nvbf reykjavik june 2004alice nørhede/copyright 2004 user-surveys in libraries: friend or foe? a...
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NVBF Reykjavik June 2004 Alice Nørhede/Copyright 2004
User-surveys in libraries: Friend or foe?
A never-ending case story from The Danish Pharmaceutical Library, 2001- ?
NVBF Reykjavik June 2004 Alice Nørhede/Copyright 2004The Danish University of Pharmaceutical Sciences
The Danish University of Pharmaceutical Sciences
NVBF Reykjavik June 2004 Alice Nørhede/Copyright 2004The Danish University of Pharmaceutical Sciences
The Library
NVBF Reykjavik June 2004 Alice Nørhede/Copyright 2004The Danish University of Pharmaceutical Sciences
A big problem for a small library
Chemistry/Physical Chemistry
30%
Chemistry/Physical Chemistry
30%
Master Thesis10%
Master Thesis10%
Elective Courses
10%
Elective Courses
10%Internship(Pharmacy)
10%
Internship(Pharmacy)
10%Social Pharmacy10%
Social Pharmacy10%
Pharmaceutics10%
Pharmaceutics10%
Biology/Pharmacology
20%
Biology/Pharmacology
20%
NVBF Reykjavik June 2004 Alice Nørhede/Copyright 2004The Danish University of Pharmaceutical Sciences
As seen by the library..
SWOT analysis
Weakness Threats
OpportunitiesStrength
*Human Resources
*Economy*Big library is Neighbour*Lack of space
*Electronic Resources*Individual Services*Size of Organisation
*Broad and Fast Changing Research Area
Opportunities Strengths
Weakness Threats
NVBF Reykjavik June 2004 Alice Nørhede/Copyright 2004The Danish University of Pharmaceutical Sciences
As seen by users….
Benchmarking between libraries – over-all satisfaction 2001
NVBF Reykjavik June 2004 Alice Nørhede/Copyright 2004The Danish University of Pharmaceutical Sciences
2001Reactions to…
– Alarm among library staff
– Writings in Internal Journal
– Presentations in Danish and International Library
Environment
NVBF Reykjavik June 2004 Alice Nørhede/Copyright 2004The Danish University of Pharmaceutical Sciences
Identify problems - satisfaction
Impact on satisfaction 2001,3,2,10,0
90
80
70
60
50
Technical facilities
Other services Electronic resources
Printed materials
Human resources
I
N
D
E
XLibrary environment
NVBF Reykjavik June 2004 Alice Nørhede/Copyright 2004The Danish University of Pharmaceutical Sciences
Identify problem - loyalty
I
N
D
E
X
Impact on loyalty
,3
,2
,1
0,0
90
80
70
60
50
Library environment
Technical facilities
Electronic resources
Printed materials
Human resourcesI
n
d
e
x
Other
services
NVBF Reykjavik June 2004 Alice Nørhede/Copyright 2004The Danish University of Pharmaceutical Sciences
Problems – library environment
,14
,12
,10
,08
0,06
Ind
ex
90
80
70
60
50
Info materials sufficient
Opening hours
Indoor climategood
Nice and clean rent
Pleasant atmosphere
Nice meeting point
Peaceful enough
Enough reading room seats
Good design
Relative importance of library environment 2001
0,160,10 0,12
NVBF Reykjavik June 2004 Alice Nørhede/Copyright 2004The Danish University of Pharmaceutical Sciences
What is wrong with printed materials?
“Do the materials in the library meet your requirements?”
•Students 5,2•Faculty 3,51
“The range of periodicals in my field of interest is generally adequate ”
•Students 5,16•Faculty 3,46
” Normally the material I want is available in the library”
•Students 4,76•Faculty 3,83
NVBF Reykjavik June 2004 Alice Nørhede/Copyright 2004The Danish University of Pharmaceutical Sciences
What is wrong with printed materials?
