Working Library User Survey 2024

Working Library User Survey

Janet Chow Academic Services Librarian

2. Library usage patterns

2.1.

2.2.

2.3.

2.4.

3. Collections

3.1.

3.2.

3.3.

3.4.

3.5.

3.6.

3.7.

3.8.

3.9.

4. Work-space in the Working Library

4.1.

4.2.

4.3.

4.4.

5. Facilities

5.1.

6 Possible future changes in usage pattern of Library resources

6.1. Users’ predicted changes in their future use of Library resources……………………….….21

6.2. College members’ preferred ways of being kept informed of Library news…………………22

7. Accessibility

7.1. User disability identification………………………………………………………………22

7.2 Use of accessibility equipment 23

8. Overview of user satisfaction

8.1. User levels of satisfaction/dissatisfaction with the Working Library as a work environment………………………………………………………………………………...23

8.2. User levels of satisfaction/dissatisfaction with the quality of service offered by Working Library staff 24

8.3. Selected comments on improvements to services/facilities users would like to see in the Working Library………………………………………………………………………………….25-26

9. Working Library meeting its departmental aim

9.1 Level to which Working Library meets its Departmental aim …………27

10. Conclusion and recommendations………………………………………………………28-30

1. Introduction and Backgroun d

The quadrennial Working Library User Survey was last conducted in 2017. The survey following was originally planned for 2021, however, it was postponed due to the Covid-19 pandemic The current user survey was conducted in the Lent Term, 2024 Responses were invited from all students, teaching staff and working Fellows of the College.

The aims of the survey were fourfold, namely, to garner users ’ perspectives on -

• the extent to which they considered the Working Library to meet their needs

• ways in which they predicted their future usage patterns may change

• how the Working Library could be improved

• the extent to which the Library fulfils its purpose in contributing to College life and learning.

The purpose and goal of this quadrennial survey is to collect relevant and appropriate data from all users that will prove useful in enabling the Working Library to improve its contribution to College academic life going forward, and to fulfil its departmental role in the most effective way.

Members of the College academic community – students, Research Associates and Teaching Associates, and Fellows – were invited to participate in the Working Library User Survey (WLUS) A total of 1,091 survey invitations were sent out using the Qualtrics survey tool; 394 (36%) completed the survey

Of the total respondents, 214 (54%) were undergraduates; 24 (6%) were one-year postgraduates; 95 (24%) were other postgraduates; 51 (13%) were Fellows; 10 (3%) were others (Research Associates and Teaching Associates).

Figure 1 below shows the number of student responses (undergraduates and postgraduates) and how they varied according to subject. Subjects with higher response rate included – Natural Sciences 16% (n=55); Engineering 10% (n=34) and Mathematics 9% (n=29).

Figure 1: Student responses by academic subjects

2. Library usage patterns

This secti on reports general findings relating to the frequency with which users accessed the Library, their preferred times of using the Library, and findings relating to patterns of usage of Library services.

2.1. Frequency of users accessing the Working Library

Nearly half of the respondents (44%, n=167) use the Working Library either ‘daily’ or ‘a few times per week’; 10% (n=39) use the Library ‘once a week’; over one-third of respondents (37%, n=142) use the Library ‘a few times per term’; 11% (n=42) do not use the Library at all.

Comment

Overall, the findings suggest the Working Library is used by a large majority of College members; nearly one-half of the respondents use it either ‘daily’ or ‘ a few times per week’. Given the availability of other libraries in the University of Cambridge system and the new College bar and café (which might constitute an alternative work-space), this is an encouragingly high usage.

Figure 2. Frequency with which users access the Library

2.2. Usage patterns of undergraduates, one-year postgraduates, other postgraduates, Fellows and others

Undergraduate students use the Library more often than other groups (se e Figure 3). Over one-half of the undergraduates (62% or n=127) use the Library either ‘daily’ or ‘ a few times per week’; 11 % (n=22) of undergraduates use the Library at least once a week.

In terms of the usage pattern of postgraduate students, the picture differs for one-year postgraduates and other postgraduates. The modal usage for one-year post graduates is a few times per week compared to the modal group for other postgraduates (studying courses of two or more years) which is a ‘few times per term’.

Other postgraduates and Fellows present similar Library usage patterns. Both of these groups use the Library more on a termly than weekly basis. Over one-half of other postgraduate respondents (52%, n=48) and Fellows (71%, n=36) use the Library ‘a few times per term’.

