questionnaire 2016 results - newcastle university · questionnaire 2016 – results response rate a...

Questionnaire Report 2016 (CW) of 13

Language Resource Centre

Questionnaire 2016 – Results

Response Rate

A total of 135 responses were received, the majority of questionnaires (110) were completed using an online form

which was sent out to LRC members via Blackboard. A further 25 were completed on paper.

This number of responses is the highest the Centre has ever had for the annual questionnaire.

Languages Studied (Fig.2)

Amongst the respondents, Spanish was the most commonly studied language, followed by French and English.

Chinese, 13

English, 40

French, 48

German, 27Italian, 10

Japanese, 17

Portuguese, 8

Spanish, 52

Other, 15

What language(s) do you study in the Centre?Fig.2

Faculty Number of Respondents

Humanities and Social Sciences 89

Science, Agriculture & Engineering 16

INTO 16

Medical Sciences 8

University Central Services 0

Non-University 0

No Response 6

Total Response 135

Fig.1


The large majority of respondents were attending some kind of language class (Fig. 3) only 15% of respondents were

not attending languages classes of any sort. A large proportion of respondents (41%) were attending classes with

the School of Modern Languages, 14% of respondents were attending the Language groups provided by the LRC.

Frequency of visits.(Fig. 4)

A large proportion of respondents were regular visitors to the Centre, with a total of 72% visiting at least once a

week or more frequently. Importantly, for representativeness, the results included responses from less frequent

users of the Centre.

Not Attending Language Classes

15%

SML41%

INTO12%

LRC Conversation/Beginners Groups

14%

UWLP13%

Other5%

Where are you attending language classes?Fig.3

Every Day18%

2-3 times a week31%

Once a week23%

2-3 times a month8%

Once a month9%

Less Often10%

No Response1%

How often do you visit the Centre?Fig.4


Saturday Opening (Fig.5)

Users were asked how often they would visit on Saturdays if the LRC were open. Whilst 37% of respondents said

they would visit regularly or every Saturday, a quarter of respondents said they would rarely or never visit on this

day.

Visibility and Awareness

Fig.6 below shows from where respondents heard about the LRC. The large majority of respondents heard either

from University Staff or from an Open Day.

Every Saturday10%

Regularly27%

Occasionally37%

Rarely19%

Never6%

No Response1%

Saturday Opening - How often would you visit? Fig.5

28%

38%

12%

10%

9, 7%

3% 2%

How did you hear about the LRC?

Open/Visit Day

From University Staff

From a friend

University Printed Literature (e.g. Prospectus,Leaflets)

University Website

Other (please specify below)

No Response

Fig.6


Materials and Equipment Ratings (Fig. 7 & Fig 8)

Respondents were asked to rate the various materials and equipment provided by the LRC. If respondents rated

anything ‘unsatisfactory’ they were invited to explain their viewpoint in order to better understand any issues.

A significant number of respondents reported never having used many of the LRC materials. 82 out of the 135

respondents had never used the Audio CDs. High numbers of respondents (62) had never used the Live World TV

(via IPTV), the Literature (65), IPTV Films (50) and the Centre’s language learning software (47).

The LRC’s books received the highest ratings in this question, with 76 of the respondents rating them either

‘excellent’ or ‘good’.

There were 7 respondents who rated either the Satellite TV via IPTV or IPTV films as ‘unsatisfactory’. The reasons

given included the system simply not working “IPTV didn’t work” and issues with the quality “jerky quality”, content

“There is not enough material in the original language” and search facility “the IPTV search system doesn’t work very

well”.

In the equipment ratings (see fig.8) computers, printers and headphones received the most ‘excellent’ and ‘good’

ratings. Many respondents reported never having used the photocopier and DVD players.

A very small number of respondents rated the LRC equipment ‘unsatisfactory’, most of the reasons given related to

the equipment not working. 3 respondents rated headphones as unsatisfactory, explaining that they “don’t work”.

The LRC printers received 2 ‘unsatisfactory ratings, both respondents complained that the printers [often] “don’t

work”.

