1. NVBF Reykjavik June 2004Alice Nørhede/Copyright 2004 User-surveys in libraries: Friend or foe? A never-ending case story from The Danish Pharmaceutical Library, 2001- ?

2. The Danish University of Pharmaceutical SciencesNVBF Reykjavik June 2004Alice Nørhede/Copyright 2004 The Danish University of Pharmaceutical Sciences

3. NVBF Reykjavik June 2004Alice Nørhede/Copyright 2004 The Library

4. The Danish University of Pharmaceutical SciencesNVBF Reykjavik June 2004Alice Nørhede/Copyright 2004 A big problem for a small library Chemistry/ Physical Chemistry 30% Master Thesis 10% Elective Courses 10% Internship (Pharmacy) 10% Social Pharmacy 10% Pharmaceutics 10% Biology/ Pharmacology 20%

5. The Danish University of Pharmaceutical SciencesNVBF Reykjavik June 2004Alice Nørhede/Copyright 2004 As seen by the library.. SWOT analysis WeaknessThreats Opportunities Strength   *Human Resources *Economy *Big library is Neighbour *Lack of space *Electronic Resources *Individual Services *Size of Organisation *Broad and Fast Changing Research Area Opportunities Strengths Weakness Threats

6. The Danish University of Pharmaceutical SciencesNVBF Reykjavik June 2004Alice Nørhede/Copyright 2004 As seen by users…. Benchmarking between libraries – over-all satisfaction 2001

7. The Danish University of Pharmaceutical SciencesNVBF Reykjavik June 2004Alice Nørhede/Copyright 2004 2001 Reactions to… –Alarm among library staff –Writings in Internal Journal –Presentations in Danish and International Library Environment

8. The Danish University of Pharmaceutical SciencesNVBF Reykjavik June 2004Alice Nørhede/Copyright 2004 Identify problems - satisfaction Impact on satisfaction 2001,3,2,10,0 90 80 70 60 50 Technical facilities Other services Electronic resources Printed materials Human resources INDEXINDEX Library environment

9. The Danish University of Pharmaceutical SciencesNVBF Reykjavik June 2004Alice Nørhede/Copyright 2004 Identify problem - loyalty INDEXINDEX Impact on loyalty,3,2,10,0 9090 8080 7070 6060 5050 Library environment Technical facilities Electronic resources Printed materials Human resources IndexIndex Other services

10. The Danish University of Pharmaceutical SciencesNVBF Reykjavik June 2004Alice Nørhede/Copyright 2004 Problems – library environment,1 4,1 2,1 0,0 8 0,06 Index 90 80 70 60 50 Info material s sufficient Opening hours Indoor climate good Nice and clean rent Pleasant atmosphere Nice meeting point Peaceful enough Enough reading room seats Good design Relative importance of library environment 2001 0,16 0,100,12

11. The Danish University of Pharmaceutical SciencesNVBF Reykjavik June 2004Alice Nørhede/Copyright 2004 What is wrong with printed materials? “Do the materials in the library meet your requirements?” Students 5,2 Faculty 3,51 “The range of periodicals in my field of interest is generally adequate ” Students 5,16 Faculty 3,46 ” Normally the material I want is available in the library” Students 4,76 Faculty 3,83

12. The Danish University of Pharmaceutical SciencesNVBF Reykjavik June 2004Alice Nørhede/Copyright 2004 What is wrong with printed materials? Relative importance to collection of printed publications 2001,22,20,18,16,14,12,10,08,06,04 Index 90 80 70 60 50 Find materials on the shelves Suitable borrowing times Getting materials from other libraries Materials in-house Collection of Journals sufficient Collection of books sufficient Ordered materials Easy to make reservationsEasy to re- borrow Easy to borrow

13. The Danish University of Pharmaceutical SciencesNVBF Reykjavik June 2004Alice Nørhede/Copyright 2004 Problems – electronic resources Relative importance of electronic resources 2001,24,22,20,18,16,14,12,10 Index 72 70 68 66 64 62 60 58 56 Catalogue easy to use Info about use of electronic resources easy to understand Homepage has relevant info Homepage easy to navigate Guide to Internet satisfactory help Adequate in my fields of interest

14. The Danish University of Pharmaceutical SciencesNVBF Reykjavik June 2004Alice Nørhede/Copyright 2004 Remote access and FARM Question: ” It is important to have access to the electronic resources of the library from home” Students: 98 out of 134 had marked 5, 6 or 7 Question: ” The library’s catalogue FARM is easy to use” Students: 29 out of 134 did not answer, 46 marked 1-4, 56 marked 5-7 Faculty: 28 out of 75 did not answer, 23 marked 1-4, 24 marked 5-7

15. The Danish University of Pharmaceutical SciencesNVBF Reykjavik June 2004Alice Nørhede/Copyright 2004 Actions 2001 Increased funding for electronic journals and databases Increased funding for books in specific areas Invitation to suggest books and journals for the library to buy IT-department contacted regularly to encourage remote access facilities for students Design of the library’s homepage had to be improved. Shelving needed attention Better competencies among staff Intensified introduction and teaching in using the library catalogue Opening hours extended four mornings and two evenings.

