LibQUAL+ ® : The UK and Irish Experience Selena Killick Library Quality Officer, Cranfield University J. Stephen Town Director of Information, The University of York

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Consortium Composition

Expectations

Highest Desired IDQuestionDesired (2011.5) Years in Top 5 IC-1 Making electronic resources accessible from my home or office8.279 IC-8 Print and/or electronic journal collections I require for my work8.108 IC-2 A library Web site enabling me to locate information on my own8.099 LP-2Quiet space for individual work8.041 IC-7 Making information easily accessible for independent use8.022

Least Desired IDQuestionDesired (2011.5) Years in Bottom 5 AS-2Giving users individual attention6.849 LP-5Space for group learning and group study7.239 AS-1 Library staff who instill confidence in users7.488 AS-9 Dependability in handling users' service problems7.733 LP-1 Library space that inspires study and learning7.772

Perceptions

SCONUL Overall

SCONUL Overall 2004

Comparisons

SCONUL & ARL Comparisons: 2004 – Dimension Summary

SCONUL & ARL Comparisons: 2004 – Affect of Service

SCONUL & ARL Comparisons: 2004 – Information Control

SCONUL & ARL Comparisons: 2004 – Library as Place

National Student Survey Comparisons Aspiring to be “Good Enough”

LibQUAL+ ® Results in Action

£14 million improvement programme now underway at St. Andrews to renovate the Library, expand the collection and increase study space. The Library is one of the most oppressively depressing locations on the face of the earth; its ugly décor and offensive lighting gnaw at the soul and the carpeting is an invitation to madness

Secured additional funding to increase resources Improved liaison with Academic staff regarding recommended readings Increased e-books where possible Increased journal subscriptions Implemented cross-searching database Improved Library Website Developed online information literacy tool Improved help provision via 24/7 Chat cooperative

Added /enhanced computing, printing and photocopying facilities Upgraded catalogue only ‘quick search stations’ Introduced express PCs – maximum login time of 20 minutes Increased Study Space Reduced access to external visitors at busy times Introduced a study area for researchers Introduced/improved study zones to control noise Improved temperature and ventilation

National Outcomes Libraries are being transformed into rowdy social spaces… many of the changes have had unfortunate – even disastrous – consequences for the place of libraries in university scholarship and study. Response published in the next edition of THE from SCONUL outlining that LibQUAL+ ® results show that academic staff perceptions of library buildings are the highest they’ve ever been. Sharpe, K Quiet, please. Times Higher Education. 5 November. [Available Online].

Conclusions

Greater use of LibQUAL+ by Pre-1992 Universities Biannual participation for ~half of users Expectations rising in most areas Perceptions rising also Not quite as good as ARL LibQUAL+ provides more information than NSS LibQUAL+ helps Libraries to develop and improve services The carpet at St. Andrews used to be mental!

Acknowledgements Amanda Conway, Dorothy Vuong, Karen Ready, Jacqui Dowd, John MacColl and the rest of the SCONUL LibQUAL+ Participants The ARL LibQUAL+ Participants SCONUL Working Group on Performance and Quality Martha, Bruce, Colleen, David and the rest of the LibQUAL+ team

Thank you! Selena Killick Tel: +44(0) J. Stephen Town Director of Information, The University of York