User Survey and Evaluation at the Osaka University

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

Recent Activities User Surveys July 2003　Main Library: 　813 Answers November 2004　All Libraries: 1, 753 Answers Evaluation-Related Activities Annual Report　1992 Self-Evaluation Report　1994 Basic Performance Measures　2004 Library Evaluation Committee set up　2004 External Evaluation : in planning Lib. QUAL+ Symposium 2008

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 Lib. QUAL+ Symposium 2008

Outline of the Latest Questionnaire 2 Designing Questions Draft made 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 Lib. QUAL+ Symposium 2008

Outline of the Latest Questionnaire 3 Questions 1. Profile 2. Status/Department/Library of main use/Frequency/Day and Time/Purpose of Library use 2. Evaluation of Library § Facilities and Environment （10 items） § Providing Information （6 items）　 § User support and other services（8 items） § Attitudes of Library staff（4 items） 3. Free-form Comment Lib. QUAL+ Symposium 2008

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 ) Lib. QUAL+ Symposium 2008

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

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 Lib. QUAL+ Symposium 2008

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 Lib. QUAL+ Symposium 2008

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　 Lib. QUAL+ Symposium 2008

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 Lib. QUAL+ Symposium 2008

Conclusions and Further Topics 1 What answers say: • Strong Demands of Users • User style as ”Facilities User” • Importance of Potential 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 Lib. QUAL+ Symposium 2008

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 Lib. QUAL+ Symposium 2008