From February 25 to March 14, 2008, all members of the Bergen Community College community were surveyed by email for their opinions about the Sidney Silverman Library and its services. The survey was a success – with a total of 683 responses from among students, faculty and staff. The survey of 42 questions was basically the same one that was administered in spring 2005, before library renovations took place.
User Comments | Complaints & Actions | Comparing Results from 2005 and 2008
User Comments
Respondents were invited to add comments or suggestions after answering the questions and over 40% of respondents did so, reflecting a strong interest in providing input to the Library. Most of the comments focused on four issues:
1) Overall views of the Library and the renovations are positive.
I don't know what I would do without the library. I think that it’s my second home.
Female student, 23-30, Nursing/Allied Health
The library is an inviting and well maintained place to do research and study. There are many books and information is easily accessible. The staff is reasonably helpful up to their specific knowledge point.
Male student, 23-30, Engineering/Computer Science
The new renovations are wonderful and the staff is always happy to help!
Female student, 18-22, Liberal Arts
Our library must be the envy of all the NJ community colleges!
Male faculty, over 65, Psych/Soc
2) Both pros & cons are expressed about the Library staff.
When I need to go to the library, I know that I will receive the help I need. The employees are very helpful.
Male student, 46-65, Non-Degree
I love the BCC library. I think the staff is terrific. They always help me out when I need it and are very friendly.
Female student, 31-45, Liberal Arts
Very frustrating interacting with the dynamics of the librarian’s way of helping. (Standoffish!)
Male student, 46-65, Nursing/Allied Health
My only issue with the library is sometimes the people aren't very polite when approached. However, there is always someone available and they do help but they do it almost reluctantly.
Female student, 23-30, Liberal Arts
3) Need for better computer availability.
Any time of day, the computers are all taken, and some people are just looking at pictures or on MySpace. This disabled me from doing schoolwork on more than one occasion.
Male student, 18-22, Engineering/Computer Science
Whenever I go into the library and need to use the computer, there are usually none available. It seems many people just hang out on the computers just to pass time, with the people needing the computers for academic purposes left waiting. Either more computers are needed or some other solution needs to be brought up.
Female student, 23-30, Liberal Arts
4) Need for better noise control.
Please ban all cell phone use in the Library. It causes a great distraction when trying to concentrate.
Male student, 18-22, Natural Sciences/Math
The most disturbing thing in the library is the noise. People are talking loudly and creating an environment that is very hard to study in. I think that the duty of the library staff is to ask them to be quiet. Thank you.
Female student, 23-30, Natural Sciences/Math
Complaints & Actions
In response to issues and concerns expressed in the survey, please note that actions are being considered, taken, or were already underway in these areas –
Library Resources | Library Facilities | Library Staff | Computers & Systems
Library Resources
Complaint: Need help using library databases, finding reserve items, using e-reserves or working in the Library website.
Response: Please take advantage of our Library 1 on 1 Service (http://www.bergen.edu/library/news/oneonone.pdf). We have staff available all day and evening to help you. Let us know if there is a particular database you need help with or if you need help using them at home. Ask for reserve items at the Service Desk. We are revising our webpages, so please send your comments to Mark Thompson, Assistant Director for Patron Information Services, mthompson@bergen.edu.
Complaint: Need more: audio-visual material, including current videos; general fiction; e-books; learning guides and workbooks that go along with the textbooks.
Response: In addition to the small collection of popular fiction on the Main Floor, we have many others as part of our regular collection; ask us to help you find them. Our collections are intended to support the curriculum, so a better source of popular videos and fiction can be found in public libraries. We do not purchase any workbooks or other items that are intended to be written in. We always welcome purchase suggestions: send email to E. Sirianni, Collections Development Librarian, at esirianni@bergen.edu
Library Facilities -- The Library renovations have improved the building, but there are still some issues to address.
Complaints: Temperature problems—library is too hot and stuffy; need more air circulation. Regular cleanliness—the tables and bathrooms are not kept clean. There is no mailbox drop-off point in the Library.
Response: We have some of the same concerns; we will work with College facility management to address these issues.
Complaint: Need more copiers; copy card system is a hassle; need change/cash machines; and need better upkeep.
