LibQual at UAB Lister Hill Library

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LibQual at UAB Lister Hill Library

• Pat Higginbottom
• Associate Director for Public Services
• phiggin_at_uab.edu

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• 2002
• Faculty, staff and students of health related
  schools by emailrelied on schools
• 447 responses
• 133 comments

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• 2005
• Faculty, staff and students in the health
  sciences schools and the hospital by campus wide
  email
• 1,120 responses
• 372 comments

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• Fall 2007
• ?

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Items with the Highest Desired (Mean)
ScoresWhat the Users Really Want Most

• Item Text 2005(2002)
• IC-2 A library Web site enabling me to locate
  information on my own 8.37 (8.22)
• IC-4 The electronic information resources I
  need 8.35
• IC-1 Making electronic resources accessible from
  my home or office 8.33 (8.21)
• IC-8 Print and/or electronic journal collections
  I require for my work 8.33
• IC-5 Modern equipment that lets me easily access
  needed information 8.32 (8.25)
• IC-6 Easy-to-use access tools that allow me to
  find things on my own 8.27 (8.17)
• IC-7 Making information easily accessible for
  independent use 8.23 (8.16)
• AS-3 Employees who are consistently
  courteous 8.22 (8.24)
• AS-5 Employees who have the knowledge to answer
  user questions 8.15 (8.34)

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Items with the Highest Perceived (Mean)
ScoresThe Users Think We are Doing Okay

• Item Text 2005(2002)
• AS-4 Readiness to respond to users
  questions 7.61 (7.57)
• AS-3 Employees who are consistently
  courteous 7.59 (7.60)
• IC-5 Modern equipment that lets me easily access
  needed information 7.57 (7.12)
• AS-8 Willingness to help users 7.55 (7.22)
• AS-5 Employees who have the knowledge to answer
  user questions 7.50 (7.47)
• IC-7 Making information easily accessible for
  independent use 7.48 (7.33)
• AS-9 Dependability in handling users service
  problems 7.43 (7.33)
• AS-6 Employees who deal with users in a caring
  fashion 7.40 (7.39)
• LP-2 Quiet space for individual
  activities 7.40 (6.86)

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Items with the Lowest Adequacy Gap ScoresThe
Users Think We are Furthest from Meeting Their
Desired Expectations

• Item Text 2005(2002)
• IC-8 Print and/or electronic journal
  collections I require for my work 0.08
• IC-1 Making electronic resources accessible
  from my home or office 0.13 (0.04)
• IC-2 A library Web site enabling me to locate
  information on my own 0.16 (0.50)
• IC-4 The electronic information resources I
  need 0.27
• IC-6 Easy-to-use access tools that allow me to
  find things on my own 0.28 (0.49)
• IC-5 Modern equipment that lets me easily
  access needed information 0.41 (0.35)
• IC-7 Making information easily accessible for
  independent use 0.45 (0.58)
• AS-7 Employees who understand the needs of their
  users 0.46 (0.54)
• IC-3 The printed library materials I need for
  my work 0.46

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• 2005 Results
• Distributed to library staff
• Staff training session
• Posted on library web page
• Used as a metric for university scorecard
• REVIEWED AND IMPLEMENTED CHANGES

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• Much more emphasis on organization of web page
• More emphasis on licensing electronic materials
• Increase marketing/PR activities

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Caveats
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Questions?