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LibQUAL+® 2017

Charting Library Service Quality at PCOM

What is LibQUAL+®?

The LibQUAL+® survey is a web-based questionnaire distributed to the PCOM Community.

This survey is one of the tools used to evaluate the perceived quality of library services offered to the community -- on campus and at a distance.

In 2017, the survey will run January 17 to midnight February 10. Those invited to participate will receive notification and reminders through their PCOM e-mail.

LibQUAL+® is a suite of services that libraries use to solicit, track, understand, and act upon users' opinions of service quality. These services are offered to the library community by the Association of Research Libraries (ARL). The program's centerpiece is a rigorously tested Web-based survey bundled with training that helps libraries assess and improve library services, change organizational culture, and market the library.

The goals of LibQUAL+® are to:

  • Foster a culture of excellence in providing library service
  • Help libraries better understand user perceptions of library service quality
  • Collect and interpret library user feedback systematically over time
  • Provide libraries with comparable assessment information from peer institutions
  • Identify best practices in library service

More than 1200 libraries have participated in LibQUAL+®, including colleges and universities, community colleges, health sciences libraries, law libraries, and public libraries -- some through various consortia, others as independent participants. 

The web-based survey is composed of 22 core questions focusing on three "dimensions" of library service​ and asks questions about overall satisfaction, usage patterns, the usual demographic information and offers an opportunity for respondents to provide comments in ​your own words.​ See LibQUAL+® Survey Overview for more detail.​

For more detailed information, check out the Association of Research Libraries' LibQUAL+® Project Website.

PCOM and LibQUAL+® in 2017

What?

The PCOM Library is undertaking an evaluation of the quality of library services offered to the PCOM Community. The evaluation will be conducted using a web-based survey called LibQUAL+® developed by the Association Research Libraries.

 

Why?

If you use the Library, either in person or through the Library's website, you will have an opinion about the quality of the service you receive. If you don't use the Library, then there are reasons why you don't use these services. Regardless of whether you are or are not a user of the Library's services, we want to hear from you. Understanding your perceptions of the Library and its services is the first step to understanding what we are doing well and what we need to focus on.

 

Who?

An invitation to participate will be sent via e-mail to students, faculty, and staff. Please take the opportunity to provide us with your input. It will be greatly appreciated.

 

When?

The invitation to participate in the survey will be emailed on January 17, 2017. We expect to run the survey until midnight February 10.

 

Where?

You will be able to complete this web-based survey from your desktop. The invitation you receive will include a link to the web page where the survey is located. Simply click on the link and start answering the survey!

 

How long will it take?

The survey includes 21 questions and will gather some additional information on overall satisfaction, usage, and demographic information. Respondents also have an opportunity to provide comments and feedback. The survey is estimated to take an average of 5 to 10 minutes to complete.

 

And, just in case you are wondering, there is an incentive.

Participants who choose to submit their email address are eligible to win prizes, such as an Amazon Echo, a Fitbit Flex 2, or an Amazon Fire TV Stick!.

How does LibQUAL+® benefit me?

If you use the Library, either in person or through the Library's website, you will have an opinion about the quality of the service you receive. If you don't use the Library, then there are reasons why you don't use these services. Regardless of whether you are or are not a user of the Library's services, we want to hear from you. The LibQUAL+® survey offers all PCOM Community members a chance to offer feedback and suggestions on the Library’s services

Understanding your perceptions of the Library and its services is the first step to understanding what we are doing well and what we need to focus on. The Library employed this survey and other evaluation measures to assess library service in 2003, and many changes have been made as a result while we continue to work on others. In 2007 and 2012 we checked in to make sure we were on track and you told us we were. Now we want to check in again to make sure we continue to respond to your feedback.

Your survey responses are valuable and are important to setting future directions for the Library!

And if you require more incentive...participants who choose to submit their email address with the survey are eligible to win one of several great prizes!

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Attribution

January 2017 Revised and Edited by PCOM Library staff

Creative Commons License

Credits: The template used for this guide was developed by Leona Jacobs at the University of Lethbridge (see: http://libguides.uleth.ca/LibQual/) and is licensed under a Creative Commons Attribution-Noncommercial-Share Alike 3.0 United States License. We thank her and the University of Lethbridge so generously for sharing their work!