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Language Resource Centre

Questionnaire 2019 – Results

Response Rate The questionnaire was carried out during February 2019. A total of 94 responses were received, the majority of questionnaires (71) were completed using an online form which was sent out to LRC members via Blackboard. A further 23 were completed on paper.

Whilst most respondents were from the Faculty of Humanities and Social Sciences, there were some responses from SAgE, INTO and some Non-University members. Unfortunately there were no responses this year from anyone in the faculty of Medicine.

Fig.1 Respondents and their Faculty

Faculty Number of Respondents Humanities and Social Sciences 67 Science, Agriculture & Engineering 6 INTO 16 Non-University 2 No Response 3 Total Responses 94

Languages Studied (Fig.2)

Amongst the respondents, Spanish was the most commonly studied language, followed by French, German and English.

Chinese5%

English14%

French21%

German17%

Italian1%

Japanese8%

Portuguese1%

Spanish24%

Other9%

Fig. 2 What language(s) do you study in the Language Resource Centre?

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Language Class Attendance The large majority of respondents were attending some kind of language class (Fig. 3) only 15% of respondents were not attending languages classes of any sort. A large proportion of respondents (47%) were attending classes with the School of Modern Languages, 14% of respondents were attending the Language groups provided by the LRC.

Frequency of visits (Fig. 4) A large proportion of respondents were regular visitors to the Centre, with a total of 83% visiting at least once a

Not Attending Language Classes

15%

School of Modern Languages

47%

INTO17%

LRC Conversation Groups

14%

UWLP0%

Other7%

Fig. 3 Are you attending any language classes or groups?

Not Attending LanguageClasses

School of Modern Languages

INTO

LRC Conversation Groups

UWLP

Other

27%

34%

22%

7%

4% 6%

Fig. 4 How often do you visit the centre?

Every Day 2-3 times a week Once a week 2-3 times a month Once a month Less Often

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week or more frequently. Importantly, for representativeness, the results included responses from less frequent users of the Centre.

Materials and Equipment Ratings (Fig. 5 & Fig 6)

Respondents were asked to rate the various materials and equipment provided by the LRC. If respondents rated anything ‘unsatisfactory’ they were invited to explain their viewpoint in order to better understand any issues.

A significant number of respondents reported never having used many of the LRC materials. 62 out of the 94 respondents had never used the Audio CDs. High numbers of respondents (47) had never used the Live World TV (via IPTV), the Literature (41), IPTV (29) and the Centre’s language learning software (28).

The LRC’s books received the highest ratings in this question, with 46 of the respondents rating them either ‘excellent’ or ‘good’.

There were a small number of respondents who rated either the Satellite TV via IPTV or IPTV films as ‘unsatisfactory’. The comments given included:

“The movies on IPTV are not subtitled in the native language (Spanish in my case). It is hard to learn Spanish from a Spanish movie without Spanish subtitles. It will be good if they were

subtitled.”

“Selections could use a little more options.”

In the equipment ratings (see fig.6) computers and headphones received the most ‘excellent’ and ‘good’ ratings. A large number of respondents (40) reported never having used the printers.

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AUDIO CDS

BOOKS

IPTV

LANGUAGE LEARNING SOFTWARE

LITERATURE

SATELLITE TV (VIA IPTV)

Fig. 5 Materials Ratings

Excellent Good Satisfactory Unsatisfactory I've never heard of this equipment I've never used this material No Response

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A very small number of respondents rated the LRC equipment ‘unsatisfactory’. However although the majority of respondents rated the headphones excellent or good, there were a few critical comments of this equipment.

“some computers don't have headphones and some are really tatty”

“Some of the headphones are a bit worse for wear”

There was also some adverse feedback about the printers where respondents complained:

“Sometimes the printers won’t print double sided”

“Printers are a total pain to print from- even staff struggle. If the software on comps. Doesn't work with printers - change it!”

“The printers never print on double-sided pages. I have to go to another facility to print my essays and avoid wasting the double amount of paper.”

