LiBQual+ 2006: The Library’s Response

Library staff has been busy the past year working on ways to improve the library’s services and appearance. As many know, the national web-based library survey called LibQual+ was re-administered last spring (March 27 through April 14, 2006). Developed by the Association of Research Libraries, it is a tool for measuring library users’ perceptions of service quality and identifying areas for improvement. The results of the 2006 LibQual+ survey were very positive and encouraging and showed we are on the right track. However, there were certain areas identified by respondents that needed improvement. In response the library has:

• Reduced the cost of printing (with the help of USG)
• Purchased comfortable furniture for lounge areas in the library
• Created more quiet study areas for students to use
• Using focus group discussions (and with future usability studies) began evaluating the effectiveness of the library’s website
• Held training for library staff for improving customer service
• Upgraded the computer workstations throughout the library
• Continued to add quality full text online databases and journal collections

The 2006 LibQual+ survey had an increased response compared with the 2003 survey: there were 568 respondents or those who completed the survey as opposed to 422 respondents for the 2003 survey; a 34.6 % increase. Amy Rockwell, Assessment Librarian, and Al Riess, Reference and Electronic Database Librarian, analyzed and compared the results of the 2003 and 2006 surveys, scoured the over 400 written comments generated by both, and met library staff in October 2006 to present and share in detail the surveys’ results. This forum allowed us to not only share how well we are doing, but also to identify and discuss areas needing improvement and elicit comments, ideas, and suggestions from library staff. In comparing the two years we administered the LibQual+ survey, we found that in virtually all categories for almost all survey questions, we exceeded minimum expectations in 2006 as measured against 2003, and came closer to desired levels of service quality in 2006 as compared to 2003. Some of the things the library has done since the 2003 survey which might account for this improvement include:

• Opened StudyQuad, a 24 hour computer lab in the library with over 50 computers, both PC and Mac, all connected to a scanner, printer, and photocopier. This area also includes wireless access, public plug-in ports for laptops, and two group study rooms with dry erase marker boards.
• Created an Information Commons, where patrons benefit from united service points (circulation, reference, and help desk in the same general area), and more visible reference librarians
• Purchased modern equipment (computers, printers, scanners, etc.) for the library
• Developed significant full text and online database and periodical collections

A document with the analysis of results of the 2006 LibQual+ can be found at: http://www.buffalostate.edu/library/docs/LibQual_2006_Analysis.pdf.  If you have any questions concerning this document, please contact Amy Rockwell or Al Riess.

- Amy Rockwell, 1/25/07