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All slides and material are commercial-in-confidence. Copyright © 2005 Ambit Insights. All rights reserved.

All slides and material are commercial-in-confidence. Copyright © 2005 Ambit Insights. All rights reserved. Qualitative Data Analysis Council of Australian University Libraries (1995 – 2005) Dr. Stan Rodski Head of Research

33 Copyright © 2005 Ambit Insights. All rights reserved. Session Agenda Introduction Current Key Issues: (by Client Category) Trend analysis: Key Issues 1995 – 2005 (by Client Category) Questions Trend analysis: Key Issues Current Key Issues: (by Faculty)

4 Copyright © 2005 Ambit Insights. All rights reserved. Session Agenda INTRODUCTION

5 Copyright © 2005 Ambit Insights. All rights reserved. Introduction Research Overview: Over the last 10 years Rodski Survey Research has completed 81 University Library Customer Satisfaction surveys. As part of our continuing investment in this sector, Rodski have undertaken a major longitudinal qualitative study of the last 10 years survey results. Over 1 million comments have been collected from these surveys and in this study 10% (10,000) of these comments were randomly chosen and analysed. Across the 10 years (1995 – 2005) there were 10 key issues across all years and demographics. These 10 issues that form the basis of this study were Providing a quiet environment Customer Service Opening hours Resources/books Loans Photocopying Cleanliness Facilities Computers Internet The data was then analysed by YEAR, UNIVERSITY GROUPING and FACULITY. This study is ongoing and will be reported on an annual basis.

6 Copyright © 2005 Ambit Insights. All rights reserved. Session Agenda Trend analysis: Key Issues

7 Copyright © 2005 Ambit Insights. All rights reserved. Trend analysis: Key Issues IMPROVERS Resources / Books Opening Hours Quiet Environment Loans STATIC Customer Service Facilities WORSENINGS Internet Computers Photocopiers

8 Copyright © 2005 Ambit Insights. All rights reserved. Session Agenda Trend analysis: Key Issues 1995 – 2005 (by Client Category)

9 Copyright © 2005 Ambit Insights. All rights reserved. Trend analysis: Key Issues 1995 – 2005 (by Client Category) IMPROVERS Quiet Environment Loans Internet Cleaning Computers STATIC Opening Hours Photocopiers WORSENINGS Customer Service Facilities Resources / Books

10 Copyright © 2005 Ambit Insights. All rights reserved. Trend analysis: Key Issues 1995 – 2005 (by Client Category) IMPROVERS Opening Hours Internet Cleaning STATIC Quite Environment Loans Photocopiers WORSENINGS Customer Service Facilities Resources / Books

11 Copyright © 2005 Ambit Insights. All rights reserved. Trend analysis: Key Issues 1995 – 2005 (by Client Category) IMPROVERS Resources / Books Quite Environment Internet STATIC none WORSENINGS Customer Service Computers Loans Photocopiers Facilities Cleaning Open Hours

12 Copyright © 2005 Ambit Insights. All rights reserved. Trend analysis: Key Issues 1995 – 2005 (by Client Category) IMPROVERS Customer Service Resources / Books Computers STATIC Opening Hours Cleaning Facilities WORSENINGS Quite Environment Internet Photocopiers Loans

13 Copyright © 2005 Ambit Insights. All rights reserved. Trend analysis: Key Issues 1995 – 2005 (by Client Category) IMPROVERS Photocopiers Resources / Books Loans Quite Environment STATIC Cleaning Facilities WORSENINGS Internet Computers Customer Service Opening Hours

14 Copyright © 2005 Ambit Insights. All rights reserved. Trend analysis: Key Issues 1995 – 2005 (by Client Category) IMPROVERS Resources / Books Customer Service Photocopiers Cleaning STATIC Loans Facilities WORSENINGS Computers Quite Environment Opening Hours Internet

15 Copyright © 2005 Ambit Insights. All rights reserved. Session Agenda Current Key Issues: (by Client Category)

16 Copyright © 2005 Ambit Insights. All rights reserved. Current Key Issues: (by Client Category) ACADEMIC STAFF

17 Copyright © 2005 Ambit Insights. All rights reserved. Current Key Issues: (by Client Category) ANOTHER UNIVERSITY

18 Copyright © 2005 Ambit Insights. All rights reserved. Current Key Issues: (by Client Category) GENERAL STAFF

19 Copyright © 2005 Ambit Insights. All rights reserved. Current Key Issues: (by Client Category) OTHER

20 Copyright © 2005 Ambit Insights. All rights reserved. Current Key Issues: (by Client Category) POSTGRADUATE

21 Copyright © 2005 Ambit Insights. All rights reserved. Current Key Issues: (by Client Category) TAFE

22 Copyright © 2005 Ambit Insights. All rights reserved. Current Key Issues: (by Client Category) UNDERGRADUATE

23 Copyright © 2005 Ambit Insights. All rights reserved. Session Agenda Current Key Issues: (by Faculty) 5 6 5

24 Copyright © 2005 Ambit Insights. All rights reserved. Current Key Issues: (by Faculty) HUMANITIES

25 Copyright © 2005 Ambit Insights. All rights reserved. Current Key Issues: (by Faculty) ECONOMICS

26 Copyright © 2005 Ambit Insights. All rights reserved. Current Key Issues: (by Faculty) LAW

27 Copyright © 2005 Ambit Insights. All rights reserved. Current Key Issues: (by Faculty) ENGINEERING

28 Copyright © 2005 Ambit Insights. All rights reserved. Current Key Issues: (by Faculty) SCIENCE

29 Copyright © 2005 Ambit Insights. All rights reserved. Session Agenda QUESTIONS? 5 6 6

All slides and material are commercial-in-confidence. Copyright © 2005 Ambit Insights. All rights reserved.