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User Opinions of Library Service Quality
图书馆服务质量的用户意见
4/9/2015
1
Sharing framework 分享框架
What is LibQUAL + survey
什么是
LibQUAL+调查
 Objectives 目的
 Summary of results 结果总结
 Comparison with other libraries 和其他图书
馆相比
 Comments and trends 评论与未来趋势
 What’s next?
对将要做的事情达成一致

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What is LIBQUAL+
什么是LIBQUAL+

Standardised online survey which measures
user perceptions of service adequacy through
nominated questions in three topic areas:
通过在以下3个方面提出的问题,调查了用户对
服务的满意程度的标准化网上调查:
• Library as place = facilities & equipment
图书馆场所= 设施与设备
• Information control = resources & access
信息控制=资源和访问
• Aspects of service = staffing & policy
各方面服务=人员配备和政策
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What is LIBQUAL+
什么是LIBQUAL+
22 standard questions: 5 optional questions
22个标准问题:5个选择性问题
 Opportunity for user to input free comments,
both + and –
向用户提供了自由评论的机会,有积极的也
有消极的
 Surveys processed in the US: reports and
comments made available to us for
downloading and analysis from
www.libqual.org
调查在美国处理:通过从www.libqual.org网站上
下载和分析,我们可得到相关报告和评论

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Theoretical basis 理论基础
Tested over 8 years and around the world
在全世界范围内测试超过8年
 Details available at www.libqual.org
详细信息: www.libqual.org

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Theoretical basis 理论基础


Asks preferred level of service, the minimal acceptable
level and an assessment of how the user thinks we are
doing
询问用户所希望获得的服务水准,最低可承受水准以及
用户对于现在服务水准的评估
User comments can be analysed using various software
or by massaging the Excel data to identify what works
and what doesn’t in regard to services and who is
concerned about which issues
用户评论可以通过各种软件来进行分析或者通过传递
Excel数据以确认对于服务来说哪种方式可行,哪种不可
行以及谁应该对什么样的问题负责
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Our LibQUAL+ Survey
我们的LibQUAL+调查
Opened Tuesday 30th September 2008
从2008年9月30日,星期二开始
 Closed Thursday 30th October 2008
到2008年10月30日,星期四结束
 Random samples of staff and students received
an invitation email from UL
随机抽取的工作人员和学生从UL处收到了邀请信

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Respondents by user group
Respondents by user group
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Our LibQUAL+ Survey
我们的LibQUAL+调查
Explanation and link also through Library
webpage inviting participation on News
site
解释和链接也是通过图书馆网页新闻版发出
邀请参与
 Towards the end of the survey period a
thank you/ reminder email was sent to staff
and graduate students and finally
undergrads
在接近调查期结束的时候,一封感谢信/提
醒信被送到了工作人员和研究学生那里,最
后也被送到了本科学生那里

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What did we get? 我们得到了什么?Who benefits? 谁是受益者?
Library





We now have structured data on which to act and to prioritise
actions from 4,600 returns with 21,490 sets of comments)
从4,600份回复中的21,490项评论中,我们获得了确定该采取什么样
的行动以及优先采取什么样行动的系统结构化数据
Can communicate user concerns to the NTU management and
user community based on identified areas and levels of
concern
根据既定的区域和关心度,可以将用户的意见与考虑与南洋理工大
学的管理层及用户团体进行沟通
Can identify where publicity/education is needed
可以确定哪些地方还需要进行宣传和教育
Can learn more about the segments of our user population
可以更好了解我们的用户群体阶层
Can benchmark externally and eventually compare
performance over time
可以设置外部参照点,并且随着时间推移来进行比较
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What did we get? 我们得到了什么?Who benefits? 谁是受益者?
Users
Provided their judgment and comments on a wide range of
library services
在图书馆服务的许多方面向图书馆提供他们的判断和评价
 Comments can also be related to:
评论也可以和以下几点有关:
 Aspects of service 服务方面
 Information control 信息控制
 Library as place 图书馆场所本身
 Library can be held accountable for actions to improve
concerns raised
图书馆有责任为提高用户关心的服务方面而行动
 Specific improvements can be tracked or reasons why certain
improvements cannot be made can be communicated to users
可以追踪具体的改善工作或者对于某些不能改善的图书馆服务向
用户进行解释

