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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 re
quests 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
