TENNESSEE STATE UNIVERSITY LIBRARIES LIBRARY USER SATISFACTION SURVEY Fall 2012 During the Fall 2012 Semester, 251 students completed the Library User Satisfaction Survey in print and online formats. Respondents included 74 Freshmen, 42 Sophomores, 46 Juniors, 61 Seniors, and 28 Graduate Students. The print surveys were distributed to the students at both campus libraries, and an announcement appeared on University Communications concerning the availability of the survey online via the Library’s web page. Respondents by Major Freshmen Accounting (1) AITT (2) Architectural Engineering (2) Art (1) Biology (9) Business Management (4) Chemistry (1) Civil Engineering (1) Computer Science (1) Criminal Justice (3) Education (2) Electrical Engineering (2) Engineering (1) Health Sciences (3) Law (1) Mass Communication (5) Mathematics (1) Mechanical Engineering (2) Music (2) Nursing (8) Physical Therapy (2) Pre ‐Med (1) Pre‐Veterinarian (2) Psychology (2) Sports Science (3) *Some students did not indicate their majors Sophomores Accounting (1) Aeronautics (1) Architectural Engineering (2) Biology (3) Business (2) Criminal Justice (1) Dental Hygiene (1) Electrical Engineering (1) Engineering (1) Health Care Administration (1) History (1) HPSS (4) Mass Communication (3) Mechanical Engineering (1) Music (2) Nursing (6) Psychology (3) Respiratory Therapy (1) *Some students did not indicate their majors Juniors Accounting (1) Aeronautics (1) Biology (3) Business (10) Civil Engineering (1) Computer Science (10) Dental Hygiene (1) Engineering (1) Health Care Administration (1) Health Sciences (2) Mass Communications (4) Mechanical Engineering (1) Nursing (5) Political Science (1) Psychology (3) *Some students did not indicate their majors Seniors Aeronautics (1) Biology (6) Business (5) Civil Engineering (10 Computer Science (4) Criminal Justice (5) Dental Hygiene (1) Early Childhood Education (4) Education (1) Health Sciences (4) HPSS (1) Mass Communication (7) Mechanical Engineering (10 Nursing (7) Physical Therapy (1) Political Science (1) Psychology (4) Graduate Students Agricultural Science (1) Business (1) Dental Hygiene (1) Educational Administration (9) Electrical Engineering (1) English (1) Music (1) Nursing (1) Psychology (4) Public Administration (1) Public Health (1) Social Work (1) Speech pathology and Audiology (1) *Some students did not indicate their majors STATISTICS FALL SEMESTER 2012 Areas Used/Visited Information Commons Circulation Desk Periodical Section Reference Desk Study Rooms Microform Readers Scanners Book Stacks Special Collections Smart Classrooms Other Freshmen 68.00%
9.50%
5%
10.80%
35%
2.70%
2.70%
1.40%
2.70%
4.00%
4.00%
Graduate Sophomores Juniors Seniors Students 76% 76.00%
4.80% 4.30%
2% 2.20%
9.50% 6.50%
26% 26.00%
0%
0%
5% 13.00%
7.10% 0.00%
4.80%
0%
4.80%
0%
7.10%
4%
77% 5.00% 1.60% 13% 34.40% 3% 5% 2% 2% 0.00% 5% 75.00%
14.30%
3.60%
11%
21.40%
0.00%
3.60%
7.10%
3.60%
0.00%
3.60%
Activity in the Library Freshmen Seniors Graduate Sophomores Juniors Students Asked for Assistance Looked for Library Materials Used the Browsing Areas Viewed the Displays Used the Computers Used Microform Collection Checked‐out/Returned Books Made Photocopies Used Scanners Used Course Reserves Studied Individually Studied in a Group Met Friends/Groups Printed from the Computers Other Frequency of Library Use Once a Week 2‐3 Times a Week Weekly Monthly Quarterly First Time 8.10%
10%
20.30%
5.40%
65%
2.70%
6.80%
2.70%
1.40%
2.70%
36.50%
27%
20%
39.20%
4.00%
Freshmen 18.00%
49.30%
28.40%
1.40%
0.00%
2.80%
16.70%
12%
11.90%
7.10%
59.50%
5%
9.50%
11.90%
7%
5%
38.00%
19.00%
26.90%
40.50%
7%
24.00%
9%
15.20%
4%
71.70%
2%
4.30%
0.00%
7%
0%
37.00%
26.00%
26.00%
43.50%
4%
23.00% 13% 8.20% 3% 64.00% 3% 3.30% 8.00% 2% 2% 38.00% 29.50% 23.00% 33.00% 7% 28.60%
