Re-envisioning library opening hours: University of the Western Cape library 24/7 Pilot Study Anwa Adriaanse www.lib.uwc.ac.za
Overview About UWC Background to 24/7 library services Levels of service Costs Staffing Statistics Library Survey Benchmarking Recommendations References
UWC LIBRARY.
Library Vision: to be a strategic partner recognised for our excellence in innovative and relevant library and information services
Background to 24/7 library services Student demonstrations: 2015 2016 academic years Integral demand - greater access to library Oct/Nov 2016 exams deferred to Jan/Feb 2017 Library management tasked with planning a 24/7 library service Additional support to students The pilot ran from Saturday 7 January until end of examinations on 9 February 2017.
Levels of Service Three shifts with varying service levels, as follows: Daytime shift [8.20-16.30] Full public service Information service (in person, by phone, via live chat) Face to face consultation with faculty librarians Library training / seminars IT support Access to PCs Photocopy and print service (technical support; adding credit) Access to discussion rooms Loans and returns (open shelves and short-loans) Interlibrary loans Evening shift [16.30-24.00] Limited public service Information service (in person, by phone, via live chat) Virtual consultation with faculty librarian via live chat (16:30 20:00) Access to PCs Photocopy and print service (adding credit) Loans and returns (open shelves and short-loans) Midnight shift [24.00-8.00] Basic public service Information service (in person, by phone) Access to PCs Photocopy and print facilities Loans and returns (open shelves and short-loans)
24/7 Library Services: Costs Three major cost elements: staffing, transport and additional cleaning costs. Staffing costs 14 staff members; 112 shifts; 896 hours 2 student assistants differentiated pay for specific shifts (day vs weekend) Transportation costs 6 staff members; 45 trips Cleaning costs 1 team of cleaners for the evening shift during the week Additional cleaning on a Saturday and Sunday.
24/7 Library Services: Staffing Based on volunteers no restrictions on grades Non-circ staff paired with experienced staff training provided Daytime shift, normal compliment, less the staff withdrawn for shifts Evening shift, 4 staff and 3 security patrolling all levels Midnight shift, 3 staff and 3 security Time off after shifts impacted on library operations Staff had to be given time off before resuming regular hours. Extended periods when daily operations are affected. This was manageable as a short-term trial during what would normally have been a vacation period.
24/7 Library Services: Statistics Two sets of statistics overall usage throughout each day Stats over weekends Two-hourly headcount of students Over the course of this period, a total student headcount of 17 559 was reached. Some students may have been counted more than once over the course of multiple two-hourly periods.
24/7 Library Services: Usage statistics
Student Headcount 24/7 Library Services: Usage statistics 900 Weekday Student Headcount 800 700 600 500 400 300 Monday Tuesday Wednesday Thursday Friday 200 100 0 Week 1 09-13 Jan Week 2 16-20 Jan Week 3 23-27 Jan Week 4 30 Jan-03 Feb Week 5 06-09 Feb
24/7 Library Services: Usage Summary Students were present in the library at any given time, day or night, throughout the 24/7 library service trial period The highest daily student count was reached on a Sunday The average weekday attendance was higher than weekends The busy periods over weekends were from early afternoon to late evening Weekdays had a more even spread of student traffic The bulk of student traffic occurred during the hours before midnight, on both weekends and weekdays. Student numbers dropped significantly after 2am
24/7 Library Services: Survey A 4 question survey at the Service Desk on each visit. Low percentage of respondents [791/17 559]
Survey Q1: Please indicate your faculty
Survey Q2: Are you an Undergraduate or Postgraduate UWC student?
Survey Q3: Please indicate the duration of your visit
Survey Q4: Why did you come to the library after hours? The majority of the students - to study for exams A quiet place to study Student residences too noisy for productive study. Students also made use of: the computers photocopying and printing facilities The library was preferred as it offered a peaceful, safe and secure environment
Benchmarking A benchmarking exercise with a few universities All the universities reportedly have operational 24/7 study facilities. No access to staff or student assistants No access to book collections Facilities available at some include printing from laptops, photocopying and wifi All were access controlled Security presence Some had additional security measures such as CCTV cameras At one university, card controlled access to 24/7 PC labs are available in faculty locations across campus.
Recommendations The recommended 24/7 model is closer to the benchmarked examples A 24/7 library service does not require the presence of library staff Student interactions with the service desk were virtually nil. Costs associated with 24/7 library operations are prohibitive Not sustainable for extended periods May be considered during exam times in the absence of alternatives A short term recommendation: Opening the Library foyer to permit 24-hour access to facilities like printing and copying throughout the year. This offers seating and desk access for 70 students, and access to toilets Security personnel and CCTV cameras will be required to monitor access and oversee the area. A medium term recommendation: The Library Study Hall should be upgraded to provide a 24/7 study facility Accessed from outside the library it provides seating and desk space for over 200 people. Not a secure environment There are no facilities for printing and copying in this area. The facility should be upgraded to permit disabled student access, card-controlled access, CCTV cameras. Requires additional and improved seating Additional 24/7 study facilities closer to residences are recommended.
References This presentation is based on a report on the UWC 24/7 Library Service Pilot Project. The original report was collectively compiled by Anwa Adriaanse, Alfred Nqotole and Allison Fullard. I would like to acknowledge their contribution.
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