Library Client Survey Report...Online resources (e.g. ejournals, databases, ebooks) meet my learning...

Library ClientSurvey Report

October 2009

Contents

1 Introduction.....................................................................................1

1.1 Background ................................................................................... 1

1.2 Survey Objectives .......................................................................... 1

1.3 Survey Process............................................................................... 1

1.4 Scaling .......................................................................................... 2

1.5 Response Statistics......................................................................... 3

2 Detailed Results Interpretation.......................................................6

2.1 What Clients Believe is Important for the Library.............................. 6

2.2 How Clients Believe the Library is Performing................................... 8

2.3 Where Clients Believe the Library Can Potentially Improve.............. 11

2.4 Prioritising Potential Improvement Opportunities............................ 13

2.5 Comparison With Other University Libraries ................................... 14

2.6 Overall Satisfaction....................................................................... 17

3 Summary of Results.......................................................................18

3.1 Frequency of Use ......................................................................... 18

3.2 Frequency of Use: Demographic Breakdowns................................. 19

3.3 Other Demographic Breakdowns ................................................... 23

4 Review Summary and Discussion .................................................29

University of Western Sydney Library Client Survey, October 2009

© Insync Surveys Pty Ltd Page 1

1 Introduction

1.1 Background

The Council of Australian University Librarians (CAUL) has a longstanding relationship with

Insync Surveys to assist CAUL members to develop, administer and analyse client satisfaction

surveys. Insync Surveys ensures that libraries can measure performance against each other,

which in turn enables libraries to develop the highest possible standards of service for library

users. Consistent with this agreement, Insync Surveys was retained by University of Western

Sydney (UWS) Library to conduct a survey of its clients so that their views, ideas, and

suggestions can be considered as part of its commitment to improvement. The results of the

Library’s client survey are compared with other university libraries in the Insync Surveys

database, which has been built over 10 years.

1.2 Survey Objectives

The primary objective of the survey is to provide UWS Library with a way to identify key

client concerns. More specifically, the objectives of the survey are:

To identify, prioritise and manage the key issues affecting clients

To allow UWS Library’s performance to be measured and monitored over time

To provide clients with the opportunity to communicate openly and honestly with the

management team of the Library

To compare results with other university libraries in the database so that

performance can be measured against industry standards

1.3 Survey Process

The survey required all clients to provide some demographic information. It then displayed

28 statements – called ‘variables’ – considered critical to the continued success of the

Library. Clients were asked to rate each statement twice – first to measure the importance

of each of the statements to them and second to measure their impression of the library’s

performance on each statement.

Clients of the Library were given the opportunity to participate in the survey in October 2009

by completing the questionnaire anonymously. This confidentiality helps ensure that the true

concerns of the clients are identified. The survey could be completed online only.

This is the fifth Insync Surveys survey of its kind to be undertaken by the Library.



1.4 Scaling

The adoption of a seven-point scale provides very good and valid discrimination of stakeholder

attitudes across the questions that are asked in the survey instrument. We have also found through

our research that a seven-point scale is sufficiently interval in nature to apply standard statistical

tests of the means that are produced from such scales. Accordingly, the results we produce as part

of our report involve analysis of the mean responses to each of the questions asked, across all

demographic categories. This analysis of means provides very good information (in terms of being

statistically valid and reliable) for management and stakeholder when feedback is provided.

Note that the middle option (4) in the seven point scale allows for respondents to “neither agree

nor disagree”.



1.5 Response Statistics

The following table details the number of usable survey forms received from clients of the

Library. Where a minority of clients do not indicate their demographic information, these

forms are consequently classified as Unspecified.

Total 7766

University of Western Sydney

Library Client Survey October 2009

Response Statistics

Which Campus Library do you use most?

Bankstown 1579

Blacktown 151

Campbelltown 1298

Hawkesbury 761

Parramatta 2383

Penrith (Allen) 602

Penrith (Ward) 839

Off Campus 138

Unspecified 15

What single category best describes you?

Undergraduate/UWSCollege 5982

Postgraduate 1291

Academic/Research Staff 246

General Staff 76

From another University 46

TAFE 55

Other 40

Unspecified 30

Are you an Offshore or Local student?

Offshore Student 879

Local Student 6633

Unspecified 254

In total, 7766 responses were received. This number of responses provides a very high

degree of confidence (99% +/- 3%) in the results obtained at the overall university level.

The number of responses received this year was substantially more than the 5604 responses

received for the 2007 survey.

