The Library and Information Service conducted a client survey in August to hear the needs and challenges of staff and students in using the Library’s online services and resources. With a greater understanding of users’ needs and challenges, the Library is now working to make improvements.
The 1 149 survey responses which were received were representative of all client types and faculties. Illustrated below is a breakdown of respondents by client type, expressed as a percentage of the total.
Client type of respondents, as a percentage
The bar graph below depicts the faculties represented by survey participants, expressed as a percentage of the total.
Survey respondents by faculty, as a percentage
Feedback, received in the form of four open-ended questions, has provided valuable information about aspects of online services with which staff and students struggle and which they wish to see improved.
Clients’ needs are centered on finding information for their studies or research in the form of journal articles and books, and in using the online databases, e-journals and SUNSearch. They also have need to access the physical library, including printing facilities and study areas. The Interlibrary loans service and the library guides set up by librarians are also very frequently used. Aspects such as a user-friendly website, library-related training and help with referencing were also fairly important needs indicated by staff and students.
The challenges that library users experience mostly relate to accessing information in databases, users’ own search abilities, navigating the Library’s website, limited electronic material and complex search functions. A large number of participants (170) indicated that they do not experience any challenges in using the Library’s online services and resources.
Suggestions received regarding training related mostly to the ease of obtaining information for studies or research. The optimal use of databases, how to do a literature search, search strategies, basic orientation, the need for online training videos and how to reference resources were all points highlighted. As the Library already offers training in several of these topics, the need for awareness of services and training has become evident.
General suggestions included the need for an improved electronic book collection, a user-friendly website, a better search engine and more online resources in general. More defined search options will also assist in finding information effectively.
Based on the survey results, the Library will work to improve the following: the usability of the website and search functions, expansion of the current generic training which will also focus on new students and undergraduates, provision of more e-learning tools and using a variety of ways to market the library’s services and training. The results and recommendations have also assisted the Library in setting up strategic themes for the period 2021-2025.
The Library is truly thankful to all who participated in the survey. We look forward to offering you improved services.
Marié Roux
Editing: Bronwyn Bruton