On Blog: Customers Influence the Development of Tampere3 Library

Tampere3 logoThe first customer survey for Tampere3 libraries was organized in March. We received a total of 1080 responses (UTA 813, TAMK 181, TUT 86). The largest group of responders by far were the students, who generally are the most active in giving feedback. To all respondents warm thanks for the important feedback!

The aim of the survey was to collect information about the functionality of libraries’ current services. We also wanted to give the customers an opportunity to share ideas about the new service package of the coming joint Tampere3 library. The survey results and the ideas for development received through the open answers will be used in the development projects of the new library.

We have carefully read though the feedback and picked the most important development ideas for the projects’ agenda. The most feedback was received about libraries’ premises, e-resources and online services.

Continual development of premises

Premises of TAMK, TUT and UTA libraries

Libraries received thanks about their 24/7 spaces and chat service. The face-to-face customer service was also considered very important.

Libraries’ premises received acknowledgement, but also more spaces and longer opening hours were hoped for in the feedback. After the summer holidays the Tampere3 library’s customer service project will survey the development areas and see which of them can be realized in the new library. The functionality of the opening hours will also be considered.

Usability of e-resources is important

The respondents were relatively satisfied with the information resources offered by the library, but they considered it a shortcoming that not all Tampere3 libraries’ material can be used by everyone. More guidance on the use of e-resources was also requested.

During the autumn we’ll negotiate the new e-resource collection for the new library. Our goal is to get access to the resources for as large part of our community as possible. Improving the usability of e-resources is also a priority as we are developing the services.

New information system is being planned

Functionality of the library’s online services received the most critical feedback. Especially the different user interfaces and logging in to the systems confuse the university respondents.

These problems will not be completely resolved when the new library starts its operations at the beginning of next year. We are currently acquiring a new information system which is planned to be available in the end of 2019. Unfortunately, until then we have to continue to operate with two separate search services. However, we aim to guide and advise on their use throughout the transitional period.

Since many things will be changing in the new library, we will actively inform our customers about the changes. That’s why we warmly recommend that you follow your library’s information channels like news on the website and messages in your email. Further questions and suggestions are always welcome!

NPS score of the Tampere3 libraries' User Survey

We received a lot of praise for the libraries’ functional services. The excellent NPS score (61) also shows this.

Text: Minna Niemi-Grundström, Project Director of Tampere3 library
Translation: Saija Tapio and Outi Viitasalo

Photos: Marjatta Ojala (TAMK), Arto Jalonen (TUT), Jonne Renvall (UTA)

TAMK Library, Tampere University of Applied Sciences
TUT Library, Tampere University of Technology
Tampere University Library, University of Tampere

In English

You can still influence the services of Tampere3 library

User Survey 2018 logoYou still have time to influence the development of your future services in Tampere3 library. User Survey is available until the end of this week. You’ll find the link to the survey also on the Library website.

Don’t forget to participate also the raffle of useful prizes. We’ll raffle off 3 rainproof Rains backpacks, 3 necessary fire blankets, 3 practical frying pans, books, 20 reading lights you can attach to a book, 30 handy & versatile bicycle lamps, 40 movie tickets, 7 gift vouchers for city buses (à 10 €), and small packages of products.

Thank you for your feedback!

More information:
Outi Viitasalo, Outi.Viitasalo@uta.fi, and Sonja Mattsson, Sonja.Mattsson@uta.fi

On Blog: Tampere3 Library is Created in Cooperation

Tampere3 logoTampere3 higher education institution will start its operations at the beginning of next year. At the same time, the library serving the institution will also begin its work. This future library combines the present library services of the University of Tampere, Tampere University of Technology and Tampere University of Applied Sciences. The new library will be positioned in the university’s organization, but it will offer library services to the whole institution.

The staff of the three libraries has already been planning the services of the future library for months. In the library projects, we are developing the customer service processes, the services for publishing and open science as well as the training offered on information seeking. At the same time, we are preparing the acquisition of a new library system. When realized, it will renew the library’s digital services to better suit the changing customer needs of today and even tomorrow.

