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SURVEY OF CABELL LIBRARY SERVICES--FACULTY (FALLEN)
SURVEY RESEARCH LABORATORY Virginia Commonwealth University
Spring, 1997
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INTERVIEWER NAME: ____________________________________ ID#: _____________
DATE OF INTERVIEW: ______/_______/______ CSID: ______________
TIME START: ______________
TIME END: ______________
TOTAL TIME: ______________
NOTES: ________________________________________________________________________
________________________________________________________________________
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INTRODUCTION:
In this survey, I will ask you questions about your use of Cabell Library and your opinions about some services provided at Cabell Library. Your answers are completely anonymous, and your name will never be connected with the answers you give.
Funds for this survey come entirely from a private foundation. No money from Virginia Commonwealth University or the State of Virginia have been used to fund this survey.
SECTION I: INFORMATION ON RESPONDENT
(SHOW RESPONDENT CARD 1)
1. I am going to show you a card. Card 1 contains a list of activities faculty engage in at the Cabell Library. Which activity is most important to your use of Cabell Library? (Circle one letter.)
A. Using collection of books
B. Using collection of journals
C. Using collection of government documents
D. Using computer databases and on-line searching including access to World Wide Web
E. Having reference questions answered at the reference desk
F. Using interlibrary loan services
G. Using reference books and other printed reference materials
H. (NO ACTIVITY IMPORTANT)
I. Other activity reported by respondent (WRITE IN ACTIVITY)____________________
2. Which activity is second most important to your use of Cabell Library? (Circle one letter.)
A. Using collection of books
B. Using collection of journals
C. Using collection of government documents
D. Using computer databases and on-line searching including access to World Wide Web
E. Having reference questions answered at the reference desk
F. Using interlibrary loan services
G. Using reference books and other printed reference materials
H. (NO ACTIVITY IMPORTANT)
I. Other activity reported by respondent (WRITE IN ACTIVITY)____________________
3. In a typical month, how often do you go to Cabell Library? I am asking about visits to the library, not visits to the computer laboratory or the VCU One-Card office, which are both located in the basement of the building.
(PROBE: "Your best estimate will do.") _________ 88 Don’t Know
4. There are a number of computerized databases in Cabell Library such as DCAT, which is the computerized card catalogue, and computerized indexes for articles in business, psychology, biology, and other areas. In a typical month, how often do you use computerized databases or access the World Wide Web while inside Cabell Library?
(PROBE: "Your best estimate will do.") _________ 88 Don’t Know
5. In a typical month, how often do you use a mainframe computer or the World Wide Web to access Cabell Library computerized databases from outside the library?
(PROBE: "Your best estimate will do.") _________ 88 Don’t Know
SECTION II: REFERENCE DESK SERVICES
For the next series of questions, I am going to ask you about the services provided by librarians at the Cabell Library reference desk, and how much those reference desk services are worth to you. Reference desk services include answering questions about finding and using materials in the library and elsewhere.
In these questions, I will not be asking about Cabell Library's book and periodical collections, reference materials, or the computerized databases. These questions are only about the services provided by the librarians who work at the Cabell Library reference desk.
(SHOW RESPONDENT CARD 2)
Card 2 shows a picture of the reference desk, which is located on the first floor of Cabell Library.
6. Approximately how many times a year do you use the services of the reference desk?
IF RESPONDENT IS UNABLE TO ANSWER QUESTION AS STATED, THEN ASK:
Would you say that in a typical year you use the services of the reference desk
librarians…
A. More than 20 times
B. 16-20 times
C. 11-15 times
D. 6-10 times
E. 2-5 times
F. 1 time
G. Would not use in a typical year.
7. Thinking about the last time you asked for help at the reference desk, do you recall the reason you sought help? (If no response read A-D below)
A. Asked for advice on finding information.
B. Asked question about how to use computerized databases.
C. Asked question about how to search using the World Wide Web.
D. Asked for assistance in finding a book or journal.
E. Asked to use CD-ROM kept at reference desk.
F. Asked for directions to locations in the library.
G. Other (SPECIFY:)_________________________
8. How satisfied were you with the help you received? (Read Responses)
A. Very satisfied
B. Satisfied
C. Dissatisfied
è 8a.Why were you dissatisfied with the help you received?D. Very Dissatisfied
è ___________________________________________________
9. Again, thinking about the last time you sought help from the reference desk librarian, were you able to speak to a librarian immediately? Or did you have to wait?
