1. The New Library User in Sweden: a LibQUAL+™ study 6th Northumbria International Conference on Performance Measures in Libraries and Information Services Durham 22 - 25 August 2005 Martha Kyrillidou Ann-Christin Persson old.libqual.org LibQUAL+™

2. old.libqual.org Focus of the Paper 1.how is the Information Control dimension depicted in the results of the Swedish participants; 2.how does the Information Control dimension compare between the Swedish implementation and other libraries; 3. the 'new user' as he emerges from the comments that support the notion of the self-sufficient, independent, and autonomous information seeker at Lund University; and, 4. the new users as reflected in the linguistic translation issues of the LibQUAL+™ survey instrument in Swedish

3. old.libqual.org The ‘new library user’ Kruse Nagata Calvert Cook and Thompson Cook and Heath Lincoln

4. old.libqual.org The ‘wild’ library user A user “who is self-reliant and who views library control of resources as an obstruction to the creation of his or her own cognitive skills”. Lincoln (2002)

5. old.libqual.org LibQUAL+™ in Sweden 2004 Table 3. Swedish Institutions participating in 2004 FrequencyPercent Lund Institute of Tech--Swedish987 40.62 Kliniska centralbiblioteket SU/Sahlgrenska485 19.96 Göteborg U. Library, Economics Library333 13.70 Medicinska biblioteket SU/Östra396 16.30 Medicinska biblioteket SU/Mölndal229 9.42 Total2430 100.00

6. old.libqual.org Descriptive Statistics for LibQUAL+™ in 2004 PerceivedMinimumDesiredService AdequacyService Superiority American English Affect of Service7.046.47.810.63-0.77 Library as Place6.696.147.60.55-0.92 Information Control7.026.748.150.28-1.14 Total (n = 50,741)6.986.57.930.48-0.95 British English Affect of Service6.66.047.530.55-0.93 Library as Place5.885.897.48-0.01-1.6 Information Control6.66.467.990.14-1.4 Total (n = 15,807)6.446.187.710.27-1.26 Swedish Affect of Service6.686.087.710.6-1.02 Library as Place5.555.377.150.18-1.59 Information Control6.096.37.95-0.21-1.86 Total (n = 2,430)6.266.067.740.2-1.47 Lund Institute of Technology Affect of Service6.015.557.370.46-1.36 Library as Place5.35.097.110.21-1.81 Information Control5.846.087.95-0.24-2.11 Total (n = 1,034)5.795.677.560.12-1.76

7. old.libqual.org Information Control in 2004

8. old.libqual.org LTH Staff & Students Undergraduate students5842 Postgraduate students 540 Professors* 192 Lecturers* 219 Other Teachers & researchers* 280 Technical & administrative staff* 230 * Equivalent to fulltime

9. old.libqual.org Zones of tolerance

10. old.libqual.org The five most desired items overall ItemAveragestdvn IC-1 Making electronic resources accessible from my home or office 8,141,4983 IC-6 Easy-to-use access tools that allow me to find things on my own 8,1321,34998 IC-2 A library Web site enabling me to locate information on my own 8,041,451006 IC-7 Making information easily accessible for independent use 81,38977 IC-8 Print and/or electronic journal collections I require for my work 7,921,52920

11. old.libqual.org The five largest Adequacy gaps overall ItemAveragestdvn IC-2 A library Web site enabling me to locate information on my own -0,572,211006 IC-1 Making electronic resources accessible from my home or office -0,382,26983 IC-6 Easy-to-use access tools that allow me to find things on my own -0,372,09998 IC-7 Making information easily accessible for independent use -0,232,04977 LP-5 Community space for group learning and group study -0,22,71871

12. old.libqual.org All comments divided into subjects Subjectspositivenegativeneutraltotal Affect of service3515050 Control of information 2613236194 Library as place168821125 Other:90 The survey46 Non users35 Library reorganization 5 User education4 Total459

13. old.libqual.org Comments on the importance of self-sufficiency Phase-out the whole service and build a new digital library! The access to electronic journals is the absolutely most important for my work To be able to compete with search engines on the net the information needs to be more easily accessible. The possibility to search and find information fast must increase extremely strong

14. old.libqual.org Translation (Employees who are consistently courteous) Att alltid få ett tillmötesgående bemötande av personalen Personal som alltid är tillmötesgående

15. old.libqual.org LIFE BEFORE THE COMPUTER Memory was something you lost with age An application was for employment A program was a TV show A cursor used profanity A keyboard was a piano A web was a spider's home A virus was the flu A CD was a bank account A hard drive was a long trip on the road A mouse pad was where a mouse lived And if you had a 3-1/2 inch floppy..... you just hoped nobody ever found out

16. old.libqual.org September 2006 Charlottesville, VA, USA