1. Monmouth University LibQUAL Survey Results Lead to Improvements in Library Services October 31, 2007 Eleonora Dubicki edubicki@monmouth.edu

2. Why did Monmouth participate? Help understand user perceptions of library service quality Help understand user perceptions of library service quality Incorporate results into Mid-States report and new Strategic Plan Incorporate results into Mid-States report and new Strategic Plan High value – low cost High value – low cost Identification of best practices Identification of best practices Timing with library renovations Timing with library renovations

3. Key Findings Patrons had high minimum standards Patrons had high minimum standards Met majority of the needs of undergraduates and staff Met majority of the needs of undergraduates and staff Graduate students and faculty were more critical Graduate students and faculty were more critical Scored highest in Affect of Service, Lowest in Library as Place Scored highest in Affect of Service, Lowest in Library as Place Comments led to specific improvements Comments led to specific improvements

4. Areas Where We Meet Expectations Key Areas for Improvement  Employees are courteous, caring  Instill confidence in users  Give users individual attention  Readiness to respond to questions  Provide necessary information skills  Improve research skills  Parking  Library space that inspires study & learning  Comfortable and inviting location  Community space for group learning  Print & electronic collections  Information easily accessible for independent use  Remote access  Modern equipment Key Findings

5. Action Plan Initiated LibQUAL Action team Initiated LibQUAL Action team –Prioritize needs Initial focus on areas with high needs/lower scores Initial focus on areas with high needs/lower scores High impact, but require minimal funding High impact, but require minimal funding –Create solutions for problem areas Created 4-member Marketing team Created 4-member Marketing team –Improve awareness of library services

6. Adjusted library hours Adjusted library hours Improved library signage Improved library signage Created entrance displays in library Created entrance displays in library Snacks during finals for students Snacks during finals for students Café opened Café opened Hosted traveling exhibit & reception Hosted traveling exhibit & reception Study rooms and classroom Study rooms and classroom Hanging exhibits in reference area Hanging exhibits in reference area Additional parking for commuters Additional parking for commuters Library as Place - Improvements

7. Affect of Service - Improvements Participation in student & faculty orientations Participation in student & faculty orientations Liaisons participate in academic department meetings Liaisons participate in academic department meetings Promote Information Literacy instruction Promote Information Literacy instruction Introduce active learning into instruction Introduce active learning into instruction Expanded library newsletter Expanded library newsletter Additional reference desk coverage Additional reference desk coverage Library research award Library research award Marketing and promotional materials Marketing and promotional materials

8. Information Control - Improvements EZ-Proxy interface for remote users EZ-Proxy interface for remote users Opened library instructional lab Opened library instructional lab Upgraded computers Upgraded computers Added electronic resources Added electronic resources Website improvements Website improvements No cost for microfilm printing No cost for microfilm printing New media collection New media collection Revised collection management Revised collection management Developing tutorials Developing tutorials

9. University President, Provost and faculty talking about the library University President, Provost and faculty talking about the library Changes in renovation plans Changes in renovation plans Host faculty forums and exhibits Host faculty forums and exhibits Reference, database usage, and patron statistics show strong growth Reference, database usage, and patron statistics show strong growth Success

10. Next Steps Address other needs Address other needs Solicit student & faculty feedback Solicit student & faculty feedback Identify best practices in libraries & bookstores Identify best practices in libraries & bookstores Repeat LibQUAL survey Repeat LibQUAL survey