1. old.libqual.org LibQUAL+ TM : A Total Market Survey Duane Webster ARL Executive Director 11-12 January 2004 San Diego, CA

2. The Association of Research Libraries www.arl.org A SSOCIATION OF R ESEARCH L IBRARIES Mission:Shaping and influencing forces affecting the future of research libraries in the process of scholarly communication. Members:123 major research libraries in North America. Ratios:4% of the higher education institutions providing 40% of the information resources. Users:3 million students and faculty served. Expenditures:$2.48 billion annually, $954 million for acquisitions of which 20% is invested in access to electronic resources.

3. The Problem of Assessment in Academic Libraries Traditional statistics emphasize inputs, expenditures, acquisitions, holdings, etc. National Rankings are often misleading No demonstrable relationship between expenditures and service quality The lack of metrics describing outcomes: success from the user’s point of view

4. ARL New Measures Initiative uCollaboration among member leaders with strong interest in this area uSpecific projects developed with different models for exploration uIntent to make resulting tools and methodologies available to full membership and wider community

5. ARL New Measures Projects Demonstration project for service effectiveness measures (LibQUAL+  ) Project to define usage measures for electronic information resources (E-Metrics Project) Standardized Assessment of Information Literacy Skills (SAILS): a joint development effort led by Kent State with IMLS funding Investigation of role libraries play in support of the research process Investigation of role libraries can play in campus learning outcomes activities Identification of cost-drivers and development of cost-benefit studies

6. LibQUAL+™ Project Goals uImprovement of mechanisms and protocols for evaluating libraries uDevelopment of web-based tools for assessing library service quality uIdentification of best practices in providing library service uEstablishment of a Service Assessment Capability at ARL

7. LibQUAL+ Outcomes uSecuring information that contributes meaningfully to planning and improvement efforts at a local level uProviding analytical frameworks that institutional staff can apply without extensive training or assistance uHelping decision-makers understand success of investments uFinding useful inter-institutional comparisons

8. LibQUAL+™ Resources An ARL/Texas A&M University joint developmental effort based on SERVQUAL. LibQUAL+ ™ initially supported by a 3-year grant from the U.S. Department of Education’s Fund for the Improvement of Post- Secondary Education (FIPSE) Initial project established a expert team, re-grounded SERVQUAL concepts, and designed survey methodology Survey conducted at over 400 libraries resulting in a data base of over half a million user responses NSF funded project to refocus LibQUAL+™ on the National Science Digital Library (NSDL)

9. LibQUAL+ TM Participants Spring 2000 Year 0 13 For More Information about Participants: Visit old.libqual.org Year 1 42 Year 2 164308 Year 3 Spring 2001 Spring 2002 Spring 2003 204 Year 4 Spring 2004

10. Closure uLibQUAL+ methodology focuses on success from the users point of view (outcomes) u LibQUAL+ demonstrates web based survey can handle large numbers; users are willing to fill it out; and survey can be executed quickly with minimal expense uLibQUAL+ requires limited local survey expertise and resources uAnalysis available at local and inter-institutional levels uLots of opportunities for using demographics to discern user behaviors

11. LibQUAL+ TM Team ARL –Duane Webster –Martha Kyrillidou –Amy Hoseth –Jonathan Sousa –Consuella Askew –Julia Blixrud TAMU –Colleen Cook –Bruce Thompson –Yvonna Lincoln –Bill Chollett UT-Austin –Fred Heath

12. Relationships: perceptions, service quality and satisfaction ….only customers judge quality; all other judgments are essentially irrelevant” Zeithaml, Parasuraman, Berry. (1999). Delivering quality service. NY: The Free Press.