Information Update - Spring 2010
What We Have Learned from LibQual+™?
During the month of March, 2009, the Library made the LibQual+™ survey available to a stratified random sample of students and to all faculty. A full discussion of LibQual+™ results is available at http://www.scranton.edu/academics/wml/about/assessment/LibQual09/index.shtml.
As responses to open ended questions began to come in, it was clear that the computing equipment in the Library needed to be upgraded and replaced on a regular cycle. Changes and planning went into effect immediately. All computers were replaced by Information Technology Services and a three year cycle of replacement was instituted. Each week the Library checks every machine to verify that programs are present and responding.
Other open ended responses indicate a desire for more group study and quiet study spaces. Planning for these changes in the facility has been incorporated into the Library's Tactical Plan.
A PDF of all comments is available at <www.scranton.edu/academics/wml/about/assessment/LibQual2009.pdf>.
As with many recent surveys, response rates were low. This was disappointing because the Library would like as much feedback as possible.
LibQual+™ measures users' perception of satisfaction across three dimensions:
- affect of service questions focus on Library employees. Do they instill confidence in users, give individual attention, consistently behave courteously, show readiness to respond to users, have requisite knowledge, deal with users in a caring fashion, understand users' needs, willingly help and dependably handle users' service problems?
- library as a place focuses on the building itself. Does it inspire study and leaning, provide a quiet place for individual activities, a comfortable and inviting location, a getaway for study, learning and research, and/or a community space for group learning and group study?
- information control focuses on print resources, web content, and equipment. Does the Library make electronic resources accessible for home or office, does it enable the user to independently locate information, does it have the print and electronic sources users need, does it have modern equipment and easy-to-use access tools for user to independently find things?
Since the Library had administered the assessment in 2006, Analytics are now available to show longitudinal progress on these dimensions. For affect of service and information control, users indicate increase satisfaction. Assessment of the Library as a place remained constant, most likely due to the demand for more group study space.
As the saying goes, a picture is worth a thousand words. Graphs that display the results of the 2009 assessment and its comparison to the 2006 administration are available at http://www.scranton.edu/academics/wml/about/assessment/LibQual09/index.shtml.
The Library is always interested in getting feedback for its users. Email your comments to me at firstname.lastname@example.org