Charles Darwin University Library Client Survey Report

Transcription

1 Charles Darwin University Library Client Survey Report May 2010 Insync Surveys Pty Ltd Melbourne Phone: Fax: Sydney Phone: Fax: Perth Phone: Fax: Address PO Box 446, Flinders Lane, VIC 8009, Australia Website

2 Contents 1. Introduction... 2 Background... 2 Survey objectives... 2 Survey process... 2 Scaling... 3 Response statistics Detailed results interpretation... 8 What clients believe is important for the library... 8 How clients believe the library is performing Where clients believe the library can improve The gap grid analysis Prioritising potential improvement opportunities Comparison with other libraries Overall satisfaction Looking for Information Summary of results: grouped by demographics Executive Summary Next Steps Insync Surveys Pty Ltd page 1

3 1. Introduction Background Insync Surveys ensures that libraries can measure performance against each other, which in turn enables libraries to develop the highest possible standards of service for library users. Consistent with this principle, Insync Surveys was retained by the Charles Darwin University Library to conduct a survey of its clients so that their views, ideas, and suggestions can be considered as part of its commitment to improvement. The results of the Library s client survey are compared with other libraries in the Insync Surveys database, which has been built over 10 years. Survey objectives The primary objective of the survey is to provide the Library with a way to identify key client concerns. More specifically, the survey aims to: identify, prioritize and manage the key issues affecting clients allow the Library s performance to be measured and monitored over time provide clients with the opportunity to communicate openly and honestly with the management team of the Library compare results with other libraries so that performance can be measured against industry best practice standards Survey process The survey required all clients to provide some demographic information. It then displayed 31 statements considered critical to the success of the Library. Clients were asked to rate each statement twice first to measure the importance of each of the statements to them and second to measure their impression of the Library s performance on each statement. Clients of the Library were given the opportunity to participate in the survey in May 2010 by completing the questionnaire anonymously. This confidentiality helps ensure that the true concerns of the clients are identified. The survey could only be completed online. This is the fourth survey of its kind to be undertaken by the Library. Insync Surveys Pty Ltd page 2

4 Scaling The adoption of a seven-point scale provides very valid discrimination of stakeholder attitudes across the questions that are asked in the survey instrument. We have also found through our research that a seven-point scale is sufficiently interval in nature to apply standard statistical tests of the means that are produced from such scales. Accordingly, the results we produce involve analysis of the mean responses to each of the questions asked, across all demographic categories. Note that the middle option (4) in the seven point scale allows for respondents to neither agree nor disagree. Insync Surveys Pty Ltd page 3

5 Response statistics The following tables detail the number of usable survey forms received from clients of the Library. Where clients do not indicate their demographic information, forms are classified as unspecified. This year the survey generated 376 responses. This number provides a fair degree of confidence in the results obtained at the overall level. The number of responses received is exactly the same as received for the 2008 survey. Charles Darwin University Library Client Survey May 2010 Response Statistics Total 376 Which Library service do you use most? n % Casuarina % Palmerston % Alice Springs % Katherine 1 0.3% Distance Library Services % Unspecified 1 0.3% What single category best describes you? Undergraduate / HE % Undergraduate / VET % Postgraduate % Academic/Research Staff % General Staff % From Another University 0 0.0% Other 8 2.1% Unspecified 1 0.3% Which category describes you? International student % Domestic student % Unspecified % Insync Surveys Pty Ltd page 4

6 Charles Darwin University Library Client Survey May 2010 Response Statistics Total 376 What is your major area of study, teaching or research? n % Australian Indigenous Knowledge 4 1.1% Business % Creative Arts % Education & Children's Services % Engineering % Environmental & Life Sciences % Health Sciences % Humanities & Social Sciences % Information Technology % Law % Primary Industries (Agriculture, Conservation, Horticulture etc) 2 0.5% Tourism & Hospitality 2 0.5% Trades 1 0.3% Unspecified 3 0.8% Are you of Aboriginal and Torres Strait Islander descent? Yes % No % Unspecified 4 1.1% What is your age group? Under % % % % Over % Unspecified 2 0.5% Insync Surveys Pty Ltd page 5

