Media User Survey 2009 Results

Media User Survey 2009 : Results

The Library conducted the first Media and Microforms User Survey in spring 2009 (March 30 to April 30 2009), using a brief online questionnaire with free-text comments.

This was the first qualitative survey to have been carried out on Media Resources. It was conducted to learn about users perceptions of service quality, collections, and facilities and find where we could improve.

573 valid responses were collected from students, staff, faculty, and others.

The charts show that Library users were extremely satisfied with Media Resources' services, but less so with the collections.

The comments and response address the most common concerns that Library users expressed using the free-text comments.

Charts of Results

Respondents' Status

Frequency of Use

Media Hours are Suitable

Media Staff are Friendly and Helpful

Media Has Music I want to Listen to

Media Has Videos I Want to Watch

Comments and Response

23.2% of the survey takers (133) gave us written feed-back. The comments fell into these main areas:

Collections: Substance - 44 comments
Collections: Format - 22 comments
Facilities: Media and Discussion Rooms - 11 comments
Services: Hours - 5 comments
Services: Loan Rule - 5 comments
Services: Improve Promotional Activities 5 comments
Services: Microforms - 3 comments
Compliments and Praise: - 25 comments

CATEGORY	EXAMPLES OF COMMENTS	LIBRARY RESPONSES
Collections - Substance	"Should buy more films and documentaries" "I wish that Media can acquire more DVDs on classical music performance, vocal performance, and award winning movies." "Buy a wider variety of videos"	Documentaries The Library acquires documentaries on an ongoing basis, from popular producers like PBS and the BBC, and less well known distributors. Sometimes wonderful shows on television are not made available on DVD for many months after their initial broadcasts. Other time, the Library must wait until a distributor has the rights to sell to institutions in Hong Kong. The Library welcomes suggestions for more purchase; you may email to lbcoll@ust.hk or use the Suggest a Purchase form. Movies The Library acquires award winning movies on an on-going basis. However, because it is better for the collection for the material to be Region 3 coded and with Chinese subtitles, there is sometimes a significant gap in time between a movie's release in a cinema, and its legal distribution in Hong Kong. For example, the French film Entre les Murs (English name: The Class) won the Golden Palm at the 2008 Cannes Film Festival, but only became available in Hong Kong in 2009. The winner of the "Grand Prix" in the same Festival was not yet available in Hong Kong as of August 2009 with a region 3 coding and Chinese subtitles. The Library's collection policy for films is that they be award winning, be of historic, artistic, or cultural note; or that they support the teaching mission. Thus, some popular films may not be purchased for the collection. Music The bulk of the music collection is Western Art Music (also known as "Classical", including Baroque, Romantic, and Early Music, also Opera and ballet music), Jazz, World Music, Chinese Opera, and representative examples of "pop" music. Its primary purpose is to support continuing education and teaching, especially those music courses taught at the university. This is why a lot of recent "pop" music is not available in the collection. Recent material Since the collection has been growing for about 18 years, it is natural that "older" material should outnumber "recent". To see what is new, you may use any of these methods: New Acquisitions - This list is updated once a week. Select "Media" to see the latest arrivals. New Media RSS feed - You can subscribe to this list and a weekly list of what is new will be available to you. Media Items on Order - This RSS feed allows you to see what is on order.
Collections - Format	"There are few DVDs which are more compatible with computers than VHS" "Some titles only appear as videos. They should be converted to DVD since most people now have DVD players" "If had any equipment for transferring from VHS to DVD or VCD, it'll be better."	These commenters are concerned that the bulk of the collection is still on VHS. The Library began to acquire DVDs in 2000-01. It was not until 2003-04 that many suppliers began to offer DVD instead of VHS and the Library began to collect it in earnest. By 2004-05, more than 85% of all the Media purchases were DVD. In the past two years, the Library has purchased 2,362 DVDs and 3 VHS. That still leaves tens of thousands of VHS in the collection (which has been growing since the early 1990s). Legally, the Library cannot simply take every VHS in its collection and put it onto DVD. Instead, the Library would need to purchase new copies in the new format. This is not as easy as it might seem. Besides the issue of funding (using current funds to purchase material the Library already owns), some items on VHS or LD have not been released on DVD. For the time being, the Library purchases replacement DVDs of VHS on request of faculty who need certain titles, or as VHS get worn out. If the Library receives funding for a wholesale replacement project, then things might move more quickly. In the meantime, to make it easier to find DVDs, you can view a list of all the DVDs in the collection. It is updated as soon as a new item becomes available.
Facilities - Media and Discussion Rooms	"It is better if more media rooms are provided." "Should be some sofas in the media rooms"	The desire for more Media and Discussion rooms is similar to the overall desire of students for more bookable study and discussion rooms. The Library hopes that the IC expansion will help to satisfy the ever-increasing desire for more bookable collaboration and study space. In summer 2009, the Library added soft seating (sofa and arm chairs) to Media and Discussion Room 2, as a pilot. Before the fall semester, a table will be added to Room 4; and after seeing user response, soft seating will likely be added to Room 3.
Services - Hours	"I sometimes wish they would stay open later, but I think as long as you can watch videos late it is okay."	Starting in September 2009, the Media Counter will extend the hours to 9pm on weekdays and 7pm on weekends during the regular semester.
Services - Loan Rules	"I think the charge for overdue is too high" "The 1 week borrowing period is too short. The recent renewal policy is a real improvement. Thank you! "	In Spring 2009, the Library started to allow renewals of Media Resources. This has proven to be popular, and should also help cut-down on the number of fines. The fine rates are based on serious delay in returning. They work to encourage people to return videos and music promptly, so others can use them too.
Services - Improve Promotional Activities	"Media resources had better be more advertised and added the new materials."	In addition to the online information on new arrivals, the Library has started to promote recent arrivals on the G/F board next to the lift. The Library would also like to hear your ideas on activities and promotions to help explore and enjoy the Media collection. Email us your ideas! New Acquisitions New Media RSS feed Media Items on Order RSS Feed
Services - Microforms	"The microforms are a bit difficult to use at first. More instructions or demonstration video should be put online."	It is true that using the microform collection can have a steep learning curve. To help, the Library provides: On the spot help by Library staff and student helpers during Media Counter hours. Microforms workshops every semester, teaching how to find, scan and print microforms. We plan to create a short microform instruction video, to be made available on the web, with a short-cut on the Microform scanner computers.
Compliments and Praise	"The richness of media is better than some other universities' library". "I like the media resources in UST and always find something new and interesting there." "Media Resources are useful for my study and they are very convenient for students"	We are grateful that so many people felt moved to write positive comments about the Media Resources service, collection, and facilities. We do not take this praise for granted, but will work to maintain and improve Media Resources.