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Leatherby Libraries Survey

Chapman University’s Leatherby Libraries Services Survey was launched in the Spring Semester 2008 and was accessible from April 15–30, 2008.  This online survey was developed by the Leatherby Libraries staff to gather information in order to improve the effectiveness and quality of public services and increase user satisfaction.  Specifically, the survey focused on the following service areas: Reference, Circulation/Reserves, Interlibrary Loan, and Building/Technology. In addition to identifying areas of strengths, areas for improvement, and identifying user needs, the survey was designed to gather data that could serve as a baseline for future comparison. Click here to view the results of the survey.

The students, faculty, staff and administrators who participated in this survey offered their perspectives on how to improve services within the Leatherby Libraries. We, in the Leatherby Libraries, thought it was important to take these comments seriously and critically reflect on each one of them in order to make improvements for the benefit of our Chapman University community.

Here are some representative examples of service areas that we addressed based on the feedback we received in this most recent survey:

  • Increased the number of computers in the library on floors 1, 2 and 3
  • Added Microsoft Office on all computers on floors 1, 2 and 3
  • Added FAX services available at the Circulation Desk ($1 per page outgoing/$.50 per page incoming)
  • Added a change machine and a declining balance charging station in the Rotunda
  • Implemented a new reservation service for the multi-media rooms
  • Increased library building hours during the last two weeks of the Fall and Spring semesters
  • Increased the weekend Reference Desk hours by 25%
  • Increased number of interlibrary loan requests for graduate students from 25 to 40 (60% increase) due to the nature of graduate research
  • Interlibrary loan items are now available for pick up during the hours the library is open
  • Increased audio-visual checkout for students by 40% from 5 days with two renewals to 7 days with two renewals
  • Improved communication process to individuals requesting searches for missing items
  • Proposed to Office of Information Systems & Technology a plan to add color printing capabilities in the copy alcoves

In addition, it is important to communicate to our Chapman University community that institutional surveys conducted over the past few years through the Chapman’s Institutional Research Office (CIRO) have shown that the Leatherby Libraries has improved its services and overall satisfaction.

Student Perceptions of Leatherby Libraries

 

 

 

 

 

 

College Senior Survey

 

2003

2004

2005

2006

2007

 

 

 

 

 

 

Library Facilities Satisfaction*

31.6%

31.7%

79.8%

84.5%

86.1%

Used the Library for Research or Homework^

-

-

53.5%

59.6%

71.0%

 

 

 

 

 

 

 

Noel-Levitz Student Satisfaction Inventory Survey

 

1995

2002

2004

2006

2008

Importance

 

 

 

 

 

Library staff are helpful and approachable.

6.03

5.71

5.70

5.70

5.62  

Library resources and services are adequate.

6.40

6.19

6.28

6.33

6.28  

 

 

 

 

 

 

Satisfaction

 

 

 

 

 

Library staff are helpful and approachable.

4.82

5.05

5.50

5.64

 5.70

Library resources and services are adequate.

3.48

4.02

4.86

5.38

 5.66

 

 

 

 

 

 

* Students indicating "very satisfied" or "satisfied"

 

 

 

 

 

^ Students indicating "frequently"

 

 

 

 

 

Rating scale on the Noel-Levitz SSI is 1 = not important at all to 7 = very important.

Source: Chapman Institutional Research Office

A heartfelt thank you goes out to the members of the original Survey Committee for their dedication and willingness to assess our public services and to see this project through to its conclusion. This includes Dan Hoyte, Stacy Russo, Claudia Horn, Eddie Sauceda, Gina Wilkinson, Brett Fisher and Kevin Ross.

The Leatherby Libraries would finally like to extend a very special thank you to Marisol Arredondo, Director of Institutional Research, and her colleagues in both Chapman’s Institutional Research Office and the Chancellor’s office who took their time to analyze the data and who provided endless professional and reflective input to this project. This survey could not have been successful without you.



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