ALIA West

September 2004

What library users really think of Curtin Library

For two weeks in May 2004 Curtin Library and Information Service conducted a client survey. Nearly 2000 responses from across all university divisions were received which will provide the library with valuable data for assessing current activities and planning future priorities for service delivery and resources. The Rodski client survey is an instrument which allows all university libraries across Australia to collect information in a similar way. The results therefore serve as a benchmark, allowing Curtin Library and Information Service to be compared with other academic libraries.

The overall percentage score allocated to Curtin Library and Information Service by Rodski has improved from 72 per cent in 2001, to 74 per cent in 2004 which puts the library in the 2nd quartile of all libraries in the Rodski database, compared with the 3rd quartile in 2001.

The library's performance significantly exceeded the Rodski database median in the following areas:

• The library collection is adequate for my needs
• Photocopying facilities are adequate
• Individual seating is adequate
• Group study facilities are adequate

In the 2004 survey, 92 per cent of respondents were users of the main campus library, 65 per cent were undergraduate students and 17 per cent were postgraduate students. 83 per cent of respondents indicated high satisfaction with the library (up from 80 per cent in 2001) and 87 per cent gave the library a high overall quality rating (up from 85 per cent in 2001).

Respondents also recorded their satisfaction with Curtin's friendly library staff in relation to receiving clear and useful feedback on queries and receiving appropriate time and attention to queries from staff. The library webpage also rated well with feedback on its clear and useful information.

Karen Tang, planning projects and research librarian, was responsible for arranging the survey, analysing the results, and co-ordinating the library's response to the areas of concern identified by survey respondents. Improvements which have already been implemented include:

• Providing more computers
• Ordering more books
• Improving the Library catalogue
• Running extra information sessions on Saturdays

Lesley Carmen-Brown
Library and Information Services, Curtin University Perth