The survey contained 4 open-end questions, and a total of 735 comments from respondents were received. The following is a summary of the comments and the Library’s responses.

A. Physical Space and Environment
B. Library Resources
C. Services and Facilities
D. Instruction and Consultation

A. Physical Space and Environment
 

Users’ Comments: Extend Opening Hours/Overnight Access Area

• Allow more space as 24hrs use. Sometimes there are no spaces left to sit at night.
• More 24h study areas. Whenever I go to the 24h study area, it's crowded and has no place to study.

Library’s Responses:

• The Library opened the Late Reading Room and the Computer Room 1 in December 2021 for overnight study and access to High Use Books and computing facilities.
• In March 2023, the overnight access area was extended to Computer Room 2. In total, we have been providing over 130 seats for users.
• To better serve the diverse learning needs of our users, the study area offers a wide range of resources and equipment, including Public PCs, iMacs, notebook computers, Library-Use-Only Database Workstations, Special Educational Needs (SEN) equipment, Colour and B&W Multi-Function Printers (MFP).
• The provision of the overnight access area should be able to fulfil the different needs of our users in addition to the regular opening hours.
• The Library will continue to monitor the usage against the access policy and the manpower to provide an optimal balance between the regular opening hours and overnight access.

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Users’ Comments: Many locations in the Library were too cold

• The air conditioner is too cold, and no need to be that cold during the winter.
• Higher room temperature since it is freezing 2 hours after staying in the library.

Library’s Responses:

• The air conditioning systems were redesigned for 1/F, M/F and 3/F. More time is needed for us to review and optimize the settings.
• The Library conducts regular checks of the temperature in different locations throughout the Library. If any issues are identified, relevant sections and Departments, such as the Facilities Management Department (FMD) of the Office of Comptroller (CO), will be informed for follow-up actions.

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Users’ Comments: Improve the Library environment (e.g. cleanliness and quietness)

• Sometimes the toilets in the library are not so clean.
• Some spoke loudly in the library, hoping this would not happen anymore.
• Construction noises are pretty disturbing.
• The auto entrance door is too noisy.

Library’s Responses:

• While all Library users have the responsibility to keep the Library clean, the Library conducts regular cleaning of the washrooms and reports to the FMD if ad-hoc cleaning is required. To help us maintain a clean and quiet study environment, only bottled water is allowed in the Library. Please do not leave your belongings unattended for seat occupancy in the Library.
• The Library kindly reminds all Library staff and users to keep their voices low and to minimize phone calls in the quiet study zone to avoid causing disturbance to others in the Library. Under the COVID-19 pandemic, Library staff and users had to wear masks, and protective partitions were installed at the Service Counter. It was inevitable that Library staff and users had to speak up for communication.
• During the renovation, the Library worked closely with the Registry and the Office of Comptroller (CO) to minimize the noise and any potential impact to the classes. The Library reminded the contractor to avoid noisy work during class time, and if necessary to schedule the work on weekends to minimize disruption to classes.
• The Library is currently working with the CO on the replacement of the auto door at the Library entrance to minimize the sound emission in opening and closing.

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Users’ Comments: Improve Study Spaces, Study Rooms, and Rooms / Facilities Booking System

• More individual study places/study carrels.
• More available space in the late reading room.

Library’s Responses:

• After the renovation, the Library has provided additional space in the Library with different configurations of seating to cater for different activities and needs of Library users. There was a 66% increase in seating from 621 in 2020-21 to 1,031 in 2021-22. When 3/F Library is fully open, more study places can be provided.
• In response to the changing needs and preferences of Library users, the Library has installed study carrels for individual study, movable reading tables with power sockets, and group study rooms with new presentation devices for collaborative work and discussions.
• 14 Postgraduate Research Carrels have been recently offered in the Computer Room 2 to meet the research needs of postgraduate students.
• By using the new Rooms / Facilities Booking System, eligible users can book and claim the bookings of Individual Study Rooms, Group Study Rooms, Postgraduate Research Carrels, Database Workstations, and Special Educational Needs (SEN) Equipment.

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Users’ Comments: Improve the usage of Library Leisure Space

• Please increase the coffee time!
• A Coffee Shop should be added.

