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BulSU E-Library: Student Satisfaction Level and Feedbacks Untold

by Camille Alejandrino, Cristine Camacho, Ann Sheika Salazar, & Nash Villena A prized establishment and the most recently erected infrastructure in Bulacan State University’s (BulSU) Main Campus, the 7-story BulSU E-Library towers with other buildings in the City of Malolos to showcase the university’s advancement and progress throughout the years.

The facility is known for its various services on each floor including reading areas, individual rooms, study tables, SMART area where computer access is available, and even a relaxation room.

But a year after it was opened to the public and the BulSU community, a question now stands: are the BulSU students satisfied with its services and accessibility upon new implementation of policies?

The BulSU E-library orientation

The current university librarian of Bulacan State University is Dr. Maria Pretty Lay Abdala, aiding her are 20 librarians deployed at different sections within the library.

Along with the opening of the current academic year last August, the E-Library management have since then implemented an orientation for students, faculty, and non-academic personnel.

In an interview, Dr. Abdala revealed that 75% of the 42,000 student population of BulSU have been oriented. All freshmen students have already been oriented since they required it to each college.

“[With the library orientation] so that they will be aware of the policies and procedures kasi if you’re not aware to the policies marami kang rant. Marami kang reklamo because you are not aware bakit ganon yung situation”, Dr Abdala said.

“Pag once na you are informed dun sa mga policies natin, of course empowered na kayo. Alam niyo na kung ano yung mga bawal, alam niyo na kung ano yung mga pwede niyong i-avail na services”, she added.

The university librarian further expresses that she is aware of the rants from the students through social media saying that the E-Library is inaccessible to all students despite the fact that the establishment is not built to cater all 40,000 students of the university in one-sitting.

“It’s a matter of how you will be informed and through library orientation malaking bagay yun for you to empower”, she expounded.

When asked what improvements they have observed since implementing the library orientation, Dr. Abdala says: “Most of our students now know how to behave properly. Dati, they just ano roam around, upo lang niyan, tapos kung makahilata sa mga tables natin basta na lang … yung mga databases they don’t know how to navigate. Hindi nila alam paano gumamit ng computers, dati ganon yung situation natin kaya ang dami nating rant”.

She also added that through the orientation, students are now informed that they can avail their services and the library’s collection virtually, even outside the university.

“Kaya nga ang library high breed ang approach natin in delivering services, we have the face-to-face, and of course, we have the virtual services”, Dr. Abdala added.

“Ang design ng E-Library is diverse. To cater the needs of the stakeholder. Kung tatanungin natin sila, ang laki ng difference. Wala ng masyadong post sa library which is good kasi tatandaan niyo, kami kakampi niyo dahil nandito kami becaue of you, our stakeholders”, she emphasized.

The survey population

Based on a conducted survey of 150 students this November, it shows that most of the library patrons are from the College of Education (COED).

Given their massive population, it can be interpreted that young educators are in need of a space to study their lessons and deliver quality materials in their presentations and report whether in the classroom or at their field study deployment.

Aside from COED, there are also other college participants on the survey such as those from the College of Arts and Letters (CAL), College of Social Sciences and Philosophy (CSSP), and College of Science (CS).

Going by the numbers

The survey shows 96.6% of them have entered the E-Library while 3% of them haven’t entered the facility.

Figure 1. Number of BulSU students who have entered the E-library.

In relation, when asked if they have attended the E-Library orientation from the past four months, 96 of them (64% of the respondents) have attended the BulSU E-Library’s Orientation. While the remaining 54 (36% of the respondents) haven't been oriented.

Figure 2. Number of BulSU students who have attended the library orientation.

Following the implementation of the E-Library orientation, also comes the establishment of a system called SLIC (Student Library Identification Card). 

“Kasi once you have the SLIC … you are aware na already to our policies. So yung mga pag-utilize ng mga services natin and then also yung ating collections, aware na sila”, Dr. Abdala explained.

Out of 150 students, 69 of them have already acquired their SLICs after going through the orientation. In comparison, 81 of them haven’t received their SLICs yet since their attendance at the orientation.

Figure 3. Number of BulSU students who have acquired their SLICs

The common perspective of students

Jeibhine Turla, a third-year BSEd Major in English student from the College of Education (COED), is a library patron since its opening last year.

He says that although he can access the computer lab for online sources, it is still different from having a physical book.

When it comes to the overall academic experience of the students, 62 of them strongly agree that E-library positively contributes to their academics; 58 agree; while 20 are neutral; 5 disagree, and 5 strongly disagree.

Figure 4. Answers gathered from the question, "Do you agree that the E-Library's services contribute positively to your overall academic experience?"

Likewise, in light of promoting information literacy while providing a wide variety of learning materials: 66 students strongly agree; 51 agree; 18 are neutral; 9 disagree; and 6 strongly disagree.

Figure 5. Answers gathered from the question, "Do you agree that E-library promotes information literacy while providing a wide variety of print and non-print materials, other learning resources, and services?"

