LibQual 2015 User Comments and Responses

Here are the responses from Jonathan, the Library Director, to all the 120 comments received on the 2015 LibQual survey. Where necessary, individual names and identifying information have been removed, but where the comments are favorable I have left names in. The comments have been grouped into major themes. Frequently your comments touched on more than one topic, in which case a single comment may be extracted from a longer comment.

Positive Service

Negative Service

Interlibrary Loan (ILL)

Hours

Security

The Bookmark Cafe

Housekeeping

Ideas for Improvement

Noise

Technology & Equipment

Printing

Building & Space

Website

Collections and Resources

Support for Study & Research

Wi-Fi in the Tower Room

LibQual Survey

Other

 

Personal Service (Positive)

  • Overall I have been extremely pleased with the service I have received at the library. My needs have been met repeatedly on different levels with online access resources as well as those used within the library.
  • Susan Montgomery and the rest of the Olin Library Faculty are a huge asset to Rollins College. The college is luck to have them!
  • The librarians are very knowledgeable, and I've found that they can help me find just about anything I need. Their search skills are so impressive, that I feel a mixture of awe and jealousy.
  • I have worked at Rollins for more than 13 years, and never have I had any interaction with anyone connected with Olin Library that was anything other than 100% helpful, professional, courteous, and warm.
  • The circulation desk provides an outstanding service and updates on all of their volumes, microform items, audio/video CDs/DVDs, updates of the database searching and availability of internet access and laptop internet portals.
  • Good customer service from the circulation desk and the IT help desk. Maintaining a clean study area daily from the house keeping department staff as well.
  • The Olin Library is literally the best resource on campus for academic improvement. The staff are always there to help and I cannot thank the college enough for the services that the library provides.
  • Everyone working in the library is AWESOME!!!  Customer service is #1
  • Overall, I'm very satisfied with the Olin Library and its resources.
  • I LOVE the instant message system provided on the library web page. It is so helpful when I'm doing research at home, and I have ALWAYS been able to get an answer to my questions.
  • Great services, I am a Hamilton Holt student and schedule does not allow me to take complete advantage of services offered. The times that I have utilized services have been most helpful.
  • The staff is friendly and professional and very knowledgeable. I have used TJ's several times and recently used the IT service for PC work.
  • Librarians are useful and helpful, and so is the circulation desk staff through the online chat. TJ's tutoring and Writing Center is one of the best things that a library can have, and the staff there are AMAZING!!
  • The library is a very welcoming environment and the staff is always very friendly and willing to provide assistance.
  • Great service.  The staff is always helpful.  The online resources are great, especially for off-campus students.  I love that I can use articles from the database from my home.  I LOVE that there are textbooks in the library.  I ran into a problem with my order, but the library had the book to get me through the first few weeks of classes.  Some students with financial needs even just use the library rentals instead of spending money on buying the book.  I love the library space provided with quiet floors and louder floors.  It is also very convenient to have the Bookmark Cafe in there for a caffeine/food boost if needed. :)
  • Love the Rollins library.  You guys do a great job. : )
  • Emma Oxford has been of great help in my classes and outside of my classes.
  • Patty is so helpful, so is Lauren A.
  • I have not witnessed anything but excellent service from the library staff and support staff.     
  • Any experience I've had with the library staff has been nothing but positive, and even if they didn't know the answer to my question, they were quick to admit it and help look for a solution together. I feel that the staff is very approachable and kind - and late nights in the library are always made better by Kelly at the Bookmark Cafe.
  • Love the library and the people who work there are helpful
  • I think the staff is great and very helpful. I am always impressed with the staff's friendliness, approachability, and quick responses.
  • Overall very good services and well executed
  • Even though I don't frequent the library as much as I used to, they all still recognize me by name. I think that's amazing.
  • Jason is an efficient patient helper wonderful positive asset to the library he is the only one i approach because of his willing to help attitude.
  • Lauren Arrowsmith is fantastic.  She is patient and helpful and very available.  
  • The service I've received through the Library is outstanding. You should have to know how things work at some other schools to value this service. Great job.
  • Separately, I greatly appreciate the Olin Library and the service I received.  Thank you very much.
  • I absolutely love Olin Library. The staff is very helpful and nice.
  • The research librarians are always readily available and helpful.
  • I appreciate very much the library's customer service orientation.
  • Love the Archives team!
  • The staff is wonderfully cheerful and helpful though the director seems to channel grumpy cat.
  • Dr. Miller and his staff have done a great job!  The library does have limited resources, but the staff has an unlimited willingness to help.
  • Everyone in the library from the Facility maintenance person to the Director are super helpful, whether it is trying to check out videos or ordering books, or borrowing laptops, or setting up to archive pictures. Everyone always gives 100%.
  • The IT desk employees have been very patient and helpful to me over the course of my first year at Rollins.  
  • Aaron is awesome!
  • Didn't understand some of the questions but the library is awesome and I've never had a bad experience with a librarian either in person or in the awesome chat with us feature on the website. Olin rocks!
  • You do a wonderful job with customer service and make the library a great place to be.

