LibQUAL+™
is a research and development project undertaken by the Association
of Research Libraries (ARL) in collaboration with Texas A&M University as one of the “ARL New Measures
Initiatives.” The project is to define and measure library service
quality across institutions and create useful quality assessment
tools for libraries. The goals of the LibQUAL+™
project are:
·
to develop web-based tools for assessing library service quality;
·
to develop mechanisms and protocols for evaluating libraries;
·
to identify best practices in providing library service; and
·
to establish a library service quality assessment program at ARL.
Why
was LibQUAL+™ started?
There
is increasing pressure for libraries to move towards outcome-based
assessment, instead of relying merely on input, output, or resource
metrics. This pressure comes from funding authorities as well
as users themselves. Outcome measures may show how well an organization
serves its users; they demonstrate an institution's efficiency
and effectiveness. LibQUAL+™
is one of several outcome-based assessment efforts begun under
the ARL New Measures Initiative.
How
will LibQUAL+™ benefit library users?
Individual libraries participating in LibQUAL+™ can identify where their services need
improvement, in the view of their users. They also can compare
their service quality with that of peer institutions in an effort
to develop benchmarks and understanding of best practices across
institutions; for this reason, several library consortia and other
peer groups have chosen to participate in LibQUAL+™. By initiating action based on the information
they receive from their library users and from other LibQUAL+™ participants, libraries can provide services
that are more closely aligned with user expectations. As library
services are improved, the ultimate goal is to surpass user expectations
in search of excellent library services that better help users
to reach their learning and research objectives.
How
is LibQUAL+™ conducted?
New
technology and the use of the Internet make it possible for libraries
to survey their users with minimal local effort. LibQUAL+™
uses a scalable web interface and protocol to ask library
users about their library service expectations. Each participating
library gathers a random sample of email addresses representative
of their user population (or, as at LIU, all active e-mail addresses)
and sends a message to them encouraging recipients to complete
the survey on the Web. Survey data are transmitted directly from
the central LibQUAL+™ server to a database. The data are then analyzed
and reports that provide information on how users perceive the
quality of their library services are generated for the individual
libraries. The reports present information on the gaps between
users' desired, perceived, and minimally acceptable levels of
service.
How the LIU Brooklyn Campus is involved
The
Brooklyn Campus Library of LIU is one of 316 college and university
libraries taking part in the 2003 survey this spring.
The participation of all students, faculty, and administrators
is invited. In fact, the survey will have little value unless
it is completed by as many members of the LIU Brooklyn community
as possible.
Not
only will the project provide the library with a wide variety
of reliable information about how users perceive library services,
but it will also make possible a comparison of the LIU library
with the libraries at any or all of the other schools taking part
in the survey.
So
how do we participate?
The
survey will be made available to the LIU Brooklyn community on
March 24 and
remain available until April 25. A general e-mail
will be sent to everyone in the LIU Brooklyn e-mail system, similar
to the “Brooklyn Information” messages we’re all familiar with.
Each e-mail message will contain a link to a website where
the LibQUAL+ ™ survey form will be found. Completion of the
25 questions should take about 10 minutes, and although you’re
asked to provide your e-mail address, the survey is completely
anonymous. By providing your e-mail address however, you become
eligible to win one of several prizes which are being offered
as an incentive for your participation. The LibQUAL+™ organization is offering a national incentive prize (a Palm Tungsten-T
handheld organizer, loaded with software, and valued at $399)
and LIU Library will offer five additional incentives.
But to take part in the LibQUAL+™ survey, you must have an active LIU e-mail account. We are not able to collect everyone’s Hotmail,
Yahoo, Prodigy, or AOL addresses, but it is relatively easy to send
out a “Brooklyn Information” type message to everyone with an “@LIU.EDU” address.
How do I get an LIU e-mail account?
Long
Island University e-mail accounts can be activated by logging
in to the Student Information Systems (SIS) and following the
instructions for setting up an account. The SIS site, reachable via hyperlink from the
LIU homepage, requires a user’s name and (as a password) Social
Security Number. The password can be changed once a person is
logged in.
Please spend 10 minutes this spring helping the library to measure its
impact and improve its services.
Check your campus e-mail; look for the LibQUAL+ survey.
Library
Leaves is written and produced
by the faculty and staff of LIU’s Brooklyn Campus Library, and
edited by Peter J. Salber, Assistant Dean for Public Services. Some of the content of this issue is copyright
© Association of Research
Libraries.
