In the winter term of 2016, the University of Toronto Libraries (UTL) gathered user feedback using LibQUAL, a standardized survey developed by the Association of Research Libraries. This anonymous web-based survey asked users to rate various library functions to indicate the minimum level of service they’re willing to accept, the perceived or current level of service and their desired level of service. In addition to these ratings, survey respondents had the opportunity to provide additional comments and 293 (out of 753) respondents chose to do so.
The page below highlights some of these comments and summarizes initiatives undertaken by the libraries to address them. Please address questions about the survey and results to Klara Maidenberg, Assessment Librarian, at: klara.maidenberg@utoronto.ca
The Libraries are grateful to all library users for taking the time to provide feedback through LibQUAL and other channels.
Catalogue search results
"Please accept a wider match for Journal names rather than being very strict. For example Journal of Clinical Investigations or ...Investigation should give the same result. Some of the well-known acronyms JEM (Journal of Experimental Medicine) should be acceptable just like ATVB or PNAS are." - Faculty
"The catalogue is frustrating to use. If I search for a book by title, I think it isn't available because it doesn't come up first in the list. Why is it so far down in the list and why does a title search retrieve irrelevant material?" - Graduate
Over the last year our ITS team has been working on improving journal title search results. Based on user and staff feedback, we were able to improve the relevancy ranking for known journal title searches, and plan do additional work on other known search problems over the summer of 2017. Your feedback is crucial to helping us pinpoint the issues so that we can continue to improve our website.
- Judith Logan, User Services Librarian, User Services, Robarts Library / Information Technology Services
Library website
"The library should really focus on the website, which is poorly designed and hard to parse. When I type in the name of a journal, I shouldn't then have to randomly click on a list of potential resources, with limited information on the screen to help guide my choice"
"On-line navigation could be improved as there is so much out there it can be very confusing." - Graduate
Since the roll-out of the University of Toronto's website in 2015, we have developed a practice of iterative improvement based on usage, traffic, user and staff feedback, and surveys. The Library has recently launched a search for a new Library Services Platform, which will bring our various back-end services into one system and should improve consistency and usability of online library services.
Up next, we have some planned improvements to navigation and search results to be implemented over the summer 2017.
- Lisa Gayhart, User Experience Librarian, University of Toronto Libraries
Access to electronic content
"Sometimes finding an online article using the catalogue is frustrating. There will be a link for the article, but when I click that link the article will be unavailable. I also wish there was a way of distinguishing between a review of an article, and the actual article. It is annoying to filter through dozens of reviews in order to find the actual article." - Undergraduate
This spring, the UTL web team did a complete redesign of our link resolver page, which connects users to journals and ebooks when the vendor has not provided us with a direct link. Since the implementation of these changes, we have already seen a substantial drop in the time spent on this page.
- Lisa Gayhart, User Experience Librarian, University of Toronto Libraries
Responsiveness to feedback
"I have got no replies/ acknowledgement at all when querying by email about inability to access a major journal due to, as if turned out, inefficient renewal of the subscription, so I suspect you are understaffed. It would be sad if your staff is not trained to the level of basic courtesy." - Staff
“Have often requested the library to purchase books, and have asked that I be informed when these arrive. Never have I been given this information. Would like greater consideration when requests are made for important online databases necessary in my field in the humanities, which often seems under-served when compared with other disciplines.” - Faculty
We're sorry that in the past it has felt like your feedback has not been heard! Your opinion is important to helping us shape our services and collections. We have been working over the last year to assess our current channels of communication and will be implementing improvements over the coming year.
- Kyla Everall, User Services Librarian, University of Toronto Libraries
Electronic Privacy Policy
"The library also needs to think seriously about reader privacy in this electronic age. With whom is data about page clicks being shared if we are using external e-service providers, and/or embedded scripts " - Faculty
Our privacy policy, below, covers UTL sites that we actively manage, but not third party vendors. Personal information collected is not shared with any service provider or even outside the department that has collected it. Non-personal information, such as page clicks on UTL web sites, is collected by Google on our behalf due to our use of Google Analytics to optimize the web experience for library users. Usage data is shared with Google, the Ask a Librarian vendor, and all of our collections vendors.
