Posted on May 01, 2021
The Department of Library Services received feedback from users concerning their experience of the online library during the pandemic. The UP library understands that the only way it can improve the user experience is through reaching out to users and receiving feedback constantly. After receiving the results from a survey that was run in October 2020, the UP library reviewed the results and is pleased to communicate its response.
As is evident in this article: online library survey results, many respondents were happy with the services that the library provided online. They also gave rich feedback in response to the question, “What can the library do to improve your online experience?”, which will help library staff stay on top of the game in terms of providing an excellent user experience.
In the feedback received, respondents requested that the library website be made more user friendly and to reduce the numbers of tabs on the website. The library has received this kind of feedback before and, as a result, the library website is currently undergoing a major redesign. UP students and staff were involved in the design process to ensure that the website is made more user-centric and easier to navigate. The new library website will be up and running during the second semester of 2021. Information specialists are also available through the “Chat to a librarian” and “Ask a librarian” services to assist you, should you have challenges navigating the library website. You can also contact your relevant information specialists directly for assistance.
Respondents also requested subscriptions to sources, such as Chinese journals, Ingenta Connect, Osmosis.org, Safari Books, Amboss subscriptions for medical students, Oxford University Press, Cambridge University Press, etc. Did you know that the library allows you to request resources that the library does not subscribe to through interlending? Users can also send subscription recommendations to their information specialists.
There was also discomfort with off-campus access to library resources, as some resources were not accessible off-campus. To access resources off-campus, users need to change their browser settings. To check whether this might be a settings issue, please refer to the Access & Discovery Subject guide. Users are also encouraged to report off-campus access issues to their relevant information specialist and this issue will be addressed.
The library was also requested to fix broken links, as there were many broken links on the website or links that do not lead to the relevant resource. We apologise for the fact that you have experienced broken links. We are actively paying attention to this issue. Our catalogue system supplies an option to report a broken link and you are encouraged to report any broken links via this system. All these queries are tended to by a dedicated staff member. All other broken links may be reported to the relevant information specialist or the Rate Us system managed by the Quality Assurance Office.
In light of the shift from physical to digital resources, respondents requested that the library provide access to more e-books, to allow multiple users simultaneously and allow e-book downloads. Did you know that the library provides access to over 388 000 e-books and is trying to increase access to e-books to as many users as possible? E-book publishers restrict which and how e-books can be accessed. As a library, we do not own our e-books. We can only provide access to their content, which causes numerous problems. The DLS is communicating with faculties and e-book publishers about the complexities of the e-book models. Rest assured, our goal is to ensure greater access to digital offerings.
To improve users’ online experience, the library also needed to update the past exam papers. According to Senate policy, additional copies of examination papers must be submitted to the DLS as soon as possible after examinations. These papers are made available in electronic format in the library catalogue. You can contact your lecturers/departments to send exam papers to [email protected]. The library will also send out reminders to Departments on a bi-annual basis. The Exam Papers Subject guide is also available online where both staff and students can access all relevant information regarding exam papers.
Respondents requested that the library allow users to create a folder or bookmarked area to save the books that are used frequently, instead of searching for them every time a user logs on. Did you know that there is a “My Account” function when using the catalogue, after signing in via the portal? This function allows you to save your searches.
Many respondents also struggled with the process of accessing e-books and journals from the system. This is because each e-book platform is different, and this can be confusing. Please contact your information specialist for personal assistance or attend a virtual training session. You can also consult this tutorial for all the inside tips.
Tutorials, ClickUP pages, “How to” videos, and a training guide for each web section were also requested. Did you know that the “How to” videos are available on our YouTube channel? Tutorials and videos are also available on the library website, under the heading “Training”. More videos will be made available throughout the year. You are also encouraged to attend a virtual training session and get all the inside tips.
Since there were restrictions on the circulation of physical books due to Covid-19 safety regulations, respondents also requested that the library provide access to Study Collection books. Did you know that when the library has more than one copy, the book can be issued overnight? Note that this availability is affected by quarantine time. The library also provides support to all users who require Study Collection material through digitisation. You may request that part of the book be digitised (within copyright regulations). For assistance with book digitisation, follow the following procedure:
As a result of the growing need to digitise physical resources in the library, respondents requested that the library provide quicker access to scanned material. The Digitisation Unit has to adhere to copyright restrictions. Users are requested to send their digitisation requests timeously to allow for the copyright clearance process. All digitised PDF's are normally provided within 48 hours from receipt of the request. Though there are periods of high demand which may affect these hours, the library is trying not to exceed a 48 hour waiting period.
Respondents also asked the library to be quick to respond. We apologise for not responding quickly and for the inconvenience caused by the delay. Our library staff members abide by the UP email etiquette policy and we undertake to be prompt in responding to emails within 48 hours. You may also contact us via these channels:
Should you feel that we do not respond promptly, please direct your query to the Rate Us system, managed by the Quality Assurance Office, where it will receive the attention of the faculty library manager.
The library has developed an improvement plan that will enhance the process of attending to every critique and suggestion received. Some suggestions received are long-term projects that the library will take up with the relevant stakeholders. We aim to improve our service quality by constantly reaching out to our users for feedback to ensure a pleasant experience across all library services.
View the complete feedback to participants here.
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