We rely on your feedback to keep developing our services. It’s really important to us that we continue to provide a customer-focussed service that meets and exceeds your needs, and we rely on your feedback to achieve this. If you have any suggestions or comments on how we can improve our service, please let us know. There are lots of ways to get in touch and information about how we use your feedback to improve our services can be found in the sections below.
You can get in touch with us:
- Fill in the online feedback form or complete a 'Have your say' leaflet, available at Ask4Help and on the floors in all our libraries
- Via Twitter (www.twitter.com/NULibrary)
- Via Facebook (www.facebook.com/NorthumbriaUniLibrary)
- Via Instagram (www.instagram.com/nulibrary)
We aim to deliver excellent customer service to all our students, staff and other readers at all times, and we use your feedback to develop our services. You can find out more about how we use your feedback to improve our services in the sections below.
Q. Why does the library block access to the zotero bibliographic website?
A. The Library open access PCs have the same programs and access rights as all general open access PCs across campus. Within some Faculties you may be able to access specialist software that is not available to all students. If there is an academic requirement to access a particular piece of software, a member of academic staff must put in a request to IT Services that the program be made available. For security reasons students are not able to download and run programs on open access PCs. 16th May 2016
Q. Why is the basement water fountain still not working? It’s been out of order for weeks.
A. The initial problem with the fountain was that it had become clogged with food debris, this was cleared and a new pump was fitted, and the fountain is operational once again. We are also looking into alternative fountains. 24th May 2016
Listed below are the questions and issues identified by students, staff and other readers through the feedback form, your Staff-Student Programme Committees, the most recent National Student Survey, Library User Satisfaction Survey and the Library Forum.
The Library uses feedback from a number of surveys (including the Library Survey, National Student Survey (NSS), Postgraduate Taught Experience Survey (PTES) and Postgraduate Research Experience Survey (PRES)) to improve the services that we provide in your Library. Based on student feedback, in 2015 we upgraded the City Campus Basement to nearly double the space available, adding over 100 more study spaces, 8 new bookable study rooms and 13 large ‘plug and play’ collaborative screens. We added 10 new Macs and 30 new PCs as well as relaxation space for time out from study.
Here are some of the improvements we’ve made based on your most recent feedback through surveys:
|You said...||We listened...||Did you know...?|
|I often have difficulty using NORA to access online journals and books||Library Search is a new powerful single search box which allows you to search for books, ebooks, journal articles and databases in the Library collections and beyond.||There are new library guides to help you make the most of Library Search.|
|It’s sometimes hard to find a free computer in the Library||
In 2015 we refurbished the City Campus Library Basement, adding 87% more space, 8 study rooms, 13 large ‘plug and play’ screen, 10 Macs and 30 PCs.
|You can check PC availability from home for City Campus Library, Law Practice Library, and Coach Lane Library online. You can book study rooms at City Campus Library online or through the Ask4Help desk at Coach Lane Library.|
|I can’t find all of the different materials that I need for my course||The University Library online contains floor and subject guides; tools to help you search and use Library Search, and information on Inter Library Loans and the SCONUL scheme.||If you still can’t find what you need, you can recommend a book for purchase by the Library.|
|The book I want is a core module text and all the copies are on loan||Our policy is to always purchase an ebook for any reading list title where one is available, giving you more access to textbooks when you need them.||The Library has 500,000 books; 800,000 ebooks; 1000 print journals; 65,000 ejournals and over 300 databases for you to use for your studies and research.|
|I have problems referencing my assignments properly||The Northumbria Skills Programme has classroom-style sessions on a number of topics, including referencing. You can also find help on referencing on Skills Plus and through Cite Them Right.||You can get one-to-one help on any topic, including referencing, from our Librarians: Mondays 11am-1pm in Pod 4 at City Campus Library Tuesdays 11am-1pm in Study Room 2 at Coach Lane Library.|
|The journals I need are in the Sub-basement, but I don’t know how it works||We have created 3 guides to accessing and using the Sub-basement on Ask4Help Online.||You can access the Sub-basement via the lift or the central staircase.|
If you find something isn’t working that you think we haven’t noticed, then you can let us know using the 'Something not working?' form.