Top Five Areas of Concern IC-1 Making electronic resources accessible from my home or office IC-2 A library website enabling me to locate information on my own IC-4 The electronic information resources I need IC-6 Easy-to-use access tools that allow me to find things on my own IC-8 Print and/or electronic journal collections I require for my work Faculty Top Five Priorities IC-1 Making electronic resources accessible from my home or office IC-2 A library website enabling me to locate information on my own IC-4 The electronic information resources I need IC-6 Easy-to-use access tools that allow me to find things on my own IC-8 Print and/or electronic journal collections I require for my work Top Five Areas of Excellence AS-3 Employees who are consistently courteous AS-4 Readiness to respond users’ questions AS-6 Employees who deal with users in a caring fashion AS-8 Willingness to help users IC-4 The electronic information resources I need (tied with IC-8) IC-8 Print and/or electronic journal collections I require for my work (tied with IC-4) Top Five Areas of Concern IC-1 Making electronic resources accessible from my home or office IC-2 A library website enabling me to locate information on my own IC-4 The electronic information resources I need IC-6 Easy-to-use access tools that allow me to find things on my own IC-8 Print and/or electronic journal collections I require for my work Key: “AS” = Affect of Service “IC” = Information Control “LP” = Library as Place Affect of Service The Affect of Service dimension asks respondents to rate their interactions with library staff, in particular, about their general helpfulness and competence. One statement, “Employees who deal with users in a caring fashion,” is an issue of high salience for graduate students as indicated by high scores in both desired and minimum expectations (see Figure 1). Relatively speaking the Zone of RLI 271 7 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 Top Five Concern IC-1 my or IC-2 A me on IC-4 The I IC-6 that me on IC-8 Print I for Faculty Top Five Priorities IC-1 Making electronic resources accessible from my home or office IC-2 A library website enabling me to locate information on my own IC-4 The electronic information resources I need IC-6 Easy-to-use access tools that allow me to find things on my own IC-8 Print and/or electronic journal collections I require for my work Top Five Areas of Excellence AS-3 Employees who are consistently courteous AS-4 Readiness to respond to users’ questions AS-6 Employees who deal with users in a caring fashion AS-8 Willingness to help users IC-4 The electronic information resources I need (tied with IC-8) IC-8 Print and/or electronic journal collections I require for my work (tied with IC-4) Top Five Areas of Concern IC-1 Making electronic resources accessible from my home or office IC-2 A library website enabling me to locate information on my own IC-4 The electronic information resources I need IC-6 Easy-to-use access tools that allow me to find things on my own IC-8 Print and/or electronic journal collections I require for my work Key: “AS” = Affect of Service “IC” = Information Control “LP” = Library as Place