Category Archives: Feedback

New 24/7 online UTAS Library service

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UTAS Library is very pleased to introduce a new online 24/7 self-service reference and feedback service – a prepopulated database of frequently asked questions and answers, so you can search for answers yourself, plus the option for you to submit a new question or give us your feedback. You will receive an email response from us within 48 hours.
http://utas.libanswers.com/ or click on the FAQ + your feedback picture on the Library homepage

Library survey – what you said and what the Library is doing about it

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In September last year the Library surveyed clients to find out what you thought about our services and where we needed to improve what we do. You told us you really valued our online resources, Library staff and off-campus access to services and resources. You believe our staff treat you fairly, are approachable and helpful, and available to assist you.

You asked us to improve some things too – including being able to find a computer when you need one, making items easier to find on the shelves, easier searching for resources and more quiet places to study. We’ve been working on strategies to address these issues and thinking about how you can help us achieve them too.

Have you see the action plan on our web site? See what we’ve already done, what we plan to do and what you can do to make the improvements you told us you want.

More details of what you said in the survey and the reports of results are on the Library website.  Thank you to all who completed the survey – and congratulations to the lucky prizewinners!

Winner of $100 Coop Bookshop voucher Winner of Netbook Winner of $100 Coop Bookshop voucher

Winner of $100 Coop Bookshop voucher Winner of $150 Coop Bookshop voucher

Client survey results: what students told us

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UTAS Library conducted a major survey of its clients in late September to find out which aspects of Library services are of most importance to our clients and how we are performing in these areas.

3492 clients responded to the survey (an increase on the 2422 responses in 2008). Two thirds of responses were from undergraduates, just over one fifth of responses from postgraduates. The Library recorded an overall performance score of 76.2% – comparable to the 76.3% score from 2008. The overall satisfaction rating was 5.37 out of 7, slightly down on the 5.43 achieved in 2008.

The Library will be further analysing the results and developing actions to address the areas identified for improvement. In summary, this is what our student clients  told us.

The survey results highlighted the following top five priorities (in order of importance):
Undergraduates

1.  Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs

2.  Library staff are approachable and helpful

3.  Library staff provide accurate answers to my questions

4.  Library staff are readily available to assist me

5.  When I am away from campus I can access the Library resources and services I need

 Postgraduates

1.  Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs

2.  Library staff provide accurate answers to my questions

3.  Library staff are approachable and helpful

4.  Library staff are readily available to assist me

5.  When I am away from campus I can access the Library resources and services I need
Students believed the Library performed best in:
Undergraduates

1.  Library staff treat me fairly and without discrimination

2.  Library staff are approachable and helpful

3.  Library staff provide accurate answers to my questions

4.  Library staff are readily available to assist me

5.  Face-to-face enquiry services meet my needs

 Postgraduates

1.  Library staff treat me fairly and without discrimination

2.  Library staff are approachable and helpful

3.  Library staff provide accurate answers to my questions

4.  Library staff are readily available to assist me

5.  Face-to-face enquiry services meet my needs
Students believed the Library most needed to improve levels of service in these areas:
Undergraduates

1.  A computer is available when I need one

2.  The items I’m looking for on the Library shelves are usually there

3.  I can find a quiet place in the Library to study when I need to

4.  Laptop facilities (e.g. desks, power) in the Library meet my needs

5.  Online resources (e.g. journals, databases, ebooks) meet my learning and research needs

 Postgraduates

1.   A computer is available when I need one

2.  Online resources (e.g. journals, databases, ebooks) meet my learning and research needs

3.  The items I’m looking for on the Library shelves are usually there

4.  Information resources located in the Library (e.g. books, print journals, DVDs) meet my learning and research needs

5.  The Library catalogue is easy to use

Full survey results and a report from the (Acting) University Librarian will be published on the Library’s website and blog postings used to report results and planned actions.

Client survey prize winners notified

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The UTAS Library recently conducted an online client survey, seeking feedback on aspects of Library services and collections and our performance in these areas.

Thank you all very much for taking the time to respond to our survey – and for entering the prize draw by submitting your name and student number at the end of the survey.

The survey provider has randomly drawn prize winners for us and they have been notified by email. We hope to show you pictures of them receiving their prizes very soon.

We’ll also be posting about the survey results very soon – watch this space to see what you told us!