Accessing On-line Resources (Fig.7)

LRC Blackboard content (35) and IPTV (35) were the most commonly accessed LRC resources outside of the Centre. 25 of the respondents had accessed the Utalk app outside of the centre.

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COMPUTERS

HEADPHONES

BIZHUB PHOTOCOPIER

PRINTERS

Fig. 6 Equipment Ratings

Excellent GoodSatisfactory UnsatisfactoryI've never heard of this equipment I've never used this equipmentNo Response

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Language Service Ratings (Fig.8)

Each of the LRC language services listed in this question had a large number of respondents who had not used the service, and also a small but significant number of respondents who had never heard of certain of these services. The Language Advisory Service of which 14 people had not heard was the least known amongst the respondents. The conversation groups received the highest number of positive responses with 15 rating them excellent and 20 as good.

6 people rated the Tandem partner scheme ‘unsatisfactory’, the explanations given cited problems with finding and keeping a suitable partner to practice with.

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IPTV LRC BLACKBOARD CONTENT UTALK OTHER

Fig. 7 Do you access any on-line LRC resources outside of the Centre?

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MATERIALS BORROWING

CONVERSATION GROUPS

TANDEM PARTNER SCHEME

LANGUAGE ADVISORY SERVICE

BOOKABLE STUDY SPACES (LRC MEETING ROOM, TALKSHOPS ETC)

Fig. 8 Language Services Ratings

Excellent Good SatisfactoryUnsatisfactory I've never heard of this service I've never used this serviceNo Response

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LRC Website (Fig.9)

A large number of respondents (33) reported never visiting the Language Resource Centre’s website. Of those that have visited the website, 51 respondents had viewed the Opening Hours, 31 respondents had viewed the facilities pages. The catalogue was the least viewed content on the website with only 9 respondents having reported viewing it.

LRC Updates – Preferred communication channels (Fig.10)

Respondents were asked what would be their preferred way to receive information and updates about the Centre. For this question respondents could select more than one answer. Email was by far the most popular response (76), followed closely by Blackboard (36) and Social Media (22). Only 14 out of the 94 respondents selected the LRC Website as their preferred way and even fewer (9) would prefer to hear via internal noticeboards.

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9

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I'VE NOT VISITED THE LRC WEBSITE

CATALOGUE FACILITIES NEWS OPENING HOURS CENTRE CONTACT DETAILS/MAP

Fig. 9 Which areas of the LRC website have you visited?

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LRC WEBSITE EMAIL INTERNAL LRC NOTICEBOARDS

UNIVERSITY BLACKBOARD

SOCIAL MEDIA OTHER

Fig. 10 What would your preferred way to receive updates and information about the LRC?

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How far do you agree…?(Fig. 11)

Respondents were asked to state how far they agreed with a set of statements about the Language Resource Centre and their experience of it. If they disagreed with any of the statements they were asked to explain their responses.

Overall the responses were very positive, the large majority of respondents either agreed or strongly agreed with all statements. Most notably, the statements a) the Centre provides a good studious environment where I can work well, and g) the LRC staff are approachable and helpful received the highest level of agreement.

Whilst the large majority agreed to that they can work well in the Centre, one person disagreed stating:

“I find there is often students here that are not working but are just whispering loudly/talking and it's quite distracting.”

There were 4 respondents that disagreed with the statement e) The rules of use are adequate for the comfortable use of the centre (in accordance with Health & Safety regulations)

The comments left by those disagreeing reveal that for some of the respondents this related to the rules on food and drink in the Centre:

“i don't understand why no food is allowed in the LRC but is allowed downstairs in the cluster.”

“Being able to have covered hot drinks would be good. I don't mind the no food rule though.”

One respondent disagreed with this statement for reasons relating to the enforcement of quiet/noise levels:

“Have encountered several people talking loudly on their mobile phone due to it not being clear enough that while it's not a "Quiet Only" library, it's only expected that you would talk to discuss

academically. Some discouragement of talking on mobile phones would be helpful.”

