Document delivery service and customer satisfaction
Uma Maheswari
Abstract
An analysis of a Document Delivery Service evaluation survey and statistics from WINCHILL software were drawn together to identify the usage and purpose of DDS at Maria Henderson Library revealed that 41% of users are from Primary Care and were using this service for work related reading and post graduate studies.
Introduction
It is always essential for any library to periodically assess the different services being provided by them in order to make further progress in achieving its aims and objectives (1). Effective management of the resources for Document Delivery Service (DDS) is one of the most important tasks to be performed by any library management considering the fact that ‘no library can own everything required by its varied clientele (5).
The Document Delivery Service requires not only that the library provides access to other library collections, but also that it undertake the same in a cost effective manner, within a time frame suitable for their effective use to the customers (2). In view of this, inter library lending and document delivery have been the subject of a considerable research, most of which is concerned with various aspects of the document delivery system. However, research information on end users’ experience of and opinions of the document delivery service is also essential to make this service more effective (3).
Conducting a survey on Document Delivery Service (DDS) is certainly not an end in itself, and its utility is only measured in terms of its practical consequences for the improvement of library services (4).
Several sources of information and surveys are used in the literature to evaluate what is going on in providing the DDS and how well it is meeting the information needs of its users. It is always essential for any library to periodically assess the different services being provided by them in order to make further progress in achieving its aims and objectives.
Provision of document delivery services, including inter library lending, is one of the major roles undertaken by the Maria Henderson Library. This service is also becoming an increasingly important component in health libraries and certainly one of the highest profiles of their activities at a time when budgets are being cut, it has become increasingly important to share resources between libraries and information providers. Other developments in information provision are also having an impact on document delivery services, most notably the increasing availability of online full text journal articles via such sources as the NHS Scotland eLibrary.
Background to the Maria Henderson Library, Glasgow
The Maria Henderson Library, located in the Divisional Headquarters of Gartnavel Royal Hospital, Glasgow, is the hub or central library for NHS Greater Glasgow Primary Care Division (formerly Greater Glasgow Primary Care NHS Trust ). The NHS Greater Glasgow Primary Care Division is the largest primary care division in Scotland and provides care and treatment to meet the health care needs of almost 1,000,000 people in hospitals, health centers, clinics and local communities throughout Greater Glasgow.
In addition to primary care services, the Primary Care Division is also responsible for the management and delivery of Learning Disability and mental Health Services. The Division has 16 Local Health Care Co-operatives (LHCCs) and is responsible for developing Primary Care and community health services at a local level within the Greater Glasgow area.
Methodology followed
Users were asked to fill in a questionnaire (Evaluation form) about the Library’s Document Delivery Service. Further, a follow up survey was conducted among the some users after two or three weeks of receiving the document(s) they had requested from the Library. Also some additional information was collected from the ‘Document Delivery Request Forms’.
The survey began on May 28th and was completed at the end of August 2003. It is gratifying to mention that the response to this survey from the users was very good. During the survey period the total number of document delivery requests received by the Library was 465, but the number of questionnaires filled in was 155. This is mainly because several people made requests for multiple items at a time, but were only required to fill in one questionnaire for them at a time.
A total of 155 users have filled up the ‘DDS Evaluation form’ where as only 55 completed the ‘follow up-survey’ questionnaire. The reasons for the same are not clear, but probably may be due to paucity of time for the customers to fill and send the follow up forms in.
Results
Analysis of data from DDS Evaluation forms
The data was analyzed using Excel software for plotting and arriving at different conclusions as given below.
Information sources for the DDS requests
51% of users indicated that they found their reference in a literature search on a database, 26% of users mentioned that they found it cited in a journal or a book and 6% said that they came to know about it from colleagues. It appears that, the two major information sources for the DDS requests are (i) Databases and (ii) Journals/Books.
