Library - Customer Satisfaction Survey Results May 2004
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Customer Satisfaction Survey Results May 2004
What you said and what we’re doing.
Thank you to all staff and students who responded to the Customer Satisfaction Survey, telling us what you feel about Library services and resources.
These are the top ten areas that you said we are doing well:
- Library staff treat me fairly and without discrimination
- Library staff display professionalism
- Library staff are friendly
- Aids are provided for users with disabilities
- Requests for inter-library loans are followed through
- Library web pages provide clear and useful information
- Requests for information are followed through
- Library staff deliver on promises made to me
- Library staff respond clearly and accurately to enquiries
- Library staff provide quality service
These are the ten main areas you want us to improve.
Your valuable feedback has enabled the Library to target the areas you have identified for improvement in our quest to provide you, our clients, with the best possible service we can.
Library opening hours Semester 1 2005
The Library will now be open longer hours on Fridays, Saturdays and Sundays. The new times are:
Friday 8.00am - 8.00pm
Saturday and Sunday 10.00am – 6.00pm
During the last 4 weeks of each semester the Library will extend the opening hours:
Monday – Thursday 8.00am -11.00pm
Friday 8.00am – 10.00pm
Saturday, Sunday and the two public holidays (Queen’s Birthday and Labour Day) 10.00am – 10.00pm
See the full list of Library opening hours.
Group study facilities
Computers have been installed in 5 of the group study rooms at Wellesley and these rooms can now be booked electronically through the logmein portal. Group study rooms will be available in the new Akoranga Learning Centre from Semester 2.
Individual seating
Individual seating is at a premium in the temporary facility at Akoranga. In an attempt to alleviate the problem the Information Literacy Lab (AB112) can be used when classes are not in session and extra study rooms have been made available at during Semester 1. The list of rooms is available in the Library.
Library resources required for my needs
A further 12,500 volumes were added to the Library collection during 2004. Also, you can access over 2,500 e-books and 38,500 full text electronic serials titles through the Library. The advantage of the e-resources is that they are available 24 hours a day 7 days a week, you do not have to come in to the Library to access them.
Library catalogue – clear and useful information
The “Learning with the Library” workshops held regularly during the first four weeks of each semester teach clients how to use the Library catalogue. If you miss these classes you can visit an Information Services desk where Library staff can assist you. Alternatively you can make an appointment with a Liaison Librarian. There are useful brochures beside the catalogue stations for you to use in the Library and take away with you.
Easy Access to information resources (books, electronic etc)
We are continually working to improve our signage and update our WebPages to ensure easy access to resources. Library staff are available to assist you if you are having difficulty locating the information you need.
Taking prompt corrective action regarding missing books and journals
Library staff are committed to re-shelving books and journals within 24 hours, to a high standard of accuracy. The shelves are tidied periodically and this helps locate items that have been misplaced. You can help us by placing the books you have used on the trolleys located on each floor or in the returns bin to ensure they are put back in the right places.
If you are unable to find the book or journal you need please ask the staff at the Lending desk to place the item on hold for you. We will search thoroughly for one week and if the item is not found in that time a replacement copy will be ordered if it is still in print.
The number of computer workstations, Computer facilities and electronic equipment and Photocopying facilities
These areas are outside the control of the Library so they have been referred to Information Technology Services for their attention. We can tell you that additional computer workstations were installed in the Wellesley Learning Centre at the beginning of Semester 2, 2004 and the Akoranga Learning Centre at will have a large open access computer lab.