Consent to Participate
*1. Thank you for agreeing to participate in Library User Satisfaction Survey for
Reference Services. The goal of this survey is to help the University Library assess your
needs and improve library service quality. This survey was designed by the Reference
Services Committee of the University Library.
There are no risks associated with participation in this study and participation in this study
is voluntary. Your decision to participate, decline, or withdraw from participation will have
no effect on your grades at, status at, or future relations with the University of Illinois. You
may refuse to participate or discontinue participation at any time. You may complete the
survey as many times as you wish related to your interactions with reference services at
the Library.
At the end of the survey you will be offered the opportunity to enter your name in a
drawing for an I­Pad Air 2 or one of two $50.00 gift certificates at the Illini Union Bookstore.
To be eligible for the drawing, you must complete the survey in a reasonable manner. Your
name will only be entered once should you choose to participate in the prize drawing.
Winners of the prizes will be notified no later than December 15, 2014.
Any and all information we receive will be kept strictly confidential and will only be seen by
authorized members of the University Library. Data gathered from the survey will be
summarized in aggregate, excluding all personally identifiable unique identifiers, but will
contain demographic information such as age, discipline, and status. You are welcome to
contact the Library (Lynne Rudasill, Chair of the Library Reference Services Committee,
rudasill@illinois.edu, 217­265­6879) at any time if you have questions concerning this
survey. If you have any questions about your rights as a participant in this study or any
concerns or complaints, please contact the University of Illinois Institutional Review Board
at 217­333­2670 (collect calls will be accepted if you identify yourself as a research
participant) or via email at irb@illinois.edu..
Thank you again. By entering the survey site you are acknowledging:
I am 18 years of age or older. I have read and understand the above consent information
and voluntarily agree to participate in this research study.
ENTER THE SURVEY
j I agree
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First, some general demographic information about you.
2. Please indicate your UIUC affiliation:
j Undergraduate Student
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j Graduate Student
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j Faculty
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j Staff
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j Outside UIUC/non­affiliate
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Other (please specify) 3. If you are a student, your general classification is:
j Freshman
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j Sophomore
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j Junior
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j Senior
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j Masters program
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j PhD program
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Other (please specify) 4. My department/major is:
5. How often do you use library research services?
j This is my first time
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j Once a semester
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j Once a month
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j Once a week
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j More than once a week
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6. I asked my initial question:
j Online (chat)
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j Email
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j Phone
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j In a library
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If you started out in a library, which one? User Satisfaction
7. Which of the following most closely matches the type of question you asked today:
j Directional/Hours
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j Library policies
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j Technical issue with library hardware (printers, scanners, etc.)
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j Finding specific items (book, full text of an article, etc.)
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j Quick fact lookup (how many, how much, etc.)
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j Research Assistance (e.g. finding materials related to a topic)
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j Data assistance (locating or manipulating a large dataset)
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j Other
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(If you answered "other" please specify) 8. What other types of questions would you like the library to be able to help you answer?
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6 9. I was satisfied with the customer service (friendliness, attitude, etc.) I received today.
j Strongly Disagree
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j Disagree
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j Neutral
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j Agree
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j Strongly Agree
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10. What contributed to your choice of this level of satisfaction?
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6 11. My question was answered:
j Completely and accurately
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j Completely but not accurately
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j Accurately but not completely
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j Neither completely nor accurately
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How did the way in which your question was answered meet your expectations? 5
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12. My question was answered in the amount of time I expected:
j Strongly Disagree
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j Disagree
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j Neutral
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j Agree
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j Strongly Agree
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13. What were your expectations for timeliness?
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6 14. The librarian (check any that apply):
c Demonstrated a good understanding of my question
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c Clearly explained what I needed to know in order to continue research on my own
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c Had the knowledge to answer my question
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c Led me to another librarian or library with specialized knowledge of my research topic
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15. What could have made the interaction a more satisfying experience?
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6 16. THANK YOU for helping us improve the services from your library!
If you would like to enter your name in our drawing for one of the prizes ­ one I­Pad Air 2
notebook or one of two $50.00 gift cards at the Illini Union Bookstore ­ please enter your
name and email address below. This information will not be associated with your
responses in any way.
*Please note that you may participate in the online survey as many times as you wish, but
only one entry in your name will be allowed for the drawing. If you are a member of the
UIIUC community, please use your @illinois email address.
Library employees and their families are not eligible for prizes.
Name
Email address