However, we do not use cookies to collect detailed, individual data as users travel through our websites. This means we cannot create a picture of one person, what they have used, where they are coming from, or where they are going. We do not target users or demographics with advertising, outreach, or personalization. Third-party vendors may use cookies to track users.
University of Toronto Libraries Privacy Policy:
We only collect personal information if you knowingly provide it to us. For example, when you request a service or give feedback through an online form that requires your personal information, we only use this information to respond to your questions or provide you with requested services.
Personal information that you provide in order to use any University of Toronto Libraries services will be protected in accordance with FIPPA, the Freedom of Information and Protection of Privacy Act. We will not disclose any personal data we collect from you to any party in a manner that would identify you, except to fulfill your service request or where required by law. Learn more about FIPPA and its application at the University of Toronto.
We will never share your information with a third party without your consent or use it for commercial marketing purposes.
If we become aware of a breach of your privacy, we will notify you immediately either directly or through online communication channels.
Read more about data collection and privacy at the University of Toronto Libraries
Limits on concurrent use of electronic content
"Sometimes I do have problems with accessing Medline or Embase due to too many users on the server (maybe more licences are needed). " - Undergraduate
Some of the databases we license are very expensive. To optimize spending of the library's budget, we sometimes select a subscription that limits the number of concurrent users. In the case of Embase, this means we share seats with the other medical schools in Ontario. At times the use of the database is heavier than others and our patrons may experience limited access. If you are frequently unable to enter a specific database because all available seats are taken, please let the appropriate subject selector know.
-
Gail Nichol, Health Sciences Selector, Collection Development Department
Promotion of library services
"Areas I think the library can improve upon is increasing awareness to some of the services the library offers." -Graduate
"Although we do know that the library has resources available to us, sometimes we forget that. I think the library needs to put themselves out more (emphasize them in courses) so that we remember to use them." -Undergraduate
Thank you for these excellent suggestions. We are always trying to increase awareness of our services and resources. Over the past few years we have increased our social media presence in an effort to reach more of the U of T community. Connect with us on Twitter and Instagram @uoftlibraries. We also use more traditional promotional methods such as print posters and our website.
As well, we reach out via student and faculty newsletters, individually to faculty via our team of over 100 subject liaison librarians, and individually to first-year students via our Personal Librarian program through which all incoming students are directly linked with a librarian. We encourage all students and faculty to book an appointment with a librarian through our one-on-one consultation service. We also encourage faculty to connect with their liaison librarian, their first point of contact for library support of any kind.
Digitization of library books
"As a long distance user, accessing digital forms of books would be a wonderful addition to the library. I mostly rely upon journals and google books for my research. Perhaps this is already happening now?" -Graduate
The University of Toronto Libraries has a vast ebook collection that continues to grow. The percentage of our $32 million annual collections budget spent on electronic books and journals continues to increase each year. Approximately 65% of this budget was spent on electronic resources last year, including over 1.8 million e-books and 167,000 e-journals representing millions of journal articles.You can find more information on how ebooks work here. A list of our available ebook collections and platforms is also available. For assistance accessing our ebooks, please feel free to get in touch.
"it should be possible to fully access every book/article on the computer so that we can launch content based search, query the database for books of similar content and more." - Graduate
Unfortunately, due to copyright and licensing restrictions with vendors, as well as technological restrictions across content platforms, it is not possible for every book and article to be made available electronically in full-text through the library catalogue. Whenever possible U of T endeavours to provide full-text electronic access.
Making course readings available in Blackboard
"I recently heard that I can get the library to help me make readings available through Blackboard. Knowing more about that would be helpful." - Faculty
This Libraries' Syllabus Service can help you to do exactly this. We can help you make your readings available in the Library Course Reserves module on Blackboard. This is a single list of your assigned course materials that makes it easy for students to access articles, ebooks, chapter/excerpts, web links, and media resources in one place.
