1. Four Years of LibQUAL Deborah Poole Monroe Library Public Services Coordinator

2. A story of

3. Commitment

4. Honesty

5. and

6. LOVE

7. LOVE?

8. Yes

9. AND SOME CONFUSION

10. My City My University My Library Me

11. My City Welcome!

12. My University Loyola University New Orleans

13. J. Edgar & Louise S. Monroe Library My Library

14. Me In search of a theme for this presentation…..

15. Time is on Our Side A Long Day’s Journey into Green 100 Years of Radar Charts It’s Not Easy Being Green

16. Commitment Honesty Love

17. Commitment To our users To our vision statements & strategic plans To our administrations

18. Honesty We need to hear what our users are saying and look carefully at the rich and sometimes confusing data. We cannot be afraid of feedback.

19. And love

20. “…there is another kind of seeing that involves a letting go.” Annie Dillard Pilgrim at Tinker Creek

21. Beginnings When & Why?

22. 2003

23. UNDERSTAND OUR USERS IMPROVE WHAT WE DO TO HELP THEM BE RELEVANT

24. Who do we survey?

25. Who looks at this stuff Steering Group Teams All Library Meetings Student library Advisory Group University Library Committee The World

26. What does LibQUAL tell us?

27. Your third year… The power of LibQUAL kicks in.

28. COMPARISONS ARE POWERFUL And four years of data rock!

31. The DIMENSIONS tell a STORY

32. Comments tell a story… Number: 28Date: 5:49 PM 4/10/2006 User Group: Faculty Discipline: Social Sciences / Psychology Age: 31 – 45 Sex: Male Comment: I love my library!

33. Faculty Satisfaction

34. "Thanks for asking these questions. It’s important to ask all three questions (our minimum, what we want, and where we feel we are now)….

35. …Today, it is absolutely imperative that our library have the most electronic subscriptions, databases, and other tools possible…

36. …Finally, there were no questions about ILL. Our ILL service is extraordinarily good…The recent integration of ILLIAD with several databases is a great help…. …I'd say we need to double the library's current operating budget concerning resources (and probably staff, as well)." --Science/Math Faculty

37. IC-8 Print and/or electronic journal collections I require for my work.

38. Number: 1 Date: 3:35 PM 4/6/2006 Central Standard Time (CST) User Group: Faculty Discipline: Science / Math Age: 46 - 65 Sex: Male Comment: It is a terribly difficult challenge for libraries to stay current in traditional (books, periodicals) and new (electronic subscriptions, databases, computers, ) library resources. We have "respectable" (but not good) journal and electronic database resources, but these are increasingly critical. If we do not continue to grow our support we will not be adequate. We need to GROW the resources (funds) for print and electronic access to journals by at least 30% immediately and then by 10% annually thereafter.

39. Focused discussions departments, ULC, individuals Build strong outreach & liaison programs Enhance the availability of online resources, consortia, and enhanced products such as SFX, Metalib, ILLiad, etc.

40. Date: 5:10 PM 4/6/2006 Central Standard Time (CST) User Group: Faculty Discipline: Business Age: 31 - 45 Sex: Female Comment: I love our library. Ya'll are awesome. I rated you lower on resources for academic research because I need access to journals that we don't have. However, I was told recently that all I have to do is ask! Ya'll are great!

41. Date: 2:53 PM 4/8/2006 Central Standard Time (CST) User Group: Undergraduate Discipline: Communications / Journalism Age: 18 - 22 Sex: Female Comment: The library is my favorite building on campus. It is clean, pretty, and the computers are fast. To me, staying in and being at the library and studying with friends is kind of fun. Sometimes…conflicting points of view?

42. Discipline: Education User Group: Faculty Age: 46 - 65 Sex: Male Comment: I strongly feel that there is no discipline among the students; people eat and drink in the library there is sometimes no difference between the library and Dana Center in terms of noise. Students answer calls when they want they talk when they want. May be something could be done to reduce the noise.

43. In our third year… Issues of Customer Service “…could be more friendly and receptive to people’s needs.” “disconnected” “rarely helpful or even cordial” “…treat students in a condescending and disrespectful way.”

44. Your peeps! Strong Student Library Advisory Group

45. Staff Development Development of Customer Services Philosophy Broader look at service models and how we organize ourselves to help our users – both in person and online. Honest discussions

46. Make it a priority Action: Identify and implement the most appropriate public service model. Measurable outcome: The library will receive improved LibQUAL scores on questions that identify user needs

47. Because it’s important Action: Implement an initiative to improve customer service. Begin by identifying core competencies needed by student workers and develop a training program to ensure that students have these competencies. Measurable outcome: The library will receive improved LibQUAL scores on customer service questions.

48. Joy! Number: 33Date: 9:33 PM 4/16/2006 Central Standard Time (CST)User Group: Graduate Discipline: Nursing Age: 46 - 65Sex: Female Comment: The library staff have been very helpful and courteous…

49. Share the good stuff! “I find the Interlibrary Loan service and its employees extremely helpful and efficient. I rely on ILL heavily for my work and believe it to be one of the Library's greatest assets…” “The library helps me most with service: Illiad, media keys, class instruction, multimedia room for guest speakers, assistance to my students, etc. I do not expect Loyola to subscribe to all the journals I need for my research, because they do not always relate to what the students learn in my classes, but I know the Library faculty will help me to locate anything I need and cannot find on my own. Thanks!”

50. More strategic initiatives… Action: Make the library building easier to use through banners that identify subject areas and improved directional signage in the stacks. Shift books at the back of the second floor to consolidate E class and make books easier to find. Measurable outcome: LibQUAL respondents will comment that these changes have enhanced their ability to find materials and services in the library.

51. IC-2 Action: Enhance the library web site by (1) developing and organizing subject-based content, (2) making available User Education handouts, and (3) developing a link that brings together information about services to faculty. Measurable outcome: Users will have one place to go on the library web site for information resources in their subject area. A link for faculty services will be available.

52. Where do we go from here? Investigate peer institutions Share best practices

53. AJCU Questions 1. The library staff reflects and promotes the Jesuit ideals of social justice and respect for all persons. 0.27 2. The library collection provides information resources reflecting diverse points of view. –0.22 3. The library program teaches me how to access, evaluate, and use information, and promotes critical thinking. –0.23 4. The AJCU Virtual Reference service provides information assistance when and where I need it. 0.43 5. The library provides access to archival materials (documents, manuscripts and photographs).-0.36

54. Identify those libraries who have cracked the code of IC-8 Promote, promote, promote

55. LIBQUAL HAS GIVEN US Consistency Context Better understanding of our users

56. Honor your community Include users Build new success stories Celebrate

57. And imagine….