2007 USC Libraries User Satisfaction Study Results
The USC Libraries use an online survey administered by the Association of Research Libraries to assess library services and collections. This anonymous survey allows the Libraries to assess our users’ satisfaction through ratings, and to collect their ideas through open comments.
The 2007 results demonstrate dramatic improvements in user satisfaction since the USC Libraries first began using the LibQual survey in 2004. If you would like to review the complete results and analysis of both scores and comments, please download the full USC Libraries LibQual Report.
Below is a list of the primary concerns library patrons voiced in this year’s survey, along with the actions the USC Libraries have taken to date addressing these concerns.
Primary User Concerns for 2007
| Primary Concern | More materials are needed for the collection; including all electronic, print, and audiovisual formats. |
| Immediate Action Taken | The USC Libraries initiated a major collection-development effort, focusing on increasing journal and electronic resource subscriptions. USC Libraries (along with Law and Health Sciences Libraries) now hold 60,718 current journal subscriptions.
USC students, faculty, and staff can request new library materials through the Recommend-A-Book service available on the USC Libraries Web page.
A dedicated fund allows for the purchase of materials needed for course reserves. Instructors can now request purchases online while submitting reserve requests. |
| Primary Concern | More up-to-date equipment is needed; including computers, copiers, scanners, and microform readers. |
| Immediate Action Taken | Technical staff upgraded all library wireless access points to produce stronger signals and added more access points. Additional upgrades enhanced connectivity in the Edward L. Doheny Jr. Memorial Library (including the Music Library and USC Special Collections) and the Science and Engineering Library.
USC Libraries’ administration opened a new multimedia commons in the Thomas and Dorothy Leavey Library. The new space provides hardware and software for multimedia projects on seven computer workstations with dedicated scanners. Additionally, technicians upgraded more than 40 computer workstations in Leavey’s Information Commons and Lower Commons.
Other technological resources added to the USC Libraries include the addition of new multimedia conference rooms in the East Asian Library and the Music Library; the availability of video conferencing technology in Doheny, Science & Engineering, VKC, Leavey, and Architecture & Fine Arts libraries; and the installation of new color all-in-one photocopiers/scanners with enhanced self-service features in all library locations. Doheny patrons also benefit from the installation of a new microforms scanner that enables digitization to pdf documents as well as the printing of microfilm and microfiche. |
| Primary Concern | Materials are sometimes missing from the shelf, or are otherwise difficult to find. |
| Immediate Action Taken | Library personnel conducted a comprehensive collection inventory in all campus libraries.
Library service points immediately initiate a system-wide search upon receiving notification that an item is missing. Library personnel request urgently needed missing materials through Interlibrary Loan or re-purchase the materials with rush order delivery.
Library patrons receive an e-mail update on the status of their locate request within 24 hours. All libraries also maintain a continuous shelf-reading schedule to ensure that collections are in proper order. |
| Primary Concern | It is difficult to locate electronic journals, and to identify appropriate full-text or other electronic resources. |
| Immediate Action Taken | A new Electronic Resources Web page allows for quick searching of the USC Libraries top 25 e-resources, as well as alphabetical and subject browsing and searching, and a new search-by-citation feature. These available e-resources include those from the Health Sciences Library.
The Scholar’s Portal quick search provides a single search interface for core electronic resources in all disciplines, as well as library catalogs for all University Park, Law, and Health Sciences libraries. Scholars can access USC’s electronic journal subscriptions through Google Scholar and Microsoft’s Academic Live.
Online Tutorials assist first-time users with accessing USC Libraries’ most heavily used resources. |
| Primary Concern | Customer service is inconsistent from library to library. |
| Immediate Action Taken | The Library Administrative Management Committee continually develops customer service standards and expectations for the services provided by staff.
Public service student assistants receive expanded training and assessment of their progress through a newly created Student Assistant Training Committee.
A newly appointed Outreach Coordinator consults with library faculty in meeting in serving their constituencies.
USC Libraries administration encourages patrons to provide feedback about library services online though Dear Library. If requested, users receive a response from the appropriate library administrator within 24 hours. |
| Primary Concern | More spaces are needed for both collaborative and individual study. |
| Immediate Action Taken | The opening of the East Asian Library at the north wing of Doheny Memorial Library’s first floor brings more study spaces with several large tables and carrels now available for individual study, four collaborative works rooms, and one seminar room with telecommunication capabilities added for group study. The USC Libraries’ Space Reservation Web page provides information about reserving group study rooms.
Patrons can now utilize collaborative study space and laptop carrels in the Science & Engineering Library, while visitors to Doheny Memorial Library find new comfortable seating in the Intellectual Commons, Los Angeles Times Reference Room and the Younes and Soraya Nazarian Pavilion. |