Information Services University Staff Satisfaction Survey 2008

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					                                                                   CUP/08-09/470


                             Information Services
                   University Staff Satisfaction Survey 2009


                                      Summary



The annual IS university staff satisfaction survey was originally scheduled to take
place at the end of May but was unavoidably delayed for nearly three weeks. The
survey was launched on the first day of the summer break and ran for four weeks
(mid June to mid July). Approximately 13% of the workforce (excluding IS staff) took
part (last year it was 20%).

Staff are asked to identify themselves as one of two user groups: teaching/research
or other staff. Grouping customers in this way helps identify the unique needs and
expectations of the different user groups.

Respondents were asked to measure levels of importance and/or satisfaction with
services using a numerical rating scale (assigning a mark between 1 and 10). This
helps accurately track changes year on year.

Overall satisfaction levels across the two user groups has fallen slightly this year
(exceptions being an increase in satisfaction with the Templeman Library Services,
locating information on the Computing and IT web pages and the Academic Librarian
Service).

Satisfaction rankings among support staff have marginally increased (IT network and
the OMR service) while teaching staff report higher satisfaction rankings for wireless
and VPN services this year.

As observed in previous years satisfaction is inextricably linked with expectation,
when expectations fall short, satisfaction levels drop.

This year sees an increased demand for quicker log-in times, increased software
functionality, shorter queues, quicker response times and improved navigation. This
is juxtaposed with dips in satisfaction for IT services (seminar rooms and lecture
theatres); the reading list management system; service delivery points; book
ordering; and locating information on some websites managed by IS.

Noticeable by their absence are criticisms about email storage, too few self service
machines, helpdesk phones not being answered and lack of signage – issues
highlighted in last year’s survey and subsequently addressed in action plans.

Once again a high number of comments (832) have been received. What unites
these comments is a shared interest in helping IS to improve both its delivery of
services and the customer’s everyday experience of the services themselves.




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                                                    Table of Content

1.    Background ......................................................................................................... 3
2.    Overview ............................................................................................................. 3
3.    Objectives ........................................................................................................... 3
4.    Methodology ........................................................................................................ 3
5.    Communication ................................................................................................... 3
6.    Incentive .............................................................................................................. 3
7.    Responses .......................................................................................................... 3
8.    Main Themes....................................................................................................... 3
9.    Data Type ............................................................................................................ 3
10.   Survey characteristics ......................................................................................... 3
11.   Ranking ............................................................................................................... 4
12.   Analysis ............................................................................................................... 5
      I.    Customer perception.................................................................................. 5
      III.  Computing and IT services and facilities .................................................... 6
                      a.        Helpdesk accessible by telephone ........................................ 6
                      b.        Email (ConnectMail) .............................................................. 7
                      c.        IT network ............................................................................. 7
                      d.        IT facilities in seminar rooms/lecture theatres ....................... 7
                      e.        Student Data System ............................................................ 8
                      f.        Wireless service .................................................................... 8
                      g.        Virtual Private Network (VPN) ............................................... 8
                      h.        Microsoft Office (2003/2007) ................................................. 8
                      i.        EndNote and RefWorks ........................................................ 8
                      j.        IT training provided by IS ...................................................... 9
                      k.        Module evaluation questionnaire service .............................. 9
      IV. Library services and facilities ..................................................................... 9
                      a.        Visiting Templeman to borrow/browse material ..................... 9
                                i. Lending Service Point ..................................................... 9
                                ii. Core Text Collection ....................................................... 9
                                iii. Core Text Loan desk ................................................... 10
                                iv. Self issue/return machines .......................................... 10
                      b.        Library Catalogue ............................................................... 10
                      c.        Hard-copy journals .............................................................. 11
                      d.        Online resources ................................................................. 11
                      e.        Book purchases through Library ......................................... 11
                      f.        Document delivery .............................................................. 11
                      g.        Reading list management system ....................................... 11
                      h.        Contact with academic liaison librarian ............................... 11
      V.    Web pages maintained by Information Services ...................................... 12
                      a.        Information Services website .............................................. 12
                      b.        Computing and IT services website .................................... 12
                      c.        Templeman Library services website .................................. 12
                      d.        Business Systems website.................................................. 12
      VI. British Cartoon Archive ............................................................................ 12
                      a.        Online access ..................................................................... 12
      VII. Communication ........................................................................................ 13
                      a.        Future changes in Library and IT services .......................... 13
                      b.        Information Services online feedback ................................. 13
                      c.        Improving communication ................................................... 13
13.   Survey Comments ............................................................................................. 13