Of all the non-users, other postgraduates have the highest number of non-users; 22% (n=20) of them do not use the Library at all.

and Fellows

Comment

By a clear margin, undergraduate respondents use the Library more often than postgraduate students and Fellows. This clearly puts the Library at the heart of studying for St John’s undergraduates. Among one-year postgraduates, the highest frequency is ‘a few times per week’, and among other postgraduates and Fellows, the frequency declines to ‘a few times per term’. These latter groups may well find more of the resources they need in other Cambridge libraries.

Figure 3. Frequency in use of Library by undergraduates, one-year postgraduates, other postgraduates,

2.3. Preferred time of using the Library

For this question, respondents were invited to choose – where applicable - more than one preferred time of using the Library, hence the percentages do not tally to 100%

Survey findings suggest that the Library is busier in afternoons, outside staffed hours and at weekends compared to mornings Relevant figures are:-

• 31% (n=104) of the respondents use the Library in the morning (9-12 pm);

• 68% (n=226) use the Library in the afternoon (12-5pm);

• 66% (n=218) use the Library outside staffed hours during the week (between 5pm and 9am next day);

• 42% (n=138) use the Library at weekends.

Different groups of users have their preferred time for using the Library. Figure 4 indicates that 81% (n=152) of the undergraduates use the Library outside staffed hours. By comparison 70% (n=16) of one-year postgraduates, 67% (n=47) of other postgraduates and 86% (n=38) of Fellows use the Library during staffed hours in the afternoon.

Figure 4. Preferred time of using the Working Library

Since students form the largest sector of College population, it is not surprising that they are the largest user group. Among students, undergraduate students are the largest sub-group. They are also the most intensive users, a fact reflected in the Library’s book stock primarily catering to their needs. Additionally, unlike postgraduate students who may choose to w ork in their own departmental offices and libraries , many undergraduates do not have those options, and thus the Library tends to be their main study base outside of their rooms.

The reason why a majority of undergraduate students use the Library in afternoons and outside staffed hours may be explained by their having more lectures to attend than postgraduates, and many of these lectures take place in mornings; postgraduate students on the other hand, may be more research-based, with fewer lectures This gives them more options and flexibility as to when they choose to use the Library.

2.4. Usage pattern of Library resources and facilities

Figure 5 shows that the most used Library resources and facilities by students and Fellows are, in descending order – study/work-spaces (86%, n=289), followed by physical books (73%, n=243), and photocopiers/printers (72%, n=242). Library lockers were least used (87% of respondents did not use them).

Figure 5. Usage patterns of Library resources and facilities

1. Undergraduate usage of Library resources and facilities

Library resources and facilities most used (ie. used either daily/a few times per week or once a week) by undergraduate students are – study/work-spaces (98% of respondents), followed by photocopiers/printers (82%), and use of physical books (75%).

2. Postgraduate usage of Library resources and facilities

Coincidentally, Library resources and facilities most used (ie. used either daily/a few times per week or once a week) by postgraduate students are also – study/work-spaces (92% of respondents), followed by photocopiers/printers (70%), and use of physical books (63%).

3. Fellows’ use of Library resources and facilities

Fellows report using the Library for the following three resources and facilities (ie. used either daily/a few times per week or once a week) in descending order: physical books (89% of respondents), followed by photocopiers/printers (64%), and book issue/return machine (58%).

Comment

When considering the Library as a resource/facility, the modal reason given by both undergraduates and postgraduates for using it is as a study/work-space. Clearly, Library space is in demand and is well used. At peak times – especially in afternoons and during exam revision periods, it may reach full capacity.

Patterns of Library use by Fellows bear similarity with both student cohorts (undergraduates and postgraduates). Fellows’ first and second most used resources and services are physical books and photocopiers/printers, both of which are in the student groups’ top three resources. However, use of study/work-spaces is not considered as one of their top three most used facilities, a finding that is perhaps not surprising given that the Working Library work-space is regarded primarily as serving its student population.

This section reports the findings relating to the Library book stock.

3.1. Extent to which the Library book stock meets users’ needs

Respondents were asked to describe the extent to which the Library book stock meets their needs

As seen in Figure 6, three-quarters of respondents (76% or n=254) regard the Library book stock as either ‘excellent’ or ‘adequate’; with 7 % (n=24) commenting that the book stock is ‘inadequate’; while 17% (n=57) do not use physical books.

3.2. Reasons for not using Library physical books

Reasons why respondents do not use physical books are 1) they use electronic books (54%, n=31); 2) they do not need books for their course (54%, n=31); 3) they use other libraries (11%, n=6).

