LibQUAL Survey at Western Illinois University Libraries

Since we are going to be conducting the LibQUAL survey, I went to a session on it at IACRL. In October 2006, WIU conducted the survey. They wanted to assess user expectations of library services, benchmark results with peer institutions for best practices, integrate best practices into strategic planning, foster a culture of excellence, and enhance analytical skills.

They decided to include the whole institution instead of a percentage of it. In order to get people to participate in the survey, they had prizes consisting of 5 iPod Shuffles, and several gift cards for the bookstore. To publicize the survey, they put it on the webpage, in the newsletter, and had table top signs in the library, lounge, and success center. They sent emails the day before with instructions. They ran the survey for a two week period and sent a reminder email halfway through. Even with all of this, they had less than 10% respond to the survey.

One of the things they liked about the survey is that they could read the responses live. As the surveys were being filled out they could look at the results and see what the users were thinking. They also liked the comment area. They could view comments about staff. Some of the comments they saw indicated that users wanted study space for both groups and individuals and that they wanted a scanner, color printer, and fax service. They were willing to pay for these services. They felt that the users were on target.

Analysis of the survey:
Quality of services was good.
Users wanted expanded service hours and more hours during break.
There was a “disconnect” between choices on the Webpage and those users needed.
There was a need for better instruction in access/use of resources.
There was a need for better directional cues to services.
There was a need for more recent books in the disciplines.
Library needs to market and promote resources and services.

WIU had focus groups before and after the survey. The attendance for the second focus group was poor and they thought this was possibly because they had already started making positive changes.

To wrap up, they gave out the prizes and publicized the list of winners. This is so that people know that they actually did what they said they were going to do and to get participants for the next survey. The next steps for WIU include instituting more changes, allowing time for the changes to influence users’ perceptions, and beginning the next cycle. WIU plans to do another LibQUAL assessment in 2009 to measure possible changes and improvements in service quality.

View LibQUAL results at WIU.