Charting Library Charting Library Service QualityService Quality

Sheri Downer

Auburn University Libraries

Background of Need for Background of Need for LibQUAL+LibQUAL+

Library had undergone extensive changes in services

Librarian and Staff responsibilities had changed

Utilization of physical spaces had changed

Major Changes Affecting Major Changes Affecting Public ServicesPublic Services

Four reference desks on different floors were incorporated into one central information commons

Reference desk

35 public access computers

2 consultation workstations

Reference collection

Major Changes Affecting Major Changes Affecting Public ServicesPublic Services

Service desks were added on first and second floorsScience and technology journals were placed on fourth floor

Nearer to related subject areas

Other journals housed on second floor near reference desk Overdue fines were eliminated

Questions We Were Questions We Were Concerned AboutConcerned About

Did we need to add service desks on third and fourth floors?

Some faculty felt these changes diminished our ability to serve them well

What other services needed improving?

Were the library hours reflective of the times the library needed to be open?

Questions We Were Questions We Were Concerned AboutConcerned About

Where did we need to focus our expenditures?

Journal backfiles

Digital projects

Training

Library hours

Public services staffing

Assessment Became a Assessment Became a RealityReality

In April, 2003, SACS was scheduled to visit Auburn University

Under new SACS guidelines assessment is a priority

Each campus unit required to develop assessment plans

LibQUAL+ was perfect assessment tool

Visit date changed to October, 2003

Assessment Became a RealityAssessment Became a Reality

April 8, 2002, sample population invited to take part in LibQUAL+ project

800 faculty members

1,200 undergraduates

800 graduate students

Had a return rate of nearly 60%

Results of DataResults of Data

Data indicated that many faculty and students perceive strength in the Library’s physical facility and environment.

Results of DataResults of Data

Areas that were rated as exceeding minimum requirements:

1. A contemplative environment

2. A place for reflection and creativity

3. A comfortable and inviting location

4. A haven for quiet and solitude

5. Willingness to help users

Results of DataResults of Data

Areas rated as a level closest to the minimum acceptable level:

1. Complete run of journals2. Convenient business hours3. Employees who have the knowledge to answer user questions4. Easy-to-use access tools that allow me to find things on my own5. Convenient access to library collections

Library Assessment Library Assessment CommitteeCommittee

Library committee assigned to assess and analyze the LibQUAL+ survey resultsIdentify steps to bring library services and programs closer to faculty and student expectationsWill use several different approaches for assessing weaknesses

Assessment ObjectivesAssessment Objectives

Complete runs of journals:Library journal holdings will meet research needs of Auburn faculty

A survey of faculty will be administeredWill identify gaps in journal holdings

Library will design a program to acquire 100% of high priority titles identified

Assessment ObjectivesAssessment Objectives

Library Business Hours:Library business hours will be expanded according to student and faculty needs

A survey of faculty and students will be conducted to identify library hours that best serve user needs

Library hours will be modified to meet identified needs

Assessment ObjectivesAssessment Objectives

Employees who have the knowledge to answer user questions:

Public service desks will be staffed with personnel who have the knowledge to answer user questions

Or staff will refer the questions to appropriate subject specialists

Assessment ObjectivesAssessment Objectives

Employees who have the knowledge to answer user questions:

Focus groups of faculty and students will be conducted

Will identify service points perceived as deficient

A plan to remedy all identified deficiencies will be completed by the end of this review cycle

What Has Been DoneWhat Has Been Done

In spring semester the libraries expanded hours as a pilot project

Need established reason to also extend summer hours

Architecture library now to extend hours during fall semester

The positive response has been tremendous!

What Has Been DoneWhat Has Been Done

Faculty were sent an email requesting response to identify gaps in journal runs

We received good feedback and are now checking requests against actual holdings

Other information added such as requests for new titles

Also wanted online titles added to collections of paper titles

What Has Been DoneWhat Has Been Done

Proposal requested from center for governmental studies to conduct focus meetings

Will study concern that emerged about public service desks and knowledge of people staffing those desksWas concern because we had eliminated multiple reference desks or actual lack of knowledge?Four focus meetings: 2 faculty groups, 1 graduate group, 1 undergraduate group

What Has Been DoneWhat Has Been Done

Librarians and staff are designing roundtable discussions with library users

1. Will be situational discussions of their opinions on specific services

2. Will have personnel available who are experts on the topics being discussed to answer questions