California State University Northridge Oviatt Library Service Assessment, Spring 2007 Summary Results Kathy Dabbour September 27, 2007

California State University Northridge Agenda Why a Service Survey? What was asked? How was it distributed? Who took the survey? Findings Conclusion

California State University Northridge Why a Service Survey? Library Outcomes for services: Library Assessment Planning Guide (p.7- 8): ary%20assessment%20plan.doc ary%20assessment%20plan.doc

California State University Northridge What was asked? Demographics: Status and major/dept. Frequency of library use—in person and virtual Courtesy and helpfulness of library staff at various service desks Library staff at various service desks helped you understand how to use the library Specific questions about library services, facilities, access, overall satisfaction Comments

California State University Northridge How was it distributed? Available April 2007 to the end of spring semester Online via link on Library home page Hardcopy to classes Hardcopy at service desks Announced to campus listservs and forwarded by librarians

California State University Northridge Who took the survey? 468 surveys returned Undergrads: 73.6% (343) Grads: 13.9% (65) Faculty: 8.2% (38) Staff: 2.6% (12) Alumni, retired, other 1.7% (8)

California State University Northridge Who took the survey? Departments/Majors: Political Science (19%) Psychology (18%) Health Sciences (7%) Theatre (4.7%)... And the rest (< 3%)

California State University Northridge Service desk staff are courteous and helpful Average of 72.7% agreed Low = Exit (59.7%) High = Reference (80.7%) & Info (80.5%) Based on percentage of respondents who provided an answer (agree, neutral, disagree) Also interesting: number of respondents who answered unknown or left blank

California State University Northridge Service desk staff helped me learn about the library Average of 65.9% agreed Low = Exit (49.3%) High = Reference (76.7%) Based on percentage of respondents who provided an answer (agree, neutral, disagree) Also interesting: number of respondents who answered unknown or left blank

California State University Northridge Specific questions Level of agreement

California State University Northridge Library employees Reference librarians are effective teachers (76.4%) Librarians actively engage in outreach to faculty (66.9%) Library employees are courteous and helpful by telephone (72.8%)

California State University Northridge Library facility Pleasant and inviting (62.4%) Enough study space (67.3%) Quiet (65.9%) Hours (73.3%)

California State University Northridge Library equipment Computers and software support assignments and research (71.7%) Printers and photocopies adequate (62.6%) Microform reader/printers adequate (70.6%)

California State University Northridge Access to collections Find books on shelves (59.2%) Find periodicals on shelves (57.2%) Find media in cabinets (56.9%) ASRS requests handled quickly & efficiently (68.9%) Loan periods adequate (64.7%)

California State University Northridge Access to electronic resources Successfully connect to library’s online resources (83.5%) Web site well-organized and easy to navigate (72%)

California State University Northridge Access to outside or new materials ILL provides timely access (67.4%) Book purchase requests handled in a timely manner (65.1%)

California State University Northridge Overall satisfaction with library collections Books (66%) Print periodicals (65.7%) Online periodicals (66.4%) Media (66%) Course reserves (print and electronic) (69.1%)

California State University Northridge Comments summary 173 provided comments 115 = Negative 41 = Positive 17 = Mixed

California State University Northridge Comments themes Negative: noisy; dirty; uncomfortable chairs; hot in Collaboratory; not enough group study rooms; checkout/renewal policies (books, media); extend hours, esp. on Fridays and Saturdays; extend hours overall; too dark; hard to find materials; specific subject area gaps; wireless reach

California State University Northridge Comments themes Positives: helpfulness and/or skillfulness of specific service points and/or library employees; library instructional services; overall, happy with library; appreciate the library’s services and resources; good place to study

California State University Northridge So, how are we doing? Overall satisfaction with library services, facilities, and resources (74.1%) Likelihood of recommending the Oviatt Library to a friend/colleague Very likely/Likely (87.9%) Neutral (9.9%) Not likely/Not at all likely (2.2%)

California State University Northridge More information Project reports and publications on the Library Assessment Plan web site: ent.html#projects ent.html#projects