7 Charles Darwin University Library Client Survey May 2010 Response Statistics Total 376 How often do you come into the Library? n % Daily % 2 4 days a week % Weekly % Fortnightly % Monthly % Rarely (ie. A few times a year) % Never % Unspecified % How often do you access the Library online? Daily % 2 4 days a week % Weekly % Fortnightly % Monthly % Rarely (ie. A few times a year) % Never 3 0.8% Unspecified % How often do you come onto campus? Daily % 2 4 days a week % Weekly % Fortnightly 6 1.6% Monthly % Rarely (ie. A few times a year) % Never % Unspecified % Insync Surveys Pty Ltd page 6

8 Rating importance but not performance Respondents who had not used a service, and were therefore not able to rate its performance, were nevertheless able to rate importance. These importance rankings are tabled below. Note that this data is excluded from, and has no bearing on, the individual and aggregate benchmark scores contained in this report. Charles Darwin University Library Client Survey May 2010 Response Statistics: Importance (Performance N/A) Total 376 Variable Importance Mean Rank # % Library staff are approachable and helpful % Library staff provide accurate answers to my enquiries % Library staff are readily available to assist me % Library staff treat me fairly and without discrimination % The Library web site provides useful information % Books and articles I have requested from other libraries and campuses are delivered promptly % Information resources located in the Library (e.g. books, journals, DVDs) meet my learning % The items I m looking for on the library shelves are usually there % When I am away from campus I can access the Library resources and % Online assistance and training for finding information is adequate % Self Service (e.g. requests, renewals, holds) meets my needs % Face-to-face enquiry services meet my needs % Printing, scanning and photocopying facilities in the Library meet my needs % Online enquiry services (e.g. Ask Us, , phone) meet my needs % The Library web site is easy to use % Online resources (e.g. ejournals, databases, ebooks) meet my learning % Laptop facilities (e.g. desks, power) in the Library meet my needs % I can get wireless access in the Library when I need to % A computer is available when I need one % The Library site in Learnline provides useful information % Opening hours meet my needs % I can find a place in the Library to work in a group when I need to % Library workshops and classes help me with my learning and research % ereserve meets my learning needs % The Library is a good place to study % Library online tools (e.g.libguides, podcasts etc) are clear and useful % I can find a quiet place in the Library to study when I need to % I am informed about Library services % Library signage is clear % The Library catalogue is easy to use % The Library anticipates my learning % Insync Surveys Pty Ltd page 7

9 2. Detailed results interpretation What clients believe is important for the library The 10 highest ranked importance factors for Library clients are listed in descending priority order in the table below. The previous survey results are also reported to enable a comparison. May 2010 Top 10 importance Mean (1 = low, 7 = high) May 2008 Top 10 importance Mean (1 = low, 7 = high) Online resources (e.g. ejournals, databases, ebooks) meet my learning 6.63 Library staff are friendly and helpful 6.55 Library staff provide accurate answers to my enquiries 6.56 Library staff display professionalism 6.44 Library staff are approachable and helpful 6.55 Library staff treat me fairly and without discrimination 6.39 Library staff treat me fairly and without discrimination 6.50 Library website enables me to find information on my own 6.34 Library staff are readily available to assist me 6.49 Information resources (print, electronic) are easily accessed 6.33 When I am away from campus I can access the Library resources and services I need 6.43 Library staff are readily available to assist me 6.33 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning 6.41 Feedback to my queries is clear and accurate 6.32 The Library catalogue is easy to use 6.38 ereserve meets my learning needs 6.36 The Library web site is easy to use 6.32 Library catalogue enables me to find information on my own Access to electronic resources is easily available Databases and electronic resources are adequate for my needs Common to 2010 and 2008 Insync Surveys Pty Ltd page 8

10 Of the 31 statements in the survey, 24 were identified with importance means of 6.00 or higher. These statements are all of relatively high importance to clients. The themes in the top 10 importance list include library staff providing accurate answers to enquiries, being approachable and helpful, fair and non discriminatory, and readily available to assist. Other themes include ease of using the library catalogue and web site, the adequacy of online and hard copy resources, the adequacy the ereserve collection and off campus access to Library resources and services. Insync Surveys Pty Ltd page 9

