E‐resources, services and user surveys in Tsinghua University Library

PurposeThe paper aims to provide an overview of the e‐resources and services in Tsinghua University Library, Beijing, and describe five campus‐wide user surveys. It states how these user surveys play an important role in service quality enhancement.Design/methodology/approachFollowing a brief history of Tsinghua University Library, a summary of the collections and services developed in recent years is given. The library has made a great effort to learn about users' needs and to improve service delivery through a series of user surveys. The paper describes these surveys, including the conclusions and the improvement measures adopted.FindingsFeedback gathered from user surveys provides vital information for improving library services. Through these user surveys, the library received a large amount of data to be analysed and a lot of valuable information, it promoted communication with our users, and the librarian's service literacy has also improved.Practical implicationsAn overview of user surveys, including methodology, content, organisation, and implementation process, as well as data analysis, might offer reference and practical experience for other university libraries.Originality/valueUser surveys play an important role in the library's service quality enhancement. The paper provides a useful overview and practical experience of the topic.