1. The library, e-library, and the librarian: some conclusions of the service quality survey at the National Library of Estonia in 2011 Kai Idarand, Senior Specialist, Surveys Training and Development Centre National Library of Estonia www.nlib.ee 26.10.2012 Bibliotheca Baltica

2. The user survey was conducted in the National Library of Estonia from October 3 to 15, 2011 - SERVQUAL two-dimensional gap model was used, the desired and the other of the current (perceived) level were compared - to evaluate quality indicators, the 7-point scale was applied, the lowest grade1 (unsatisfactory) and the highest 7 (excellent) Three dimensions of the library service quality were taken for evaluation: 1) physical library as place 2) information access to the e-library 3) affect of service – staff competence www.nlib.ee 26.10.2012 Bibliotheca Baltica

3. All users of the library services were welcome to participate - on paper or electronically on the web - in the Estonian, Russian and English languages - 14, 5 % of the active users returned the questionnaire - 2/3 of the people completed the online survey - different suggestions and comments in more than 700 questionnaires www.nlib.ee 26.10.2012 Bibliotheca Baltica

4. The main survey hypothesis set was proved – the library users` expectations were very high and the character of the demands was critical Some conclusions: 1.The users expressed their expectations towards faster, more comfortable and user friendly search tools, more complete databases and easier access to the e-documents 2.Contemporary libraries must develop the traditional services in harmony with the e- and digital library services 3.Respondents were generally the most satisfied with the effect of service www.nlib.ee 26.10.2012 Bibliotheca Baltica

5. The high evaluations of the library staff is not correlated with the way of using the library services www.nlib.ee 26.10.2012 Bibliotheca Baltica Only or mostly in the library building Only or mostly via the web All options in use Quick service5,765,475,74 Competence of the staff6,015,355,94 Politeness and compliance of the staff 6,035,826,01 Reliability of answering enquiries 5,975,736,00

6. The service effect was most highly evaluated by all the library`s target groups www.nlib.ee 26.10.2012 Bibliotheca Baltica

7. The professional skills and qualities of the library staff are the determinate factors of importance for a complex search www.nlib.ee 26.10.2012 Bibliotheca Baltica As the possibilities of information search are increased at the digital library and on the web, the problem of quicker, more reliable and complete search results has risen A paradox

8. What are the most common features of the target group of researchers? www.nlib.ee 26.10.2012 Bibliotheca Baltica independence a constant and demanding need for information library as their „second home“ highly evaluated electronic services They are still one of the most frequent visitors of the library but the frequency has been decreased

9. www.nlib.ee 26.10.2012 Bibliotheca Baltica Wonderful, but might be even bigger! (university teacher, social sciences) The researchers are the eagerest users of the electronic library services

10. www.nlib.ee 26.10.2012 Bibliotheca Baltica „most are nice people, very patient and helpful” (researcher, the humanities) “the working environment and service quality are very good, especially the competence of the staff – this helps to save a lot of valuable time” (an editor, PhD student, the humanities)

11. The biggest gap found in the physical environment indicators: www.nlib.ee 26.10.2012 Bibliotheca Baltica The National Library of Estonia the opening hours to be more convenient the working environment to improve and become more comfortable silence and privacy are very important cosy resting areas and better coffee

12. The researchers expect the library to offer the best choice and availability of professional literature www.nlib.ee 26.10.2012 Bibliotheca Baltica

13. one of the favourite e-services among the researchers - the possibilities of ID-card which include reader registration, logging into the library´s federated search portal, the digital archive DIGAR and the e-catalogue ESTER, copying and scanning services etc www.nlib.ee 26.10.2012 Bibliotheca Baltica

14. www.nlib.ee 26.10.2012 Bibliotheca Baltica http://portaal.nlib.ee/V?func=meta-1&new_lng=eng

15. www.nlib.ee 24.05.2012 QQML 2012, Limerick Measurement is an important and inevitable instrument in the evaluation process but is not an end in itself as the gained data have to be used for the improvement of library services The National Library of Estonia Thank you!