CalPoly

Fall Quarter 2008 Service Improvement Survey

We conducted a Library Service Improvement Survey during the fall quarter, to help us understand user preferences about some of our services. We had a total of 474 responses, an excellent response rate for a survey of this kind. All but 7% were students, and 62% of all respondents were juniors, seniors, or grad students.

Here’s what we learned...

Sustainable Printing is Preferred

Results

81% of respondents said we should change the default print settings to “black, two-sided” with color and single-sided printing available as an option when needed. Many comments stressed the need for good notices about the change, as well as clear instructions on how to change the default to color or single-sided when needed. » See all results for Printing Preferences.

What we’re doing

Sustainability wins the day! The Library will be changing the default print settings to “black, two-sided.” Signs will be provided to alert users to the change when it happens, and help users find other print options as needed.

Two Hour Laptop Check Out is OK

Results

80% of respondents like the two-hour limit on laptop checkout. The remaining votes were split between users who wanted longer or shorter checkout times. So we know two hours isn’t ideal for everyone. » See all results for Laptop Checkout Time Periods

What we’re doing

We’re keeping the two-hour limit for now. By the way, the Learning Commons will be getting new, replacement loaner laptops this spring. Battery life should improve!

Who Knew about ITS Laptops?

Results

Only 36% of respondents were aware that ITS Media Distribution Service (MDS) also loans laptops — and for longer periods, although they require faculty approval. Still, more information about this service would be helpful. » See all results for ITS Laptop Awareness

What we're doing

We now provide information at the Learning Commons Desk and web site about the MDS loaner laptop program.

Mix it up (Scheduling Collaboration Rooms)

Results

Only 12% of respondents thought we shouldn’t schedule the Collaboration Rooms in the Learning Commons. A resounding 86% said yes, they should be scheduled; and most respondents (84%) thought a mix of unscheduled (first come, first served) and scheduled rooms was ideal. » See all results for Scheduling Collaboration Rooms

What we're doing

We’re in the process of setting up a scheduling experiment in spring quarter for the 2nd floor collaboration rooms in the Learning Commons. All other group study rooms will remain first come, first served.

Online Self-Scheduling is Preferred

Results

Over 71% of respondents said they’d prefer a self-scheduling option for the collaboration rooms, with 56% preferring online self-scheduling. Oh, and the preferred length of time for scheduling? 137 minutes – somewhere between two and three hours. » See all results for Collaboration Rom Scheduling Preferences

What we're doing

We’re working out a scheduling solution that allows online schedule requests. We hope to have it available in spring quarter. We’ve decided to allow the rooms to be scheduled up to three hours. Same day reservations won’t be possible, but open rooms can be used on a first-come, first-served basis.

PolyConnect Lab Hours on Fridays

Results

Maybe it’s the way we asked the question, but 76% of respondents said there’s no need to keep the PolyConnect Lab open later than 5 pm on Fridays. On the other hand, 20% said “Yes!” we should be open later on Fridays. » See all results for PolyConnect Lab Hours

What we're doing

Beginning March 6, we’re planning to keep the PolyConnect Lab open till 2am on both Fridays and Saturdays (see next question). This means the Library will have space open until 2am, 7 days a week: no need to remember special hours. Even if many students don’t need it, we think one out of five students is a lot of people we could help out.

Saturday Hours

Results

Many respondents would like the library to stay open later on Saturdays — 59% in this survey. On the other hand, 36% preferred that the library keep the current 10 am opening on Saturdays. » See all results for Saturday Hours

What we're doing

For now we’re going to keep our 10 am opening on Saturdays. But (see question above) we’re also going to expand the evening Saturday hours of the PolyConnect Lab beginning March 6, to 2 am. We want to see if that helps students who need a computer and printer as well as a place to study when the main Library is closed on weekends. If so, may be a better (and less expensive) option than keeping the whole Library open later.

Background Music

Results

"Tough call" said one respondent, and we agree: while 71% of respondents said low background music or occasional live music in the “café corner” would be fine, a full 28% said “no way.” » See all results for Music at the Library

What we're doing

We’re going to go slow on this. We already know that sound (noise) is an issue that needs attention. We already have occasional events going on in the café corner and we don’t want to overdo it. But this summer we’re planning to do some work to help manage the acoustics better. After we’ve made these improvements it may be possible to experiment with occasional background and/or live music too.

Who won the iPod Touch?

Dale Kohler, Directory of Information Technology for the Library presented Animal Science senior Steven Chen with his winning iPod in January 2009.

There’s more!

If you like data, we have the full survey results available here, including all comments. We read every single one of them and look for actionable items. Some items are not actionable yet (“better air conditioning!”) but we take note and some day, who knows? Thanks to all of you for your interest and especially to all the survey respondents for taking the time to let us know what you think.

And keep those comments coming.