As we plan for the future of the Georgia
Tech Library & Information Center, it is essential that we understand
our users’ needs and expectations so that we can provide dynamic
services and comprehensive materials. Thus, this past Spring, the Libraries
participated in a national research and development project to define
and measure service quality across libraries. 308 libraries participated
in the study. The project, LibQUAL+, used a survey tool to gauge library
users' perceptions of services and to measure their satisfaction with
services and resources so that libraries can identify areas for improvement.
Nationwide, there were approximately 125,000 respondents.
The survey consisted of 25 items which were rated on a scale of 1 to 9. At
the end of the survey users could make suggestions or comments. Surveys were
web-based with an option for a print version. Following are some survey data:
Survey Participants:
Surveys were
emailed to 2100 total Georgia Tech faculty (600), graduate students (600),
and undergraduate students (900).
Overall respondents by user group:
Undergraduates:
186 (21% response rate) Graduates: 156 (26% response rate) Faculty: 117 (19% response rate) Staff: 4 (not one of the sampling groups)
What was measured:
LibQUAL measured
four dimensions of service: Affect of Service, Personal Control, Access to
Information, and Library as Place.
The base set of survey results provided mean
scores for each of the three measures of service quality for each question.
It’s possible to analyze these
mean scores by demographic characteristics of the respondents, such as discipline
(though the standard disciplines on the questionnaire do not directly match
Georgia Tech disciplines); user group (faculty, graduate student, undergraduate);
and role (for example, freshman, sophomore, associate professor, professor,
etc.).
Survey Response:
463 completed the survey, roughly 22% out of 2,100 people who were sent the
survey invitation.
Incentives:
The survey was completely anonymous and, as an incentive, respondents could
enter their email addresses into a drawing for one of several prizes. The
nation-wide prize was not won by a Georgia Tech respondent, but five local
prizes were awarded. The 5 local prize winners are: Joseph Frankel, Russell
Marzette, Christopher Palmer, Linda Whitenton, and Eric
Yang [view photo].
Feedback:
231 people chose to make approximately 400 distinct comments at
the completion of their survey.
Results:
Comment Highlights:
Most users are pleased with staff and think the Library does a good job
with limited resources. All users want more books, journals, and online (electronic) materials. Students want more leisure/fiction books. Students want more space for individual and group study and agree that
the Library buildings, furnishings, etc. need to be refurbished. Students want more computer workstations.
Key Findings:
Georgia Tech’s position
is slightly below average for all the participating libraries and clearly
indicates areas
for
improvement.
Overall satisfaction
varied among user
groups: undergraduates surveyed are satisfied with the Library’s collections,
but not with the building; many faculty surveyed are dissatisfied
with the Library’s
collection
depth.
The highest scores for “desired level of service” are
in the Personal
Control dimension, indicating that quality of electronic access
to information
is very important to
our patrons.
Faculty desire more extensive digital
and print collections.
Our highest perceived
scores were in Affect of Service. While our users are pleased with the
quality
of our public
service,
comments
indicate
that
there
are some service issues we must address.
The
state of the Library buildings generated low scores and a number of
negative
comments.
The
building
meets
only minimum expectations
for some respondents
and is below expectations
for many.
Library & Information Center’s
Response:
The
Library has taken a number of immediate actions in response to survey results
and comments. Some of the highlights are:
Hours of service were expanded
in August 2003: both East and West buildings are open continuously from Sunday
noon through Friday 6:00 pm and Saturdays
9:00am to 6:00pm. With the East building open all evening, students have uninterrupted
access to collections, study areas, and circulation and reserve services.
In August 2003, the Library introduced a new
web interface, to facilitate student and faculty
ease
of use and to
improve access to resources
and services. A
significant change is the implementation of SFX,
a utility providing seamless access to full-text
resources and
dynamic links to fully integrate
information
resources. A new Library Catalog interface provides
easier access, navigation and increased functionality.
Eight digital photocopy machines were purchased;
they are located near
service points so that staff assistance is readily
available.
By end of Fall
semester, we anticipate converting
to the BuzzCard debit system for all Library services.
The Library is in critical need of renovation (the West building
opened in 1953, the East building
in 1968). The cost of comprehensive remodeling, infrastructure
modernization and furniture replacement
is around $25 million. Incremental improvements may be the way
to proceed. In the coming
year we expect
to receive funds for restroom refurbishment
and
expansion of the Library
West
Commons.
The
majority of students who come to
the Library to study expect all spaces to be free of ringing cell phones
and the conversations
they
carry. Effective
August 2003, the Library established
a cell phone-free
zone throughout both
buildings; this policy change was based on student
feedback.
The Library will
double the allocation for “Popular Reading” books
(fiction) for FY2003/04.
The Library considers the transition to electronic
full text of journal and conference
literature to be a critical priority. Specific titles and publishers
mentioned in the LibQUAL+ comments
have been reviewed and are being targeted for electronic access.
In addition, we
are aggressively
adding
electronic
access for our print journals when available.
The Library Leadership Council and other Library working groups will continue
to analyze the LibQUAL+ Survey results and consider additional service improvements.
We
appreciate the thoughtful feedback and insight provided by LibQUAL+ Survey
participants. Thanks for taking the time to assess the Library and improve
the quality of our resources and services.
For more information about the
survey, please email us.
Spring
2003 
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