Jonathan's Response: Aw, you are making us blush. Seriously, I am impressed that so many of you took time to identify and praise the work of individuals. We place a high premium on service excellence and I am pleased to see it reflected in your comments.


Personal Service (Negative) [Names and identifying information have been removed]

  • And whatever happened to being greeted with "Hello" when you entered library? Staff is always looking down and reading something or in front of computer working on something.
  • The Library staff is sometimes grumpy and that makes it difficult to go up and ask for help if you need it.
  • I asked a simple question about how to pay for a late fee for mac chargers when I was returning mine late, because I had never done that before, and I had assumed you could pay at the library but the woman I talked to was very rude and acted as if I had stolen something, when I had just held onto the charger overnight since one of the work study students wouldn't allow me to re-check the charger out at 10 p.m. at night since my own personal charger was broken. I was very appalled by this type of service, since the library should be understanding if a personal charger is broken, and should not be rude or grumpy towards answering a simple question.
  • The vast majority of the library staff are helpful and nice but I have encountered a few people who left didn't offer the best customer service. The young lady with [redacted] is sometimes a bit rude.
  • I love the library, but I sometimes have trouble finding someone who is able to help me.
  • At least one of the employees at the front desk, however, was very impatient and unwelcoming to my questions about web print (sorry, I don't have a name).
  • Fines are too high and the library too inflexible.

Jonathan's Response: No friendly greeting, grumpy, rudeness, no one to help, impatient and unwelcoming. Clearly we still have work to do. In Fall of 2014 we conducted an experiment in Olin. We tested our service standards by using mystery shoppers. You can see the results here. Mostly we got very high marks, but if you ever do feel as though you have not received the welcoming service you deserve, please let us know immediately. You can fill out a paper comment card or send us feedback online. Every time we conduct one of these surveys we gather as a staff and think about these negative comments and discuss what we can do to improve our service.

I also want to address the issue of fines raised above. We are actually quite flexible about fines and fees, if there is a reasonable explanation for why the fine should be reduced or waived. We tend to be less flexible with repeated fines. This may seem like inflexibility but remember, if you keep an item longer than allowed you are depriving someone else of the use of that item.


Interlibrary Loan (ILL)

  • The ILL person, Kirsten is amazing.
  • Interlibrary Loan works really good. I love them :)
  • The interlibrary loan service has become exceedingly harder to use, and I feel somewhat neglected. I have had a book requested for over six months, and nothing has been done about it.
  • Great staff! The interlibrary loans are normally quick, but sometimes take a while (I waited over a week for one). I know this isn't our library's fault though.

Jonathan's Response: Glad to see many of you appreciating Kristen’s work. We have processes in place to alert us to requests that have been open too long. There are no requests that are anywhere near six months. Perhaps this request was completed, but the e-mail went into your junk folder. We always send an e-mail even if we have to cancel a request. If you do not hear from us, please feel free to ask about the status of a request at olinill@rollins.edu. As for the person who waited for over a week, the average turnaround time on an article request is now under four days, the average for a book request is under ten days. Obviously, that means 50% of book requests take longer than ten days to arrive. As I always say, plan ahead so that ILL materials arrive in time.


