Users’ Relationship Management: A Study of University Libraries of Pakistan

Questionnaire

Part IPlease fill in the blank fields and tick the appropriate boxes

1) Name of University/Institute__________________________________________

1.1) Year of Establishment ____________________________________________

1.2) University Type: o Public o Private

2) Name of library ____________________________________________

2.1) Year of Establishment ____________________________________________

3) Timings: From __________________ to ______________

3.1) Library Opens in (days) _____________________________________________

4) Total Collections (print) _________ Total Collections (Electronic) ________

4.1) Type of Collections (please mention here quantity):

Books ___________________ Digital Books ______________

DVDs/CDs _______________ Thesis ____________________

Magazines/Journals ________ Manuscripts _______________

Rare Books _______________ Govt. Publications __________

Others (Please specify) a ________________________ _______________

b _________________ __________ c ___________________ ________

5. Budget Information for the year 2012-13 (Please mention here allocation of

budget for each)

Book Rs __________________ Periodical Rs __________

E- Resources Rs ____________ ICT Expenditure Rs_____

Staff Training and Development Rs ________ Any other Rs __________

6. Library Building (tick all that applies):

Total Covered Area _________ (Sq ft) Total No. of Floors ___________

o Permanent o Temporary o Purposely built

o Air conditioning o Carpeted o Heatingo Others (Please specify)_________________________________________________

1

7. Sections of Library (tick all that applies)

o References section o Periodical Section

o Thesis Section o A/V Section

o Computer Lab o Special Collection

o Govt. Publication o Manuscripts

o Others(Please specify) ___________________________________________

8. Physical Infrastructure

Total covered area of Reading Rooms ____________________________ Sq ft

Seating capacity (In terms of reading room facilities) ________________________

Whether adequate to stack the collection? oYes oNo oDo Not Know

Whether standard library furniture available? oYes oNoo Do Not Know

Are you satisfied with present physical infrastructure? oYes oNo

Security and disaster mitigation measures taken: oYes oNo oPlanned

Could you enumerate some important difficulties with such physical infrastructure?

________________________________________________________________________

________________________________________________________________________

9. Staff

Total Staff: ______________________

Gender: Males_______________ Females__________________________

Professionals_______________ Para professionals____________________

Support Staff_______________ Others (Please specify) _______________

10. Users (please mention here quantity)

Students_______________ Staff________________________

Teachers_______________ Others (Please specify) _______________

11. Software: (Please mention the names)

Integrated Library Software ___________________________________

Digital Library Software______________________________________

Content Management System__________________________________

2

Research Support Software (SPSS, Nvivo, Atlas Ti, etc) __________________

Others (Please specify) ____________________________________

Part II12. Library Facilities (tick all that applies)

o Generator o Internet

o Photocopy o Wi-fi

o Air Condition o Heating

o Public Lavatories o Computer Lab

o Scholar rooms o Library home page

o Open shelf system o Close shelf system

o Both (open and closed shelf system) o Tuck shop

o Others (Please specify) _______________________________________

13. Library Services (tick all that applies)

o Barrowing Services o Reference Services

o Document delivery services o Inter library loan

o Scanning services o Virtual reference services

o Email alerts o SDI/CASo Others (Please specify) ____________________________________________

14. Use of ICT Tools for Library Services (tick all that applies)

o E-mail o Telephone o Face book o Twitter

o Flicker o RSS o Blogs o LinkedIn

o You Tube o Web site

o Others (please specify) _______________________________________________

15. ICT Facilities for Library Users (tick all that applies)

3

o Computers o Scanners o Printers o Fax

o Phones o Photostat machine o OPAC in library

o OPAC in LAN o Web OPAC o HEC digital library access

o University own digital library access

o Others (Please specify) _______________________________________________

Part IIIUser’s Relationship Management Perception

Do you believe in user relationship management for enhancing of mutual benefits

of library and users

o Yes o No

Please mention which of the following mechanisms of users relationship

management your library has (tick all that applies):

o Best users award o Users prizes

o User’s gifts systems o Special incentives

o Recognition letters o Appreciation letters

o Special Occasion messages/ wishes o Users of the week/month/years

Customer’s (User’s) Loyalty How often users visit library?