82

37

50

47

65

62

0 20 40 60 80 100 120 140 160

Audio CDs

Books

IPTV

Language Learning Software

Literature

Satellite TV

Materials Ratings

Excellent GoodSatisfactory UnsatisfactoryI've never heard of this equipment I've never used this materialNo Response

Fig.7


Language Service Ratings (Fig.9)

Each of the LRC language services listed in this question had a large number of respondents who had not used the

service, and also a smaller but significant number of respondents who had never heard of the service. The Language

Advisory Service of which 26 people had not heard was the least known amongst the respondents.

0 20 40 60 80 100 120 140 160

Computers

DVD Players

Headphones

Bizhub Photocopier

Printers

Equipment Ratings

Excellent GoodSatisfactory UnsatisfactoryI've never heard of this equipment I've never used this equipmentNo Response

Fig.8

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Language Conversation/Beginners Groups

Tandem Partner Scheme

Language Advisory Service

Bookable Study Spaces (LRC Meeting Room, Talkshops etc)

Language Services Ratings

Excellent GoodSatisfactory UnsatisfactoryI've never heard of this service I've never used this serviceNo Response

Fig.9


LRC Website (Fig.10)

A large number of respondents (53) reported never visiting the Language Resource Centre’s website. Of those that

have visited the website, 59 respondents had viewed the Opening Hours, 35 respondents had viewed the facilities

pages. The news section of the website was the least viewed with only 21 respondents.

LRC Updates – Preferred communication channels (Fig.11)

Respondents were asked what would be their preferred way to receive information and updates about the Centre.

For this question respondents could select more than one answer. Email was by far the most popular response (99),

followed closely by Blackboard (45) and Social Media (36). Only 21 out of the 135 respondents selected the LRC

Website as their preferred way.

53

2123

35

59

22

0

10

20

30

40

50

60

70

I've not visited theLRC Website

News Catalogue Facilities Opening Hours Centre Contactdetails/Map

Which areas of the LRC website have you visited?Fig.10

21

99

17

45

36

10

20

40

60

80

100

120

LRC Website Email Internal LRCNoticeboards

UniversityBlackboard

Social Media Other

What would be your preferred way to receive updates and information about the LRC?

Fig.11


To what extent do you agree…?(Fig. 12)

Respondents were asked to state how far they agreed with a set of statements about the Language Resource Centre

and their experience of it. If they disagreed with any of the statements they were asked to explain their responses.

Overall the responses were very positive, the large majority of respondents either agreed or strongly agreed with all

statements. In particular, an equal number of respondents (121) strongly agreed or agreed with statements a) the

Centre provides a studious environment where I can work well, and g) the LRC staff are approachable and helpful.

However whilst the large majority agreed to that they can work well in the Centre, there were 5 respondents that

disagreed or strongly disagreed with this statement. The comments left by those disagreeing reveal that for those

respondents the noise levels were the issue:

“There are often far too many people talking, which makes learning things difficult, if people want to do

conversation groups, they should really use the group tables on the sides, the seats at the back or the

meeting rooms, not around computer desks.”

“I often find it difficult to work in the LRC. I am aware that it does not have full library status (i.e. silent study)

but it is very annoying when other members are sat talking and making noise that is not related to language

practice. This happens regularly - almost every time I use the LRC I experience noise disturbance or people

messing around, and I think the LRC would benefit from a stricter noise policy like the other study spaces do.”

“the noise level recently has been really bad and tough to concentrate”

Several respondents disagreed with the statement “The Rules of Use are adequate for the comfortable use of the

Centre”, 2 respondents ‘disagreed’ with this statement and 2 ‘strongly disagreed’. Those respondents who clarified

their disagreement, highlighted the LRC restrictions on food and drink:

“I feel that rules for eating need to be more flexible. They are in the Robinson and it is not realistic to expect a

student not to even be allowed a snack whilst working.”

“I think we should be allowed food and drink”

The statement “The Centre gives opportunities to suggest areas for potential improvement” received the least

amount of agreement (80) and attracted the most ‘don’t know’ and ‘neither agree nor disagree’ responses. No

explanations were given for the small number who disagreed.


