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Team # 871 -- LibQUAL
University Libraries

February 2009

Objective

The goals of LibQUAL+(TM) 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; and enhance library staff members' analytical skills for interpreting and acting on data.

LibQUAL+(TM) 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.

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Team Membership

• Sally Kalin, Co-Sponsor
• Jack Sulzer, Co-Sponsor
• Kim Patishnock, Leader
• Chris Avery, Member
• Matt Ciszek, Member
• Kathy Fescemyer, Member
• Glenn Masuchika, Member
• Mary Frances McLaughlin, Member
• Rebecca Mugridge, Member
• Doris Stover, Member

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Results Achieved to Date

• ExpectedResults: Penn State University Libraries participated in LibQUAL surveys in 2002 and 2004. This past year's survey was conducted in April, 2008 and Survey consisted of core questions, locally selected questions, Information Literacy Outcomes questions, General Satisfaction questions, Library usage patterns questions, Self-identified questions and comments.
  
  Little change since the last survey, but certain trends were evident: dissatisfaction with Libraries’ Website, more pressure to add digital/full-text content (More journals in an area).
  
  In future surveys, we will sample targeted populations & disciplines, sample more discrete areas within information control, and complete longitudinal analysis of LibQUAL results.

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