libqual survey 2009 - department of library services · 1 libqual survey 2009 monica hammes, gerda...
TRANSCRIPT
1
LibQUAL Survey 2009LibQUAL Survey 2009
Monica Hammes, Gerda Beukes & Rayno GeyserUniversity of Pretoria, South Africa
LibQUAL +® 2009 Report: Faculty Libraries outside Merensky
2
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
4
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
5
Jotello F Soga Library: Action plan (2)Jotello F Soga Library: Action plan (2)
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)
6
Jotello F Soga Library: Action plan (3)Jotello F Soga Library: Action plan (3)
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)
7
Jotello F Soga Library UGJotello F Soga Library UG
0
1
2
3
4
5
6
7
8
9
AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 LP-3 LP-4 LP-5 Overall
9
Jotello F Soga Library PGJotello F Soga Library PG
0
1
2
3
4
5
6
7
8
9
AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 LP-3 LP-4 LP-5 Overall
11
Jotello F Soga Library ASJotello F Soga Library AS
0
1
2
3
4
5
6
7
8
9
AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 LP-3 LP-4 LP-5 Overall
13
Jotello F Soga Library AllJotello F Soga Library All
0
1
2
3
4
5
6
7
8
9
AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 LP-3 LP-4 LP-5 Overall
67
18 8 8 7 4 3 3 3 3 20102030405060708090100
Go
od
serv
ices o
ffere
d b
yli
bra
ry -
pers
on
nel
Need
bett
er
ele
ctr
on
icserv
ices
Tech
no
log
y L
ibra
ry b
ad
New
bo
oks
Ph
ysic
al
ap
peara
nce o
fli
bra
ry b
ad
Ph
ysic
al
ap
peara
nce o
fli
bra
ry g
oo
d
Mo
re s
tud
y a
reas
No
ise l
evels
in
lib
rary
Bo
oks s
ho
w i
n b
ut
no
t o
nsh
elf
Tra
inin
g r
eg
ard
ing
serv
ices
Go
od
ele
ctr
on
icd
ata
basis
%
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
Base size
96
18
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
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
20
Education Library: Action plan (1)Education Library: Action plan (1)Feedback to clients- feedback 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
21
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
22
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
study area
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
Education Library: UGEducation Library: UG
0
1
2
3
4
5
6
7
8
9
AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 LP-3 LP-4 LP-5 Overall
Education Library: PGEducation Library: PG
0
1
2
3
4
5
6
7
8
9
AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 LP-3 LP-4 LP-5 Overall
Education Library: ASEducation Library: AS
0
1
2
3
4
5
6
7
8
9
10
AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 LP-3 LP-4 LP-5 Overall
Education Library: AllEducation Library: All
0
1
2
3
4
5
6
7
8
9
AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 LP-3 LP-4 LP-5 Overall
57
23
7 6 6 4 4 4 2 2 2 20
102030405060708090
100
Go
od
serv
ices o
ffere
d b
yli
bra
ry -
pers
on
nel
Tech
no
log
y L
ibra
ry b
ad
Mo
re s
tud
y a
reas
Need
bett
er
ele
ctr
on
icserv
ices
Ph
ysic
al
ap
peara
nce o
fli
bra
ry b
ad
No
ise l
evels
in
lib
rary
Lib
rary
sta
ff -
un
frie
nd
ly
Tech
no
log
y M
ino
lta b
ad
New
bo
oks
Go
od
ele
ctr
on
icd
ata
basis
Tra
inin
g r
eg
ard
ing
serv
ices
Passw
ord
pro
ble
ms
%
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
Base size
136
Analysis of comments by Rayno Geyser
38
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)
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
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
40
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.