The response statistics table shows:

Most responses were recorded for the Parramatta Campus Library (30.7%), followed

by Bankstown (20.3%) and Campbelltown (16.7%)

Undergraduate/UWS College students provided the largest number of category

responses (77.0%), along with Local students (85.4%)



Total 7766



Response Statistics

What is your major area of study, research or

teaching?

School of Communication Arts 453

School of Education 684

School of Humanities and Languages 477

School of Psychology 569

School of Social Sciences 407

School of Accounting 590

School of Economics and Finance 238

School of Law 477

School of Management 579

School of Marketing 252

Sydney Graduate School of Management 38

School of Biomedical and Health Services 625

School of Computing and Mathematics 180

School of Engineering 257

School of Medicine 146

School of Natural Sciences 551

School of Nursing and Midwifery 1089

UWSCollege 47

Research Institute/Centre/Group 67

Unspecified 40

The School of Nursing and Midwifery recorded a response rate of 14.0%, followed by

the School of Education (8.8%) and the School of Biomedical and Health Sciences

(8.0%)



The following table displays the response statistics for all variables where

respondents selected the N/A option. Importance scores are recorded along with the

numbers and percentage of respondents that selected the N/A option for each

variable.

Total 7766

Mean Rank # %

University of Western Sydney Library Client Survey October 2009

Response Statistics N/A

Importance N/AVariables

Online resources (e.g. ejournals, databases, ebooks) meet my

learning and research needs 6.18 1 100 1.29%

Library staff provide accurate answers to my enquiries 6.14 2 139 1.79%

Library staff are readily available to assist me 6.04 3 110 1.42%

When I am away from campus I can access the electronic Library

resources and services I need 6.00 4 147 1.89%

Library staff are approachable and helpful 5.87 5 105 1.35%

Information resources located in the Library (e.g. books, journals,

DVDs) meet my learning and research needs 5.81 6 260 3.35%

Books and articles I have requested from other libraries and campuses

are delivered promptly 5.70 7 1572 20.24%

The items I’m looking for on the library shelves are usually there 5.66 8 256 3.30%

Library staff treat me fairly and without discrimination 5.63 9 129 1.66%

The library web site is easy to use 5.60 10 37 0.48%

Course specific library resources meet my learning needs 5.40 11 390 5.02%

I can find library resources easily from vUWS sites 5.38 12 222 2.86%

Online enquiry services (e.g. Online Librarian, Contact Us) meet my

needs 5.29 13 1080 13.91%

Face-to-face enquiry services meet my needs 5.21 14 251 3.23%

The Library web site provides useful information 5.17 15 22 0.28%

Printing and photocopying facilities in the Library meet my needs 5.16 16 379 4.88%

I can get wireless access in the Library when I need to 5.03 17 1239 15.95%

Self Service (e.g. self check loans, returns, requests, renewals, holds)

meets my needs 5.02 18 351 4.52%

Opening hours meet my needs 4.95 19 143 1.84%

The Library anticipates my learning and research needs 4.78 20 264 3.40%

I can find a quiet place in the Library to study when I need to 4.73 21 302 3.89%

I can find a place in the Library to work in a group when I need to 4.66 22 474 6.10%

A computer is available when I need one 4.65 23 338 4.35%

The Library is a good place to study 4.61 24 289 3.72%

Laptop facilities (e.g. desks, power) in the Library meet my needs 4.60 25 1083 13.95%

Library classes and online tutorials help me with my learning and

research needs 4.40 26 694 8.94%

Library signage is clear 4.25 27 173 2.23%

I am informed about Library services 4.20 28 57 0.73%



2 Detailed Results Interpretation

2.1 What Clients Believe is Important for the Library

The 10 highest ranked importance variables for the UWS Library clients are listed in

descending priority order in the table below. The 2007 results are also reported to enable a

comparison.

October 2009 September 2007

Top 10 Importance Top 10 Importance

Library staff provide accurate

answers to my enquiries6.50

Library staff are friendly and

helpful6.57

When I am away from campus I

can access the electronic Library

resources and services I need

6.50Library staff treat me fairly and

without discrimination6.55

Library staff are approachable and

helpful6.49 The library web site is easy to use 6.52

Online resources (e.g. ejournals,

databases, ebooks) meet my

learning and research needs

6.49Access to electronic resources is

easily available6.51

Library staff treat me fairly and


Off-campus access to electronic

information resources & services

is adequate

6.49

Library staff are readily available

to assist me6.46

The library catalogue is easy to

use6.49

The library web site is easy to use 6.42Library staff display

professionalism6.45

I can find a quiet place in the

Library to study when I need to6.35 Opening hours meet my needs 6.45

Course specific library resources

meet my learning needs6.34

Course-specific resources are

easy to find and access6.44

Printing and photocopying facilities

in the Library meet my needs6.34

The library collection is adequate

for my needs6.44

Mean Mean

Common to 2009 and 2007 Unique

Of the 28 statements in the survey, 23 were identified with importance means of 6.00 or

higher. These statements are all of relatively high importance to clients.



