University of Hong Kong Libraries
User Survey 2005
Law Library: Top 10 Comments
The Libraries conducted a User Survey between 14-27 November 2005 to gather information
about library usage, what services and resources are important to users and how well we have
performed. Of the total of 1,592 questionnaires received, 229 were submitted by respondents
who are frequent users of the Law Library. Included in many of these questionnaires are
comments and suggestions for improvement.
We have summarized the top 10 issues identified
in these comments (some extracted below, unedited), together with our responses and indications
of actions and plans.
Details of the quantitative results and analysis are forthcoming and will be available separately on
the Libraries website.
We thank all of our users who took their time to complete the survey and send us their comments.
1. Library temperature
RESPONDENTS’ COMMENTS:
While there are complaints that the library is not well ventilated, stuffy and hot, the majority of comments
(17 of 22) focused on the library being “too cold” and “waste of electricity”.
LIBRARY’S RESPONSE:
Our library temperature is something we continue to monitor and adjust but because of our location in K.K.
Leung Building, which is a multi-purpose building, our air-conditioning system is primarily centrally
controlled at 25°C, following the University’s recommended temperature setting. However, the relative
humidity (RH) of such a temperature would reach the mould germinating environment of 70-80% RH, and
indeed, many books on the second floor of the Law Library have started to develop moulds since the
library’s temperature has been set as such. This has necessitated us to adjust the centrally controlled
temperature to the range of 22-24 °C. Even so, this range is higher than a standard recommendation
adopted by many libraries all over the world, such as 20 ± 1 °C for Harvard University, or 20-22.2 °C
for Case Western Reserve University. The University Libraries preservation consultant from Cornell
University, in fact, recommended 68-70 °F (20-21.1 °C).
To strike a good balance between conservation, user comfort and energy saving, we constantly adjust the
standalone air-conditioning units within the library premises under different weather. In cool weather or
winter season, we adjust these units within the range of 23-25 °C, depending on the location of these
units. Nonetheless, the overall temperature of the library is still centrally controlled within the range of
22-24 °C.
We urge users to try different study areas to suit their preference. In case there are specific location(s) in
the library which you find uncomfortably cool, please let library staff know. We will either adjust the
standalone units to ease the situation or have these checked into further by the University’s Estates Office
if necessary.
It is essential that we maintain the library at a stable, optimal temperature with controlled humidity so that
library collections will remain physically available for use by future generations of students and
researchers. We hope users will appreciate that whilst we do have your comfort in mind, we also have a
duty to preserve our collections for posterity.
2. Opening hours should be longer
RESPONDENTS’ COMMENTS:
“opening hours should extend to 12am.”
“Postpone the closing time.”
“Extend opening hours on Saturdays and Sundays to 11pm in December and May (exam
period).”
“Grateful if law library can open from 9am to 11pm every day (including Sat & Sun) during
exam period!”
“It is good that this library is open until 11 at night, but it would be even more perfect if opening
hours at the weekend can be extended.”
“The extension of opening hours from this seminar deserves our applause.”
LIBRARY’S RESPONSE:
Extension of opening hours remains a perennial request from users. Since our last survey in early 2004,
the library has made significant improvements in its opening hours including,
(1) Longer summer hours (since June 2004): our closing time was extended from 7 pm to 8 pm on
weekdays, and full-day opening hours was initiated for Saturdays (9 am-5 pm) instead of half-day;
(2) Sunday opening during term time (since Sept 2004): instead of Sunday opening only during
examination period, for the first time, we extended Sunday opening (12 noon to 7 pm) throughout term
time, i.e. the Law Library becomes open 7 days a week;
(3) Weekdays closing time extended to 11 pm (since Sept 2005): as a further step to supporting part-time
students, we extended our weekday closing time to 11 pm.
These improvements, representing an additional 643 hours of opening hours since June 2004, have been
accomplished primarily without extra staffing for the library, but nonetheless they required significant
changes to be made for staff rosters and adjustments of the library’s service level during daytime.
Library staffing is being stretched to the limit to accomplish these extensions and to maintain an
acceptable level of service both at the counter and for general service support. Until extra funding or
staffing resources is available, it is not possible to extend library hours any further without compromising
on security and service level. We are currently monitoring the usage of the library to review whether it is
cost effective to maintain these extended hours. Within the resources made available to us, we will strive
to maintain opening hours that best meet the needs of users.
3. IT & computing facilities
RESPONDENTS’ COMMENTS:
“More computer terminals required.”