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1.    Background
         Last year IS took the decision to address university staff (teaching/research,
         other university staff) and IS staff as two user groups. Prior to this, university
         and IS staff were surveyed as a single group. By separating the two groups
         IS can better address the needs, expectations and demands of its customers.
2.    Overview
         The survey invited feedback from University of Kent staff (teaching/research
         and other staff) across all sites. Questions focused on services provided by
         IS principally in the area of Templeman Library and IT services.
3.    Objectives
         The staff survey is integral to a continuous quality monitoring process.
         Survey outcomes and customer feedback helps identify the gap between
         what customers want and expect. Positive feedback identifies which
         elements of a service, or the extent to which the service itself is meeting or
         exceeding expectations. Negative feedback records any shortfall or the failure
         to deliver on expectations and so provides an invaluable source of information
         for the modification of services for a wide variety of stakeholders.
4.    Methodology
         Web-based, the survey used the Bristol Online Survey (BOS) software.
         Although paperless, individuals needing help are encouraged to contact the
         Helpdesk for any assistance with completing the online questionnaire.
5.    Communication
        An all-staff email and on-line announcements are used to promote the survey.
6.    Incentive
         Staff members happy to submit their names are entered into a draw to win
         one of four prizes (one to the value of £20, and three to the value of £10)
         when the survey closes.
7.    Responses
         276 responses have been received - 120 academic/researchers and 156
         administrative/support staff.
8.    Main Themes
         I. Satisfaction with Library services and facilities
         II. Satisfaction with IT services and facilities
         III. Ease/difficulty locating information
         IV. General and specific feedback on services and facilities
9.    Data Type
         I. Demographic
         II. Use of service (yes/no)
         III. Identifying hardware (open question)
         IV. Opinions (closed questions)
         V. General feedback on services and facilities (optional, open questions)
10.   Survey characteristics
         I. Survey launched 19 June, closed 19 July 2009
         II. Questions build on last year’s survey to help facilitate data comparison
              where possible
         III. Web-based questionnaire
         IV. Numerical Rating Scales - staff invited to assign a mark out of 10
         V. Twenty-five optional comment areas.