o Most often o Often

o Occasionally

Do most of the users visit library after getting membership?

o Yes o No

Do library tries to get in touch with the users after membership?

o Yes o No (if “No” go to Q 7)

If “Yes” then what may be the medium (tick all that applies)?

o E-mail o Writhing letters

o Telephone calls o Broad cast

o Face to face communication o Class orientations

o Others (Please specify) _____________________________________

Do you arrange orientation programs for the new users?

o Yes o No (if “No” go to Q 9)

4

If” Yes” how the orientation programs are designed?

o We invite the users in library

o We conduct orientation programs in the class

o Others (Please specify) _______________________________________

Please mention here activates of orientation program (Tick all that applies)?

o Presentations o Welcome banners

o Presenting flowers o Distributing welcome cards

o Virtual visit o Showing library video

o Distribution of introductory literature

o Others (Please specify) _________________________________________

User’s Feed Back

How library collect user’s feedback (tick all that applies)

o Surveys o Suggestion box

o E-mail o Counseling/Discussion

o Orientations o User desk/ Help Desk

o Through web page o Complaint registers

o Ask a librarian

o Others (Please specify) ___________________________________________

Actions on users complain How library take action on users complains (tick all that applies)

o Staff training o Totally ignore complains

o Corrective action against staff o Try to full fill user’s needs

o Meeting with the complainants

5

o Others (Please specify) _____________________________________

Part IVThe following statements concern the User’s Relationship

Management (URM) practices of your library. Please read each of the following statements carefully and indicate the extent of your agreement or disagreement with each statement by select one and tick of the options given against each.

Here (i). “SA” stands for Strongly Agree (ii.) “A” stands for Agree (iii.) “N” for Neutral (iv.) “D” for disagree (v.) “SD” for Strongly Disagree

Sr. No

Statements expressing of agreement or disagreement SA A N D SD

URM Implementation Hindrances in your library

1 Lack of qualified staff SA A N D SD

2 Lake of experience staff SA A N D SD

3 Lake of motivation in staff SA A N D SD

4 Lack of Job satisfaction in staff SA A N D SD

5 Non availability of trained personal SA A N D SD

6 Lake of understanding by staff SA A N D SD

7 Lake of top management commitments SA A N D SD

8 Lake of financial resources SA A N D SD9 LIS curriculum does not cater URM SA A N D SD

10 Users don’t value URM SA A N D SD

11 Infrastructure of libraries SA A N D SD

12 IT facilities in libraries SA A N D SD

URM and Competencies of library staff in your library

13 Library has clearly defined strategy for user relationship management based on user needs

SA A N D SD

14 Library particularly shows that all our actions begins and ends with users needs

SA A N D SD

15 We try our best to fulfill information needs of every individual user by all possible means

SA A N D SD

16 We maintain long term relationship with our users SA A N D SD

17 Our system is flexible enough to meet the users changing needs and wants

SA A N D SD

18 Our user’s database provides complete insight about user’s (like areas of interest, current research areas, and information needs etc)

SA A N D SD

19 We ensure privacy for every users personal information SA A N D SD

20 The online user’s services and support staff of library is quite efficient in problem solving

SA A N D SD

21 Our users service department use individual attention to every person who step the library

SA A N D SD

22 Our users services department gives priority to key users

SA A N D SD

6

23 All the library staff care for our user and extend helping hand for them

SA A N D SD

24 Library staff shows welcoming attitude to the users stepping in the library and educate them regarding the proper use of our services

SA A N D SD

25 Library arrange training program for staff to provide best users services

SA A N D SD

26 Our employee training programs are designed to develop the skills required for acquiring and deepening customer relationships

SA A N D SD

27 We strongly encourage to built up friends of library community

SA A N D SD

Thanks

7