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 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.
|Need more seats coming up to exams
|‘Every Seat Counts’ running from week 11, with an additional emphasis on Group Study Room misuse
|More group study spaces please
|We created the iZone immediately accessible on the ground floor which is a pop-up space for group work
Reduce noise in the library
More power sockets
Embargo on events in student study areas came into effect until semester end Tannoy system changed to include Irish translation, repetitiveness of announcements reduced Fixed the noisy flapping blinds across the library (LISB2)
PC Desks Floors 1 & 2 & large training room, additional power added to PC desks
|We would like longer opening hours at the weekend
|The Library extended opening hours at the weekend to 07:00 – 24:00hrs for the remainder of the semester.
|Schedule the room booking earlier in the day
|Users can now make a booking 2 days in advance from midday.
Can we borrow from the Makerspace
We introduced a new technology lending service, incl. VR headsets, 360 cameras, vlogging kits, cameras, gimbals and much more.
Two SolidWorks software licences available in the library Makerspace (GL1-035) with thanks to the School of Engineering Assistive technology (C-Reader Pens available in the Makerspace for loan) Assistive technology (iPads available in the Makerspace for loan)
UL Sustainability (reduce single use of cups / bottles
UL Sustainability (reduce energy use)
Early in 2023 the Library recommenced its sustainability programme which strongly encourages use of reusable cups and bottles by readers.
Library actively working with OPW to look at ways of reducing energy consumption in the Library Building. First student/staff energy awareness event held.
|Extend opening hours for exam prep
|Extended weekend opening hours in advance (and during) exams to open the same hours as weekday (07:00 – 24:00hrs).
|Improve access to UL research
|Launched New Research Repository
|Help with managing my data
|Introduced a Research Data Management Libguide
|Could we have some PCs with double monitors
|Some PCs in the Library now have double monitors
|Need more laptops in the library
|Doubled the number of laptops available for borrowing
|We need more e-books
|Increased e-book holdings from 280,000 in 2019 to 470,000 in 2022
|More collections in arts and humanities
|Purchased new primary source digital collections; Gale’s stats papers online, Burney, Perdita manuscripts and the 18th century Drama collections
|In-person help post Covid
|Extended our Peer Advisor service to all semester long to support library users
|Improve access to library training
|Moved classes on line
|Created a library Makerspace
|3D printing please
|Free 3D printing service available in the library
|Can we take out more books at a time
We have increased your number of book loans
|Book fines are too costly
|Library users no longer pay any fines on overdue materials
|Can you extend the loan period on borrowed items?
|You can now borrow a book for the year. It will only be recalled if someone else requests it.
|As a undergraduate, can I use interlibrary loans?
|The Library provides interlibrary loans to all students
|Will the library be extending opening hours coming up to exams?
|The library extended opening hours with the building open from 7 a.m. to midnight during exam time.
|Would it be possible to buy hard copies of Cite it Right in the library?
|The library is back selling the print version of Cite it Right at the Information Desk
|Additional support for researchers in Special Collections & Archives
|Special Collections & Archives launched a suite of new online research guides, highlighting the strengths of its collections in line with 8 key research themes: architecture, the Bolton Library; archival diaries; the Dunraven Papers; estates and family history; literature; military history and the National Dance Archive of Ireland (NDAI)
|Does Special Collection & Archives have a scanner I can use?
|Special Collections & Archives has introduced a ScanTent for scanning loose and bound documents; a convenient means of taking high quality scans with your phone.
|Please could you improve access to academic journals
|The library provides more seamless access to academic journals through use of Browzine and LibKey
|As a postgraduates I need more flexible access to the library and especially to eBooks
Ran a story on Instagram with Q&A enabled, about ebooks, view the story in the library’s highlights after the story expires
We need to know more about Data Management and what systems are available for storage of our research data
|We have produced a Libguide on Research Data Management that includes information on the available storage options for Students and Staff as well as best practice in how to use these efficiently and effectively. We have also created a new Research Data Management series of workshops designed to help researchers understand the diversity of data and their management needs across the research data lifecycle
|Make it easier for me to publish Open Access
|We have signed a number of Open Access publishing deals with major publishers which makes Publishing Open Access more straight forward and at no cost to the researcher
|What services is the library providing during semester 2 and the level 5 restrictions
Rolled out a new Seat Booking System to allow the booking of ‘Essential Use’ Study Seats. Controlled access to the library leads to a safer environment and includes Covid Contact Tracing, if required
Opened additional ‘Essential Use’ study seats to include all years, initially we opened to postgraduate and final year students only.
Extended the Opening Hours to late night and weekend opening, for Essential Use only
Removed the Click & Collect and put in place 30 minute Browse & Borrow session for self-selection of library material
Resumed our Scan & Deliver service - request a digital scan of physical articles or chapters, subject to copyright restrictions
|How can I return my books to the library during Covid?
|We have extended loan periods throughout 2020 and into 2021 so that books on loan are not overdue and we have suspended library fines.
|What supports does the library have for preparing thesis research?
|The library has an online guide called ‘Thesis Preparation’. This guide is a learning resource for students of all faculties at UL. It describes each stage of thesis preparation and highlights library services and resources that are available to students including academic journals, ebooks, SAGE Research Methods videos and referencing software.
