1. TM Project web site www.arl.org/libqual/ New Ways of Listening to Users: Colleen Cook Bruce Thompson Consuella Askew Waller April 10-13, 2003 ACRL 11 th National Conference Charlotte, North Carolina Interpreting Results

2. Two Interpretation Frameworks uZone of Tolerance uScore Norms

3. Zone of Tolerance uThe area between minimally acceptable and desired service quality ratings uPerception ratings ideally fall within the Zone of Tolerance

4. TAMU Access to Information Note: LibQUAL+  Spring 2002 Survey Results - TAMU. (2002). Vol. 2, p. 25

5. TAMU Affect of Service Note: LibQUAL+  Spring 2002 Survey Results - TAMU. (2002). Vol. 2, p. 25

6. TAMU Library as Place Note: LibQUAL+  Spring 2002 Survey Results - TAMU. (2002). Vol. 2, p. 25

7. TAMU Personal Control Note: LibQUAL+  Spring 2002 Survey Results - TAMU. (2002). Vol. 2, p. 25

8. TAMU Undergraduate Note: LibQUAL+  Spring 2002 Survey Results - TAMU. (2002). Vol. 2, p. 24

9. TAMU Undergraduate Dimension Summary Note: LibQUAL+  Spring 2002 Survey Results - TAMU. (2002). Vol. 2, p. 26 Average Rating 9.0 8.0 7.0 6.0 5.0 4.0 3.0 2.0 Access to Information Affect of Service Library as Place Personal Control Perceived Range of Minimum to Desired Range of Minimum to Perceived (“Gap”)

10. TAMU Graduate Note: LibQUAL+  Spring 2002 Survey Results - TAMU. (2002). Vol. 2, p. 32

11. TAMU Graduate Dimension Summary Note: LibQUAL+  Spring 2002 Survey Results - TAMU. (2002). Vol. 2, p. 34 Average Rating 9.0 8.0 7.0 6.0 5.0 4.0 3.0 2.0 Access to Information Affect of Service Library as Place Personal Control Perceived Range of Minimum to Desired Range of Minimum to Perceived (“Gap”)

12. Note: LibQUAL+  Spring 2002 Aggregate Survey Results. (2002). vol. 2, p. 40 Faculty Item Summary

13. Faculty Dimension Summary Note: LibQUAL+  Spring 2002 Survey Results - TAMU. (2002). Vol. 2, p. 42 Average Rating 9.0 8.0 7.0 6.0 5.0 4.0 3.0 2.0 Access to Information Affect of Service Library as Place Personal Control Perceived Range of Minimum to Desired Range of Minimum to Perceived (“Gap”)

14. Library Staff Note: LibQUAL+  Spring 2002 Survey Results - TAMU. (2002). Vol. 2, p. 48

15. Library Staff Dimension Summary Note: LibQUAL+  Spring 2002 Survey Results - TAMU. (2002). Vol. 2, p. 50 Average Rating 9.0 8.0 7.0 6.0 5.0 4.0 3.0 2.0 Access to Information Affect of Service Library as Place Personal Control Perceived Range of Minimum to Desired Range of Minimum to Perceived (“Gap”)

16. LibQUAL+  Assessment Survey Zone of Tolerance (All) Zone of Tolerance Texas A&M University          

17. Score Norms uNorm Conversion Tables facilitate the interpretation of observed scores using norms created for a large and representative sample. uLibQUAL+  norms have been created at both the individual and institutional level

18. Institutional Norms for Perceived Means on 25 Core Questions Note: Thompson, B. LibQUAL+  Spring 2002 Selected Norms, (2002).

19. TAMU Solutions  Tiered Information Services  Information Specialists  Virtual Reference  Vast electronic resource base  Deliver Edocs  EdNET  Completely rebuilt content management system

20. The Challenge of Analysis uSecuring information that contributes meaningfully to planning and improvement efforts at a local level uProviding analytical frameworks that institutional staff can apply without extensive training or assistance uHelping decision-makers understand success of investments uFinding useful inter-institutional comparisons

21. Summary uLibQUAL+  methodology focuses on success from the users point of view (outcomes) u LibQUAL+  demonstrates web based survey can handle large numbers; users are willing to fill it out; and survey can be executed quickly with minimal expense uLibQUAL+  requires limited local survey expertise and resources uAnalysis available at local and inter-institutional levels

22. LibQUAL+  Related Documents LibQUAL+  LibQUAL+  Web Site http://www.arl.org/libqual/ LibQUAL+  LibQUAL+  Bibliography http://www.coe.tamu.edu/~bthompson/servqbib Survey Participants Procedures Manual http://www.arl.org/libqual/procedure/lqmanual2.pdf