jill taylor roe
DESCRIPTION
TRANSCRIPT
University Library
Jill Taylor-Roe,Head of Planning & Resources and Deputy Librarian.Newcastle University Library
JIBS Ebooks Seminar, 26 Nov, 2013
Trying to keep the customer satisfied – how PDA can help
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Topics to be covered
Why we care about customer satisfaction
How we measure it How we use what we learn How PDA may help Where we go from here…
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Why we care about Satisfaction (1)
We are an Academic Service which exists to: “support the University’s learning and
teaching, research, innovation and engagement by providing resources and professional expertise to enable the effective discovery and use of information and the development and communication of knowledge”
(Taken from Newcastle University Library Strategic Planning Statement)
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Why we care about Satisfaction (2)
Because we are a SERVICE industry, so we should care!
Easier to argue for more resources if you can demonstrate you are delivering service/added value
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How we measure satisfaction with our resources and services (1)
External validation: e.g. Chartermark – 1st UK Uni Library to win one, 5 in
total Customer Service Excellence Times Higher Award 2011 – Outstanding Library
Team National Student Satisfaction Survey (NSS)– joint 5th
in 2013 International Student Barometer (ISB) – 1st in Russell
Group for physical library, 7th for online library Postgraduate research survey ( PRES) Postgraduate
taught Survey, (PTES)
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How we measure satisfaction with our resources and services (2) – tell us what you think
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How we measure satisfaction with our resources and services (3) – KPIs
Value for money Target Current position (2011-12)
KPI1 Expenditure on information as % of total library expenditure
50% 49.13%
KPI2 Expenditure on staff as % of total library expenditure
42% 40.23%
Efficiency
KPI3 Self-service loans as % of total loan transactions
90% 90.02%
Effectiveness
KPI4 NSS score Question 16 90% 90%
KPI5 ISB score: Physical library
Online library
90%90%
94.3%92.1%
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A cautionary note…
Positive feedback is much appreciated, and
is just reward for staff who work so hard to deliver good service …. However… Always scope for improvement, Cannot please everyone *Never* be complacent Always look for further improvement
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How we use what we learn
Feedback from users regarding lack of library space and lack of IT informed major 2 yr refurb plan
Feedback from users regarding lack of journals informs future acquisitions
Feedback on lack of bookstock has always been harder to address because it is seldom specific enough …
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Typical comments from the National Student Satisfaction Survey ( NSS)
“The Library does not have enough books”
“Books for our course are expensive and there aren’t enough copies in the library for everyone”
“Insufficient main texts in the library...”
“not enough books for my essay”
“we need more core texts”
“There are never enough books for our course”
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How did we usually respond to this feedback?
Worked hard to secure more student input re book selection
Engage with staff student committees Tell us which books we lack! Reduced “just in case” provision Increased multiple copy provision of core texts Reviewed loan categories All of which help – but we still receive
complaints....
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Is PDA the answer?
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Why were patron-led ebooks so attractive to add to the mix?
Little evidence that simply acquiring more print books made any real difference to student perceptions
Increasing pressure on library space concept of only paying for what you
use very attractive 2009/10 PVC Teaching and Learning
wanted an “innovative project” to support student needs
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Early days
£7Ok start up fund 100,000 + ebook catalogue records
loaded Minimal profiling Soft launch, Feb 2010 3 loans per person per day 1 or 7 day loan
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Result? – almost too successful...
wk2 wk4 wk6 wk8wk1
0wk1
2wk1
4wk1
6wk1
8wk2
0wk2
2wk2
40
200
400
600
800
1000
1200
63
1090
65
Weekly Usage Trend Feb-July 2010
autop-urchasesSTL (Loans)
Requ
ests
Users loved it£37K spent in March alone!Numerous tweaks made to limit demand e.g. reduce loans per day,introduce mediation
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So how did we make it sustainable?
