1. Using LibQUAL+® as a Foundation for the Library’s Support of
Accreditation & Re-Certification Efforts
/Library Assessment Conference 2018

2. The purpose of this presentation is to address using LibQUAL+®
Using LibQUAL+® as a Foundation for the Library’s Support of Accreditation & Re-Certification Efforts
The purpose of this presentation
is to address using LibQUAL+®
as a foundation for, & integrating it into,
the Library’s support of Regional
Accreditation & Re-Certification efforts
Demonstrate ongoing improvement
Based on LibQUAL+ theory
Based on standards & reasonable theory
Demonstrate compliance
/Library Assessment Conference 2018

3. Using LibQUAL+® as a Foundation for the Library’s Support of Accreditation & Re-Certification Efforts 1 2 3 4 8 9 7 6 5
Zone of
Tolerance
Desired
Score
(User Priority)
Perceived
(User Perception)
Minimum
(Minimum Expectation)
LibQUAL+®

4. Using LibQUAL+® as a Foundation for the Library’s Support of Accreditation & Re-Certification Efforts 1 2 3 4 8 9 7 6 5
Adequacy Gap
(Perceived Score
minus
Minimum Score)
Zone of
Tolerance
User Satisfaction =
Zone of Tolerance
> 100%
Resource/Service
exceeds
expectations
50%-100%
success
0% - 50%
minimally met
< 0%
not being met
LibQUAL+®

5. Who are our users? ………………………. LibQUAL+®
Using LibQUAL+® as a Foundation for the Library’s Support of Accreditation & Re-Certification Efforts
Who are our users? ………………………. LibQUAL+®
What do they need? ……………………. Zone of Tolerance
What do they expect? …………………. Desired Score
How do they rate us? …………………… Perception Score
Are we meeting & delivering…………;.. Satisfaction Score
our users’ needs & expectations?
LibQUAL+® and the Accreditation/Re-Certification Process

6. Accreditation Assessment Cycle
Using LibQUAL+® as a Foundation for the Library’s Support of Accreditation & Re-Certification Efforts
Accreditation Assessment Cycle
Review Accreditation Standards
Define & Refine Standard(s)
Assess User Needs & Perceptions (LibQUAL+®)
Identify Gaps
Make Decisions
Select Course of Action
Implement Program
Monitor & Fine Tune
Prepare Accreditation/ReCertification Report
Q.E.P. (Quality Enhancement Plan)
Monitor impact of new
technologies, pedagogies, resources, and methodologies
/Library Assessment Conference 2018

7. The LIbQUAL+® Template Job Expertise Information Literacy
Using LibQUAL+® as a Foundation for the Library’s Support of Accreditation & Re-Certification Efforts
The LIbQUAL+® Template
Job Expertise
Information Literacy
Customer Service
Information Resources
Resource Accessibility
Library Environment
Group & Individual Study
Equipment & Technology
Accreditation Aspects

8. Professional Responsibilities Retention & Work Life
Using LibQUAL+® as a Foundation for the Library’s Support of Accreditation & Re-Certification Efforts
JOB EXPERTISE
LibQUAL+® QUESTIONS
User Rating
User Priority
Satis-
faction
Employees who instill confidence in users
Employees w/knowledge to answer user questions
Employees who understand users’ needs
Dependability handling user service problems
Inventory
Qualifications
Recruitment
Workload
Professional Responsibilities
Retention & Work Life
/Library Assessment Conference 2018

9. ACRL Framework for Information Literacy
Using LibQUAL+® as a Foundation for the Library’s Support of Accreditation & Re-Certification Efforts
INFORMATION LITERACY
LibQUAL+® QUESTIONS
User Rating
User Priority
Satis-
faction
Library helps me stay abreast of developments in field(s) of interest
Library aids my advancement in my academic discipline or work
Library enables me to be more efficient in my acad pursuits/work
Library helps me distinguish between trustworthy/untrustworthy info
Library provides me with the info skills I need in my work/study
ACRL Framework for Information Literacy
Establish Library’s Information Literacy Learning Outcomes
Coordinator/Adapt to meet Course Learning Outcomes
/Library Assessment Conference 2018