25.00%
10.70%
0.00%
75.00%
0%
21.40%
0.00%
3.60%
4%
43%
7.10%
7.10%
46.40%
0%
Sophomores Juniors Seniors Graduate Students 33% 17.40%
41%
65%
12%
13%
9.50%
0%
2.40%
0%
0%
2%
18.00% 46.00% 21% 8% 1.60% 0% 18%
57%
11%
10.70%
3.60%
0.00%
Resources/Services Freshmen Computers Assistance Access From Off‐Sites Access to Online Resources Electronic Reserves Electronic Resources Print Book Collection Application Sotware Government Documents Interlibrary Loan Hours Open Very Important Assessment Excellent Fair Poor Not Applicable 100%
92% 9.60%
0% 0%
89%
93.10% 5.50%
0% 1.40%
81%
94.40% 2.80%
1% 1.40%
Very Important 96.00%
86.10%
90.40%
81.00%
93.15%
92.00% 4.60%
85% 13.30%
92% 4.00%
93% 5.40%
0.00% 0% 1% 1.40% 4.00%
1%
2.70%
0%
88% 8.10%
76.00%
18%
85.10% 13.50%
4% 0% 0% 4%
1.40%
Assessment Resources/Services Excellent Sophomores Computers Assistance Access from Off‐Sites Access to Online Resources Electronic Reserves Electronic Resources Print Book Collection Application Software Government Documents Interlibrary Loan Hours Open 95.20%
74%
83.30%
95%
80.90%
86%
67.00%
95.20%
81%
83.30%
81%
71.40%
64%
71.40%
60%
Fair Poor Not Applicable 17%
14.30%
14.30%
21.40%
31%
21.40%
31%
2.40% 2.40% 2.40% 0% 0% 0% 0% 0%
0%
2.40%
7.10%
4.80%
7.10%
7.10%
64%
24%
62% 21.40%
71.40% 14.30%
0% 0% 9.50% 12%
16.70%
5%
Resources/Services Very Important Juniors Computers Assistance Access from Off‐Sites Access to Online Resources Electronic Reserves Electronic Resources Print Book Collections Application Software Government Documents Interlibrary Loan Hours Open Resources/Services Seniors Computers Assistance Access from Off‐Sites Access to Online Resources Electronic Reserves Electronic Resources Print Book Collections Application Software Government Documents 100.00%
89.10%
89.10%
96%
85.00%
87%
76%
91.30%
Assessment Excellent 83.00%
83.00%
80.40%
71.70%
69.60%
69.60%
60.90%
Fair Poor Not Applicable 15.20%
2.20% 0%
11%
2.20% 4.30%
17.40%
0% 2.20%
21.70%
0% 6.50%
23.90%
0% 6.50%
21.70%
0% 6.50%
26%
0% 13%
63.00% 21.70%
54% 21.70%
61.00% 21.70%
Very Important 95%
85.50%
86.70%
94%
85%
90%
77.60%
93.20%
Assessment Excellent Fair 93.30%
85%
90%
80.30%
80%
80.30%
64.40%
2.20% 2.20% 10.90% Poor 13%
19.60%
6.50%
Not Applicable 5%
10%
6.70%
13.10%
13.10%
11.7$ 23.70%
1.70% 1.70% 0% 0% 3.30% 0% 1.70% 0%
3.30%
3.30%
6.70%
3.30%
6.70%
10.20%
55% 21.70%
1.70% 21.70%
Interlibrary Loan Hours Open Resources/Services Graduate Students Computers Assistance Acess from Off‐Sites Access to Online Resources Electronic Reserves Electronic Resources Print Book Collections Application Software Government Documents Interlibrary Loan Hours Open 52.50%
22%
71.70% 18.30%
Very Important 100%
89.30%
85.70%
96.40%
89.30%
92.90%
78.60%
78.60%
Assessment Excellent 75%
85.70%
78.60%
78.60%
78.60%
78.60%
67.90%
Fair 0% 0% Poor 27.10%
1.70%
Not Applicable 25%
7.10%
17.90%
17.90%
21.40%
14.30%
25%
0% 7.10% 3.60% 0% 0% 3.60% 3.60% 0%
0%
0%
3.60%
0%
3.60%
3.60%
42.90% 17.90%
46.40% 17.90%
57.10% 35.70%
0% 0% 3.60% 39.30%
35.70%
3.60%
SUMMARY Areas Visited • Majority of the students visited the Information Commons area (74.4%). The Freshmen visited this area less frequently than the other groups (68%). • Graduate Students interacted with the Circulation Staff (14.3%) more than the other groups. • Seniors interacted more frequently with the Reference Staff (13%). • Freshmen (35%), and Seniors (34.4%) utilized the Study Rooms more than others. • Juniors were major users of Scanners, (13%). Activity in the Library • Groups that seeked the most Assistance were Graduate Students (28.6%), Juniors (24%), and Seniors (23%). • Graduate Students were the only group that used a variety of resources (25%). • Freshmen were more interested in new materials (20.3%). • Unlike last year’s survey results, Graduate Students used the computers more than any other group (75%). • Graduate Students also used print books more frequently than other groups (21.4%). • Sophomores were the major users of photocopiers (11.9%). • Graduate Students preferred to study individually (43%). The average response from the other groups was 37.4%. •