Better profiling of the collection Removal of 505 field from EBL bib
records so that all our ebook collections are equally exposed to view
Revealed costs to users- even though library pays
Turned off downloading for non-owned items
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Where are we now? Yr 4 of established service
aug sep oct nov dec jan feb mar apr may jun jul0
5000
10000
15000
20000
25000
30000 monthly spend on EBL loans
2009/102010/112011/122012/132013/14
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Where are we now? Yr 4 of established service
aug sep oct nov dec jan feb mar apr may jun jul0
1000
2000
3000
4000
5000
6000
7000
8000
9000
10000
monthly spend on EBL autopurchases
2009/102010/112011/122012/132013/14
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More sustainable expenditure pattern
aug sep oct nov dec jan feb mar apr may jun jul0
5000
10000
15000
20000
25000
30000
35000
40000
monthly spend on EBL loans and autopurchases
2009/102010/112011/122012/132013/14
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Heaviest users of patron-led ebooks
AFRDArts & Cultures
Biology Biomedical Sciences
CEAMCEG
ChemistryComp SciDentistry
ECLSEECEGPS
Hist Studies Law
Library MASTMaths
Mech EngMed Scis
SMLNUBS
PsychologySAPLSELL
0 50 100 150 200 250 300 350 400 450
Series1
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Carving up the Acquisitions Budget
Proportion of ebk fund devotedto patron-led 2012/13 (c 40%)
ebookspendpatron led ebk spend
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Extending patron led to the Print bookfund
Initial Pilot 2011/12 Allocated prev yr’s overdue income ( circa
£60K) 2 strands – high demand items ( reading list
material) Books required for by individual students
( dissertation topics) Minimum referral – only very expensive books
referred to liaison librarians 2013/13 – circa £37K spent – around 1000 titles
purchased
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NUBS GPS HIST SACS SAPL ECLS SELL SML0
50
100
150
200
250
300
350 Heaviest users of print patron-led over the last 3 yrs
Series1
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Dividing up the print book fund
Proportion of print bookfund devoted to patron-led 2012/13 ( c 10%)
print bkspendpatron led print spend
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What have we learnt along the way? (1) Top Ten Schools who use the patron led service are: Business School Geography, Politics & Sociology Arts & Cultures Agriculture, Food and Rural Development Historical Studies Education, Communication and Language Sciences Business School English Literature, Language & Linguistic Studies Modern Languages Law Medical Sciences NSS library scores for 6 of these schools went up in
2012 Most have remained high or improved in 2013
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NSS scores for 2 of our heaviest users
Newcastle Business School (NUBS)
NSS scores 2010 2011 2012 2013 Economics 94 96 94 90Bus Studies 95 74 88 94Marketing 81 85 88 93Management 78 69 94 96Accounting 88 84 88 94
Geography, Politics and Sociology (GPS)
NSS scores 2010 2011 2012 2013Geog & Env Sci 84 85 93 94Geography 82 75 94 92Politics 80 84 85 93Sociology 79 67 74 96
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What have we learnt along the way? (2)• Circa 50% of the top 100 EBL titles are on
Reading Lists• Circa 25% of the top 100 EBL titles feature on
high holds lists
• the remaining titles do not feature in any of our high demand print collections
• ILL expenditure has declined at around £10K per annum since we introduced EBL
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Where we go from here…
Multi-yr analysis of usage trends by subject Review subsequent use of patron selected
stock - how does it compare with academic/library selected material?
Experiment with % share between patron led and academic-led stock selection – should it be 50:50?
Further analysis of impact of PDA on user satisfaction levels
Experiment with different vendors
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But this is only the beginning…
We need to … Innovate – liberate ebooks from print
procurement models Re-Create - Break them down/mash
them up Observe and reflect on user behaviour Listen to feedback Be brave! – don’t be afraid of further
experiments …
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Conclusions: Trying to keep the customer satisfied…
Is… Challenging, but also Essential to our service ethos A spur to creativity and innovation A work in progress Rewarding when we get it right
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Why is it challenging?
Library budgets still largely unable to keep pace with the many demands placed upon them
Annual growth in journal prices still persistently ahead of CPI and RPI
Bulk of resources budget now devoted to recurrent expenditure, much of it VATable
New subject interests typically emerge faster than old ones decline
Inflexibility of many big deals which account for lion’s share of the budget
Heightened user expectation, especially since higher fees introduced
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But don’t despair… We’ve come a long way since the C19…
The Library service of 1894 could scarcely be said to be responsive to student needs...
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We have come along way, but we can go further!