Figure 7 shows the satisfaction levels of undergraduates and postgraduates regarding the Library book stock. Of all respondent groups, undergraduates have the highest satisfaction level – 75% (n=143) rated the book stock either ‘excellent’ or ‘adequate’; only 5% (n=10) felt that the book stock is ‘inadequate’ One-year postgraduates were least satisfied (13%, n=3)

Figure 6. College members’ rating of the Library book stock

Comment

In general, it is encouraging to see that a large proportion of the student population is satisfied with the Library book stock. It is especially pleasing to see that undergraduates were most satisfied with the book stock as the Library book collection is mainly for their use. The Library’s priority is to purchase suitable books which are relevant and useful to their courses based on departmental reading lists, and recommendations from junior members, Directors of Studies and Fellows.

3.3. Extent to which books are available on the shelves

Respondents were also asked the extent to which they find the books they need are available on the shelves.

• 25% (n=83) said they ‘always’ find the books on the shelves;

• 47% (n=156) said they ‘often’ find the books available on the shelves;

• 5% (n=17) said they ‘sometimes’ find the books on the shelves;

• 1% (n=3) claimed they ‘seldom’ find the books on the shelves;

• 22% (n=74) claimed they ‘never’ find the books on the shelves.

Figure 7: College members’ satisfaction levels with Library book stock

Regarding the high percentage of respondents who claimed that they ‘ never ’ find the books they need on the shelves, a number of questions arise:

1 Are the books being misplaced?

2. Are the books being used/borrowed by other readers in the Library?

3. Has the book gone missing but the catalogue record hasn’t been updated?

4. Are there simply not enough copies due to heavy demand?

5. Has the Library not got the book?

How the Library effectively respond to the above issues

Regarding point 1: Present policy of asking Library users to leave books on the reshelving trolley after use for Library staff to shelve can be re-emphasised. This would minimise the chance of books being misplaced.

Regarding point 3: Stock-checks take place biannually, any missing books are then flagged up on the catalogue. It is difficult to think of what more can be done.

In terms of points 4 & 5: there is a need to look at the possibility of purchasing additional copies of indemand textbooks for reference purposes only. This response is suggested as a recommendation at the end of this Report.

3.4. Finding a Library book

Respondents were asked how they find/search for a Library book that they need. More than one option was allowed, hence the percentages do not tally to 100% More than two-thirds (n=264) of the respondents use iDiscover when searching for a book.

Figure 8 Way s to find a Library book

3.5. Sources for obtaining a book not held in the Working Library

Respondents were also asked for the actions they would take if a book they require is not held by the Library. Respondents we re invited to choose more than one option, hence the percentages do not necessarily tally to 100%.

• 76%, (n=251) check whether the book is available online;

• 65% (n=215) borrow the book from the UL/Faculty/Departmental libraries;

• 26% (n=85) buy their own copies;

• 14% (n=47) recommend the book for the Library to purchase.

Comment

A relatively low percentage of respondents 14% (n=47) said they would recommend the book for the Library to purchase if a book they require is not held by the Library. This may suggest that respondents either do not know they can recommend a book for the Library to purchase or they need the book instantly. The latter is highly likely as a large proportion of respondents automatically turn to electronic books (76%, n=251) and borrow from other libraries (65%, n=215); 26% (n=85) would buy their own copies.

The relatively low percentage (14%) who said they would recommend the Library purchase a book not held in the Library indicates the need for the Library to be more active in making users aware of this facility.

Figure 9. Sources to obtain a book not held in the Working Library

3.6. Usage of printed copies of journals

Respondents were asked whether they use printed copies of journals in the Library. An overwhelming majority of respondents (94%, n=303) do not use hard copies of journals.

For those who consulted printed copies of journals, the titles included:

Classical Quarterly Classical Review

Journal of Hellenic Studies

Journal of Roman Studies

History of Political Thought

Past & Present

Cambrian Medieval Celtic studies

Speculum

Medium Aevum Notes

Queries

The Library

The Book Collector

TLS

Comment

The decline in use of printed copies of journals is accounted for by the popularity of e-journals, a finding that endorses Library policy to reduce its expenditure on printed journals.

3.7. Levels of confidence in using iDiscover features

Respondents were asked about the levels of confidence when using various features of iDiscover, for example, when searching for books/articles; checking library accounts; renewing and recalling items.

• 41% (n=139) were ‘very confident’;

• 36% (n=122) were ‘confident’;

• only 1% (n=5) were ‘not at all confident’.