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Publicity 宣传方式






Through various channels 通过不同管道
Answered questions on the process (very few) 在过程
中回答问题(很少)
Library staff encouraged staff and students to complete
图书馆工作人员鼓励工作人员和学生去完成它
LPD encouraged on duty staff to promote LibQUAL+
during the 2008 E-resources Fair and provided laptops
图书馆推广部鼓励当值员工在2008年电子资源会上宣传
LibQUAL+
Advertising banner was up for most of the period on
the main web page except for a week during the
Museum launch
除了在博物馆开幕的一星期以外,广告牌一直显示在主
要网址。
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Prizes 奖品
Random potential prize recipients details
were sent back from the US (pool of up
to 50)
随机潜在奖品获得者的详细信息从美国
发回(从50人中选出)
 Great prizes as incentives
以好的奖品作为鼓励
 Prize presentation lunch on 15 January
2009
颁奖仪式午餐:2009年1月15日

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Contacts 联系方式
Dedicated email : [email protected]
专门的邮箱地址: [email protected]
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Responses 反应



4,163 responses 4,163份回答
3,316 undergraduate (mainly 2nd & 4th year - 955 &
983) – business under represented, science / maths &
humanities over represented; 72% 22 years old or
under – males slightly over represented
3,316位本科生(主要是大二和大四学生 – 955 & 983人)商科代表不足,科学/数学和人文学代表过多;72% 22岁
或22岁以下 - 男性代表稍多
743 graduates – business under represented,
mechanical & electrical engineering over represented
74% 30 years old or under
743位研究生 - 商科代表不足,机械和电气工程代表过
多,74%是30岁或30岁以下
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Responses 反应


380 staff (175 faculty, 205 research & other) – 55% & 79%
45 years old or under – ADM & mechanical engineering
over represented
380位工作人员(175位教职工,205位研究员&其他)55%&79% 45岁或45岁以下-艺术传媒学院和机械工程代表
过多
Library staff excluded
不包括图书馆工作人员
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Immediate Outcomes 即时结果



95 page report on Team site in LibQUAL folder under
Library Statistical Reports
在图书馆统计报告下,LibQUAL中的95页对于团队网
址的报告
Recent JULAC,ARL,CARL notebooks also there
近期大学图书馆联合咨询委员会,美国研究图书馆协
会,加拿大研究图书馆协会笔记本 都可得到
Access to an Analytics function where all results from
other participants over multiple years can be
analysed by category of user and discipline and
radar and thermometer charts and graphs produced
进入分析功能,这其中可以根据用户的类别及学科以
及产生的雷达和度计图表来对所有来自其他参与者多
年来的结果进行分析
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Immediate Outcomes 即时结果
Comments downloadable in Excel and Text
format, also now on Team site: subject
librarians have sorted selection relevant to
them
评论可以以Excel或者Text的形式下载,现在也
放入团队网址中:学科图书馆员已经对相关信息
进行了分类筛选
 Executive summary circulated & will go on
Team site
行政总结传播流通着并且要放入团队网址中
 Can do more customized analyses of these if
required
按照需求可以做更多这方面具体定制化的分析