A. Helped immediately
B. Had to wait
è è 9a. About how many minutes did you have to wait before youwere able to speak to a reference desk librarian?
(PROBE: Your best estimate will do.)
______________ minutes
10. When you have used the services of the Cabell reference desk, how often have you had to wait to talk to one of the reference desk librarians? (Read Responses)
A. All your visits
B. Most of your visits
C. Some of your visits
D. Hardly ever
E. Never
11. Have you ever gone to the reference desk intending to consult with a librarian, but then decided not to talk with librarians when you saw that there were others in line to talk with them?
A. Yes
B. No
12. Have you ever gone to the reference desk intending to consult with a librarian, but found that the desk was closed?
A. Yes
B. No
SECTION III: VALUE OF REFERENCE DESK SERVICES
These next questions are about the hours of operation of the Cabell Library reference desk, and how much reference desk services are worth to you.
(SHOW RESPONDENT CARD 3)
Card 3 lists various reasons that faculty value Cabell Library reference desk services. Please read it over.
13. Of the reasons listed, what is the most important reason for having the reference desk? Just read me the letter.
A. I can use the librarians' specialized knowledge about finding information.
B. I can get advice about how to use computerized databases.
C. I can get advice about searching the World Wide Web.
D. I know that even if I don't need help right now, when I do need future help finding materials in the library, I can go to the reference desk.
E. I can assign research projects to students and know that the students can receive help at the reference desk.
F. Even if I don’t use the reference desk, it is important that a university library have a reference desk.
G. Don't know
H. Other (Specify:_______________________________)
INTRO WTP
I will soon be asking you what reference desk hours are worth to you in real dollars and cents, but first there are several things that I need to explain.
I want to remind you that as a faculty member you pay for services at VCU: You pay for services directly when you pay taxes. You pay for services indirectly when money is used for one purpose instead of another. Money used to pay for reference desk services is not available for other university services you may desire such as faculty development or travel to professional meetings. If Cabell reference desk hours were expanded, then there would be less money to provide other university services. Likewise, if reference desk hours were cut, the savings could be used to increase the levels of other university services.
(PLACE CARD 4 ON DESK -- CARD 4 SHOULD REMAIN IN VIEW OF RESPONDENT FOR REMAINDER OF INTERVIEW.)
Now, I would like you to look at this payment card.
This payment card shows a range of different dollar amounts. The payment card shows the cost for some specific services on the VCU campus. For example, it shows the cost per instructional faculty member of the library’s yearly subscription to the Science, Social Science, and Arts and Humanities Citation Index. Another example on the payment card is Evening Security Escort Services which is used by both faculty and students. The card shows the yearly cost of Evening Security Escort Services per student FTE plus full-time instructional faculty.
I am going to ask you about the value you place on the reference desk services and the value you place, if any, on increasing the level of reference desk services. Remember that larger amounts on the payment card represent higher direct and indirect costs to you. Lower amounts represent lower direct and indirect costs. By choosing an amount for reference desk services, you have the opportunity to say how much those services are worth to you.
[PLACE WORKSHEET ON TABLE IN EASY VIEW OF RESPONDENT.]
To summarize, I will be asking you questions about what reference desk services are worth to you. You pay for these services directly and indirectly . I want to know your maximum willingness to pay for these services, but I am not asking you to pay more than what you currently pay. Your answers will be recorded on this worksheet. You will have several opportunities to change your answers if you wish to do so.
Do you have any questions?
(IF RESPONDENT ASKS ABOUT CURRENT COST OF REFERENCE DESK SERVICES):
I can't give you that information at this point in the interview, because we need to know how much reference desk services are really worth to you without any reference to what they cost.
The payment card provides information to help you understand the cost of some university services. At the end of the interview, I will be glad to give you information about the cost for Cabell Library reference desk services and give you the chance to change your answers.
