LibQUAL+ 2012 Survey At A Glance
This document is intended to be a quick look at some of the highlights of the LibQUAL+ 2012 survey for
WCU. We encourage you to look at the entire results package for more detail on the results included.
Reading the Results
Core Questions Summary
LibQUAL+ measures perceptions of library services against reported wants and needs. Results of the
bulk of the questions are reported in a radar chart. LibQUAL+ gives the following explanation of how to
read a radar chart.
Radar Charts in Pictures:
The chart shows the minimum level of service, the desired
level of service, and the perceived current service level.
The blue here represents how “good” we’re doing, and the
yellow represents “where we can improve.”
Where the library exceeds the desired service level, the
excess is shown in green. Likewise, where the library falls below minimum expectations, the graph
shows a red area. The detailed data that the graphs represent are in the complete LibQUAL+ report.
93
LibQUAL+ 2012 Survey At A Glance
Key to Questions:
Affect of Service (AS)
AS#1
Employees who instill confidence in users
AS#2
Giving users individual attention
AS#3
Employees who are consistently courteous
AS#4
Readiness to respond to users' questions
AS#5
Employees who have the knowledge to answer user questions
AS#6
Employees who deal with users in a caring fashion
AS#7
Employees who understand the needs of their users
AS#8
Willingness to help users
AS#9
Dependability in handling users' service problems
Information Control (IC)
IC#1
Making electronic resources accessible from my home or office
IC#2
A library Web site enabling me to locate information on my own
IC#3
The printed library materials I need for my work
IC#4
The electronic information resources I need
IC#5
Modern equipment that lets me easily access needed information
IC#6
Easy#to#use access tools that allow me to find things on my own
IC#7
Making information easily accessible for independent use
IC#8
Print and/or electronic journal collections I require for my work
Library as Place (LP)
LP#1
Library space that inspires study and learning
LP#2
Quiet space for individual activities
LP#3
A comfortable and inviting location
LP#4
A getaway for study, learning, or research
LP#5
Community space for group learning and group study
94
LibQUAL+ 2012 Survey At A Glance
Summary of Library as Place Results:
All Respondents:
Undergraduates:
Graduates:
Faculty:
96
LibQUAL+ 2012 Survey At A Glance
Radar Charts of Library as Place Results:
All Respondents:
Graduate Students:
Undergraduate Students:
Faculty:
97
LibQUAL+ 2012 Survey At A Glance
LibQual 2012 comments about Library Facilities
1. I think more private rooms would be beneficial.
2. The art is great, but distracting... I have difficulty studying in a library study room due
to the distracting atmosphere, outside. How is that even plausible!?
3. More study rooms would be helpful. The computer lab downstairs is wonderful but
the software login takes a tremendous amount of time. The number of 'surfing'
computers upstairs should be increased and private study rooms upstairs added.
4. I really like the IT commons. I wish the computers would be kept cleaner, and fellow
students would be more respectful of the library setting and not talk on cell phones or
have arguments with their boyfriends.
5. The BIGGEST complaint I have is people meeting downstairs in the library and no
going into a study room. It's a quite area and if I'm being disrupted by two friends
chatting, someone on the phone, or a group talking, it makes me quite angry. There
needs to be someone to quite those people down or people need to be more aware
about being quite or taking the group study rooms over if only one person is in them.
6. I would like to see longer hours on Fri. and Sat. Since I have to work and commute, it is
harder for me (and other commuters)to use the library M"Thurs.
7. Would like for the library to resume a 24 hour availability again like it used to when I
was previously enrolled at WCU
8. Longer library hours on the weekday (1"2PM instead of 12PM).
9. I really enjoy the services the library provides, some nights I just wish it was open
later.
10. I believe more space is needed for personal study and group study. Some articles are
not on"line which makes it difficult so sometime may have to look at another piece of
information verses using that one particular article.
11. I am fairly satisfied with the library and its hours. I feel that the library is improving;
especially since the new technology commons has opened up.
12. Hunter library is wonderful! If only there was more funding! If only they could be open
24 hours! Most everyone I've interacted with at the library is super"friendly and
helpful.
98
LibQUAL+ 2012 Survey At A Glance
13. I have always been satisfied with the services I receive at HL, but the addition of the
Technology Commons really rounded off my desire for combined access to written and
electronic technologies in the same place. I love having the IT desk and staff available
for so many hours during the day.