The themes of the variables in the top 10 importance list include library staff providing

accurate answers to enquiries, being approachable and helpful, fair and non discriminatory,

and readily available to assist. Other themes include ease of using the library web site, the

adequacy of online and course specific resources, the ability to find a quiet study area, ease

of off campus access to Library resources and services, and the adequacy of printing,

scanning and photocopying facilities.

Three of the ten variables overlap with the 2007 result. The importance scores for all three

variables have decreased since the last survey, meaning that clients now see these factors as

less important.



2.2 How Clients Believe the Library is Performing

The table below reports, in descending order, the 10 variables ranked highest in performance

by the UWS Library clients in 2009 as compared with those ranked highest in 2007.


Top 10 Performance Top 10 Performance


without discrimination *6.26



Library staff are approachable and

helpful *6.08

Library staff display

professionalism6.19

Library staff provide accurate

answers to my enquiries *6.05

Library staff are friendly and

helpful6.12

Library staff are readily available

to assist me *5.94

Library staff provide clear and

accurate answers/responses to

my queries

5.80

When I am away from campus I

can access the electronic Library

resources and services I need *

5.91Library staff provide quality

service5.78

Self Service (e.g. self check loans,

returns, requests, renewals,

holds) meets my needs

5.87Library staff are readily available

to assist me5.75

Face-to-face enquiry services

meet my needs5.83

Service staff respond in a timely

manner5.74

Books and articles I have

requested from other libraries and

campuses are delivered promptly

5.70 The library web site is easy to use 5.69



learning and research needs *

5.66Photocopying & printing facilities

are adequate5.67

The Library web site provides

useful information5.65

Requests for inter-campus loans

are filled promptly5.58

Mean Mean

(N.B. Factors marked * have also been identified as top 10 importance issues)


The survey identified 26 out of 28 variables with scores greater than 5.00. All of these

variables are considered strong performers, with 5.00 representing a relatively strong rating

on a seven-point scale.



Five variables in the top 10 performance list relate to library staff – more specifically: their

fairness, approachability and helpfulness, their availability to assist, their provision of

accurate answers to enquiries, and the adequacy of face to face enquiry service. The

remaining variables relate to the usefulness of the library website, the adequacy of online

resources and self service facilities, and the prompt delivery of inter-campus and off-campus

loans.

The top 10 performance list contains six factors from the top 10 importance list, as indicated

by the red asterisks. These include:

Library staff treat me fairly and without discrimination

Library staff are approachable and helpful

Library staff provide accurate answers to my enquiries

Library staff are readily available to assist me

When I am away from campus I can access the electronic Library resources and

services I need

Online resources (e.g. ejournals, databases, ebooks) meet my learning and research

needs

This is a very positive result for the Library. Not only are these factors among the most

important issues to clients of the library, they are also being performed well.

Four of the top 10 performance variables for 2009 are common with the list from the 2007

survey. The performance scores for the variables Library staff provide accurate answers to

my enquiries and Library staff are readily available to assist me have increased substantially

since the previous survey, indicating that performance has improved.

When analysing the performance results, it is important to keep in mind that we are dealing

with clients’ perceptions of the Library’s performance. A review of the ‘Best Practice

Categories’ graphs are also recommended for individual variables. This allows for a

comparison of scores for individual variables with the performance scores of other libraries in

the Insync Surveys database.



At the other end of the scale are the lowest performing variables. This table shows the 10

variables given the lowest rankings by the UWS Library clients in 2009 as compared with

those ranked lowest in 2007. Please note that the lowest performing variable appears first

on the list.


