Continuous assessment at Washington State University Libraries: a case study

Abstract

Since 1996, when a first comprehensive use survey was conducted, librarians at the Washington State University (WSU) Libraries have worked to build a culture of continuous assessment. Using information obtained from surveys and other sources, library administrators focus limited resources on priorities identified by users. In 2000, an Assessment Working Group was formed to initiate and coordinate assessment projects throughout the WSU Libraries. The group conducted a local survey of library users to help determine specific areas of strength and weakness in the fall of 2000. In 2001, the libraries participated in the second pilot of LibQUAL+™. This article compares the results of the three surveys, and provides an analysis of how each survey differs in representing user needs and priorities. The rationale for the libraries’ decision to continue participation in LibQUAL+™ is also discussed.

How to get more from your quantitative LibQUAL+TM dataset: making results practical

“…McCord and Nofsinger (2002, p. 72) noted that if you engage in “strategic planning, continuous assessment, and (make) significant changes to library services, it will be critical to have the ability to analyze data on site, and with short lead time”. We found that when our analysis moved beyond that supplied by LibQUAL+™ a modest familiarity with a statistical software package (e.g.…”

“…In the creation of the single score, we were guided by the assertion of Zeithaml et al (1990), p. 19) that “judgments of high and low service quality depend on how customers perceive the actual service performance in the context of what they expected”. In the same vein, McCord and Nofsinger (2002, p. 70) noted that “the LibQUAL+™ protocol … would allow analysis of current user perceptions within a range of minimum and desired expectations to facilitate understanding”. In other words, perceptions of service delivery are given in relation to expectations and these perceptions should be evaluated in the context of the range of given expectations.…”

LibQUAL+TM at Rhodes University Library

“…There are case studies in the literature that highlight the invaluable role that post‐survey focus groups and local surveys can play in amplifying the understanding of the LibQUAL+™ survey results, especially in cases where initial data analysis yields conflicting information (Dole, 2002; McCord and Nofsinger, 2002).…”

Quality Assessment of the Library Services at the AJA University of Medical Sciences Libraries Using LibQUAL Model

“…To improve the services of libraries, it is necessary to measure the level of services provided to those who visit libraries and their minimum and maximum expectations. This helps to not only understand the current situation but also plan for improving services and making required changes based on the realities of the situation (1). Given the advances in technology, regular increase in information, and changes and enhancements in information transfer formats, the expectations of library visitors are constantly changing and usually increasing (2).…”

“…The LibQUAL model used for measuring the quality of library services has been recognized as a standard instrument by many scientific societies and libraries. Moreover, continuous modifications and comprehensiveness make it a very useful way to measure the quality of libraries' services (1).…”