The library is an important part of the studying and research infrastructure. Also in the future Tampere3 library aims to offer broad, high-quality and competitive information resources meeting the needs of students, researchers, university staff and other customers.

Development continues even after January

Even though the work is in progress, our services will not be ready yet when the new library starts operating.  We’ll have to manage for a while with transitional solutions for many services, especially for operations connected with information systems. In the beginning, there will still be many things to finish and develop further and not all customer expectations will be met immediately. That is why we hope that our customers will have patience to follow with us through this busy and even laborious phase.

A lot will remain unchanged in our good services. The present library offices will serve the customers also in the future. The library isn’t giving up any other of its services either, even though we are considering new ways to produce them. This doesn’t mean that the services of the present libraries will be unified and offered similarly to all customers, but when planning the service supply we will take different customer profiles into consideration.

Influence the future services

Library services are developed in a customer-oriented way, and collecting feedback has been established as the most important tool for acquiring customer information. Customer feedback is systematically used in developing the services and in planning new ones.

User Survey 2018 banner

The libraries are currently running the User Survey of Tampere3 libraries. In the survey, we hope to get a lot of feedback and development ideas from the customers. Now you can give your valuable contribution to the library’s development while ensuring that also in the future the library offers those services you need.

Projektijohtaja Minna Niemi-GrundströmText: Minna Niemi-Grundström, Project Director of Tampere3 library
Translation: Saija Tapio and Outi Viitasalo

Photo: Outi Viitasalo

Influence the services of Tampere3 library in User Survey

User Survey 2018 logoThe libraries of Tampere3 universities are now building the services of the common Tampere3 library. Come along and share your opinion about the current services in our User Survey! Respond to the survey by 31 March and participate also in a prize draw.

The User Survey is simultaneously open for the libraries of Tampere University of Applied Sciences, Tampere University of Technology and University of Tampere. The survey is aimed at students, researchers and other staff of the university as well as all the other customers of the library.

You can grade both the importance and functionality of the library services. Please feel free to share your comments and suggestions with us. You’ll find the link to the survey on our website. Answering only takes a few minutes.

Link to the survey

Win prizes

Don’t forget to participate also in the prize draw. After responding to the survey, give your contact information on a separate form.

Among all the respondents of Tampere3 libraries we will raffle off plenty of useful prizes: 3 rainproof Rains backpacks, 3 necessary fire blankets, 3 practical frying pans, books, 20 reading lights you can attach to a book, 30 handy & versatile bicycle lamps, 40 movie tickets, 7 gift vouchers for city buses (à 10 €), and small packages of products.

More information at Tampere University Library:
Outi Viitasalo, Outi.Viitasalo@uta.fi, and Sonja Mattsson, Sonja.Mattsson@uta.fi

Links to the survey on Library website

On blog: Our response to feedback from the customer survey

To this spring’s customer survey, we received 1305 responses and feedback from all of our user groups. Our degree students were the most active group in voicing their opinions (76%). Thank you for the feedback!

One of the most important functions of the library is supporting studying and research. Both require well-functioning working spaces and the support of library’s information services at the right time. Based on the feedback the customers also think these things are important. The feedback gives us guidance on how to continue to develop both library as a working space and library’s virtual services.

Classrooms are also your working space

Library’s new versatile premises received many thanks in the survey. However the premises are in high demand and especially more room for group work was requested. It seems not all of our space options are well known, so we aim to inform the students about them more effectively.

Some have felt that checking the availability of group work rooms in the Office 365 calendar is difficult. You can view current week’s reservations also on the Group work rooms web page (Facilities and equipment -> Group work rooms) and on the Booking instructions page by clicking the names of the group work rooms.

