by Sandra Yaegle, Head of Public Service
In the Library’s 2015 Customer Satisfaction Survey, we received several comments indicating a need for professional reference librarians whenever the Library is open. Here are two examples:
- “It would be nice if a reference Librarian were available as long as the library is open.”
- “I’m very satisfied, I just wish that more reference librarians were available whenever the Library is open.”
Last fall, the Library took our 12th annual Customer Satisfaction Survey (CSS).* The 2015 CSS, which consisted of separate surveys for students, faculty, and staff, was completed over the course of two weeks in November. Our survey aims to gauge how well we are facilitating student learning and research through our resources, services, and physical space. Thank you to everyone who participated, and congratulations to the five winners in our Amazon gift card appreciation drawing.
We received 571 responses, including hundreds of comments covering nearly every aspect of our services. Click here to view all three surveys.
A number of respondents commented that the Library is a great place to study and is blessed with a friendly, welcoming staff. Here are a just a couple of the praises we received:
- “The Regent Library outpaces every other university library I have experienced. Staff is helpful, the range of books available is expansive, and the interlibrary loan service has saved my research many times.”
- “Had it not been for the great services of the Interlibrary Loan, I may have had to drop a course. You have saved me time, and given me opportunity to pursue my calling. Thank you so much!”
Although we are grateful for comments such as these, the real purpose of the CSS is to learn what changes and improvement our users would like to see. Some of the criticisms we received include the following:
- Excessive noise
- Problems with interior of Library (signage, furniture, electrical outlets, etc.)
- Technical problems within the Library website
- Problems with OneSearch
Ed.D. student Sharon Gardner (right) and guest scholars make full use of the new electrical and USB ports.
When the University Library Building opened in 1983, no one imagined we would need electrical outlets and USB ports (which were not invented until 1994) all over the place. For several years we have noticed an increase in comments on our Customer Satisfaction Survey about the lack of electrical outlets, such as these:
- “More plugs for laptops near desks on 2nd floor would be great!” (2013)
- “There are hardly any available plugs. This makes it difficult to find study places.” (2014)
Library visitors frequently see extension cords snaking across the floors and people sitting in each other’s personal space huddled around outlets, reminiscent of airport travel. Fear the snakes and outlet sharing no more! The University Library has invested in over 100 surge protectors with both electrical outlets and USB ports. You will see some of these attached to tables and others in the study carrels. So, study away with the confidence that your laptops will have power, your notebooks won’t die, and your smart phones will remain charged.
by Jason Stuart, Reference Librarian
The Library and Writing Center are separate departments that together can help you flourish in your coursework. Knowing which one to use will save you from delays and headaches when tackling your assignments.
Each year on the Customer Satisfaction Survey (CSS), we receive several comments that suggest that students are not always aware of the different services the Library and Writing Center offer. Here are two comments from the CSS last fall:
- “It would be convenient if someone could sit down and teach students how to do the different citation formats (Turabian, APA, MLA) because when I came to Regent I only knew how to cite in MLA.”
- “…when I submit the MLA citations that Library [databases] say are correct, my professors tell me that they are not.”