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A) THE CENTRE PROVIDES A GOOD, STUDIOUS

ENVIRONMENT IN WHICH I CAN WORK WELL

B) THE MATERIALS SUIT MY NEEDS

C) I CAN USUALLY FIND A FREE WORKSTATION TO

DO MY WORK

D) I AM SATISFIED WITH THE PROVISION OF

GUIDANCE AND SUPPORT (HELP DESK & ADVISORY

SERVICE)

E) THE RULES OF USE ARE ADEQUATE FOR THE

CONFORTABLE USE OF THE CENTRE (IN ACCORDANCE WITH HEALTH & SAFETY

REGULATIONS)

F) I HAVE BEEN GIVEN THE OPPORTUNITY TO

SUGGEST AREAS FOR POTENTIAL IMPROVEMENT

G) THE LRC STAFF ARE APPROACHABLE AND

HELPFUL

Fig. 11 How far do you agree with the following statements?

Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree Don't Know No Response

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Likes and Dislikes (Fig. 12)

Respondents were asked what they liked and disliked about the Centre. These were open questions designed to encourage totally free responses. The responses revealed many common likes and dislikes which are listed in the tables below. ‘No Response’ is where the question has been left blank by the respondent.

Fig. 12 Likes & Dislikes

What do you like about the Centre?

Likes Number of respondents

Atmosphere/Environment (Relaxed, Comfortable, Calm) 29 Resources/Materials 20 Quiet/Level of noise 16 Conducive to work/study 12 Not too busy 9 Staff 8 Building, Room, Aesthetics 7 Location 7 Specifically for Language learners 6 Computers 5 Social Aspect 5 Layout 4 Spacious 4 Study Spaces 4 Seats/Chairs 3 Clean 2 Opening times 2 Other equipment 2 Barriers, Secure setting 1 Bookable spaces 1 Conversation Groups 1 Tandem Scheme 1 No response 30

What do you dislike about the Centre?

Dislikes Number of Respondents

Opening times 14 Temperature (too hot/cold) 9 Noise Levels 8 Lack of desks without computers 6 Lack of specific materials 4 Headphones 4 No drinking water provision 4 Use of centre as a social space 4 Nothing 4 Food (not allowed) 3 Printing problems 3 Too busy 3 Beach towelling 3 Computers - Slow 2 Small desks 2 Software Programs 2 Lack of language classes/groups in certain languages/levels 1 Use of facilities by non-language learning students 1 Insufficient borrowing 1 No Response 31

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Likes

The most commonly stated ‘like’ was the atmosphere and environment of the Centre, which 29 respondents mentioned . Many described the centre as a relaxed and comfortable place to study:

“I like the working atmosphere which is more relaxed than the Robinson Library but still conducive to productive work”

“The relaxed atmosphere compared to the other libraries.”

“It is friendlier and more interesting than the main library; I especially like the old books”

“I love the more relaxed, smaller environment of the centre”

“environment is peaceful and comfortable”

The LRC’s resources and materials were also highlighted by many respondents (20) as something they most liked about the Centre, many liked the variety and range of resources on offer:

“It is an excellent resource, allowing development of language skills, in ways which suit the learner”

“It provides you with all the materials and opportunities you need to learn a particular language.”

“It provides all the materials I need to improve my knowledge…”

“Resources are really easy to use and kept well.”

Whilst the noise levels in the LRC also featured highly on the dislikes, the level of noise/quietness was the third most common like. Some mentioned that they liked the quiet environment:

“It's a nice quiet space to study.”

“Usually very quiet, it's perfect for study”

However others like the fact that it is not a totally silent place:

“It is a good environment- not silent study but quiet enough to do work”

“its quiet but you can also talk to communicate with others”

“Quiet environment where everybody is focused but one can discuss with friends or staff if necessary.”

12 respondents also liked that the LRC is conducive to study.

“The place is cosy and clean, which provides us with a nice and peaceful environment to focus and study.”

“…a very nice and calm environment for studying”

“Good working environment!”

8 respondents mentioned the friendliness and helpfulness of the LRC staff:

“Staff are kind and helpful :-)”

“Staff are always welcoming and helpful.”

