LibQUAL Survey 2009 - Department of Library Services · 1 LibQUAL Survey 2009 Monica Hammes, Gerda Beukes & Rayno Geyser University of Pretoria, South Africa LibQUAL +® 2009 Report:

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LibQUAL Survey 2009LibQUAL Survey 2009

Monica Hammes, Gerda Beukes & Rayno GeyserUniversity of Pretoria, South Africa

LibQUAL +® 2009 Report: Faculty Libraries outside Merensky

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ContentsContents

Jotello F Soga Library slides 4-18

Education Library slides 19-38

O R Tambo Law Library slides 39-56

Health Sciences Libraries slides 57-76

Jotello F Soga Library

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Jotello F Soga Library: Action plan (1)Jotello F Soga Library: Action plan (1)

Feedback to clientsFeedback to clients

•• Visit to DeanVisit to Dean•• Visit to DepartmentsVisit to Departments•• Link to Library BlogLink to Library Blog

•• Short explanation of LibQual and its goalsShort explanation of LibQual and its goals•• Word of thanks for participationWord of thanks for participation•• Summary of areas needing attention with brief responseSummary of areas needing attention with brief response

•• Feedback in eFeedback in e--Newsletter InfomaniaNewsletter Infomania•• Feedback at Library Committee MeetingFeedback at Library Committee Meeting

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Short term actionShort term action

•• Visit to the DeanVisit to the Dean•• Discuss results and action planDiscuss results and action plan•• Obtain support for SANReN connectionObtain support for SANReN connection•• Obtain support for wireless facilities on Onderstepoort CampusObtain support for wireless facilities on Onderstepoort Campus

•• Adapting current physical facilitiesAdapting current physical facilities•• Book shelf labelsBook shelf labels•• Marking journal shelvesMarking journal shelves•• Marking quiet study areas and noisy areas (issue desk & reservedMarking quiet study areas and noisy areas (issue desk & reserved section)section)

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Long term planningLong term planning•• Visits to DepartmentsVisits to Departments

•• Determine training needs and promote training sessionsDetermine training needs and promote training sessions•• Discuss negative comments (Library as place & Information controDiscuss negative comments (Library as place & Information control)l)•• Emphasize availability of eEmphasize availability of e--journals, databases, interlending servicejournals, databases, interlending service

•• Focused marketing of information products, services & training Focused marketing of information products, services & training sessionssessions

•• Different mediumsDifferent mediums•• Plasma screenPlasma screen•• Posters (Cafeteria, Computer Lab)Posters (Cafeteria, Computer Lab)•• EE--Mail Mail –– everyoneeveryone•• Newsletters Newsletters –– Library & FacultyLibrary & Faculty•• Library Blog and Web siteLibrary Blog and Web site•• Improve training material / tutorialsImprove training material / tutorials•• Promote library involvement with CIL program at Curriculum MeetiPromote library involvement with CIL program at Curriculum Meetingsngs•• Improve web usabilityImprove web usability•• Investigate need for longer opening hours in 2011 (depending on Investigate need for longer opening hours in 2011 (depending on

budget)budget)

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Jotello F Soga Library UGJotello F Soga Library UG

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Jotello F Soga Library UGJotello F Soga Library UG

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Word cloud of Comments for Jotello F Soga Library http://www.wordle.net/

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Word cloud of Comments for Jotello F Soga Library http://www.wordle.net/

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Vet Library Onderstepoort (96)

67% of the respondents indicated that they are satisfied with the services offered by the department of Library services and its personnel. The biggest problem areas as indicated by the respondents include:

- The need for better electronic services – 18%18% of the respondents indicate that they are in need of access to more online journals, the need for more relevant electronic books, and they experience difficulties with access to course specific journals.

- 8% of the respondents feel that the technology in the library needs attention.- 8% of respondents indicated that the Jotello F Soga library must update their library book collection.- 7% of respondents are unsatisfied with the physical appearance of the library.