16. The Danish University of Pharmaceutical SciencesNVBF Reykjavik June 2004Alice Nørhede/Copyright 2004 2003 A new survey… User loyalty User valueOther factors Other services Electronic resources Index 90 80 70 60 50 79 67 60 8585 72 64 71 67 71 80 65 5757 82 69 6565 60 64 62 2001 2003 The Danish Pharmaceutical Library Survey 2001 – red Survey 2003 - green

17. The Danish University of Pharmaceutical SciencesNVBF Reykjavik June 2004Alice Nørhede/Copyright 2004 2003 Reactions to… –Alarm among library staff –Writings in Internal Journal –Presentation to University Board

18. The Danish University of Pharmaceutical SciencesNVBF Reykjavik June 2004Alice Nørhede/Copyright 2004 Identify problems - satisfaction,4,3,2,10,0 100 90 80 70 60 50 Library environment Technical facilities Other services Elektronic resources Materials Human resources Impact on satisfaction 2003

19. The Danish University of Pharmaceutical SciencesNVBF Reykjavik June 2004Alice Nørhede/Copyright 2004 Identify problems - loyalty,3,2,10,0 100 90 80 70 60 50 Library environment Technical facilities Other services Elektronic resources Printed materials Human resources Index Impact on loyalty 2003

20. The Danish University of Pharmaceutical SciencesNVBF Reykjavik June 2004Alice Nørhede/Copyright 2004 Problems - printed materials,20,18,16,14,12,10,08,06,04 100 90 80 70 60 50 Relative importance - materials 2003 Indeks Easy to find materials Requested materials arrives quickly Suitable borrowing times Easy to reborro w Easy to make reservations Easy to borrow Good in obtaining materials Materials at shelves Collection of periodical sufficient Collection of books sufficient Easy to return books

21. The Danish University of Pharmaceutical SciencesNVBF Reykjavik June 2004Alice Nørhede/Copyright 2004 Problems – electronic resources,3,2,10,0 100 90 80 70 60 50 Index FARM easy to use Info about use of electronic resources easy to understand Bibliotek.dk easy to use Adequate in my fields of interest Bibliotek.dk good facility Home page relevant info Access dfuni.dk effective Home page easy to navigate Relative importance of electronic resources 2003

22. The Danish University of Pharmaceutical SciencesNVBF Reykjavik June 2004Alice Nørhede/Copyright 2004 Remote access and FARM 2003 Question: ” It is important to have access to the electronic resources of the library from home” Students: 120 out of 136 had marked 5, 6 or 7 Question: ” The library’s catalogue FARM is easy to use” Students: 18 out of 136 did not answer, 25 marked 1-4, 93 marked 5-7 Faculty: 23 out of 68 did not answer, 15 marked 1-4, 29 marked 5-7

23. The Danish University of Pharmaceutical SciencesNVBF Reykjavik June 2004Alice Nørhede/Copyright 2004 Opening hours - students Survey 2001 4,3 62 students out of 134 answered 1-4, 67 answered 5-7 Survey 2003 5,0 40 students out of 136 answered 1-4, 96 answered 5-7

24. The Danish University of Pharmaceutical SciencesNVBF Reykjavik June 2004Alice Nørhede/Copyright 2004 Do they use the library and the resources? (2003) ” How many times did you use E-resources from your work place at DUPS within the last month?” Faculty: 54 out of 68 used it more than 10 times ”How often do you visit the library” Students: 55 out of 136 one or more times a week, 61 once every 2nd or 3rd week – researchers: 54 used it more than once a month When they go to the library, students borrow printed materials (106), use e-resources (120), are reading (81) – researchers borrow printed materials (54)

25. The Danish University of Pharmaceutical SciencesNVBF Reykjavik June 2004Alice Nørhede/Copyright 2004 Benchmarking 2003 Dan.National Lib.Med.Sci.State LibraryRoyal Lib. Ålborg Uni.Lib..Dan.Pharm.Lib.Architecture Lib. Public library, OPublic Music Lib.Public Lib. S Electronic resources Printed materials Technical facilities User loyalty User satisfaction User value Human resources Library environment

26. The Danish University of Pharmaceutical SciencesNVBF Reykjavik June 2004Alice Nørhede/Copyright 2004 Actions 2003 More resources and better presentation of area “electronic resources” Better information to faculty and students about services that facilitates quick access to materials from other libraries Improvements of web site in clarity and usability Working for better reading facilities and more space Individualised services

27. The Danish University of Pharmaceutical SciencesNVBF Reykjavik June 2004Alice Nørhede/Copyright 2004 Comments in surveys 2001 Many comments and advices 152 expressed opions about what they liked best in the library - 0ver 100 had other comments and good advices, 28 positive statements about the staff. Many negative comments about both printed and electronic materials 2003 Many comments and advices 160 users had comments on the question “What do you think is the best thing about the library? 46 were positive statements about the human side of library service. 28 were positive about the electronic journals. Quite many made positive comments about the new opening hours and electronic resources such as specific databases. 32 users pointed out that the nice atmosphere and the reading facilities are a comfort to them 52 had comments and good advices – concentrating on more electronic resources (researchers), a reading room and more pc’s (students)

28. The Danish University of Pharmaceutical SciencesNVBF Reykjavik June 2004Alice Nørhede/Copyright 2004 Conclusions User surveys are useful Surveys are necessary if library wants to create useful services in a digital environment Library must react to problems Strategy was right All obstacles cannot be moved by library alone

29. The Danish University of Pharmaceutical SciencesNVBF Reykjavik June 2004Alice Nørhede/Copyright 2004 CONTACT The Danish Pharmaceutical Library Universitetsparken 2, DK-2100 Copenhagen Denmark Alice Nørhede E-mail: aln@dfuni.dk http://www.dfuni.dk/bibliotek