[SHOW RESPONDENT CARD 5]
14. Card 5 shows the current hours of operation of the Cabell Library and the current hours of operation of the Cabell Library reference desk; currently the reference desk is open 63 hours per week. What amount on the payment card, or any amount in between, is the most you would be willing to pay in direct and indirect costs per year to maintain the current hours of operation of the reference desk? (DO NOT PROBE)
$________ (ENTER AMOUNT HERE AND ON WORKSHEET COL 1)
0 ZERO OR NOTHING
88 DON'T KNOW
99
REFUSED
[SHOW RESPONDENT CARD 6]
15. Card 6 shows the current hours of operation of the Cabell Library Reference Desk and shows another set of reference desk hours, labeled Proposal 1 where the reference desk would be open 18 more hours per week . In addition to the ($ ______) to maintain current hours, how much are you willing to pay per year to increase the hours of the reference desk as in Proposal 1?
(DO NOT PROBE)
$________ (ENTER AMOUNT HERE AND ON WORKSHEET COL. 1) GOTO Q16 on page 12
0 ZERO OR NOTHING è REFER TO Q14:
If dollar amount given on Q14,GOTO Q16 on page 12.
If zero or nothing on Q14 & Q15, GO TO X1 (next page).
88 DON'T KNOW (GO TO Z1 on page 10)
99
REFUSED (GO TO Z1 on page 10)
X1. People have different reasons for saying zero dollars or nothing. For some people, that is how much access to reference desk services is worth to them. Other people give different reasons for saying this. I'm going to read you some statements. Please tell me whether they accurately describe your reason for answering as you do.
A. You currently bear some cost for reference desk services. Did you say zero dollars or nothing because you didn't realize you currently pay something for reference desk services? Probe: "Is that the reason?" IF YES, GO TO X2 (next page)
B. Did you say zero dollars or nothing because you thought we were asking you to pay more than you do currently? Probe: "Is that the reason?" IF YES, GO TO X3
C. Did you give this answer because you think VCU should be able to meet this goal with the money it has, or because you think VCU spends too much money on services that aren't important to you? Probe: "Is that the reason?" IF YES, GO TO X4
E. Did you say zero dollars or nothing because that is what reference desk services are really worth to you? Probe: "Is that the reason?" IF YES, GO TO Q20 (p. 14)
F. Can you tell me the reason for saying zero dollars or nothing?
(SPECIFY REASON:) ___________________________ Go to Q20 (p. 14)
G. REFUSED
H. DON'T KNOW
è Go to Q20 (p. 14)
IF A: X2. You are already paying some amount for reference desk services directly in taxes and indirectly in money used for reference desk services that is not available for other services. It is important for us to learn what value you place on access to reference desk services when you are given the chance to make the choice yourself. Would you be willing to answer these questions if later in the interview I tell you the cost of reference desk services, and I give you the chance to make changes in your answers if you wish?
A. Yes
B. No
è Go to Q20 (p. 14)C. REFUSED
è Go to Q20 (p. 14)D. DON'T KNOW
è Go to Q20 (p. 14)
IF B: X3. We are asking these questions to learn the value you place on access to reference desk services. We are asking about how much the services are worth to you in total, not asking about your willingness to pay in addition to what you currently pay. It is important for us to learn what value you place on access to reference desk services when you are given the chance to make the choice yourself. Would you be willing to answer these questions if later in the interview I tell you the cost of reference desk services, and I give you the chance to make changes in your answers if you wish?
A. Yes
B. No
è Go to Q20 (p. 14)C. REFUSED
è Go to Q20 (p. 14)D. DON'T KNOW
è Go to Q20 (p. 14)
IF C: X4. It is important for us to learn what value you place on access to reference desk services when you are given the chance to make the choice yourself. This value is the highest amount you are willing to pay for an efficiently run reference desk. If we know the value that faculty and students place on reference desk services, then we can determine whether the money spent on providing reference desk services is worthwhile. Would you be willing to answer these questions about reference desk services if I noted that you think the university spends too much on some services that aren't important to you?
A. Yes
B. No
è Go to Q20 (p. 14)C. REFUSED
è Go to Q20 (p. 14)D. DON'T KNOW
è Go to Q20 (p. 14)
IF DK OR REFUSED TO Q14 & Q15:
Z1. People have different reasons for saying they don't know or can't answer these questions. I'm going to read you some reasons. Please tell me whether they accurately describe your reasons for answering as you do.