4. Jotello F Soga (Vet) Library

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Jotello F Soga Library CommentsJotello F Soga Library Comments

Veterinary science negative comments106 individuas commented75 positive comments60 negative commentsWhat needs attention and who said that?• Web site and electronic library access to be simplified (8)• All the articles I need for my work please, particularly online, also old articles (6)• Better and faster computers + more bandwidth (5)• Longer hours please (4)• Study area needs improvement and noise level is too high (3)• More space and also upgraded (3)• Better arrangements for group study (3)• Staff do not always know how to obtain info (2)• Leisure reading material (2)• More resources please: cds, appropriate information, textbooks, recent publications (Anatomy, veterinary

parasitology, production animals, horses), more e-resources, paper journals, full text articles• More study cubicles• Periodicals not up to date• Free internet• Bookshelves better labelled• Info literacy: Tutorial on how to use the library during first week

We take all comments very seriously and respond to them by•Short term measures•More focused marketing•Communication , particularly when we cannot do anything about it•Lobbying, particularly combined with other information•Planning


Education Library (Groenkloof campus)

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Education Library: Action plan (1)Education Library: Action plan (1)Feedback to clientsfeedback on our web page- exhibition of the feedback to the clients

Specific feedback:Library resources:- Looking for History journals but could not find it (1) : The library has electronic access to the History journals that

are available at the Merensky- Please put the journals alphabetically on the shelves (1) : The paper journals in the library are in alphabetucal

order on the shelves- Not enough books available on assignment topics (1) : Please let your information specialist know if there are no

books available on your topicInterloans service: We need an individual or section to help with interlibrary loan (1) : Mr Junior Baloyi runs the

interloans office in the library. He can give training on how to request interloans.‘How to’ information:- Place a permanent reminder about how to do searches on the library’s web page (1) : This is available on the

library’s web page- Information on reference techniques should be made available online (1) : This is available on the library’s web

pageMultimedia facility: Need a room where one can watch educational videos/dvds (1) : There is a Multimedia Centre on

the ground floor of the libraryLibQUAL questionnaire: The questionnaire was a little bit complicated (1) : The LibQUAL survey is an international

instrument used by libraries across the world. The questionnaire is a standard questionnaire and cannot be changed

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Education Library: Action plan (2)Education Library: Action plan (2)Short term actionIT:- Old Computers (6) : We have upgraded all computer workstations to 1G RAM- Need print only computer (1) : We are planning to set aside print only and library material only computers- Dirty keyboards (1) : We have installed new keyboardsLibrary space:- Noise (12) : 2 quiet zones for undergraduate students on level 1- Group work (8) : Round tables on level 1 and in room 17 (ground floor)- Heaters (1) : This will be included in 2010’s budget- Disability computer workstation (1) : 1 in room 17 (ground floor)Library resources: Leisure reading (Literature) books (2) : Most of the literary prize winners’ books were bought in 2009Staff:- Some staff members do not know search techniques and can therefore not help students (1) : Staff has been

alerted to these problems and they will further be addressed in staff training sessions- Some library staff are unprofessional, unfriendly, unhelpful and impatient (5) : This has been discussed with staff

and staff will be sent for further client service courses- The security guards do not always treat the students with respect (1) : The guards cannot make exceptions to the

rule. They are doing an excellent job under difficult circumstances.Library hours: Restrict access time to library computers (1) : We are investigating the possibilityTraining:- I do not have the necessary skills to access the information I need (1) : We are negotiating with the Faculty to offer

training sessions during the Research Support weeks- One hour training on electronic research not enough (1) : We agree. We are negotiating to offer longer training

sessions during the Research Support weeks

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Education Library: Action plan (3)Education Library: Action plan (3)

Long term planning

IT:- e-mail only computers (1) : We need a sponsor

Library space:- Noise (12) : We are planning a postgraduate students research centre on level 2 for quiet research and seminar

rooms for group work- Airconditioning (2) : This is been budgeted for every year. We have not found funds yet.- Upgrade physical appearance (3) : This has been budgeted for, but is dependent on the availability of funding- Spacious study cubicles not confined to the back of the library (1) : No space around the atrium and too noisy as a

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Staff:- Not enough staff to help with students (1) : Funding needed. Not available at present.

