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Monash University Library users more satisfied

17 August 2005  

The results of the user survey conducted by the Monash University Library have indicated a significant increase in user satisfaction.

A majority of survey participants thought the library was performing well, with the highest level of satisfaction being recorded for services provided by library staff. The most improved area was the library's level of communication with users regarding services and collections.

A key area identified as needing improvement was the number of workstations available for use.

University Librarian Ms Cathrine Harboe-Ree said the results would be used to guide library planning and improvements to facilities and services.

"The results confirm that we have been focusing our efforts in the right areas," Ms Harboe-Ree said. "The comments and findings will guide us into the future as we plan a series of refurbishments in branches and major improvements to facilities and services."

The 2005 online survey yielded 4133 responses and measured customer satisfaction and performance in several key areas.

Respondents were asked to consider 38 statements and rate each in terms of importance to them and how they thought the library was performing in that area.

Overall, 39 university libraries in Australia and New Zealand participated in the survey conducted from 9 to 23 May by the Rodski Behavioural Research Group.

The next Library Users' Survey will be held in 2007.

Results of the 2005 survey can viewed in detail at the library website at www.lib.monash.edu/reports/survey-customer/2005/.