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Une Offre De Services Adaptée Aux Comportements Des Étudiants ?

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Une Offre De Services Adaptée Aux Comportements Des Étudiants ? Formation initiale des bibliothécaires d’Etat Une offre de services adaptée aux comportements des étudiants ? PPP / octobre 2008 Evaluation et propositions dans le cadre du SCD de Reims Champagne- Ardenne Dossier d’aide à la décision Gaëlenn Gouret Sous la direction de Marie-France Peyrelong Enseignant-chercheur – ENSSIB école nationale supérieure des sciences de l'information et des bibliothèques Remerciements Je tiens à remercier plus particulièrement Marie-France Peyrelong, pour sa disponibilité et la pertinence de ses conseils Lucile Pellerin de la Vergne, pour son accompagnement tout au long de l’année, même après son départ du SCD Christophe Evans et Françoise Gaudet, pour leur accueil à la Bpi et leurs conseils méthodologiques Julien Logre et Nicolas Alarcon, pour le partage de leur expérience mes collègues rémois, pour leur accueil et leur soutien sans oublier l’ensemble de mes collègues de la Fibe R, pour leur optimisme à toute épreuve et l’année passée à leurs côtés… GOURET Gaëlenn | FIBE | PPP | octobre 2008 - 3 – Résumé : Souhaitant se positionner comme un élément moteur dans la réussite des étudiants, le SCD de l’Université de Reims Champagne-Ardenne est aujourd’hui amené à s’interroger sur la pertinence de son offre de services. Deux ans après l’ouverture de la bibliothèque Robert de Sorbon, il est nécessaire d’établir un bilan des pratiques pour comprendre les comportements et l’évolution des usages. L’évaluation de leur adéquation à l’offre existante permettra d’envisager des améliorations pour mieux adapter les services aux besoins. Descripteurs : Bibliothèques -- Évaluation -- France -- Reims (Marne) Bibliothèques -- Services aux utilisateurs -- France -- Reims (Marne) Bibliothèques -- Publics -- France -- Reims (Marne) Bibliothèques -- Enquêtes -- France -- Reims (Marne) Bibliothèques universitaires -- France -- Reims (Marne) Abstract : As it has to contribute to the student’s success, the library of the University of Reims Champagne-Ardenne has decided to evaluate its services. Two years after the new library Robert de Sorbon had been built, it’s necessary to take stock of the practices in order to evaluate if it matches the supply or if this one must be improved. Keywords : Libraries -- Evaluation -- France -- Reims (Marne) Public services (Libraries) -- France -- Reims (Marne) Library use studies -- France -- Reims (Marne) Library surveys -- France -- Reims (Marne) Academic libraries -- France -- Reims (Marne) GOURET Gaëlenn | FIBE | PPP | octobre 2008 - 4 – Droits d’auteurs Cette création est mise à disposition selon le Contrat : Paternité-Pas d'Utilisation Commerciale-Pas de Modification 2.0 France disponible en ligne http://creativecommons.org/licenses/by-nc-nd/2.0/fr/ ou par courrier postal à Creative Commons, 171 Second Street, Suite 300, San Francisco, California 94105, USA. GOURET Gaëlenn | FIBE | PPP| octobre 2008 - 5 - Table des matières INTRODUCTION ........................................................................................................9 POURQUOI ÉTUDIER LES USAGES À LA BU DE REIMS ?............................... 11 1. LE SERVICE COMMUN DE LA DOCUMENTATION DE L’URCA ................................... 11 1.1. Une université de proximité ........................................................................... 11 1.1.1. Pluridisciplinaire et multisite................................................................... 11 1.1.2. Des campus à rénover.............................................................................. 11 1.1.3. Recrutement local : une majorité de premiers cycles................................ 13 1.2. Le SCD, partenaire et moteur des évolutions.................................................. 14 1.3. La réflexion menée en 2007............................................................................ 15 1.3.1. Le contexte national ................................................................................ 15 1.3.2. La situation au SCD de l’URCA .............................................................. 16 2. MA MISSION .......................................................................................................... 16 2.1. L’ « enquête » du SCD : le questionnaire....................................................... 17 2.2. Ma mission : étudier les pratiques des étudiants ............................................ 18 2.2.1. Le point de départ de ma réflexion .......................................................... 18 2.2.2. Encore une enquête en BU ?.................................................................... 18 2.2.3. Les étudiants et la bibliothèque ............................................................... 