Library hours:- 24/7 service, Extend until 22:00, Extend weekend hours (1 each) : Not financially viable at this stage

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Education Library: ALLEducation Library: ALL

Word cloud of Comments for Education Library http://www.wordle.net/

Word cloud of Comments for Education Library http://www.wordle.net/

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Education Library (136)

57% of the respondents indicated that they are satisfied with the services offered by the department of Library services and its personnel. The biggest problem areas as indicated by the respondents include:

- Technology in the library – 23%23% of the respondents indicated that they want more and faster computers in the library, they indicated that some of the software on the library computers are outdated and do not meet their academic needs.

Other important factors for the respondents in this category includes:

- More study areas - 7%- Respondents feel that there could be an improvement in electronic services – 6%- Respondents feel that the physical appearance of the library needs attention – 6%

4. Education Library

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Analysis of comments by Rayno Geyser

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Education Library CommentsEducation Library Comments

152 individuas commented88 positive comments17 negative commentsWhat needs attention and who said that?• Computers, printers, internet, bandwidth: more, faster, wi-fi (28)• Noise (8)• More facilities for: disabled people, distance students, postgrads. Ggoups, study (7)• Staff: professionalism, skills, helpfulness, friendliness (6)• Overcrowded (5)• More information resources: textbooks, leasure reading (5)• Access to online resources and user-friendly web site (4)• Interior upgraded (4)• Longer hours (2)• Books: findability and frustration of missing books(2)



O R Tambo Law Library (Hatfield campus)

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OR Tambo Law Library: Action planOR Tambo Law Library: Action plan

Feedback to clients- During our annual training sessions with the 1st year students, 4th year students and

Postgraduate students - we shall inform them about the databases that are only on campus (not available via the internet) and why. We shall urge and encourage our postgraduate students to come and see us about their research, and explain the type of assistance we provide.

Short term action- Contact all postgrads via email to encourage them to come and see us in the library during office

hours- Postgraduate facilities and services: Continue with the plan to establish a separate "Postgraduate

Centre" in the law library (level 2) - using the computers we receive via the World Bank funding as the beginning.

- Request "Card Control" to do what is necessary to restrict access to the Law Library to law students and all UP Staff only. We believe this will address the problem with overcrowding - which is unfair to law students.

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Faculty Libraries: Law

Word cloud of Comments for O R Tambo Law Library http://www.wordle.net/

Faculty Libraries: Law

Word cloud of Comments for O R Tambo Law LibraryLibrary http://www.wordle.net/

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O.R. Tambo Law Library (102)

57%of the respondents indicated that they are satisfied with the services offered by the department of Library services and its personnel. The biggest problem areas as indicated by the respondents include:

- Technology in the library – 19%A lot of the respondents indicated that they want more and faster computers in the library, they do not want to stand in long queues at computers as it is time consuming (on average they reported standing in queues for +/-10 to 20 min), they indicated that some of the software on the library computers are outdated and do not meet their academic needs.

- Noise levels– 13%13% of the respondents indicate that they are unhappy about the level of noise in the library. Some of these respondents feel that it is users from the main library that are noisy in the Law library.

- More study areas – 12%12% of the respondents feel that the O.R Tambo library needs more study space, although they say that there are enough study space , they feel that the users from main library occupy most of these study space.

