University of Alberta Libraries
University of Alberta
Student Survey -- 2006 Results Summary
What do students expect from the U of A Libraries?
How well are we meeting those expectations?
- Introduction
- Who participated?
- Incentives
- What did we learn?
- What is most important?
- Where are library services the furthest from the desired level of service?
- What will the Library be doing in response?
- Student and Faculty Feedback
- Communication about Library Services
- What Next?
Introduction
For the past five years, the University of Alberta Libraries has used the LibQUAL+ survey tool to gauge student satisfaction with the Library's collections and services.
The information this survey provides is key to improving our services. We appreciate the thoughtful feedback and insight provided by all of our survey participants. Thank you for taking the time to assess the Library to help improve the quality of our resources and services for you.
The survey measures satisfaction with library services by asking participants to assess three things:
- Minimum acceptable service levels;
- Desired service levels; and
- The service levels that they perceive the library is providing.
The survey measures perceptions of three areas of library service:
- Information Control (collections, ease in finding and accessing information, library hours);
- Affect of service (staff and service issues); and
- Library as "place" (study and work space, and buildings issues).
In 2006, the University of Alberta Libraries was one of 301 research libraries from Canada, the U.S., Australia, South America and across Europe that used the LibQUAL+ survey tool. We invited a random sample of 2500 individuals to complete the survey. This group was comprised of University of Alberta undergraduate students and graduate students. We received 470 returns for a 19% overall response rate.
As an incentive, respondents could enter their email address into a drawing for one of several prizes. The project-wide prize was not won by a University of Alberta respondent, but congratulations go out to Shahzina Kassam Karmali as the winner of our local draw for an iPod nano.
Overall, the survey results continue to indicate that the University of Alberta Libraries have strong collections and provide good service. In each of our survey years, results in many areas exceed respondents' minimum expectations for service. However, there are some specific service areas of concern. Survey respondents identify room for improvement in the following areas:
- Increasing electronic collections (particularly e-journals) and print collections, and
- Improving and simplifying searching and access to electronic resources.
Undergraduate students also reported concern with lack of both silent and group study areas, outdated and uncomfortable study spaces in need of maintenance, and extending library hours of operation. Improving the timeliness of interlibrary loan services is of additional concern to graduate students.
While respondents appreciate the coverage of electronic resources currently provided, their expectations for increased access to electronic resources are very high.
The survey questions in the areas describing students' abilities to access and make independent use of library collections are viewed as the most important to all students. Providing electronic resources is only a part of the solution as continuing to develop ways to make access to these resources as straightforward as possible and minimizing barriers to easy and independent access is a priority. The expectation is that electronic access and searching is easy, fast and reliable.
Positive results were also received about the library's knowledgeable and service-oriented staff and the quality of the interactions in providing library services to students. However, respondents did note some service inconsistencies and specific service issues that need addressing.
In addition to the survey question data, we have extensive written comments from over 40% of the students that answered our LibQUAL+ survey. We appreciate that respondents took the time to share their views and experiences about the library and its collections and services with us.
What is most important? (in priority order)
Undergraduate students:
- Making electronic resources accessible from my home or office
- Print and / or electronic journal collections I require for my work
- Modern equipment that lets me easily access needed information
- Convenient business hours
- A library website enabling me to locate information on my own
- The electronic information resources I need
- Easy-to-use access tools that allow me to find things on my own
- Making information easily accessible for independent use
Graduate students:
- Print and / or electronic journal collections I require for my work
- Making electronic resources accessible from my home or office
- The electronic information resources I need
- A library website enabling me to locate information on my own
- Easy-to-use access tools that allow me to find things on my own
- Timely document delivery / interlibrary loan
- Making information easily accessible for independent use
- Modern equipment that lets me easily access needed information
- The printed library materials I need for my work
Where are library services the furthest from the desired level of service? (listed from furthest first)
Undergraduate students:
- Making electronic resources accessible from my home or office
- Availability of online help when using my library's electronic resources
- The electronic information resources I need
- Print and/or electronic journal collections I require for my work
- A library website enabling me to locate information on my own
- Informing me of useful library services
- Easy-to-use access tools that allow me to find things on my own
Graduate students:
- Timely document delivery / interlibrary loan
- Print and / or electronic journal collection I require for my work
- The electronic information resources that I need
What Will the Library Be Doing In Response to These Survey Findings?
We have already begun investigating options for making service improvements in the areas of concern raised in the survey results. Some of the highlights are:
- The library considers the transition to electronic full text of journal and conference literature to be a priority. We are aggressively purchasing access to electronic resources, where available.
- In 2006, we conducted usability testing and user-experience interviews with undergraduate and graduate students to better understand how we can improve our electronic services from our students' perspective. We will be launching a new library Web site in Fall 2006 that has a simplified design and some new search options and services that are designed to address concerns noted in our testing and student interviews.
- Over 2006 / 07, we will also be making changes to the Cameron Library building to allow for more student-centered spaces. In 2005, the Knowledge Common expansion was completed and it included the addition of multiple group study rooms and new computers.
- In 2004, our hours of service were increased in our four large campus libraries opening until 10pm on Sundays and on statutory holidays. Starting in January 2006, the Rutherford, Cameron, Education and Scott Libraries Saturday hours were increased to 9:00am-6:00pm during Fall and Winter terms. While our final exam period 24hr study hours will continue in the Rutherford South Reading Room, starting in December 2005, the Scott Library will also be open until midnight during exam periods over the Winter term.
Student and Faculty Feedback
User assessment and feedback make a critical contribution to our planning and decision-making. This survey project is helping to provide a systematic mechanism to gather, define and measure library service quality. In addition to this annual survey however, we also conduct focus groups and usability testing in areas of greatest concern. Watch for calls for participation on our Web site and in The Gateway.
We encourage students and faculty members to let us know at any time if we are meeting your expectations. Please contact your liaison librarian or send general comments via the Librarys Suggestion Box.
Communication about Library Services
The survey results confirm our understanding that we must continue to find better ways to communicate library collections and services information to our campus community. We will be investigating and experimenting with methods for letting you know about new initiatives and improvements.
What Next?
We will be participating in the LibQUAL+ initiative again in 2008 to generate comparative data for further service improvement. Watch for an invitation to participate in the Spring of 2008! We will use the results and feedback from these initiatives to inform and help shape our plans and to carry out improvements based on student needs.
For more information about the survey and survey results, please contact:
Allison Sivak
Interim Assessment Librarian
492-7324, allison.sivak@ualberta.ca
Those interested in learning more about the research associated with this survey may visit the LibQUAL+ web site maintained by ARL.
March 2007