Lowest 10 Performance Lowest 10 Performance

A computer is available when I

need one4.37

Library staff keep me informed

about new services, resources

and collections

4.63

I can get wireless access in the

Library when I need to4.99

Access to computers to support

study/research is adequate4.72

The items I’m looking for on the

library shelves are usually there5.04 Wireless facilities are adequate 4.92

I am informed about Library

services5.17

Library staff respond to my

suggestions and ideas5.01

The Library anticipates my

learning and research needs5.20

Facilities for using personal

laptops are adequate5.09


Library to study when I need to *5.26

Prompt corrective action is taken

regarding missing books and

journals

5.15

Laptop facilities (e.g. desks,

power) in the Library meet my

needs

5.26 Quiet study facilities are adequate 5.20

Library classes and online tutorials

help me with my learning and

research needs

5.31 Individual seating is adequate 5.25

I can find a place in the Library to

work in a group when I need to5.39


for my needs5.26

Library signage is clear 5.44 Online help services are adequate 5.28

Mean Mean



The lowest 10 performance list has one variable in common with the top 10 importance list,

namely, I can find a quiet place in the Library to study when I need to. Three variables from

the current lowest performing list are common with those identified in the previous survey.



2.3 Where Clients Believe the Library Can Potentially Improve

In identifying factors for improvement, Insync Surveys analyses the perceived difference – or

‘gap’ – between the importance and performance scores for each variable. These gaps

indicate areas of frustration or dissatisfaction for clients and therefore represent potential

improvement opportunities. Based on our research, gaps of or above 2.00 are considered

substantial.

This table reports the 10 variables with the highest gaps for the 2009 and 2007 surveys.


Top 10 Gaps Top 10 Gaps

A computer is available when I

need one1.85

Access to computers to support

study/research is adequate1.69

The items I’m looking for on the

library shelves are usually there1.21


for my needs1.18

I can get wireless access in the

Library when I need to1.14

Course-specific resources are

easy to find and access1.12


Library to study when I need to *1.09 Quiet study facilities are adequate 1.12

The library web site is easy to use

*0.86

Off-campus access to electronic

information resources & services

is adequate

1.10



learning and research needs *

0.83Access to electronic resources is

easily available1.06

I can find library resources easily

from vUWS sites0.83 Individual seating is adequate 1.03

I can find a place in the Library to

work in a group when I need to0.81

The library catalogue is easy to

use0.97

Course specific library resources

meet my learning needs *0.80 Opening hours meet my needs 0.96

The Library is a good place to

study0.80

Library catalogue provides clear

and useful information0.91

Mean Mean





From all 28 variables, none recorded a gap score in the substantial range, which is a positive

result for the Library.

The top 10 gap list contains four variables from the top 10 importance list, as indicated by

the red asterisks. These are:

I can find a quiet place in the Library to study when I need to (a top 50% performer

when benchmarked externally)

The library web site is easy to use (a top 50% benchmark performer)


needs (a top 25% benchmark performer)

Course specific library resources meet my learning needs (also a top 25% performer

when benchmarked externally)

Two factors that were of concern to clients in 2007 appear on the list again in 2009. It is

worth noting that the gap score for A computer is available when I need one has increased

from 1.69 in 2007 to 1.85 in 2009.



2.4 Prioritising Potential Improvement Opportunities

Analysis of these gaps enables the UWS Library to prioritise strategies for improvement

around factors considered most pressing by clients. For an issue to be considered in need of

attention, it must have both a gap score of or above 2.00 and be of high importance. A

substantial gap score together with a low importance score is indicative of a non-issue for

clients. Conversely, a substantial gap score together with a high importance score suggests

an area of concern.

This information is calculated by and reported in the gap grid (refer to the attached data). It

is a unique visual tool that allows you to see several key pieces of information within the one

diagram. For each survey variable it shows the performance score (horizontal axis), the

importance score (vertical axis) and the gap score (colour coded). Using this information,

the factors that should be prioritised as improvement opportunities can be identified. The

gap grid is a highly effective tool at an aggregate level and also at a specific demographic

level.

With this in mind, a review of the library-wide gap grid has identified the following potential

improvement opportunities for UWS Library given the relatively high gap scores:

A computer is available when I need one (bottom 50% when benchmarkedexternally)

The items I’m looking for on the library shelves are usually there (bottom 50%when benchmarked externally)

Although these statements did not record gap scores greater than 2.00, it may be prudent to

explore how these areas could be addressed before they become problematic.



2.5 Comparison With Other University Libraries

The UWS Library recorded an overall score of 79.8%, indicating a result in the first quartile

(top 25%) when compared with other libraries in the Insync Surveys database. This reflects

a score increase of 1.3% since the previous survey in 2007.

