Tolerance bar ranging from 6.7 to 7.9 is high on the graph. Perceptions of caring
service at Texas A&M are generally higher than those at other ARL institutions.
Steps Taken to Improve
Affect of Service Scores
In order to improve LibQUAL+® scores in the Affect of Service dimension, focus
groups were held to better understand what interventions users wanted. In
particular, users desired increased hours of library services. As a result of
suggestions from LibQUAL+® respondents, the West Campus Library, and shortly
thereafter the Library Annex, was opened 24 hours/5 days a week. All libraries
began opening earlier on weekends and hours were further expanded in the
Cushing Library and the Medical Sciences Library. Texas A&M Libraries thus
increased their ranking to third in their designated aspirational peer group in terms
of open hours. Interlibrary Loan (ILS), Circulation, and Reference services were
merged to a single service point. Library personnel were directed to staff expanded
service hours for ILS and the popular “Get It For Me” service through which users
can request articles online if e-versions are not readily available. If owned in print,
RLI 271
8
A Decade of Assessment at a Research-Extensive University Library Using LibQUAL+®
(
C O N T I N U E D
)
AUGUST 2010 RESEARCH LIBRARY ISSUES: A BIMONTHLY REPORT FROM ARL, CNI, AND SPARC
2001 2002 2003 2004 2005 2006 2007 2008 2009 2010
9
8
7
6
5
4
Y E A R
TEXAS A&M PERCEIVED TREND ARL MINIMUM TREND ARL PERCEIVED TREND ARL DESIRED TREND
Figure 1. Graduate student responses to item AS-6,
“Employees who deal with users in a caring fashion”
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