NSS: from 58% to 84% over 5 years

Claire StevensDeputy Head of Library

Marjon – who we are

• Established in 1840 & 1841 as 2 separate colleges

• Amalgamated in 1923• Moved in Plymouth in 1973• FTE of almost 3,000• Awarded University title in 2013• Sport, Education, Media, Live Music, L&M,

Speech Language, Youth & Community...

NSS

• National Student Survey• Key indicator & measurement of student

satisfaction• All final year students • Covers duration of course, not just final year• Rating their experience at the institution• Used as comparative data, so an essential

marketing tool

NSS and Marjon Library

“The library resources and services are good enough for my needs”

2009 – 62%2010 – 58%2011 – 72%2012 – 72%2013 – 83% 2014 – 84%

Physical changes

• Refurbishments – 2 stage process• Redesign of study areas• New IT Suite• Access to Reprographics service• Access to 24hr IT Suite• More plug sockets!• Different Enquiry Desk locations

Staffing

• Training: formal and informal – upskilling staff – ECDL, NVQs, PGCerts– collaborative training with other departments

• Staff development portal• Restructures:– creation of single counter team – creation of Customer Service role– review and refocusing of teams

• Academic Skills presence in Library

Facilities & services

• RFID • Discovery - federated search engine • More Books request service• Noise text alert• Unlimited renewals• Pre-overdue email notices• Increased book allowances• Late night opening at specific times• New fleet of print/photocopier machines

Feedback and communication

• Subject targeted forums• Feedback board• Student Experience

Council • Voting boxes• 3 Quick Questions• Comments cards• Social media presence

• Feedback webpage• You said, We listened• Posters & helpguides • Library charity • Service Level Agreement• Service facts & figures • National Customer

Service week

What couldn’t we do?

• No fines• 24 hour opening throughout the year• Free printing & photocopying• Automatic renewals• 1 copy for every student• Completely new building • One to one induction for every student

What next?

• Amazon tie-in through catalogue • Enhanced Acquisitions services• Further building developments • Online dissertations• Online purchase of print credits• Online fines payment

What next – bigger challenges

• Noise monitoring in study areas• Subject liaison librarians• Targeting non-users• Reviewing fines procedures• Library Forum• Redesign of Library webpages

What couldn’t we do?

• More staff on duty at busy times• No fines!• Longer opening hours• Books on reading lists• Automatic renewals • Free printing• Greater book allowance• Noise monitoring

So what’s next?

• RFID + self service• Noise text alert service• Ebsco Discovery federated search engine• Refurbish 1st & 2nd floors• Electronic reading lists• Media equipment collection• Sports equipment collection• Online payment facility

Contact details

• Claire Stevens – cstevens@marjon.ac.uk• www.marjon.ac.uk/student-life/library

@Marjon Library

Marjon Library

Marjon Library