Library’s Responses:

• A café area has been provided in 1/F Library after the renovation. The Library will continue to organize Refreshhh Coffee events for Library users during the examination period to relieve their pressure.
• The Library is also working with different units to explore how the Library café can be fully utilized.

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Users’ Comments: Difficult to find Library facilities

• Install some helplines on 2/F and 3/F for the library user to find library facilities.

Library’s Responses:

• To improve wayfinding and facilitate navigation for Library users, the Library has installed new directional signage and updated floor plans. These updates provide clearer and more accurate information for users to locate different facilities in the Library.
• Users are welcome to indicate the facilities they are hard to locate in the library so that we can provide the corresponding signage.

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B.   Library Resources

Users’ Comments: Expand the Printed Book Collection

• Need to increase the number and variety of collections, especially printed books.
• More physical books.

Library’s Responses:

• In the academic year 2021/2022, the Library has added over 1,200 print books to the Library collections.
• The Library has implemented an e-preferred Collection Development Policy for which more users are able to access the required materials more efficiently anywhere anytime. However, users are still welcome to recommend any books for purchase in either print or electronic versions.

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Users’ Comments: Increase the E-book Collection and Databases

• Make more e-textbook related to the courses.
• I hope the Library will continue to build its digital collection (especially databases). This will be highly beneficial to researchers, teachers, and students in the long run.

Library’s Responses:

• In the academic year 2021/2022, the Library has added over 40,000 e-books and 25 e-journals to the Library collections.
• To support the academic research needs of the Lingnan community, the Library has subscribed to 2 valuable research tools, SciVal and InCites. The Library has also acquired several significant databases, including 中華經典古籍庫, Gale Primary Sources, British Library Newspapers, and British Periodicals Collection.
• The Library will continue to acquire and subscribe to new resources to support research, teaching and learning needs. Databases on trial would be arranged for recommended products and users are most welcome to provide comments by filling in the feedback form.
• All users are encouraged to recommend any resources for purchase. Recommendations for journals and databases will be passed to the relevant department for consideration.

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C.   Services and Facilities

Users’ Comments: Check-in/Check-out Services

• Not convenient when most of the books need to access by request. I would like to access books on the shelf.
• The Self-Checkout stations are difficult to use.
• I think that the delivery of materials to staff offices other than books does not yet exist, but it would be nice if it did.

Library’s Responses:

• The Library has placed High Use Books in the overnight access area for consultation and check-out by Self-Checkout Stations after library closing. These books are mostly course materials and frequently consulted items. During the renovation, high-usage books are accessible by our users while books with lower usage are requestable with 1-day retrieval from our storage. 
• Instructional videos are uploaded to the screen of Self-Checkout Stations to help users familiarise with the Self-Checkout process.
• Library users can check in library materials through Book Drops located at the campus main entrance, outside the Library and at the SEK building.
• The Library is considering covering other materials in addition to books for office delivery service for staff.

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Users Comments: Problems Faced when Using Printers

• Paper often jammed in a printer.
• I think the way the printers work is a bit complicated and takes a lot of time.

Library’s Responses:

• The Library will check the printing facilities at least several times a day to avoid faulty printing, paper jams and shortage of paper. For more details about printer locations, charges and user guide, please click here.
• If any issues were found when using the using Library facilities, please report to the Library via library@ln.edu.hk or through WhatsApp/Signal/phone at (852) 2616 8586. The Library will take immediate follow-up actions.

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Users’ Comments: Provide Water Refill Stations

• Provide hot water to drink.
• Providing drinking water for students to fill up water bottles.

Library’s Responses:

• We are working with the Office of Comptroller (CO) to install warm water drinking fountains on each floor of the Library, including in the overnight access area.

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Users’ Comments: Organise more Library Activities/Events

• I hope that the library can provide more activities about reading in the future.
• More poster/ photography exhibitions and coffee moments events.

Library’s Responses:

• The Library is committed to become the learning hub by offering different types of events and activities such as exhibitions, coffee sessions, book talks, seminars, workshops, and training to provide more experiential learning to users. After the relaxation of the social distancing policy, the Library will explore opportunities to collaborate with different parties to offer more cultural activities for diverse learning experiences.

