What do they want now? Qualitative regrounding of the LibQUAL+ survey.
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Transcript of What do they want now? Qualitative regrounding of the LibQUAL+ survey.
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What do they want now? Qualitative regrounding of the LibQUAL+® survey.Selena KillickLibrary Quality OfficerCranfield University
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“only customers judge quality; all other judgements are essentially irrelevant”
Zeithaml, V.A., Parasuraman, A. & Berry, L.L., 1990. Delivering Quality Service, The Free Press, New York.
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Shavar Ross, Someone Else, August 5, 2005 via Flickr, Creative Commons Attribution
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Needham, A. 2007. The Spice Girls just wannabe back [Photograph]. [Online]. Available at: http://www.guardian.co.uk/music/musicblog/2007/jun/28/thespicegirlsjustwannabeb [Accessed 8 August 2011].
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Kelly Gifford, Stack of Books, February 10, 2007 via Flickr, Creative Commons Attribute.
Stack of Books
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Brian Wilkins, iPhone 4, June 25, 2010 via Flickr, Creative Commons Attribute.Spencer E Holtaway, Twitter website screenshot, March 23, 2009 via Flickr, Creative Commons Attribute.Spencer E Holtaway, facebook website screenshot, March 23, 2009 via Flickr, Creative Commons Attribute.
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Could you scan and email me the print
journal articles I need to save me from
having to come to the library?
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h2g2. 2007. Is The Quality Of Things Getting Worse? [Photograph]. [Online]. Available at: http://www.bbc.co.uk/dna/h2g2/A19156133 [Accessed 8 August 2011].
I think different forms of electronic delivery are froth that
takes the library’s resources away from the important things,
such as having a proper collection of books.
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Jordi Casañas, n.d., Jaume Fuster Library [Photograph]. In: Monsen, I. (ed). IFLA Section on Library Buildings and Equipment, Newsletter 2011 No 1. Available at: http://www.ifla.org/files/library-buildings-and-equipment/newsletters/2011-1-en.pdf
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ex.libris, Studying, January 15, 2008 via Flickr, Creative Commons Attribute.Kennedy Library, Collaboration Rooms, June 12, 2009 via Flickr, Creative Commons Attribute.christopher Porter, Students Studying, January 12, 2006 via Flickr, Creative Commons Attribute.
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h2g2. 2007. Is The Quality Of Things Getting Worse? [Photograph]. [Online]. Available at: http://www.bbc.co.uk/dna/h2g2/A19156133 [Accessed 8 August 2011].
I think of a proper library as being somewhere not far off death in
atmosphere, in that it’s quiet and people don’t talk much, because
that’s what you want as a working environment.
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Svein Halvor Halvorsen, Cram time (winter+spring), May 12, 2008 via Flickr, Creative Commons Attribute.
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Clemsonunivlibrary, Man, those beanbags sure are comfortable! August 1, 2011 Via Flickr, Creative Commons Attribute
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Michael Sauers, Questions Answered, August 24, 2006 via Flickr, Creative Commons Attribute.
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Chris Martin, sleeping kid in NSC, December 4, 2007 Via Flickr, Creative Commons Attribute
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Print & eJournals
Easy Access
Access Tools
Modern Equipmen
t
Electronic
Information
Print Materials
Library Website
Remote Access
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A library Web site enabling me to locate information on my own
Easy-to-use access tools that allow me to find things on my
own
Making information easily accessible for independent use
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Print and/or electronic journal collections I require
for my work
The electronic information resources I need
The printed library materials I need for my
work
Hobvias Sudoneighm, Workstation, September 12, 2006 via Flickr, Creative Commons Attribute.
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Making electronic resources accessible from my home or
office
Modern equipment that lets me easily access needed
information
Ed Yourdon, Bryant Park, late Apr 2009 - 23, April 25, 2009 Via Flickr, Creative Commons Attribute
Making electronic resources accessible from anywhere
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Print & eJournals
Easy Access
Access Tools
Modern Equipmen
t
Electronic
Information
Print Materials
Library Website
Remote Access
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Joanna Orpia, sorry we’re closed, January 1, 1980 Via Flickr, Creative Commons AttributeUBC Library, Library Training 5, October 1, 2009 Via Flickr, Creative Commons Attribute
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Thank You!Selena [email protected]: +44(0)1793 785561