In September this year 1898 Unitec students and 40 staff completed a comprehensive, benchmarked Library-specific '
Insync'
client survey. Unitec Library recorded an overall score of 82.3%. This
places in the top 25% of libraries that have surveyed with Insync over
the last 2 years and represents an overall performance score increase of
1.2% since the last survey in 2016
This
survey provides rich data and allows us to compare Unitec Library's
performance against other institutions. At the time the survey was administered, 28 other university libraries had completed recent benchmark surveys. (See key finding report below).
The
survey rates respondents' perceptions about the importance and the
performance of more that 30 factors in these 5 categories: Library
staff, Communication, Service delivery, Facilities and Equipment, and
Information Resources. The Library performed highest on the category of
Library Staff, with a score of 89.1%.
The top 10 performance list contains six factors from the top 10 importance list:
- I can get help from Library/Ask Me desk staff when I need it
- Face-to-face enquiry services meet my needs
- Library/Ask Me desk staff provide accurate answers to my enquiries
- I can get wireless access in the Library when I need to
- When I am away from campus I can access the Library resources and services I need
- Online resources (e.g. online articles, databases, ebooks) are useful for my studies and help me with my learning and research needs
This is a positive result for the Library. Not only are these services among the most important to clients of the Library, they are also being performed well.
This year, the Library performed highest on the category of service delivery, with a score of 83.4%. The lowest score was identified for communication at 79.9%.
Areas of possible improvement
The
data collected through the survey also gives us insight into the 'gap'
between importance and performance. Gaps identified from 2016 survey
have overall shown improvement in 2018.
A review of the survey results has identified no factors that have recorded gap scores in the problematic range (above 1.0 gap). The top three gaps that were also in the top 10 of importance were:
- I can find a quiet place in the Library to study when I need to (gap of 0.64)
- Printing, scanning and photocopying facilities in the Library meet my needs (gap of 0.44)
- I can get wireless access in the Library when I need to (gap of 0.34)
While not immediately problematic, the factors listed above should be
monitored if only because they also appear in the clients’ top ten
importance listing.
The 3 top gaps by location are
Mt Albert, Hub Library (Te Puna) (1211 responses)
- I can find a quiet place in the Library to study when I need to (gap of 0.75)
- I can find a place in the Library to work in a group when I need to (gap of 0.5)
- I can get wireless access in the Library when I need to (gap of 0.36)
Mt Albert, Building One Library (384 responses)
- Printing, scanning and photocopying facilities in the Library meet my needs (gap of 0.66)
- I can find a quiet place in the Library to study when I need to (gap of 0.35)
- The items I’m looking for on the library shelves are usually there (gap of 0.35)
Waitakere Library, level 3 (286 responses)
- I can find a quiet place in the Library to study when I need to (gap of 0.57)
- I can find a place in the Library to work in a group when I need to (gap of 0.51)
- Opening hours meet my needs (gap of 0.51)
Survey comments from our users include:
"Unitec Library has contributed a lot for my learning in terms of facilities. It is a quiet place where rules and regulations are respected in order to allow students to concentrate on their works. The library Staff are respectful and ready to provide information or give a hand to students re: use of printing machine, find books, submitting assignments for students in need.
I can highly recommend the library service to other students because even if you can't find a material you need at Waitakere campus, the staff will order it from Mt Albert within a short time. Mostly, i like the way they treat all students with respect and dignity."
(Waitākere Student)
"I really like library services. In addition, when i face any difficulties then ask me desk staff always help me. They are very polite and helpful. They make my day with smile face. Moreover, now i am familiar with online library site which provide us very useful and reliable information. This service is one of the main part of my studies. Thank you"
(Mt Albert Te Puna Student)
"I am able to issue books that are there most of the time relating to my course. I am able to ask for help and receive it and I am able to study by myself or in a group when I need to. This is what the library offers and that is what brings my success."
(Mt Albert Building 1 Student)
In conclusion, this year the Library achieved improved internal results,
as well as very good benchmark results across the board.
More information
For further information, please email
studentsupport@unitec.ac.nz and address your query to the Director of Student Success, Annette Pitovao.
