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Contribution to Book
LibQUAL+ and the Information Commons Initiative at Buffalo State College: 2003 to 2009.
Proceedings of the Library Assessment Conference: building effective, sustainable, practical assessment: October 24-27, 2010, Baltimore, Maryland (2011)
  • Eugene J. Harvey, State University of New York College at Buffalo - Buffalo State College
  • Maureen Lindstrom, State University of New York College at Buffalo - Buffalo State College
Abstract

In 2003, the E. H. Butler Library at Buffalo State College (SUNY) prepared to engage in its first LibQUAL+® assessment initiative. After receiving its first dataset and analyzing results as compared against the instrument’s national norms, Butler Library discovered that levels of user satisfaction fell short in all 3 service areas (i.e., Affect of Service, Information Control, and Library as Place) by up to 10 percentile points. Using these results as a guiding framework for service restructuring and departmental reorganization, Butler Library implemented a long-term plan to develop the Information Commons in an attempt to improve patrons’ perceptions of library service.

After development of the Information Commons, post-test results (2006 and 2009) showed a significant increase in overall perceptions of library service quality and in all three LibQUAL+® dimensions. Results of these analyses are discussed along with results related to differences in the impact of the Information Commons model of service delivery on undergraduate and graduate students’ perceptions of library satisfaction.

Keywords
  • Information Commons,
  • LibQUAL+,
  • Assessment,
  • Patron Satisfaction,
  • Academic Libraries
Publication Date
2011
Editor
S. Hiller, K. Justh, M. Kyrillidou, & J. Self (Eds.)
Publisher
Association of Research Libraries
ISBN
9781594078651
Publisher Statement
This compilation is copyrighted by the Association of Research Libraries. ARL grants blanket permission to reproduce and distribute copies of this work for nonprofit, educational, or library purposes, provided that copies are distributed at or below cost and that ARL, the source, and copyright notice are included on each copy. This permission is in addition to rights of reproduction granted under Sections 107, 108, and other provisions of the US Copyright Act.
Citation Information
Harvey, E. J., & Lindstrom, M. (2011). LibQUAL+ and the Information Commons Initiative at Buffalo State College: 2003 to 2009. In S. Hiller, K. Justh, M. Kyrillidou, & J. Self (Eds.), Proceedings of the Library Assessment Conference: building effective, sustainable, practical assessment: October 24-27, 2010, Baltimore, Maryland (pp. 73-87). Washington, D.C.: Association of Research Libraries.