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Medium term outcomes 中期结果
Analysis by discipline and user category
按照学科和用户类别进行分析
 Comments,analysis, compliments, complaints and
suggestions
评论,分析,赞扬,抱怨和建议
 Proposal of responses to suggestions and complaints
对于如何应对建议和抱怨进行提议
 Feedback for website and blogs
网址和部落阁的反响
 Implementation of improvements
实施改善措施
 Final report back on actions taken
对于采取的行动进行最终报告
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
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Understanding radar charts – not happy, a little
bit happy 理解雷达图-不高兴,有一点高兴
Only happy with community space
for groups (Utorengug)
只对小组团体空间感到高兴( )
4/9/2015
Service ok, resources not, spaces for
groups generous, information
control poor (Ucriversidefac) 服务不
错,资源不好,小组空间很好,信息控
制很差()
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OK but a way to go yet ( 2 versions)
不错,但仍有路要走(2个版本)
UQ undergraduates
昆士兰大学本科生
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Georgia Tech
undergraduates 佐治亚理
工本科生
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Far to go – not so far
还有长的路要走-没有那么远
Wuhan undergraduates
武汉大学本科生
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HKUST graduates
香港理工大学研究生
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NTU Library 南洋理工大学图书馆
NTU undergrads
南洋理工大学本科生
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NTU faculty 南洋理工大学
教职工
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NTU graduate students 南洋理
工大学研究生
4/9/2015

Not unlike undergraduates
与本科生不同

Slightly less concerned with
facilities, although 27% still go to
a physical library daily
对设备的关心稍少,尽管仍有27%
的人每天都去图书馆

Slightly more concerned with
information control
对于信息控制关心稍多

Rate overall service levels higher
(6.94) than either undergraduates
or faculty (6.68/6.69) do
对整体服务水平评价比本科生和
教职工(6.68/6.69) 都较高(6.94)
25
Alternative thermometer chart (NTU engineering
undergraduates) 另外的温度计图表(南洋理工大学工程系本
科生)
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Summary Results (1) 总结结果

Overall perceived NTU performance rating (6.74) exceeds JULAC
(6.65), Japan (6.24) and Wuhan (6.17) but is considerably below
CARL (7.10) and ARL (7.19)
南洋理工大学的整体表现评分高于大学图书馆联合咨询委员会
(6.65), 日本(6.24)和武汉(6.17),但是比加拿大研究图书馆协会
(7.10)和美国研究图书馆协会(7.19)要低

In 2007/8 overall gap for improvement is actually larger for ARL (0.97) and CARL (-0.93) than NTU (-0.83) and JULAC (-0.82), larger
again in Japan (-1.43) and largest for Wuhan (-1.84)
在2007/8年整体改善差距美国研究图书馆协会(-0.97)和加拿大
研究图书馆协会(-0.93)都要比南洋理工大学(-0.83)和大学图书
馆联合咨询委员会(-0.82)要大,日本(-1.43)更大些,武汉最大
(-1.84)
27
Summary Results (1) 总结结果
Smallest recent gap? An exceptional library?
近期最小差距? 一个优秀的图书馆?
 Of a list of 30 major international research libraries so undertook
NTU came in 8th best of the 30 in terms of the gap between current
performance and desired performance

在30所参与的主要国际研究型图书馆中,南洋理工大学在现有表现
和理想表现的差距评比中排名第8
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Results (2) 结果 (2)

NTU users ask for greater improvement in
Library as Place (-1.18) than JULAC (-0.97) or
ARL (-1.02) but still less than CARL (-1.22) &
SCONUL( -1.40)

NTU users (-0.86) asked for less improvement in
Information Control than JULAC (-0.88),CARL (1.12),ARL (-1.15) or SCONUL (- 1.20) – Good
for us?

NTU users (-0.60) asked for less improvement in
Affect of Service than JULAC (-0.67),CARL (0.69),ARL (-0.74) or SCONUL (-0.78) – Good for
us?
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NO SURPRISES – 没有惊奇
Where are we: 我们的位置
a. Most beyond minimum expectations?
大多超过了最低预期
Where are we: 我们的位置
b. Closest to minimum expectations?
最接近最低预期
a.
4/9/2015
Answers: 答案:
Staff / service 员工/服务
b. Facilities设备
30
NTU Users 南洋理工大学用户
Most satisfied with service aspects
对服务方面最满意
 Least satisfied with facilities
对设备最不满意
 Facilities the only area with below minimum
expectations recorded
在所有记录中,设备方面是唯一低于最低预期的
 Want quiet and inspiration
希望安静和灵感

