Three Years of
LibQUAL+™
University of
Maryland Libraries
ARL Assessment to Action Workshop
January 10, 2004 San Diego, CA
Presenter: Irma F. Dillon
[email protected]
Recap of three years
• 2001 Low number of responses.
• 2002 Number of responses tripled.
• 2003 Number of responses less
than previous year, still more than
double 2001.
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What we learned
• Undergraduates were satisfied with
the Libraries all three years.
• Graduate Students were fairly
satisfied with the exception of full
runs of journals.
• Faculty in all three years were
dissatisfied with the personal control
dimension.
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What we have done with data
• Completed an analysis of three years of
the data.
• Interviewed faculty members individually
to learn their concerns.
• Used the data in our Learning Curriculum
Customer Service module to show the
importance of good customer service.
• Compared the data with other surveys we
have conducted.
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What we have done with
data, cont.
• Shared the data with the University
Library Council and received their
input.
• Shared the data with the Subject
Teams to assist them in their liaison
work with faculty.
• Reviewed the data with the Library
Assessment Review Committee to
discuss methods of using the
information to improve services.
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Future uses of data
• Focus groups with faculty and graduate
students to understand their concerns.
• Move to increased electronic journal
collections.
• Improve communication with faculty and
graduate students regarding new online
system.
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Future uses of data, cont.
• Discussions with staff to explain data
results and receive their feedback on
further actions.
• Use three years as benchmark and
conduct LibQUAL+™ on alternative years.
• Tie into objectives of Libraries’ strategic
plan.
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and good luck with your data!
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