Comment

A session on how to use various features of iDiscover has been incorporated in Library induction sessions in recent years. It is encouraging to see that these sessions are clearly beneficial to users, and they will continue to be incorporated in future Library inductions.

3.8. Reading preference – print books versus ebooks

Respondents were asked about their reading preference, i.e. whether they prefer to read print books or electronic books

• 31% (n=105) prefer to use print books to ebooks;

• 25% (n=84) prefer ebooks to print books;

• 16% (n=52) only read an ebook if no print copy is available;

• 21% (n=69) do not have a preference.

The main reasons given by respondents for choosing print books include:-

• ‘I prefer reading real books in-depth, but ebooks are more convenient if I only need to read a small part’

• ‘For longer pieces or a book where I need to refer to several chapters and will be coming back to the same material many times, I prefer to have a physical book to hand’

• ‘I prefer print books as it’s easier on the eyesight’.

• ‘I prefer the reading experience of print books especially for books that are very long’.

• ‘I prefer reading print books to ebooks generally, however for academic work I prefer ebooks for convenience’.

• ‘I prefer reading print books, but often ebooks are more convenient to access particulary if I am working at home’.

• ‘I dislike ebooks, only use them if there is no print copy as a last resort’.

Figure 10. Reading preference – print books or ebooks

The main reasons given by respondents for choosing ebooks are:-

• ‘I often read ebooks out of convenience’.

• ‘I use a screen reader and therefore only really interact with ebooks’.

• ‘Ebooks are more convenient for when we are out of term time’.

• ‘For academic work I prefer ebooks for convenience’

• ‘For short chapters or articles, it’s quicker and more convenient to access the online resource (ebooks)’

Comment

Despite the wide availability of ebooks, a small majority of respondents (31%, n=105) still prefer reading print books to ebooks (25%, n=84), although there is a clear trend towards evening up The main reason for respondents choosing to read ebooks is because of their convenience.

The Library budget is used for purchasing physical books, but not ebooks, which are centrally purchased and managed by the University of Cambridge Library. The College Library should continue to maintain an up-to-date collection of physical books

3.9. Changes in borrowing patterns in the Working Library

Respondents were asked whether their borrowing patterns have changed over the course of their studies. Most of the respondents (51%, n=169) said that there was no change to their borrowing pattern; however, 12% (n=41) of the respondents said that they were borrowing less than they used to; 11% (n=39) claimed that they were borrowing more.

Respondents were asked to give reasons why they borrow more than they used to; comments include:-

• ‘Borrowing is easy and it’s often useful to have a physical copy’.

• ‘I can make use of a locker so I prefer to borrow books and have them with me while I work’.

• ‘More book reading is required by my taught work and research’.

• ‘Naturally as the course progresses more reading is required’.

• ‘Trying to be more ambitious this term and use textbooks more’.

• ‘I have found I increasingly prefer physical books over ebooks’.

• ‘Borrowing more upon realizing how excellent the collection at St John’s is’

• ‘Reading more titles that John’s Library happens to have’

• ‘More material supplementary to lectures is required’

• ‘More time to read’

These are all positive indications that the Library book stock in general continues to meet the majority of students’ needs

However, User comments regarding the main reasons for borrowing less than they used to include -

• ‘More ebooks/ejournals available’

• ‘I need less textbooks and more research papers as the course progresses’

• ‘Because more books are available online’

• ‘Use other libraries (UL, BL)’

• ‘A great deal of the material I work with is now available online’.

• ‘Most niche books I require as a postgrad are easier to obtain from faculty libraries’.

• ‘Change in papers and research being more journal based’.

• ‘A lot of my content is delivered in online form from which has encouraged me to make the switch to electronic’.

• ‘I tend to need to read academic papers more this year, whereas last year it was more books’.

• ‘During my undergraduate, a lot of set readings would involve textbooks (usually available at either St John’s or the faculty library). Now my work mostly focuses on recent papers/articles, most of which are available online instead’.

Comment

Considering the main purpose of the Library is to provide for the undergraduate user group, the above comments reflect changes in students’ study circumstances as the key reason for their change of borrowing behaviour, rather than direct criticism of the Library stock.

4.0. Library work-space

This section reports the findings relating to work-space in the Working Library. It gauges the extent to which work-space conforms to respondents’ preferences; the degree of difficulty in finding a workspace; reasons for having difficulty in finding a work-space; and types of Library seating respondents would like to be made available.

