LibQUAL 2004 Survey: What is LibQUAL

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LibQUAL 2004 Survey What is LibQUAL ?
www.libqual.org
Presented by Michelle Harrell Washington, UWM
Libraries WAAL 2005 Conference Monona Terrace
Convention Center Madison, WI April 21, 2005
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What Is LibQUAL ?

• A suite of services offered to libraries by ARL
  that are used to track, understand and act on
  users opinions of service quality
• The centerpiece of LibQUAL is a rigorously
  tested web-based survey bundled with training
  that helps
• assess and improve library services
• market the library
• change organizational culture.

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What are the origins of the LibQUAL Survey?

• The LibQUAL survey evolved from a conceptual
  model based on the SERVQUAL instrument, a popular
  tool for assessing service quality in the private
  sector
• Texas AM University Libraries and other
  libraries used modified SERVQUAL instruments for
  several years, revealing the need for a tool that
  would serve the specific needs of libraries
• ARL partnered with Texas AM University Libraries
  to develop, test, and refine LibQUAL

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What are the Goals of LibQUAL ?

• To foster a culture of excellence in providing
  library service
• To help libraries better understand users
  perceptions of library service quality
• To collect and interpret library user feedback
  systematically over time

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What are the Goals of LibQUAL ? (continued)

• To provide libraries with comparable assessment
  information from peer institutions
• Identify best practices in library service
• Enhance library staff members analytical skills
  for interpreting and acting on data

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LibQUAL Survey Design

• The 2004 survey, often referred to as
• 22 items and a box, asks 22 core questions
  that measure
• Affect of service (Customer Service)
• (i.e., do users feel library staff are courteous
  helpful?)
• Information Control (Access to Information
  Resources)
• (i.e., do users feel they can easily locate
  information on their own?)
• Library as Place (Library Building and
  Environment)
• (i.e., do users feel library spaces inspire
  study and learning?)

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LibQUAL Survey Design(Continued)

• Users rate the 22 items on a scale of 1 (lowest)
  to 9 (highest) on 3 levels of service
• Minimum (the lowest level that a user finds
  acceptable)
• Desired (level a user would like to receive)
• Perceived (level a user feels they currently
  receive)
• The box captures any qualitative data
  (comments, suggestions) from users and is helpful
  for
• Understanding users ratings
• Understanding what policy changes users suggest
• Includes the option to ask 5 additional questions
  about particular services that libraries may be
  offering that would not get measured in the core
  22.

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How does LibQUAL Benefit Libraries?

• Its an opportunity to become part of a community
  interested in developing excellence in library
  services
• Institutional data and reports will enable
  libraries to assess whether they are meeting user
  expectations
• Aggregate data and reports that allow libraries
  to compare their performance with that of peer
  institutions

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How does LibQUAL benefit your library users?

• Gives users a chance to tell you where services
  need improvement (helps us identify the gap
  between users expectations and perceptions of
  service)
• Gives users a chance to express their needs and
  desires
• Collections
• Services
• Building Environment
• Lets users know their opinions are valued and
  they have a stake in their library

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Core Questions Summary For UWM Libraries