Monmouth UniversityMonmouth University

LibQUAL Survey Results LibQUAL Survey Results Lead to Improvements in Lead to Improvements in Library ServicesLibrary ServicesOctober 31, 2007October 31, 2007

Eleonora DubickiEleonora Dubickiedubicki@monmouth.eduedubicki@monmouth.edu

Why did Monmouth Why did Monmouth participate?participate? Help understand user perceptions Help understand user perceptions

of library service qualityof library service quality Incorporate results into Mid-States Incorporate results into Mid-States

report and new Strategic Planreport and new Strategic Plan High value – low costHigh value – low cost Identification of best practices Identification of best practices Timing with library renovationsTiming with library renovations

Key FindingsKey Findings Patrons had high minimum standardsPatrons had high minimum standards Met majority of the needs of Met majority of the needs of

undergraduates and staffundergraduates and staff Graduate students and faculty were Graduate students and faculty were

more criticalmore critical Scored highest in Affect of Service, Scored highest in Affect of Service,

Lowest in Library as PlaceLowest in Library as Place Comments led to specific Comments led to specific

improvementsimprovements

Areas Where We Meet Expectations

Key Areas for Improvement

Employees are courteous, caring Instill confidence in usersGive users individual attentionReadiness to respond to questionsProvide necessary information skillsImprove research skills

Parking Library space that inspires study & learningComfortable and inviting locationCommunity space for group learningPrint & electronic collectionsInformation easily accessible for independent useRemote accessModern equipment

Key FindingsKey Findings

Action PlanAction Plan Initiated LibQUAL Action teamInitiated LibQUAL Action team

– Prioritize needsPrioritize needs Initial focus on areas with high Initial focus on areas with high

needs/lower scoresneeds/lower scores High impact, but require minimal fundingHigh impact, but require minimal funding

– Create solutions for problem areasCreate solutions for problem areas Created 4-member Marketing teamCreated 4-member Marketing team

– Improve awareness of library servicesImprove awareness of library services

Adjusted library hoursAdjusted library hours Improved library signageImproved library signage Created entrance displays in libraryCreated entrance displays in library Snacks during finals for studentsSnacks during finals for students Café openedCafé opened Hosted traveling exhibit & receptionHosted traveling exhibit & reception Study rooms and classroomStudy rooms and classroom Hanging exhibits in reference areaHanging exhibits in reference area Additional parking for commutersAdditional parking for commuters

Library as Place - Library as Place - ImprovementsImprovements

Affect of Service - Affect of Service - ImprovementsImprovements Participation in student & faculty Participation in student & faculty

orientations orientations Liaisons participate in academic Liaisons participate in academic

department meetingsdepartment meetings Promote Information Literacy instructionPromote Information Literacy instruction Introduce active learning into instructionIntroduce active learning into instruction Expanded library newsletterExpanded library newsletter Additional reference desk coverageAdditional reference desk coverage Library research awardLibrary research award Marketing and promotional materialsMarketing and promotional materials

Information Control - Information Control - ImprovementsImprovements

EZ-Proxy interface for remote usersEZ-Proxy interface for remote users Opened library instructional lab Opened library instructional lab Upgraded computers Upgraded computers Added electronic resourcesAdded electronic resources Website improvementsWebsite improvements No cost for microfilm printingNo cost for microfilm printing New media collectionNew media collection Revised collection management Revised collection management Developing tutorialsDeveloping tutorials

University President, Provost and University President, Provost and faculty talking about the libraryfaculty talking about the library

Changes in renovation plansChanges in renovation plans Host faculty forums and exhibitsHost faculty forums and exhibits Reference, database usage, and Reference, database usage, and

patron statistics show strong growthpatron statistics show strong growth

SuccessSuccess

Next StepsNext Steps Address other needsAddress other needs Solicit student & faculty feedbackSolicit student & faculty feedback Identify best practices in libraries & Identify best practices in libraries &

bookstoresbookstores Repeat LibQUAL surveyRepeat LibQUAL survey