Tag Archives: CSS

Feedback Express — Eager for e-books!

Written by Melody Diehl, Assistant Librarian

Regent University students and faculty like the Library’s e-books! Here are a few comments we received on the 2013 Customer Satisfaction Survey requesting that the Library purchase more online books:

  • “Regent e-library is one of the best in terms of availability of Journals, articles and other resources. However, we need the availability of more e-books that instructors require for their course of instruction.”
  • “I do wish there were more e-books available.”
  • “Please provide more access to e-books”1

E-books are available through the Library’s databases. They offer remote access, full-text search ability, and in some cases, added features such as the ability to highlight passages or to create a permanent “bookshelf.” For these reasons the purchase of e-books is part of our resource development plan. In addition to individual e-book purchases, we subscribe to several large collections of e-books.

Currently, the Library has subscriptions to six large online collections of e-books:

Together, these six collections provide our readers with online access to more than 156,000 books. In addition to these monograph collections, our Dictionary & Encyclopedia databases offer researchers full-text access to a vast assortment of world-class reference books.

For tips on successful searching of the Library’s e-books, see our e-book webpage.

If e-books are so great, you might ask, why does the Library continue to purchase printed books? One reason is that many of the scholarly books that support University curricula are not digitized. This is especially true for Biblical commentaries. In an essay in January for The Wall Street Journal, Nicholas Carr, noting a marked slowdown in the sale of e-books, writes that light fiction has always occupied a disproportionate share of e-book sales. One of the reasons, Mr. Carr argues, is that “Readers of weightier fare, including literary fiction and narrative nonfiction, have been less inclined to go digital. They seem to prefer the heft and durability, the tactile pleasures, of what we still call ‘real books’—the kind you can set on a shelf.”2

Although, to paraphrase Mark Twain, reports of the traditional book’s death appear to have been exaggerated, the Library is committed to making more e-books available, especially in the subject areas taught at the University.


1The complete 2013 Customer Satisfaction Survey is available on the Library website at http://www.regent.edu/lib/about/css-surveys.cfm.

2Carr, N. (2013, Jan 04). Don’t burn your books–print is here to stay; the e-book had its moment, but sales are slowing. readers still want to turn those crisp, bound pages. Wall Street Journal (Online). Retrieved from http://0-search.proquest.com.library.regent.edu/docview/1266448537?accountid=13479.

2013 Customer Satisfaction Survey round-up

In March, the Library took our 10th annual Customer Satisfaction Survey.* We received 339 responses, which included over 600 comments covering nearly every aspect of our services. The Library faculty and staff are grateful for the broad satisfaction and support from the Regent community indicated by the results, such as the responses in the following table:

A number of respondents also took the time to comment that the Library is a great place to study and is blessed with a friendly, welcoming staff.


The purpose of the CSS is not an annual excuse to pat ourselves on the back, but to learn what changes and improvement our patrons would like to see. Some of the criticisms we received include the following:

  • Excessive noise
  • Insufficient number of e-books
  • Problems with interior of Library (signage, furniture, electrical outlets, etc.)
  • Unclear navigation within the Library website.
  • Slow response time for e-mail and phone messages.

In the weeks ahead, we will address these and other concerns in this space. Within the financial limitations in which we operate, we will make every effort to implement improvements requested by our faculty and students.

The next Customer Satisfaction Survey will be held in the fall of 2014. In the meantime, we will use other assessment methods, such as focus groups to find out how we may more effectively serve the Regent Community.


*In 2009 and 2012 the LibQUAL+® instrument was used instead of the CSS.

School of Education student wins Kindle

Written by Sandra Yaegle, Head of Public Services

We would like to thank everyone who participated in the recent Library Customer Satisfaction Survey. 515 students, staff, faculty, and alumni responded. We will share the results with the University community after we have had an opportunity to evaluate the data.

We are happy to announce that the winner of the survey prize, a Kindle Reader, is Emily White. Emily is a second-year student in the School of Education’s cross-category program. She is a pre-K special education teacher for the Virginia Beach School District. Emily tells us that she is very excited to try this new technology. She does a lot of traveling, including making trips to visit to her parents who are serving as missionaries in South Africa, so she expects that the Kindle will be a real blessing to have during those long plane rides. Congratulations, Emily.

Library Assessment Survey begins Monday, February 22

Each spring, the Regent University Library conducts an assessment of our services and resources. This year the survey will begin on Monday, February 22 and end on Sunday, March 14. The survey will be available to all Regent University students, faculty, and staff and takes approximately fifteen minutes to complete. This survey gives you the chance to tell us what we are doing well and where we need to improve. It is only through your input that we can effectively respond to and continuously work toward exceeding your expectations.

Look for the survey link to be posted on the library homepage and Facebook on the morning of February 22. The link will also be sent to all students, faculty, and staff via e-mail.

We especially need responses from online students and faculty so we know how we are doing in providing the services and resources to meet your needs.

Need More Incentive?

After completing the survey, all participants will have the opportunity to enter an anonymous drawing to win a Kindle! (Prizes won by Regent University employees are subject to state/federal taxes).

After the survey closes on March 14th, look for our responses to your comments and suggestions on the Library Link blog and on Facebook.

Thank you for helping us to meet your needs and expectations. We look forward to serving you in your academic pursuits.

For more information about the survey, contact Sandra Yaegle at 757-352-4165 or sandyae@regent.edu.