What you told us

Results of the November 2007 user experience survey

Thanks to all who replied to our survey in November. We are very grateful to you - many from abroad - and to those who attended focus groups in London.

We sent out 2786 forms and received 305 replies. At 11 per cent, this is statistically a very good return rate.

In total, 2005 comments came back, of which 1568 were positive and 437 negative.

Your comments clustered around 22 main aspects: these were consistently reported as important in terms of quality of experience of the Library.

Main aspects that are important, and where you scored the Library well, are:

• the comprehensiveness and 'browsability' of the collections

• the helpfulness of staff

• the quality of the Library spaces.

Main aspects that are also important, but which scored less well, are:

• layout and signage

• access for disabled readers

• catalogue displays and catalogues, and access to digital images

• restrictiveness of some procedures (photography and retrieval speeds)

• lack of area for eating own food and drink

• lack of group work spaces

• difficulty in finding out about all the collections, as a whole.

There are a number of things you didn't like, which we hope we can improve on. These are:

Layout and signage

New signage is on order and should be installed during the spring. We have also produced new layout maps and we will be interested in your views about how helpful these are.

Access for disabled readers

The limitations of the building make this a challenge. We are currently working with an external consultant to see what adjustments we can make to improve independent use of the Library.

Catalogue displays and catalogues

We are currently reviewing the online display of the Library catalogues and are aiming for an improved search interface - including access to the materials we are planning to digitise - within the next 12 months.

As we develop this we will be seeking input from readers to help us identify problems and what new features we should provide. Further details will be posted in the Library's e-newsletter, and we hope that some of you will sign up to work with us on that initiative.

Getting access to Library images

Wellcome Images is the Library's digital image repository. It contains over 160 000 images from the history of medicine, contemporary healthcare, social history, biomedical sciences and clinical medicine. These images are freely accessible for viewing, downloading and printing and can be used for personal study and educational use.

If you require help finding the images you need, contact our picture researchers by email - images@wellcome.ac.uk - or call 020 7611 8348. The Library also runs regular image workshops as part of its resource discovery programme.

Digital photography

We will enable the use of self-service digital photography (including mobile phone cameras) at the start of the 2008-2009 academic session and will monitor the effect of this. The Library can also advise on other reproduction options - digital scanning and photography - for readers who need high-quality images.

Speed of delivery from stores

The vast majority of items from stores can be available within 60 minutes of request. You can order what you want in advance of your visit, so that the materials will be waiting for you. Through 'My Library Account' you can track the progress of your online requests and see when they have arrived in the reading rooms.

Refreshments and relaxing space

Finding an area within Wellcome Collection or the Library for readers to eat their own food and drink is very difficult because of space constraints and layouts, but we will keep you informed on progress and options.

We also suggest that regular readers consider joining the Club, and look at the concessionary membership rates available. If you would like to be shown the Club Room next time you are in the building, please ask the staff at the main reception on the ground floor.

Group work space

Now that the new building has been open for almost a year we are reviewing the use and deployment of all our public spaces. The accommodation of groups and facilitating group working in the Library is part of that review.

Comfort and ambience

We are in discussion about the acquisition of some important new paintings for the Library entrance area. But, as negotiations may take some time, we are installing some prints in the interim.

Newspapers are available in the comfortable seating area near the journals.

Temperature in the Library
We aim to maintain an ambient temperature of between 21 and 22 degrees. The temperature level is set both for the comfort of users and to protect the collections. We are aware of variations in temperature and have been working with our Facilities department to ensure it remains stable.

Drinking water
We are finalising locations for the installation of additional water fountains inside the Library, on both the second and third floors, so that you no longer have to leave the Library to get a drink.

Finding out more about the collections

To keep you informed about the collections we are acquiring and on which we are working, the Library sends out a regular e-newsletter. This also contains the dates and times of our public tours and visits, specialist resource discovery sessions, and about service updates. Sign up to receive it.