11 How clients believe the library is performing The table below reports, in descending order, the 10 factors ranked highest in performance by clients in 2010 as compared with those ranked highest in May 2010 Top 10 performance Mean (1 = low, 7 = high) May 2008 Top 10 performance Mean (1 = low, 7 = high) Library staff treat me fairly and without discrimination* Library staff treat me fairly and without discrimination 6.31 Library staff are approachable and helpful*3 Library staff are readily available to assist me* Library staff are friendly and helpful Library staff display professionalism 6.20 Library staff provide accurate answers to my enquiries* Library staff are readily available to assist me 6.12 Face-to-face enquiry services meet my needs 6.03 Feedback to my queries is clear and accurate 5.64 When I am away from campus I can access the Library resources and services I need* Opening hours meet my needs 5.62 I can get wireless access in the Library when I need to 5.78 Library catalogue enables me to find information on my own 5.60 Self Service (e.g. requests, renewals, holds) meets my needs 5.73 Library staff respond clearly and accurately to my online queries 5.57 Printing, scanning and photocopying facilities in the Library meet my needs 5.73 Appropriate support is provided for clients with disabilities 5.52 The Library is a good place to study 5.68 Library website enables me to find information on my own 5.50 (Factors marked * were also identified in the top ten importance list) Common to 2010 and 2008 Insync Surveys Pty Ltd page 10

12 The survey identified 30 out of 31 variables with scores greater than All of these variables are considered strong performers, with 5.00 representing a relatively strong rating on a sevenpoint scale. Five factors in the top 10 performance list relate to library staff more specifically: their fairness, approachability and helpfulness, their availability to assist, their provision of accurate answers to enquiries, and the adequacy of face-to-face enquiry service. The remaining factors relate to off campus access to Library resources and services, adequacy of wireless access in the Library, the adequacy of self service and printing, scanning and photocopying facilities, and the Library providing a good environment for study. The top 10 performance list contains five factors from the top 10 importance list: Library staff treat me fairly and without discrimination Library staff are approachable and helpful Library staff are readily available to assist me Library staff provide accurate answers to my enquiries When I am away from campus I can access the Library resources and services I need This is a positive result for the Library. Not only are these factors among the most important to clients of the library, they are also being performed well. Insync Surveys Pty Ltd page 11

13 At the other end of the scale are the lowest performing factors. This table shows the ten factors given the lowest rankings by the Library clients in 2010 as compared with those ranked lowest in Please note that the lowest performing variable appears first on the list. May 2010 Lowest 10 performance Mean (1 = low, 7 = high) May 2008 Lowest 10 performance Mean (1 = low, 7 = high) A computer is available when I need one 4.57 The library (print) collection is adequate for my needs 4.82 The Library anticipates my learning 5.10 I am kept informed about new services, resources and collections 4.85 The items I m looking for on the library shelves are usually there 5.18 Group study facilities are adequate 4.86 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs* Computer facilities (PCs, scanners etc) are adeqaute 4.96 I am informed about Library services 5.25 Individual seating is adequate 4.99 The Library catalogue is easy to use* Library staff act on my suggestions and ideas 5.06 Library online tools (e.g.libguides, podcasts etc) are clear and useful 5.31 Facilities for using personal laptops are adequate 5.06 The Library web site is easy to use* Library online tools (eg subject guides, podcasts) are clear and useful 5.08 Online assistance and training for finding information is adequate 5.37 Prompt corrective action is taken regarding missing books and journals 5.10 I can find a place in the Library to work in a group when I need to 5.39 Remote / off campus access to electronic resources and services is adequate 5.16 (Factors marked * were also identified in the top ten importance list) Common to 2010 and 2008 The lowest 10 performance list has three factors in common with the top 10 importance list, namely: Insync Surveys Pty Ltd page 12

14 and research needs The Library catalogue is easy to use The Library web site is easy to use Two factors from the current lowest performing list are common with those identified in the previous survey. Insync Surveys Pty Ltd page 13