4.1. Extent to which work-space conforms to preferences

Respondents were asked whether the work-space they find conforms to their preference eg. suitable in terms of noise and location. Two-thirds of the respondents (68%, n=225) said they either ‘always’ or ‘often’ find a work-space they prefer.

4.2. Ease of finding a work-space anywhere in the Library

Although most respondents are able to find a work-space that conforms to their preference, there are occasions when they have difficulty finding a work-space at all:

• 61% (n=178) claimed that they ‘sometimes’ have difficulty finding a workspace;

• 14% (n=40) said they ‘always’ or ‘often’ have difficulty finding a work-space;

• 24% (n=69) said they ‘never’ have difficulty finding a work-space;

• 1% (n=3) claimed this ‘does not apply’ to them.

4.3. Reasons for having difficulty finding a Library work-space

Respondents were asked to give reasons for having difficulty finding a work-space; they were invited to choose more than one option, hence the percentages do not necessarily tally to 100%

• 93% (n=204) said ’ spaces are already occupied by others’;

• 26% (n=57) said ‘unattended desks have materials on them with no indication when the occupiers will return’;

• 16% (n=36) said their ‘preferred area is too noisy to work in’

Comment

Three-quarters of respondents 75% (n=318) have found difficulty at some time finding a work-space. One of the main reasons is that spaces are already occupied by others. A clear indication is that the Library is being heavily used and work-space is in demand. Can more work- spaces be created? A key recommendation of this report is that two areas of the Library that are presently vacant spaces could be re-purposed to provide additional work-space capacity.

4.4. User preferences for improving Library work-space

Respondents were asked what they would like to see regarding work-space provision They were invited to choose more than option, hence the percentages do not necessarily tally to 100%.

• 58% (n=176) would prefer ‘more silent spaces in the Library’;

• 49% (n=147) would like ‘more communal tables for group seating’;

• 75% (n=227) would like ‘more individual work-spaces’.

Comments

These findings indicate three features of Library work-spaces users would like to see more of: silent spaces, individual spaces and group spaces. These three features should influence the type of workspaces provided in the two areas of the Library recommended for re-purposing at the end of this Report.

5.1. Levels of satisfaction/dissatisfaction with the current provision of equipment/facilities

Respondents were asked to indicate their level of satisfaction/dissatisfaction with the Library’s current provision of resources, equipment and facilities. Undergraduate and postgraduate respondents’ views were similar (see Figures 11 and 12, respectively).

Figure 11 below shows undergraduate satisfaction with Library equipment and facilities In descending order:-

• 82% (n=149) are most ‘satisfied’ with individual desk-spaces;

• 77% (n=140) are satisfied with the book issue/return machine;

• 73% (n=133) are satisfied with the printing facility

It is worth noting that despite the high level of satisfaction with ‘individual desk-space’, the highest level of dissatisfaction – albeit relatively low - is also with ‘individual desk-space’ (n=24, ie. 13%)

11 Undergraduate levels of satisfaction with Library equipment/facilities

Figure 12 below shows that 8 4 % (n=74) o f the postgraduate respondents are most ‘satisfied’ with the wireless facilities, followed by the book issue/return machine (74%, n=65), individual desk- space and photocopying (both are 72%, n=62). The highest level of dissatisfaction – albeit low - is also with ‘individual desk-space’ (20%, n=17)

Figure

Figure 12 Postgraduate levels of satisfaction with Library equipment/facilities

Comment

There appears to be little difference between undergraduate and postgraduate levels of satisfaction with the Library equipment/facilities. Undergraduates are most satisfied with the individual deskspace, followed by the book issue/return machine, and printing. They are also least satisfi ed with individual desk-space. Postgraduates are most satisfied with the wi reless facilities, followed by the book issue/return machine, and individual desk-space.

Although both undergraduates and postgraduates rated ‘individual desk-space’ as one of the top four most satisfactory Library facilities, the highest level of dissatisfaction for both groups – albeit low - is also with ‘individual desk-space’. Individual desk-space appears to be the most emotive aspect of the Library’s provision, generating both positive and negative perceptions/experiences.

Findings reflected in the responses to Q4.4 show that 75% (n=227) of the respondents said they would like to see more individual desk-space. This finding clearly indicates that there is an unsatisfied demand – lending further importance to the need to provide more desk-space.

Regarding the satisfaction levels with the available selection of DVDs, 65 % (n=118) of undergraduate respondents and 58% (n=51) of postgraduates said this ‘does not apply’ to them. This rather high ‘does not apply’ figure may arise because respondents either are not aware of the DVD collection, or they do not choose to borrow/use DVDs.