“Hindi lang tayo nabigyan ng chance na i-settle lahat, as you can see may mga nakahiga pang research diyan. Bakit? Kasi hindi pa siya natatapos ma-encode”, Dr. Abdala on her defense about certain learning materials’ unavailability.

“Ulitin ko coming from the different unit library is pinagsama-sama here, of course, we need to re-encode all the materials accordingly na aalisin na yung by college, but instead by university ang approach”, she added.

The “E” in the E-library

“Tatandaan natin the library is a growing organism. Therefore, hindi porket meron ka ng ganto, stop ka na, ok ka na. No, dapat tuloy-tuloy yung development natin because ang needs ng stakeholders nag-iiba yan kaya dapat sinasabayan mo”, Dr. Abdala said.

The E-library is known for its SMART area located on the sixth floor wherein students can use the computers for free and if availability permits.

In line with this, 67 students strongly agree that the E-library promotes learning with changing technology through its facilities and equipment; 58 agree; 21 are neutral; none disagree; and 4 strongly disagree.

Figure 6. Answers gathered from the question, "Do you believe that E-library promotes learning and implements changing technology through its staff, facility, equipment, and programs?"

One of the virtual services the E-Library also provides is the OPAC (Online Public Access Catalog).

A feedback from the survey reads: “There is simply a scarcity of materials, as I observed that thesis and dissertation materials, for example, are out of date, as is the OPAC. At times, I find it difficult to navigate”.

When it comes to the accessibility of the OPAC: 43 strongly agree; 54 agree; 37 are neutral; 11 disagree; and 5 strongly disagree.

Figure 7. Answers gathered from the question, "Do you agree that the Online Public Access Catalog (OPAC) is accessible?"

Student general experience

Among the notable services of the E-library is its free Wi-Fi connection for its patrons at the establishment.

“We keep on follow-up sa MIS (Management Information System) … as much as i want to kasi ako din talaga gusto ko mabilis na internet, because nowadays internet is important sa student, [and] sa faculty pero it's beyond my control already. Ang magagawa ko lang is to keep on follow-up doon sa mga bagay na gano’n”, Dr. Abdala followed.

When it comes to the student’s satisfaction with the E-library’s internet access: 41 strongly agree; 39 agree; 43 are neutral; 16 disagree; and 11 strongly disagree.

Figure 8. Answers gathered from the question, "Do you agree that internet access offered inside the E-library is strong enough for you to review and study your lessons?"

In relation, to answer the question about why smartphones are not allowed to connect to the E-library’s Wi-FI, Dr. Abdala says it was to maintain the speed of the internet access of those who are studying their lessons.

“The MIS advice us not to connect to the phones of student, kasi some of them nakikita ko naman sa CCTV they’re just playing kaya bumabagal, so sabi nila talagang yung laptop at PC doon nalang talaga gumamit yung mga student”, she explained.

As for the approachability of the staff at the E-library: “We continuously improve naman in terms of staff masasabi ko naman talaga, everytime na we conduct meetings and then yung mga strategic planning namin … we keep on saying doon sa mga staff natin na how they should approach [the students] saka kung paano natin sila bibigyan services, even the security sinasabihan natin”, Dr. Abdala disclosed.

When asked if the librarians and library staff provide helpful, approachable, and responsive aid to its library patrons: 62 strongly agree; 66 agree; 14 are neutral; 3 disagree; and 5 strongly disagree.

Figure 9. Answers gathered from the question, "Are the librarians and staff in the E-library approachable, helpful, and responsive?"

A feedback from the survey reads: “I'd also like to commend the librarians and other library staff for being approachable and accommodating. It's just that one of the guards there is being provocative at times”.

Turla from COED also added: "All of the staff are approachable and helpful because they exhibit very approachable behavior and are always happy to answer any queries”.

The accessibility of the E-Library

The survey shows that 48 students strongly agree that the E-library is accessible to all BulSU students; 48 agree; 22 are neutral; 17 disagree; and 15 strongly disagree.

Figure 10. Answers gathered from the question, "Do you think that the E-library is accessible for all the students here in BulSU?"

“The E-library is hard to access because of the new rule, especially with the 3rd to 4th-year students, a.k.a [sic] the generation who have not yet learned about the orientation system of the E-lib”, Turla expounded.

“Yung library natin, it is not designed to cater the 43, 000 students in one-sitting. That is why we have services, virtual”, Dr. Abdala reminded.

Thus, the university librarian herself reiterates the importance of attending the library orientation.

“Napakahalaga non kasi from then [on] mae-empower ka at mai-inform ka. Tatandaan natin na yung mga may alam, if you will not attend the orientation, therefore ano ka, may kakulangan. Kasi you don’t have the idea ano ang pwede mo i-avail. Naka-limit ka lang dun sa mga information coming from mga natatanungan mo which some of them naka-attend, some of them hindi”, Dr. Abdala expresses her worries to unoriented students relying on unreliable sources.

She also pointed out that the real enemy for them is the false information. “Akala nila [unoriented students] once they request ng isang facility, for example yung function hall, akala nila may bayad ‘yon pero hindi nila alam libre lang ‘yon.”