4. O.R Tambo Law Library

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O R Tambo Law Library CommentsO R Tambo Law Library Comments

108 individuals commented66 positive comments73 negative commentsWhat needs attention and who said that?• Computers, printers, internet, wireless: more, better,

faster (16)• Other students using the Law Library (16)• Noise (14)• Overcrowding (9)• Staff: professionalism, attitude, availability (also after hours), competencies (8)• More information resources: text books, books, online in our offices, fiction (5)• Lending rights for postgrads and staff (4)• Group space (3)• Longer hours (2)• Signage (2)• Web site more user-frienly• Internet access expensive • More study space• Space for postgraduates



Health Sciences Libraries (BMS and Medical campuses,

Kalafong and Witbank Hospitals)

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Health Sciences Libraries: Action Health Sciences Libraries: Action planplan

Feedback to clients• IT labs replaced with new, faster computers, especially the BMS Library• Klinikala Library (Kalafong Hospital) has received 5 computers from the Faculty• Discussions with Minolta about the quality of the photocopying services and about moving their services to another

area of the library to reduce the crowdedness problem• Discussions with the Faculty about library hours• Consortium discussions with other health libraries for cost-effective usage of funds• BMS Library upgrading it’s lab space for group work and study space• Information literacy orientation sessions at the beginning of the year• An assistant helps with shelving, seminar rooms and cleaning the library • They acknowledge missing books on the circulation system

Short term action• The Medical and BMS Libraries will receive 10 computers from the Faculty• Lunch hour training initiatives for databases and Google Scholar• Improving marketing of informatioin resources training sessions via different communication tools• Planning to extend library hours to 20:00 (weekdays), 19:00 (Fridays), 14:00 (Saturdays)• The Medical Library is looking into improved access to the study collection• Curb noise by appropriate signs for quiet study areas• The Library is using training opportunities for staff• The Library is planning an online help desk with guidance in library procedures and the layout of the resources

Long term planning• The Library is looking into space and flow of library activities

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Faculty Libraries: Health Sciences

Word cloud of Comments for Health Sciences Librarieshttp://www.wordle.net/

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BMW/Dentistry Library (56)

57% of the respondents in the BMW/Dentistry category indicated that they are satisfied with the services offered by the department of Library services and its personnel. The biggest problem areas as indicated by the respondents include:



11% of respondents within this category indicated that they need more study areas. Another 11% indicated that they are satisfied with the electronic services offered by the library.

4. BMW/Dentistry Library

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33% of the respondents in the Klinikala category indicated that they are satisfied with the services offered by the department of Library services and its personnel. The biggest problem areas as indicated by the respondents include:



4. Klinikala Library

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Medical Library (213)

65%of the respondents in this category indicated that they are satisfied with the services offered by the department of Library services and its personnel. The biggest problem areas as indicated by the respondents include:


9% of the respondents indicated that they are in the need for better electronic services, another 9% are of the opinion that the physical appearance of the library needs attention.

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Witbank Health library (2)

50% of the respondents (one person) indicated that he/she is satisfied with the services offered by the department of Library services and its personnel. The biggest problem area as indicated by the other one respondent :

- The need for newer books – 50%One person reports that he/she thinks the library needs to update the book collection

4. Witbank Health Library

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Health Sciences Libraries: CommentsHealth Sciences Libraries: Comments

295 individuals commented217 positive comments144 negative commentsWhat needs attention and who said that?• Computers, printers, w-fi, USB ports, photocopying machines: too

few, too slow, expensive ….. ( 43)• Access to online resources confusing, difficult, problems with

web site and passwords (19)• Longer hours (18)• Information resources - more, newer: e-journals, reserved books, key journals, exam papers, leisure reading

material, DVDs (17)• Space for: individual study, group work, postgraduates (15)• Noise (13)• Staff: unfriendly, uninformed, bad attitude, abilities, too few (8)• Overcrowded (6)• Information literacy and general guidance (6)• Interior to be upgraded (2)• Marketing• Frustration of missing books• Signage



Documents

LibQUAL Survey 2009 - Department of Library Services · 1 LibQUAL Survey 2009 Monica Hammes, Gerda Beukes & Rayno Geyser University of Pretoria, South Africa LibQUAL +® 2009 Report: