University Libraries Score Well in Survey

This posting was prepared by Kathy Crowe, Associate Dean for Public Services.

The University Libraries conducted the LibQual+™ survey in fall 2012 to determine student, faculty and staff perceptions about the UNCG Libraries (Jackson and the Harold Schiffman Music Library).  LibQual+ is a standardized measure develop by the Association of Research Libraries (ARL) in 2000.  It measures what service is desired by clients and the service they perceive they are receiving.  LibQual+ ™ also asks what is the minimum level of service with which they would be satisfied. 

The survey includes core questions on three dimensions:

·         Affect of Service (services)
·         Information Control (collections and resources)
·         Library as Place (library buildings)

Additional questions ask about general satisfaction with the Libraries and how often they use it, both in-person and virtually.  There is also space for narrative comments.

The Libraries last administered LibQual+™ in 2008 so we are able to compare progress.  And, because LibQual+™ is administered by libraries nationwide we are able to benchmark results with our peers. 

912 students, faculty and staff completed the survey. The highest number of respondents were from the Social Sciences and  Education (35%) and undergraduates were the highest user group (35%)

We gained much useful information from the survey and results were generally quite positive.  On a nine-point scale the overall satisfaction score was 7.94 (7.47 in 2008). 

The overall satisfaction scores improved from 2008:

UNCG compared very favorably nationally and with peer institutions:

 

The specific questions that received the highest ratings were “Employees who are consistently courteous” (8.18), “Employees who have the knowledge to answer user question” (8.09) and Employees who deal with users in a caring fashion”  (8.05).  

LibQual+™ also provides feedback on what is most important (desired) to our users.  All groups rated information control as most desired with specific needs centered around easily accessible electronic information and journal collections.  

The survey also provides the Libraries with the opportunity to address services that need improvement.  The area that received lower scores was primarily related to the Jackson Library building and, in particular, the need for quiet study space.  Specific plans to address areas targeted for improvement are now being developed.

The narrative comments also provide a rich source of information.  Some examples include:

•      I was very anxious about my ability to use a university library system after only using a community college system.  The information sessions that were offered and that I attended were wonderful. I was even able to do this from home on my own!  That's how good the sessions were. (undergraduate)

•      The library is a very warm, inviting, and useful place to obtain the required information I need for my work. It is also an excellent site for group work, discussions, and project completion.  (graduate student)

he Libraries continue to follow up on the data gathered from LibQual+.  For example, one issue identified was the need for an improved web site which will be addressed in the coming year.  We will also improve signage in the quiet areas. 

Check here for additional results from LibQual+.