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NTU Users 南洋理工大学用户



Even faculty want a “get away” for research
即便是教职人员也想暂时从研究中脱身
Faculty want knowledgeable staff who understand
their needs
教职人员想要了解他们需求的知识丰富的工作人员
Faculty and graduate students want better
information control
较之人员和研究生希望有更好的信息控制
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How do we rate with our user categories? Performance
ratings 我们是怎样给我们的用户分类评分的 ?表现评分
1. Graduate students (6.94)
研究生(6.94)
 2.
Staff other than faculty (6.73)
除教职员工外的工作人员(6.73)
 3.
Undergraduate students (6.69)
本科生(6.69)
 4.
Faculty (6.68)
教职员工(6.68)
What services rate highest? And lowest?
哪项服务评分最高?哪项最低?

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Top and bottom 5 – our best & worst points 最好和最差5点
-我们最好&最差的点
Employees who instill confidence in users
向用户灌输信心的雇员
Employees who deal with users in a caring fashion
以关心的方式来和用户交流的雇员
Teaching me to find library resources myself
教导我如何自己搜索图书馆资源
Willingness to help users
愿意帮助用户
Employees who are consistently courteous
一直都礼貌待人的雇员
0.87
AS-1
0.85
AS-6
0.83
Local-1
0.82
AS-8
0.79
AS-3
Ready access to computers/internet/software0.5 Local-4
The main text and readings I need for my work
0.41 Local-5
Community space for group learning and group
0.28
study
LP-5
Library space that inspires study and learning0.18 LP-1
Quiet space for individual activities
0.03 LP-2
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NTU user needs –what is most important to them?
南洋理工大学用户需求-什么对他们是最重要的
Making electronic resources accessible from my home or office
Library space that inspires study and learning
The main texts and readings I need for my work
Quiet space for individual activities
Print and/or electronic journal collections I require for my work
The electronic information resources I need
A comfortable and inviting location
Easy-to-use access tools that allow me to find things on my own
Making information easily accessible for independent use
A library Web site enabling me to locate information on my own
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7.9
7.9
7.9
7.8
7.8
7.8
7.8
7.8
7.8
7.7
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How did users rate overall, service, information,
facilities? 用户对于整体怎样评分,服务,信
息,设备?
7.53
7.6
7.36
7.4
7.36
7.2
7.11
7.05
6.97
7
6.8
7.07
6.9
Series1
6.74
Series2
6.72
6.69
6.65
6.65
6.59
6.6
6.52
Series3
Series4
6.51
6.4
6.2
6
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N TU
ARL
CARL
JULAC
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Largest gaps 最大的差距
•
•
•
•
•
Library space that inspires study and learning
图书馆空 间激励 研究和学习
Quiet space for individual activities
独立学习的安静空间
Community space for group learning and group study
小组学习和研究的团体空间
Making electronic resources accessible from my home or office
在家或办公室里可以访问电子资源
A comfortable and inviting location
一个舒适诱人的位置
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Largest gaps 最大的差距
• Library Web site enabling me to locate information on my own
图书馆网址使得我自己可以定位所需信息
• The main text and readings I need for my work
工作上所需的主要文本和读物
• A getaway for study, learning, or research
一个学习,研究的通道
• Ready access to computers/internet/software
便捷访问电脑/网络/软件
• The electronic information resources I need
我需要的电子信息资源
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Daily, weekly, monthly, quarterly
每日,每星期,每月,每季度
90
80
74
81
80
70
70
60
60
50
42
47 47
50
39
40
40
33
30
20
15
13
20
16
7 7
10
3
25
19
16
18
15
8
10
1
4
2
1 1 1
0
3 3 2
0
1
2
3
4
5
NTU User pattern: physical
visits, website,
Google南洋理工大学用户方式:实
际访问,网址,Google
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28
30
27
1
2
3
4
5
ARL User pattern: physical
visits, website, Google ARL用户
方式:实际访问,网址,Google
39
Comments analysis 评论分析
 Overall comments listing on Teamsite
整体评论在团队网址上列了出来
 HOLs have received pre-sorted segments relating to
their audience
HOLs 已经收到了分类前的和观众有关的部分
 Smaller libraries also have received pre-sorted
segments relating to their library as the most favoured
destination
作为最想送去的目的地,较小的图书馆也收到了分类前
的和他们图书馆相关的部分
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Comments 评论
2574 c/c/s = 25 years of LEAF feedback