“It would be better if more computers are installed with microsoft office, it is sometimes
frustrating that I cannot find a computer to do my work.”
“Wireless lan can be weak at times and in positions, which can be frustrating.”
“There are some blind spots with regard to wireless LAN on the second floor …”
“Wireless LAN reception is exceedingly bad”
“…disappointed that not every computer had been installed with MS Office”
LIBRARY’S RESPONSE:
There are three types of workstations in the library: 25 Project Workstations (computers with
Internet/database access plus MS Office or other applications), 15 Public Access Workstations (computers
with Internet/database access only), and 2 standalone computers for dedicated use of databases or checked
out electronic resources. Over half of the workstations are Project Workstations. In response to this
survey, another 9 computers (on the second floor) will be converted to Project Workstations by February
2006. This will increase the number of Project Workstations to over 80% of all library computers.
Wireless hotspots are available in the reading area of the library with each hotspot providing a 50m-radius
coverage for a semi-open area. The library’s hotspots are expected to cover practically the entire reading
area within the library premises. We will work with the library’s Systems Department and the Computer
Centre to fine tune the coverage for optimal reception.
4. Study area/seats
RESPONDENTS’ COMMENTS:
While we received a compliment on the new seating layout of large open tables on the second floor, most
respondents thought otherwise.
LIBRARY’S RESPONSE:
During 2004-05 the library’s seating occupancy rate on the second floor was continuously monitored and
given a fairly low occupancy rate during term time and the increasing need for group study areas, part of
the seating near the Primary materials collection was switched to large open tables. This was also met
with support from student representatives of the Law Association. After a one-semester trial period in
2005-06, most students, however, found the new seating to be less than satisfactory. We have made
adjustments to the seating with some study desks now in place again, and 2 open tables to remain near the
shelves displaying the HK Gazettes.
5. Noise / eating
RESPONDENTS’ COMMENTS:
“sometimes many people talk loudly in the library, i need to tell them to keep down their voice.”
“Staff of the law library should enforce the rules more strictly. Very often students do not switch
their phones off/to vibrant mode before entering the law library.”
“Noise is sometimes intolerable because when discussion rooms are fully booked, groups will do
discussion in reading area.”
“I once saw a lady enjoying her lunch box in the library. I thought no food is allowed ......”
LIBRARY’S RESPONSE:
The major cause of noise complaint relates to discussions by users and to a lesser degree mobile phones
left ringing on tables. Library staff will step up the control and remind users engaged in discussions to
either move to the Discussion Rooms or the open table area on the second floor.
A series of efforts have been made to tackle the problem of eating in the library. These include posters
and signs, tightening staff control and issuing warnings. At one time, the problem has been persistent
among students in the Study Rooms but we are glad to report that the situation has greatly improved.
Overall, during normal office hours, noise and eating is controllable. At times when these nuisances may
not be readily detected by staff, we urge users to report cases to staff at the counter so that immediate
action can be taken.
6. Library collections
RESPONDENTS’ COMMENTS:
While we have a few positive comments
“A greater selection of journals would be great, but overall the resources are excellent.”
“overall is quite good”
… the majority focused on the need for more new books, more updated editions, more student textbooks,
and more copies …
“I suggest that new books to be purchased more regularly, esp. in areas of law related to
international finance, technology law and intellectual property.”
“Books here are old. should purchase more new ones.”
“Law library always lacks availability of text books, of which, students need most.”
“It seems that those books recommended by teachers are too limited. Since once they are
recommended, they will disappear at once.”
“more book [or journals] on [various areas have been suggested by respondents] should be
acquired”
LIBRARY’S RESPONSE:
We will look into speeding up the purchase of new books and new editions by working closely with the
Libraries’ Technical Support Services section. Suggestions for new purchase are always welcome,
although resources do not always permit these to be taken forward immediately.
Careful review is made by the library on purchase of multiple copies, especially for student textbooks with
frequent updates. Excessive duplication is generally discouraged to optimize the use of library book funds
and shelving space. Continual rising costs and flat budget growth in recent years has seriously reduced our
purchasing power. While we still purchase multiple copies for essential textbooks, we will place high
demand books on short-loan reserve for quick and equitable circulation, and to ensure that materials with
simultaneous requests are placed on reserve in good time.
