2. Charting Library Service Quality Sheri Downer Auburn University Libraries

3. Background of Need for LibQUAL+ Library had undergone extensive changes in services Librarian and Staff responsibilities had changed Utilization of physical spaces had changed

4. Major Changes Affecting Public Services Four reference desks on different floors were incorporated into one central information commons Reference desk 35 public access computers 2 consultation workstations Reference collection

5. Major Changes Affecting Public Services Service desks were added on first and second floors Science and technology journals were placed on fourth floor Nearer to related subject areas Other journals housed on second floor near reference desk Overdue fines were eliminated

6. Questions We Were Concerned About Did we need to add service desks on third and fourth floors? Some faculty felt these changes diminished our ability to serve them well What other services needed improving? Were the library hours reflective of the times the library needed to be open?

7. Questions We Were Concerned About Where did we need to focus our expenditures? Journal backfiles Digital projects Training Library hours Public services staffing

8. Assessment Became a Reality In April, 2003, SACS was scheduled to visit Auburn University Under new SACS guidelines assessment is a priority Each campus unit required to develop assessment plans LibQUAL+ was perfect assessment tool Visit date changed to October, 2003

9. Assessment Became a Reality April 8, 2002, sample population invited to take part in LibQUAL+ project 800 faculty members 1,200 undergraduates 800 graduate students Had a return rate of nearly 60%

10. Results of Data Data indicated that many faculty and students perceive strength in the Library’s physical facility and environment.

11. Results of Data Areas that were rated as exceeding minimum requirements: 1. A contemplative environment 2. A place for reflection and creativity 3. A comfortable and inviting location 4. A haven for quiet and solitude 5. Willingness to help users

12. Results of Data Areas rated as a level closest to the minimum acceptable level: 1. Complete run of journals 2. Convenient business hours 3. Employees who have the knowledge to answer user questions 4. Easy-to-use access tools that allow me to find things on my own 5. Convenient access to library collections

13. Library Assessment Committee Library committee assigned to assess and analyze the LibQUAL+ survey results Identify steps to bring library services and programs closer to faculty and student expectations Will use several different approaches for assessing weaknesses

14. Assessment Objectives Complete runs of journals: Library journal holdings will meet research needs of Auburn faculty A survey of faculty will be administered Will identify gaps in journal holdings Library will design a program to acquire 100% of high priority titles identified

15. Assessment Objectives Library Business Hours: Library business hours will be expanded according to student and faculty needs A survey of faculty and students will be conducted to identify library hours that best serve user needs Library hours will be modified to meet identified needs

16. Assessment Objectives Employees who have the knowledge to answer user questions: Public service desks will be staffed with personnel who have the knowledge to answer user questions Or staff will refer the questions to appropriate subject specialists

17. Assessment Objectives Employees who have the knowledge to answer user questions: Focus groups of faculty and students will be conducted Will identify service points perceived as deficient A plan to remedy all identified deficiencies will be completed by the end of this review cycle

18. What Has Been Done In spring semester the libraries expanded hours as a pilot project Need established reason to also extend summer hours Architecture library now to extend hours during fall semester The positive response has been tremendous!

19. What Has Been Done Faculty were sent an email requesting response to identify gaps in journal runs We received good feedback and are now checking requests against actual holdings Other information added such as requests for new titles Also wanted online titles added to collections of paper titles

20. What Has Been Done Proposal requested from center for governmental studies to conduct focus meetings Will study concern that emerged about public service desks and knowledge of people staffing those desks Was concern because we had eliminated multiple reference desks or actual lack of knowledge? Four focus meetings: 2 faculty groups, 1 graduate group, 1 undergraduate group

21. What Has Been Done Librarians and staff are designing roundtable discussions with library users 1. Will be situational discussions of their opinions on specific services 2. Will have personnel available who are experts on the topics being discussed to answer questions