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. Information Control 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. RLI 271 9 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 2. Faculty responses to item IC-8, “Print and/or electronic journal collections I require for my work”