Student Satisfaction Surveys 2007, 2008 and 2009 Positive and negative comments

Transcription

1 Student Satisfaction Surveys 2007, 2008 and 2009 Positive and negative comments Introduction Each year in spring the university conducts the Student Satisfaction Survey (SSS). Each student submits the following information: Gender Age Country of origin Faculty School Undergraduate/Postgraduate Full time/part time Year of study Students are also invited to comment on: The best thing about Edinburgh Napier University The worst thing about Edinburgh Napier University Taking the comments from the 2009 SSS, the positive and negative libraryrelated comments were separated and analysed. These comments were then compared with those received and analysed in the 2007 and 2008 SSSs. Comments were divided into four broad areas- Library Resources Library Environment Library Staff General Comments. The comments are presented in charts alongside the total number of comments received. Some comments have been quoted exactly as the student wrote them, spelling and grammar mistakes included. If a student made two or more points in their overall comment, these points were split and added to the appropriate categories. The charts list the comments in decreasing order. Finally, the SSS 2009 comments were compared with those received in 2007 and 2008 and any areas of change noted.

2 Positive comments- Student Satisfaction Survey 2009 A total of 70 students submitted library-related comments in the 2009 SSS. There were 80 positive points made about the library. These positive comments were divided into the following four categories- Library resources- 6 Library environment- 7 Library staff- General comments- 36 Library Resources Plenty of resources available 8 Good range of resources 2 Book request facility is good 2 Easy to locate study resources the library provides everything we need. a wide variety of books and Journals available both electronically and on the shelves at most campuses. Is helpful that i can remotely access journals. Total number of comments 6 Library environment Good library facilities 9 Good opening hours 3 Plenty of study spaces 2 Good environment for studying 2 Many Campuses, all over edinburgh. Makes it easy to find a library or computer to use. Total number of comments 7 Staff Helpful library staff 6 Friendly library staff 2 Knowledgeable staff Excellent library staff Pleasant library staff Total number of comments

3 General Comments Library 8 Good library 4 Excellent library 4 Total number of comments 36 Negative comments- Student Satisfaction Survey 2009 A total of 92 students submitted library-related comments in the 2009 SSS. There were 0 negative points made about the library. These negative comments were divided into the following four categories- Resources- 66 Environment- 4 Staff- 3 General- 4 Library Resources Not enough books 23 Library resources 20 Need more electronic journals 5 Books too old 4 Choice of library books 3 Books at different campus to where 3 taught Loan periods 2 Limited Reserve Collection Limited databases Fines There was hardly any book available online. Which is strange concidering that the course itself is designed for distant learners There should be a more useful heavy demand section for in demand books The photocopiers are ancient Total number of comments 66

4 Library environment Library too noisy 5 Library opening hours 0 Location of libraries 3 Small library 3 Not enough silent study spaces 2 Lack of facilities 2 Need 24/7 library access Staff don t enforce keep quiet rule in library The silent room is not conducive to effective study Not enough quiet laptop study spaces Not enough pc study space Not enough study spaces Total number of comments 4 Staff Unhelpful staff Behaviour of librarian Library staff not nice Total number of comments 3 General Comments The library 2 useless library The worst thing would have to be the Library at CLH Total number of comments 4

5 Comparison of positive and negative comments

6 Library resources There was a small increase in positive comments about library resources matched by an increase in negative library resource comments. Three students suggested adding core textbooks to the reference section. Two students wrote of their appreciation of being able to request books online using the library catalogue. Accessing resources online when off campus was thought helpful by one student. Another student commented upon the lack of access to JSTOR. The most frequent comment about resources was the lack of books. Students seemed aware the library had these books and they were listed on the catalogue but the difficulty lay in the expectation that books would be available on the shelves when students wanted to borrow them. Another common comment was students attending classes on one campus but books were located on other campuses. Students were aware of the facility to request books using the library catalogue but wanted a small selection of books available on the campus where they attended classes. A distance learning student made an interesting observation on the lack of e-books for their subject. They pointed out this seemed strange as the course appeared to be designed specifically for distance learners. Students suggested increasing the Reserve collections and suggested introducing a High Demand category of items for loan. The library already has One Day loan books to meet this need. Library environment The majority of negative comments received were about library opening hours and noise. Quiet study space drew a number of comments from students. The demand for various combinations of study space, with or without computers, is likely to fluctuate throughout the academic year. Getting the balance right to meet the needs of the vast majority of students is difficult. There were twelve comments regarding opening hours. Students wanted longer opening hours in general, longer weekend opening hours, and one student wanted a 24/7 library. Two students wanted libraries to open earlier in the morning. Library environment comments varied between 2007 to Significant improvements were made to Craighouse library in summer 2008, the effects of which may have contributed to the increase in positive comments in the 2009 SSS. There was a general satisfaction with library facilities.

7 Library staff Positive comments about library staff increased from 2007 to 2008 and remained at this level in Behaviour of librarian negative comment could refer to any library staff. Students tend to use the word librarian to refer to anyone who works in a library. Library staff helpfulness was particularly appreciated by students. Students commented that library staff are knowledgeable and supportive. Training can increase knowledge among library staff and consequently increase the amount and quality of support received by students. Comments were also received about library staff being pleasant and friendly. These attributes may be improved through training but can also be affected by the working environment and colleagues. Library staff may not be fully aware, or indeed recognise, the significant effect their pleasant manner and friendliness can have on students who may feel very stressed at certain times of the academic year. General There was a significant rise in the number of positive general comments received from students in These comments were frequently just one word, Library, which could indicate an overall general satisfaction with the library, resources and services offered to students. Two students commented upon the quality of library facilities and services. Students used words like quality, excellent, well organised, good,very good, accessible, great and amazing in their positive comments The four negative general comments received in 2009 came from Accounting, Economics and Statistics students. These students used words like worst, disorganised and useless to describe the library. One of these students complained about the level of disorganisation in the library. They did not specify or expand on what had led to their view of the library.