Services & Policies - Fall 2002
The Results Are In...
- The Weinberg Memorial Library conducted a Web-based User Satisfaction Survey from August 2001 to May 2002. A similar survey was conducted in the fall semester of 1997. The results indicate that overall satisfaction with the Library is generally high and has been improving. Of those surveyed in 1997, 91% indicated overall satisfaction with the Library; in 2002, 97% indicated their satisfaction.
- Although some users would like greater access to the Library and its resources, the number of people who wanted longer hours decreased by approximately half (31 people in 1997, 17 in 2002). This change could be due to the greater availability of electronic resources, including the e-mail reference service, "'Ask a Librarian.
- Complaints about the photocopiers decreased by almost 70% (28 complaints in 1997 compared to only 6 in 2002) -- possibly because more journals are available over the Internet, decreasing the amount of photocopying, and also because of the new photocopiers the Library has acquired.
- Likewise, the number of people wanting more user instruction classes and handouts has decreased by more than half (from 19 in 1997 to seven in 2002). This change could be attributed to the availability of a PowerPoint instruction session and handouts over the Internet and to an increase in the number of "behind the desk" impromptu sessions between librarians and users. When a user comes to the Reference desk and needs extended help, the librarian has the user come behind the desk to work beside him or her on their research. These sessions may last from 15-45 minutes and are examples of the one-on-one instruction the Library is proud to offer.
- Negative comments about staff decreased by 80% (15 negative comments in 1997 compared to three negative comments in 2002). Since users have not gotten less demanding in their expectations, this must be an indication of improved customer service!One constant has been the number of requests for more group study space (14 requests in 1997 and 14 again in 2002) - although in 2002, one third of the respondents indicated that they would like the group study rooms open 24 hours a day.
- Overall, the improved ratings on these measures indicate that the Library has made a successful effort to address requests for service improvement.
- The following tables provide information on the actual use of the Library, which has also increased overall since 1997.
Bonnie Strohl
Library Use Statistics
Figure 1.
How many of your courses required substantial library-related research?
Number |
1997 |
2002 |
0 courses |
20% |
8% |
1-2 courses |
23% |
50% |
3-5 courses |
36% |
37% |
Figure 2.
How many times have you used the Library?
Frequency |
1997 |
2002 |
Not at all |
17% |
2% |
1-3 times a semester |
5% |
8% |
1-3 times a month |
16% |
20% |
1-3 times a week |
34% |
43% |
Almost daily |
26% |
28%* |
*1-3 times a day
Figure 3.
How often do you access the Library's catalog and databases outside the Library? ("Outside the library" can mean other labs on campus, dorm room, or off-campus.)
Frequency |
1997 |
2002 |
Not at all |
44% |
14% |
1-3 times a semester |
19% |
26% |
1-3 times a month |
20% |
34% |
1-3 times a week |
9% |
22% |
Almost daily |
5% |
5%* |
*1-3 times a day