15 Where clients believe the library can improve In identifying factors for improvement, Insync Surveys analyzes the perceived difference or gap between the importance and performance scores for each variable. Based on our experience, gaps between 1.0 and 1.99 are considered meaningful and should be investigated further. Gaps of or above 2.0 are serious and should be acted upon. This table reports the 10 variables with the highest gaps for the 2010 and 2008 surveys. May 2010 Top 10 gaps Mean (1 = low, 7 = high) May 2008 Top 10 gaps Mean (1 = low, 7 = high) A computer is available when I need one 1.58 The library (print) collection is adequate for my needs 1.13 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs* Databases and electronic resources are adequate for my needs 1.11 The Library catalogue is easy to use* Access to electronic resources is easily available 1.02 The items I m looking for on the library shelves are usually there 1.09 Information resources (print, electronic) are easily accessed 0.88 Online resources (e.g. ejournals, databases, ebooks) meet my learning * Library website enables me to find information on my own 0.84 The Library web site is easy to use* Remote / off campus access to electronic resources and services is adequate 0.76 ereserve meets my learning needs* Library catalogue enables me to find information on my own 0.73 The Library web site provides useful information 0.68 Feedback to my queries is clear and accurate 0.68 The Library site in Learnline provides useful information 0.67 Services the Library offers are clearly described 0.64 Books and articles I have requested from other libraries and campuses are delivered promptly 0.66 I am kept informed about new services, resources and collections 0.62 (Factors marked * were also identified in the top ten importance list) Common to 2010 and 2008 Insync Surveys Pty Ltd page 14

16 Of all the 31 variables, none recorded a gap score in the substantial range, which is a positive result for the Library. The top 10 gap list contains five factors from the top 10 importance list: Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs (a median benchmark performer) The Library catalogue is easy to use (a median benchmark performer) Online resources (eg ejournals, databases, ebooks) meet my learning (a top 25% benchmark performer) The library web site is easy to use (a bottom 50% performer when benchmarked externally, and performing less well than it did in 2008) ereserve meets my learning needs (a top 25% benchmark performer) No factors that were of concern to clients in 2008 appear on the list again in Insync Surveys Pty Ltd page 15

17 The gap grid analysis Analysis of the gap sores enable the Library to priorities strategies for improvement in terms of those factors considered most pressing by clients. This information is reported in the gap grid (see detailed data report). The gap grid is a two dimensional visual tool that allows you to see the position of each factor in relation to both its importance and its performance. For each survey variable it shows the weighted performance score (horizontal axis), the weighted importance score (vertical axis) and the gap score (color coded). In addition, the median of overall performance and overall importance is highlighted on each of the axis. The two medians can be used to divide the gap grid into four quadrants, as displayed in the figure below. Insync Surveys Pty Ltd page 16

18 Prioritising potential improvement opportunities A review of the library-wide gap grid has identified no critical improvement opportunities for the Library. However, a watch should be kept on: A computer is available when I need one Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs The library catalogue is easy to use The items I m looking for on the library shelves are usually there Online resources (e.g. ejournals, databases, ebooks) meet my learning Although these factors did not record gap scores greater than 2.00, it may be prudent to explore how these areas could be addressed before they become problematic. Insync Surveys Pty Ltd page 17

19 Comparison with other libraries Weighted performance index The Library recorded an overall score of 80.4%. This places the Charles Darwin University Library at the in the top 25% of libraries that have surveyed with us over the last 2 years and reflects a score increase of 2.1% since the previous survey in Weighted performance index 100% Weighted Performance Index 80% 60% 40% 80.4% 78.3% 77.0% 1st Quartile 2nd Quartile 3rd Quartile 4th Quartile 20% 0 0% May 2010 May 2008 May Insync Surveys Pty Ltd page 18

20 Best practice categories The following graph shows the performance scores of the Library, within the range of other library scores, across the five best practice categories. At the time the Charles Darwin University Library Client Survey was administered, 38 other libraries had completed benchmark surveys. It is this group that makes up the comparison group. The three highest priority categories for the clients of the Charles Darwin University Library are Library Staff, Information Resources and Facilities and Equipment (as indicated by the bold numbers in the following graph). All categories are performing in the first quartile (top 25%) when benchmarked externally, a very positive result for the Library. Performance scores for all categories have increased in comparison to the previous survey, with the exception of Service Delivery. A more specific view of results on each variable within the categories can be found in the detailed data analysis. Best practice categories Highest 3 May 2010 May 2008 May st Quartile Median 3rd Quartile Lowest 2 1 Communication Service Delivery Facilities and Equipment Library Staff Information Resources Insync Surveys Pty Ltd page 19