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 11. Ranking
        Mean rankings (generated by the survey software) help IS monitor improvement
        or deterioration in satisfaction levels year-on-year.
                     Question                         Overall   Overall   Teaching/    Other
                                                      Ranking   Ranking   Research     Staff
                                                      2007/08   2008/09    Ranking    Ranking
                                                                           2008/09    2008/09
How important to you is having an IT Helpdesk            6.5       8.0        7.7        8.1
accessible by telephone?                               (370)     (276)      (120)      (156)
If you have contacted Helpdesk in the last year how      7.9       7.8        7.7        7.8
satisfied are you with the service?                    (287)     (223)       (93)      (130)
If you have undertaken IT training in the last year      8.5       8.3        7.6        8.5
how satisfied are you with training received?           (73)      (77)       (22)       (55)
How satisfied are you with your campus IT network        7.5       7.5        7.0        7.9
in general?                                            (351)     (276)      (120)      (156)
If you are using the new ConnectMail service, how                  7.2        6.8        7.5
satisfied are you with the service                               (219)       (84)      (135)
If you use Wireless Service how satisfied are you       7.0        6.7        6.9        6.5
with the service?                                      (61)       (76)       (45)       (31)
If you use VPN how satisfied are you with the           7.2        7.2        7.4        7.1
service?                                               (75)       (69)       (33)       (36)
If you use IT facilities in seminar rooms and/or                   6.5        6.2        7.1
lecture theatre how satisfied are you with service?              (143)      (100)       (43)
If you use the OMR service, how satisfied are you       7.2        7.4        7.0        8.1
with the service?                                      (37)       (69)       (46)       (23)
If you use Lending Service Point, how satisfied are                7.4        7.3        7.8
you with the service you receive?                                 (99)       (67)       (32)
If you use CTC how helpful have you found it to be                 6.7        6.5        7.3
able to browse the shelves?                                       (95)       (66)       (29)
If you use CTC loan desk how satisfied are you with                7.4        7.5        7.4
the service you receive?                                          (74)       (52)       (22)
If you use the self issue/return machines how            7.8       7.5        7.4        7.5
satisfied are you with the service?                    (131)     (131)       (87)       (44)
If you use the book ordering service how satisfied       7.3       7.2        7.2
are you with the service?                               (59)      (46)       (46)
If you use the reading list checking service how         7.5       5.7        5.3       7.2
satisfied are you with the service?                     (44)      (41)       (33)       (8)
If you use the Help & Enquiry Desk how satisfied         7.8       7.2        7.1       7.4
are you with the service?                               (78)      (99)       (65)      (34)
If you use the Academic Liaison Librarian service        8.4       8.5        8.5       7.8
how satisfied are you with the service?                 (94)      (84)       (66)      (18)
If you use the document delivery service how             7.5       7.5        7.5
satisfied are you with the service?                     (62)      (54)       (54)
How satisfied are you with the overall provision of                7.3        6.8        7.7
IT services?                                                     (276)      (120)      (156)
How satisfied are you with the overall provision of      7.1       7.2        6.9      (7.7)
Templeman Library services?                            (254)     (167)      (109)       (58)
How easy do you find it to locate the information        6.3       6.5        6.1        6.9
you want on Computing and IT web pages?                (233)     (243)      (163)       (80)
How easy do you find it to locate the information        6.6       5.3        3.0        5.6
you want on Business systems web pages?                 (40)      (19)        (2)       (17)
How easy do you find it to locate the information        7.3       7.0        6.8        7.3
you want on Library Services web pages?                (210)     (134)       (87)       (47)
How easy do you find it to locate the information        6.8       6.5        6.1        6.8
you want on Information Services web pages?            (130)     (170)       (69)      (101)
If you use the catalogue how satisfied are you with      6.9       7.0        6.9        7.4
the usefulness of the service?                         (208)     (165)      (107)       (58)
If you use SDS how satisfied are you with the                      7.0        6.8        7.2
functionality of the service?                                    (168)       (82)       (86)

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If you use SDS how satisfied are you with the look                                                                                                                                     6.6                             6.3                                     6.9
of SDS?                                                                                                                                                                              (168)                            (82)                                    (86)
If you have submitted IS feedback how satisfied are                                                                                                                                    7.2                             6.0                                     7.8
you with responses to feedback?                                                                                                                                                       (12)                             (4)                                     (8)
                                              [Number in brackets represents the number of users responding to the question]

 12.            Analysis
                A total of 276 university staff responded to the survey and recorded 832
                comments.

   I.           Customer perception – numerical rating scales (assigning a mark between 1
                and 10) are used to rate services, the same rating system used last year.

   II. General user information – the University workforce totals 2,184 of which 657
       (789 including research) are academics. 1,621 are employed fulltime and 563 are
       employed part-time1. The University employs a further 2007 staff (730 academic,
       30 researchers) paid on the basis of timesheets. This year 120
       teaching/research staff responded together with 156 other staff2 a decrease in
       responses this year of 25%.