A. You currently bear some cost for reference desk services. Did you say zero dollars or nothing because you didn't realize you currently pay something for reference desk services? Probe: "Is that the reason?" IF YES, GO TO Z2
B. Did you say zero dollars or nothing because you thought we were asking you to pay more than you do currently? Probe: "Is that the reason?" IF YES, GO TO Z3
C. Did you give this answer because you think VCU should be able to meet this goal with the money it has, or because you think VCU spends too much money on services that aren't important to you? Probe: "Is that the reason?" IF YES, GO TO Z4
D. Did you give this answer because you find it too hard to place a value on the benefit to you of reference desk services without knowing the cost for reference desk services? Probe: "Is that the reason?" IF YES, GO TO Z5
E. Can you tell me the reason for saying you don't know or can't answer the question? SPECIFY REASON: _____________________________ Go to Q20 (p. 14)
F. REFUSED
è Go to Q20 (p. 14)G. DON'T KNOW
è Go to Q20 (p. 14)
IF A: Z2. You are already paying some amount for reference desk services directly in taxes and indirectly in money used for reference desk services that is not available for other services. It is important for us to learn what value you place on access to reference desk services when you are given the chance to make the choice yourself. Would you be willing to answer these questions if later in the interview I tell you the cost of reference desk services, and I give you the chance to make changes in your answers if you wish?
A. Yes
B. No
è Go to Q20 (p. 14)C. REFUSED
è Go to Q20 (p. 14)D. DON'T KNOW
è Go to Q20 (p. 14)
IF B: Z3. We are asking these questions to learn the value you place on access to reference desk services. We are asking about how much the services are worth to you in total, not asking about your willingness to pay in addition to what you currently pay. It is important for us to learn what value you place on access to reference desk services when you are given the chance to make the choice yourself. Would you be willing to answer these questions if later in the interview I tell you the cost of reference desk services, and I give you the chance to make changes in your answers if you wish?
A. Yes
B. No
è Go to Q20 (p. 14)C. REFUSED
è Go to Q20 (p. 14)D. DON'T KNOW
è Go to Q20 (p. 14)
IF C: Z4. It is important for us to learn what value you place on access to reference desk services when you are given the chance to make the choice yourself. This value is the highest amount you are willing to pay for an efficiently run reference desk. If we know the value that faculty and students place on reference desk services, then we can determine whether the money spent on providing reference desk services is worthwhile. Would you be willing to answer the these questions about reference desk services if I noted that you think the university spends too much on some services that aren't important to you?
A. Yes
B. No
è Go to Q20 (p. 14)C. REFUSED
è Go to Q20 (p. 14)D. DON'T KNOW
è Go to Q20 (p. 14)
IF D: Z5. It is important for us to learn what value you place on reference desk services without being influenced the cost of providing reference desk services. Would you be willing to answer these questions if later in the interview I tell you how much you are currently paying for reference desk services and give you the chance to make changes in your answers if you wish?
A. Yes
B. No
è Go to Q20 (p. 14)C. REFUSED
è Go to Q20 (p. 14)D. DON'T KNOW
è Go to Q20 (p. 14)
(SHOW RESPONDENT CARD 7)
16. Card 7 shows the current hours of operation of the Cabell Library Reference Desk, and it also shows another set of reference desk hours, labeled Proposal 2. Under Proposal 2, the reference desk would be open all the hours that the library is open, which is 18 ½ more hours than Proposal 1. In addition to the $ _______ (POINT TO AMOUNT ON WORKSHEET) to maintain current hours and the $_______ (POINT TO AMOUNT ON WORKSHEET) to increase hours under Proposal 1, how much are you willing to pay to increase the hours of the reference desk as in Proposal 2?
$________ (ENTER DOLLAR AMOUNT HERE AND ON WORKSHEET COL. 1)
0 ZERO OR NOTHING
88 DON'T KNOW
99 REFUSED
17. You said you were willing to pay ________ to maintain the current level of reference desk hours. Can you explain why you said ________ dollars is the amount you were willing to pay.
Summarize their response: Focus on the cost, worth, mentioning other items on payment card, option value, the need the good, if they mention what other people are willing to pay)
88 Don't Know
99 Refused
(INTERVIEWER: ADD UP THE AMOUNTS RESPONDENT GAVE IN QUESTIONS 14 15 AND 16, AND ENTER THE TOTAL ON THE WORKSHEET.)