In terms of the satisfac tion levels of the silent pod, 61% (n=111) of undergraduate respondents and 54% (n=47) of postgraduate respondents claimed that this ‘does not apply’ to them. This ‘does not apply’ figure appears to arise because respondents are not aware of this relatively new facility.

6.1. Users’ predicted changes in their future use of Library resources

Respondents were asked to predict how their use of learning resources might change going forward. Figure 13 below captures their predictions, chief among which is that respondents expect their use of all resources either to remain the same, or to increase. For every resource, the modal group indicates that their use of the resource will ‘remain the same’. The second highest response predicts that their use of all resources ‘will increase’.

Figure 13 Possible change in Library resources usage

Figure 13 shows the only modal group indicating an increased use is Library work-space. For other groups regarding use of Library resources, the modal groups remains the same, for example, use of physical books, use of ebooks only if physical copies are not available, access to ebooks/resources within the Library building.

Comment

The outstanding change going forward is the increased use of the Library as a work-space. This predicted increase of the Library as a work-space is an important recommendation and is recorded at the end of this Report. In all other areas of using the Library as a learning resource, future use remains the same.

6.2. College members’ preferred ways of being kept informed of Library news

Respondents were asked to rank their preferred ways of being kept informed of Library news, using a scale of 1 for ‘Most preferred’ and 6 for ‘Least preferred.’

Respondent preferences, in order, were – Email (99%), followed by notices in the Library (98%), and Library webpage (88%), while the least preferred method is Instagram (46%).

Table 1. Preferred ways to be kept informed

Comment

Despite the popularity of social media such as Facebook and Instagram, respondents overwhelmingly prefer more conventional methods of being keeping informed of Library news, such as email and notices posted in the Library.

7. Library Accessibility

7.1. User disability identification

The Library is committed to providing access to all users, including those with special needs arising from a disability. Respondents were asked whether they identify themselves as disabled. Of all the respondents, 88% (n=284) did not identify themselves as disabled; 7% (n=24) stated they were disabled; 5% (n=15) preferred not to say.

7.2. Use of accessibility equipment

Respondents were asked whether they are aware of the accessibility equipment provided in the Library, such as coloured/magnifying overlays, ergonomic desks, book rests, etc. Of all respondents, 54% (n=14) said they were aware of this equipment; 46% (n=12) said they were not. Only three of the respondents have used them.

Equipment or facilities that respondents would like to see made available include – ‘lift access’; ‘OCR text scanner’; ‘more ergonomic desk/chair options’ and ‘more audiobooks and silent pods’.

Comment

The Library is committed to making the Library accessible to all users. Library staff need to ensure that users who need lift access can contact Library staff to have their cards activated for lift access. The Library should and could do more to identify and contact students with disabilities to make them aware of diverse ways in which the Library can provide support (this is among recommendations made at the end of this Report).

8. User satisfaction

8.1. User levels of satisfaction/dissatisfaction with the Working Library as a work environment

Respondents were asked to express their levels of satisfaction/dissati sfaction with various aspects of the Library as a work environment. These aspe cts include overall cleanliness, cleanliness of toile ts and carpets, the condition of desks and comfort of chairs, temperature and lighting

As shown in Figure 14, the overall cleanliness of the Library drew the highest levels of satisfaction from respondents (96%). This is followed in descending order by the cleanliness of carpets (91%), the condition of desks and chairs (89%), lighting (87%), comfort of chairs (80%), cleanliness of toilets (75%), and temperature (72%).

Figure 14. Lev els of satisfaction with the Working Library as a work environment

Overwhelmingly, users consider the Library to be a very clean environment in all aspects – a credit to the Library’s cleaners, in particular. The area which drew most dissatisfaction was ‘temperature’ (24%, n=77). In the Working Library User Survey 2017, one of the areas which drew dissatisfaction was low temperature. Respondents found the Library too cold at specific times and seasons to permit productive work. Since then, all of the radiators in the Library have been replaced with new valves to improve the regulation of heat around the building. Recently, all faulty windows on the Third Floor have also been replaced to minimize heat loss. Despite all these improvements, ‘temperature’ in the Library still drew most dissatisfaction. It is therefore necessary to liaise with Maintenance Department to ensure that the heating is kept on during cold days/nights, especially given that the Library is open 24/7

8.2. User levels of satisfaction/dissatisfaction with the quality of service offered by Working Library staff

Respondents were asked to assess their levels of satisfaction/dissatisfaction with the quality of service offered by the Working Library staff. These aspects include staff politeness, helpfulness, knowledge and expertise, and efficiency.