10. Attraction: Users come to you because of your reputation
Using LibQUAL+® as a Foundation for the Library’s Support of Accreditation & Re-Certification Efforts
CUSTOMER SERVICE
“They may forget what you said, but they will never forget how you made them feel” Carl W. Buehner
Question Text
User Rating
User Priority
Satisfaction
Library helps me stay abreast of developments in field(s) of interest
Library aids my advancement in my academic discipline or work
Library enables me to be more efficient in my acad pursuits/work
Library helps me distinguish between trustworthy/untrustworthy info
Library provides me with the info skills I need in my work/study
Attraction: Users come to you because of your reputation
Sample Question: How well were you treated today?
Enrichment: Users will use your services
Sample Question: Do you feel you learned or gained something from the service?
Retention: Users stay with you
Sample Question: Are you likely to use this service again?
Advocacy: Users recommend you to others
Sample Question: What is the likelihood you will recommend this service to others?
/Library Assessment Conference 2018

11. INFORMATION RESOURCES
Using LibQUAL+® as a Foundation for the Library’s Support of Accreditation & Re-Certification Efforts
INFORMATION RESOURCES
Question Text
User Rating
User Priority
Satisfaction
Print library materials I need for my work
The electronic information resources I need
Print/eJournal collections required for my work
Identify the information needs of the users
“Meet” the information needs of the users
Keep up with persistent, changed & evolving information needs in:
Pedagogies/Teaching needs
Learning needs
Research needs
Collection Development Policy
Selection
Planning
/Library Assessment Conference 2018

12. RESOURCE ACCESSIBILITY
Using LibQUAL+® as a Foundation for the Library’s Support of Accreditation & Re-Certification Efforts
RESOURCE ACCESSIBILITY
Question Text
User Rating
User Priority
Satisfaction
eResources accessible from my home/office
A library Web site to locate information on my own
Easy-to-use tools to find things on my own
Information easily accessible for independent use
Equity of Access
Intellectual freedom
Challenge censorship
Do not abridge or deny right to use library
Strategic & Special User Needs & Expectations
Special needs
Language barriers
Strategic user populations
Information Accessibility from Inside & Outside the Library
Website Usability
Quality Control
Innovation
/Library Assessment Conference 2018

13. Equity of Access: Do not abridge or deny right to use library
Using LibQUAL+® as a Foundation for the Library’s Support of Accreditation & Re-Certification Efforts
LIBRARY ENVIRONMENT
Question Text
User Rating
User Priority
Satisfaction
Library space that inspires study & learning
A comfortable & inviting location
Getaway for study, learning, or research
Quiet space for individual activities
Community space for group learning or study
Equity of Access: Do not abridge or deny right to use library
Spaces: Open Spaces / Exhibit Spaces / Study Spaces / Stack Spacing / Special Spaces
Layout: Accessibility / Crowdedness / Visual Privacy / Group Interaction
Furnishings: Variety / Adaptability / Adjustability / Comfort
Lighting: Amount / Glare / Reflection / Contrast
Ambience & Cleanliness
Air Quality
Thermal Comfort: Temperature & Air movement
Acoustic Quality: Noise Level / Sound Privacy
/Library Assessment Conference 2018

14. EQUIPMENT & TECHNOLOGY
Using LibQUAL+® as a Foundation for the Library’s Support of Accreditation & Re-Certification Efforts
EQUIPMENT & TECHNOLOGY
Question Text
User Rating
User Priority
Satisfaction
Modern equipment to easily access needed information
Low-Tech equipment
(e.g. whiteboards & power outlets)
High-Tech equipment
(e.g. Mediascapes, presentation equipment)
Staff training on equipment resources
/Library Assessment Conference 2018

15. QUESTIONS ? COMMENTS ? THANK YOU
Using LibQUAL+® as a Foundation for the Library’s Support of Accreditation & Re-Certification Efforts
QUESTIONS ?
COMMENTS ?
THANK YOU
/Library Assessment Conference 2018

16. Using LibQUAL+® as a Foundation for the Library’s Support of Accreditation & Re-Certification Efforts
References:
ALA Bill of Rights & Planning Academic & Research Library Buildings
Standard Practices
Regional accreditation standards
ALA Bill of Rights & Standard Practices
/Library Assessment Conference 2018