HKIEd Library QA/QE Annual Report 2014/15

Transcription

1 HKIEd Library QA/QE Annual Report 2014/15 This paper presents a summary report of the Library s Quality Assurance and Quality Enhancement (QA/QE) processes in 2014/15. The report itself is also an integral component of the Library s QA/QE system which completes the feedback loop of the QA cycle. A full description of the Library s QA/QE mechanism can be found on the Library Website at 1. Library Committees - Activities and Outcomes 1.1. Library Management Committee (LMC) The LMC has met twice in 2014/5. It considered and offered valuable advices on different aspects of library services, and endorsed new services including: Setting up the new Creative Lab on G/F so that it can be open on a 24-hour basis. Installing video shooting, editing and dubbing facilities in Creative Lab and Mini Theatre to support production of e-learning resources by academic staff. Priority booking of Study Carrels at Research Commons by postgraduate degree students. Extending the new booking system to other new facilities and the 7 x 24 Learning Centre for better management and utilization of study places. In addition, the LMC also endorsed the revisions to Library Regulations suggested by the Library to facilitate the future introduction of light refreshment in designated area of the Library after the renovation, as well as to enable Library Staff to better supervise the learning environment inside the Library. The revised Library Regulations endorsed by the LMC has become effective in July Library Executive Meeting (LEM) The LEM was in smooth operation with the participation of all Assistant Librarians on a rotation basis. In order to achieve better efficiency and outcomes, the frequency of meetings was extended from weekly to bi-weekly. Library colleagues could therefore have more time to follow up items discussed at the LEM Library Collection Development Committee (LCDC) LCDC has been following up on the various views and comments on library collections collected from the Library User Survey, programme consultative meetings, library user consultative meetings and other channels, especially in the following areas: a) Enriching e-book collection Introduced more patron-driven acquisition projects. Subscribed to Scribd which provides over 500,000 e-books and online audio-books. Participated in HyRead and Airiti e-books consortia. Acquired 7 subject collections of Springer e-books. Decided to participate in CADAL (providing 2,000,000 e-books) and studying subscription to Chinamaxx (providing 700,000 e-books). b) Revitalizing the library collections Converted VHS programmes with significant usage into DVDs. Replaced outdated IT books and travel guides with latest editions. 1

2 c) Releasing shelving space for learning activities As part of the MMW Library Spatial Reorganization Project, reviewed and selected excessive copies of low-used books as well as bound journals with archival e-copies for withdrawal (subject to final review by academic staff), so that more space could be released for study and learning activities Library Public Services Committee (LPSC) The LPSC and its Library Marketing Working Group has also examined and followed up on different issues on public services brought up by library users, including: Proposed a new online booking system for the Research Commons by reviewed the existing ibooking system and making reference to booking systems of other UGC-funded institution libraries. Studied the e-book reader loan programs of other UGC-funded institution libraries and developed a new Scribd e-book reader borrowing program which has been rolled out for pilot test in June Reviewed the channels of communication between the Library and library users, and proposed the production of a series of library promotion videos as well as introducing WhatsApp as a new communication channel. Introduced new services in response to comments collected in Library User Survey, e.g. increase frequency of staff patrol, installation of electric paper stapler. Some suggestions were studies but not endorsed, e.g. increase in hold quota. Reviewed and recommended loan of serials by postgraduate degree students. Recommended break down of media resources by physical format so that users can locate the media items more easily. 2. Other User Consultations and Outcomes 2.1. Biannual Consultative Meetings with Staff and Student Representatives of Academic Programmes Nine consultative meetings were held in 2014/15 on both Tai Po Campus and TKOSC, and were attended by 71 staff and student representatives from various programmes. Most of the queries and uncertainties of staff and students could be explained and solved on spot. Some issues required further actions and examples of outcomes are: Increase in the number of Print-N-Go stations. Increase in the number of Study Carrels equipped with computers in the Research Commons. In-house development of the new booking system for the Study Carrels, which will also be used for booking of other new library facilities. Some suggestions could not be entertained due to resource or other restrictions. For example, we could not extend the staffed service hours of the TKOSC Learning Commons due to manpower constraints. Additional lift could not be built in the MMW Library because of the structural limitation of the library building. Online renewal of overdue items was also not practical due to the functional limitation of the current library system Monthly Meetings with SU Representative The monthly meetings with SU representative continued to provide a regular platform for the Library to keep SU informed and consulted their views of the latest development of library services and projects, such as new layout and new learning facilities, better communication between Library and students, as well as effectiveness and coverage of the Library s new booking system. 2

