LibQual at Glasgow University Library

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LibQual at Glasgow University Library

• Helen Durndell, Associate Director of Library
  Services

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Strategic Outcomes

• External political environment
• Internal political environment
• Service development
• Budget discussions
• Stealth marketing (win-wins)

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University of Glasgow

• research led, founded in 1451, has c.20K students
  studying in 10 Faculties, c.6K staff
• Member of the Russell Group of major UK
  research-led universities
• Founder member of Universitas 21

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Benchmarking Culture

• The most recent independent survey of research
  quality, the Research Assessment Exercise of
  2001, reported that 96 of the University's
  research staff were producing research of
  international quality.
• build on the University's unique attainment of
  16 Excellent and 14 Highly Satisfactory awards in
  the Teaching Quality Assessments conducted by the
  Scottish Higher Education Funding Council.

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1. Political (External)

• TQA, QE
• QAA in Scotland - ELIR
• Enhancing the student experience
• ??RAE

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2. Political (Internal)

• High profile in capturing user feedback
• Viewed as responsive to user needs

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3. Service Development

• Data to support service development
• Ability to identify where not matching
  expectations
• Check whether change has met need

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4. Budget Discussions

• Data to support case for increased materials
  funding
• Data to support case for change in emphasis
  (towards e-provision)
• Library refurbishment

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5. Stealth MarketingWin-wins

• E.g. PC replacement

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Listening to Undergraduate Students

• Convenient opening hours.
• Quiet space to work.
• Easy-to-use access tools.
• Modern equipment to access information.
• Access to electronic resources from home.

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Listening to Post-graduate Students

• Easy-to-use access tools.
• Convenient opening hours.
• Library web site providing access to information.
  
• Electronic resources.
• Print and/or electronic journals.

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Listening to Academic/research Staff

• Library web site providing access to information.
  
• Access to electronic resources from home/office.
• Print and/or electronic journals.
• Electronic resources.
• Timely document delivery/inter-library loan.

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What Weve Done

• New Web Services Administrator
• Sunday morning opening
• Increased late opening hours
• Library refurbishment
• VPN discussions
• 200 PCs replaced, 179 new added

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And

• New signage
• New furniture
• Zoning
• more late opening hours
• Failed (so far) to get extra funding for Elsevier
  backfiles

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The Power of Comments

• 17 page University review report -
• Appendix 1 consists of a detailed comment from
  a student obtained via the LibQual survey

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Marketing Position

• Status of library within university
• Importance of national and international
  benchmarking

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Finally

• Much more can be done!
• Helen Durndell h.durndell_at_lib.gla.ac.uk
• http//www.lib.gla.ac.uk/libqual/index.shtml