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SURVEY OF CABELL LIBRARY SERVICES (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: ________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
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. Now I am going to show you a card. Card 1 contains a list of activities students 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 of 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. Studying
I. Group meetings for projects and activities
J. (NO ACTIVITY IMPORTANT)
K. 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 of 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. Studying
I. Group meetings for projects and activities
J. (NO ACTIVITY IMPORTANT)
K. 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 Cabell Library Reference Desk, which is located on the first floor of Cabell Library.
6. During your time as a student at VCU, have you ever used the services of the reference desk?
A. Yes
è (GO TO Q9)B. No
IF NO: 7. Before this interview, were you aware of the existence of the Cabell Library Reference Desk?
A. Yes
B. No
è (GO TO SECTION III on p. 6)
8. Which of the following statements best explains why you have not used the
services of the reference desk? (Circle response)
A. I was not aware of the services offered.
B. I know how to find materials in the library and have no need to ask for help.
C. I use friends or course instructors to help me find materials in the library.
D. None of my instructors has assigned projects requiring me to use the library.
E. OTHER REASON (SPECIFY:__________________________________)
F. DON'T KNOW
ALL RESPONSES TO Q8
è GO TO SECTION III (p.6)
IF RESPONDENT IS UNABLE TO ANSWER QUESTION AS STATED, THEN ASK:
Would you say that in a typical semester you would use the services of the reference desk
librarians…
A. More than 10 times
B. 6-10 times
C. 2-5 times
D. 1 time
E. Would not use in a typical semester.
10. 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 how to start research on a project.
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:)_________________________
11. How satisfied were you with the help you received? (Read Responses)
A. Very satisfied
B. Satisfied
C. Dissatisfied è 11a.Why were you dissatisfied with the help you received?
D. Very Dissatisfied è ___________________________________________________
12. 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 12a. About how many minutes did you have to wait before you
were able to speak to reference desk librarian?
(PROBE: Your best estimate will do.)
______________ minutes
13. 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
14. 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
15. Have you ever gone to the reference desk intending to consult with a librarian, but found that it 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 using the reference desk services are worth to you.
(SHOW RESPONDENT CARD 3)
Card 3 lists various reasons that students value Cabell Library reference desk services. Please read it over.
16. Of the reasons listed, what is the most important reason for having the reference desk? Just read me the letter.
A. I can get advice about where to start a research project.
B. I can get advice about how to use computerized databases.
C. I can get advice about searching the World Wide Web.
D. I can use the librarians' specialized knowledge about finding information.
E. I can find out about what is in the library and how to find it.
F. 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.
G. None of the above
H. Don't know
I. Other (Specify:_______________________________)
17. When you enrolled for courses at the beginning of this semester, were you considered a full time or part time student?
A. Full-time
(undergraduates at least 12 credit hours; graduate at least 9 credit hours) è GO TO Q18.B. Part-time (SHOW STUDENT PURPLE TAB PAYMENT CARD
GO TO "INTRO WTP" on page 8.)
18. Some students receive grants or scholarships to cover their college costs, which unlike student loans, do not have to be repaid. Did you receive any grants or scholarship to cover some of your college costs this semester?
A. No
B. Yes
è GOTO Q19
IF YES: 19. [HAND RESPONDENT CARD 4] Card 4 shows the cost of tuition and fees for a semester of study at VCU. Of your total bill for tuition, fees, and books, what percentage of the total bill is paid by you or your family out of pocket or paid by student loans that must be repaid later? (READ RESPONSES – IF HESITATION, THEN Say: Your best estimate will do)
A. 75%-99% (SHOW STUDENT YELLOW TAB PAYMENT CARD)
B. 50%-74% (SHOW STUDENT BLUE TAB PAYMENT CARD)
C. 25%-49% (SHOW STUDENT GREEN TAB PAYMENT CARD)
E. 0% - 24% (SHOW STUDENT ORANGE TAB PAYMENT CARD)
INTRO WTP
I now want you to look at this payment card.
