How Satisfied Are Library Users? Results of the Survey Carried out in Summer 2009
The library of the Georg Eckert Institute recently carried out a survey in collaboration with the Institute for Library and Information Science of the Humboldt University in Berlin. The number of library users participating in the survey was above average. The survey was carried out over a period of six weeks in the summer of 2009. The librarians would like to express their gratitude to all those who took part. We are delighted to report that most users responded either positively or very positively to questions concerning the library and the library services.
The <media 5698>full report</media> by the Humboldt University and the appendices <media 5699>A</media> and <media 5700>D</media>.
The results in brief:
Satisfaction with the stock
(average score)
| 1. Books | Range | 1,47 |
| Topicality | 1,47 | |
| 2. Journals | Range | 1,70 |
| Topicality | 1,61 | |
| 3. Data bases | Range | 1,90 |
This is a very positive result, especially since almost all users ascribed particular significance to the stock of books (Question 4).
Satisfaction with the service
What aspects provided users greatest satisfaction?
| 1. Competence of the library staff | 94% - Grades 1 and 2 |
| 2. Availability of books | 91% - Grades 1 and 2 |
| 3. Working atmosphere | 80% - Grades 1 and 2 |
What aspects provided users with the least satisfaction?
| 1. Number of work places | 33% - Grade 3 and below |
| 2. Cloakroom facilities | 27% - Grade 3 and below |
| 3. Photocopying facilities | 26% - Grade 3 and below |
The importance of setting up new services
| 1. Email service | considered important or very important by 67% of users |
| 2. Electronic journals | considered important or very important by 65% of users |
| 3. Digital fulltext | considered important or very important by 54% of users |
What improvements do users suggest?
• A computerised lending facility
• Improved English-language OPAC search
• More space for books
• Longer opening hours
• More work places
• Quieter work places
• More photocopying machines
• A vending machine for coffee
The following measures will be taken in response to these suggestions:
Stock
Following the completion of the restructuring of the catalogue, we will begin work on bringing up to date the collection of German and European textbooks. We will also acquire a number of duplicate copies of books to be made available for loan.
Lending
Once the electronic lending system is in place at the end of 2009, it will be possible to lend out books more quickly and conveniently. Further services will include: the consultation of user accounts and renewal of books from one’s home computer; reminders of approaching return and renewal deadlines via email.
Technical equipment and work spaces
A second photocopying machine, new lockers and new chairs will be acquired later this year. In the long term, we also hope to be able to expand the library premises.
OPAC
Almost all of the problems arising from the English-language menu in the library catalogue have been rectified. One of the new features in the catalogue includes the table of contents of current textbooks.
Data bases and electronic journals, electronic full texts
In future, data banks and electronic journals will be more readily available on our homepage. Unfortunately we do not have sufficient funding to acquire such data banks as JSTOR. However, the university library with which we collaborate does have a number of journals available online. We are responding to requests for electronic full texts by implementing our digitalisation project, funded by the German Reasearch Foundation, with which German history textbooks are being made available online.
Opening hours
It is not possible at present to extend the opening hours of the library due to a lack of personnel. However, we will consider whether it is possible to extend the opening hours in the long term by, for example, remaining open for a longer period on one day each week, or by drawing on the help of student assistants.
We are glad to hear from users who wish to express praise, criticism and suggestions for the library, and will do our utmost to take suggestions into consideration. Please do not hesitate to contact us bibauskunft(at)gei.de
