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LibQUAL+™
is a suite of services that libraries use to solicit, track,
understand, and act upon users' opinions of service quality.
These services are offered to the library community by the
Association of Research Libraries (ARL).
The
program's centerpiece is a rigorously tested Web-based survey
that helps libraries assess and improve library services.
The goals of LibQUAL+™ are to:
- Foster
a culture of excellence in providing library service;
- Help
libraries better understand user perceptions of library
service quality;
- Collect
and interpret library user feedback systematically over
time;
- 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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The
growing LibQUAL+™ community of participants and its extensive
dataset are rich resources for improving library services.
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. The
Brooklyn Campus Library last participated in a LibQUAL+™
survey in the spring semester of 2003. While the number
of survey completions was disappointing, the responses did
provide valuable suggestions which the librarians used in
adjusting types and levels of service. (The poor response
rate can in part be attributed to the low usage of e-mail
on campus four years ago!)
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.
*April
9, 2007
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than 500 libraries have participated in LibQUAL+™, including
colleges and universities, community colleges, health sciences
libraries, law libraries, and public libraries -- some through
various consortia, others as independent participants. LibQUAL+™
has expanded internationally, with participating institutions
in Canada, the U.K., and Europe. |
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