Hours

  • The Library is great resource. But I wish more levels were open at later hours. Also a lot of people, including me, don't know how to find their own books. But the staff is helpful and knowledgeable.
  • I wish the library had longer hours during the semester/holiday break. I know the college "closes" for other employees but I also oppose that lengthy closure given the need to prepare for intersession and the spring as well as cram research into the mix.
  • I want the library to be open 24 hours. The main floor is too distracting with so many people walking in and out of the doors. I would also want there to be a food source for students at all times in the library.
  • Glad it is open 24 hrs a day.
  • I wish at least one other floor was open after midnight, I’m often a late worker and it’s very disrupting when I have to get up and leave, especially when I’m in a good working environment.

Jonathan's Response: See the comment below about security. At this point, if we open the whole library 24/7 we would need to staff it and that is expensive. The level of use of the main 24/7 floor does not warrant opening the other three floors. However, I do want to point out the Library Meeting Room on the main floor is designated as a silent study space after hours. This should be a less distracting space than the more popular tables in the open area.

As for opening over the Winter Break. The Library Advisory Council reviewed the faculty responses to a survey on this issue and the actual use of the library and ILL during some limited pilot periods during the 2014-15 break. They decided that the level of use does not warrant extending hours into the period that the College designates as time off for hourly paid staff.


Security

  • At night, security would be a good idea. Especially with the FSU library shooting, a lot of people are kind of wary of being at the library too late. It’s a large place, and you never really know who is actually in there until you walk past them or they walk past you. Very late at night, when there are only 2 or 3 people there it gets pretty eerie.

Jonathan's Response: Immediately after the FSU shooting all Olin staff met with Campus Safety personnel to discuss the current arrangements for security in Olin and to review instructions for dealing with an active shooter incident. Anywhere on campus, you should always be aware of your surroundings. If you do not feel safe, contact Campus Safety.


Bookmark Cafe

  • The only thing is that sometimes in the morning I need to use the library before class and the cafe isn't open but I depend on getting breakfast at the library because I don’t have time. But other than that I've had no problems with the library! Helpful and kind faculty and staff.
  • I think we have a wonderful library, I wish the Cafe was open longer.
  • Also the cafe should be open early during finals.

Jonathan's Response: We agree. We would love to have the Bookmark café open longer. These comments have been passed to Sodexho to manage the café.


Housekeeping

  • I would like to see wet disinfecting wipes located throughout library that students can use to wipe dirty keyboards and mouses. Also, instruments for cleaning keyboards since Olin library staff will never clean computer workspace and they simply don't care no matter how many times you express your concern of how dirty keyboards are.

Jonathan's Response: I can assure you that we do clean the surfaces regularly throughout Olin. However, as you know, this is a very busy building and we cannot clean keyboards after every user. I suggest that if this level of cleanliness is important to you then you carry “wet disinfecting wipes” with you.


Ideas for Improvement

  • There are great services, but as a transfer student, I must have missed freshman orientation. This is my fifth semester with the school and I'm just now figuring out the library's excellent resources. There should be an offering to transfer students to get a library tour or something.
  • I wish there would be a posting on the website of when the computer labs are available and when there are classes in them. Same thing for the computer labs schedule of availability in the bush building. Thanks!
  • Sometimes the cameras and flip cams don't have charged batteries when you rent them out. It would be really nice if the staff made sure the cameras were charged before they rent them out.

Jonathan's Response: A librarians visits each RCC class, including the RCC designed for transfer students, to introduce students to the library. We also partner with faculty to present in another approximately 120 courses per year to help students develop their information literacy skills. Unfortunately, it looks like we missed you. You can always ask for a meeting with a librarian to help you understand the services available.

Outside each of the labs in Olin you will see a small Creston display that indicates the schedule of classes and meetings in each lab. This feed comes straight from the Virtual Event Management System (EMS) which you can also see on R-Net. We are also looking into ways to make this information more accessible by delivering it to mobile phones.

Batteries for all cameras are recharged before we lend them out.  The Flip cameras are included in this.  I am sorry if the battery did not last as long as you needed it to, usually they last 2 hours. The only batteries we do not recharge are the laptop ones.  They circulate with a charger.


Noise

  • Good, sometimes the non-quiet study area very noisy though.
  • More quiet areas.
  • The library is not as conducive to my study habits as I would prefer. It has become a hang out and can be extremely distracting.

Jonathan's Response: The 3rd and 4th floors are designated as quiet floors and we try to have plenty of signs around reminding people of that. If you still find other users being too loud feel free to remind them yourself, or contact any staff member. We will be happy to ask people to be quiet.


