IS428 AY2019-20T2 Assign NG JUN HONG

SMU Libraries Survey

Background

Every two years, SMU Libraries conduct a comprehensive survey in which faculty, students and staff have the opportunity to rate various aspects of SMU library's services. The survey provides SMU libraries with input to help enhance existing services and to anticipate emerging needs of SMU faculty, students and staff.

Objectives

With massive respondents' feedback obtain from the surveys. I am task to use visual analytics approach to reveal the levels of services provided by SMU libraries as perceived by the undergraduate students, postgraduate students, the faculty and the staff.

Summarising Data Set & Planning for Visualisation

Dashboard	Purpose	Variables Require	Measurement
General Information	This will be the home dashboard of the visualisation, to summarise the general data of the survey. This include: Brief introduction of survey background, and total number of respondents Total respondents from Li Ka Shing and Kwa Geok Choo Law Libraries Total respondents from different position - Undergraduate Y1/ Professor/ Staff and study area - Business/ Social Science/ Accountancy Frequency of libraries visits, campus visits, access of libraries resources Respondents that are exchange/local students	Campus, StudyArea, Position, ID, HowOftenL, HowOftenC, HowOftenW	Number of respondents
Respondents Library Advocacy	This dashboard will provide an overview of respondents' libraries advocacy. There will be display of net promoter score, % detractor/passive/promoter of each respective position and study area, number of respondents	NPS1, Position, StudyArea	Net Promoter, Distribution of detractor, passive and promoter, Number of respondents
Respondents Library Satisfaction	This dashboard will provide an overview of respondents' libraries satisfaction. Presenting distributions of respondents score rating 1 - 7 of each respective position and study area, number of respondents	NPS1, Position, StudyArea	Distribution of score rating 1 - 7, Number of respondents
Library Performance and Importance	This dashboard will provide an overview of respondents thoughts on libraries performance and importance in the area - communication, facilities * equipment, information resources, service delivery. Presenting distributions of respondents score rating 1 - 7 of each respective position and study area, number of respondents	I1-I26, P1-P26, Position, StudyArea	Distribution of score rating 1 - 7, Number of respondents

Visualisation Building Process

Screenshot	Steps Taken
	Data Preparation in Tableau Prep Builder 1. Columns title I1-I26, NA1-NA26, P1-P27, NPS1 and comment remain unchanged 2. Change other columns naming to own understanding 3. Convert the type to String 4. Change all numeric encoding to its meaning 4. Save output as CSV file
	Data Preparation in Tableau Prep Builder 1. Columns title I1-I26, NA1-NA26, P1-P27, NPS1 and comment remain unchanged 2. Change other columns naming to own understanding 3. Convert the type to String 4. Change all numeric encoding to its meaning 4. Save output as CSV file

Interactive Visualization

The interactive visualization can be accessed here:https://public.tableau.com/profile/lim.kim.yong#!/vizhome/VA_Assignment3_Final6/Home_Page

Overview Dashboard

Overview dashboard.This dashboard depicts a pyramid chart with Kwa Geok Choo Law and Li Ka Shing Libraries. It indicates the no. of respondents with interactivities from group, library visit, use of resources, campus visit and student. Overview page allow user to examine the no. of respondents from KGC Law and LKS libraries with the mentioned interactivities.

Library Performance vs Importance

Library Performance vs Importance dashboard. This dashboard shows a divergent chart (Library Performance) as the main visualisation on how well the library performed in 4 of the areas – Communication, Facilities & Equipment, Information Resources and Service Delivery. The score metrics were replaced into 1 - Highly Dissatisfied, 2 – Very Dissatisfied, 3- Dissatisfied, 4 – Neutral, 5 – Satisfied, 6 – Very Satisfied, 7 – Highly Satisfied. Then an indication (Importance) shows percentage of respondents’ thoughts about the importance of the areas, by 5 – important, 6 – very important, 7 –highly important, matching the colour schemes of percentage responds in satisfied, very satisfied and highly satisfied. Lastly, another indication (records) defined the no. of respondents who answered the questions on each of the area. In conclusions, group, study area, library, library visit, use of resources filtering will be use in all dashboards as main indicators to identify patterns and anomalies. The creativity of this dashboard allows user to compare library performance in the 4 areas against respondents’ thoughts of how important each of the area is.

Survey Qns Performance

Survey Qns Performance dashboard. This dashboard shows 4 pyramid charts of each library performance areas – communication, facilities & equipment, information resources and service delivery. Moreover, it consists of all questions asked and responds. The responds are categorised into highly satisfied against dissatisfied & more (dissatisfied, very dissatisfied and highly dissatisfied). This dashboard aid user to identify specific areas to improve and maintain based on the 4 broader areas. Only highly satisfied score was measure and compare as that is what every business, in this case the library’s goal. Vice versa, to convert dissatisfaction segment to satisfaction.

Satisfaction

Satisfaction dashboard. This dashboard shows a divergent chart of respondents’ overall satisfaction by study areas with their respective records.

Advocacy

Advocacy dashboard.This dashboard presents a divergent chart of respondents’ library advocacy by study areas with their respective net promoter scores and records.