Response: Please use the new hotline phone in the Copy Room to alert us of any problems. We are currently looking into other copier options to expand capability.
Complaint: Need to open earlier (at least 7:30am) or later (after 10:30pm).
Response: During past semesters, we have expanded to 11:30pm during the next-to-last week of the semester to help evening students as they complete papers or study for finals. At this time, we do not have plans to open earlier.
Complaint: Still too much noise…especially from groups and cell phones.
Response: The Upper Floor is reserved for Silent/Individual Study. Please alert the Reference Desk on the Main Floor about problems, or see Pat Denholm, Library Director, in Room L216.
Complaint: Need more group study areas.
Response: The entire Main Floor has been set aside for group study; we are unable to expand space at this time.
Library Staff
Complaint: Library staff is not consistently helpful and courteous. Some are unfriendly or even rude.
Response: We will be focusing on customer service issues this year and advise all students with complaints to call or email Pat Denholm, Library Director (201-447-7130; pdenholm@bergen.edu) or Mark Thompson, Assistant Director for Patron Information Services (201-447-7447; mthompson@bergen.edu).
Complaint: Staff needs to enforce rules on eating, talking, cell phones, and groups.
Response: See above.
Complaint: You need more available staff, especially on the Upper Floor.
Response: We will expand Upper Floor staffing in the fall semester.
Complaint: Need more technical help.
Response: Talk to a Student Technical Consultant (STC) on the Main Floor of the library or in one of the Open Labs, who will assist you with any computer/printer problem, or ask one of the Librarians at the Reference Desk.
Computers & Systems
Complaints: Too many students are using computers for non-academic purposes, such as email or MySpace, so I cannot use them. Not enough computers are available.
Response: The Library underwent a major renovation and we doubled the number of computers in the Library, plus incorporated two College open labs in Rooms L222 and L309 with an additional 48 computers. As part of renovations, wireless access for laptop users was expanded. During the last three weeks of the Fall & Spring semester, the Library instruction classrooms are opened for student use.
Complaint: Need help with laptops – more electrical outlets; better reception; and troubleshooting connection problems.
Response: We are not able to expand electrical outlets at this time. Please report reception/connection problems to the STCs or staff in the Media Center.
Complaint: Need more computers that have paralegal programs on them.
Response: See our description of where to find access to these legal programs [ http://bccssl.wordpress.com/category/legal-programs/ ]
Complaint: Can’t find the special software or hardware I need. And do you still have headphones?
Response: Because of licensing requirements, access to special software is restricted to College open labs. Ask the STCs; they can find out if we have the software and where it is. Starting in the fall, we are no longer supplying headphones.
Comparing Results from 2005 and 2008
- Library usage was high and moved even higher! -- 68% of respondents come to the library daily/weekly; and 53% use the Library website daily/weekly.
- Increased from 2005 survey: in-library 55% / web 47%
- Overall satisfaction remains high. -- On the 1 (low) to 9 (high) scale, the average response showed they were satisfied with:
- The way I am treated at the Library = 7.50
- The overall quality of the service provided in the Library = 7.43
- Library support for my learning, research, and/or teaching needs = 7.30
- AND all of these numbers increased from 2005
- Library instruction proves useful. -- Teaching information literacy has an impact on our students! They rate us:
- Teaching me how to locate, evaluate, and use information=7.50
- Provides me with the information skills I need in my work or study=7.09
- Enables me to be more efficient in my academic pursuits or work=7.12
- AND this impacts many – in just one semester (Fall 2007), 5,240 students attended our library instruction sessions!
- The Library is perceived as satisfactory on 21 of 22 core customer satisfaction issues and:
- Moved higher in 2008, across all three service dimensions;
- Improved significantly in “Library as Place,” as compared to before renovations; and
- Users rate us above the community college national norms on all three dimensions for perceived levels of service.
We'd like to thank all the faculty, staff and students who took the time to respond to the survey; as a result of your participation, we can better identify areas where we can focus on improving services. At any time, please feel free to contact me at 201-447-7130 or email me at pdenholm@bergen.edu or stop by my office, L-216.
Pat Denholm, Library Director, June 2008
