1. All slides and material are commercial-in-confidence. Copyright © 2005 Ambit Insights. All rights reserved.

2. All slides and material are commercial-in-confidence. Copyright © 2005 Ambit Insights. All rights reserved. Qualitative Data Analysis Council of Australian University Libraries (1995 – 2005) Dr. Stan Rodski Head of Research

3. 33 Copyright © 2005 Ambit Insights. All rights reserved. Session Agenda Introduction Current Key Issues: (by Client Category) Trend analysis: Key Issues 1995 – 2005 (by Client Category) Questions Trend analysis: Key Issues 1995 - 2005 Current Key Issues: (by Faculty) 1 2 3 4 5 6

4. 4 Copyright © 2005 Ambit Insights. All rights reserved. Session Agenda INTRODUCTION 1 5 6 1

5. 5 Copyright © 2005 Ambit Insights. All rights reserved. Introduction Research Overview: Over the last 10 years Rodski Survey Research has completed 81 University Library Customer Satisfaction surveys. As part of our continuing investment in this sector, Rodski have undertaken a major longitudinal qualitative study of the last 10 years survey results. Over 1 million comments have been collected from these surveys and in this study 10% (10,000) of these comments were randomly chosen and analysed. Across the 10 years (1995 – 2005) there were 10 key issues across all years and demographics. These 10 issues that form the basis of this study were Providing a quiet environment Customer Service Opening hours Resources/books Loans Photocopying Cleanliness Facilities Computers Internet The data was then analysed by YEAR, UNIVERSITY GROUPING and FACULITY. This study is ongoing and will be reported on an annual basis.

6. 6 Copyright © 2005 Ambit Insights. All rights reserved. Session Agenda Trend analysis: Key Issues 1995 - 2005 1 2 5 6

7. 7 Copyright © 2005 Ambit Insights. All rights reserved. Trend analysis: Key Issues 1995 - 2005 IMPROVERS Resources / Books Opening Hours Quiet Environment Loans STATIC Customer Service Facilities WORSENINGS Internet Computers Photocopiers

8. 8 Copyright © 2005 Ambit Insights. All rights reserved. Session Agenda Trend analysis: Key Issues 1995 – 2005 (by Client Category) 1 5 6 3

9. 9 Copyright © 2005 Ambit Insights. All rights reserved. Trend analysis: Key Issues 1995 – 2005 (by Client Category) IMPROVERS Quiet Environment Loans Internet Cleaning Computers STATIC Opening Hours Photocopiers WORSENINGS Customer Service Facilities Resources / Books

10. 10 Copyright © 2005 Ambit Insights. All rights reserved. Trend analysis: Key Issues 1995 – 2005 (by Client Category) IMPROVERS Opening Hours Internet Cleaning STATIC Quite Environment Loans Photocopiers WORSENINGS Customer Service Facilities Resources / Books

11. 11 Copyright © 2005 Ambit Insights. All rights reserved. Trend analysis: Key Issues 1995 – 2005 (by Client Category) IMPROVERS Resources / Books Quite Environment Internet STATIC none WORSENINGS Customer Service Computers Loans Photocopiers Facilities Cleaning Open Hours

12. 12 Copyright © 2005 Ambit Insights. All rights reserved. Trend analysis: Key Issues 1995 – 2005 (by Client Category) IMPROVERS Customer Service Resources / Books Computers STATIC Opening Hours Cleaning Facilities WORSENINGS Quite Environment Internet Photocopiers Loans

13. 13 Copyright © 2005 Ambit Insights. All rights reserved. Trend analysis: Key Issues 1995 – 2005 (by Client Category) IMPROVERS Photocopiers Resources / Books Loans Quite Environment STATIC Cleaning Facilities WORSENINGS Internet Computers Customer Service Opening Hours

14. 14 Copyright © 2005 Ambit Insights. All rights reserved. Trend analysis: Key Issues 1995 – 2005 (by Client Category) IMPROVERS Resources / Books Customer Service Photocopiers Cleaning STATIC Loans Facilities WORSENINGS Computers Quite Environment Opening Hours Internet

15. 15 Copyright © 2005 Ambit Insights. All rights reserved. Session Agenda Current Key Issues: (by Client Category) 1 5 6 4

16. 16 Copyright © 2005 Ambit Insights. All rights reserved. Current Key Issues: (by Client Category) ACADEMIC STAFF

17. 17 Copyright © 2005 Ambit Insights. All rights reserved. Current Key Issues: (by Client Category) ANOTHER UNIVERSITY

18. 18 Copyright © 2005 Ambit Insights. All rights reserved. Current Key Issues: (by Client Category) GENERAL STAFF

19. 19 Copyright © 2005 Ambit Insights. All rights reserved. Current Key Issues: (by Client Category) OTHER

20. 20 Copyright © 2005 Ambit Insights. All rights reserved. Current Key Issues: (by Client Category) POSTGRADUATE

21. 21 Copyright © 2005 Ambit Insights. All rights reserved. Current Key Issues: (by Client Category) TAFE

22. 22 Copyright © 2005 Ambit Insights. All rights reserved. Current Key Issues: (by Client Category) UNDERGRADUATE

23. 23 Copyright © 2005 Ambit Insights. All rights reserved. Session Agenda Current Key Issues: (by Faculty) 5 6 5

24. 24 Copyright © 2005 Ambit Insights. All rights reserved. Current Key Issues: (by Faculty) HUMANITIES

25. 25 Copyright © 2005 Ambit Insights. All rights reserved. Current Key Issues: (by Faculty) ECONOMICS

26. 26 Copyright © 2005 Ambit Insights. All rights reserved. Current Key Issues: (by Faculty) LAW

27. 27 Copyright © 2005 Ambit Insights. All rights reserved. Current Key Issues: (by Faculty) ENGINEERING

28. 28 Copyright © 2005 Ambit Insights. All rights reserved. Current Key Issues: (by Faculty) SCIENCE

29. 29 Copyright © 2005 Ambit Insights. All rights reserved. Session Agenda QUESTIONS? 5 6 6

30. All slides and material are commercial-in-confidence. Copyright © 2005 Ambit Insights. All rights reserved.