1. LibQual 2013 Concordia University Montréal, Québec

2. LibQual Survey Core categories: Affect of Service Information Control Library as Place Other categories: Questions shared among all Canadian university libraries participating in the surveys Information literacy Satisfaction Use of libraries and search gateways Demographics

3. LibQual Survey For each question asked from a core category and the CARL questions, respondents are asked to rank on a scale of 1 (low) to 9 (high) their: Minimum service level Desired service level Perceived service performance

4. Methodology Everyone was invited to participate UCS sent out 43,228 emails (excluding undelivered): Students: 39,685 Faculty: 1,414 Staff: 2,129 Response rate: 9.5%

5. Responses We received 4,103 completed questionnaires 78% Undergraduate students 17% Graduate students 3% Faculty members 2% Staff members

6. Interpreting the results Minimum service level Number we don’t want to go below Desired service level Measure of importance to the user, potential goal Perceived service performance User perception of how we are doing

7. Reading the Radar Charts Above minimum expectations Below minimum expectations

9. RESULTS BY USER GROUPS Core Category

10. Results by User Groups UndergraduateGraduateFaculty

11. Undergraduates Most desired: Library as Place Lowest score: Library as Place Highest score: Affect of Service

12. Undergraduates: Top 4 Desired 1.Employees who have knowledge to answer users questions ( in the blue) 2.Library space that inspires study and learning ( in the red) 3.A comfortable and inviting location ( in the red) 4.A library website enabling me to locate information on my own ( in the blue)

13. Graduates Most desired: Information Control Lowest score: Library as Place Highest score: Affect of Service

14. Graduates: Top 4 Desired 1.Making electronic resources accessible from my home or office ( in the red) 2.A library website enabling me to locate information on my own ( in the blue) 3.Easy-to-use access tools that allow me to find things on my own ( in the blue) 4.Employees who have the knowledge to answer user questions ( in the blue)

15. Faculty Most desired: Information Control Lowest score: Information Control Highest score: Affect of Service

16. Faculty: Top 4 Desired 1.Print and/or electronic journal collections I require for my work ( in the red) 2.A library website enabling me to locate information on my own ( in the red) 3.Making electronic resources accessible from my home or office ( in the red) 4.Readiness to respond to users’ questions ( in the blue)

17. TRENDS: 2007, 2010, 2013

18. Undergraduates Library as Place has overtaken Information Control as most desired dimension

19. Graduates and Faculty Information Control is most desired For both of these user groups the gap between minimum level and desired level is getting smaller.

20. OTHER QUESTIONS LQ Canada, Use of Libraries, Satisfaction, Information Literacy

21. LibQual Canada Questions 1.Ability to navigate library Web pages easily 2.Adequate hours of service 3.Ease and timeliness in getting materials from other libraries 4.Making me aware of library resources and services 5.Teaching me how to access, evaluate, and use information

22. Concordia responses Undergraduates: Very happy with hours of service Graduates: Most satisfied with “Teaching me how to access, evaluate and use information” and hours of service Satisfied with ILL Least satisfied with the web pages Faculty: Very happy with “Teaching me how to access, evaluate and use information” Least satisfied with the web pages

23. How often do you access library resources through a library Web page?

24. How often do you use resources on library premises?

25. WRITTEN COMMENTS

26. Comments by category

27. Nature of Comment

28. Number of comments by user group

29. Undergraduate

30. Graduate

31. Faculty