What is the library doing to prepare for semester 1, 2020
Implemented reading list service so students could access recommended reading for their courses via Sulis and Moodle
Purchased electronic versions of essential reading and etextbooks in Sulis and Moodle
Scanned printed chapters to create electronic versions in Sulis and Moodle
Introduced seat booking system
Implemented Covid response plan to allow full reopening of library building, included mask mandate, social distancing measures, hand sanitizing and extra cleaning routines
Created electronic videos on what to expect in the new semester and how to use the online library
Introduced CHAT service
We introduced a Virtual Library during the campus closure
New ebooks LibGuide made available to users at https://libguides.ul.ie/newbooks
The library published a new guide on Open Access: How to Find Open Access Resources for Scholarly Work.
Users can now register for EndNote Online from home via the proxy server, and not exclusively from a pc on campus
179+ ebooks added to collections from new subscription to eBook Central
Library workshops and information skills training moved to online delivery
What supports is the library providing during this period of closure?
Can you provide remote access to software to enable online teaching and learning to continue off-site?
|The following software is now available to download remotely: NVIVO and EndNote, SPSS for students & Staff
|Where can I find out about new, recently acquired books added to the library
|We have a guide on the library website where you can find New Books in the Library that have been added to our collection in the last 30 days
|Downloading Endnote is cumbersome and confusing
|EndNote – simplified who has access to the EndNote Software. All staff and students can now download the software to their own personal laptops. They can request this from the information desk.
|Using Endnote can be confusing and its not clear how to get help
|EndNote Support – Increased the amount of support available to Staff & Students.
|“Make information skills training available more regularly so that not everyone is looking for the same thing at the same time.”
|Increased the classes from monthly to fortnightly and included a drop in session at the end of the class for queries. Setup a fortnightly drop in clinic from 4-6pm on Thursdays.
|I’m publishing my work, where can I get an ISBN or DOI
Identifier service – created a procedure whereby staff and students can request DOI’s, ISBNs etc. Central email setup to monitor queries and ensure a prompt reply in the event of staff absences.
Where can I see what workshops are provided by the library
Information Literacy sessions are scheduled and advertised now on a central www.ul.ie/library/events
|Skills training (for researchers and students) – short (three minute or so) explainer videos would be useful for bite sized training
We created new instructional videos created for Information Literacy
|What services does the library provide for postgrads
|New information leaflets created particularly the one for postgrads and Finding a Book
|There are not enough copies of books that everyone in my class needs
|Additional copies of most heavily borrowed (and reserved) books were ordered
I’m not a UL student or staff member, can I access the library’s e-resources
|The new Visitor/Walk-in service was launched in early August. This allows any visitor who has applied online the opportunity to access the library’s e-resources (subject to licence availability).
|Navigating my way around the library can be confusing
|There are now wall-mounted floor plans on each floor of the library and paper floor plans available on leaflet stands and at the Information Desk.
|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
|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
|Some of the wooden doors are banging when they close
|We audited all the doors and logged these to be fixed with Buildings & Estates
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
|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
|Can the Library open earlier in the morning
|The Library opening hours have changed from 08:30 to 07:00
|Faculty would like dedicated bookable spaces
|We created faculty only bookable rooms on floor one of the library extension
|Can I get a USB to use with the book scanner
|Library USB's are for sale at the Information Desk
|Can scanning facilities be improved
|We introduced a book scanner for use in the Library
|The plugs at desks aren't working
|We audited all sockets at study desks and logged these to be fixed with Buildings & Estates.
|I need help with referencing
|We re-ran referencing classes in week 10 of semester 1.
|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.
|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.
|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.
|More space to work in groups
|We added 24 new group rooms to the library's online room booking system.
|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.
|Extend Opening Hours
|We extended opening hours from 8:30 am to midnight Monday to Friday during semester.
|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.
|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.
|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
|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.
|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.
|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
|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.
|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
|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.
|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
|People can login to my library account as it is not secured
|Instigated a login and password on library accounts to ensure data privacy
|So difficult to find things on the old website
|Launched a new, more intuitive user focused library website in January 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.
|Why can't I book somewhere to study online?
|Introduced online group study room booking service
|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.
|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.
|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
|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.
|"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.
|There are no spaces for Postgraduates to study
|We created a Postgraduate Reading Room on floor 1
|There are non-UL students using the library and there is not enough space for UL students
|We installed access control at library entrance
|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
|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
|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.
|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
|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
|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
|Open earlier to facilitate study early in the mornings
|We started opening at 8:00 am leading up to and including exam periods
|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
|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 email@example.com
More information about the survey instrument is available at www.libqual.org.