21 Scorecard The following scorecard presents similar information to the previous graph however the emphasis here is on the numerical scores of the Library in each category. The Library performed highest on the category of Library Staff, with a score of 89.2%. The lowest score was identified on Communication at 77.4%. The information in the table also enables a comparison of the Library results with the highest, lowest and median performers in the Insync Surveys database. Scorecard Communication Service delivery Facilities & equipment Library staff Information resources Weighted total Weighting 15% 22% 18% 20% 25% 100% May % 79.1% 78.0% 89.2% 78.1% 80.4% May % 80.3% 73.7% 87.0% 76.2% 78.3% May % 78.2% 72.2% 88.3% 73.0% 77.0% Highest Performer in Database 80.6% 81.2% 83.2% 91.1% 81.1% 82.2% Median 74.3% 77.3% 71.6% 85.1% 75.3% 76.9% Lowest Performer in Database 66.6% 70.2% 61.9% 80.5% 70.7% 71.0% Insync Surveys Pty Ltd page 20

22 Overall satisfaction Respondents were asked to provide a general assessment of their satisfaction with the Library (see graph below). In this case, the overall average of 5.59 (79.9%) places the Library in the second quartile (or top 50%) when compared with other libraries that have surveyed over the last two years. This represents a decrease in overall satisfaction of 0.12 since the previous survey in Overall satisfaction 7 6 1st Quartile nd Quartile 3rd Quartile 4th Quartile 5 Performance Mean May 2010 May 2008 May 2006 Insync Surveys Pty Ltd page 21

23 Looking for Information Respondents were asked about their information seeking experiences, and were presented with two multiple choice statements. The following bar charts display in percentage terms the preferences of respondents for each of the two variables. I am frustrated by... 25% 20% 22% 15% 10% 12% 5% 6% 8% 7% 8% 7% 7% 9% 0% 4% 2% 3% 1% 4% N=960 Insync Surveys Pty Ltd page 22

24 I want to learn about... 18% 16% 14% 12% 10% 8% 6% 4% 2% 0% 10% 5% 14% 16% 16% 11% 9% 9% 10% 1% Searching the Library catalogue Blackboard Database search tips Accessing electronic databases, ejournals, ebooks Using EndNote Advanced internet search tips Boolean Web sites by search subject area techniques (using operators like AND, OR, NOT ) Referencing Other N=932 Insync Surveys Pty Ltd page 23

25 3. Summary of results: grouped by demographics The following tables show the top 5 improvement opportunities (gaps) across each of the major demographic breakdowns within Charles Darwin University. When considering the following tables, there are a few things to keep in mind. Caution should be exercised when interpreting the data for groups with fewer than 25 responses, as a small response number can lead to unstable mean scores. Secondly, if a factor is highlighted, it means that it is unique that is, not shared by any other group in that demographic breakdown. Based on our experience, gaps between 1.0 and 1.99 are considered meaningful and should be investigated further. Gaps of or above 2.0 are serious and should be acted upon. Insync Surveys Pty Ltd page 24

26 How often do you come into the library? Charles Darwin University Library Client Survey May 2010 Top 5 s by Demographic How often do you come into the Library? Unique Factors Daily (35 Responses) A computer is available when I need one 1.94 The items I m looking for on the library shelves are usually there 1.48 Opening hours meet my needs 1.39 I can find a quiet place in the Library to study when I need to 1.15 The Library is a good place to study days a week (118 Responses) A computer is available when I need one The items I m looking for on the library shelves are usually there 1.26 The Library catalogue is easy to use 1.15 Online resources (e.g. ejournals, databases, ebooks) meet my learning 1.11 Weekly (39 Responses) A computer is available when I need one The items I m looking for on the library shelves are usually there 1.01 The Library is a good place to study 0.86 Books and articles I have requested from other libraries and campuses are delivered promptly 0.83 Fortnightly (22 Responses) 1.19 Online resources (e.g. ejournals, databases, ebooks) meet my learning 1.14 The items I m looking for on the library shelves are usually there 0.79 The Library web site is easy to use 0.70 The Library catalogue is easy to use 0.65 Monthly (24 Responses) Online resources (e.g. ejournals, databases, ebooks) meet my learning Printing, scanning and photocopying facilities in the Library meet my needs 0.89 A computer is available when I need one 0.83 The Library catalogue is easy to use 0.75 Rarely (ie. A few times a year) (41 Responses) 0.89 The Library catalogue is easy to use 0.86 The Library site in Learnline provides useful information 0.86 The Library web site is easy to use 0.80 Online resources (e.g. ejournals, databases, ebooks) meet my learning 0.79 Insync Surveys Pty Ltd page 25

