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Publisher: Emerald Group Publishing Ltd
ISSN: 0033-0337
Source: Program: electronic library & information systems, Vol.44, Iss.4, 2010-09, pp. : 314-327
Disclaimer: Any content in publications that violate the sovereignty, the constitution or regulations of the PRC is not accepted or approved by CNPIEC.
Abstract
Purpose ‐ The paper aims to provide an overview of the e-resources and services in Tsinghua University Library, Beijing, and describe five campus-wide user surveys. It states how these user surveys play an important role in service quality enhancement. Design/methodology/approach ‐ Following a brief history of Tsinghua University Library, a summary of the collections and services developed in recent years is given. The library has made a great effort to learn about users' needs and to improve service delivery through a series of user surveys. The paper describes these surveys, including the conclusions and the improvement measures adopted. Findings ‐ Feedback gathered from user surveys provides vital information for improving library services. Through these user surveys, the library received a large amount of data to be analysed and a lot of valuable information, it promoted communication with our users, and the librarian's service literacy has also improved. Practical implications ‐ An overview of user surveys, including methodology, content, organisation, and implementation process, as well as data analysis, might offer reference and practical experience for other university libraries. Originality/value ‐ User surveys play an important role in the library's service quality enhancement. The paper provides a useful overview and practical experience of the topic.
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