Technology & Equipment

  • Very accessible, tech systems great
  • The library gives a very good service overall. One thing I would like is the online resources to be a little more clear and easy to use, as well as easily find specific items like DVD movies.
  • The rental laptops in the IT department are kind of old.
  • More DSLR cameras would be very helpful.
  • The only complain I would have is to double check the FlipCams.  I have used them a few times, and sometimes they are running extremely low on battery power.  I have filmed a few things only to discover that the camera died within 5 minutes leaving me without the video I needed.  But other than that...I have no complaints!

Jonathan's Response: Glad to hear at least some of you like our accessible technology. Big changes are coming over the summer 2015 when we will have a whole new core technology. One of the main reasons we are moving to this new system it to improve ease of use, so stay tuned. But I don’t want to give you the impression that accessing information will ever be easy to use. As student researchers you are engaged in a complex process navigating a complex and fractured information eco-system while also trying to construct and extract meaning from diverse information sources. Information technology can facilitate some of this and ease your way, but it will never be completely easy.

As for equipment, we are constantly monitoring and renewing the equipment that we circulate. Thanks for the comments, we will bear these requests in mind.


Printing

  • I think you guys do a great job. The only thing that I wish we were able to do is print using color and one-side on webprint.rollins.edu! Whenever I have to do so, I need to email myself my document and then open it through a library computer.
  • The library is one of my favorite places on campus, and one of the few that I can count on the printer working the way it’s supposed to.
  • There has been a lot of printing issues lately.
  • Need to make sure printers work at all times.
  • I mostly only use the physical library for printing.

Jonathan's Response: Clearly printing is important to you. I have passed on the comment about web printing to IT. We are happy that (most) people find the library to be a reliable place to print, but it is so much more. Come to print, stay to read!


Building and Space

  • In my point of view i would like to see the tutor area to be bigger, i understand that if i know my tutor, i could be tutor anywhere around campus but i prefer to be somewhere where there are a lot of students around as long as it is spacious too.
  • The only thing I'd like to see is more larger tables on the upper floors - those can be somewhat hard to come by. Thanks for all you do!
  • The library is my favorite place to study!
  • I like coming to the library because it has a quiet place to study and also it has a lot of resource for all of my different classes needs.
  • There should be more tables in the open area to work vs desktop stations.
  • I don't particularly find the library to be an inviting space from a design perspective and I don't work in the library, preferring to return to my office. Although I think some of the study spaces upstairs are quite nice. The majority of sources that I need are requested via Interlibrary loan.
  • The different rooms help to make the space quieter for studying. 
  • I think we have great facilities! Thanks for all your hard work.
  • The first floor of the library is one of my favorite places to do work because of the atmosphere.  You can sit alone and get lots of work done or talk and do group work.
  • I would like to see more group study rooms.
  • I used to enjoy the library very much last year. It is only my second year on campus but I barely go to the library anymore. I prefer the open spaces of Bush and the closer proximity from Sutton. I am not sure what other improvements can be made. We have a really great library.
  • I would appreciate more group study and private study spaces. I find myself going to Bush more in order to study.
  • We need less couches and more arm chairs or comfortable spaces for individual study on quiet floors.
  • There needs to be more group study areas. I feel like theres always one person at a big table, or two people using a big room.

Jonathan's Response: Bit of a mixed bag here, many of you like the library and the variety of spaces and furniture, others want more of some and less of another. We continue to review furniture and space use and adjust accordingly, but I am not sure we will even  completely satisfy all your diverse and conflicting needs. We do hear, loud and clear, that you want more group study rooms. We added many more on the 1st floor back in 2012. We are always looking for more.


Website

  • Also, I thought the old Olin website was much more user friendly than the current site.
  • My only complaint is that the current website is not very user-friendly. I use it regularly and sometimes it isn't easy to find materials - it takes me to book reviews instead of a book, for example. Also, access to journals is buried on the site, and sometimes material is said to be available that isn't actually available.

Jonathan's Response: Only two comments, but both negative. If you can’t even remember what the old website looks like, you can see it here. The major change coming to the website is in our “find anything” search engine. I hope you will find discovery of books (as opposed to book reviews) easier when you return in the fall.