Although they simply have their policies of ‘first come, first served’ basis in processing the request letters, the E-library management assures the students that most of their services and facilities are for free.

Other concerns introduced

With the matter about the absence of close-circuit television (CCTV) at the baggage area: “Even me nagulat talaga ako, kaya nung nakita ko ‘yun, yung action taken ko ay to request additional CCTV which is approved already, na deliver na nga diyan. But then, we need to secure [a] budget for the installation because mahal siya."

She further explained that the E-library is not built for having its walls drilled with holes, likewise, plumbing as it can possibly result in the loss of the building’s warranty given it is still under the contractor’s name.

That also explains why there are only a few bidets at the restrooms from each floor. “So hindi tayo pwede magpa-install ng bidet as much as we want, as much as we like na magkaroon lahat ng bidet yan, hindi kasi nga [dahil] yung warranty ng building mawawala”. 

Regarding about student request for more furnitures at the E-Library, “Paparating na, actually meron na tayong tatlong table diyan kaya lang di pa natin malatag kasi, ilalatag [pero] walang upuan”. “Yung mga upuan natin dito sa gilid ‘di natin mapagalaw kasi kulang siya, so kailangan kasi pag chinect ng accounting ng COA (Commission on Audit) dapat complete na yan para mabayaran tapos ma consider na bili na natin. Now kasi hindi pa yan bayad kasi inaantay pa natin yung ibang kasamahan niyan”, she added.

The university librarian wishes for the next year to hopefully have sets of chairs and tables that students will soon use because she says all the current furniture at the E-library will be replaced.

“Marami. I have many plans for the library, and tandaan niyo ‘no na hindi lang ako puro plans. I take action for my plans kaya suportado ko si president Teody. Kasi Pres. Teody ang thinking niya kasi kailangan action, kailangan hindi ka lang puro plano and even chancellor ganon sila”, Dr. Abdala exclaims with her plans for the E-library.

“Para yung library hindi lang siya E-library but instead ‘Smart E-library’ … meaning to say, para siyang one stop shelf. Pag pasok mo diyan walang harang-harang, ID ay lang tutunog na diyan”, she elaborated.

She also shared why she thought of incorporating the SLIC to the IDs of the students: to eliminate the use of library cards and the possibility of the students forgetting or losing them.

“‘Di na makakapasok ng library so kawawa naman. Na-deprive yung student sa pag gamit ng library which I don't like the idea. So ako talaga yung nag-paalis ng library card”, she explained.

“Marami kayong aabangan na mga equipment na paparating na next year. Like furnitures, table, na pinag-isipan natin na nakita natin na talagang matutuwa kayo at gugustuhin niyong stay at the library”, she shared.

The survey judgment

Rating from one to five (the least value digit as the lowest, and the high value digit as the highest), the 150 students of Bulacan State University marked their satisfaction level accordingly: 4 as the highest with 51 students; followed by 5 with 48 students; caught up by 3 with 25 students; 1 with a few amount of 10 students; lastly, 2 with only 6 students.

Figure 11. Satisfaction level of 150 BulSU students about the E-library services and accessibility.

Yet despite the data, the improvements are still expected by the students to the E-library and its management.

Turla shared one thing he would like to recommend: “It's not about the service but about the orientation. I don't think there was an announcement about the schedule for orientation - at least in my area. I feel they should publicize about that system because some of my classmates do not know how we can attend the orientation.”

In her management’s defense, the university librarian says, “Actually you know we already have the mechanism eh. We have the different platforms on how we can communicate with our stakeholders. We have the Facebook page, [where] we keep on posting sa fb for them to be updated sa mga new services or kaya mga new collections natin or new databases. We keep on posting that dun sa ating FB page”.

“Lahat ng mechanism pinasok na natin in terms of how we can inform the students dun sa mga policies and guidelines natin sa library and of course for them to update dun sa ano nila information nila, with regards to our services and collections”, she expounded. Furthermore, “Nakipag-tie up tayo sa SG kasi they are the ones to disseminate doon sa LSC (Local Student Councils) kung ano yung mga schedule nung mga student within the colleges. But then na-stop nga dahil tapos na yung dates kung hanggang kailan tayo mag-oorient dahil walang umattend”. “So I don’t think na may kakulangan tayo sa part na yon”, Dr. Abdala claimed.

Bridging the disconnect

In conclusion, the survey and the interview with the university librarian have concluded that it all boils down to the disconnect and the poor communication between the students and the E-Library management, as well as their own shortcomings along with matters out of their own control.

Hence it is crucial for the two parties to take the steps forward to thoroughly understand each other and make compromise: eliminating the miscommunications and even misinformation about the library and its services.

At the bottom of things, the E-Library belongs to the BulSU community, and everyone has their parts in establishing a harmonious relation to one another to genuinely show that Bulacan State University has indeed come far as an educational institution, beyond landscape developments, fostering conversations within its community ready to soar above greater heights and achieve progress with no one getting left behind.

BAJ 301 | BA Journalism 3A (23-24)