Do surveys make a difference?  

From the 2009 LIBQUAL+TM survey the general view of the Library services at the University of Ulster was positive.

Overall, the Library attitude, behaviour, knowledge and skill of library staff members and their willingness to help more than exceed your minimum expectations.

You were generally satisfied with access to quality information. with access to quality information. However some issues were raised and are listed below, with the Library response.


You said Our response
I need more guidance in finding information.
  • Members of staff are available at the Information Points in the LRCs to assist you
  • Ongoing training is provided to staff
  • Online induction and information skills modules have been updated to enable you to search independently for information
  • Subject web pages are provided in you subject area and are updated regularly
  • Self-help guides including checklists and subject-specific guides are available both online and in the LRCs in display stands
  • Subject librarians are available to help you find information in your subject
  • Information skills classes are provided to all subjects. Please contact your subject librarian if you have not been invited to a class.
There are not enough books in my subject area. We continually review our book and journal collection and have been buying more up-to-date books in heavily-used subject areas. The collection is reviewed on an ongoing basis
I need more electronic resources. The number of full text electronic resources, e-books and e-journals has increased in all subject areas. This is in response to your requests and in keeping with the Library's Collections and Information Access Policy. In addition some journal articles and book chapters are now available as scanned items on readings lists accessible in WebCT.
There are not enough PCs in the LRCs and software needs updating
  • The number of PCs was substantially increased in the four LRCs.
  • In addition, comprehensive wireless access has been provided throughout the LRCs.
  • All PCs had software updated during 2010
There is too much noise in the LRCs Zoning exists in the four LRCs with the provision of quiet study areas in the reading rooms and quiet study rooms. Elsewhere a certain level of noise is acceptable. The situation continues to be monitored on an ongoing basis.


  In response to some specific comments on the 2009 survey we will
It’s too noisy Enforce eating, drinking and noise restrictions in all areas of the LRCs.
Machines often don’t work Work with IT staff to ensure that faulty computers are fixed promptly and endeavour to keep all photocopiers in service
I wasn’t happy with the service I received Continue to invest in staff training and development to maintain a high class library service
We need more group study rooms, more flexibility in booking rooms, more sockets for laptops. Set up focus groups to examine other specific areas of provision.

Find out more about the survey at Ulster, on our frequently asked questions page.

For more information about LIBQUAL+TM, visit the LIBQUAL+TM  website.