19 DISPOSITIF D’INVESTIGATION ........................................................................... 21 1. ANALYSE DE L’EXISTANT ET HYPOTHÈSES DE TRAVAIL ........................................... 21 1.1. La section Droit/Lettres : la bibliothèque Robert de Sorbon........................... 21 1.2. Utilisation des services documentaires........................................................... 22 1.3. Conditions d’accueil des usagers ................................................................... 26 2. CHOIX ET CONTRAINTES MÉTHODOLOGIQUES.......................................................... 27 3. DES CHIFFRES : ENQUÊTE PAR QUESTIONNAIRE ....................................................... 28 3.1. Objectifs ........................................................................................................ 28 3.2. Méthodologie ................................................................................................. 28 3.3. Limites ........................................................................................................... 28 4. LOGIQUES D’USAGES : ENTRETIENS INDIVIDUELS .................................................... 29 4.1. Objectifs ........................................................................................................ 29 4.2. Méthodologie ................................................................................................. 30 4.3. Limites ........................................................................................................... 31 5. USAGERS EN ACTION.............................................................................................. 31 5.1. Observation dans les espaces publics............................................................. 31 5.1.1. Objectifs.................................................................................................. 31 5.1.2. Méthodologie .......................................................................................... 31 5.1.3. Limites .................................................................................................... 32 5.2. Bureaux de renseignements............................................................................ 32 5.2.1. Objectifs.................................................................................................. 32 5.2.2. Méthodologie .......................................................................................... 32 5.2.3. Intérêts et limites..................................................................................... 32 LES ÉTUDIANTS FACE À L’OFFRE DE SERVICES............................................ 33 1. BILAN DES USAGES DEUX ANS APRES L’OUVERTURE................................................ 33 1.1. La venue à la bibliothèque ............................................................................. 33 1.2. Connaissance et utilisation des services......................................................... 35 1.3. Satisfaction .................................................................................................... 37 GOURET Gaëlenn | FIBE | PPP | octobre 2008 - 7 – 1.3.1. Des services de qualité ............................................................................ 37 1.3.2. Les améliorations souhaitées ................................................................... 39 2. LES COMPORTEMENTS ÉTUDIANTS À LA BU : LOGIQUES D’USAGES .......................... 41 2.1. Du lieu de passage au lieu de séjour.............................................................. 41 2.1.1. Approvisionnement documentaire ........................................................... 41 2.1.2. Cadre de travail ....................................................................................... 41 2.1.3. Sociabilité ............................................................................................... 42 2.2. Appropriations de l’espace ............................................................................ 43 2.3. Des usages avant tout documentaires............................................................. 44 2.3.1. Du loisir, oui, mais pas à la BU ............................................................... 44 2.3.2. Une conception de la BU qui conditionne les usages ............................... 45 ADAPTER L’OFFRE................................................................................................. 47 1. EXPLOITER LES ENQUÊTES DE PUBLICS : TROIS SITUATIONS EXTÉRIEURES À L’APPUI 47 3.1. Paris 8 : l’enquête comme aide à la décision ................................................. 47 3.2. Jussieu : le passage d’une politique de l’offre à une politique de la demande 48 3.3. Angers : LibQual+ et l’engagement sur des actions concrètes ....................... 49 2. ADAPTER L’OFFRE À REIMS : PROPOSITIONS ..........................................................
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