Quality services: Have Your Say. Future Direction Client Service Charter About the Library Client Survey Survey 2006 Survey 2004 Survey 2002 Ask A Librarian

University of Sydney Library Client Satisfaction Survey 2004 -
Summary of service improvements

Through the 2004 Library Survey over 3,500 library supporters took the opportunity to let the Library know what was important to them, how they thought the Library was performing and what needed improvement. As a result of this feedback Library staff took action to address major issues identified by clients right across the Library system.

Some major improvements are:

Expanded computer facilities

Access Centre in Fisher Library

• There are now over 507 computers available for client use in libraries. This includes a redesigned and expanded Access Centre in Fisher Library. The Access Centre was opened in early 2005 increasing computers numbers on Level 2 of Fisher Library from 46 to 83.
• All equipment in the Fisher Library Assistive Technology Centre has been upgraded to better support clients with a disability.
• Libraries throughout the system now have wireless access installed and all libraries are increasing the number of power points to support laptop users.

Priority access for University of Sydney staff and students

We have introduced passworded access to library computers so that University of Sydney students and staff now have priority. As the Library will continue to support researchers in the wider community, access for library cardholders and other registered users is made available on request.

In 2006 we are working closely with the University ICT Team to enable clients to use their UniKey password to access Library databases from off campus locations rather than a library membership number. One less password to remember!

Easy access to more electronic resources

• The University Library now provides access to over 68,000 e-journal titles and over 300,000 e-books to staff and students. In 2005, over 2.5 million articles were downloaded by clients from the Library collections.
• In the last two years the Library has spent an additional 2.4 million dollars of strategic funding to purchase back issues of significant e-journals from key publishers including Elsevier, Oxford University Press, Springer and Online Journal Archives. Find out more about these e-journal collections.

Increased access to coursework materials and readings

The Library is constantly streamlining processes to make sure students get the information they need, when they need it. This year, additional funds were allocated to purchase new books and resources to support coursework.

The Library is also working with unit coordinators to ensure that one copy of each Unit of Study reader is available in the Library. In addition, we are systematically looking at these readers, and wherever possible, making the articles and books chapters available through the Library's e-Reserve service e-Reserve service.

We have also purchased large collections of electronic books which support both coursework and research activities in a range of subject disciplines. A significant range of legal resources has been added to support cross campus access to online legal materials.

Later this year we will be simplifying loan policies to make them easier to understand and extending the intercampus loan services so books can be transferred to a Library near you.

Missing books replaced

Procedures have been introduced to improve identification and speedy replacement of items reported as missing across all Library collections. The increased numbers of e-books and e-journals also assist us to more effectively manage this issue.

Photocopying and printing

• Extra networked printing facilities will be installed at the Health Sciences and the Medical Libraries during semester two 2006.
• Fisher Library now offers state-of-the-art digital printer/scanners for copying microform materials.

Opening hours

Several libraries have adjusted opening hours to cater for the requirements of clients on campus early in the morning.

• The Medical, Badham and Health Sciences Libraries all now open at 8am during semester.
• School of Physics clients have longer opening hours since the transfer of the Physics collection into the Madsen Library.
• Camden Library has adjusted opening hours based on advice from clients using the Library.
• The East Asian Library collection is now accessible whenever Fisher Library is open.

We are exploring the possibility of making other changes to the opening hours of other sites within available resources.

The consolidation of smaller libraries into larger state-of-the-art facilities, like the SciTech Library and the Law Library (both due to open 2008), will allow extended opening hours and a range of other benefits.

Improved environments and learning spaces

• Medical Library and the Burkitt-Ford Library have two new group study rooms available.
• Madsen Library has additional seating and computer facilities.
• The Rare Books Library, the East Asian Collection and Camden Library have all been refurbished to provide improved learning spaces.
• Air-conditioning has been installed in the Sydney College of the Arts and Burkitt-Ford Libraries.
• Plans for the new SciTech and Law Library include provision for wide range of group and individual study zones.
• Plans for the refurbishment of Fisher Library are underway and will incorporate the design of a diverse range of comfortable and beautiful spaces for clients.

You can email the following library staff if you have any queries about the survey:

• Libby O'Reilly - Director, Health and Medical Libraries
• John Rodwell - Director, Humanities and Social Sciences Libraries
• Su Hanfling - Director, Sciences and Technology Libraries