- Stephanie Orfano, Acting Head, Copyright and Scholarly Communications Office, U of T Libraries
Improved search for non-English texts
"The library catalog is also not user-friendly when it comes to non-English texts, especially transliteration from Slavic languages." - Graduate
The Libraries are aware of the challenges in discovering materials in foreign languages, especially those originally catalogued in Cyrillic. Efforts are underway to improve the discoverability of these materials. Library staff with foreign-language expertise are working with the Library IT team to improve the ability of our discovery layer to interpret and properly respond to searches for these materials. Parallel catalogue records with Romanized characters are also brought in where they are available, to further enhance the effectiveness of the search. Users conducting research in Slavic and Eastern European Studies may find the search tips on this guide helpful.
Loan periods
" Limited renewal times for withdrawn books that aren't recalled doesn't make sense from a usability standpoint." - Graduate
"It would be great if the renew limit on the books can be removed for graduate students, it is inconvenient to keep going to the library to return and checkout the same book when the renew limit is reached." - Graduate
Thank you for these suggestions. We have taken these concerns forward and are working through how to implement new policies as broadly as possible in our complex system of 44 libraries.
Study Space
"There is not enough space to study in the library, and the noise level is not conducive to my learning." - Undergraduate
"Please add more silence spaces in libraries." - Graduate
"Difficult to book study rooms, maybe the demand is too high but it's hard to always plan 2 weeks in advance to book. It would be great too if more rooms were equipped with equipment to practice presentations." - Graduate
"Too little overnight spaces!!! Especially during exam period." - Undergraduate
"More study spaces/desks :)" -Graduate
"Would be nice to have more spaces available in the library; hard to find a spot in fall terms" -Graduate
"Library space for students is so important. Most times libraries are full and it's difficult to find a quiet place to work. Please create more spaces for students in libraries. " - Graduate
A major expansion of the University of Toronto’s Robarts Library will start to take shape this summer, thanks to a transformational gift from Drs. Russell and Katherine Morrison.
The five-storey structure will add 1,200 new work and study spaces to Robarts Library. The new building, which will be open during the overnight hours, will be flooded with natural light, making the overall environment more inviting, accessible and productive for students.
The revitalization was conceived to provide Robarts Library users with improved facilities which allow them to conduct rigorous research and excel in their studies. The extraordinary philanthropy of Drs. Russell and Katherine Morrison, along with the generosity of over 1,000 individual donors, has allowed us to achieve this goal at last.
In the fall of 2019, we will welcome our incoming students into an inviting new space filled with natural light, ample workspace, comfortable seating and full internet connectivity.
Family study space
"UofT libraries should provide special study spaces for students with children. I have seen this in multiple university libraries and for a world-class university as UofT this should be a manageable task. " - Graduate
Through the inaugural Chief Librarian's Innovation Grant, funding has been allocated for the creation of family friendly study space at UTL. This space will include workstations, a play area, and a private nursing area so that students with children of all ages can more comfortably access library resources and facilities.
- Jesse Carliner, Communications Librarian, Office of the Chief Librarian, University of Toronto Libraries & Kyla Everall, User Services Librarian
Scan and deliver service
"My favourite service at Kelly library is the one where you can email to get pdf copies of print articles. I highly recommend it for all libraries! I don't know where I'd be without it" - Graduate
Good news! The Gerstein, Robarts and UTM libraries are piloting just such a service. University of Toronto faculty, graduate students and staff may use the Scan and Deliver service to request articles from print journals shelved at these libraries to be scanned and delivered to their desktops via email. Information about submitting a request can be found on the Scan & Deliver information page.
- Susan Stone, Coordinator, Resource Sharing, Robarts Library
Wifi
"Sometimes, the wifi disconnects temporarily. The frequency of disconnection has increased more than before. Please check about it." - Undergraduate
A survey of Robarts Library users was conducted in the fall of 2016 to identify wifi trouble spots in the building. The University, which administers wifi on the St. George campus, subsequently engaged a professional firm to conduct a comprehensive survey of wifi capacity, load, issues, and architecture in the building. A comprehensive upgrade will be conducted in the summer of 2017 to address the issues identified through this work.
More information
- Survey FAQ
- Results from the 2010 and 2013 surveys of St. George affiliated users
- Results from the 2013 Survey of UTSC affiliated users
Questions?
St. George affiliated users: libqual.utl@utoronto.ca
UTM affiliated users: libqual-utm-l@listserv.utoronto.ca
UTSC affiliated users: matthew.gertler@utoronto.ca