As indicated in Figure 15 below, respondents are either ‘very satisfied’ or ‘satisfied’ with the following characteristics of Working Library staff, in descending order – politeness (93%), helpfulness (91%), knowledge and expertise (84%), efficiency (83%).

Figure 15. Lev els of satisfaction with Library staff

Comment

Respondents expressed very high levels of satisfaction with the quality of service offered by the Working Library staff (all services between 83% and 93%) This is a very reassuring response.

8.3. Selected comments on improvements to services/facilities users would like to see in the Working Library

Accessibility

A student with a disability commented:-

• ‘Clear information for students with disabilities is presently provided to the College Library. The College Library is informed of all students in receipt of SSDs, and should therefore contact me to inform me of additional support to which I’m entitled’.

IT

• ‘More monitors might be helpful’.

• ‘Borrowable laptop chargers, keyboards and mice’.

• ‘I find printing very difficult to manage technically’.

• ‘More monitors’.

• ‘There are often issues with printers and photocopiers not always working - which could be improved’.

• ‘Longer tech support hours from the IT desk’.

• ‘The printer just doesn’t work for me for some reason but no one knows why or how to fix it’

• ‘Would be nice to have secondary monitors available outside of working hours (perhaps taken out like books?)’

Comment

All the public photocopiers have been replaced recently. The printing/photocopying could be caused by network problems, which are usually resolved promptly. Two additional second monitors were recently installed in the Library. The total number of monitors has been increased to six.

Lighting

• ‘I think the library is generally quite dark so better lighting would help make it feel like a more positive work-space’

• ‘Small lamps to use in the computer areas, ie. The last floor (top floor)’.

• ‘Lights on desks shine too brightly and are too focused, as are ceiling lights. When it’s dark, softer lighting is better’.

• ‘I would like that all of the lights work and perhaps labels on the light switches to know what part of the area they apply to. On the mezzanine, the lighting can be very poor which is not good for me since I usually work in the library at night’.

Comment

New lighting in the Library has been installed in all areas of the Library on a rolling programme over the last few years. Little more can be done - it may be that different users prefer different intensities of lighting.

Temperature

• ‘More heating! Particularly in Silent study zone’.

• ‘Keep the heating on outside of staffed hours during the holidays – it’s really cold during the interval and not very conducive to studying’

• ‘Temperatures could be warmer during the evening especially during out of office hours’

• ‘Occupancy tracking system, more flexibility in turning on and off hearing/AC’

• ‘Temperature could be slightly warmer in the colder months’

• ‘I’d like it to be warmer. It’s often draughty’

Comment

Library staff will liaise with Maintenance to ensure heating is turned on during cold winter months especially as the Library is open 24/7. Students can also be reminded to close windows in cold weather to minimise heat loss.

Furniture and facilities

• ‘Prolonged use; also some of the gas lifts are broken’.

• ‘Oiling the library chairs, some make horrendous noises’.

• ‘The chairs are truly terrible, and nearly all broken. But the staff are lovely!’.

• ‘Some chairs have broken backs and are basically stools. They are difficult to use for prolonged periods of study. I would like some of the broken toilets to be fixed’.

• ‘The sinks are uncomfortable to use as they are too shallow’.

• ‘The bathrooms could have larger sinks in them – quite hard to use and the water is either freezing or scalding’.

Comment

Broken chairs are being replaced every summer. Subject to the approval of 2024/25 budget, all toilets will be refurbished with larger basins, mixer taps and sensor flushes

9. The Library departm ental aim is: To provide a modern, efficient and welcoming Library service for all members of the College, and for all others with valid reasons to make use of the College’s Library collections and facilities, so enabling the Colle ge to fulfil its statutory aims.

Overall, as shown in Figure 16, user assessme nt of the degree to which the Library meets its departmental aim shows that nearly all respondents (311, ie. 97%) thought the Library meets its departmental aim either ‘fully’ or ‘mostly’. This is a reassuring result for all concerned.

Figure 16. Degree to which the Library meets its departmental aim

10. Conclusions and recommendations:

The Working Library is the hub of the College community and plays an impressive part in College life. From the survey findings, it is evident that the Working Library is heavily used by College members. Of all the respondents, 91% (n=340) use the Library. One third of users frequent the Library a few times per week, and primarily benefit from it as a study space. This clearly indicates the Library is a popular learning environment conducive to study/work. Nearly one-half of the respondents said they expect to increasingly use the Working Library as a space to work.

