the journal articles are scanned and delivered through e-mail. If not owned by the
library either in print or licensed in digital form, the article is requested through ILS
and delivered electronically to the user. Liaison services to colleges were enhanced
and in some instances office hours for librarians were established in departments.
Virtual reference services were expanded and use of virtual services has increased
substantially over time. A customer service program was crafted for the libraries
that included on-site training provided by the Disney Institute.
The LibQUAL+® Information Control dimension includes questions that address
content scope, and ease of access. Figure 2 shows the faculty response to the
item, “Print and/or electronic journal collections I require for my work.” As
shown in Table 1, this question appeared on the Texas A&M faculty’s list of top
priorities, areas of excellence, and areas of concern. The trend for ARL generally
is slowly upwards over time for desired and minimum scores while perceived
scores are rising more rapidly. The comparative, even more aggressive, upward
trend for the Texas A&M data in perception scores is noteworthy. Faculty users
are recognizing the investments made in the journal collections over time.
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
Y E A R
TEXAS A&M PERCEIVED TREND ARL MINIMUM TREND ARL PERCEIVED TREND ARL DESIRED TREND
Figure 2. Faculty responses to item IC-8,
“Print and/or electronic journal collections I require for my work”