Prior knowledge about the DDS and its importance
Majority of the users (61%) mentioned that they hadn’t read the abstract and didn’t know if an abstract is available before requesting the item. However 60% of users reiterated that the requested items were important to them and it would be useful to have it. 38% of users said it was extremely important to them and similar to the number of people who had mentioned that they had read the abstract before requesting. To put it in a different perspective, those who had read the abstract before requesting felt, it is very important to have the item where as others had requested it based on the title alone or recommendations by colleagues considering that the item would be useful.
Willingness to wait for the requests
52% of users said they could wait for the item till the deadline but 30% said that the delay would be very inconvenient and 18% of users said that their requested item would no longer be useful to them after the deadline they gave when they made the request.
Analysis of data obtained from Follow-Up survey
Around 50% of the users have stated that they had not read the abstract of the document before requesting it.
As can be expected 100% of the readers read the requested document. 82% of readers have read the document completely, 10% have skimmed it briefly and 6% have read one chapter while completing the follow up questionnaire.
When asked whether the library supplied correct item 100% said yes and for the question regarding the time of arrival, 40% said that the item arrived quicker than they have expected, 52% said it came on time and 4% said later than hoped but still it was useful.
On the whole most of the readers expressed the opinion that it is an excellent and fast service. Users were overwhelmingly positive about the value of interlibrary loan, satisfaction and their interaction with the staff. Critical comments fell mostly under the categories of speed, service and timeliness.
Some responses by users are
- “It is an excellent service’’
- ‘’very quick service.’’
- ‘’good + prompt service.’’
- ‘’It arrived in time’’
- ‘’It is punctual and excellent service’’
- ‘’right article, on time.’’
- “keep it up, Excellent service”
Most of the readers didn’t give any suggestions for the improvement of service further but only a few readers suggested that online ordering would be better.
Some readers said instead of filling one request for each article, they would prefer emailing a list of requests.
Usage of DDS Service by different Departments
The ILL service is mainly used by the users belonging to (i) Primary care Service (ii) Mental health Service and (iii) SHO/SPR.. To be precise 41 % of the users are from Primary care and 24% are from Mental health and 21% are SHO/SPR.
Reasons for using the Document Delivery Service
This service is being used for the purposes listed below.
- Work-related reading
- Postgraduate work
- Service development
- Research (externally funded R&D)
Conclusions
Basing on the survey result, it can be fairly concluded that the Document Delivery Service at Maria Henderson Library seems to be running up to the satisfaction of the users and could be further improved if the users could request the items online. Having analysing the results, the following conclusions were drawn to improve the DDS further.
- To display DDS policy in the library for users attention
- To investigate further the number of requests being made for Higher education and externally funded research projects.If the costs of these requests are already covered in course fee or project funding, the later would consider whether it should supply them from its own DDS budget
- To conduct further survey to get further feedback
References
Busha CH, Harter SP, Research methods in Librarianship: Techniques and Interpretations. New York: Academic Press; 1980.
- Line M.B. Library Surveys: an introduction to the use, Procedure and presentation of surveys. 2nd ed. London: Bingley; 1982.
- Fong Y. The value of interlibrary loan: an analysis of customer satisfaction survey comments. In: Weaver-Meyers P, Stolt W, Fong Y, Interlibrary Loan/Document Delivery and Customer satisfaction: Strategies for redesigning services. Newyork: The Howarth Press; 1996. p.43-54.
- Freedman H. A survey of the use of Withington Hospital Medical Library. Health Libraries Review 1985; 2: 69-78.
- Dudden RF, Interlibrary loan in primary access libraries: challenging the traditional view. Bulletin of Medical Library Association 2000; 48(4): 303-13.
Full survey report is available at Maria Henderson Library
Uma Maheswari Assistant Librarian
Maria Henderson Library Greater Glasgow Primary Care Division 1055 Great Western Road Glasgow G12 0XH Tel: 0141 211 3913 Email: uma.maheswari@gartnavel.glacomen.scot.nhs.uk