The Library has offered a roving service to provide timely assistance to the users since spring 2016. In 2017-18, 6,037 transactions were recorded during 197 roving days. In order to measure the effectiveness of this service and enhance the service model if necessary, the Library decided to conduct a survey and hold focus group meetings to collect users’ feedback in spring 2018.
A survey was conducted from mid-Feb to early March. 147 filled questionnaires were received.
- 99% of respondents agreed that Roving Service is helpful.
- 99% of respondents were satisfied with Rovers’ service.
- 97% of respondents were willing to refer friend to approach rover.
Compliments from respondents:
- Great support and staff
- Very good
- Very helpful staff
- I wouldn’t know how to navigate my way around the library without the helpers
- He explained everything to me very clearly.
3 Focus Group Meetings were held in April 2018. 26 students (19 UGs and 7 PGs) participated.
They shared with us their experiences in using the Library Roving Service, and helped us understand their needs and preferences.
Actions Taken After Evaluation
- Extend service time to one more hour from 12-4pm to 12-5pm in response to users’ service needs.
- Add fixed spot on LG3 and LG4 so that users can catch the rover if needed.
- Set up mobile station on LG3 and LG4 to improve the users’ awareness of the service. Signage with roving service hours and contact information is posted on the mobile station.
- Adopt a flexi-model of adjusting the schedule according to the demand of the service during different periods of the term.
- Expand rover’s role to perform patrol duty when they are walking around to address noise and seat hogging issues and thus to maintain a quiet and pleasant Library environment for their study.
last modified 04 October 2018