The Library regularly runs Library surveys to assess levels of satisfaction with current services and find out what service improvements students and staff would like us to provide. It also participates in the triannual TILS Online survey.
The information gathered from these surveys is used to set priorities for planning, management of Library resources, and staff development and training. Here you can find out how the Library makes changes to services in response to survey results.
Please remember, you can comment on our services at anytime through our Tell us online suggestion box. Unless otherwise requested, we will respond to these comments to the individual.
2008 "Did you find it?" Survey
Background
During late April/early May of 2008 approximately 900 individuals completed the 'Did you find it?' Survey when they visited either the Gardens Point, Kelvin Grove or Law branch Libraries. The survey asked clients whether they found the print resource they were looking for during their visit to the Library. If they were unsuccessful in finding the material, they were asked to provide a reason for why they did not find it.
Results
The overall results are very positive: approximately three quarters of respondents immediately located the material they were looking for in the Library that they visited. Additionally, for all the items that were sought by clients, 96% were held within one of QUT's branch libraries.
Your comments
Survey respondents provided more than 500 comments. Common requests for improvements included:
| What you said ... | Our response ... |
|---|---|
| We would like more laptops available for loan in the Law Library | The Library has purchased additional laptops for use in the Law Library. It is anticipated that they will be available for hire later in 2008. |
| Call numbers are sometimes confusing - can you make it easier to understand? | The Library has developed a number of materials to help clients find the resources they are seeking using call numbers. Signage, bookmarks and help cards are available in each Library which provide information to aid as a guide in locating materials. Additionally, Library staff are always willing to provide assistance. |
| We want all books to be available in all branch libraries | Unfortunately, it is not financially or physically feasible to replicate the collection at each branch. This would restrict the ability for the Library to purchase all other required materials for students to fulfil their course requirements. There are also significant space limitations that would be impacted by this suggestion. However, the intercampus loan service exists for clients to be able to request an item to be transferred for pick-up at the campus of their choice. Items will generally be available for collection within 2-3 days of placing the request. Items on loan may take longer because the item has to be recalled and returned by the current client. |
2007 TILS Online Survey
Background
In August 2007 the Division of Technology, Information and Learning Support conducted its 3 yearly web-based survey to gauge the extent to which students are interacting with QUT’s electronic environment. The survey tested levels of usage, importance and satisfaction with selected electronic services. In 2007 the scope of the survey was extended to include physical spaces within the Library and student computing labs.
The survey was targeted at current students (with the exception of first year students) and was designed to give both quantitative and qualitative information. Library specific questions were related to:
- Library Catalogue
- Course Materials Database
- Library Databases
- Library Study Spaces
- Library Help Desk service
- The Ask a Librarian Service
Results
Your responses to this survey indicated a high level of importance and satisfaction with library services and overall results were very positive. There was evidenced improvement for all Library services in comparison to results from the same survey conducted in 2004.
Your comments
| What you said ... | Our response ... |
|---|---|
| There should be more textbooks available in both print and electronic forms | The Library provides a number of print copies of textbooks for each unit taught at QUT. These items are usually available on short-term loan or in the Course Reserve - please check the library catalogue. To protect their sales, publishers have yet to make textbooks available in electronic forms for libraries to purchase. Students are expected to purchase their own copies of set textbooks for their units. Textbooks are available for sale at the QUT Bookshop. Additionally, the Student Guild operates a second hand textbook service that sells most current textbooks. Students in financial hardship should contact the QUT Equity Section or the Low Income Contact Officer in each faculty. |
| The resources available through the Library databases are good but we want to be able to access more fulltext articles | The Library has added over 27,000 additional fulltext journals to its collection over the last 5 years. We continually monitor requirements for QUT courses and subscribe to relevant fulltext journal material where appropriate. Not all current journals are available electronically, and often the earlier years of journals have not been digitised and are therefore only available in print. |
| It is sometimes difficult to find fulltext articles | The Library has introduced Quick Article Search and QUT Fulltext Finder to make it easier to find and link to the available fulltext journal articles. Quick Article Search allows users to search across multiple databases simultaneously. QUT Fulltext Finder is a linking service that helps in obtaining complete journal articles. |
2005 LibQUAL+ Client Satisfaction Survey
Background
More than 3,300 QUT students - 2,750 undergraduates and almost 600 postgraduates - responded to the LibQUAL+ Client Satisfaction Survey undertaken in 2005. The survey focused on three key areas of service - information resources, physical environment and library staff. The survey also aimed to gauge clients' minimum and desired levels of service for those areas.
Results
Overall clients indicated they were satisfied with QUT Library services. Respondents indicated that the Library was performing satisfactorily in all areas, especially in the service provided by library staff. In particular, the individual survey items about library staff who 'instil confidence in users', and who 'are consistently courteous' received very positive feedback.
Your Comments
Survey respondents provided more than 1,500 comments. Common requests for improvement included an increase in group study rooms, a decrease in library noise levels, more computers, and strategies for improving access to high-demand electronic resources and databases.
| What you said ... | What we did ... |
|---|---|
| More group study rooms | The Library continues to advocate for major refurbishments to our spaces so that we can provide more suitable study spaces, including more group study rooms and individual study areas. In 2005 we made a submission to the University on this matter, and as a result the University has agreed to include substantial refurbishment of library buildings in its 2007 - 2011 Capital Plan. That's great news. |
| The Library is too noisy! | We have created new noise zones. These are indicated by coloured signs. The Blue Zone is for quiet individual study. The Green Zone is for quiet group work. |
| We would like more computers | As space is limited it is difficult to install more computers labs. However we have introduced wireless services and the ability to loan laptops to improve access. |
| We want to be able to more readily access high-demand electronic resources and databases | The Library has invested significant funds to purchase new journals and to expand on backsets of electronic journals. Additionally, software was installed to improve client’s ability to access and search databases. |
| We would like access to scanners | Free scanners are available on each campus. At Gardens Point, you will find scanners for use in on Level 2 of the Library. At Kelvin Grove, you will find scanners available in D block. At Carseldine, there are scanners for use in the Red Lab. For more information ask at your IT Helpdesk. |