1. LibQUAL at LSBU Peter Godwin 19 January 2005

2. LibQUAL at LSBU When did we use it? How did it work at LSBU? When did we get the results? What did we learn from the results? Sample comments

3. When did we use it? Spring 2003 and spring 2004 It replaced internal surveys First year was treated as a pilot Last year was more valid

4. How did it work at LSBU? E-mails sent out to academic staff and all students, inviting them to take part, with link to the Web site. Main thrust was on first Monday. We customised our particular survey on the LibQUAL Web site They filled it in anonymously, but could put in e- mail address to qualify for prize We watched take-up on LibQUAL Web site and send out reminders accordingly

5. When did we get the results? By mid-June This meant we could use them to inform decisions about this academic year

6. Hints for success Have paper forms available Give a good incentive Hand out forms in canteens and elsewhere

8. What did we learn from the results? Greater satisfaction with library as a place, and very appreciative of our group space Opening hours very well received and appreciated Satisfaction with access to LISA including from home Reasonable satisfaction with staff service

9. Sample comments “As new member of academic staff I was never invited to an introduction to the library and the subject specialist…..” (Academic : accountancy,male, 31-45) “It is improving but some staff is still very rood especially gards” (UG Arts Man/Media/English female student 23-30)

10. Sample coments “Need more assistance from library staff and a course in caring and how to deal with students will help some of the staff” (UG Business female student 23-30) “Generally, staff are helpful but some are very hostile indeed” (PG Social Science female student 23-30)

11. Sample comments “Compared with other University libraries it is a fine place to find information to learn and work” (UG Social Science male student 18-22)