National Resource Sharing Working Group Final Forum

Survey of Users of the National Library's Copies Direct and Document Supply Services

Purpose

To report on the results of the recent surveys of users of the National Library's Copies Direct and Document Supply Services.

Background

The National Library of Australian is the largest net lending library in Australia, supplying approximately 52,000 items to libraries in 2003/04 and 2,188 copies directly to individuals. Supplying material from the Library's collection has been a service which has existed for many years, however recent developments have focused on using technology to increase access to these services; improved workflows to improve efficiency and turn around time; and the development of an integrated service for end users, Copies Direct.

The National Library supplies copies and loans to libraries and users all around the globe. Libraries requesting copies are predominantly from New South Wales, accounting for 22% of all requests; followed by Victoria 17.4%; Queensland 15.7% and the ACT 14.5%. 15.9% of requests are received from overseas libraries. Universities are the largest requesters with 54.6% of requests received from this sector, followed by the government library sector (including statutory bodies) 21.8% and Public libraries 5.2%. 4.7% of requests are received from Parliament house and Private firms and individuals each account for 4.4% of requests.

Overall usage of the Document Supply service has been decreasing over the past eight years. In 2003/04 the total number of resources supplied decreased by around 4 %. While the overall number of request has decreased there has, however, been an increase in usage of the Copies direct service. While the total use of this service is comparatively low, requests increased from 666 in 2002/03 to 2188 in 2003/04. Approximately 1117 individuals requested copies in 2003/04. During this period the service became easier to access with the implementation of the new library catalogue which enables users to request a copy directly and greater communication about the service to libraries and researchers.

The Library undertook surveys of users of the Document Supply and Copies Direct services in order to gain a better understanding of user behaviour, needs and preferences to inform management decisions about the service. An important part of the analysis was the investigation of future needs of users.

Methodology

Two stages of research were undertaken: qualitative to explore behaviour, needs and attitudes and to determine key drivers; and qualitative to test these findings against a broader population and assess customer satisfaction.

Summary of findings

The major findings of the research into Copies Direct were:

  • Type of user and use: Over half the users (52%) use it for their own interest, 21% for family history work. 46% use it for their work, 20% for academic purposes and 26% for commercial work. 24% use if for publication (multiple answers were allowed in this question). Usage in highest from NSW. A typical user therefore may be an employed person in New South Wales with a general or business interest.
  • Usage is occasional and increasing: The majority of users (74%) use Copies Direct only occasionally. Only 27% use the service on a regular basis. Of these regular users only 16% use if every 2 - 3 months and 11% use it daily, weekly or monthly. Usage is increasing 34% increasing usage and 7% decreasing usage in the last 12 months. A substantial proportion (58%) have been using the service for a year or longer and are more likely to be regular users. Recent usage of the service is common (31%) using it for just a few months. This is most probably related to easier access with the new catalogue.
  • Knowledge of the Library's collection is the key to improving use: Increasing awareness of the Library's collection through the service has the highest impact on usage. 48% of users increased usage due to being more aware of what is available in the collection.
  • Users are generally highly satisfied: 90% satisfied with delivery times - most comments however indicate that users would like the turn around time to be quicker. 97% are happy with the service. More than half (53%) are very satisfied.
  • The value of the service is the access to the Library's collection and its excellence and convenience: The main reasons for recommending the service are the excellence of the service (30%), and the convenience (21%). Users commented on the advantages of being able to order from wherever they were located. Only 78% are satisfied with communication from staff and 78% are satisfied with the order form and there is a sense that users fell it has improved.

Comments from users were generally enthusiastic:

"The online order form is pretty good now, and SOO much better than having to fax everything in triplicate somewhere like some libraries still do."
"I am very satisfied. It's cheap, quick and easy. It's a service I couldn't get through my local library so I just go straight to Copies direct."

There are a number of areas identified for improvement for increasing use and satisfaction:

  • Knowledge of the Library's collection and the advantages of the Copies Direct service: By promoting not just the service but also the range of resource available because of the extent of the Library's collection usage could increase. A topic for investigation should also be the communities for which promotion could be targeted, perhaps family history, law and public service staff.
  • Technical improvements: Ongoing improvements to the web form and the development of regular email updates or a system which enabled customers to check progress would meet needs identified in the survey. Electronic delivery of files was also identified as an area for work because of problems with files transmission and file sizes.