723 compliments (33%)
723份赞扬(33%)

364 sets of complaints (17%)
364份投诉(17%)
440 individual complaints (17%)
440 份个人投诉(17%)

1101 sets of suggestions (50%)
1101 份建议(50%)
1411 individual suggestions (55%)
•
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1411份个人建议 (55%)
41
Snippets of compliments and almost
compliments 片断赞美和几乎全部赞美
..Excellent…..the best…such fun ….
..好极了…..最好的…很有趣 ….
awesome place to function.. ur a good bunch
棒极了适合工作的地方..呃,一个好的聚集地
..offer fascinating services… professionalism and kindness
totally compensate for not very spaciousness of
libraries…extremely good and world class….
..提供了吸引人的服务…专业性以及热心完全弥补了图书馆
的空间狭小…好极了,是世界级的…
PERFECT! 完美的!
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Snippets of compliments and almost
compliments 片断赞美和几乎全部赞美
If I can print on Sundays it will be perfect….
如果我能在星期天打印东西就完美了….
..(services) as good as those in public libraries…
与公共图书馆的服务同样好
Almost good but need improvement la!......... 还不错,但是
需要进一步改善啦…………
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What were they complaining about?
人们都在投诉什么?

Facilities complaints (44%), information resources (27%)
and services (29%)
设备投诉(44%),信息资源(27%)和服务(29%)
 Facilities major complaints: no space, no quiet
spaces, not enough not new/fast enough computers,
air freezing & lighting too dim, ear phones broken,
location inconvenient ambience dull
主要设备投诉:没有空间,没有安静空间,没有足够数
量,没有新的/快速的电脑,空气冻结&光线太暗,耳机
坏掉,位置不方便,环境枯燥
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What were they complaining about?
人们都在投诉什么?
 Information resources complaints: too little, too difficult to search/
access
信息资源投诉:可搜索/访问的资源太少,难度太大
 Service complaints: staff don’t patrol, loan policies too restrictive,
opening hours too short, not enough printing services, staff not
so friendly, not enough classes
服务投诉:工作人员不巡逻,借贷政策太保守,开放时间太短,打
印机服务缺乏,工作人员不友好,分类不够多
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45
Snippets of complaints..投诉片断
Books too old..I borrowed some about the same age as me!.. 书太旧
了..有些书跟我的年龄一样!.. Some elderly librarians a bit unfriendly..
一些年长的图书馆员不太友好..Some questions posed to staff lead
me on a merry go round and in the end back to square 1.. 一些向工
作人员提出的问题,只能让我来回奔波最后还是回到原点..Library PC
takes a long time to log in and is very quick to log out.. 图书馆电脑需
要花很长的时间登陆,而且很快就注销..too little QUIET space.. 安静
区太少..too air-conned… 空调太冷..e-resources function is kind
complicated.. 电子资源功能有点太复杂..the temperature is toooooo
low..温度太低..I need my resources in Chinese.. 我需要中文图书资
源..sometimes hard to find the interested book.. 有时很难找到有趣的
书..Lack of personal space where I can read with ease and spend
my time understanding the materials.. 缺少可以轻松阅读和理解材料
的个人阅读空间..Too noisy and no staff check or control it.. 太喧嚣,
没有工作人员检查和控制噪音..Staff generally efficient but quite
unfriendly. 工作人员通常很有效率但很不友好. Not much interaction
between staff and users.. 用户和工作人员的交流互动很少..NUS
opens Sundays and 24 hours during exams, why can’t NTU?新加坡
国立大学考试期间在星期日照常24小时开放,南洋理工大学图书馆为
什么不行
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46
Where were the suggestions?
Improving facilities and equipment (46%)
改善设施和设备(46%)
 Improving resources & access(27%)
改善资源和访问(27%)
 Improving services and policies (27%)
改善服务和政策(27%)
 Most as for complaints
更多的是投诉

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Where were the suggestions?




