1. LIBQUAL+ and Library Summit: The Clemson Experience

2. Clemson University In Context: Land-grant university for South Carolina 17,000 students (13,500 undergrad and 3,500 graduate) 900 faculty Majority of doctoral programs in sciences and engineering One main library and branch for architecture

3. The Clemson Summit Concept Concept initiated by President Summits are organized around a university function Bring university constituents together to focus on one area

4. The Clemson Summit Concept continued: Library Summit I was the second university summit and was designed to identify major themes for the Libraries in the future. Attendees included: faculty, students, staff, trustees, former president, administrators including President and Provost. We followed Library Summit I with Library Summit II which consisted of the entire library staff.

5. Themes from Library Summit I: “Declaration of Independence” Move to electronic formats as quickly as possible. Change the nature of the place – make the library facilities more of an academic meeting place rather than a warehouse. Staff Libraries appropriately for new mission. Increase funding for Libraries from all sources.

6. Results from Library Summits I and II: Strategic Plan for 2000-2004 Business Plan for 2000-2004 Included detail tasks and dollar amounts Resulted in the Library being included in the Academic Affairs “Road Map Funds” for the next four years. Received $1 Million the first Year and $500K each of the next 3 years

7. Improved overall cleanliness of building Dramatically increased Library hours to 24/5 with increased weekend hours Provided 2 scanners for public use, then increased number to 4 Added staffing to improve printing in campus computer lab located in Library Services added based on Business Plan:

8. Improved group study space Reconfigured furniture to help support quiet floors Improved access to electronic journal holdings Improved popular reading collection of books Services added based on Business Plan:

9. Relocated book drops and added drive up drops Addition of proxy server to increase access to electronic resources Improvements to the Libraries’ web page Added staffing to improve printing capabilities in campus computer lab located in Library Increased number of laptops available for checkout Services added based on Business Plan:

10. LIBQUAL+ and Clemson University Libraries First LIBQUAL+ followed Library Summits I and II Used LIBQUAL+ results to determine if the choices we made from the summits were correct. We determined that the LIBQUAL+ results validated the themes and detailed objectives resulting from the summits.

11. 2003 LIBQUAL+ Results Received our 3 rd LIBQUAL+ Results Paid close attention to those that had a negative adequacy gap

12. “Disconfirming Expectancy” Increased credibility by providing negative information. We wanted help from faculty and students to understand the 2003 LIBQUAL+ results. Because of success of Library Summit I and II decided to have Library Summit III.

13. Summit Planning: Planning Committee Determined date and location (university conference center) Determined schedule (3:00PM – 7:00PM) Determined meal Set Agenda Recommended participants (by group) 60 total Organized discussion topics Prepared and sent formal invitations

14. Summit Goals: Verify improvements since 2000 summits Use ideas to extend existing Strategic and Business Plans Use ideas to allocate 2003-2004 Road Map Funding

15. Summit Process: Organized around three LIBQUAL+ areas: Information control, affect of service, Library as Place Had two tables of 10 participants per topic At half way point had participants change tables. Table leaders where library staff who also recorded ideas. Each table was asked to come up with 9 ideas plus one “off the wall” suggestion.

16. 200120022003Change Print and/or electronic journals -1.74-0.74-0.83-0.09 Printed materials I need-1.46-0.65-0.71-0.06 Electronic resources accessible 0.15 0.02-0.22-0.24 Employees who are caring 1.17 0.99 1.19 0.20 Employees who are courteous 1.25 0.83 1.14 0.31 Employees who instill confidence 1.12 1.08 1.03-0.05 Adequacy Gap Faculty

17. 200120022003Change Electronic resources accessible-0.17 -0.08 -0.14 -0.06 Print and/or electronic journals -1.18-1.18-0.13 1.05 Printed materials I need-0.91-0.54 0 0.54 Employees who are caring 0.58 0.91 1.30 0.39 Giving users individual attention 0.45 0.91 1.26 0.35 Employees who are courteous 0.34 1.13 1.12 -0.01 Convenient Service Hours-0.38 0.52 1.08 0.56 Adequacy Gap Grad Students

18. 200120022003Change A quiet place for ind. activities 0.51 0.50 1.06 0.56 Convenient Service Hours -0.02 0.61 1.05 0.44 A comfortable and inviting… 0.64 0.62 1.04 0.42 Electronic resources accessible…-0.15 0.58 0.29 -0.29 Willingness to help users 0.48 1.12 0.96 -0.16 Print and/or electronic journals-0.03 1.02 0.88 -0.14 Adequacy Gap Undergrad Students

19. What Happened: Providing “negative” information from LIBQUAL+ results was very positive. University supports and rewards honest examination of opportunities to improve. A real “assessment culture” at Clemson which looks to “close the loop.”

20. What Happened: Seeing “problem patron become actively interested in helping to solve problems rather than complaining. While there were several expensive suggestions, many of the ideas were very feasible to accomplish with available funds.

22. Library Town Meetings: Critical to success of Summit Had 3 Town Meeting with Library Staff Staff added ideas and enhanced many of those suggested at the Summit.

23. What we learned: Have less library staff, more users Shorten second session somewhat Provide more training to table leaders Schedule so President and Provost can participate.