3 2.3. Annual Library User Survey The annual Library User Survey was conducted in March valid responses were received. On a 4-point scale with 1 representing very unsatisfied and 4 representing very satisfied, 82.3% of the respondents gave 3 and above in the overall rating of services provided by the Library. Services provided by Library Staff and Library Counters continued to receive higher rating in The 3 most satisfied items were Circulation Counter, loan quotas, and overall service attitude of Library Staff respectively. On the other hand, the 3 most unsatisfied items in 2015 were all about library facilities, which were availability of seating and facilities at 7 x 24 Learning Centre, availability of Group Discussion Rooms and Study Rooms and availability of Student Discussion Rooms. Availability of library facilities have always been the foci of the MMW Library Spatial Reorganization Project. It is hoped that when the project completed in early 2016, most if not all, of these concerns could be addressed and resolved. Furthermore, in view of the high demand for 24-hour study places, the Library Management is also working with the Estates Office to advance 24-hour opening of the whole G/F from April 2016 to October As a result, 24-hour study places at MMW Library will be increased by at least for most of the academic year. In the qualitative section of the survey, a total of 133 written comments were received and were actioned up by related Library Sections. Examples include: Increased staff patrol for better management of noise and eating issues, as well as occupation of seats with personal belongings. Problems of photocopiers were followed up with the vendors. Enhanced library collection on subject areas mentioned by users. Worked with OCIO to increase Print-N-Go stations in Library. Extended booking system to 7 x 24 Learning Centre and other new facilities for better management and utilization. Being the feedback and assessment part of the Library s QA cycle, the survey also included a special section to collect users feedback on the suspension of stamping due dates on loan items introduced in August With a 63% support, the Library decided to continue the practice. Findings of the survey were also shared and discussed with staff and student representatives in the LMC and Library Staff Retreat. Full results and written comments (with responses by Library) of the survey has also been released to the public on the Library Website Users Feedbacks Received from Other Channels Comments and suggestions were received from staff-student consultative meetings of individual programmes, s to the Library, as well as enquiries at counters. Highlights of actions taken are: Upgraded the PCs and TV signal system at the 7 x 24 Learning Centre for receiving digital TV broadcast signals. Relocated current newspapers to the Research Commons. Improved the cleanliness and tidiness of study areas. Relayed a request for extending the JULAC Library Card service to non-ugc-funded undergraduate degree students to the JULAC Access Services Committee for its consideration Other Meetings / Channels As a member of the Academic Board and different working groups, the Librarian is actively involved and well aware of new academic development of the Institute. The Library has therefore taken appropriate actions to support the implementations of new academic programmes, new majors, new minors, and 3

4 new modules. The Library has also taken the initiative to approach academic departments to support their new teaching needs, such as copyright clearance of online learning resources and production of e- learning objects. 3. Library Staff Consultations and Outcomes 3.1. Library Staff Forums One Library Staff Forum attended by all Library Staff was held in late June Forthcoming new services and new facilities including e-book readers and 4K video production equipment to be installed at the new Creative Lab and Media Production Lab were introduced to Library Staff 3.2. Librarian and Deputy Librarian s Quarterly Meetings with Staff of Individual Sections Three rounds of meetings between the Librarian, Deputy Library and Sectional Staff have been held in October 2014, December 2014 and April Issues at both policy and operation levels were discussed and resolved together, including streamlining of procedures, documentations and logs, installation of additional equipment for staff workstations which could improve efficiency, better maintenance of library system records, backup arrangement of the new service counters Library Staff Retreat The 2015 Library Staff Retreat was held in May It was the first Library Staff Retreat attended by all available Library Staff. Library colleagues regardless of ranks and sections actively participated in the discussions and follow up presentations. Library Staff reviewed the current status and explored the next 5 years of library development, the Library s QA/QE and management issues, as well as areas which required immediate actions. Results of discussions were followed up by the Library Management in the formulation and revision of policies, which were later considered by relevant Library Committees and the Library Management Committee for final endorsement. 4. Performance Indicators - Achievement of Service Pledges The Library s Service Pledges were launched in April The following is a summary of the Library s overall performance in 2014/15 with April to June 2014 results included as a reference. Target Achievement in Apr-Jun 2014 Achievement In 2014/15 MMW Library Circulation Counter and TKOSC Learning Commons Maximum waiting time at counter 5 minutes Responding to in-person/telephone enquiries Immediate Responding to written enquiries 1 day Shelving returned books 3 days Shelving returned Reserve items Twice a day Shelving newly arrived materials 3 days 98.3% Fetching close stack items MMW - 30 minutes TKOSC - 5 minutes Inter-campus delivery 3 days MMW Library Information Counter Responding to in-person/telephone enquiries Immediate 99.8% Responding to reference enquiries in writing 1 day Providing tailor-made workshops 7 days Completing online search requests 5 days 4

5 Setting up Article Alerts for requesters 2 days Shelving new reference materials 1 day Ordering of Library Materials Processing rush orders of items 1 day Processing batch order of HKIEd course 7 days textbooks and recommended reading Processing normal orders from Departments 10 days Cataloguing of Library Materials Rush cataloguing of HKIEd course textbooks 7 days and recommended readings Rush cataloguing of books requested by users 2 days Rush cataloguing of media items requested by 7 days users Cataloguing of normal print books and media 15 days Cataloguing of new print journals 3 days Cataloguing of new e-books 5 days upon receipt of MARC records Cataloguing of new e-journals 5 days upon receipt of MARC records System Services Availability of Library Website All time when HKIEd Network is normal Availability of library online applications All time during 99.4% office hours on weekdays Availability of public PC workstations All stations available during office hours on weekdays Availability of AV workstations All stations available during office hours on weekdays Availability of technical supports All time during office hours on weekdays 29 September