                29% (26% last year) of the teaching staff and 25% (36% last year) of the
                administrative/support staff who responded describe their status as part-time.
                                                               13
                                                                                                        Teaching/Research Staff                                           12



                                                                                                                                                                                                         9

                                                                       7             7                                           7
   6                                                                                                                                                                                                                  6
                                             5         5                                                             5     5                                                                                                                          5
             4                                                                                                                                                                                                                          4
                                                                                                                                         3                                                                                                                                 3
                                                                                                                                                                                   2                                                                           2
                             1                                                              1           1                                        1            1                              1                                    1
                                                                                                                                 PolIR
                                                                                                                                         PSSRU




                                                                                                                                                                                             UELT
                                                                                     CHSS
                                                               SECL




                                                                                                        Journalism




                                                                                                                                                                                                                      Computing
                                                                                                                                                                          SSPSSR
                                                                                            Economics




                                                                                                                                                                                                                                                               Pharmacy
                                                                                                                                                                                                                                  CSS



                                                                                                                                                                                                                                                      IMSAS
   English




                                                                                                                                                                                   Tizard




                                                                                                                                                                                                                                                                          Pysical Science
                                             History




                                                                                                                                                 Psychology
                                                                                                                     KBS
                                                                                                                           KLS
                                                       SDFVA
                            Classical/Arch




                                                                                                                                                                                                        Biosciences
             Architecture




                                                                      Anthropology




                                                                                                                                                                                                                                        Electronics
                                                                                                                                                              Sociology




                                                Humanities                                                            Social Sciences                                                               Science, Tech & Medical Studies

                The vast majority of the staff who responded are based in Canterbury (93%) with
                7% based at the Universities of Medway (and 2 respondent based in Brussels).

                Non-teaching respondents represent a cross section of University staff 24% work
                in one of the three faculties; ‘other’ departments include Medway administration,
                Music, Sports, Physical Activity and Recreation, the Sports Centre and staff who
                did not identify a department.




   1
        Workforce Information 2008
   2
        2008 Survey - 150 academic/research, 220 other staff


                                                                                                                         Page 5 of 13
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                                                                                                                              Non-teaching responses by department
                                                                              24
                                23
                                                                                                                                                                                                                                                                                                                                     22




                                                                                                                                                                                        13
                                                                                                                                                                             11
       10
                                                                                                     9
                                                                                                                                6                                                                                                                                 6                                               6
                                                                                                                                                                                                                                                                                        5
                                                             4                                                                                                                                          4                 4                        4
                                                                                                                                                                 3
                                                                                                                                         2
                                                             Faculty - STMS




                                                                                                                                C&DO




                                                                                                                                                                                                                                                                                                                                     Other Departments
       Faculty - Humanities




                                                                                                                                                                                                        Human Resources
                                                                                                                                         Disability & Dyslexia
                                                                                                   Centre Flexible Learning




                                                                                                                                                                                                                          Kent Innovation & Ent
                                                                                                                                                                             Finance




                                                                                                                                                                                                                                                   Kent Union
                                                                              Academic Division




                                                                                                                                                                                                                                                                                        Safety, Health, Environ
                                                                                                                                                                 Estates




                                                                                                                                                                                        Hospitality




                                                                                                                                                                                                                                                                  Research Services
                                 Faculty - Social Sciences




                                                                                                                                                                                                                                                                                                                  Student Services
III. Computing and IT services and facilities
     a. Helpdesk accessible by telephone – around 50% of all survey
        respondents identify helpdesk as an extremely important service (awarding
        a score for importance 10 out of 10). A further 22% rated importance an 8
        or 9 last year. [Overall ranking for importance last year 6.5 – this year 8.0]

                   A little over 80% (academic staff) say they have used the service during the
                   past 12months.

