1. Is There Life After LibQUAL+ TM ? Bradford W Dennis, Education Librarian, Assistant Professor Western Michigan University ACRL April 8, 2005, Minneapolis, MN

2. Informal Poll How many of you have administered LibQUAL+ at least once? How many of you have attended LibQUAL+ orientation? How many of you are unfamiliar with LibQUAL+?

3. Brief Summary of Western Michigan University Located in Kalamazoo Michigan Carnegie I research intensive institution Serves population of 29,000 students, 900 faculty WMU Libraries – main and 4 branches 4 million volumes University Libraries Marketing Committee 2003 Administered LibQUAL+ in Spring 2004

4. Preparation of Data for Analysis

5. Essential Marketing Questions Who are our customers? What do our customers want and need? What do our customers like and dislike about their library?

6. Who are our customers?

7. Undergraduate Frequency of Use

8. Graduate Frequency of Use

9. Faculty Frequency of Use

10. Customized Discipline and User Data Cross-tabulation

11. Use of Library Resources on Premises by Group and Discipline

12. Use of Library Resources Through Web Page by Group and Discipline

13. What do our customers want and need?

14. Survey Results

15. Summary of Responses

16. Undergraduate Responses

17. Graduate Responses

18. Faculty Responses

19. Library as Place Questions by Group

20. Library as Place Questions by Discipline

21. Library as Place Questions by Discipline and Frequent Use

22. Library as Place Questions by Branch

23. Library as Place Questions by Branch and by Group

24. What do our customers like and dislike about their library?

30. Negative Comments About Employees 21Lack of knowledge/ uninformed 17Lack of motivation/ reluctant to help 12Poor attitude/ unfriendly 9Rude 8Disrespectful/ inconsiderate 6Condescending/ dismissive 6Unhelpful 5Poor English skills 4Poor communication/ interpersonal skills 3Poor service 2Unapproachable

31. Positive Comments About Employees 52Helpful 15Friendly / personable 12Courteous / courtesy 11Knowledgeable / knowledge 11Professional / capable 8Willing / eager / available 8Nice 7Efficient 5Caring / supportive 4Good listener 2Respectful 19Great 16Good 10Excellent 7Satisfied 6Wonderful 5Terrific 3Remarkable

32. Great Quotes