What we’re doing about what you told us in the Survey – part 3

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This is what the Library is doing about the third issue you raised in last September’s Library survey:

that you need access to more computers to support study/research

  • Student computers in the Library are supplied and funded by the University, rather than the Library. We will be meeting with IT Resources soon to discuss what might be done to address the survey results. Many of you used the anonymous survey comments section to tell us what you want and we’ll be using that information in our discussions.
  • IT Resources are assessing the usage patterns of student computers so they can be located to best meed demand. Inveresk Learning Hub computers were rarely used and have already been relocated to the AMC and Launceston libraries.
  • The Library plans to investigate establishing a pool of lendable laptops in the Library and will be assessing the feasibility, risks and costs involved.

Look out for part 4 of what we’re doing about the issues you raised in the Library survey – coming soon!

What we're doing about what you told us in the Survey – part 2

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This is what the Library is doing about the second issue you raised in last September’s Library survey:

that course-specific resources should be easier to find and access

  • Subject guides to resources in specific subject areas have been revamped and not only lead you to the best Library resources for your area but allow you to leave comments and rate those resources. Check out the guides at: http://utas.libguides.com/index.php
  • The Library is planning a pilot project to create online unit reading lists with links to electronic versions of all reading list items. The online reading list would be accessible from MyLO and the Library’s catalogue. We’ll start with 3 units in Education and Nursing -and if the pilot is successful we’ll begin planning how we might do the same for all off-campus or online units.
  • We’re also investigating how to make Library resources and information more visible from within MyLO units.
  • Check out our new ‘how to…’ videos at http://www.utas.edu.au/library/online_tutorials/Onlinetutorials.html. The first 4 show you how to find reading list items in Reserve and eReserve, how to find journal articles and how to search our catalogue. We’ll be developing more of these helper videos during the year.

Look out for part 3 of what we’re doing about the issues you raised in the Library survey – coming soon!

What we're doing about what you told us in the Library survey – part 1

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Last September 2422 of you responded to our survey. In November, we let you know what you said. We promised to let you know what we’re doing to address the 4 issues you raised – and here’s the first you mentioned:

that the Library collection should include more of what you need

  • 11,500 books were added to the Library’s collections in 2008 and you can now find them in our catalogue.
  • 106 new journal, mostly ejournal, subscriptions will begin in 2009. Many of them will also come with access to content from recent years.
  • You now have access to hundreds of ejournals and ebooks in the JSTOR Arts & Sciences V & VI, and Life Sciences packages and Safari techbooks (great for IT books!)
  • We now have access to hundreds of ebooks but they are not always easy to find. This year we’ll focus on making ebooks easier to find in the catalogue.
  • You can now tell us what items you think we need – just fill out the suggestion form on the Library’s website and catalogue pages (http://www.utas.edu.au/library/0justus/request_purchaseForm.html)
  • The Faculty of Education has generously given the Library $20,000 to use in 2009 to improve the Education collection in Hobart, Launceston and Cradle Coast.
  • We’re investigating access to CAVAL’s store in Melbourne. This is a high-density, climate controlled store of nearly 1 million volumes of printed archive and research material. Requested articles would be delivered electronically to you.

Much of what the Library buys for the collection is paid for in US dollars – and we all know what’s happened to the exchange rate in recent months. This will inevitably have an impact on the funds available for buying new items in 2009 – we won’t be able to buy as much – but UTAS as a whole is investigating how to manage volatile exchange rates to minimise the impact of fluctuations.

Look out for part 2 of this series in a week or two…

What you told us in the Library Survey

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The recent Library survey results are in and thanks to the 2422 of you who responded (a large increase on our last survey in 2006).

Here’s a look at what you said:

  • You told us you love our staff – you rated them as most important.  You also rated our staff and how they serve you as our best performing areas.
  • Easy access to electronic resources, and a Library collection that meets your needs, were also very important areas.
  • You gave us an overall satisfaction mark of 5.43 out of 7, and an overall quality mark of 5.53 out of 7. These scores are slightly up on the 2006 ones (thank you!) and put UTAS in the top half of Australian university libraries that have done the same survey. Our overall score puts us in the top 25% of other libraries.

You also told us where you think we could improve.

  • that the Library collection should include more of what you need
  • that course-specific resources should be easier to find and access
  • that you need access to more computers to support study/research
  • that you need more individual seating

We’re listening and we are currently looking at what we can do to address the issues you’ve raised. We’ll let you know what we’re planning!

Library Survey 2008 winners

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Congratulations to the winners in the Library Survey draw for the iPod Touch and the $100 Co-op Bookshop vouchers

 

iPod Touch

David S.

 

$100 Co-op Bookshop vouchers

Vicki M.

Aimee H.

Tsz S.

Kate N.

 

All winners have been notified and presented with their prizes.

 

Thanks to everyone who participated in the Library Survey 2008.