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.
- Information Commons,
- Patron Satisfaction,
- Academic Libraries