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Presentation
Using LibQUAL+® to Inform Strategic Planning
American Libraries Association (2007)
  • Bradford Dennis, Western Michigan University
  • Barbara J Cockrell, Western Michigan University
Abstract
Western Michigan University Libraries used qualitative and quantitative analysis of their 2004 LibQual+ data to identify needed improvements in service, information control and library as place dimensions. The LibQual+ data set was sufficiently large to allow SPSS analysis by user groups and by discipline. Interpretation and comparison of the data were facilitated by converting the desired, minimum and perceived values into a more tractable composite score. User comments, that are part of this survey, were analyzed using ATLAS.ti. Through an ongoing process of examination, refinement and interpretation of the available information, goals were defined, objectives developed and actions were instigated (such as extended borrowing periods and overdue e-mail notifications to address a customer service problem). A measure of the effectiveness of these implemented plans was afforded when the LibQual+ survey was repeated in 2007. Measurable improvements occurred across all three service dimensions (service, information control and library as place) by each of the user groups.
Keywords
  • Library assessment,
  • LibQual+,
  • user satisfaction,
  • survey
Publication Date
March, 2007
Citation Information
Bradford Dennis and Barbara J Cockrell. "Using LibQUAL+® to Inform Strategic Planning" American Libraries Association (2007)
Available at: http://works.bepress.com/barbara_cockrell/4/