Relative importance to collection of printed publications 2001
,22,20,18,16,14,12,10,08,06,04
Index
90
80
70
60
50
Find materials on the shelves
Suitable borrowing times
Getting materials from other libraries
Materials in-house
Collection of Journals sufficient
Collection of
books sufficient
Ordered
materials
Easy to make reservationsEasy to re-
borrow
Easy to borrow
NVBF Reykjavik June 2004 Alice Nørhede/Copyright 2004The Danish University of Pharmaceutical Sciences
Problems – electronic resources
Relative importance of electronic resources 2001
,24,22,20,18,16,14,12,10
Inde
x
72
70
68
66
64
62
60
58
56
Catalogue easy to use
Info about use of electronic resources easy to understand
Homepage has relevant info
Homepage easy to navigate
Guide to Internet satisfactory help
Adequate in my fields of interest
NVBF Reykjavik June 2004 Alice Nørhede/Copyright 2004The Danish University of Pharmaceutical Sciences
Remote access and FARM
Question: ” It is important to have access to the electronic
resources of the library from home”
Students: 98 out of 134 had marked 5, 6 or 7
Question: ” The library’s catalogue FARM is easy to use”
Students: 29 out of 134 did not answer, 46 marked 1-4,
56 marked 5-7
Faculty: 28 out of 75 did not answer, 23 marked 1-4,
24 marked 5-7
NVBF Reykjavik June 2004 Alice Nørhede/Copyright 2004The Danish University of Pharmaceutical Sciences
Actions 2001
•Increased funding for electronic journals and databases•Increased funding for books in specific areas•Invitation to suggest books and journals for the library to buy•IT-department contacted regularly to encourage remote access
facilities for students•Design of the library’s homepage had to be improved.•Shelving needed attention•Better competencies among staff•Intensified introduction and teaching in using the library catalogue•Opening hours extended four mornings and two evenings.
NVBF Reykjavik June 2004 Alice Nørhede/Copyright 2004The Danish University of Pharmaceutical Sciences
2003 A new survey…
User
loyalty
User valueOther
factors
Other
services
Electronic
resources
Index
90
80
70
60
50
79
67
60
85
72
64
71
67
71
80
65
57
82
69
65
60
6462
2001
2003
The Danish
Pharmaceutical Library
Survey 2001 – red
Survey 2003 - green
NVBF Reykjavik June 2004 Alice Nørhede/Copyright 2004The Danish University of Pharmaceutical Sciences
2003 Reactions to…
– Alarm among library staff
– Writings in Internal Journal
– Presentation to University Board
NVBF Reykjavik June 2004 Alice Nørhede/Copyright 2004The Danish University of Pharmaceutical Sciences
Identify problems - satisfaction
,4,3,2,10,0
100
90
80
70
60
50
Library environment
Technical facilities
Other services Elektronic resources
Materials
Human resources
Impact on satisfaction 2003
NVBF Reykjavik June 2004 Alice Nørhede/Copyright 2004The Danish University of Pharmaceutical Sciences
Identify problems - loyalty
,3,2,10,0
100
90
80
70
60
50
Library environment
Technical facilities
Other services
Elektronic resources
Printed materials
Human resources
Ind
ex
Impact on loyalty 2003
NVBF Reykjavik June 2004 Alice Nørhede/Copyright 2004The Danish University of Pharmaceutical Sciences
Problems - printed materials
,20,18,16,14,12,10,08,06,04
100
90
80
70
60
50
Relative importance - materials 2003
Inde
ks
Easy to find materials
Requested materials arrives quickly
Suitable borrowing times
Easy to reborrow
Easy to make reservations
Easy to borrowGood in obtaining materials
Materials at shelves
Collection of periodical sufficient
Collection of books sufficient
Easy to return books
NVBF Reykjavik June 2004 Alice Nørhede/Copyright 2004The Danish University of Pharmaceutical Sciences
Problems – electronic resources
,3,2,10,0
100
90
80
70
60
50
Ind
ex
FARM easy to use Info about use
of electronic
resources
easy to
understand
Bibliotek.dk easy to use
Adequate in my fields of interest
Bibliotek.dk good facility Home page relevant info