14. I enjoy the quiet zone downstairs.
15. There is a really painful high frequency sound at the book sensors that makes me not
want to use the library because it gives me migraines.
16. I only use the library for study space. Not enough rooms for group study.
17. longer hours!! even just staying open 'til 1am would be great!
18. Parking is a major issue for someone like me who has a long commute (from
Cherokee). Also, it would be nice to have an attendant librarian downstairs for help,
rather than all upstairs. However, I must add that the workers at circulation and
reference are wonderfully helpful.
19. i like how well the computers work in hunter library and it is always a very clean,
comfortable and quiet environment each time i go there to read my textbooks.
20. More study rooms! There are only so many and they fill up fast.
21. The library staff are friendly and helpful! The facilities need improvement, I suppose.
More than anything I believe that our library needs a more thorough collection" one
that rivals more prestigious schools in the NC system. I think that could really bolster
WCU's ranking.
22. I absolutely love our library at WCU. The quiet area downstairs is perfect for settling
down and studying, and the technology commons is a great place to do work between
classes. As an commuting student, I frequent the library quite often, and am always
pleased with the experience.
23. it would be nice if it would be open later and more computers available for student
use.
24. More study tables, and comfortable chairs should be provided.
25. More cushy couches are always welcomed.
26. It would be wonderful, especially around finals, if students could reserve group work
rooms. Often times, classmates and I like to write papers together so we can bounce
ideas off each other, but it is always a challenge to get a group study room.
27. there are not enough computers in this place. for a school with 10,000+ students, 25
computers doesn't cut it. GET MORE COMPUTERS AND MORE PRINTERS. waiting in line
to use ONE PRINTER hardly makes sense...especially with all the money I have to pay
to attend WCU.
28. I personally think a new library is greatly needed. I work better in personal spaces
which are hard to find in the library. Yes there are personal desk available, but they are
all pushed together and are usually in the middle of everything else. More group
rooms would help to keep those who are loud and need to talk secluded. Also, the IT
area downstairs where the students work can get pretty loud at times.
29. I love the improvements that I've seen within the last year, however, I don't feel like
I'm in a private place when I enter the library, and I find that very important when it
comes to studying. I need to be able to forget that there are others in the building.
99
LibQUAL+ 2012 Survey At A Glance
30. Furniture needs updating.
31. It is a great place to go and study. Hard to find books, also not always quiet. Other
than that a great place to go to get work done.
32. The furniture is old and ratty, it would be nice to have comfortable, inviting seating.
The library at AB Tech should be visited by WCU. Rockers, bean bags, and papason
chairs along with individual rolling tables (refer to AB Tech) would make the library
more user friendly. I rarely sit in the library between classes because it is more
comfortable to study in the UC. More group study rooms would be great as well,
every time I need one, they are taken.
33. The wireless service for mobile devices has greatly improved over the last year. Having
remote access to the online databases is a huge benefit to being a student here. Ms.
Hallyburton, the nursing librarian, has been an amazing resource.
The "moving!viewing" rooms have a wonderful set up, as well, though I'm not sure
they are as well publicized as they could be to maximize their usage.
Having some sort of chalk/white board in each study room would be helpful.
Currently, some rooms have one while others do not.
34. There is one employee that I have found to be unfriendly. Also, for the computers
upstairs, the printers often do not work. I've asked circulation staff about it and there
doesn't seem to be any plan to fix the problem. Other than that, my only complaint is
that the ground floor is a designated quiet zone, especially in an academic library. A
library should not have to have designated areas to be quiet. Even toward the back,
patrons talk openly and freely, play music and other videos aloud on their computers,
etc. Then I get frustrated, pack my stuff, go downstairs to a study room to be away
from the noise of other patrons. Then it turns out that the group in the next study
room is disturbing, laughing and talking very loudly. These things prevent me from
using the library as often as I would like to.
35. better light. Better climate control! it is freezing or too hot. More PCs in 1st floor!!!
36. I noticed the new CD location and selection but it could be better organized. I am
short and can't reach/read the top shelf without standing on my toes. The labeling
does not have much information, I have to pick them first to see what the cd is. Color
coding could help, as well as better signs for the cd organization or separate the
shelves by category or something
37. Should not have to return to the library to drop off materials ! should provide secure
drop boxes in academic buildings
38. In general, I am quite pleased with the services provided by the library via the web site
and by the people who work in the library. The actual physical space, however, needs
some updating.