                   Both user groups were asked to comment on how they thought the service
                   could be improved. The popularity of the service and people’s high
                   expectations are reflected in the comments. Some felt the urgency of an
                   issue was not always recognised and some that too much jargon is used.
                   Others are happy with the level of service they receive. [Overall ranking
                   last year 7.9 – this year 7.8]

                                                                                                                                       Satisfaction with Helpdesk
                              Extremely                                                                                                                                                                 20%
                              satisfied 10                                                                                                                                                            19%
                                                                        9                                                                                                                             19%
                                                                                                                                                                                                                                                  25%
                                                                        8                                                                                                                                                                                                             30%
                                                                                                                                                                                                                                                  25%
                                                                        7                                                                                                  13%
                                                                                                                                                                           13%
                                                                        6                                                       6%
                                                                                                                                6%
                                                                                                                                6%
                                                                        5                                                       6%
                                                                        4                         2%
                                                                                                                      4%
                                                                        3                 2%
                                                                                        1%
                           Extremely 2                                                    2%
                          dissatisfied                                                  1%
                                       1                                                                                                                                               2007/08                                                                  2008/09




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b.   Email (ConnectMail) - around 80% of all staff say they have moved to the
     new ConnectMail service.

     Comments suggest that some are unaware of available features such the
     ability to select all email, setting up email forwarding, setting up out of office
     auto-replies to external senders and remotely accessing shared calendars.

     Noticeable by their absence are criticisms about email storage (a third of
     respondents last year said storage was an issue).

     Overall satisfaction is comparable with last year. [KentMail ranking last year
     7.3 – this year ConnectMail ranking 7.2]
                                            Satisfaction with Email
                                                        14%
                       10                            12%
        Extremely
                                                                 18%
        satisfied       9                                      17%
                                                                            24%
                        8                                                             29%
                                                            16%
                        7                                      18%
                                             8%
                        6              5%
                                              8%
                        5                   7%
                                   4%
                        4         3%
                                  3%
                        3            5%
          Extremely          1%
                        2          4%
        dissatisfied
                                   4%
                        1                                2007/08                  2008/09

c.   IT network – overall 62% assigned a score of 8 or above for satisfaction (up
     1% since last year). A common criticism among the teaching staff is the
     length of time it takes to log-on from lecture halls/seminar rooms. Teasing
     the percentages apart reveals that satisfaction among teaching staff is lower
     than support staff. [Overall ranking last year 7.5 – this year 7.5]
                       Satisfaction IT network - teaching & support staff comparison
                                                           15%
          Extremely 10                 5%
          satisfied                                                       22%
                     9
                                                                       20%
                        8                                                                31%
                                                                                      29%
                                                               17%
                        7                                14%
                                            7%
                        6                          11%
                        5               6%
                                                     12%
                        4    1%
                                  3%
                        3       3%
           Extremely         1%
                      2
         dissatisfied         2%
                        1    1%                            Teaching                Support


d.   IT facilities in seminar rooms/lecture theatres – a little over half (52%) of
     all respondents use these facilities. 54% rated satisfaction 7 and below.
     The question attracted the highest number of comments (72). The
     overriding issue for many is the time it takes for individuals to boot up and

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     log on to PCs in these rooms. [Overall ranking for satisfaction this year 6.5]

e.   Student Data System – approximately 60% of those responding to the
     survey use SDS. Asked to comment on its functionality and look, the
     question generated 60 comments.

     47% of all users rated satisfaction with functionality 8 or above. Shared
     criticism includes poor navigation, unintuitive functions and some say it is
     unfriendly to use. [Overall ranking (functionality) 7.0]

     30% of all users rated satisfaction with the look of SDS 8 or above. Shared
     criticism includes poor layout and for some it has an old fashioned and
     unprofessional look. [Overall ranking (look) 6.6]

f.   Wireless service – 28% of respondents use the wireless service (38%
     teaching staff and 20% support staff) an overall increase in usage since last
     year of 10%. Comments suggest that some find it easier than others to set
     up. Satisfaction levels are slightly higher among the teaching staff with
     approximately 45% (42% support staff) rating the service 8 or above.
     [Overall ranking last year 7.0 – this year 6.7]

