Category Archives: You spoke, we acted

Night and Weekend Reference Assistance

Response Graphicby 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.”

Regent University librarians are dedicated to serving you. Although we would like to be able to have a research librarian in the building whenever we are open, this is currently not an option for us. However, we have suggestions for you to consider.

Use Ask-a-Librarian to get research help seven days a week.

Use Ask-a-Librarian to get reference help on nights and weekends.

Our access services staff, including student assistants, who work at the circulation desk whenever the library is open, have been trained to answer basic reference questions. If they are unable to answer your question, they will give you the contact information for the librarian subject-specialist best able to help you.

You also have 24-7 access to our automated service called Ask-a-Librarian. Simply type your question into the search field. If your question has been answered before and incorporated into our knowledge base of frequently asked questions, you will be directed to an answer. If your question has not been asked yet, you will be able to submit your question. The research librarians monitor LibAnswers not only on weekdays, but on weekends as well and respond to all inquiries within 24 hours.

New Hot Water Dispenser at Circulation Desk

Response GraphicThe Library has been conducting its online customer satisfaction survey since 2000. After sixteen years, it sometimes seems that we have already implemented all possible easy requests, and that only suggestions with more complex solutions (e.g. temperature) remain. So we were pleasantly surprised to find this idea on the 2015 survey:

  • “One suggestion I think would be helpful to students is to have a hot water dispenser on the first floor. On Saturdays when the Ordinary is closed, students could bring teabags and make tea to drink while studying.”
Control enthusiasts will appreciate that the water is a precise 195 degrees every time.

Control enthusiasts will appreciate that the water is a precise 195 degrees every time.

What a great idea! On the left side of the Circulation Desk, Library users will now find a Zojirushi water boiler and warmer, ready to dispense water at a precise 195 degrees Fahrenheit for all your hot beverage needs. So improve your productivity by including a tea bag, instant coffee, or ramen soup with your Library provisions. The hot water is on us.

2015 Customer Satisfaction Survey Roundup

CSSLast 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

You spoke, we acted.

In the weeks ahead, we will address these and other topics in this space. The Library makes every effort to implement improvements requested by our faculty and students.

The next CSS will be held in fall 2016, but you don’t have to wait until then to share your thoughts. Send us your ideas anytime through our online comment form.


*In 2009 and 2012 the LibQUAL+® was used instead of the CSS. LibQual is a standardized instrument administered by the Association of Research Libraries.

Power to the mobile devices!

Ed.D. student Sharon Gardner (right) and guest scholars make full use of the new electrical and USB ports.

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.

Library or Writing Center: Where should I go?

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.”

Although the reference librarians can find citation information in the appropriate style manual, for expert citation assistance, the Writing Center is the place to go. The writing coaches there not only make sure your reference list and parenthetical citations (or footnotes for Turabian users) are formatted correctly, but help ensure that your paper does not contain inadvertent plagiarism through insufficient crediting of sources and ideas.

Use the Library and Writing Center for success in each stage of the research process.






In general, the Library is where you should go during the early and middle stages of your paper, before you get down to writing. The reference librarians will help you with questions about how and where to research a particular topic. They can also suggest resources to help you select or narrow down a topic, such as Issues & Controversies database.

Once you have your resources and are ready to begin writing, you are ready for the Writing Center. The Writing Center provides “beginning to end” coaching to make sure that your final draft will be as strong as possible.

For more information, view the Library and Writing Center videos.