UWS Library Client Survey, October 2009Weighted Performance Index

0

79.8% 78.5%

00%

20%

40%

60%

80%

100%

October 2009 (7766) September 2007 (5604)

We

igh

ted

Pe

rfo

rma

nce

Ind

ex

1st Quartile

2nd Quartile

3rd Quartile

4th Quartile



The following graph shows the performance scores of the UWS Library, within the range of

other library scores, across the five survey categories. At the time the UWS Library survey

was administered, 40 other university libraries had completed benchmark surveys. It is this

group that makes up the comparison group.

The three highest priority categories for the clients of the UWS Library are Library Staff,

Information Resources and Facilities and Equipment (as indicated by the bold numbers in the

following graph).

Information Resources has recorded a new benchmark high of 80.7% – a very positive result

for the Library. The remaining four categories, Library Staff, Communication, Service Delivery

and Facilities and Equipment are all performing in the first quartile (top 25%) when

benchmarked externally.

Performance scores for Library Staff, Information Resources, Facilities and Equipment and

Communication have increased in comparison to the previous survey. The performance

score for Service Delivery remains the same as the previous survey. A more specific view of

results on each variable within the categories can be found in the detailed data analysis.

UWS Library Client Survey, October 2009Best Practice Categories Graph

5

4

3

1

2

1

2

3

4

5

6

7

Communication Service Delivery Facilities and Equipment Library Staff Information Resources

September 2009 (7766)

September 2007 (5604)Highest

1st Quartile

Median

3rd Quartile

Lowest



The following scorecard presents similar information to the previous graph however the

emphasis here is on the numerical scores of the Library in each category.

The Library performed highest on the category of Library Staff, with a score of 86.9%. The

lowest score was identified on Facilities and Equipment at 74.3%.

The information in the table also enables a comparison of the UWS Library results with the

highest, lowest and median performers in the Insync Surveys database.

UWS Library Client Survey, October 2009Weighted Performance Index

Communication Service Delivery

Facilities And

Equipment Library Staff

Information

Resources

Weighted

Total

Weighting 15% 22% 18% 20% 25% 100%

October 2009 (7766) 77.4% 78.4% 74.3% 86.9% 80.7% 79.8%

September 2007 (5604) 74.3% 78.4% 73.4% 85.6% 79.2% 78.5%

Highest Performer in Database 79.8% 82.8% 78.0% 92.4% 79.0% 80.7%

Median 71.8% 75.6% 69.4% 82.2% 71.7% 74.3%

Lowest Performer in Database 62.7% 59.8% 53.4% 72.4% 55.6% 65.1%



2.6 Overall Satisfaction

Respondents were asked to provide a general assessment of their satisfaction with the

Library (see graph below). In this case, the overall average of 5.65 (80.7%) places UWS

Library in the first quartile (or top 25%) when compared with other libraries that have

surveyed over the last two years. This represents a slight increase in overall satisfaction of

0.03 (0.4%) since the previous survey in 2007.

UWS Library Client Survey, October 2009Overall, how satisfied are you with the Library

5.65 5.62

1

2

3

4

5

6

7

September 2009 (7766) September 2007 (5604)

Pe

rfo

rma

nce

Me

an

1st Quartile

2nd Quartile

3rd Quartile

4th Quartile



3 Summary of Results

3.1 Frequency of Use

This section of the report examines information corresponding to the usage of the libraries at

UWS. Respondents were asked to indicate how often they come into the Library, how often

they access the Library online, and how often they are required to be on the campus. The

number of responses across the options within each of these questions can be seen in the

table below.

Total 7766



Response Statistics

How often do you come into the library?

Daily 1066

2–4 days a week 4737

Fortnightly 864

Monthly 322

Rarely (ie. A few times a year) 257

Never 46

Unspecified 474

How often do you access the Library online?

Daily 1657

2-4 days a week 4071

Fortnightly 1036

Monthly 324

Rarely (i.e. a few times a year) 182

Never 18

Unspecified 478

How often are you required to be on campus?

Daily 971

2-4 days a week 5908

Fortnightly 125

Monthly 49

Rarely (i.e. a few times a year) 156

Never 94

Unspecified 463

The most common frequency response for all three categories was 2-4 days a week with

response rates of 61.0%, 52.4% and 76.0% respectively. Between 0.2% and 3.3% of

respondents indicated their visits (both physical and online) to the Library at Rarely or Never.

The survey respondents are therefore more likely to be regular users of library services and

as such are more likely to have a comprehensive view of the services provided.