Collections and Resources

  • I hope that the museum will be able to grow its arts section, to reflect the presence of the Alfond Collection of Contemporary Art at Rollins.
  • You have fantastic online resources!
  • The range of business journals that I can access for research is impressive.  Perhaps 10% of the time I need to go to another source to find an article.
  • The school is doing much better with the support for the doctoral program. We are a small group of students who need special resources. Just keep on working to improve this process and support the doctoral students with access to research articles.
  • Thank you for the most wonderful and supportive resources!!!
  • The library does not carry materials in my area of teaching due to the specialized nature.  I believe that if I was teaching a different subject areas, that the library would be very helpful to me.

Jonathan's Response: This is the fourth time we have conducted LibQual since 2006 and we are seeing a real change in your satisfaction with the collection – especially e-journals. We have devoted much more time and money to accessing and managing those e-journals and it looks like you are more satisfied than in the past.


Support for Study and Research

  • I love the library. I always get my work done quicker there than anywhere else.
  • The Olin library is where I spend the majority of my time on campus.
  • I like the library. It's a good place to come to get work done.
  • Excellent facilities and support at Olin
  • Overall, the Olin Library offers the information and writing consulting needed for my academic assignments.
  • The library helps my study habits.
  • I have been amazed by the level of support I have experienced as a student of Rollins.
  • I like our library. Coming here definitely aids in my work discipline when it comes to studying and getting work done.
  • I did my MBA here at Rollins. During orientation, we received instructions on how to find information. It was fantastic; however, every time I tried to research, it never seemed as smooth as when it was explained. You should have a video of that orientation so that people can go back, on their own time and refresh, as needed, the how-to's of the library. There is so much more that I can learn, if i can only remember how to get there!

Jonathan's Response: I am pleased to see so many positive comments about Olin as a place to study. Thanks. I have passed the comment about a recording of the MBA orientation to our business librarian.


Wi-Fi in the Tower Room

  • This is a library, a library is supposed to have wifi, then why is there no wifi in the pillow room and tower room? How are we supposed to study without wifi???
  • No wifi at the top of the library
  • Also internet access on the top floor would be nice. Otherwise, service is great!

Jonathan's Response: I am happy to be able to tell you that we expect Wi-Fi in the Tower and the Pillow Room before the fall 2015 term starts. Did you know that the Oxford English Dictionary lists the term “Wi-Fi” as first used in 1999, just a couple years after the current Rollins entering first year class was born? In that short time it has gone from being a novelty to something without which we cannot study.


LibQual Survey

  • This survey was confusing. Sorry I couldn't efficiently answer the questions.
  • Please redo the survey.  Poor structure. Very confusing.

Jonathan's Response: Yes, we know. But it is a national survey. We are Rollins do not get to redo the survey. We understand that is not like most such surveys that simply ask you to rate you satisfaction with an aspect of service. It asked for your minimum, your desired, and your perceived level of service. This can be confusing, but it provides us with valuable feedback and we all appreciate you taking the time to complete it.


Other

  • So far as, staying abreast of the developments in my field of interest i am not aware of how the library can help me.
  • Create programs to incentive students to stay in the library such as study marathons, focus groups and also areas of workshop and skill improvement. I feel like spaces such as the pillow room need to be transformed in places for learning computer skills or learning strategies.
  • I need to make an effort to try to use the resources at the library more often including video checkouts!
  • Wonderful environment to complete assignments.
  • Sometimes, the library is not the best study space just because there are so many people around that I want to talk to. This has nothing to do with the services that the library provides.
  • I rarely use the library. I do not really know why other than all my classes are in Bush and Cornell so i am never really over that way. Also, requesting articles is easily done online.
  • I enjoy studying in the Library - having a coffee shop is nice, and I am a fan of the pillow room. I also use the literary journals etc. off campus quite a bit and have been pleased - as well as the help from the research desk in the library.

Jonathan's Response: Thanks to everyone who took the time to complete the survey and to those that commented as well. If you have read this far you know that we see conflicting  requests from different people.  We will continue to try to find a happy balance. Overall though I am glad to see so many people who care so much about their library that they take time to comment. On behalf of all the staff, thank you.


Olin Library
Rollins College
1000 Holt Ave -2744
Winter Park, FL 32789
407-646-2521
askolinlibrary@rollins.edu