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APPENDIX G.

Reference Service Survey Report – Spring 2001

Winnie Shyam, Head of Reference

The Reference Department of Hilton C. Buley Library conducted a user satisfaction survey the week preceding Spring Break (3/10/2001-3/17/2001). The rationale for selecting this time period is that traditionally, the week prior to Spring break has always been a busy week for reference librarians. More students approach the reference desk for assistance with class assignments or term papers during this time. The following is a brief descriptive report of the survey.

Procedure:  The survey began on a Saturday and continued through the following Friday. During the sample period, each user approaching the reference staff with a reference question was asked to help improve reference service by filling out a brief questionnaire pertaining to reference service and reference collections.  Two boxes were placed at different spots in the reference area for completed surveys.  Patrons were reminded to place their surveys in these boxes before leaving the library. Most users took the time to fill the surveys; very few did not return them.

Data Analysis: A total of 77 responses were collected. Of these, 49.3% were undergraduates and 40.3% were graduates.  2.6% were faculty and the remaining were users from the community.  More than half of those surveyed were female (56%). 58.5% of the users surveyed were between 17 and 30 years.  29.8% were between 31 and 50 years. The remaining were 51 or above. Users were asked to rate the quality of service provided by the reference librarians, the print reference collection, and the electronic reference sources.  The choices provided to them were not satisfied, satisfied, very satisfied, and no opinion. 

Based on the responses of the surveys in conjunction with the comments, the following conclusions were drawn:

1. Overall the students were very pleased with the reference desk staff. 74% were very satisfied and 26% were satisfied. Most of them thought it was a very worthwhile and much needed service and the comments were very positive. They found the reference librarians to be very knowledgeable, courteous, friendly, helpful and service-oriented. There was a suggestion to have more staff at the reference desk so patrons do not have to wait long for help. 

2. Most users (38%) were satisfied with the print reference collection and 28% were very satisfied.  The remaining had not really used the print reference sources and therefore had no opinion.

3. 32% were satisfied with the number of online databases and 42% were very satisfied with the electronic reference products. 3% had no opinion.  It was evident that while most users are very happy with the number and choice of online databases available to them, accessing these databases from off-campus was a source of frustration for some. Others would like to see more printers in the reference area. Lack of adequate printers to support the heavy use of the computers in reference generated a few complaints.

Future Assessment Plans: The Reference Department will conduct surveys regularly. The surveys will be conducted for a longer period of time.  Some of the questions will address librarians’ attitudes toward patron, satisfaction/dissatisfaction with the sources recommended by the librarian as well as the quality of the bibliographic instruction program. The Reference collection and the bibliographic instruction program have grown rapidly over the past year and these changes can be better perceived over time.  It is our hope, therefore, that future surveys will bring even better results.

Reference Services User Survey Spring 2001

Total Number of Responses:  77

Duration of Survey: 3/10-3/16  (1 week)

Survey Method: Survey was handed to anyone approaching the Reference Desk for help

1. Are you: ____ undergraduate ____  graduate _____ faculty _____ other?

2. Are you:  _____ male:  _____ female

3. Age (Optional)

4. How satisfied are you with the service provided by the reference librarians?
____ not satisfied ____ satisfied _____ very satisfied _____ no opinion

5. How satisfied are you with the print reference collection?
____ not satisfied ____ satisfied ____ very satisfied ____ no opinion

6. How satisfied are you with the electronic reference sources (online databases)?
____  not satisfied ____ satisfied ____ very satisfied ____ no opinion

7. Would you approach the reference desk for help again?
_____ no _____ yes _____ unsure    

8. Additional Comments:

• Staff was very helpful.

• Very helpful. Just enough info.  I’m not overwhelmed.

• Thanks for the scrap paper

• Very nice and helpful

• Everyone’s always very helpful

• Have not used the print collection yet.

• Excellent reference librarians in my estimation.  They have always given     me excellent service.

• The ladies at the reference desk especially Karla and Diane (Golenberg-Hart) have helped me above and beyond their duties. They have always been kind in answering my many questions.  They have always made sure I have understood what I was looking for and helped and guided me to find what I needed.

• Pleasant and helpful reference librarian – Diane Goldenberg-Hart

• Staff are very friendly.

• I have needed a lot of help finding various information for my classes.  I have found the reference librarians very accessible and helpful.

• Reference librarians have been very helpful and nice for the most part – only one was snippy.

• Nice personnel

• The reference desk people have always been very helpful and knowledgeable, taking the time to show me how to get the information I need.

• Was able to get all the needed info quickly and easily.

• Staff is very supportive.

• I found the staff to be extremely helpful and polite.  They were very willing and went above and beyond their job.

• Staff was very helpful. Thank you!

• The reference librarian was very helpful. I’m not very familiar with computers. He was a big help.

• Arthur and Ron were the best of help in finding Virginia Woolf’s “Mr. Bennett and Mrs. Brown” and assistance in the MLA Bibliography.

• Truly a valuable resource for the school.

• Reference librarians are very helpful.

• Newer atlases!

• The library needs more printers so the students can print out their work

• It’s a lot of havoc when the library is busy and everyone is printing at the same time.

• More staff at the reference desk so students wouldn’t have to wait long for help.

• Can you add more printers in different areas? I think it will be more convenient.

• Electronic databases difficult to access from home at times.  Asking for passwords some times but not others.

• Computer lab needs people who know the program SPSS.  Person didn’t know when someone would be available to help with the program.  Supervisor also unfamiliar with the program.