•
Highest number of Seniors (29.5%) reported that they studied in a group. An equal number of Undergraduate Students reported that they met friends in the Library (24%). The group that frequently printed from the computers was Graduate Students (46.4%). •
Frequency of Library use • Sophomores led in using the Library once a week (33%). • Majority of the students stated that they used the Library 2‐3 times a week , Juniors leading with 65%. • 2.8% of the students reported that they used the Library for the first time. Importance of Resources and Services • 98% of all students rated computers as very important ( 100% of the Freshmen, Juniors, and Graduate Students). • Assistance provided by the librarians was rated as very important by an average response of 85.4%. • All students appreciated access to resources and services provided at off‐sites, an average of 86.6%. • Most highly rated service was access to online resources. All groups rated this service as very important, an average of 95.5%. • Electronic Reserves received highest rating in importance by Graduate Students (89.3%). Average approval was 82.3%. • Electronic Resources were rated highest by the Graduate students (92.9%). Overall all groups deemed Electronic Resources very important (86.3%). • Freshmen continued to rate the Print Book Collection as very important (81%). All groups find print books very important. Average rating was (76%). • Undergraduate Students found the Application Software available in the Information Commons area very important (93.2%). Average rating was 90.3% Assessment of Resources and Services (Only excellent ratings are included) • Computer availability in the Library was rated excellent by all students (85%). • Assistance provided by library faculty and staff received the highest rating from Freshmen (93.1%). Average rating was 86%. • Majority of the students (84.9%) rated the Access from Off‐Sites as excellent. Least satisfied were Graduate Students with 78.6%. • Freshmen reported the highest approval rating ( 92%) for library’s service for Access to Online Resources. Average rating of excellent was 83%. • Highest rating for Electronic Reserves was give by Freshmen (85%). The average excellent rating was 75.4%. • Again, Freshmen thought that Electronic Resources provided by the Library were excellent (92%). Average rating was 78.2%. •
•
•
An average of 62.6% of the students rated Government Documents excellent. Highest ratings were given by Freshmen (88%). Interlibrary Loan Services were rated excellent by 58.2% of all groups. Highest rating was given by Freshmen (76%). Majority of the students rated Library Hours excellent (69.3%). The highest rating was given by Freshmen (85.1%), and the lowest by Graduate Students (57.1%). Importance of Resources and Services Overall Highest Ratings Computers (98%) Access to Online Resources (95.5%) Application Software (90.3%) Access From Off‐Sites ( 86.6%) Electronic Resources (86.3%) Assistance provided by Library Faculty and Staff (85.4%) Electronic Reserves (82.3%) Print Books (76%) Excellent Ratings of Resources and Services Overall Highest Ratings Assistance provided by Library faculty and Staff (86%) Computer Availability (85%) Access from Off‐Sites (84.9%) Access to Online Resources (83%) Electronic Resources (78.2%) Electronic Reserves (75.4%) Library Hours (69.3%) Government Documents (62.6%) Interlibrary Loan Services (58.2%) Comments Made by Respondents by