Most are complaints
更多的是投诉
Suggest quieter, better located, larger, better equipped facilities,
some with more amenities
建议更安静,位置更好,更大,设备更好,一些需要更方便的设备
Suggest more e-resources and more RBR books and an overall
better search capability for our access tools
建议更多的电子资源和更多的保存本书籍和整体上更强大搜索能力
的访问工具
Suggest more staff patrols, more liberal lending policy, more info lit
classes, longer hours, improved printing services
建议更多的工作人员巡逻,更多自由借书政策,更多信息分类,更
长开放时间,改善打印服务
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Snippets of suggestions 建议片断
Please try to communicate closely with faculty staff (especially subject
coordinators) to get the list of text and reference text books. 请试着多跟
教职人员交流沟通(尤其是学科协调员)以获得课本及参考书的列表。
Then update our shelves with them. 然后以这些书来更新我们的书架藏书.
Also, remove the very old text books…. 同 时 , 拿 走 那 些 很 老 的 课
本….Provide umbrella loan…. 提供全面借贷….A smile wouldn’t hurt
sometimes….. 一个微笑有时并不会伤害到人…..KINDLY HELP US TO
GET HOT AND COLD WATER IN EACH FLOOR……. 好心让我们在每
层楼都可以得到热水和冷水…….I want the library to highlight the search
and use of journals, magazines. 我希望图书馆突出期刊,杂志的搜索。
Teach us something about how to distinguish between trustworthy and
untrustworthy information…... 教导我们一些如何区分值得信赖信息和不
值得信赖信息的方法……Library should be more fun in the sense of
decoration, exhibitions, interesting reading materials etc.. 图书馆应该提
供在装饰,展览以及趣味读物等方面更加有趣的元素..
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Snippets of suggestions 建议片断
Other than as a study location, this should be a place we can relax and
enjoy staying as well……. 除了作为一个学习区,这里还应该是一个我们放
松和乐于停留的处所…….More single-user tables at the HSS library would
be lovely….. 人文与社会科学图书馆里能提供更多的用户单独书桌就更棒
了…..Sometimes, you just don‘t want to share a space with strangers!....
有时候,人们不想与陌生人分享同一处空间!....The library needs to fill in
more published books as indicated from the ILL request. 图书馆需要放入
更多图书馆内部借贷系统上要求了的出版书籍. Although those may be ten
or twenty years before, they are still very useful and classic for learning
and research….. 尽管这些书可能已经在10或20年前出版了,但是他们还
是进行学习和研究的很有用,很经典的书籍….. Where are the novels and
storybooks(non study/leisure reading materials) ????? ……. 小说和故事
书(非学习/休闲读物)在哪里????.........For the Library staffs in general,
please be more friendly to the users. 整体上来说,图书馆工作人员应该对
用户更友好些. Only few staffs is up to my standard of KIND-ness, the rest
is lacks in the willingness to help. 只有很少的工作人员以我的标准看是热
心的,其他都缺乏帮助用户的意愿.
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You said … we listened
Top 10 items that
respondents wanted us
to improve
调查对象要求图书馆改善
的首10件项目
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51
Top 10 items that respondents wanted us
to improve
调查对象要求图书馆改善的首10件项目
Quiet spaces 安静空间
2. Spaces that inspire 图书馆环境激励学习和
求知
3. Community spaces for group learning 小组
学习的空间
4. Spaces that are comfortable and inviting
舒适诱人的空间
5. A refuge from outside activities “避风港”
1.
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Top 10 items that respondents wanted us
to improve
调查对象要求图书馆改善的首10件项目
More print materials 更多纸本式图书馆资料
7. Online and print journal 电子与纸本式期刊
8. A website which is easier to navigate 容易巡
览的网站
9. Better access tools 更完善的存取工具
10. Easier access from hall, home, office or on
the move 更便利的从家中或办公室连接电子
信息资源
6.
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4/9/2015
54
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