27 Charles Darwin University Library Client Survey May 2010 Top 5 s by Demographic How often do you come into the Library? Unique Factors Never (68 Responses) The Library catalogue is easy to use 1.77 The Library web site is easy to use Face-to-face enquiry services meet my needs 1.50 Online resources (e.g. ejournals, databases, ebooks) meet my learning 1.43 Insync Surveys Pty Ltd page 26

28 How often do you access the Library online? Charles Darwin University Library Client Survey May 2010 Top 5 s by Demographic How often do you access the Library online? Unique Factors Daily (76 Responses) A computer is available when I need one The items I m looking for on the library shelves are usually there 1.23 Online resources (e.g. ejournals, databases, ebooks) meet my learning 1.21 The Library web site is easy to use days a week (123 Responses) A computer is available when I need one The items I m looking for on the library shelves are usually there 1.35 The Library catalogue is easy to use 1.25 Online resources (e.g. ejournals, databases, ebooks) meet my learning 1.24 Weekly (79 Responses) A computer is available when I need one 1.79 The Library catalogue is easy to use 1.06 Online resources (e.g. ejournals, databases, ebooks) meet my learning ereserve meets my learning needs 0.81 Fortnightly (33 Responses) A computer is available when I need one I can find a place in the Library to work in a group when I need to 1.15 The Library catalogue is easy to use 1.11 The items I m looking for on the library shelves are usually there 1.02 Monthly (18 Responses) The Library site in Learnline provides useful information 0.87 The Library catalogue is easy to use 0.78 Online resources (e.g. ejournals, databases, ebooks) meet my learning 0.66 Library staff are readily available to assist me 0.60 Library staff provide accurate answers to my enquiries 0.60 Rarely (ie. A few times a year) (17 Responses) A computer is available when I need one 1.18 I can get wireless access in the Library when I need to Laptop facilities (e.g. desks, power) in the Library meet my needs 0.78 The Library is a good place to study 0.75 Insync Surveys Pty Ltd page 27

29 How often do you come onto campus? Charles Darwin University Library Client Survey May 2010 Top 5 s by Demographic How often do you come onto campus? Unique Factors Daily (110 Responses) A computer is available when I need one The items I m looking for on the library shelves are usually there 1.10 Online resources (e.g. ejournals, databases, ebooks) meet my learning 1.03 The Library catalogue is easy to use days a week (95 Responses) A computer is available when I need one The items I m looking for on the library shelves are usually there 1.29 Online resources (e.g. ejournals, databases, ebooks) meet my learning 1.13 The Library catalogue is easy to use 1.07 Weekly (22 Responses) 1.37 I can get wireless access in the Library when I need to 1.20 A computer is available when I need one 1.20 The items I m looking for on the library shelves are usually there 1.17 ereserve meets my learning needs 1.12 Monthly (11 Responses) Laptop facilities (e.g. desks, power) in the Library meet my needs The Library catalogue is easy to use 1.27 Online resources (e.g. ejournals, databases, ebooks) meet my learning 1.27 Online assistance and training for finding information is adequate 1.22 Rarely (ie. A few times a year) (40 Responses) The Library catalogue is easy to use 0.95 The Library web site is easy to use 0.80 Online resources (e.g. ejournals, databases, ebooks) meet my learning 0.73 ereserve meets my learning needs 0.72 Library online tools (e.g.libguides, podcasts etc) are clear and useful 0.66 Never (65 Responses) The Library catalogue is easy to use 1.81 The Library web site is easy to use 1.61 Face-to-face enquiry services meet my needs Online resources (e.g. ejournals, databases, ebooks) meet my learning 1.41 Insync Surveys Pty Ltd page 28