Findings

Undergraduate

S/N	screen shot	Insight and Significance
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Postgraduate

S/N	screen shotw	Insights
1		Library Performance vs Importance 249 respondents from postgraduate group. Library performance in all segments are consistent with 29% -41% in highly satisfied, which still lack behind postgraduate overall thoughts of being highly important. The biggest gap belongs to facilities & equipment segment of 18%, while closest is 2% in service delivery segment.
2		18 postgraduates from accountancy study area slightly better performance in their satisfaction in performance compare to importance segment.
3		Similarly, 135 postgraduates from business study area have slightly better performance in their satisfaction in performance compare to importance segment.
4		Moreover, 43 postgraduates that visit the library on a monthly basis have the best performance in their satisfaction in performance compare to importance segment.
5		Lastly 6 out of 8 postgraduates that never use library resources have the highest highly satisfied segments in service delivery. Hence, the postgraduates from this and previous 3 filters contribute to a significant success to the questions answered in service delivery.
6		Survey Qns Performance In information resource segments, ‘Quiet place availability’ and ‘group work area availability’ have 37, 29 respondents respectively that are dissatisfied on the library performances in these areas, contributing to 10-16% of the total postgraduates’ opinions. Staff helpfulness and reliability in facilities & equipment segment and wireless access availability and laptop facilities in information resource segment had more than 100 respondents rated for highly satisfied. In general, the rest of the components were at a consistent level of between 50 – 100 highly satisfied and 5 – 16 dissatisfied votes from postgraduate.
7		16 out of 23 postgraduate that taken the survey were from KGC Law library. Thus, 7 out of 16 law postgraduates have rated dissatisfaction with the ‘printing, scanning, photocopying facilities’ of KGC Law Library. This see a need for improvement in the facilities as 30% of the postgraduate utilizing KGC Law library have express distinction in it.
8		53 Postgraduate from information system study area, see the least dissatisfaction in all segments, especially in communication and service delivery segments. Moreover, the highest dissatisfaction was ‘Computer availability’ from information resource segment. Hence, SMU library can reserve or install more computers specifically for the postgraduate from information system.
9		Satisfaction In general, the postgraduates were satisfied with SMU library, with very satisfied taking majority of postgraduate opinions. Moreover, there were no dissatisfaction in postgraduate from accountancy, economics, information systems, social sciences, which contribute to about 40% of the total respondents. In fact, respondents that were dissatisfied with SMU library only contribute to 4 records.
10		Advocacy The net promoter scores show that the library is doing quite well for the postgraduates with score between 44 – 57 except for respondents from law study area with a score of 6. Furthermore, social sciences have no respondents from detractor but that only contribute from 2 records.

Faculty

S/N	screen shot	Insight and Significance
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Staff

S/N	screen shot	Insight and Significance
1		Library Performance vs importance (Staff) 65 respondents from staff. SMU library perform fairly well for all areas with 7%-14% neutral, 25-35% satisfied, 29% - 36% very satisfied, and 19% - 24% highly satisfied. Dissatisfaction contribute to about 5-8% of each areas in the divergent chart. The gap between highly satisfied and highly important have highest of 6% in information resource area. Whereas, it was the same for communication area, and highly satisfied in facilities & equipment and service delivery areas had exceeded highly important by 2-5%. Therefore, SMU library should maintain its service level in the areas and seek improvement in information resource area for the staff.
2		15 staffs from business study area that uses library resources in a monthly or weekly basis contributed to the most in disparity between highly satisfied and highly important. Monthly and weekly basis can consider quite frequent. Therefore library could improve their resources in information resource that are used by business staffs frequently.
3		Survey Qns Performance (Staff) Information resource –’computer availability’, service delivery – ‘library search engine enable respondent to find resources quick’ , facilities & equipment – ‘opening hours and anticipation of respondent learning & research needs’ have the highest dissatisfaction in their segments respectively. For communication segments, the dissatisfaction were equally distributed of 3 respondents in dissatisfaction. Also, more than 30% of the staffs were highly satisfied in ‘opening hours’, F2F enquiry service’ in facilities & equipment segment and ‘wireless access availability in information resource segment. The rest of the questions have a consistent of 7 – 15 highly satisfied voted.
4		Out of 5 Staffs in accountancy study area, only 1 respondents indicated dissatisfaction from ‘online enquiry services’ in facilities & equipment segment.
5		Staffs with the most records of 26 in information systems has generally low dissatisfaction, especially in facilities & equipment.
6		Staffs in social sciences shows that there were no dissatisfaction from facilities & equipment and information resources segments.
7		Meanwhile, we can see that staffs in business which has the second highest record in staff survey, contributed the most dissatisfaction indicated in facilities & equipment and information resource. Therefore, SMU library can look into how to enhance service level for staffs in business.
8		Staffs in accountancy and law study areas only had satisfaction ratings but no highly satisfied were indicated. Moreover, there were no dissatisfied and neutral ratings. Similarly, staffs in economics study area have only very satisfied rating with one of the staff giving neutral rating. Staffs in information systems and business study areas contain the highest number of respondents with information systems area having majority satisfied rating of 50% and business area having majority very satisfied rating of 68%. Lastly, staffs in social sciences is the one with the highest highly satisfied rating. Hence, SMU library had done exceptionally well in term of service level for staffs in social sciences. In conclusion, SMU library had done well in terms of staffs satisfaction but could still do better as the percentage of highly satisfied were very low.
9		Staffs in social sciences study area is the top advocate for SMU library with NPS of 67. Whereas staffs in business, accountancy and information systems study areas can do better. A little concern will be staffs in economics and law study areas as they have NPS of 0. However the records for staffs were very low with 4 from economics and 2 from law compare to business and information systems with 19 and 26 records. Hence, this may not be a constructive feedback of advocacy, as 4 and 2 record is hard to represent the corhort of staffs in economics and law.