Opetusluokka Alma Linnassa

In Linna library the classroom Alma is also available outside of teaching hours for students to use with their key card

During last semester, we got one new bookable group work room in Linna (Vanhala, 3016). By opening the classrooms to students with key card, we created common space for both independent study at the computer and group work. Because there were questions regarding the use of the classrooms, we defined the way to use the rooms with colour signs.

In Linna the classrooms Akseli and Alma are red, meaning spaces for quiet work. The third classroom Elina and Arvo library’s Mauri are yellow spaces where even group work is possible as long as you consider the other users also. Additionally the former bookshop space beside the lobby by the Kalevantie entrance in Linna is a space where several groups can work at the same time.

Comfortable chairs are comfortable to sit on and study. On the other hand, students are knowledgeable about good ergonomics. In addition to the existing standing work places, we recently received new adjustable standing desks. Chairs will be acquired if possible. Check all the corners of the library, there you can find many kinds of seating.

Andor assists in finding information

Andor logoThe new and long awaited information search system Andor has been in service since autumn. It has been continually developed within the possibilities of technology listening to customers’ feedback. In the survey feedback, Andor received both thanks and criticism.

It takes time to learn to use a new search tool. We will strengthen Andor’s marketing and continue user-training workshops. Andor guide is there to help the user and we are also here to help through chat, online, email andor@uta.fi, Andor and Tamcat’s feedback form or in the Library.

Guidance and training flexibly online

Varaa ohjausaika -ikoniWe want to develop flexible services also online. The real time connection to library experts through chat service received many thanks in the survey. From now on we offer the personal Book a Librarian service also online to those customers for whom it is difficult to come to the library. When you are booking your time, choose remote guidance as the meeting place on the form.

Online sections have already been used on information seeking courses integrated into degree programmes. Online teaching will be used also in the future to facilitate flexible studies. The new Managing Research Information online course aimed at researchers was offered for the first time this spring and it turned out to be a good way for researchers’ training. We will continue with online training also in the future.

The survey responses gave us many ideas that we will develop and implement gradually. Follow our newsfeed to keep up to date.

Text and photo: Outi Viitasalo, Development and Administrative Services
Translation: Saija Tapio

New opening hours at Arvo library from 18 April

Due to customer feedback Arvo library on Kauppi campus will be opened already at 8:00 from 18 April. The customer service opens at 9:00 as before.

Opening hours at Arvo library from 18 April

Mon-Thu 8:00 – 17:00
Customer Service 9:00 – 17:00
Fri 8:00 – 16:00
Customer Service 9:00 – 16:00

Library’s opening hours on web

Colours guide the use of Library’s working premises

May I speak or not? Library’s working premises are in huge demand, but talking and use of devices has brought us feedback especially after we opened the classrooms for the customers outside the courses. Now you can see colourful signs demonstrating whether you can discuss freely and use devices or not on the premises.

On the green premises you can tap on the laptop and talk. Group work rooms are green premises, so is Pohjantähti multipurpose space on Linna library’s 1st floor. Although the green sign allows mobile phone usage, in Linna library it is best to make the phone calls in the phone booths on the 2nd and 3rd floor.

On the yellow premises you can use laptop and speak in a low voice if necessary. Linna’s classroom Elina (3022)  and small multipurpose room Pentinkulma are yellow spaces, so it Arvo library’s classroom Mauri. In Pentinkulma you can do group work, so even in Elina, if you cannot find any other space, but remember to take the other students around into consideration.

The red sign means silent working space. In Linna’s Akseli and Alma classrooms you can concentrate on your own work at the computer.

The most silent premises in the Library are the Silent Reading Rooms in Linna and in Arvo library’s Learning Center. In Linna’s reading room there is even a separate reading space where the use of devices is not allowed.

Give us feedback: do the color signs guide the use of library spaces? You can also give feedback on library premises and other services in our User Survey until 9 April.

Working premises in the Library
Floor maps: Linna library and Arvo library

More information:
Leena Horsma-aho, Manager of Student Information Services
leena.horsma-aho@uta.fi