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OU Libraries User Survey - LibQUAL

Library Responses to the 2012-2013 Survey

The 2012-2013 survey results showed that users are generally satisfied with the libraries’ performance, with the libraries earning the following scores out of 9 possible points:  7.92 for satisfaction with the way users are treated at the library; 7.47 for library support for learning, research and/or teaching needs; and 7.68 for overall quality of the service. As we pay attention to the survey findings and listen to your feedback, we hope to obtain higher satisfaction ratings the next time we conduct this survey. 

Here are some of the actions taken so far by the Libraries in response to your feedback.  The work is ongoing, so check back again for more updates.   

Access to Tools and Materials

Library website, access, and research tools need improvement

  • A new user-tested website was released at the start of the Fall 2013 semester.
     
  • Off-campus access to library resources was improved by allowing logins through users' OU netIDs and passwords.
     
  • A new e-book collections browsing page was created.
     
  • Laptops are now available for loan to students. 
     
  • 15 additional computers were added to the Learning Commons (south wing).
Noise Levels

Noise levels too high, quiet atmosphere not enforced

  • The Libraries established a Users' Rights and Responsibilities policy that will be used by staff and libraries to improve enforcement of appropriate noise levels in our spaces.
     
  • Library staff members and student assistants will be proactive in reinforcing our "quiet zones."
     
  • More signage about the environment of the "quiet floor" (3rd floor) has been posted.  
     
  • Smaller tables and carrels will be used on the 3rd floor, with larger tables moved to the 4th floor collaborative-study area.  This will encourage groups to congregate in areas other than the "quiet floor." 
     
  • The Group Media-Viewing Room has been moved to a non-quiet floor.
     
  • Table-tent signs for "quiet zones" will be displayed during periods of heavy library use.
Study Spaces
More comfortable chairs and spaces, more individual study rooms
  • Although OU's student population has grown over the past two decades, the square footage of the Kresge Library building has not changed since the early 1990s.  For this reason, library administration will be commissioning a feasibility study to see if adding a 5th floor or an annex might be possible in the future. 
     
  • Deselecting of low-use print materials is ongoing so that we can create new study spaces for students.
     
  • A comfortable reading zone with soft seating was implemented on the 2nd floor near the Frankie Cafe. 
     
  • 30 new individual-study seats were added to the Learning Commons (south wing) where several rows of reference materials were once shelved. 
     
  • New soft seating and other furnishings are being planned for the collaborative study areas on the 4th floor. 
     
  • Better, more comfortable seating is being planned throughout the building, as resources allow.   
     
  • Individual study rooms and the Reflection Room will be cleaned and upgraded over the next few years.
     
  • A former storage room (Room 128) and a former media-viewing room (Room 314) will be retrofitted over the Fall semester to serve as new study rooms, each offering seating for 2-3 students. 
Technology

 Technology improvements, more electrical power outlets

  • 65 more electrical outlets were added throughout the building.
     
  • 30 more electrical outlets were added to the Learning Commons (south wing).
     
  • Up to 30 more outlets, by way of tables with power management features, are being created this semester in the collaborative-study zone on the 4th floor.
     
  • There will be a kiosk placed at the front entrance to help users find our services and resources with more ease.
Improvements for ...

Improved Services and Resources for Graduate Students

  • A focus group will be held with graduate students to delve deeper into the less than satisfactory ratings expressed by this user group.
     
  • We are planning to hold workshops targeted to graduate students:  using website, finding resources, RefWorks training. 
     
  • Our popular Dissertation 101 workshop will be held again this year.
     
  • We will conduct more discipline-specific orientations for students.
     
  • New content on our website will be created to focus specifically on graduate students. 

 

Improved Services and Resources for Faculty

  • We have implemented demand-driven purchasing methods so that funds can be used more effectively. 
     
  • Lists of new resources by discipline will be sent out to faculty through library liaisons.
     
  • BrowZine was acquired to allow people to browse the contents of journals.  
     
  • We advocated for and will recruit a new Business and Informatics Librarian and an Engineering and Physical Sciences Librarian, who will provide more targeted services and collection development in these areas. 
     
  • We created a Library Consultant for Music role and assigned this to a library manager who will work with the faculty library liaison to enhance our music-related services and collections. 

 

Improved Services and Resources for Staff

  • Librarians provided a series of workshops targeted to OU staff in the Summer 2013 semester on finding information and images, and using library resources and services.


User Feedback

The OU Libraries conducted an online survey of service quality called LibQual+™ Lite in the 2012/2013 academic year.  1,860 students, faculty, and staff at OU responded.  Over 700 comments were also received. Reports about the findings are available here:

·      Special appreciation is extended to all OU students, faculty, staff, and administrators who took the time to complete our survey in late 2012. We are using the results and your feedback to inform our strategic planning, priorities, and enhancement of services and resources for the entire OU community. Thank you for your support of the OU Libraries! 

More about the survey

What survey instrument is being used?
LibQual+® - used by over 1,200 libraries worldwide. It derives from SERVQUAL which is used to measure service quality in private industry. With LibQual+®, we can compare our service quality with our peer libraries.


How will the survey benefit me?

Results will guide us in setting priorities for the OU Libraries. Thanks to you, we will identify strengths and weaknesses in the collections and services, and develop new and improved services that reflect your expectations.


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