Results of the 2008 Client Satisfaction Survey

The 2008 Library Client Satisfaction Survey collected 6040 responses.

Almost half of all respondents (45 per cent) used the Baillieu Library most frequently. About 60 per cent of respondents were undergraduate students and just over 68 per cent of respondents identified themselves as Australian (not international) students.

How the Library performed

Clients told us that in 2008 the Library performed well in the following areas:

• Friendly, helpful and professional Library staff who provide quality service and clear, accurate answers to queries
• Electronic tools and resources provided by the Library are easily accessible from the client’s home or office
• The Library catalogue is easy to use
• The Library web site is easy to use  

Library staff, quality services and access to electronic resources were also areas of high performance in 2005. At a national level, however, our overall performance in 2008 was in the second quartile: this means we ranked in the top 26-50 per cent of all Australian university libraries.

Areas for improvement

The 2008 survey identified several areas where the Library needed to improve its facilities or services. These are listed below, with notes about how the Library has responded since 2008.

Access to computers in Libraries

Some desktop computers are designated for ‘quick access’ tasks, eg checking a catalogue entry.

Mobile access means our catalogue and Supersearch can be searched from your home, office or anywhere else.

Laptop loans are available in most Library branches.

Improved wireless networking at all Library locations – bring your own laptop or mobile device and connect to the University network.

All these developments mean queues are shorter now than in 2008.

We now provide a Student IT support service – ask for details at a Library service desk.

In 2010 we are trialling a new iPhone app for booking Library computers.

Searching online with Supersearch and the catalogue

Default search parameters in Supersearch have been changed – now, every search delivers at least one relevant result.

New features added to Supersearch and catalogue, eg Google Scholar searches, social bookmarking tools, shortcuts to search other libraries for an item.

User interfaces in Supersearch have been upgraded and streamlined for easier use.

Authentication is now simpler – Supersearch makes fewer requests for you to retype your password.

During 2010 the Library is investigating several powerful (and simple) new search tools that may replace or enhance our current systems.

Finding books etc on shelves and in the catalogue

We have introduced sorting machines, streamlined our procedures and employed student casual staff to ensure books and other items are re-shelved more quickly.

In some areas, low-use items have been removed from shelves to make more room for high-demand items.

If an item has been moved to storage, you can still find it in the catalogue and ask to have it delivered to your nearest campus Library branch within 48 hours.

All major Library collections have now been catalogued and the backlog of specialist cataloguing has been cleared – this means our entire collection (millions of items) can be searched in the catalogue and/or Supersearch.

Finding electronic resources online

Your initial Supersearch query will produce at least one relevant result without you needing to select a subject or refine your search.

We have expanded the range and number of electronic journals, databases and ebooks available to students and researchers.

Alumni now have free access to selected high-usage journals.

The main Library catalogue now includes many electronic resources such as collections of early English-language books, digital copies of etchings and prints, and ebooks.

Subscriptions to electronic journals are reviewed regularly to ensure we provide useful, relevant resources.

Online tutorials, LibGuides and other self-help materials are regularly updated. Library staff can help you find electronic resources.

Individual seating, quiet study spaces and spaces for group work

The Eastern Resource Centre, Frank Tate student centre, Brownless Biomedical Library, Science and Engineering study centres have all been renovated since 2008.

Other libraries will be renovated or relocated over the next 3-4 years.

Study spaces within libraries are more flexible – group work is more popular during semester, while quiet areas and individual study are encouraged during exam periods.

Opening hours

The University has allocated extra salary funding to extend Library opening hours in 2009, 2010 and 2011.

Opening hours are adjusted during the year to suit Library users’ needs.

The Baillieu and ERC are generally open late in the evening and on weekends.

At larger Library branches, extended opening hours during exam periods allow for quiet study in a safe environment.

Prompt corrective action is taken regarding missing books and journals

Our internal procedures have been reviewed to improve performance in this area. See also the comments (above) about improving our re-shelving practices.

Library collections that are adequate for your needs

Our annual spending on Library collections has increased since 2008, bringing us more closely in line with comparable Australian research universities.

In consultation with academic staff we have introduced discipline-specific collection policies – these will ensure we acquire the best possible range of print and other resources for your study and research.

Discipline Librarians and Liaison Librarians have been appointed to work closely with academic staff across the University on selecting and developing Library collections.