Access dfuni.dk effective
Home page easy to navigate
Relative importance of electronic resources 2003
NVBF Reykjavik June 2004 Alice Nørhede/Copyright 2004The Danish University of Pharmaceutical Sciences
Remote access and FARM 2003
Question: ” It is important to have access to the electronic
resources of the library from home”
Students: 120 out of 136 had marked 5, 6 or 7
Question: ” The library’s catalogue FARM is easy to use”
Students: 18 out of 136 did not answer, 25 marked 1-4,
93 marked 5-7
Faculty: 23 out of 68 did not answer, 15 marked 1-4,
29 marked 5-7
NVBF Reykjavik June 2004 Alice Nørhede/Copyright 2004The Danish University of Pharmaceutical Sciences
Opening hours - students
Survey 2001
4,3
62 students out of 134 answered 1-4, 67 answered 5-7
Survey 2003
5,0
40 students out of 136 answered 1-4, 96 answered 5-7
NVBF Reykjavik June 2004 Alice Nørhede/Copyright 2004The Danish University of Pharmaceutical Sciences
Do they use the library and the resources? (2003)
”How many times did you use E-resources from your work
place at DUPS within the last month?”
Faculty: 54 out of 68 used it more than 10 times
”How often do you visit the library”
Students: 55 out of 136 one or more times a week, 61 once every
2nd or 3rd week – researchers: 54 used it more than once a month
When they go to the library, students borrow printed materials
(106), use e-resources (120), are reading (81) – researchers borrow
printed materials (54)
NVBF Reykjavik June 2004 Alice Nørhede/Copyright 2004The Danish University of Pharmaceutical Sciences
Benchmarking 2003
Dan.National Lib.Med.Sci. State Library Royal Lib.Ålborg Uni.Lib.. Dan.Pharm.Lib. Architecture Lib. Public library, O Public Music Lib. Public Lib. S
Electronic
resources
Printed
materialsTechnical facilities
User
loyalty
User
satisfaction
User
value
Human
resources
Library
environment
NVBF Reykjavik June 2004 Alice Nørhede/Copyright 2004The Danish University of Pharmaceutical Sciences
Actions 2003
• More resources and better presentation of area “electronic
resources”• Better information to faculty and students about services that
facilitates quick access to materials from other libraries• Improvements of web site in clarity and usability• Working for better reading facilities and more space• Individualised services
NVBF Reykjavik June 2004 Alice Nørhede/Copyright 2004The Danish University of Pharmaceutical Sciences
Comments in surveys
•2001 Many comments and advices
152 expressed opions about what they liked best in the library -
0ver 100 had other comments and good advices, 28 positive statements about the
staff. Many negative comments about both printed and electronic materials
•2003 Many comments and advices
160 users had comments on the question “What do you think is the best thing
about the library?
46 were positive statements about the human side of library service.
28 were positive about the electronic journals.
Quite many made positive comments about the new opening hours and electronic
resources such as specific databases.
32 users pointed out that the nice atmosphere and the reading facilities are a
comfort to them
52 had comments and good advices – concentrating on more electronic
resources (researchers) , a reading room and more pc’s (students)
NVBF Reykjavik June 2004 Alice Nørhede/Copyright 2004The Danish University of Pharmaceutical Sciences
Conclusions
•User surveys are useful
•Surveys are necessary if library
wants to create useful services in
a digital environment
•Library must react to problems
•Strategy was right
•All obstacles cannot be moved by
library alone
NVBF Reykjavik June 2004 Alice Nørhede/Copyright 2004The Danish University of Pharmaceutical Sciences
CONTACT
The Danish Pharmaceutical Library
Universitetsparken 2,
DK-2100 Copenhagen
Denmark
Alice Nørhede
E-mail: [email protected]
http://www.dfuni.dk/bibliotek