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Customer Feedback

The Library welcomes and acts on feedback from library users to continuously improve its services

 

There are many ways to provide feedback on library services, either on-line or in-person. Queries, complaints and compliments are channelled through Ask Us / Tell Us and are responded to immediately by Information Desk staff or, when required, are referred to other staff. All are responded to within three working days. Feedback on building issues, i.e. lights, sockets, noise, ventilation, temperature, etc. are referred to the Buildings & Estates Dept and monitored regularly. Large scale feedback is invited through the library survey, conducted every 2 years, and we run focus groups and in-house assessments to explore particular issues as required. 

Improvements made in the Library - You Said, We Did

The following improvements have been made to library services, in response to your feedback.

Date You Said We Did
May 2019 When I order a book how do I know when it arrives (faculty) A process has been put in place to alert the faculty member when the book is in stock
May 2019 How do I access high quality content that is not included in the library’s journal subscriptions?  The library developed a webpage that describes alternative sources for scholarly content  www.ul.ie/library/alternative-ways-obtaining-scholarly-articles
April 2019 Some of the wooden doors are banging when they close We audited all the doors and logged these to be fixed with Buildings & Estates
April 2019

The Library is too warm and there is no air circulating

Through liaison with Buildings & Estates a faulty sensor was identified, and the issue has been resolved
April 2019 Can the lending laptops have SPSS on them? Unfortunately the lending laptops can’t have SPSS on them, but we talked to our ITD colleagues and SPSS is now loaded on to the PCs in the large and small training rooms
April 2019 Can the Library open earlier in the morning The Library opening hours have changed from 08:30 to 07:00
March 2019 Faculty would like dedicated bookable spaces We created faculty only bookable rooms on floor one of the library extension
March 2019 Can I get a USB to use with the book scanner Library USB's are for sale at the Information Desk
Jan 2019 Can scanning facilities be improved We introduced a book scanner for use in the Library
Nov 2018 The plugs at desks aren't working We audited all sockets at study desks and logged these to be fixed with Buildings & Estates.
Nov 2018 I need help with referencing We re-ran referencing classes in week 10 of semester 1.
Nov 2018 There are problems with the Wi-Fi We worked with our colleagues in ITD to audit the Wi-Fi and resolved the issue that was causing the problem in the new wing.
Nov 2018 Library badly needs water facilities for students to refill bottles We introduced water fountains on each floor of the new wing that allow refilling of small and large bottles and that count the number of plastic bottles saved.
Nov 2018 Even with the new wing, it is still hard to find a seat Every Seat Counts ran again in the latter 5 weeks of semester.
Oct 2018 More space to work in groups We added 24 new group rooms to the library's online room booking system.
Oct 2018 Not enough PCs in the library We introduced laptop lending, which makes 48 laptops available for loan in the library for up to 4 hours.
Sept 2018 Extend Opening Hours We extended opening hours from 8:30 am to midnight Monday to Friday during semester.
Sept 2018 It would be better if the library and IT help desks for students were near each other. We welcomed our colleagues from ITD to a new location near the library's information desk and have worked with them to streamline service hours.
Aug 2018 The library should consider dividers between desks to provide an individual study space.  This might seem old fashioned but would definitely deter chit-chat especially among younger students Opened the new wing of the Glucksman Library, adding 1,000 additional seats and more study rooms and collaborative spaces.  We took your advice and installed dividers between desks too.
June 2018 What genius designed this 'Ask Us Tell Us' feature? The 'enter' sending the message is very frustrating! Updated the online form where you submit questions to us so that the 'return' button that you described as 'frustrating' is no longer an issue when submitting a query
May 2018 I think the layout of the library website can be confusing i.e. where to find different things Updated the library's search so that you can search for a journal article from within the journals A to Z list.
March 2018 Would be great to have more break out rooms for study groups or group projects with the appropriate suppliers of white board and markers Put a white board in the library's bookable group study rooms and the new library will have many more facilities for group study.
Feb 2018 Why can't I download the software packages, why do I have to come in and borrow them on a USB? Downloadable software, including EndNote, is made available from the Library Information Desk
Nov 2017 Simply not enough space for students for these exams with new library not yet built Library allocated refurbished space on floor 1 temporarily for student use, providing 98 additional seats in a WiFi zone for student exam preparation.
Nov 2017 It is hard to find a study space in the library when it's busy Created and distributed information relation to campus study space in response to student need for study space for exams
Aug 2017 A lot of sockets and plugs aren't working The library's staff check the power outlets regularly to ensure they are working and faults are reported and repaired every month.
July 2017 Postgraduate student in LibQual 2016: "I am generally very pleased with the library.  But I find the lack of computers very frustrating, and often see undergraduate students wasting time whilst postgraduates are queued waiting for access to computers/printers". We put 12 PCs in the Postgraduate Reading Room on Floor 1 in the library
Feb 2017 People can login to my library account as it is not secured Instigated a login and password on library accounts to ensure data privacy
Feb 2017 So difficult to find things on the old website Launched a new, more intuitive user focused library website in January 2017
Feb 2017 It is impossible to figure out printing, scanning and photocopying in the library We added a Print, Copy and Scan section to our new website to explain these services.
April 2016 Why can't I book somewhere to study online? Introduced online group study room booking service
Dec 2015 The Library is too hot The UL Buildings & Estate Department assessed our heating system and repaired a fault that now means we can better control temperature.
Nov 2015 Get students to stop leaving coats, bags and books in the library taking up a desk while they go off to a lecture We hired students to work in the library and monitor desk use, clearing desks left unoccupied for more than 45 minutes. This scheme is referred to as Every Seat Counts and runs at the end of each semester.
Nov 2015 Open the library late on Sundays coming up to exams Provided 10:00 am to 22:00 pm opening on Saturdays and Sundays at the end of semester
Nov 2014 Sometimes books are difficult to find The Student Peer Advisors are on hand at the start of Semester 1 to show people how to use the catalogue and locate books.  We replaced and improved signage on shelving bays.  We updated library layout floorplan showing collections.
Nov 2014 "There isn't sufficient signage telling me where certain books are kept" We placed signs on main floor depicting the floor number of each shelf-mark and subject area.
Oct 2014 There are no spaces for Postgraduates to study  We created a Postgraduate Reading Room on floor 1
Sept 2014 There are non-UL students using the library and there is not enough space for UL students We installed access control at library entrance
Aug 2014 It would be amazing if the journals could be printed and viewed from home using a UL ID No We simplified and improved how you login to journals and e-books from home
Feb 2014 Can something be done about flashing florescent bulbs? Staff do a weekly audit of light fixtures/bulbs that need fixing or replacement, pass information to Security for collection by electrician on Monday
Feb 2014 The self-service system is full of flaws, every time I use check out a book, an alarm goes off as I leave and I have to queue up to get it re stamped, thus invalidating the self-service system In 2014 we replaced the self-service machines in the library.  The new machines combined with a major project to update borrower records more frequently should mean an end to the issues you told us about.
Feb 2014 A lot of the sockets in the library are not functioning which leads to no power for laptops All study desks are now numbered to make it easier to report faults
Aug 2013 The library is too noisy We glassed off the atria to reduce noise on the upper floors.  We created Silent, Quiet and Group Zones in the library to facilitate study and group work
April 2013 The internet is too slow ITD reviewed and improved the WiFi in the library and have recommended where possible people should use wired connections on desks
April 2012 Open earlier to facilitate study early in the mornings We started opening at 8:00 am leading up to and including exam periods  
April 2012 Open short loans longer in the evenings Short loans now remain open in the evenings after 9:00 pm and Saturday after 4:30 pm
April 2012 Severe shortage of core texts We increased book fund spending and increased our book stock.  We have invested in large numbers of e-books which can be accessed 24/7
     