Classification and Major Freshmen “ I love the Library.” Psychology “ Great.” Criminal Justice “Computers run slow as hell.” “Extend library time to at least 12:00am.” Chemistry “Stay up.” Architectural Engineering “ I love the Library.” Business Management “ Keep up the great work Main Campus librarians.” Art “ Excellent.” Mass Communication “Love the Library.” Elementary Education Sophomores “Great hours.” Business Administration “ It’s a great library.” Music “ I love the library.” Biology “ Free copying.” Psychology “I wish the Library could close at 12:00am.” Psychology “ I only wish the library would be open extended hours a week, or a few days before examinations.” HPSS “ Library needs to be open longer hours in weekends and nights (Friday) when working students are more able to access facilities.” “ Should be open 24‐7. I enjoy studying in a quiet place.” Nursing “ It is cold in here.” Nursing “ Would like to open on Saturday night but hey you got to be closed sometime.” Nursing Juniors “ The library should be open longer.” Business “ Nice facility. Eating policy should be amended.” Engineering “More improvements>” Biology “ Great job.” Computer Science “ Dr. Walsh greeted me as I walked in the door which made me feel like a student at Tennessee State University instead of just a number. Thanks for caring.” Accounting “Limited study space and for me, I don’t get done with class on Friday’s until the library closes (really early) and I enjoy coming here because it is so quiet.” Nursing Seniors “ Library should have more open hours.” Biology “Need to be open 24 hours every day.” Business “ Library need to be accessible 24 hours a day at all times.” Mass Communication “ Keep up the great work.” Criminal Justice “ We need a new library and more help.” Mass Communication “ Opening at 7:00am would be great for people with 8am classes.” Elementary Education “ Main Campus assistance is very helpful. The noise in the library can be loud at times. The assistance on Avon Williams Campus is not helpful.” Elementary Education “ Quality of computers and software needs to be updated and fixed.” Dental Hygiene “ Great job.” Criminal Justice “ I am happy with the library, however, it’s some of the students that come into the library and get into study groups, and their conversations are extremely too loud to the point I can’t study. So then than I am satisfied.” Health Information Management “ I would appreciate it if the library hours don’t cut down. I also would like the hours to be from 8:00am‐8:00pm on Saturdays. And keep the computer lab open longer. Thanks. “ Health Sciences Graduate Students “Need more printers. Too many students printing to one printer. Computers need to operate faster‐sometimes they get very slow and it’s a hinderance on my work.” Counseling Psychology “ Too much loud talking, laughing, cell phone use by students.” Education “ The Dean gave me a good orientation of the interlibrary loan and electronic databases. I appreciated her time. Friendly staff. “ Public Health “ Very good library.” Special Education “ The library hours should be 24 hours or at least past 9pm on the weekends. It is like our school is not promoting our studies.” Social Work “ I can see there are positive changes occurring, but I would say that the quality of service is lacking. It is important not to feel as though I am inconveniencing anyone, or that my request is being handled poorly because the person I ask to help is either not listening or in a hurry to move me along.” Education “ The service in the library has improved from my initial visit. I look forward to telling my friends who are pursuing a post graduate degree to come here to access to resources that are needed to complete their dissertations and the first class service.” Education