3.2 Frequency of Use: Demographic Breakdowns

The following tables show the top 5 improvement opportunities for each of the demographic

groups in the survey.

When considering the following tables, there are a few things to keep in mind. Firstly, for a

small number of groupings where fewer than 10 responses have been received, no data will

be provided. Secondly, if a variable is highlighted in orange, it means that it is unique – that

is, not shared by any other group in that demographic breakdown.

The other things to look out for are:

Similarities and differences in gap scores within the different demographic groups

Gap scores of 2.00 or greater



Library Visit Frequency

University of Western Sydney Library Client Survey October 2009Top 5 Gap Scores by Demographic

How often do you come into the library? Unique factors

Daily (1066 Responses) 2–4 days a week (4737 Responses) Fortnightly (864 Responses)

A computer is available when I need one 1.66 A computer is available when I need one 1.97 A computer is available when I need one 1.67

The items I’m looking for on the library

shelves are usually there1.05





I can get wireless access in the Library

when I need to1.04


when I need to1.18


when I need to1.10

I can find a quiet place in the Library to

study when I need to0.97


study when I need to1.17 The library web site is easy to use 0.97

Opening hours meet my needs 0.91 The Library is a good place to study 0.87I can find library resources easily from

vUWS sites0.91

Monthly (322 Responses)Rarely (ie. A few times a year) (257

Responses)Never (46 Responses)

A computer is available when I need one 1.42 A computer is available when I need one 1.37I can find a quiet place in the Library to



shelves are usually there1.20 The library web site is easy to use 1.18 The Library is a good place to study 1.33

The library web site is easy to use 1.09The items I’m looking for on the library

shelves are usually there0.98 A computer is available when I need one 1.25


when I need to0.97


when I need to0.94 The library web site is easy to use 1.21


databases, ebooks) meet my learning and

research needs

0.89Course specific library resources meet my

learning needs0.89



research needs

1.01

The most commonly occurring variable (recorded across all groups) was:

A computer is available when I need one

Three of the six groups identified unique factors, as indicated by the shaded areas.

2 to 4 days a week users recorded a relatively high gap score of 1.97 for A computer is

available when I need one.



Online Visit Frequency


How often do you access the Library online? Unique factors

Daily (1657 Responses) 2-4 days a week (4071 Responses) Fortnightly (1036 Responses)











when I need to1.18


when I need to1.07


when I need to1.04





Opening hours meet my needs 0.85 The library web site is easy to use 0.90 The library web site is easy to use 0.98

Monthly (324 Responses)Rarely (i.e. a few times a year) (182


A computer is available when I need one 1.95 A computer is available when I need one 1.82I can find a place in the Library to work in a

group when I need to1.52




when I need to1.56




when I need to1.20


study when I need to1.26 The Library is a good place to study 1.01





The library web site is easy to use 0.95I can find a place in the Library to work in a




The most commonly occurring variables recorded across all groups were:


I can find a quiet place in the Library to study when I need to

The items I’m looking for on the library shelves are usually there

Two of the six groups identified unique factors, as indicated by the shaded area.

No group recorded a gap score of 2.00 or greater. However, once again relatively high gap

scores were recorded for the variable A computer is available when I need one – the highest

of these was a score of 1.95 recorded by the Monthly group.



Campus Visit Frequency


How often are you required to be on campus? Unique factors

Daily (971 Responses) 2-4 days a week (5908 Responses) Fortnightly (125 Responses)









when I need to0.87


when I need to1.18


when I need to1.17







The library web site is easy to use 0.78 The library web site is easy to use 0.87 Opening hours meet my needs 0.92

Monthly (49 Responses)Rarely (i.e. a few times a year) (156



when I need to1.27 A computer is available when I need one 1.23 The library web site is easy to use 1.09

A computer is available when I need one 1.22The items I’m looking for on the library




research needs

1.10I can get wireless access in the Library

when I need to0.99

Course specific library resources meet my

learning needs0.90


learning needs1.09

I can find library resources easily from

vUWS sites0.96






learning needs0.94



research needs

0.85

The most commonly occurring variables identified by all groups were:



Two of the six groups identified unique factors, as indicated by the shaded areas.

With regards to gap scores, again A computer is available when I need one was identified

with a relatively high gap score of 1.94 by those users who attended the campus 2-4 days a

week.



