1. TEXAS A&M UNIVERSITY LibQUAL+ ® Training Practical Lessons Drawn From Ten Years of Library Service Quality in a Research Library ALA Denver Midwinter 2009 Conference Colleen Cook Texas A&M University

2. ARL introduces New Measures Initiative TAMU begins SERVQUAL study TAMU begins 3 year LibQUAL+® Pilot Program 1999 2000 2007 2006 2004 2005 2003 2002 2001 13 institutions participate in survey 160 institutions participate 78,000 responses 1 st annual ALA LibQUAL+® Fair Share 1 st International Workshop 300 Institutions 125,000 responses Survey offered in French Survey standardized: 22 questions & a box Survey languages now include European French, Dutch & Swedish In-Kind Grant Program begins LibQUAL+® Analytics 1,000 Institutions Now available in Chinese (Traditional)

4. TEXAS A&M UNIVERSITY Land, Sea and Space Grant University 48,000 Students, Fall 2008 2,600 Instructional Faculty One of the two major, public flagship universities in Texas, USA Historical strengths in Engineering, Science & Health

5. TEXAS A&M UNIVERSITY LIBRARIES ARL Member, ranked 26 th overall, 2 nd in electronic serial Annual budget of $34 Million 4 million volumes

6. TEXAS A&M UNIVERSITY LIBRARIES GRADUATE AFFECT OF SERVICE

7. TEXAS A&M UNIVERSITY LIBRARIES UNDERGRADUATE AFFECT OF SERVICE

8. TEXAS A&M UNIVERSITY LIBRARIES GRADUATE AFFECT OF SERVICE

9. TEXAS A&M UNIVERSITY LIBRARIES UNDERGRADUATE AFFECT OF SERVICE

10. TEXAS A&M UNIVERSITY LIBRARIES UNDERGRADUATE AFFECT OF SERVICE

11. TEXAS A&M UNIVERSITY LIBRARIES Hours of Operation Comparison of Texas A&M Peer Institutions (Hours open during a week) Rank 1.Open 24/7 (168) Ohio State Penn State UC San Diego 2. Wisconsin (148) 3.Texas A&M (145) North Carolina (145) 4.Georgia Tech (135) 5.Purdue (119) Illinois (119) 6.Texas (107) 7.Florida (104) 8.Minnesota (100) 9.UCLA (97)

12. TEXAS A&M UNIVERSITY LIBRARIES FACULTY INFORMATION CONTROL Liberal Arts Faculty Liberal Arts Faculty Science & Engineering Faculty Science & Engineering Faculty

13. TEXAS A&M UNIVERSITY LIBRARIES FACULTY Liberal Arts Faculty Liberal Arts Faculty Science & Engineering Faculty Science & Engineering Faculty INFORMATION CONTROL

14. TEXAS A&M UNIVERSITY LIBRARIES FACULTY Liberal Arts Faculty Liberal Arts Faculty Science & Engineering Faculty Science & Engineering Faculty INFORMATION CONTROL

15. TEXAS A&M UNIVERSITY LIBRARIES FACULTY Liberal Arts Faculty Liberal Arts Faculty Science & Engineering Faculty Science & Engineering Faculty INFORMATION CONTROL

16. 1976: One Millionth Volume 1992: Two Millionth Volume 2004: Three Millionth Volume 2009: Four Millionth Volume 5 YRS 12 YRS 16 YRS 100 YRS TEXAS A&M UNIVERSITY LIBRARIES Collections of Distinction Veterinary Parasitology Entomology Colonial Mexico Revolutionary Mexico African American Experience in Texas Science Fiction Research Collection Cervantes John Donne Walt Whitman French History & Literature Printing Arts Selected modern political papers including Senator Phil Gramm Papers

17. TEXAS A&M UNIVERSITY LIBRARIES

18. FACULTY Liberal Arts Faculty Liberal Arts Faculty Science & Engineering Faculty Science & Engineering Faculty LIBRARY AS PLACE

19. TEXAS A&M UNIVERSITY LIBRARIES GRADUATE LIBRARY AS PLACE

20. TEXAS A&M UNIVERSITY LIBRARIES GRADUATE LIBRARY AS PLACE

21. TEXAS A&M UNIVERSITY LIBRARIES Medical Sciences Library Stacks: Less than 1 year growth West Campus Library Stacks: At capacity Sterling C. Evans Library Stacks: At capacity Cushing Stacks: 3 years growth Policy Sciences & Economics Library: At capacity, returning materials to Evans Library Library Space: Competing Needs

22. TEXAS A&M UNIVERSITY LIBRARIES

25. UNDERGRADUATE AFFECT OF SERVICE Negative Trends Desired, Perceived and Minimum scores declining

26. TEXAS A&M UNIVERSITY LIBRARIES UNDERGRADUATE INFORMATION CONTROL Negative Trends Desired, Perceived and Minimum scores declining

27. TEXAS A&M UNIVERSITY LIBRARIES GRADUATE LIBRARY AS PLACE Negative Trends Perceived scores declining

28. TEXAS A&M UNIVERSITY LIBRARIES Thank you ! Contact Information: Colleen Cook Dean Texas A&M University Libraries 5000 TAMU College Station, TX 77843-5000 Telephone: 979-845-8111 Fax: 979-845-6238 eMail: ccook@tamu.edu WOOF ! ! !