18. At this point in the interview, I am going to review the amounts you have given and give you a chance to make adjustments or changes. People sometimes don't realize that we are going to ask about three different levels of reference desk hours.
You said you were willing to pay $_______ to maintain the current level of reference desk hours, $_____ more for the additional hours in Proposal 1, and $____ more for the additional reference desk hours under Proposal 2. So, $______, is the maximum amount you and your family would be willing to pay to have the reference desk open all the hours the library is open. If you would like to make any changes please don't hesitate to do so. Do you want to make any changes?
A. Yes
è HELP RESPONDENT MAKE CHANGES ON WORKSHEET (COL. 2).B. No.
Now that you have had a chance to think about the value of reference desk services to you, we are now at a point where I can tell you approximately how much reference desk services cost. Then I will give you a chance to change the amounts you gave me on the worksheet.
(SHOW RESPONDENT CARD 8)
(IF ASKED WHY THIS INFORMATION WAS NOT PROVIDED IN THE BEGINNING,)
In this survey I have been asking you questions to try to learn the value you place on Cabell library reference desk services. Sometimes people find it hard to say just how much these services are worth to them and they ask us to tell them the cost of these services. We don't provide this information early in the interview because we want you to think about how much reference desk services are worth to you without being influenced by how much they cost.
19. On the worksheet are the amounts you said you would be willing to pay for the different hours of operation of reference desk services. Please feel free to change any of these amounts up or down. Remember that what we want is your maximum willingness to pay in real dollars and cents whether or not you are currently paying that amount. Would you like to make changes?
A. Yes
è HELP RESPONDENT MAKE CHANGES ON WORKSHEET (COL. 3).B. No.
SECTION IV: FINAL QUESTIONS AND DEBRIEFING.
I have asked all the question I need to ask about reference desk services. To finish the survey I need to ask a few questions about yourself.
20. In which School or College do you teach?
A. College of Humanities and Sciences (including School of Mass Communications)
B. School of the Arts
C. School of Business
D. School of Education
E. School of Engineering
F. School of Social Work
G. Other (SPECIFY: _________________________________)
21. (INDICATE SEX OF RESPONDENT.)
A. Male
B. Female
22. When do you most often use Cabell Library this semester? (READ RESPONSES)
A. Weekday mornings
B. Weekday afternoons
C. Weekday evenings
D. Weekend mornings
E. Weekend afternoons
F. Weekend evenings
23. Approximately how many years have you taught at VCU? _________
24. Are you a collateral faculty member, tenure track, or tenured?
A. Collateral.
B. Tenure track.
C. Tenured.
25. Are you a full Professor, Associate Professor, Assistant Professor, or Instructor?
A. Full Professor
B. Associate Professor
C. Assistant Professor
D. Instructor
(INTERVIEWER: READ THE FINAL PAGE OUT LOUD TO THE RESPONDENT)
In this interview you have been asked a number of questions so that we may understand the value you place on Cabell Library reference desk services. Before the interview ends, please understand several things:
If you have any questions about this survey, the survey sponsors would be happy to speak with you. For more information. Please contact Frank Allen, Assistant Professor, University Library Services, at 828-2729.
We ask that you sign below to indicate that you have read and understood the information on this page. You will receive a copy of this sheet so that you may review the information at your convenience.
We thank you for your participation.
I have read and understood the information on this sheet.
Signature___________________________________________________________ Date ____________________
In this interview you have been asked a number of questions so that we may understand the value you place on Cabell Library reference desk services. Before the interview ends, please understand several things:
If you have any questions about this survey, the survey sponsors would be happy to speak with you. For more information. Please contact Frank Allen, Assistant Professor, University Library Services, at 828-2729.
We ask that you sign below to indicate that you have read and understood the information on this page. You will receive a copy of this sheet so that you may review the information at your convenience.
We thank you for your participation.
I have read and understood the information on this sheet.
Signature___________________________________________________________ Date ____________________
INTERVIEWER NAME: ____________________________________ ID#: _____________
DATE OF INTERVIEW: ______/_______/______ CSID: ______________
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Maintain Current Hours |
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Proposal 1 |
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Proposal 2 |
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Total |
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