3.3 Other Demographic Breakdowns

Top 5 Gaps: Library


Which Campus Library do you use most? Unique factors

Bankstown (1579 Responses) Blacktown (151 Responses) Campbelltown (1298 Responses)





when I need to0.81


when I need to1.18


when I need to1.39







Laptop facilities (e.g. desks, power) in the

Library meet my needs0.70



I can find a place in the Library to work in a




research needs

0.61 Opening hours meet my needs 0.82

Hawkesbury (761 Responses) Parramatta (2383 Responses) Penrith (Allen) (602 Responses)














research needs

0.81I can find a place in the Library to work in a





when I need to0.78


when I need to1.05


when I need to0.99

Penrith (Ward) (839 Responses) Off Campus (138 Responses)

A computer is available when I need one 2.05 A computer is available when I need one 1.41


shelves are usually there1.33 The library web site is easy to use 1.24


when I need to1.32


vUWS sites1.11

The library web site is easy to use 0.98Course specific library resources meet my

learning needs1.08


vUWS sites0.92


when I need to1.06

Continued on next page...



The most commonly occurring variables identified by all groups were:


I can get wireless access in the Library when I need to

Two groups identified unique factors as indicated by the shaded areas.

Bankstown, Penrith (Allen) and Penrith (Ward) recorded gap scores of 2.23, 2.13 and 2.05

respectively for A computer is available when I need one.



Top 5 Gaps: Category


What single category best describes you? Unique factors

Undergraduate/UWSCollege (5982

Responses)Postgraduate (1291 Responses) Academic/Research Staff (246 Responses)

A computer is available when I need one 1.90 A computer is available when I need one 1.83 The library web site is easy to use 1.27








when I need to1.16



Information resources located in the

Library (e.g. books, journals, DVDs) meet

my learning and research needs

0.97




when I need to1.12



research needs

0.88

The library web site is easy to use 0.85 Opening hours meet my needs 0.92The items I’m looking for on the library


General Staff (76 Responses) From another University (46 Responses) TAFE (55 Responses)


when I need to0.86 A computer is available when I need one 1.36 A computer is available when I need one 1.00




when I need to0.67

A computer is available when I need one 0.76I can get wireless access in the Library

when I need to1.00





When I am away from campus I can

access the electronic Library resources and

services I need

0.96 I am informed about Library services 0.43



services I need

0.51



research needs

0.91 The library web site is easy to use 0.42

Other (40 Responses)

A computer is available when I need one 1.13

Printing and photocopying facilities in the







learning needs0.77

The most commonly occurring variables identified by six of the seven groups were:



Four groups identified unique factors (see shaded areas). There were no gap scores recorded

at 2.00 or greater.



Top 5 Gaps: Study Area


What is your major area of study, research or teaching? Unique factors

School of Communication Arts (453

Responses)School of Education (684 Responses)

School of Humanities and Languages (477

Responses)



when I need to1.44








when I need to1.35


when I need to1.25

The library web site is easy to use 0.99I can find a quiet place in the Library to





vUWS sites0.88






0.96

School of Psychology (569 Responses) School of Social Sciences (407 Responses) School of Accounting (590 Responses)











when I need to1.24




when I need to1.37





The Library is a good place to study 1.10 The library web site is easy to use 1.01I can get wireless access in the Library

when I need to0.92

School of Economics and Finance (238

Responses)School of Law (477 Responses) School of Management (579 Responses)









when I need to1.18






shelves are usually there1.10 Opening hours meet my needs 1.29



The Library is a good place to study 1.03I can get wireless access in the Library

when I need to1.18


when I need to1.07

Continued on next page...



School of Marketing (252 Responses)Sydney Graduate School of Management (38

Responses)

School of Biomedical and Health Services

(625 Responses)

A computer is available when I need one 1.71I can get wireless access in the Library

when I need to1.85 A computer is available when I need one 1.58


when I need to1.27




when I need to1.13


study when I need to1.19 The Library is a good place to study 1.33




group when I need to1.19 A computer is available when I need one 1.32








learning needs0.81

School of Computing and Mathematics (180

Responses)School of Engineering (257 Responses) School of Medicine (146 Responses)

A computer is available when I need one 1.39 A computer is available when I need one 2.04The items I’m looking for on the library







when I need to1.34




study when I need to1.15 Opening hours meet my needs 1.26

The Library is a good place to study 0.76The items I’m looking for on the library


The library web site is easy to use 0.76Printing and photocopying facilities in the




School of Natural Sciences (551 Responses)School of Nursing and Midwifery (1089

Responses)UWSCollege (47 Responses)

A computer is available when I need one 1.64 A computer is available when I need one 1.60I can get wireless access in the Library

when I need to1.42







The library web site is easy to use 0.90



research needs

0.95Course specific library resources meet my

learning needs0.97


when I need to0.88


when I need to0.93



services I need

0.97



research needs

0.81I can find library resources easily from

vUWS sites0.90 A computer is available when I need one 0.95

Research Institute/Centre/Group (67

Responses)


when I need to1.41

The library web site is easy to use 1.35



research needs

1.22






1.05



The variable A computer is available when I need one was common to all groups except the

Research Institute/Centre/Group.

