irregular temperatures in the library and is taking appropriate action. EIT is aware of the Wi-Fi issue and is taking steps to provide service. Electrical outlets have been added to the 1st, 3rd, and 4th floors.

NONE No action required

Need more portable dry erase boards More dry erase boards will be purchased.

The staff at Coleman was very helpful and friendly – Ms. Marie & Mr. Lee.


Ms. Marie was a lot of help with journals. Compliment – No action required

There should be more areas to study on the 3rd floor. Ex. More individual tables or tables in general.

Tables are located in the periodicals section of the 3rd floor. The third floor has been designated as a quiet Floor.

We need more headphones for rent while we are using the library

One hundred new headphones were ordered for lending.

Evening staff is more patient with helping me Compliment – No action required

with electronic resources!!

More study rooms for groups in the future some-times I have a hard time finding one available.

More group study rooms are planned for the next phase of building construction.

I love that the library is 24/5 Compliment – No action required

Annex is Freezing! Facilities Planning is aware of irregular temperatures in the library and is taking appropriate action.

The library staff are always kind and courteous and are always very professional in helping students achieve their goals and success. I definitely recommend all students to take advantage of this


Great job! Great Workshop! Compliment – No action required

I Love It Compliment – No action required

#2) The 3rd floor annex is entirely “too cold”. It’s a little hard to focus when it’s chilly.


Keep 24 hours Hours are extended as funding permits. Current fall and spring operating hours are 24/5.

Photoshop as a program on CPUS Photoshop is available on computers in the digitization suite, group study rooms, and Architecture Library SDS. Additional licenses will be sought to add Photoshop to all computers.

Keep the Jazz café open longer Extended café hours are not feasible at this time, per Auxiliary services.

Sometimes staff is too rude (at night) and they need to enforce a more quieter environment overall not just the 3rd floor

Opportunities are provided to assist staff with enhancing customer service skills. Staff will monitor all floors.

Please put the AC down in the annex. The cold is unbearable.


One is hot and the other is freezing. Please balance the temperatures out on the third floor.


The electrical plugs on the 3rd floor in the older section need to be fixed and additional ones need to be added (out-dated)

A Facilities Planning is awaiting a quote to install electrical outlets.

Hot in the summer, cold in the winter, fix that --it


The staff in coleman library should be able to regulate the temp. 70 – 75 F is a good temp year round.


The staff should make a better effort to make sure the students are quiet, and their music is low when on the computers on the 2nd floor. Student often talk loud and play loud music on the 2nd floor and it makes it difficult to concentrate. Thank you

Library staff will continue to monitor.