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User Survey and Evaluation at the Osaka University Library

User Survey and Evaluation at the Osaka University Library. TAKASHI YAMASAKI Planning Division, Osaka University Library. Recent Activities .  User Surveys July 2003 Main Library: 813 Answers November 2004 All Libraries: 1,753 Answers.  Evaluation-Related Activities

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User Survey and Evaluation at the Osaka University Library

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  1. User Survey and Evaluation at the Osaka University Library TAKASHI YAMASAKI Planning Division, Osaka University Library LibQUAL+ Symposium 2008

  2. Recent Activities User Surveys July 2003Main Library:813 Answers November 2004All Libraries: 1,753 Answers Evaluation-Related Activities Annual Report1992- Self-Evaluation Report1994 Basic Performance Measures2004- Library Evaluation Committee set up2004 External Evaluation : in planning LibQUAL+ Symposium 2008

  3. Outline of the Latest Questionnaire 1 Purpose： To assess users’ expectations and demands To review library services and problems Period： Nov. 6 – 27, 2007 Survey: Distributed and collected questionnaires in the Main library and 3 branch libraries. Laboratories, offices, and lecture rooms were used to distributed questionnaires LibQUAL+ Symposium 2008

  4. Outline of the Latest Questionnaire 2 Designing Questions Draftmade by “Service Development Working Group” （set up 2007,　９ library staff ) • References： • Cases of Other Universities • Related Literature (about SERVQUAL, etc.) • Former Surveys of Osaka University Further considerations in the Library LibQUAL+ Symposium 2008

  5. Outline of the Latest Questionnaire 3 Questions • Profile • Status/Department/Library of main use/Frequency/Day and Time/Purpose of Library use • 2. Evaluation of Library • Facilities andEnvironment （10 items） • Providing Information （6 items）　 • User support and other services（8 items） • Attitudes of Library staff（4 items） 3. Free-form Comment LibQUAL+ Symposium 2008

  6. Outline of the Latest Questionnaire 4 How to evaluate library Rate “Current status” and “Expectation/Hope” in 5 degrees (Very dissatisfied / Dissatisfied / Neutral / Satisfied / Very satisfied ) LibQUAL+ Symposium 2008

  7. Results 1 1. Number of Answers 2,711 answers (All University members: about 34,000) 2. User Groups - Undergraduates:1,720 - Graduates:560 - Faculty and Staff: 339 - Outside the university: 74 LibQUAL+ Symposium 2008

  8. Results 2 Problems in Results Analysis Many “3”(neutral) ratings seem to mean “no judgment” Many answers showing same ratings for all items Too many problems about “expectations/hopes” ratings: difficult to analyze LibQUAL+ Symposium 2008

  9. Results 3 Evaluations on Current Status Best 3 items Ｑ２　Convenient Location Ｑ３　Cleanness Ｑ９　Quietness Worst 3 items Ｑ７　Places of copy machines Ｑ１０　Security control Ｑ１９　Easiness to understand available services LibQUAL+ Symposium 2008

  10. Results 4 Free comments 1,551 comments from 939 users Notable opinions Complaints to Facilities and Environment:326 Complaints to Materials:301 Complaints to Library Days and Hours:250 Complaints to Services:105 Complaints to Staff:47 LibQUAL+ Symposium 2008

  11. Results 5 Characteristics of Libraries Toyonaka Main Library High: Location, Clearness Low: Guide to Services, Copy Machines, Security Life Sciences Library High:High Ratings in average Low:Loan Periods & Borrowing Limits, Opening Hours Suita Branch Library High:Books, Journals, Databases Low:Cleanness, Facilities Minoh Branch Library High:Facilities Low: Books, Journals, Databases LibQUAL+ Symposium 2008

  12. Conclusions and Further Topics 1 • What answers say: • Strong Demands of Users • User style as”Facilities User” • Importance ofPotential Needs • Base of Service:Staff Attitude, Publicity and Facilities Management • Characteristic problems of each library • Topics Need to Considerate: • Principle and Characterization of Questionnaire • Methods of Survey: How to catch “Potential Needs” • Comparability and Continuity • Improving Questions LibQUAL+ Symposium 2008

  13. Conclusions and Further Topics 2 • Responses to the Survey • Starting possible improvement: • Review Borrowing Policy (Expand Periods and Limits) • Budget Request for Books, E-journals, Databases • Budget Request for Expansion of Library Hours • Improvement of Environment in Building Renewal Program • Planning Next Survey • How to Make a Continuous Survey • How to Manage a survey • Reconsider Items of Questionnaire • Consider Measures and Analysis Methods • Case Studies and Research LibQUAL+ Symposium 2008

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