30 What single category best describes you? Charles Darwin University Library Client Survey May 2010 Top 5 s by Demographic What single category best describes you? Unique Factors Undergraduate / HE (231 Responses) A computer is available when I need one 1.93 The items I m looking for on the library shelves are usually there The Library catalogue is easy to use 1.15 Online resources (e.g. ejournals, databases, ebooks) meet my learning 1.03 Undergraduate / VET (13 Responses) A computer is available when I need one 1.50 Laptop facilities (e.g. desks, power) in the Library meet my needs 1.20 The Library site in Learnline provides useful information 1.18 The Library catalogue is easy to use Postgraduate (69 Responses) 1.45 Online resources (e.g. ejournals, databases, ebooks) meet my learning 1.32 ereserve meets my learning needs 1.08 The Library catalogue is easy to use 0.99 Books and articles I have requested from other libraries and campuses are delivered promptly 0.95 Academic/Research Staff (42 Responses) Online resources (e.g. ejournals, databases, ebooks) meet my learning The items I m looking for on the library shelves are usually there 0.97 The Library web site is easy to use 0.92 The Library catalogue is easy to use 0.92 General Staff (12 Responses) The items I m looking for on the library shelves are usually there 0.78 Books and articles I have requested from other libraries and campuses are delivered promptly 0.50 Printing, scanning and photocopying facilities in the Library meet my needs 0.50 The Library catalogue is easy to use Insync Surveys Pty Ltd page 29

31 What is your major area of study, teaching or research? Charles Darwin University Library Client Survey May 2010 Top 5 s by Demographic What is your major area of study, teaching or research? Unique Factors Business (35 Responses) A computer is available when I need one The items I m looking for on the library shelves are usually there 1.10 The Library catalogue is easy to use 1.06 Online resources (e.g. ejournals, databases, ebooks) meet my learning 0.88 Creative Arts (13 Responses) Laptop facilities (e.g. desks, power) in the Library meet my needs A computer is available when I need one 1.00 Library staff provide accurate answers to my enquiries 1.00 The items I m looking for on the library shelves are usually there 0.90 Education & Children's Services (47 Responses) 1.49 Online resources (e.g. ejournals, databases, ebooks) meet my learning 1.16 The items I m looking for on the library shelves are usually there 1.15 The Library anticipates my learning 1.05 Online assistance and training for finding information is adequate 1.03 Engineering (18 Responses) Self Service (e.g. requests, renewals, holds) meets my needs 1.45 The items I m looking for on the library shelves are usually there A computer is available when I need one 1.14 Library online tools (e.g.libguides, podcasts etc) are clear and useful 1.09 Environmental & Life Sciences (31 Responses) 1.14 Online resources (e.g. ejournals, databases, ebooks) meet my learning 1.07 Books and articles I have requested from other libraries and campuses are delivered promptly 1.05 The items I m looking for on the library shelves are usually there 0.71 Self Service (e.g. requests, renewals, holds) meets my needs 0.56 Health Sciences (121 Responses) A computer is available when I need one 1.82 The Library web site is easy to use 1.23 Online resources (e.g. ejournals, databases, ebooks) meet my learning 1.23 The Library catalogue is easy to use Insync Surveys Pty Ltd page 30

32 Charles Darwin University Library Client Survey May 2010 Top 5 s by Demographic What is your major area of study, teaching or research? Unique Factors Humanities & Social Sciences (58 Responses) A computer is available when I need one The items I m looking for on the library shelves are usually there 1.38 The Library catalogue is easy to use 1.37 The Library web site is easy to use 1.29 Information Technology (14 Responses) The Library is a good place to study 1.58 A computer is available when I need one 1.50 The Library site in Learnline provides useful information 1.17 Opening hours meet my needs 1.17 The Library catalogue is easy to use 0.93 Law (27 Responses) A computer is available when I need one 2.89 The items I m looking for on the library shelves are usually there 1.59 The Library is a good place to study 1.44 Library signage is clear 1.38 I can find a quiet place in the Library to study when I need to 1.38 What category describes you? Charles Darwin University Library Client Survey May 2010 Top 5 s by Demographic Which category describes you? Unique Factors International student (51 Responses) A computer is available when I need one 1.67 The items I m looking for on the library shelves are usually there 1.32 Opening hours meet my needs 1.22 Books and articles I have requested from other libraries and campuses are delivered promptly 1.19 The Library catalogue is easy to use 1.13 Domestic student (288 Responses) A computer is available when I need one The Library catalogue is easy to use 1.08 Online resources (e.g. ejournals, databases, ebooks) meet my learning 1.06 The items I m looking for on the library shelves are usually there 1.05 Insync Surveys Pty Ltd page 31