39. The computer area downstairs is extremely useful. There is a n abundance of space to
study and nice, comfortable chairs and couches to relax in. The only negatives I have
with the space are that sometimes, it's not very quiet in the library. It's difficult to
study when people are holding non!academic conversations (usually loudly) around
you. The staff is not generally nice but they aren't mean either.
100
LibQUAL+ 2012 Survey At A Glance
40. In my opinion, an important role of the library is to provide a quiet, secluded place to
go to work. When libraries had large areas of stacks of books this was naturally
provided. I hope this feature of libraries is not lost as libraries become more electronic.
41. Fix the printers! There is always something wrong. Faster and more computers will be
nice. Can you put those little tags on the bookshelves downstairs? The tags are only at
the ends, but not in between the bookshelves. The library could use some up to date
furniture and maybe a new floor. Alessia is great" she helps me all the t me. The
people that work at the desk by the elevator are also very helpful (with the printers :))
42. Ann Hallyburton is truly the best thing about my library experience as a faculty
member; she is my portal into most of my classroom and personal research needs and
makes my library experience much better every time I need to access anything. I have
also used the children's collection more now that my kids' research needs are growing
in elementary school, but have not been as impressed with the collection available for
their projects or interests (though the librarians have been helpful). The addition of
the new room next to Java City (where the media library was) has been a great
meeting space to connect with students. I'd like more spaces like that. I don't
always find the library "inviting".
43. I like the library a lot. It's good to see constant improvement to the dated location. As
a graduate student I find that access to electronic articles and research is my top
priority. I have found it difficult to find my topics, but I understand that not everyone
can be happy with so much information out there, but it has forced me to use ILL,
which is very slow at getting articles. I really enjoy spending time at the library, but I do
agree it needs a bit of an update.
44. i think the library services are top notch and provide a great place to study and
research
45. I love the new Tech Commons
46. I like how the library has more open spaces than a few years ago. I also think places
with low ceilings (sandbox) need to be fixed! it's very hot and claustrophobic in
there.
It would be nice if there could be another door on the opposite side of the library
(toward parking lot)
I do like that the media is now on first floor.
It would be nice to have a separate drop box for media.
47. Overall the library is fine. Could use a better interior !remodeling, it is like going back
to the past. Inter library services takes long, and email questions are answered in 2
weeks.
48. Need more updated technology and modern furniture. Staff does a wonderful job
given what they have to work with.
101
LibQUAL+ 2012 Survey At A Glance
All Respondents (Section 3, page 31, n = 382)
Core Questions Summary: All
Respondents
102
LibQUAL+ 2012 Survey At A Glance
Local Question Summary: All
Respondents
Core Questions Dimensions Summary: All
Respondents
103
LibQUAL+ 2012 Survey At A Glance
General Satisfaction Questions Summary: All
Respondents
Information Literacy Outcomes Questions Summary: All
Respondents
Undergraduate (Section 4, page 39, n = 220)
104
LibQUAL+ 2012 Survey At A Glance
Core Questions Summary:
Undergraduate
Local Question Summary:
Undergraduate
105
LibQUAL+ 2012 Survey At A Glance
Core Questions Dimensions Summary:
Undergraduate
General Satisfaction Questions Summary: Undergraduate
Information Literacy Outcomes Questions Summary: Undergraduate
106
LibQUAL+ 2012 Survey At A Glance
Graduate (Section 5, page 52, n = 38)
Core Questions Summary: Graduate
Local Question Summary: Graduate
107
LibQUAL+ 2012 Survey At A Glance
Core Questions Dimensions Summary: Graduate
General Satisfaction Questions Summary: Graduate
Information Literacy Outcomes Questions Summary: Graduate
108
LibQUAL+ 2012 Survey At A Glance
Faculty (Section 6, page 65, n = 91)
Core Questions Summary: Faculty
Local Question Summary: Faculty
109
LibQUAL+ 2012 Survey At A Glance
Core Questions Dimensions Summary: Faculty
General Satisfaction Questions Summary: Faculty
Information Literacy Outcomes Questions Summary: Faculty
110
LibQUAL+ 2012 Survey At A Glance
University Staff (Section 8, page 87, n = 25)
Core Questions Summary: University Staff
Local Question Summary: University Staff
111
LibQUAL+ 2012 Survey At A Glance
Core Questions Dimensions Summary: University Staff
General Satisfaction Questions Summary: University Staff
Information Literacy Outcomes Questions Summary: University
Staff
112