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Library Customer Satisfaction Survey 2003

9. Information resources (books, print journals, CD's etc) are easily accessed

What you said: What the library will do about it:
Importance: 6.07 / 7 
Performance: 4.91 / 7 
Gap: 1.16

"Perhaps a few more signs are needed. I mean, I actually got lost on the top floor last week!"

"I am often lost in the library especially with journals and find it hard to find help once I'm in among the books."

"I have been able to find what I needed in almost all instances, and have trust in the catalogues and databases. Everything that my search displayed as available on shelf, was always indeed available on the shelf, and placed in its correct spot. Easily accessible material - saves a lot of time."

I have never had a problem using the library or locating products I require"

"I think the library has drastically improved since I was an undergraduate student, much easier to access and more user friendly now as a post grad student"

"I am impressed with the fact that the recent extension of Hargrave-Andrew Library now brings the entire journal collection into one place"
  • We will make our buildings easier to navigate
    The library has engaged design consultants who have been working intensively with library staff over the past few months to develop a plan for refurbishing the branches so it's easier for library users to find their way around. This includes examining the lay out of the buildings, how the collection is arranged and how we can improve signage. The plan will be implemented in future refurbishments of the branches, starting with the Hargrave Andrew Library in 2004.
  • We are ensuring that our collections are quickly discharged and reshelved
    We have made a commitment to faculties to re-shelve 90% of items within 24 hours of their return. We are not only meeting this commitment but in most cases getting items back on shelves even faster. This means if it's not out on loan it will be back on the shelf within a day. Subsequently, library users have greater access to resources.

    "Access to collections includes many facets, including the most basic steps of locating a campus library easily, finding the correct shelf location for the item in the library, and then being able to access that item if it is identified as currently in the library. Our survey indicates that access is an important issue, and although it is reasonable across most libraries, we still have a considerable way to go to make our buildings functional and welcoming, with easy access to all of our collections."

    Barbara Jacoby, Library Director, Client Services (Science, Health and Engineering)

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