In August 2024, visitors to Curtin University’s libraries, including the global campus libraries, were invited to share their experiences through the InSync survey. InSync is used across a range of Australian universities, allowing libraries to benchmark their spaces and services. Visitors are asked to weigh in on the library’s facilities, collections, services and communication. Respondents were also asked to share their suggestions for improvement.
So, what did we discover?
Ranking as the most important to our visitors was that the Library is safe, inviting and welcoming and that Library staff are fair and non-discriminatory. They want a library with spaces that support study – particularly quiet spaces, with excellent Wi-Fi and open when staff and students want to work. They want collections that support their study and research goals that are accessible off-campus, with search functionality that aids efficient discovery. And they want easy access to the Library’s services, whether they’re on-campus or off.
How did we perform?
The ten areas where the libraries ranked most strongly contained eight of the ten factors identified by visitors as being most important. Receiving top performance scores:
- Library staff treat me fairly and without discrimination
- The Library is a safe, inviting and welcoming place
- Opening hours meet my needs
- Library staff are approachable and helpful
- I can get wireless access in the Library when I need to
- When I am away from campus, I can access the Library resources and services I need
- Online resources are useful for my studies and help me with my learning and research needs
- The Library search facility enables me to find relevant library resources quickly.
Where could we improve?
While the results of the InSync survey were largely positive, we’re already working to address some of the issues raised. The following themes were important to respondents:
The Library is too noisy.
Level 6 is the only floor within the Library dedicated to quiet, individual study, but some of the feedback suggested that it wasn’t quiet enough. We’re now staffing the floor during weekdays to help manage visitors who might not be aware that they should refrain from talking. Feedback that people are breathing or typing too loudly isn’t something we can easily address.
The Library should be open 24/7.
This one puzzled us a little because it is and has been open 24/7, at least during the semester, since 2015. That being said:
- We’re improving signage at our entrances. To access the Library between 8pm and 8am, visitors need to swipe in with a current Curtin ID card. People might assume because the doors aren’t automatically opening that we’re closed.
- While the Library is open 24/7, some of the upper floors of the building close at 10pm. We do understand that people have their favourite spaces in the Library, but the decision to close floors is motivated by a desire to be more sustainable. By closing the higher floors between 10 pm and 7 am, we can ensure that lighting, heating, and air conditioning are only used where necessary, contributing to long-term environmental goals.
Return the physical books!
As with most recent Library surveys, a number of comments related to the physical collection, conveying disappointment and frustration that it has been reduced. We recognise the emotional attachment to books – we feel it too! However, a physical collection cannot support students adequately in 2024. Flexible study options mean a large number of students will never visit the campus, and our online collections do a much better job of ensuring that students have access to the resources they need, no matter where they are studying.
That being said, our Read and Return collection has seen the reintroduction of books on all Library floors. These books support wellbeing, encouraging visitors to discover their next favourite author. There’s a wide range of books including Indigenous-authored fiction and non-fiction, fantasy, romance, true crime, autobiographies, and so much more. Overall, we performed well in the InSync survey, but we’re always keen to do better. If you have feedback or a suggestion for improvement, please let us know. Email: LibraryHelp@curtin.edu.au.
Written by Claire Murphy, Acting Deputy Director, Learning and Engagement
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