“I like the staff, they are friendly and helpful”

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Dislikes There was a high non-response rate to this question with 31 respondents leaving it blank. The most common dislike was the centre’s opening times, 14 people mentioned that they would prefer longer opening hours:

“I also wish the opening time of the centre can be extended”

“opening times should be slightly longer”

“Should open earlier in the morning”

The second most common dislike was the temperature in the Centre. In total 9 respondents raised this issue,

“It’s too cold!!!!!!!! Needs more heating in the winter.”

“It's really cold!!!! Definitely needs some radiators because it is colder in here than it is outside”

“It is freezing, always! I have to bring extra jumpers just to feel comfortable.”

“At the moment it is incredibly cold in the LRC, especially compared to elsewhere in the building! This is not good for working; lots of people have been sitting with their coats on because it is so

cold.”

8 respondents dislike the noise levels. Most comments were about the noise created from people chatting loudly:

“when people are talking loudly you can hear their discussions and speaking inside the library which can sometimes distract work”

“sometimes people just sit at workstations and chat rather than working which can be disturbing”

“People often sit and socialise so can be loud”

“It's not a silent study space, fine, but some people have no consideration for others working”

Ratings out of 10 (Fig. 13)

The majority of respondents rated the Centre at 8 or 9 out of 10.

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f res

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Rating out of 10

Fig. 13 Give the LRC and its facilities a rating out of 10

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Summary of the main findings

Main Issues

• Opening Hours This is the third year that opening hours have been the most common ‘dislike’ among respondents. It is clear there is demand amongst respondents to extend the Centre’s opening hours with some preferring an earlier start and others requesting weekend opening.

• Temperature Over the years the temperature in the LRC has featured highly on the dislikes list amongst questionnaire respondents. Since improvements to the heating system were made during the refurbishment in 2014, the temperature of the centre has been less of an issue, but it still received negative feedback from a significant number of respondents this year who complained about the cold temperature in the Centre.

• Noise Levels The level of noise in the centre is an issue that many respondents have raised this year. Whilst the level of quietness ranked third in the list of likes, there were 8 respondents who quoted noise as something they disliked about the centre.

• Food and Drink Policy The LRC relaxed its ban on food on drink in 2014 to allow bottled drinks only. However there still appears to be some demand that this rule be relaxed further to allow covered drinks including coffee and snacks. 3 people mentioned it as something they dislike about the LRC and 3 people listed it when explaining their disagreement with the statement on rules.

• Technical Issues Whilst the LRC computers, printers and headphones received the most excellent and good ratings, there were a minority of respondents who reported encountering issues with this equipment. Notably issues with the computers not connecting to the printers, faulty and worn headphones.

• Underuse and lack of awareness of certain resources and services The results of the questionnaire continue to highlight the changing patterns of use of the LRC’s resources. Large numbers of respondents reported never having used many of the materials in the LRC: Audio CDs, satellite TV, Literature, IPTV, Language Learning Software and even the books. The LRC website is also largely un-viewed with 33 of respondents reporting never having visited it. In addition roughly half of respondents had never used each of the services offered by the LRC, e.g the Tandem Partner Scheme, Bookable rooms, Materials Borrowing, Conversation groups and in particular the Language Advisory Service of which a significant number had also not heard.

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Positive Feedback

There was much positive feedback about the Centre. Some of the common areas receiving positive comments are summarised below.

• Atmosphere/Environment Many respondents like the general atmosphere and environment in the Centre. Many commented on the relaxed and friendly environment and the quiet atmosphere allowing for effective study.

• Resources The Centre’s resources were also something that many respondents liked. There were positive comments about the variety of resources available and the range of languages

• Staff LRC staff received much positive feedback, many respondents commented on how helpful, friendly and approachable the staff are.

• Availability of Computers Several respondents liked that the LRC was not too busy, and many were positive about the consequent availability of the LRC computers and workstations.

• Layout, Spaciousness and Group Study Areas It seems that several particularly like the layout, the spaciousness of the room and the provision of areas for group work and discussion.

• Social/Language Aspect Several respondents liked the social aspect of the Centre and that the Centre is dedicated to language learners.