g.   Virtual Private Network (VPN) (filestore accessible from home) – 25% of
     all respondents use this service (last year it was 20%). One shared
     observation is a perceived lack of information about VPN availability and
     some criticism of set-up instructions. Satisfaction levels are similar to last
     year (around 60% rate the service 8, 9 or 10). [Overall ranking last year 7.2
     – this year 7.2]

h.   Microsoft Office (2003/2007) – 95% of all respondents have Office
     installed, approximately 60% are using 2003 and 40% 2007. Fewer than
     10% have attended 2007 taster sessions run by the IS training team. Those
     that have attended say they have found the sessions useful. Around a
     quarter of comments are from individuals less than happy with Office 2007.

i.   EndNote and RefWorks (bibliographic software) – 32% of teaching staff
     who responded use EndNote and or RefWorks. Asked to express a
     preference for one package 95% choose EndNote, 5% RefWorks - the
     overriding reason given was familiarity with the chosen package. 78% of
     teaching staff go on to recommend either or both to undergraduates and
     postgraduates.
                         Recommended bibliographic software

                                 89%


                                                                  Undergraduates
                 61%


                                                                  Postgraduates



                                                 14%
                                                                  11%



                       EndNote                         RefWorks




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    j.     IT training provided by IS – over 60% of all users say that IT training
           (provided by IS) is important. Approximately 18% of all respondents have
           undertaken IT skills training during the past year. Satisfaction levels with
           training are similar to last year with 57% rating satisfaction 8, or above.
           Comments include praise for the trainers and shared requests for ECDL
           modules to run during the summer vacation. [Overall ranking last year 8.5 –
           this year 8.3]

           Respondents were asked to identify other training needs, one shared
           request was for training in the use of Nvivo (software that organises and
           analyses non numerical and/or unstructured data).

   k.       Module evaluation questionnaire service (OMR) – 44% of those who
           responded have used the OMR service (38% teaching staff and 15%
           support staff). Comments suggest there are bottlenecks somewhere
           (outside of IS) that cause a delay in delivering results to some academics.

           Some respondents took part in an online module evaluation pilot study –
           comments suggest they would like to see a similar study run this coming
           year. Satisfaction levels are up slightly, reflected by the increase in ranking
           this year. [Overall ranking last year 7.2 – this year 7.4]

    l.     Overall satisfaction provision IT services – 55% of all respondents’ rated
           satisfaction with IT services 8 or above. This question was missed from the
           survey last year. [Ranking this year 7.2]

                                Overall satisfaction with IT services provided by IS (2009)

                           10            5%

             Extremely     9                               17%
             satisfied     8                                                        33%

                           7                                      22%

                           6                    10%

                           5              6%

                           4        3%

              Extremely    3      2%
            dissatisfied
                           2      2%

                           1


IV. Library services and facilities

    a. Visiting Templeman to borrow/browse material – 57% of all respondents
   visit the Library to view material (83% of teaching and 37% support staff). Main,
   Core Text and Special Collections (in that order) are the most accessed sections
   by teaching staff, and Main and Core Text by support staff.

     i.       Lending Service Point – around 60% of teaching staff who visit the
              Library say they sometimes use the Service Point. 55% rated satisfaction
              with the service they receive 8 or above. [Overall ranking this year 7.4 –
              Teaching staff ranking 7.3]

     ii.      Core Text Collection – around 60% of teaching staff who visit the
              Library also visit this collection. 40% rated helpfulness to browse the
              open shelves 8 or above.
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       A shared criticism of CTC is having the same texts in the Core and Main
       collections an issue that one academic feels the catalogue is not
       addressing. [Overall ranking (helpfulness) 6.7 – Teaching staff ranking
       6.5]

iii.   Core Text Loan desk – approximately 50% of teaching staff who visit the
       Library sometimes visit the CTC loan desk. 60% rate satisfaction with the
       service 8 or above.