33 What is your age group? Charles Darwin University Library Client Survey May 2010 Top 5 s by Demographic What is your age group? Unique Factors (101 Responses) A computer is available when I need one 2.51 The items I m looking for on the library shelves are usually there 1.15 Opening hours meet my needs 0.92 The Library catalogue is easy to use 0.91 The Library is a good place to study (102 Responses) 1.48 Online resources (e.g. ejournals, databases, ebooks) meet my learning 1.39 The Library catalogue is easy to use 1.37 A computer is available when I need one 1.35 The Library web site is easy to use (113 Responses) 1.30 Online resources (e.g. ejournals, databases, ebooks) meet my learning 1.06 The items I m looking for on the library shelves are usually there 1.05 The Library web site is easy to use 0.98 ereserve meets my learning needs 0.96 Over 50 (55 Responses) Online resources (e.g. ejournals, databases, ebooks) meet my learning 1.34 The Library catalogue is easy to use 1.33 The Library site in Learnline provides useful information 1.29 ereserve meets my learning needs Insync Surveys Pty Ltd page 32

34 4. Executive Summary This year the Charles Darwin University Library recorded an overall score of 80.4%. This places the Charles Darwin University Library at the in the top 25% of libraries that have surveyed with us over the last 2 years and reflects a score increase of 2.1% since the previous survey in The areas of highest importance to Library clients include library staff providing accurate answers to enquiries, being approachable and helpful, fair and non discriminatory, and readily available to assist. Other themes include ease of using the library catalogue and web site, the adequacy of online and hard copy resources, the adequacy the ereserve collection and off campus access to Library resources and services. Five factors in the top 10 performance list relate to library staff more specifically: their fairness, approachability and helpfulness, their availability to assist, their provision of accurate answers to enquiries, and the adequacy of face-to-face enquiry service. The remaining factors relate to off campus access to Library resources and services, adequacy of wireless access in the Library, the adequacy of self service and printing, scanning and photocopying facilities, and the Library providing a good environment for study. The top 10 performance list contains five factors from the top 10 importance list: Library staff treat me fairly and without discrimination Library staff are approachable and helpful Library staff are readily available to assist me Library staff provide accurate answers to my enquiries When I am away from campus I can access the Library resources and services I need This is a positive result for the Library. Not only are these factors among the most important to clients of the library, they are also being performed well. The Library performed highest on the category of Library Staff, with a score of 89.2%. The lowest score was identified on Communication at 77.4%. The three highest priority categories for the clients of the Charles Darwin University Library are Library Staff, Information Resources and Facilities and Equipment. All categories are performing in the first quartile (top 25%) when benchmarked externally, a very positive result for the Library. Performance scores for all categories have increased in comparison to the previous survey, with the exception of Service Delivery. Insync Surveys Pty Ltd page 33

35 The survey identified no critical improvement opportunities for the Library. However, a watch should be kept on: A computer is available when I need one Information resources located in the Library (eg books, journals, DVDs) meet my learning and research needs The library catalogue is easy to use The items I m looking for on the library shelves are usually there Online resources (e.g. ejournals, databases, ebooks) meet my learning Although these factors did not record gap scores greater than 2.00, it may be prudent to explore how these areas could be addressed before they become problematic. Respondents were asked to indicate how often they come into the Library, how often they access the Library online, and how often they come onto campus. The most common frequency response for physical and online visits to the Library was 2-4 days a week, with response rates of 31.4% and 32.7% respectively. The most frequent response for campus visits was Daily, with a response rate of 29.3%. In conclusion, Charles Darwin University Library achieved excellent results for the Library Client Survey in 2010, and greatly improved performance across most areas in comparison to the previous survey in Insync Surveys Pty Ltd page 34

36 5. Next Steps Planning for the way forward is not limited to the recommendations in this report. A number of other areas may also require consideration. For instance, there may be areas that clients have identified as low in importance but are high priority for the Library. These should be reviewed. It is also important to consider issues unique to different demographic groups and look beyond the overall results. When prioritizing issues for action, it is recommended that a combination of the quantitative analyzes and comments, with the option of future focus groups, be used to gain a more in-depth understanding of student concerns. Survey completed Plan Communication of results to senior management Do Check Act Results delivered to respondents (e.g. presentations & communiqués) Results reviewed in teams. Factors for improvement identified and action plans developed 6 months later Action taken to improve Ongoing measurement and review of progress and realignment of process (e.g. tracking surveys) Insync Surveys Pty Ltd page 35