CIPFA Library User Satisfaction Survey

Thank you for the many compliments you made about the library service – we appreciate knowing what you like about the service.  However, we also need to know when the service fails to meet your expectations so that we can explain and improve where possible. Below are our responses to the most frequently occurring comments made in the survey.

 

 

Libraries should be open longer hours, more days in the week, later in the evenings.

 

 

We are reviewing how staff time is used to make sure that it is used as effectively as it can be and we may be able to make small increases to opening hours. Any major library refurbishments in the future will incorporate self-issue facilities, giving extended opening hours without staff necessarily being present.

 

 

There should be a greater choice of books and more new books. Many of you indicated the type of books where you feel the choice isn’t good enough.

 

 

We have noted your comments and we shall act on them when choosing stock for individual libraries. We are circulating some books between libraries to help improve choice.

Do you know that there is no charge to reserve a book which is in stock in Sheffield Libraries, or which we buy in response to your request? We hope this will make it easier for you to read more of the books you enjoy and to read books in a particular series. Please ask the staff for more information.

 

 

There should be a wider choice of videos and DVDs including more up to date ones.

Some of you indicated particular types of DVDs which you would like us to buy.

 

 

Videos are no longer available to buy so we can only provide new titles on DVD. There are DVD collections in all libraries and we buy new titles regularly. We try to provide a wide range of titles from what is available from our suppliers. We have noted your requests for particular titles and will try to supply these –  for example we have ordered a selection of TV based titles.   We are happy to receive your suggestions for titles at any time.

 

 

There should be a wider choice of CDs including the latest CDs. Some of you indicated particular types of music which you would like us to buy.

 

 

CD collections are available only in busier libraries where they will generate a certain level of income and we have no plans to extend these, due to the different ways that people can now access music. We do buy up to date titles but by law, we cannot make many of these available for loan until three months after their release date. We will take account of your comments when buying new titles.

 

 

Buy more children’s story CDs rather than tapes.

 

 

We will buy more this year.

 

 

Improve the range and choice of books for babies, children learning to read, independent readers and teenage readers.

 

 

We are buying more for all these groups of readers, including more children’s classics. Any book not in stock can be requested and we will probably buy it.

 

 

You want more Manga graphic novels but don’t want to have to ask your parent’s permission to borrow them.

 

 

We do buy these and welcome suggestions for particular titles. Some can be borrowed without permission – we need to look at them carefully and pick out which are suitable for you to borrow.

 

 

You want more books in specific languages.

 

 

 

 

You would like a wider choice of large print books.

 

 

We buy everything published in large print but we may not continue to be able to afford this. We are moving books between libraries so that you will see different titles more regularly. Publishers decide what they publish in large print, but we do tell them what our customers would like.

 

 

Libraries can be too noisy – quiet areas needed to read and study.

 

 

Libraries certainly aren’t the very quiet places they used to be. We are trying to make them more relaxed and friendly for everyone, including families and children. Some children’s activities are noisy because hearing and repeating rhymes and songs are good ways for children to develop language skills.

 

Staff will be happy to tell you when the library is likely to be quieter – for example, times when there are no story times or class visits. We will try to improve the lay out of libraries to include quieter areas although this may be difficult in smaller libraries. We will bear the need for quiet areas in mind when designing libraries in future.

 

 

Parking, space for bikes and access need to be improved at some libraries.

 

 

Providing car and bike parking and the setting of parking restrictions are not within our control. We recognise that access needs to be improved at some libraries and we are actively seeking to achieve this. At times we are restricted due to a building being listed – for example Walkley Library and the Central Library.

 

 

Provide toilets in libraries.

 

 

Many of our library buildings are too small to accommodate toilets but all new libraries include toilets in the design.

 

 

Provide colour photocopiers and printers.

 

 

We would not generate enough income from colour copiers to justify the rental cost.

We will consider colour printers as part of the general upgrade.

 

 

The computers need to be improved and upgraded

 

 

We shall soon be starting a major upgrade and refresh of computer facilities. This will be expensive – it will cost at least £150,000 to upgrade computers and monitors. Computers are already on broadband and recent work has improved the speed of the system and solved the problems which caused it to freeze or go down completely.  We are planning to introduce memory stick facility, increase storage space and to explore providing sound. However, sound facility could put huge pressures on the network’s capacity and affect its performance.

We are unlikely to be able to offer the facility to burn CDs and DVDs or to download films and music. They are complex processes, which staff may not be able to support, and there are potentially major copyright issues.  We are unlikely to be able to able to increase the number of computers significantly due to space restrictions in most libraries, and upgrading existing computers is our priority. However, it may be possible to increase capacity slightly by more use of laptops.

 

 

Need longer sessions on computers.

 

 

This should be possible at some libraries outside busy hours. However, if we allowed more than one hour as a general rule, fewer people would be able to use the computers at busy times.

 

 

Create Wi-fi hotspots so laptops can be used.

 

 

This involves setting up and running costs, which regrettably we cannot support at present. We have identified areas where people can plug in and use their own laptops safely.

 

 

Computers should be in cubicles to give privacy.

 

 

Having the computers open and visible makes it less likely that an individual will breach the Acceptable use Policy and view inappropriate sites.

 

 

You would like basic tuition in using computers.

 

 

Staff can give some help but don’t run actual courses. However, they can tell you about courses in your area. Some courses are run in libraries by external tutors.

 

 

That some libraries look unattractive on the outside or on the inside

 

 

We have an ambitious programme to refurbish or rebuild a number of libraries over the next 3 – 4 years. We will share the plans with you and take account of your comments. We are also implementing standards for the appearance of libraries so that they are clean, tidy and pleasant to use. We are working with Areas Panels to improve the appearance of neighbourhoods and with Street Force and the City Stewardship Scheme to clear litter and improve the appearance of garden areas, grass and shrubs outside libraries.

 

 

There is no facility to search for books without asking the staff.

 

Every library has a catalogue which customers can use themselves – please ask the staff. You can also search the catalogue at home via the online library catalogue then follow the quick link to Libraries on the left of the screen.

 

 

Sometimes staff conduct does not meet your expectations.

 

 

Managers are addressing the conduct you described through training, appraisals and the development of service standards.

 

 

Don’t close this library.

 

 

We are not planning to close any library. The survey was conducted to find out how satisfied you are with the service and how you feel we can improve it.