       Comments are mixed with one academic saying staff are helpful but
       students report that they find them hostile and impatient. Another said
       that staff were unwilling to check out books when there are long queues
       at machines. [Overall ranking for satisfaction this year 7.4 – Teaching
       staff ranking 7.5]

iv.    Self issue/return machines – 87% of teaching staff who visit the Library
       use the self service machines. 57% of the teaching staff rate satisfaction
       with the service 8 or above (1% increase over last year).

       Common criticisms highlight the inability of the machines to read some
       barcodes. [Overall satisfaction ranking last year 7.8 - this year 7.5 -
       (ranking for teaching staff 7.5 the same as last year)]

 v.    Help & Enquiry desk - 65% of teaching staff who visit the Library use
       the Help & Enquiry Desk (last year it was 33%). 48% of the teaching staff
       rate satisfaction with the service 8 or above (10% drop since last year).

       There has been an even bigger percentage increase (79%) of other staff
       visiting the desk this year (last year 16%).

       A teaching staff member said the level of help depended on factors like
       the time of year (level of stress), expertise of individuals manning the
       desk etc. Another welcomed the Helpers but thought their role should
       include shelving. [Overall ranking for satisfaction last year 7.8 - this year
       7.2 -Teaching staff ranking this year 7.1]


                            Overall satisfaction with Help & Enquiry Desk (all users)
                                                        14%
         Extremely     10                                        18%
         satisfied                             9%
                       9                                         18%
                                                                                       28%
                       8                                                               28%
                       7                                               21%
                                                                17%
                                               9%
                       6                       9%
                                               9%
                       5             4%
                                          6%
                       4             4%
                              1%
                       3      1%
                       2      1%
         Extremely            1%
        dissatisfied            2%
                       1                              2007/08                2008/09

b. Library Catalogue – around 60% of all staff say they access the Library
   catalogue (89% of teaching staff and 37% of support staff). The percentage of
   those ranking satisfaction with the catalogue 8 or above has increased slightly
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   this year (up 5% to 47%). Comments include mediocre functionality, clunky,
   'busy' screens, confusing layout and requests for better integration of
   electronic resources. [Overall ranking last year 6.9 – this year 7.0]

c. Hard-copy journals – 60% of the teaching staff use hard-copy journals. Of
   these approximately 62% say they are satisfied with how they are currently
   displayed; the remaining 38% say they would prefer them to be grouped
   together.

d. Online resources - 56% of university staff access online resources (90%
   teaching staff and 30% support staff).

                      136         Online resources access by all staff



                                                            84


                                  55

         36
                                                                        31

                                                 6                                     8




                                                                                    management
                                               Mapping
                                  eBooks
                      eJournals




                                                           Journals




                                                                       services
                                                           indexes
         Newspapers




                                                                                     Reference
                                                tools




                                                                         Data


e. Book purchases through Library (for teaching and research) – 38% of the
   teaching staff say they use this service. 59% ranked satisfaction with the
   service 8 or above (a drop of 1%) – the percentage of staff rating satisfaction
   10/10 has fallen from 16% last year to 7% this year.

   Comments include reference to a new system trailed earlier in the year which
   is described as a vast improvement over the ‘unnecessarily bureaucratic’
   system in place before. The slow delivery of books is a shared criticism
   expressed by several staff. [Overall ranking last year 7.3 – this year 7.2]

f. Document delivery (materials borrowed from other institutions) – 45% of the
   teaching staff say they use the service - a 5% increase since the last survey.
   67% rated satisfaction with the service 8 or above (2% higher than last year).

   Comments are mixed; praise for the service from some, others say orders
   have been lost and books are slow to arrive. [Overall ranking last year 7.5 –
   this year 7.5]

g. Reading list management system – approximately 15% of all respondents
   say they use the current reading list management system (approximately 25%
   of teaching staff). Overall satisfaction is low with fewer than 30% of teaching
   staff rating the service 8 or 9, and 57% rate satisfaction 5 or below.

