University of Pretoria. Department of Library Services: LibQUAL survey 2009 feedback

LIBQUAL+® Survey (May 2009): Feedback to clients

Thank you very much once again for participating in our LibQUAL survey last year.

Your rating of our service (4.01/5) is the best ever and we are encouraged by your 1172 positive comments.

We also share your concerns - 1405 negative remarks are too many - and will address them systematically with your help in order to make this service not only successful but also significant.

Robert Moropa (Director)

Like before we received many complaints about computers, internet access, printing and photocopying.

Internet bandwidth, computer upgrading, photocopying and printing are university IT issues over which we do not have any control.
From our limited IT allocation in 2009 we spent an additional R332 000 on bandwidth, specifically for online library resources and we bought 24 new computers.
Currently we have 332 computers for library users plus 171 in various library training rooms. 218 computers were upgraded in 2009.
Please keep in mind that all online library resources may be accessed from the computer labs on campus as well as your offices and homes.

We have chosen the following THREE issues for serious attention in the coming months:

You said

The UP libraries are overcrowded and lacking in various facilities
The libraries are far too noisy for productive work

What we intend to do

Plans are afoot for special space for postgraduates in the Merensky and Education Libraries (with computers and wireless internet connectivity) as well as an expansion of the Learning Centre on the entrance level of the Merensky Library.
We also find the noise levels unacceptable and would like to discuss possible solutions with you. Please post your suggestions on how noise can be diminished on the Library Facebook or hand in at the information desk or email them to us.
An audit of all our buildings and physical facilities will be done in 2010 with a view to upgrading.

You said

The web site is difficult to navigate
Electronic resources are difficult to find and use

What we intend to do

A web usability study will be done in 2010 as part of a general upgrading of the library web site.
Please attend our regular training sessions and use the online tutorials or make an appointment with your information specialist for assistance.

You said

The library staff are generally very good but some of us have had nasty experiences

What we intend to do

We plan client care training for our frontline staff for 2010.