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Users’ Comments: More Enquiries and Communication Channels

• Read library users' request e-mails carefully and provide regular updates in case the request needs time to process.

Library’s Responses:

• The library will review the usage of current communication channels (Email, WhatsApp, and Signal) to ensure users are provided with sufficient and convenient channels to put forward their enquiries and voice their feedback to our services. The Library will also continuously improve our responsiveness to user enquiries.

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Users’ Comments: Provide 3D Printing

• Hope the Library can organise 3D Printing workshops.
• When will the 3D printer area open?

Library’s Responses:

• The 3D printing service has been available in the Library since January 2023. Two LU Barn Workshops: Introduction to 3D Printing and Introduction to Laser Cutting/Engraving were conducted for our users in Term 2 of 2022-23 (Click here to watch previous workshop recordings). The Library will provide other related workshops on 3D printing technology, and develop self-help guides online for our users in the future.

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Users’ Comments: Develop a Chinese Version of the Library website

• Provide a Chinese version website.
• More information on the website.

Library’s Responses:

• This is a good suggestion that the Library has considered before. However, in view of the limited resources of the Library and the needs of most users, it is decided to provide an English-only version of the Library website. The Library has revamped the website in August 2020 and will keep reviewing the content, layout, navigation, and organization to ensure useful information can be identified easily by users.

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Users’ Comments: Add Putonghua broadcasting

• Add Putonghua broadcasting, please.

Library’s Responses:

• At Lingnan University, approximately 75% of all classes are taught in English. Our notices and signage for directions, and public announcements are in English, supplemented by Chinese and Cantonese respectively as we see fit. This approach ensures that language is not a barrier to using library resources and services, and our current practice is regarded as sufficient to serve the purpose.
• Nonetheless, the Library will consider providing Putonghua broadcasting for important announcements in the future when resources permit.

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D.   Instruction and Consultation

Users’ Comments: Provide more Library Instructions

• More library workshops about facilities in the library.
• Provide more videos and other ways that we can learn better about the library.

Library’s Responses:

• To support the learning needs of the Lingnan community, the Library has organised various types of Library workshops on different topics and skills. The Library workshops are designed to help users develop their research skills, information literacy skills, as well as their effectiveness in using library resources. All Lingnan users are eligible to watch our recorded workshops and download relevant handouts for their convenience.
• To raise awareness and promote our Library workshops, we have adopted a range of channels to reach out to Library users. This includes sending out email notifications, sharing information on our social media, and posting details on our Library website.
• The Library will create some new online tutorial videos to help new students get familiar with the Library services and facilities, for example, introduce how to use the Self-Checkout Station.

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Users’ Comments: Request for Online Research Consultation Service

• The staff provides online answer and consultation services on the website.

Library’s Responses:

• To better serve the needs of Library users, we are pleased to offer Research Consultation Services to all LU staff and students in Face to Face or Online format.
• For quick questions, please contact the Library via library@ln.edu.hk or through WhatsApp/Signal/phone at (852) 2616 8586. The Library will take immediate follow-up actions.

Part I - Satisfaction with Library Services

Learning Support - These services include answering questions of all types from providing orientations to delivering training courses and conducting online searches.

1. Generally speaking, how do you describe Learning Support Services?

Learning Support Services	5 (Most)	4	3	2	1 (Least)	Not Sure
Helpful	272	172	70	6	5	24
Timely	233	172	98	15	6	25
Friendly	296	154	58	11	7	23
Convenient	256	187	67	13	6	20

In particular, to what extent are you satisfied with the following services we are providing:

Learning Support Services	5 (Most)	4	3	2	1 (Least)	Not Sure
1-Search	239	180	83	12	10	25
Library Workshop	204	161	86	22	8	68
Book Talks/ Seminars/ Exhibitions	201	150	90	21	7	80
WhatsApp/ Chat Reference	187	128	86	23	11	114
Research Consultation Service	229	145	66	14	6	89
Enquiry Service for Using and Finding Reference Materials	244	177	65	13	3	47

Access Services - These services include checking materials in and out of the Library, processing course reserves materials, searching for missing items, and management of the stack and reading areas.

