The Results are in and the Library is Taking Action!

September 5, 2003

In Spring 2003 the ODU Library participated in the LibQUAL+ web-based service quality survey. The Library was one of more than 300 academic and research libraries, including 33 OhioLINK institutions, across the country to participate. Results from the survey were very reassuring. Overall, library users are satisfied with the services provided, and the Library is meeting-and often exceeding-library users' expectations.

Sponsored by the Association of Research Libraries (ARL) and in conjunction with Texas A&M University, LibQUAL+ is an assessment tool which measures library users' perceptions of service quality and identifies gaps among desired, perceived, and minimum expectations of service.

The survey was distributed to the entire ODU student, staff, and faculty community through a series of e-mail messages, in-class workshops, and library computer terminals. Over 400 completed the questionnaire for a response rate of 18%. Of those, 148 provided additional, written comments following the questionnaire. Undergraduates accounted for 77% of the survey participants, followed by faculty with 10%, graduates with 7%, and staff with 6%.

Using a nine-point scale, participants answered 25 questions focusing on four key dimensions of library service: Personal Control, Affect of Service, Access to Information, and Library as Place. The Personal Control dimension considered the tools to make library access available easily and independently. The Affect of Service dimension examined the willingness, courtesy, and knowledge of the library staff. The Access to Information dimension looked at the collection breadth, interlibrary loan services, and hours of operation. And the items in the Library as Place dimension explored the physical features and environment of the library.

The highest score for the ODU Library was in the Personal Control dimension, scoring 7.29 out of 9.00. This score was higher than the average of all participating OhioLINK institutions. Respondents cited the Library's web site as the strongest tool in enabling them to locate information.

The raw score of 7.21 in the Affect of Service dimension indicated that the Library is exceeding users' expectations. The personal connection is still important to library users, and they responded to that by commending the competency, willingness, and courtesy of the library staff.

Another dimension which received higher marks than the average of all participating OhioLINK institutions was Access to Information. With a score of 7.13, the Access to Information dimension revealed solid satisfaction among users, particularly the Library's interlibrary loan services and electronic information resources. One note of weakness in this dimension was a lack of sufficient print materials.

The lowest score for the ODU Library was in the Library as Place dimension, receiving a score of 6.92. Although the Library is, for the most part, meeting the expectations of library users in this category, users pointed to the need for additional quiet study spaces.

The LibQUAL+ survey also included questions on frequency of library use. The ODU community reported using resources on the library premise regularly on a weekly basis; however a greater majority of respondents, especially undergraduates, cited that they use non-library gateways, such as Yahoo or Google, consistently on a daily basis. This implies that people are searching for information in less scholarly places more frequently.

In response to participants' feedback, the Library has taken steps to improve its services. Since the survey, the Library has begun a large-scale weeding project of the main collection, purchased more materials for the Reference collection and the new Masters in Education and Liberal Studies programs, implemented a new online interlibrary loan system, created new research guides, and made enhancements to the Library web site to increase navigability.

Prizes were awarded to select individuals for their participation in the survey. Prizes included $25 or $30 gift cards to Virgin Megastore, AMC Theatres, California Pizza Kitchen, or The Cheesecake Factory. Congratulations to Amanda Yeager, Raymond Steinbauer, Belinda Raines, and Michelle Simmons who were this year's prize winners.

The Library wishes to thank all of the students, staff, and faculty who participated in the 2003 LibQUAL+ survey. We appreciate the time and effort participants took in providing insight about the quality of our services. We will continue to improve our services to make the Library an outstanding learning environment.