I will soon be asking you what reference desk hours are worth to you, but first there are three things that I need to explain.
First, this payment card shows a range of different dollar amounts. The payment card shows the cost to you for specific services on the VCU campus. (Show example) For example, it shows how much you pay per semester in tuition and fees for the Arts Cultural Series.
Second, to maintain the current level of other university services, reference desk hours can only be expanded if students pay higher tuition and fees. Likewise, If Cabell reference desk hours were cut, the savings could decrease student tuition and fees.
Third, 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. Please keep the following in mind:
[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 when you pay tuition and fees. I want to know your maximum willingness to pay for these services, and 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 HOW MUCH HE OR SHE IS CURRENTLY PAYING):
I can't give you that information at this point in the interview, because it may bias your response.
(IF MORE IS NEEDED):
We need to know how much reference desk services are really worth to you without any reference to what you are currently paying for them. However, in order to help you understand how much you are already paying for some university services, the payment card gives information about how much you are paying for other types of university services. At the end of the interview, I will be glad to give you information about your actual payments for Cabell Library reference desk services and give you the chance to change your answers.
[SHOW RESPONDENT CARD 5]
20. 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 tuition and fees a semester to maintain the current hours of operation of the reference desk? (DO NOT PROBE)
$________ (ENTER DOLLAR AMOUNT HERE AND ON WORKSHEET COL. 1)
0 ZERO OR NOTHING
88 DON'T KNOW
99 REFUSED
[SHOW RESPONDENT CARD 6]
21. Card 6 shows the current hours of operation of the Cabell Library Reference Desk and shows another set of reference desk hours, labeled Proposal 1 where the reference desk would be open 18 more hours per week . In addition to the ($ ______) to maintain current hours, how much are you willing to pay to increase the hours of the reference desk as in Proposal 1?
(DO NOT PROBE)
$________ (ENTER AMOUNT HERE AND ON WORKSHEET) GOTO Q22
0 ZERO OR NOTHING è REFER BACK TO Q20:
If dollar amount given on Q20,GOTO Q22 on page 13.
If zero or nothing on Q20 & Q21, GO TO X1.
88 DON'T KNOW (GO TO Z1 on page 11)
99
REFUSED (GO TO Z1 on page 11)
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 reasons. Please tell me whether they accurately describe your reasons for answering as you do.
A. You currently pay for reference desk services when you pay tuition. Did you say zero dollars or nothing because you didn't realize you currently pay 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 currently pay? 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 Q25 (page 15)
F. Can you tell me the reason for saying zero dollars or nothing?
(SPECIFY REASON:) ______________________________ GO TO Q25 (page 15)
G. REFUSED
H. DON'T KNOW
è GO TO Q25 (page 15)
IF A: X2. You are already paying some amount for reference desk services in the cost of tuition. 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 how much you are currently paying for 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 Q25 on page 15)C. REFUSED
è (GO TO Q25 on page 15)D. DON'T KNOW
è (GO TO Q25 on page 15)
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 how much you are currently paying for 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 Q25 on page 15)C. REFUSED
è (GO TO Q25 on page 15)D. DON'T KNOW
è (GO TO Q25 on page 15)
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 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 Q25 on page 15)C. REFUSED
è Go to Q25 (p.15)D. DON'T KNOW
è Go to Q25 (p. 15)
IF DK OR REFUSED TO Q21:
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 pay for reference desk services when you pay tuition. Did you give this answer because you didn't realize you currently pay for reference desk services? Probe: "Is that the reason?" IF YES, GO TO Z2
B. Did you give this answer because you thought we were asking you to pay more than you currently pay? 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 what you are now paying for reference desk services? Probe: "Is that the reason?" IF YES, GO TO Z5
E. Did you give this answer because that is what reference desk services are really worth to you? Probe: "Is that the reason?" IF YES GO TO Q25 (p. 15)
F. Can you tell me the reason for saying you don't know or can't answer the question? SPECIFY REASON: ________________________________GO TO Q25 (p. 15)
G. REFUSED
è Go to Q25 (p. 15)H. DON'T KNOW
è Go to Q25 (p. 15)
IF A: Z2.You are already paying some amount for reference desk services in the cost of tuition. 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 how much you are currently paying for reference desk services, and I give you the chance to to make changes in your answers if you wish?