High gap scores were recorded against this variable by the following groups:

School of Education (2.31)

School of Psychology (2.41)

School of Social Sciences (2.23)

School of Law (2.10)

School of Engineering (2.04)

Two groups identified unique factors as indicated by the shaded areas.



4 Review Summary and Discussion

This year the UWS Library recorded an overall score of 79.8%, indicating a result in the first

quartile (top 25%) when compared with other libraries in the Insync Surveys database. This

reflects a score increase of 1.3% since the previous survey in 2007.

The areas of highest importance to Library clients include library staff providing accurate

answers to enquiries, being approachable and helpful, fair and non discriminatory, and

readily available to assist. Other themes include ease of using the library web site, the

adequacy of online and course specific resources, the ability to find a quiet study area, ease

of off campus access to Library resources and services, and the adequacy of printing,

scanning and photocopying facilities.

Five variables in the top 10 performance list relate to library staff – more specifically: their

fairness, approachability and helpfulness, their availability to assist, their provision of

accurate answers to enquiries, and the adequacy of face to face enquiry service. The

remaining variables relate to the usefulness of the library website, the adequacy of online

resources and self service facilities, and the prompt delivery of inter-campus and off-campus

loans.

The top 10 performance list contains six factors from the top 10 importance list. These

include:

Library staff treat me fairly and without discrimination

Library staff are approachable and helpful

Library staff provide accurate answers to my enquiries

Library staff are readily available to assist me

When I am away from campus I can access the electronic Library resources and

services I need


needs

This is a positive result for the Library. Not only are these variables among the most

important factors to clients of the library, they are also being performed well.

Four of the top 10 performance variables for 2009 are common with the list from the 2007

survey. The performance scores for the variables Library staff provide accurate answers to

my enquiries and Library staff are readily available to assist me have increased substantially

since the previous survey, indicating that performance has improved.



The Library performed highest on the category of Library Staff, with a score of 86.9%. The

lowest score was identified on Facilities and Equipment at 74.3%.

Information Resources has recorded a new benchmark high of 80.7% – a very positive result

for the Library. The remaining four categories, Library Staff, Communication, Service Delivery

and Facilities and Equipment are all performing in the first quartile (top 25%) when

benchmarked externally.

Performance scores for Library Staff, Information Resources, Facilities and Equipment and

Communication have increased in comparison to the previous survey. The performance

score for Service Delivery remains the same as the previous survey.

The survey has identified the following potential improvement opportunities for UWS Library

given the relatively high gap scores:

A computer is available when I need one (bottom 50% when benchmarkedexternally)

The items I’m looking for on the library shelves are usually there (bottom 50%when benchmarked externally)

Although these statements did not record gap scores greater than 2.00, it may be prudent to

explore how these areas could be addressed before they become problematic.

Respondents were asked to indicate how often they come into the Library, how often they

access the Library online, and how often they are required to be on the campus. The most

common frequency response for all three categories was 2-4 days a week with response

rates of 61.0%, 52.4% and 76.0% respectively. Between 0.2% and 3.3% of respondents

indicated their visits (both physical and online) to the Library at Rarely or Never. The survey

respondents are therefore more likely to be regular users of library services and as such are

more likely to have a comprehensive view of the services provided.

In summary, the UWS Library’s overall results are very positive and encouraging. It is

important that the leadership team become involved in discussing the results with staff.

Furthermore, they should use these discussions to help identify and understand the key

issues and develop improvement plans. A number of other areas also require consideration.

For instance, there may be areas that clients have identified as low in importance but are

high priority in management strategy. These should be reviewed. As well as examining the

overall organisational results, it is also important to consider issues unique to different

demographics. When prioritising issues for action, it is recommended that a combination of

the provided analyses, analysis of verbatim comments and focus groups be used to gain a

more in-depth understanding around what drives clients’ concerns.

Library Client Survey Report...Online resources (e.g. ejournals, databases, ebooks) meet my learning...

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