Library Assessment

University Libraries cares what users think.User perception of library service is a critical component of the Libraries’ overall assessment effort. In 2002, University Libraries conducted their first LibQUAL+ survey to assess the effectiveness of library collections and services. The results of the survey lead to many positive changes and improvements throughout the libraries.

The LibQUAL+ survey was repeated in the Spring of 2005. This created an opportunity to compare and contrast results from the two surveys, allowing University Libraries to identify current service needs, recognize changes in perceptions of library service, and identify priorities for improving service.

User perceptions are measured in the following three dimensions:

• Affect of Service – Is staff caring, dependable, and knowledgeable?
• Information Control – Can users easily navigate the library Web site and electronic-access tools? Does the library provide adequate collections to meet user needs? Can users independently use library resources?
• Library As Place – Are libraries comfortable and inviting? Does the library provide quiet spaces and areas for group work?

What has been learned from the LibQUAL+ survey?

• Overall, students, faculty, and UC staff expressed a high degree of satisfaction with the service they receive from library staff. This area experienced the greatest degree of improvement from the 2002 LibQUAL+ survey, especially among graduate students and faculty members.
• “Library As Place” scored well among users. All user groups responded positively to the Libraries’ efforts to make the facilities inviting and comfortable to use. One user said, “This is the best place I have seen on campus for studying.” Another stated, “Langsam is a great looking library.” There were also very positive responses to using the library for group work, but some users expressed a desire for more quiet and study areas and for longer library hours.
• The “Information Control” scores improved in 2005, but continue to present challenges for University Libraries. The results show that users want the ability to find research information independently and that University Libraries could do more to facilitate this. Users would like more resources, increased wireless access, more complete records in the Library Catalog, and the ability to search by subject on the Web site.

University Libraries will continue to use the feedback gained from the LibQUAL+ survey to develop and improve library services.

The LibQUAL+ survey is an initiative of the Association of Research Libraries, the organization of 113 U.S. and Canadian research libraries.

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