What Is LibQUAL+ ?
 Part of the Library’s ongoing process of
service evaluation and planning.
 Web-based tool for assessing library service
quality & identifying opportunities for
enhancements
 Developed and refined over 7 years,
400,000+ respondents, 500+ institutions
 Based on ServQual. 17 years of research and
application at Texas A&M, etc.
How Does LibQUAL+ Measure Quality?
Rating of services in context
 Based on client perceptions and expectations
 Gap analysis between perceived level of service,
and minimum and desired service level
 Although higher scores are better, they have no
absolute intrinsic meaning on their own.
 Meaningful in comparison with past years, other
libraries & norms developed over the years
Gap Rating System
[Perceived – Minimum = Service Adequacy Gap]
Desired level of service, or
Value
Perceived level of service
Minimum Expected level of
service
LibQUAL+ Survey in Canada
 Queen’s participant in 2007 LibQUAL Canada
Consortium, 54 libraries across Canada:
http://library.queensu.ca/webir/canlibqual/canlibs.htm
 Opportunity to benchmark results with a group of
comparable peer institutions: e.g. research-intensive
institutions across Canada and universities across
Ontario.
LibQUAL+ Winter 2007 Survey

22 service quality survey questions

5 optional “local” questions

Demographic & usage questions

One open comments box
Service Quality “Dimensions”
Library
Service
Quality
Affect of Service
Empathy
Library as Place
Utilitarian Space
Responsiveness
Symbol
Assurance
Refuge
Reliability
Information Control
Scope of
collections
Ease of Navigation
Convenience
Timeliness
Modern Equipment
Survey - Sample Section
When it comes to…
My Minimum
Service Level
Is
My Desired
Service Level
Is
N/A
low …… high
Perceived
Service
Performance
Is
low …… high
low …… high
1
Employees who
instill confidence in
users
1 2 3 4 5 6
7 8 9
1 2 3 4 5 6
7 8 9
1 2 3 4 5 6
7 8 9
N/A
2
Easy-to-use access
tools that allow me to
find things on my
own
1 2 3 4 5 6
7 8 9
1 2 3 4 5 6
7 8 9
1 2 3 4 5 6
7 8 9
N/A
3
Print and/or electronic
journal collections I
require for my work
1 2 3 4 5 6
7 8 9
1 2 3 4 5 6
7 8 9
1 2 3 4 5 6
7 8 9
N/A
LibQUAL results are a measure of
perceived service quality in relation
to user expectations
Detailed Report
 This report compares the Queen’s 2007 results against
those in 2004 & against the 2007 Canadian Consortial
results
 Highlights of report:
 ongoing trends (most & least valued service areas)
 Library performance (strengths & areas for potential
enhancements)
 assess effectiveness of changes to library facilities and
services implemented since 2004.
Issues & Actions Report
This document summarizes
 issues for potential attention arising the from survey
 action plans to enhance these services & facilities
2007 Findings
Actions
Issues & Action plans to enhance services & facilities
Example from Library Web Site: http://library.queensu.ca/webir/libqual2007/issues&actions.html
Higher Scores
Higher expectations
Overall 2007 Performance Ratings
Among the top Canadian Library Participants
Strongest:
 Library as Place
 Affect of Service or client services
Area for improvement:
 Information Control (Collections &
access to information)
Value vs Performance
Information Control
Highest value/lowest rating
or “Gap” score
Affect of Service
Lower value/higher rating
Library as Place
Lowest value/highest rating
Affect of Service
Tends to generate lower value ratings & relatively high performance
ratings compared to other service areas.
Queen’s among highest performance ratings in Canadian Consortium
Giving users individual attention
Employees who instill confidence in users
Employees who deal with users in a caring fashion
Availability of subject specialist assistance
Affect of Service
Challenges to Libraries:
 Promote the value of research &
instructional services to the community
 Reaching out to users who don’t/won’t
come to training sessions or the
reference desk
Information Control
Tends to generate highest value ratings & relatively low performance
ratings compared to other service areas.
Queen’s in top 10 among Canadian Participants in 2007; improved
overall performance since 2004 survey
Making electronic resources accessible from my home or
office
Print and/or electronic journal collections I require for my
work
The electronic information resources I need
A library Web site enabling me to locate information on my
own
Ability to navigate library Web pages easily
Easy-to-use access tools that allow me to find things on my
own
Information Control
Challenges:

More & better discovery resources (e.g. databases)
have raised expectations about timely availability of
full-text resources, incl. ILL/Doc Del

More effective access to library resources & services
from the Library web site; maximize existing resources

Improve electronic & print collections

Continuing need to market available services and
collections effectively
Library as Place
 Improved on already strong overall 2004
performance
 Most Queen’s campus libraries continue
to be highly rated as:
A comfortable and inviting location
 Most important to undergrads
Library as Place
Challenges:
 Lack of sufficient quiet spaces for individual
study & research
 Insufficient seating during exams,
 Expensive copying/printing charges,
 Request for longer hours all term & all libraries,
 In Stauffer: dirty washrooms and a general lack
of adequate maintenance;
 Controversy over food & drink policy
Frequency of Use
At least once a week, respondents used:
Google & other search engines: >90%
Library resources sites: >80%
Library premises: 60%
Internal Consultation Process
 Report discussed at Management Team; consultation plan developed
 Report and plan distributed to all staff
 All-Staff information session
 Units and functional teams
 Meetings of individual units and functional teams identify the
issues in their areas of responsibilities and recommend appropriate
actions.
 Management Team
Reviewed the compilation of issues and objectives in developing the
2005/06 Budget Report. Compiled and approved action items
prepared by the functional teams and units.
Roll Out to Public
 Articles for The Gazette & The Journal
 Survey results & action plans published on the Library’s LibQUAL+
web site: http://library.queensu.ca/webir/libqual.htm