A. Yes
B. No
è (GO TO Q25 on page 15)C. REFUSED
è Go to Q25 (p. 15)D. DON'T KNOW
è Go to Q25 (p. 15)
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 how much you are currently paying for reference desk services, and I give you the chance to to make changes in your answers if you wish?
A. Yes
B. No
è (GO TO Q25 on page 15)C. REFUSED
è Go to Q25 (p. 15)D. DON'T KNOW
è Go to Q25 (p. 15)
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 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 Q25 on page 15)C. REFUSED
è Go to Q25 (p.15)D. DON'T KNOW
è Go to Q25 (p. 15)
IF D: Z5. It is very important for us to learn what value you place on reference desk services without being influenced by what you (and your family) are already paying for 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 Q25 on page 15)C. REFUSED
è Go to Q25 (p. 15)D. DON'T KNOW
è Go to Q25 (p. 15)
22. [SHOW RESPONDENT CARD 7]
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
22b. 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.
Rewrite down their response: Focus on the Cost, worth, mentioning other items 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 20, 21, AND 22, AND ENTER THE TOTAL ON THE WORKSHEET.)
23. 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 you pay for the services. Then I will give you a chance to change the amounts you gave me on the worksheet.
If they are a full time student and pay 100%
If they are a full time student and pay 75%-99%
è Show them card 9BIf they are a full time student and pay 50%-74%
è Show them card 9CIf they are a full time student and pay 25%-49%
è Show them card 9DIf they are a full time student and pay 0% - 24%
è Show them card 9EIf they are a part-time student
è Show them card 9F
(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 how much they currently pay for 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 you currently pay.
24. 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.
25. What is your class status?
A. Freshman
B. Sophomore
C. Junior
D. Senior
C. Masters student
E. Ph.D. student
F. Other/non-degree seeking
26. How would you describe your racial or ethnic background?
A. White
B. Black
C. Hispanic
D. Asian or Pacific Islander
E. Another race (SPECIFY RACE:______________________________)
F. DON'T KNOW
27. (INDICATE SEX OF RESPONDENT.)
A. Male
B. Female
28. In which School or College are you enrolled?
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. Don't know
H. Other (SPECIFY: _________________________________)
29. 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
30. How many semesters have you been enrolled at VCU? _________
[SHOW RESPONDENT CARD 8]
31. Card 8 shows different income levels.
For classification purposes only, please tell me which category best describes the total income received by your household during 1996. Just tell me the letter.
A. Under $5,000
B. $5,000 to $9,999
C. $10,000 to 14,999
D. $15,000 to 19,999
E. $20,000 to 24,999
F. $25,000 to 29,999
G. $30,000 to 39,999
H. $40,000 to 49,999
I. $50,000 to 59,999
J. $60,000 to 69,999
K. $70,000 and over.
L. DON'T KNOW
M. REFUSED
A. More Likely
B. Will use about the same amount
C. Less likely
(INTERVIEWER: READ THE FINAL PAGE OUT LOUD TO THE RESPONDENT)
In this interview you have been asked a number of questions to try to understand the value you place on Cabell Library reference desk services. Before the interview ends you need to 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 will receive a carbon 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 and received a gift certificate for participating in the survey.
Signature___________________________________________________________ Date ____________________
In this interview you have been asked a number of questions to try to understand the value you place on Cabell Library reference desk services. Before the interview ends you need to 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 will receive a carbon 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 and received a gift certificate for participating in the survey.
Signature___________________________________________________________ Date ____________________
INTERVIEWER NAME: ____________________________________ ID#: _____________
DATE OF INTERVIEW: ______/_______/______ CSID: ______________
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Changes |
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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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