Winter Quarter 2009 Interlibrary Services Survey

Winter Quarter 2009 Interlibrary Services Survey

In Winter 2009 the Library conducted a survey of over 800 current users of its interlibrary services (ILS). We had over 130 responses (16% response rate). We're already using the results, summarized below, to improve our services.

Service quality is (mostly) great

Results:

Most of our users find the overall quality of ILS services to be excellent (39%) or good (47%). Many users commented on the high level of service and expert help they get from ILS staff:

"The staff and the system of acquiring outside materials is exceptional."

"The library's web services made senior project research a breeze!"

"You guys rock. I could not function professionally without your high quality ILL service."

On the other hand, some users commented that student assistants and other library staff are not well-informed about ILS.

What we're doing:

Thank you for your vote of confidence! We are glad so many of you have an excellent experience working with ILS staff. This summer we're developing a comprehensive student training program that we hope will increase awareness of ILS services among all our student assistants (and other staff).

Self-service borrowing is fast and reliable

Results:

Users are especially satisfied with Link+, a fast self-service interlibrary borrowing system where Cal Poly users can request books from the network of Link+ libraries, with over 7 million volumes.

"Getting books from Link+ is very easy; I love it."

"I am constantly needing resources through Link+ and ILL at Kennedy, both for my teaching resources in the classroom and for my research. You are a blessing for my students and for me personally."

What we're doing:

We're looking at ways to make it easier to navigate between Link+ requests and other Library services and catalogs. We're also investigating Link+-type systems for requesting electronic copies of articles from other libraries. Stay tuned — we hope to begin a pilot self-service article request service later this academic year.

Need to make more people aware of ILS

Results:

Although the survey only went to active users of ILS, a number of respondents commented that they wish they'd known about ILS earlier in their stay at Cal Poly, and felt that far too many colleagues or students are unaware of ILS services.

"I have been surprised recently that many of the faculty and staff I interact with are not aware of this service."

"Need to have something to help all students how to use the service. I did not learn how to use until my senior project. Would have been useful if I knew about it earlier."

What we're doing:

We are introducing Link+ to incoming students through our SOAR marketing materials. We'll be adding signs for Interlibrary Services to our front desk. We are planning a brochure targeting new faculty to make sure they are fully aware of the service. We also plan to create a Link+ YouTube tutorial and other marketing materials to reach undergraduate students.

Improve collections

Results:

While ILS provides a valued and effective service, obtaining resources not owned by Cal Poly, it is not a fully satisfactory substitute for deeper and broader collections.

"Somehow Cal Poly simply has to improve online availability of journals so we don't have to depend on interlibrary loan. All of my colleagues agree. I can't figure why this is not a top priority for resources."

"A strong library is a fundamental necessity for any true university. In tough budget years we still need to invest vigorously in our library resources because we ALL benefit. It's like having a good highway system that we all use and all need."

"Immediate access is the norm for most universities."

Because users lack direct access to online articles that Cal Poly doesn't own, a surprising number of respondents reported purchasing copies from publishers (18%) or seeking a colleague's help to send them a needed article (54%).

What we're doing:

In a challenging economic climate, we're doing what we can to retain access to electronic journals wherever possible. We regularly monitor interlibrary borrowing from journals to see if there are journals we should purchase for local access. The high cost of some journals means that it may still be (much) cheaper to purchase or borrow articles 'just in time' rather than subscribing 'just in case.'

As part of our library assessment program, we plan to do a comprehensive assessment of Cal Poly library collections in spring 2010. This should provide us with good data to understand this issue and share our needs with the campus.

Journal Information

Results:

Library users interact with a number of different web interfaces when they are looking for journal articles at Cal Poly. When different interfaces are not connected to each other, or give different results, they are understandably confused. One frustrating result is that a significant number of users never realize we have the articles they want. Instead they submit interlibrary loan requests, which means a delay in getting the material.

What we're doing:

Survey respondents gave us several suggestions for helping library users find their way to the most complete journals information. We are reviewing how these systems are linked together and will make changes to our web pages that we hope will help you save time and navigate more easily.

More information

ILS Program Review:

This survey was part of a comprehensive review of the Library's ILS program. For more information contact Anna K. Gold, University Librarian, or Janice Stone, Head of the Interlibrary Services.