O R Tambo Law Library : UGO R Tambo Law Library : UG
0
1
2
3
4
5
6
7
8
9
AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 LP-3 LP-4 LP-5 Overall
O R Tambo Law Library: PGO R Tambo Law Library: PG
0
1
2
3
4
5
6
7
8
9
10
AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 LP-3 LP-4 LP-5 Overall
O R Tambo Law Library: ASO R Tambo Law Library: AS
0
1
2
3
4
5
6
7
8
9
AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 LP-3 LP-4 LP-5 Overall
O R Tambo Law Library: ALLO R Tambo Law Library: ALL
0
1
2
3
4
5
6
7
8
9
AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 LP-3 LP-4 LP-5 Overall
Faculty Libraries: Law
Word cloud of Comments for O R Tambo Law LibraryLibrary http://www.wordle.net/
57
1913 12 9 8 6 4 4 3 3 2
0102030405060708090
100
Go
od
serv
ices o
ffere
d b
yli
bra
ry -
pers
on
nel
Tech
no
log
y L
ibra
ry b
ad
No
ise l
evels
in
lib
rary
Mo
re s
tud
y a
reas
Ph
ysic
al
ap
peara
nce o
fli
bra
ry b
ad
Lib
rary
sta
ff -
un
frie
nd
ly
New
bo
oks
Go
od
ele
ctr
on
icd
ata
basis
Tra
inin
g r
eg
ard
ing
serv
ices
Need
bett
er
ele
ctr
on
icserv
ices
Tech
no
log
y M
ino
lta b
ad
Lib
rary
web
sit
e p
rob
lem
s
%
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
Base size
102
Analysis of comments by Rayno Geyser
56
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
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
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
58
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
Health Sciences Libraries: UGHealth Sciences Libraries: UG
0
1
2
3
4
5
6
7
8
9
AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 LP-3 LP-4 LP-5 Overall
Health Sciences Libraries: PGHealth Sciences Libraries: PG
0
1
2
3
4
5
6
7
8
9
AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 LP-3 LP-4 LP-5 Overall
Health Sciences Libraries: ASHealth Sciences Libraries: AS
0
1
2
3
4
5
6
7
8
9
AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 LP-3 LP-4 LP-5 Overall
Health Sciences Libraries: ALLHealth Sciences Libraries: ALL
0
1
2
3
4
5
6
7
8
9
AS-1 AS-2 AS-3 AS-4 AS-5 AS-6 AS-7 AS-8 AS-9 IC-1 IC-2 IC-3 IC-4 IC-5 IC-6 IC-7 IC-8 LP-1 LP-2 LP-3 LP-4 LP-5 Overall
Faculty Libraries: Health Sciences
Word cloud of Comments for Health Sciences Librarieshttp://www.wordle.net/
57
1813 11 11
4 4
0
10
20
30
40
50
60
70
80
90
100
Good
serv
ices
off
ere
d b
ylibra
ry -
pers
on
nel
Tech
nolo
gy
Lib
rary
bad
Need b
ett
er
ele
ctro
nic
serv
ices
More
stu
dy
are
as
Good
ele
ctro
nic
data
basi
s
New
books
Tech
nolo
gy
Min
olt
a b
ad
%
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:
- Technology in the library – 18%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.
- The need for better electronic services – 13%10% 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.
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
Base size
56
Analysis of comments by Rayno Geyser
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:
- Technology in the library – 33%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.
- The need for better electronic services – 33%10% 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.
4. Klinikala Library
33 33 33
0
10
20
30
40
50
60
70
80
90
100
Good
serv
ices
off
ere
d b
ylibra
ry -
pers
on
nel
Tech
nolo
gy
Lib
rary
bad
Need b
ett
er
ele
ctro
nic
serv
ices
%
Klinikala (3)Base size
3
Caution:
Low Base size
Analysis of comments by Rayno Geyser
65
159 9 7 6 6 5 5
0
10
20
30
40
50
60
70
80
90
100
Good
serv
ices
off
ere
d b
ylibra
ry -
pers
on
nel
Tech
nolo
gy
Lib
rary
bad
Need b
ett
er
ele
ctro
nic
serv
ices
Ph
ysi
cal
appeara
nce
of
libra
rybad
Tech
nolo
gy
Min
olt
a b
ad
More
stu
dy
are
as
New
books
Nois
e levels
in lib
rary
Good
ele
ctro
nic
data
basi
s
%
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:
- Technology in the library – 15%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.
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.
4. Medical Library
Base size
213
Analysis of comments by Rayno Geyser
50 50
0
10
20
30
40
50
60
70
80
90
100
Good
serv
ices
off
ere
d b
ylibra
ry -
pers
on
nel
New
books
%
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
Caution:
Low Base size
Base size
2
Analysis of comments by Rayno Geyser
76
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
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
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