Within the confines of our budget, we will try to balance the needs of students (more multiple copies of
student texts) and that of the faculty (expanding the depth of the collection). While building our
collections to support teaching and research remains our priority (see our Subject Policy Statement
http://www.lib.hku.hk/cd/policies/SPS_Law.html ), we can no longer aspire to own everything that
students, faculty and researchers need. Collaboration among libraries is essential in providing materials
needed and we encourage users to take advantage of collaborative resource sharing by using interlibrary
loan service (ILLiad http://illiad.lib.hku.hk/illiad/HUA/sso_default.asp ) and HKALL (Hong Kong
Academic Library Link http://hkall.hku.hk/ ).
If there are specific resources that you would like to see added to the library’s collection, please let us
know
through
our
Book
Recommendation
Online
(BRO)
e-form
(http://www.lib.hku.hk/general/e-form/eform_book.html ) or by filling in our Comments & Suggestions
form.
7. Service quality
RESPONDENTS’ COMMENTS:
The majority of comments about staff are positive. While there are some negative comments, library
staff are generally considered helpful and friendly.
“Library staff are knowledgeable and able to help me solve a lot of problems. Thanks!”
“Librarians are very accessible and ready to help!!!”
“The staff is not friendly.”
“The attitude of some of the library staff is really poor.”
“[…] i find the staff very helpful and responsible as well, i do appreciate this.”
“I am impressed with the attitudes of the Law Library Staff. They are always friendly and helpful.
They always respond to our needs and are knowledgeable.”
“The law library is my home of spirit.”
LIBRARY’S RESPONSE:
We are delighted that a general appreciation of staff was expressed. We will continue to provide users
with a high level of service that will always be courteous, friendly, helpful and fair, and through staff
customer service training where our service falls short of your expectations. We also encourage you to
continue to provide feedbacks to us by speaking to the member of staff with whom you are dealing,
speaking to the member of staff's supervisor, or writing to the Law Librarian .
8. Toilets
RESPONDENTS’ COMMENTS:
The unanimous verdict was that the library toilets are dirty, stink and smell.
LIBRARY’S RESPONSE:
Toilet condition in the library continues to be a tricky issue despite the efforts we have made during the
past year: upgrade the toilet exhaust fan to improve ventilation, have the Estates Office inspect the
drainage and sewage piping, provide trash containers with lid, posting up signs to promote good toilet
behaviour and the no-smoking policy.
While we have yet to see better toilet-educated users, we will continue to make all possible efforts to
improve the toilet condition. Cleaning of the library toilets is handled by Estates Office cleaners during
weekdays and on weekends by their cleaning contractors. We have requested that cleaning of the toilets
be stepped up for thorough cleaning to be done twice on a daily basis. To minimize littering, toilet rolls
near washbasins for drying hands have been removed. Users are also encouraged to use hand-dryers.
We will continue to monitor the situation and request the Estates Office to take further actions where
necessary.
9. Photocopying/printing service
RESPONDENTS’ COMMENTS:
Six respondents are concerned about the frequent breakdown of the photocopiers, quality of
photocopying and paper jam problems.
“It would be perfect for the Law Library to provide Octopus value adding service as
photocopying using Octopus is extremely vital.”
LIBRARY’S RESPONSE:
The photocopiers do not occasionally produce crisp and clear copying because of the excessive toner ink
that was found to have deposited near the machines. This, in turn, is caused by the lid cover of the
photocopiers not having been lowered at the time of operation, causing excessive ink to be emitted during
copying. Whilst the general thickness of most law books makes it inconvenient or impossible to have the
lid cover lowered at all times during copying, we encourage users, while copying, to cover the glass panel
with the single-sheet adjustable cover we provide, to help alleviate this problem. More frequent and
intensive maintenance checkup will also be scheduled in future.
We also encourage users to make use of the internal telephone located near the copiers on the second floor
to alert library staff, who will attend to problems as soon as possible.
OCTOPUS VALUE ADDING SERVICE: Starting from 12 December 2005, this new service is available in
the Law Library. A maximum of HK$50 can be reloaded to Octopus cards from 9.00 am to 4.30 pm on
weekdays, 9.00 am to 6.30 pm on Saturdays, and 10 am to 4.30 pm on Sundays.
10. Electronic resources - Westlaw
RESPONDENTS’ COMMENTS:
Some raised the issue that the idle session timeout setting for Westlaw is too short, especially when it is
being accessed from off-campus.
LIBRARY’S RESPONSE:
The current session timeout setting for Westlaw is 15 minutes. Whilst this can be lengthened, we believe
it is a reasonable and optimal setting. Given that Westlaw is a major resource for legal research with
heavy usage, the current timeout setting default will ensure that its use is maximized without substantial
queue buildups.
30 December 2005