About the LibQual Survey in UL

The LibQUAL library survey is one of the most important tools in our quality improvement programme. We have run the survey every two years since 2007. We listen to what the UL community has to say about the library and we respond by making improvements to our collections, services and spaces through our on-going quality improvement plan.

LibQual is a customer satisfaction survey used by thousands of academic libraries worldwide. The survey asks 22 core questions and measures satisfaction rates in 3 areas - the physical space of the library, the materials and resources the library has and the service provided by library staff.

The survey allows us to:

  • Provide quantitative evidence on user satisfaction
  • Identify which services are most desired by our users
  • Benchmark our library against other libraries worldwide
  • Measure our own improvement over time

Each year that we run the LibQual survey we receive a 'notebook' of results. This is a very detailed document that analyses each question and provides us with summaries of how you feel we are doing for your group.

Your can download each of our notebooks here:

Glucksman Library UL LibQual Notebook 2007

Glucksman Library UL LibQual Notebook 2009

Glucksman Library UL LibQual Notebook 2012

Glucksman Library UL LibQual Notebook 2014

Glucksman Library UL LibQual Notebook 2016

Glucksman Library UL LibQual Notebook 2018

Contact and more information

Queries about the UL survey can be sent to ciara.mccaffrey@ul.ie

More information about the survey instrument is available at www.libqual.org.