61

32

4953

39

23

70

60

77

67 56

74

57

51

0

20

40

60

80

100

120

140

a) The Centre provides agood, studious

environment in which Ican work well

b) The materials suit myneeds

c) I can usually find a freeworkstation to do my

work

d) I am satisfied with theprovision of guidance and

support (help desk &advisory service)

e) The rules of use areadequate for the

confortable use of thecentre (in accordancewith Health & Safety

regulations)

f) I have been given theopportunity to suggest

areas for potentialimprovement

g) The LRC staff areapproachable and helpful

How far do you agree with the following statements

Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree Don't Know No Response

Fig.12


Likes and Dislikes (Fig.13 & 14)

Respondents were asked what they liked and disliked about the Centre. These were open questions designed to

encourage totally free responses.

The responses revealed many common likes and dislikes which are listed in the tables below. ‘No Response’ is

where the question has been left blank by the respondent.

Like No of respondents

Atmosphere/Environment (Relaxed,Comfortable) 31

Resources/Materials 28

Quiet/Level of noise 22

Not too busy 12

Staff 12

Other equipment 8

Study Spaces 8

Computers 6

Lighting 6

Spacious 6

Layout 5

Location 5

Specifically for Language learners 5

Films/DVDs 4

Language Groups 4

Social Aspect 4

Software 2

IPTV 1

No response 58

Dislike No of

respondents

Opening times 17

Noise Levels 16

Food and drink (not allowed) 11

Computers - problems, outdated 6

Temperature (too hot/cold) 6

Lack of specific materials 5

Lack of desks without computers 4

Printing problems 4

Too busy 3

Headphones 3

No drinking water provision 3

Class/Group Disruption 3

No Borrowing 2

Lack of language classes/groups in certain languages/levels 2

Entrance/Exit gates 1

Use of facilities by non-language learning students 1

Staff 1

IPTV Not working 1

Outdated materials 1

No Response 55

Likes (Fig.13)

The most commonly stated ‘like’ was the atmosphere and environment of the Centre, which 31 respondents

mentioned . Many described the centre as a relaxed and comfortable place to study:

“There is always a calm, studious environment in the centre”

“It offers a good space to study and work. Relaxed atmosphere”

“it is a good place to work without any distractions. It is also kept clean and tidy making it a comfortable

environment to work in”

“Nice environment - comfortable, warm, good lighting, clean”

“It is a laid back, friendly environment”

Fig.13 Fig.14


The LRC’s resources and materials were also highlighted by many respondents (28) as something they most liked

about the Centre, many liked the variety and range of resources on offer:

“The amount of resources available - from books, to computers etc.”

“…a wide range of resources available for language learning and practice”

“All of the facilities offered to help with learning languages are extremely useful, especially the software on

the computer.”

Whilst the noise levels in the LRC also featured highly on the dislikes, the level of noise/quietness was the third most

common like. Some mentioned that they liked the quiet environment:

“The surrounding is nice and quiet, suitable for studying and reading.”

“Nice quiet place to do work!”

However others like the fact that it is not a totally silent place:

“it's usually quiet but not silent like the library - which is a positive for me”

“i like how you are allowed to talk quietly”

12 respondents mentioned the friendliness and helpfulness of the LRC staff:

“The staff are very patient and nice and ready to help.”

“The staff is great, friendly and supportive! “

“Staff are always incredibly friendly.”

12 respondents also liked that the LRC is not too busy, several noting that they could usually find a free workstation:

“I also like how it is not usually extremely busy and I can always find a place to work.”

“Easy access to computers - even during exam time, when the robinson library is too full”

Dislikes (Fig. 14)

There was a high non-response rate to this question with 55 respondents leaving it blank.

The most common dislike was the centre’s opening times, 17 people mentioned that they would prefer longer

opening hours:

“Opening times are a little restrictive when compared to the Robinson Library, for example.”

The second most common dislike was the noise levels in the Centre. In total 16 respondents raised this issue, they

included comments about the noise created from people doing group work and also from people just generally

chatting loudly:

“a lot of people chatting, especially young student used the LRC as a place for informal meeting”

Some also commented on the noise created by tours and other visitors to the Centre:

“Tours in the language centre can be annoying (eg when prospective students come or when it is used for

Routes into Languages tours/activities) The noise can be annoying and distracting”


Several suggested that they would like staff to take more action to control the noise levels:

“The lack of noise control sometimes.”

