Category Archives: You spoke, we acted

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.

Kudos!

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!”

However…

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.

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*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.

Saving money at the Library

It's easy to save your pennies at the Library.

It’s easy to save your pennies at the Library.

Higher education is expensive, and academic libraries have generally been in the happy position of being able to offer students an extraordinary array of free resources and services. Of course, they’re not really free, but paid for by student tuition, but we librarians still like to think that libraries provide just about the best value for your money anywhere.

On the 2014 Customer Satisfaction Survey, we received a number of comments about unexpected costs associated with using the Library, including these:

  • “Sometimes the EbscoHost Academic Search Complete database shows me an item available through Linksourse result, and when I click on it, the paper isn’t available…Other times, I find it at the website for the journal which published the paper, and it’s usually a subscription or pay per article or both.”
  • “Please advise online students about the fees associated with the return of requested materials. It is very possible that I could have purchased the book I borrowed for the shipping cost I incurred by sending it back.”

Here are three tips for saving money when using the Library:

  1. First of all, don’t waste money on fines! The Library offers online viewing and renewing of check-out materials. Do you know what you have checked out? Click here to find out.
  2. Never pay for an article. Not only journal websites, but even some of our databases will try to sell you articles for which the Library’s subscription does not include full-text access. Our InterLibrary Loan department can acquire nearly any journal article you need in 1-3 days.
  3. Although, the Library provides free shipping of books to our distance students, we do not pay for return shipping. This means that if you are not planning a trip to campus before the books are due, it might be a better option to get them from your local public library or use their InterLibrary Loan service if they offer it. Another option is to get a library card at an academic library in your area. The Regent Library will reimburse our distance students up to $100 per year for an academic library card. Click here for more information and a reimbursement form.

The Library recognizes that, for most students, attending college or graduate school presents a major financial challenge. We certainly do not want you to have to spend more money on fines and shipping fees. Following these simple tips will save you money and may even make the Library entirely free during your academic program.

Image credits:

Student Appreciation for the Library

“If we were going to become a great university…the Library [would be] the absolute core and heart of this institution.” -Dr. M.G. “Pat” Robertson, 2006

“If we were going to become a great university…the Library [would be] the absolute core and heart of this institution.” -Dr. M.G. “Pat” Robertson, 2006

Since 1958, the American Library Association has designated one week in April to recognize the contributions libraries make to our country. From the point of view of the Library faculty and staff, one of the blessings of working at Regent is the appreciation and thanks we so often receive from our students.

While we normally use this space to address our patrons’ concerns and requests, since National Library Week ends on Saturday, we would like to post a few of the kind words received from students on the Customer Satisfaction Survey last fall:

 

A Place to Study

  • “The environment provided in the Library is very conducive to productivity, and all of its resources are stellar.”
  • “I have a busy lifestyle and enjoy the fact that I am able to get my school work done at the Library in a quiet and calm environment.”
  • “Whenever I had some time to kill and I was in the area, I always came to the Library because it was a great place to get work done.”

A Place to Research

  • “I think the resources that the Library offers are relevant to my areas of study. The interlibrary resources have been extremely valuable. Even if the article of interest is not available immediately in the database, the Library staff has been able to respond to my needs”
  • “The whole database thing was super confusing until one of my professors had a librarian come into class and explain how to navigate the Library website.”
  • “I most often use the databases online, and I really appreciate the access that it gives me to some really wonderful resources.”
  • “The Library is by far one of my favorite spots on campus. The librarians are easy to work with and extremely helpful. The selection of books is beyond satisfactory.”
  • “I’m completely satisfied with Library resources, which appear to expand all the time!”
The Library provides resources and services that support Regent's mission.

The Library provides resources and services that support Regent’s mission.

A Place to Feel Welcome

  • “Overall, the Library building and people in there have been amazing to me. There was great quality, connection, service, and guidance during my time at Regent.”
  • “I was a commuter my first two years at Regent so the Library was my home away from home! I spent so much of my downtime there. So many memories were made on the first floor of the Library studying and hanging out with my friends. It is honestly my favorite building at Regent!”
  • “I appreciate that the Library staff share God’s love and kindness as they serve the students and staff. I believe they are a huge asset to Regent University, and I am thankful for the assistance I have received from them.”

Would it be possible to…?

The Library’s goal is always to maintain a caring atmosphere with spaces that support intensive study and research, literary and cultural events, leisure reading, and even quiet socializing. In order to accomplish this, we are dependent on feedback from our users, some of whom are quite creative in their suggestions:

  • “I generally use the Library as a quiet place to study, so I am for anything that preserves or enhances that atmosphere. This might sound weird, but an indoor fountain would be really nice, to get that soothing sound of running water. Just a thought!”
  • “Anything to make the 3rd floor more like an 18th century Oxford common room would be cool.”

All we have to say to great suggestions such as these is “Amen, and keep them coming!”