   One observer notes the reading list requirements for Moodle differ from those
   required for the Library. Common criticism includes the amount of time
   needed to update lists. [Overall ranking last year 7.5 – this year 5.7]

h. Contact with academic liaison librarian (subject librarian) – 55% of
   teaching staff are in contact with their subject librarian (and 11% of other
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                                                                      Anne Maruma – July 2009
                                                                        CUP/08-09/470
       staff). The survey reveals that 36% contact their librarian rarely, 43%
       sometimes and 21% frequently. 75% of all respondents rank satisfaction 8 or
       above. [Overall ranking last year 8.4 – this year 8.5]

  i.   Overall satisfaction with Library services – 61% of all respondents say
       they use one or more of the services offered by the Templeman. 56% rate
       satisfaction 8 or above (up 9% since last year). [Overall ranking last year 7.1
       – this year 7.2]

        Extremely
                           Overall satisfaction with Templeman Library services
                          3%
        satisfied 10            5%
                                                   18%
                   9                      13%
                                                                                 35%
                   8                                                 29%
                   7                                 19%
                                                             22%
                                     10%
                   6                   11%
                            4%
                   5                         14%
                            4%
                   4     2%
                           3%
                    3   1%
        Extremely
                         2%
       dissatisfied 2    2%
                         2%
                   1    1%                         2007/08                 2008/09

V. Web pages maintained by Information Services

  a.   Information Services website – 52% of all staff say they use the IS website.
       37% rate how easy it is to use 8 or above (an overall drop of 4%). Comments
       suggest some find the website easier to navigate than others. Those having
       difficulty highlight the lack of a search engine and an alphabetical listing of
       services. [Overall ranking last year 6.8 – this year 6.5]

  b.   Computing and IT services website – 62% of all staff say they use the
       website. 38% rate its ease of use 8 or above (an overall increase of 8% since
       last year). Comments reveal that some find training and the service status
       (Message of the Day) easy to find while others struggle to find
       person/department contacts details and FAQs. [Overall ranking last year 6.3
       – this year 6.5]

  c.   Templeman Library services website – 49% of all staff say they use the
       website. 50% rate ease of use 8 or above (an overall drop of 1%). The
       catalogue and books are the items highlighted as easy to find, whereas
       electronic resources some users struggle to find. [Overall ranking last year
       7.3 – this year 7.0]

  d.   Business Systems website – 19 respondents say they use the website
       making it difficult to draw any conclusions. One user who said they struggle
       to find information cites the lack of a search engine. [Overall ranking last year
       6.6 – this year 5.3]

VI. British Cartoon Archive

  a.   Online access – 46% of all respondents (48% of teaching staff and 45% of
       support staff) said they knew the Archive has an online database of cartoons
       (an overall increase of 10%). Around 20% of the teaching staff use the data
       base to support teaching and research.

                                     Page 12 of 13
                                                                   Anne Maruma – July 2009
                                                                    CUP/08-09/470
  VII. Communication

  a. Future changes in Library and IT services – last year the two user groups
     identified email as their chosen method to be kept informed of change – a similar
     question asked this year confirmed that email continues to be the medium of
     choice.

  b. Information Services online feedback – fewer than 20% know how to access
     IS feedback online (19% teaching staff and 23% support staff), a similar
     percentage to last year. 4 teaching staff and 8 support staff have submitted
     feedback during the last year. 2/4 teaching staff and 7/8 support staff received a
     response within 3 working days. [Overall ranking this year 7.2]

  c. Improving communication – both user groups were asked if they had any
     suggestions on how IS could better communication with staff. Two comments
     recommend including a web link in emails or the newsletter to promote new or
     updated services provided by IT services or the Library. Another suggests
     cutting the use of jargon where possible because non-IS staff have a different
     knowledge-base.

13.   Survey Comments
      832 individual comments have been left by the two user groups (a similar figure
      to last year). The comments are in response to 27 optional questions which
      invited customers to share their views and/ or suggestions about IS services.




                                      Page 13 of 13
                                                             Anne Maruma – July 2009

				
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