Universiteit Leiden

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A score of 7.5 for the Library

In November 2016 we conducted our third satisfaction survey among students and staff at the University. As a whole, the Library scored 7.5 - a good result.

General

In November 2016 we conducted our third satisfaction survey among students and staff at the University. The survey had a response rate of over 15%; half of the respondents also included open comments in their response. The data from the survey gives us a good idea of what people currently think of the Library.

As a whole, the Library scored 7.5 - a good result. In general, users are satisfied with the service provided by the Library, and they are very happy with the level of helpfulness of the Library staff. Nonetheless, there are some areas where there is room for improvement.  

Too busy

The main bottleneck is that there are too few workplaces in the UB and the Law Library during exam periods. This is a problem shared by university libraries throughout the country: everywhere students are having to fight for a place.  The university libraries are trying out all kinds of  systems to alleviate the problem, from ‘parking discs’ to removing personal items left behind to reserve a workplace. The experience so far is that none of these methods works. In Leiden, too, we are trying to manage the periods of peak occupation.  Since the start of 2017 we have 150 new study places in the Wijnhaven building in The Hague, and since 20 March a further 150 work places  in the Asian Library. However, the other side of the coin is that we have lost the 100 work places in the Arsenaal. We are looking at possibilities for restricting access to the University Library during exam periods to only staff and students of the University, and discussions are also taking place with the Faculty Board of the Law School about access to the Law Library.   

Collections

The level of satisfaction with some areas of the collections, in the Law Library in particular, has gone down. The Board of the Law School has since agreed an additional structural increase in the budget of € 25,000 to address the problems with the collection.  We are also seeing an increasing demand for e-books across all sectors. Where possible, we will try to meet this demand.

Catalogue

A final area where satisfaction has gone down is the catalogue. There were a lot of complaints about broken links and having to make too many clicks to get to the full text of publications. We are working hard on improving these issues. The number of complaints we receive about broken links has since reduced dramatically. We are also looking at how we can reduce the number of steps in the click process.  This is not an easy issue to resolve because access to articles is in many instances provided by external parties (publishers) rather than by us. We are doing all we can to improve the situation.

As promised, an iPad and a number of cinema vouchers were distributed among the respondents.