1. LibQUAL+ The Arizona State University Libraries’ Experience

2. What Will Be Covered? Overview – Arizona State University (ASU) – ASU Libraries LibQUAL+ results spanning five years What we learned

3. Arizona State University (ASU) Comprehensive public research university – Four campuses in metropolitan Phoenix – >60,000 students Tempe campus – ~52,000 students – ~2,300 instructional faculty

4. ASU Libraries Tempe campus – Hayden Library Social Sciences, Humanities, Special Collections – Noble Science and Engineering Library – Music Library – Architecture and Environmental Design Library

5. Library Facts Total Volumes: 4,287,919 Databases: 319 E-Journals: 32,791 E-Books: 281,588

6. Library Facts Website: 2,693,155 Virtual Visits Building Use: 2,037,390 In-Person Visits Reference: 141,087 Instruction: – # Classes: 994 – # Attendees: 24,391 Circulation: 1,107,316

7. Why LibQUAL+? Assess impact and usefulness of library services Collect and interpret user feedback over time Make comparable assessments with peer institutions

8. Overall Satisfaction with Library

9. Information Literacy Mean Scores

10. LibQUAL+ Dimensions Library as Place Information Control Affect of Service

11. Undergrad Students Trend for Information Control

12. Graduate Students Trend for Information Control

13. Faculty Trend for Information Control

14. Information Control Direct Feedback from Users Library Student Advisory Council – Google much easier to use than online catalog and database interfaces – Market services Faculty Focus Group – Amazon.com interface is preferred over online catalog and database interfaces – Market services

15. Service Adequacy: Peer Comparison

16. Service Superiority: Peer Comparison

17. What did we learn? Improved in Information Literacy Need to put resources into improving in Information Control Need to develop a marketing plan for the library Surpass peers and LibQUAL+average at Library as Place

18. Conclusion As we map our future, we must measure our overall performance Each library employee contributes to the overall performance Results used to improve and prioritize services Goal is to meet end user’s desired level of service