Three-quarters of respondents (76%, n=254) regard the Library book stock as either ‘excellent’ or ‘adequate’. Respondents are very positive about most aspects of the Library work environment e.g. overall cleanliness of the Library, cleanliness of toilets and carpets, the condition of desks and comfort of chairs, temperature and lighting. Respondents also expressed very high levels of satisfaction (c. 90%) with the quality of service and expertise offered by the Working Library staff.

It is reassuring to learn that nearly all respondents 97% (n=307) thought the Library meets its departmental aim either ‘fully’ or ‘mostly’.

Individuals’ comments:

• ‘I’m borrowing more upon realising how excellent the collection at St John’s is’.

• ‘I use the college library more and university library less’.

• ‘I feel more comfortable using the library’.

• ‘St John’s College Library is ideal. I cannot imagine a better library. If a change were to be made, I would say expanding, so more of the same, not really a change. It is an exceptionally well played out library, ideal atmosphere, comfortable, easy to be productive, etc. I love that it is open 24/7’.

• ‘St John’s Library is my favourite part of Cambridge University. Absolutely terrific’.

However, there are also areas where respondents expressed a desire for improvement. For example, respondents felt there is insufficient work-space in the Library; some claimed they rarely or never find the books they’re looking for on the shelves; and the Library could offer better communication about additional support it could offer to students with disability needs.

Consequently, in order to address the above issues, below are appropriate recommendations.

Recommendations:

1. Library work-space:

A key survey finding suggests that College members use the Library primarily as a space to work/study. Three-quarters of respondents (75%) had at some time experienced a certain degree of difficulty finding a work-space, mainly because spaces were fully occupied.

While undergraduate and postgraduate respondents rated individual desk-space as one of their most satisfactory Library facilities, insufficient individual desk-space at key peak times was also their least satisfactory facility.

It is poignant that 75% of all respondents would like to see more individual work-spaces provided, followed by silent spaces (58%), and communal tables for group seating (49%). Additionally, of all respondents, 46% claimed they intended increasingly to use the Working Library as a space to work.

Recommendations:

It is clear from these findings that desk/work-space is in demand. Consequently, is it possible to create more study space in the Library? Two main recommendations follow – both of which would be both cost-efficient and cost-effective:

1. Create an additional study room with a maximum of six seating spaces in the alcove opposite the silent pod by adding a sound-proof glass door. This is presently an unused space which could at minimum cost be converted into a ‘room’ for individual and/or group study.

2. Convert the former Biographical Office on Mezzanine Room into a work/study space. The Room could be kept and used for individual study space with partitions separating the seating. Alternatively, it could be turned into an open space with individual seating. The latter would involve some structural change. Advice should be sought from an architect and colleagues from Maintenance.

2. Library book collection:

A further key finding shows that 73% of the respondents came to the Library for accessing physical books; Despite the wide availability of ebooks, 31% of the respondents still prefer reading print books compared to 25% who prefer ebooks. Over one-half of the respondents said they will continue to use print books in future. There seemingly has been no change in reading preferences between physical and ebooks since the 2017 survey, when the same question was asked.

Library books remain an essential resource to students. It is therefore important to continue to commit budget to maintain up-to-date collections. While 76% of the respondents rated the Library book stock ‘excellent’ or ‘adequate’, 22% claimed they rarely or never find the books on the shelves. This could be for various reasons, such as books having gone missing, been misplaced or the Library has simply not got them

Recommendations:

1. Library staff should continue liaising with Directors of Studies for their suggestions on the purchase of books for the Library.

2. In addition, stronger links should be developed with teaching staff for their advice on purchasing suitable titles for the Library collection.

3. Directors of Studies and other teaching staff should continue to be encouraged to review their respective subject collections annually, including deselecting titles which are no longer relevant to courses.

4. At least two copies of key textbooks should be made available in the Library, one of which could be borrowable and the other as reference only.

5. Users should be made aware of the book recommendation facility at inductions, via posters placed in prominent positions in the Library.

3. Library accessibility

One-half of respondents who identified themselves as disabled are not aware of the accessibility equipment available in the Library, such as coloured/magnifying overlays, convertible standing desks, book rests. It is therefore not surprising that to date most of them have not been used.

Recommendations:

1. Library staff should contact students after receiving Student Support Documents to clarify the kind of support the Library could offer them.

2. The Library should also publicise more information on the equipment available, specifically to students with disabilities.