1. LibQUAL+ ® Survey Introduction Philadelphia, PA January 14, 2008 Presented by: Martha Kyrillidou Director, Statistics and Service Quality Programs Association of Research Libraries old.libqual.org

2. Reference Transactions ARL Statistics 2005-06

3. old.libqual.org Assessment “The difficulty lies in trying to find a single model or set of simple indicators that can be used by different institutions, and that will compare something across large groups that is by definition only locally applicable—i.e., how well a library meets the needs of its institution. Librarians have either made do with oversimplified national data or have undertaken customized local evaluations of effectiveness, but there has not been devised an effective way to link the two.” Sarah Pritchard, Library Trends, 1996

4. old.libqual.org PERCEPTIONS SERVICE “….only customers judge quality; all other judgments are essentially irrelevant” Note. Zeithaml, Parasuraman, Berry. (1999). Delivering quality service. NY: The Free Press. SERVQUAL

5. old.libqual.org Dimensions 2000200120022003-2008 41 items56 items25 items22 items Affect of Service Library as Place Reliability Personal Control Information Control Provision of Physical Collections Self-Reliance Information Access Access to Information

6. old.libqual.org Survey Structure (Detail View)

7. old.libqual.org Rapid Growth Languages –Afrikaans –American English –British English –Chinese –Danish –Dutch –Finnish –French –German –Japanese –Norwegian –Spanish –Swedish –Welsh Consortia *Each may create 5 local questions to add to their survey Countries –Australia, Canada, Denmark, Egypt, Finland, France, Hong Kong, Ireland, New Zealand, the Netherlands, Norway, South Africa, Sweden, Switzerland, UAE, U.K., U.S. Types of Institutions –Academic Health Sciences –Academic Law –Academic Military –College or University –Community College –Electronic –European Business –European Parliament –Family History –Research Centers (FFRDC) Libraries –High School –Hospital –National Health Service England –Natural Resources –New York Public –Public –Smithsonian –State –University/TAFE

8. old.libqual.org LibQUAL+ ® Participants

9. old.libqual.org LibQUAL+ ® First Year Participants

10. old.libqual.org LibQUAL+ ® Surveys by Type Year Type20002001200220032004200520062007 Academic Health Sciences 1352313 1011 Academic Law 1251063 Academic Military 6 1 1 College or University1341111244150201226217 Canadian Government 18 Community College 16293152726 Electronic 1 European Business 5 16 Family History 1 2 Hospital 1011 National Health Services England 10 Natural Resources 4 New York Public 1 Public 41132 Research Centers (FFRDC) Libraries 521 Smithsonian 1 1 State 1 132 University/TAFE 212

11. old.libqual.org LibQUAL+ ® Languages

12. old.libqual.org LibQUAL+ ® Surveys by Language Year Language20002001200220032004200520062007 Afrikaans 41 American English1342164285176207236217 British English 2022315038 Chinese4 Danish 1 Dutch 1 2 Dutch English 11 2 Finnish 1 French Canadian 214 26 French Continental 1 1 German 1 Norwegian 1 Swedish 5211 Swedish British English 1 Swedish English (A.E.) 21

13. old.libqual.org LibQUAL+ ® Surveys by Consortia Year Consortium20002001200220032004200520062007 AAHSL 135211412711 Alabama Academic (NAAL) 1018213 AJCU - Academic Libraries 20 21 AJCU - Law Libraries 1 Connecticut State University Library System (CONSULS) 5 Consortium of Church Libraries and Archives 7 CUC Group (formerly CES) 6 8 1 CUNY Libraries 19 Department of Justice Canada Libraries 12 European Business Schools Librarians Group 6 17 Georgia Consortium 191 Harrisburg Area Community Colleges 5 Hospital/MLA 7 JULAC11 Keystone Library Network 15

14. old.libqual.org LibQUAL+ ® Surveys by Consortia (cont’d) Year Consortium20002001200220032004200520062007 LibQUAL Canada 63 Maine URSUS Libraries 13 Massachusetts LSTA 5 MCCLPHEI 23 MERLN (Military Education & Research Library Network) 6 National Health Service England 10 New England Law Library Consortium (NELLCO) 8 1 North Carolina Community Colleges 15 NY3Rs College and University Libraries 71 21 1 NY3Rs Public Libraries 5 Oberlin Libraries Group 1291321 OhioLINK 574511426 Research Centers (FFRDC) Libraries SCONUL 20171620 State University Libraries of Florida 621 University of Wisconsin System 14 VALE 12 1

15. old.libqual.org Participating Libraries by Country Year Country20002001200220032004200520062007 Australia 1623 Canada134810151175 Denmark 1 2 Egypt 1 21 Finland 2 France 1 21 Hong Kong 11 Ireland 1121 Mexico 1 Netherlands 11 5 New Zealand 13 Norway 2

16. old.libqual.org Participating Libraries by Country (cont’d) Year Country20002001200220032004200520062007 South Africa 1285 Sweden 3442 Switzerland 2 2 U.A.E. 1 U.K. 2017163321

17. old.libqual.org Surveys by Session: 2004-2007 YearSession 1Session 2 20042022 200519956 200620593 200721868

18. old.libqual.org World LibQUAL+ ® Survey

19. old.libqual.org LibQUAL+ ® Resources LibQUAL+ ® Web site: http://old.libqual.org Publications: http://old.libqual.org/publications Events and Training: http://old.libqual.org/events Gap Theory/Radar Graph Introduction: http://old.libqual.org/Information/Tools/libqualpresentation.cfm LibQUAL+ ® Procedures Manual: http://old.libqual.org/Publications/index.cfm

20. old.libqual.org The LibQUAL+ ® Team MaShana Davis Technical Communications Liaison mashana@arl.org Yolanda Glass Administrative Assistant yolanda@arl.org Kristina Justh Customer Relations Coordinator kristina@arl.org Martha Kyrillidou Director, Statistics and Service Quality Programs martha@arl.org Gary Roebuck Technical Operations Manager gary@arl.org