2. Generally speaking, how do you describe Access Services?

Access Services	5 (Most)	4	3	2	1 (Least)	Not Sure
Helpful	274	171	70	7	9	18
Timely	248	177	89	3	11	21
Friendly	286	162	64	10	8	19
Convenient	269	171	77	8	8	16

In particular, to what extent are you satisfied with the following services we are providing:

Access Services	5 (Most)	4	3	2	1 (Least)	Not Sure
HKALL/ Interlibrary Loan Services	244	173	61	11	6	54
Course Reserves	237	160	71	13	9	59
Octopus / Online Payment	251	132	66	16	7	77

Part II - Satisfaction with Information Resources

3. Generally speaking, to what extent are you satisfied with the following information resources:

Information Resources	5 (Most)	4	3	2	1 (Least)	Not Sure
Printed Books	223	190	87	11	11	27
E-Books	250	159	75	22	12	31
Printed Journals	207	167	79	17	12	67
E-Journals	242	166	67	22	13	39
Electronic Databases	249	173	66	14	15	32
Course Readings @ Library	224	159	82	18	10	56
Newspaper & Magazines	211	151	81	12	16	78
Library Website	263	175	71	12	11	17
AV / Microform / MLLC Materials	192	139	85	11	14	108
Digital Commons (Theses, Dissertations, Research and Journal papers from students and academic departments)	216	156	74	12	12	79

Do you know the Library has a printed newspaper collection?

	Yes	No
Printed newspaper collection	283	266

On average, how many day(s) a week do you use the Library's printed newspapers?

	7	6	5	4	3	2	1	0
Use the Library's printed newspapers	11	10	10	13	19	43	45	132

Part III - Satisfaction with Physical Setup

Satisfaction with physical setup refers to a number of dimensions such as comfort, ease of usage, convenient location, equipment and furniture availability, etc.

4. Generally speaking, to what extent are you satisfied with:

Library Physical Setup	5 (Most)	4	3	2	1 (Least)	Not Sure
Opening Hours	210	169	92	38	35	5
Quietness	252	156	91	31	15	4
Cleanliness	329	151	47	12	5	5
Lighting	328	152	52	7	7	3
Air-conditioning & Ventilation	221	160	86	50	25	7
Security & Personal Property	315	155	51	10	6	12
Late Reading Room	240	142	67	18	15	67
Computer Room	211	171	78	19	12	58
Individual Study Rooms	248	124	69	25	12	71
Group Study Rooms	246	136	66	17	11	73
Postgraduate Lounge (M/F)	211	121	51	13	16	137
Café	174	119	66	26	27	137
Computing Equipment	244	173	66	13	11	42
Multifunction Printers (MFP)	231	159	80	13	18	48
AV / MLLC Equipment	185	144	75	14	14	117
Other Equipment	205	151	67	9	10	107

5. New furniture, facilities and equipment have been installed in the Library after the renovation. Generally speaking, to what extent are you satisfied with:

New Furniture, Facilities, and Equipment	5 (Most)	4	3	2	1 (Least)	Not Sure
Book Wall and Display	276	154	82	19	10	8
Self-Checkout Station	298	146	57	7	3	38
Book Sterilizer	296	130	47	6	4	66
Table in Late Reading Room (1/F)	278	151	71	21	7	21
Sofa in Cafe (1/F)	235	146	74	20	14	60
Course Reserves / Requests Pickup area 1/F	248	150	75	10	5	61
High Table 1/F	245	142	90	24	9	39
Group Study Room 1-4 1/F	274	135	58	10	8	64
Sofa + Laptop Tables M/F	247	142	64	16	10	70
Long Table on M/F	257	152	60	11	7	62
Study Carrels M/F	311	125	52	9	4	48

On average, how many day(s) a week do you use the Library?

	7	6	5	4	3	2	1	0
Days of Using the Library	34	35	80	66	144	89	86	15

On average, how many day(s) a week do you visit the Library website and use the online resources virtually?

	7	6	5	4	3	2	1	0
Days of Visiting the Library Website and Using the Online Resources	50	32	78	65	104	109	93	18

 

Thank you for your participation and valuable opinions and comments in the Library User Satisfaction Survey 2022. The survey ended on 22 December 2022, and the Lucky Draw Award Presentation was organised on 14 February 2023.