The major findings of the research into Document Supply Service were:

  • Speed and price: The most critical factors for libraries selecting Document Supply options for copies are clearly speed and price. Local libraries, Infotrieve and reciprocal networks such as Gratisnet are highly valued services which are clearly more competitive that the NLA Document Supply option. NLA was the fourth most popular, chosen by 45% of respondents. Local libraries, KDD and Infotrieve were all chosen by more than 50% of the respondents. KDD and Local Libraries were also ranked more highly than NLA by those who chose them.
  • Library sector/location preferences for copies: Local libraries (92%) and the NLA (66%) are the strongest choices for Public libraries. For universities, the priorities are different with KDD and the British Library very strongly preferred. Cisti also figures strongly (56%). NLA is a high priority choice for more libraries in Regional and non-NSW centres.
  • Speed and price: The most critical factors for libraries selecting Document Supply options for loans were also speed and price. NLA joins KDD and Local libraries as being a top five choice for more than 50% of respondents. However, KDD and Local Libraries have a much higher ranking among those who chose them for ILL than does NLA.
  • Library sector/location preferences for loans: KDD is preferred slightly more often in non-NSW, with 68% choosing it over 52% in NSW. KDD (79%), the British Library (79%) and local libraries (72%) are important to university libraries. 95% Public libraries favour local libraries, NLA (66%) and Ilanetweb (66%) are at their strongest here.
  • Users of Document Supply: ACT are the most frequent users of the NLA DSS (77% using Frequently/regularly vs 54% total). University libraries use the service significantly more often than the others (55% Frequent users vs 21% total)
  • Users are generally satisfied: 80% satisfied - regular users (more than once a month are more satisfied (94%). The NLA, whilst satisfying the needs of its frequent users well, is not receiving the same heights of praise from them, nor from other users, that it has in the past. Whilst total satisfaction levels have changed little, in the key performance indicators which were measured in both surveys, the levels of high satisfaction have dropped. (Although different methodologies make it difficult to place too much emphasis on this comparison, the change is large and consistent). This appears to be due to several factors. The strongest of these is the appearance of a number of services which offer apparently excellent service and are often cheaper, free or faster than the NLA.
  • Supply Turnaround Time: There was more satisfaction (75%) and more dissatisfaction (13%) with the Core service than any other type, probably because more librarians use Core most often and the strongest experiences with this type of service. The level of service is primarily core, with faster levels used if the patron expresses an urgent need; however, in this case the cost is made clear to them. Librarians appear to discourage the use of faster services wherever possible because it is more hassle for them and because they fear a backlash in expectations.
  • Staff Services: Overall satisfaction was high, with 80% of total respondents satisfied. A very small proportion of users were dissatisfied (2%). University users were the most satisfied group (93% satisfied). The rate for those who use the NLA's DSS more than once a month was 94%.
  • The value of the service is the access to the Library's collection: NLA's key strengths are perceived as the range and depth of its collection, followed by its loan period.
  • Trends: Usage of the NLA's supply service for ILL and DSS service have remained stable for the majority of users, 57% showed no change at all in usage, whilst 23% showed an increase in usage. Frequent users and Regular users are more likely to have increased usage (40% Frequent and 34% Regular). Increases are largely due to the range and depth of material available and increased awareness of the service. Decreases are due to other faster options and cheaper options available to librarians and occur largely amongst public libraries.
  • Future directions: Unmediated Interlibrary Loans: Librarians generally are not enthusiastic about unmediated interlibrary loans as over 50% agreed that they have concerns about keeping track of books (65%), the finance department dislike of decentralised billing (57%) and less cost accountability (52%). Librarians generally believe that patrons become independent on the one hand and will expect quick self service (76%); however, on the other hand they also believe that the plethora of information will mean they seek more help from librarians (72%). From a library perspective, librarians see document delivery moving increasingly towards electronic delivery to access a greater amount of material (89%) and that material will increasingly be accessed through libraries in consortia (49%).

There are a number of areas identified for improvement and consideration in a wider arena:

  • Speed of delivery and ILRS Code: Clearly the existing turn around time for Core services is not meeting library needs well. The emergence of other services has led to an increase in expectations of faster turn around times. This was raised at the National Resource Sharing Working Group and Policy Committee meeting and a review of the Code has been referred to ALIA.
  • Improvements in staff knowledge: Action is required to improve staff knowledge of the collection and knowledge of copyright as users have experienced a decrease in satisfaction in the area.

For any more information contact Margarita Moreno (mmoreno@nla.gov.au, phone 02 6262 1229)

Roxanne Missingham, Margarita Moreno

28 July 2004

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