Published on
By Sarah Thompson, W&M Libraries
In a recent survey of William & Mary students, W&M Libraries ranked high in overall satisfaction, with a 98% satisfaction rate. Across all categories, most satisfaction ratings were above 90 percent. Among the highest were library service desks, circulation services, diversity of collections, and research services.
Academic libraries and university IT departments are invited to participate in the Measuring Information and Services Outcomes (MISO) survey to collect data about how students, faculty and staff view their services. The survey is designed, tested, distributed, and maintained by Bryn Mawr College.
“The MISO survey is a valuable tool in assessing satisfaction of our library users,” said Lisa Nickel, associate dean of research and public services for W&M Libraries. “The information we gather helps us make informed decisions that reflect the needs and wants of our campus community.”
The survey was sent to undergraduate and graduate students, faculty and staff in February 2024. More than 12,000 participants completed the survey: 7026 undergraduates, 2806 graduate students, 1050 faculty members, and 1782 staff members.
“The response rates were high,” said Paul Showalter, coordinator of assessment for W&M Libraries. “Surveys like this usually see less than a 20% response rate, so we were pleased to see a response rate above 50% for undergraduate students and faculty, 48% for graduate students and 45% for staff.”
Students gave positive comments about library services, but they also provided thoughtful insights on improvements they would like to see, especially regarding physical library spaces.
Graduate students were 97.78% satisfied with overall library services. Their top interests were library databases, access to free or low-cost course textbooks and other materials, physical comfort in the library, and availability of electrical outlets in the library. Students left multiple positive comments about the Graduate Commons space in Swem Library. Their top satisfaction areas were circulation services, library study carrels, and the range of viewpoints represented in the libraries’ collections. The lowest satisfaction scores were Column 15 (the coffee shop), physical comfort in the library, attractiveness of the library interior, and access to free or low-cost course materials and textbooks.
“Due to the rising costs of textbooks, we have been working to expand our textbook collection with unlimited user ebooks and physical books on reserve, especially for the most popular courses that typically require high-cost textbooks,” said Nickel.
Overall, undergraduate students are 98.4% satisfied with library services. They made multiple comments about how much they love Swem library, how it is their favorite study spot, and that their appointments with research librarians have led to them receiving higher grades on papers and projects. However, undergraduate students had similar views on importance and some dissatisfaction with library spaces including Column 15, access to electrical outlets, and attractiveness of the interior. In the importance category, seven of the top ten items were regarding physical aspects of the library for undergraduates. The lowest satisfaction score was 67.13% for Column 15. Undergraduate students also stated having a difficult time finding physical materials in the library.
Nickel said she is pleased and proud of the survey results and that people took the time to give earnest responses.
“I enjoyed reading the comments that praised the work of specific librarians or departments,” Nickel said. “But the comments about what we could improve were equally important. More than one student mentioned our ‘squeaky wooden chairs,’ which we’ve noted and plan to replace in the near future.”
Nickel wants students to know that W&M Libraries are listening to their feedback and taking steps to address areas of concern.
“We want to assure everyone that this feedback isn't just being collected; it's being put into action,” Nickel said. “As a direct result of the survey responses, we are already mapping out improvements to the library's physical spaces. This is just one step in our ongoing efforts to enhance services and spaces based on what the W&M campus community needs and wants.”
In response to student feedback, the libraires have already expanded Swem building hours in the morning, on weekends, and during exam periods. A new textbook program launched this fall to help students with course material costs by providing access to 130 ebooks with unlimited user licenses. Plans for physical space improvements are in early development stages.
“We know that having welcoming, comfortable, productive study spaces is important to students, and we are actively working to revitalize spaces in Swem Library to fulfill this need,” said Carrie Cooper, dean of university libraries.
Several projects are currently in the works to refresh spaces in Swem, including renovations of the Botetourt Theater, located on the ground floor, and the Information Commons and Research Room areas, located on the first floor.
“Creating new, inviting study areas for our students is a priority and it will take a few years to follow the plans we’ve made to address changes that strengthen our support of research and make our spaces increasingly comfortable,” Cooper said.
To read the full survey report, including feedback from faculty and staff, see Full Report of MISO Survey Results 2024