“Sometimes people just chat really loudly- I understand that it's not a silent area but I think people should be

told to quieten down or leave if they're not actually working.”

“…not much policy on noise.”

“Sometimes people eat and talk loudly inside LRC, which is very annoying and distracting. I think the LRC staff

should be doing something when it happens.”

The Ban on Food and drink was mentioned by 11 respondents.

“Not being able to drink coffee!”

“It would be great if there was a hot water machine or if we were allowed to eat in the centre.”

“I understand the rule regarding no food but a lot of people's timetables are so busy that we frequently do

not have time to dedicate to both lunch and study “

6 respondents raised various Computer Problems as something they disliked. These mainly concerned the

computers being slow or not connecting to the printers.

A common dislike in previous questionnaires, the Cold Temperature in the LRC still received several dislikes (6

respondents).

Ratings out of 10 (Fig. 15)

The majority of respondents rated the Centre at 8 or 9 out of 10.

0

10

20

30

40

50

60

10 9 8 7 6 5 4 3 2 1 NoResponse

Ratings out of 10Fig.15


Summary of the main findings

Main Issues

Opening Hours

This is the second year running that opening hours have been the most common ‘dislike’ among

respondents. It is clear there is demand amongst respondents to extend the Centre’s opening hours.

Noise Levels

The level of noise in the centre is an issue that many respondents have raised this year. Whilst the level of

quietness ranked 3rd in the list of likes, there have been an increased number of respondents commenting on

it as a dislike in this year’s questionnaire. Furthermore, many of the respondents commenting on the noise

levels would like to see LRC staff take more frequent action and enforce a stricter policy on noise.

Food and Drink Policy

The LRC relaxed its ban on food on drink in September 2014, allowed bottled drinks only. However there

still appears to be some demand that this rule be relaxed further to allow covered drinks including coffee

and snacks. 11 people mentioned it as something they dislike about the LRC and 4 people listed it when

explaining their disagreement with the statement on rules (see fig.10).

Temperature

Over the years the temperature in the LRC has featured highly on the dislikes list amongst questionnaire

respondents. Since improvements to the heating system were made during the refurbishment in 2014, the

temperature of the centre has been less of an issue, but it still received negative feedback from 6

respondents this year who complained about the cold temperature and draughts in the Centre.

Technical Issues

Whilst the LRC computers, printers and headphones received the most excellent and good ratings, there

were a minority of respondents who reported encountering issues with this equipment. Notably issues with

the computers not connecting to the printers, faulty headphones, Satellite TV not working, and issues with

the IPTV

Underuse and lack of awareness of certain resources and services

The results of the questionnaire continue to highlight the changing patterns of use of the LRC’s resources.

Large numbers of respondents reported never having used the LRC’s Audio CDs, DVDs, IPTV and satellite TV.

The LRC website is also largely underused with 53 of respondents reporting never having visited it.

In addition there is still a significant proportion of respondents who are unaware of certain resources and

services offered by the LRC, in particular the Language Advisory Service, but also IPTV, Satellite TV and the

Language Learning Software.

Positive Feedback

There was much positive feedback about the Centre. Some of the common areas receiving positive comments are

summarised below.

Atmosphere/Environment

Many respondents like the general atmosphere and environment in the Centre. Many commented on the

relaxed and friendly environment and the quiet atmosphere allowing for effective study.


Resources

The Centre’s resources were also something that many respondents liked. There were positive comments

about the variety of resources available and the range of languages

Staff

LRC staff received much positive feedback, many respondents commented on how helpful, friendly and

approachable the staff are.

Availability of Computers

Several respondents liked that the LRC was not too busy, and many were positive about the consequent

availability of the LRC computers and workstations.

Layout, Spaciousness and Group Study Areas

It seems that several particularly like the layout, the spaciousness of the room and the provision of areas for

group work and discussion.

Social/Language Aspect

Several respondents liked the social aspect of the Centre and that the Centre is dedicated to language

learners.

questionnaire 2016 results - newcastle university · questionnaire 2016 – results response rate a...

Documents