Your Opinion Counted!

VCU LibQual+™ 2006 Survey

The VCU Libraries conducted an online survey of service quality called LibQual+™ in spring 2004 and again in spring 2006. The survey, which took 10-15 minutes to complete, included 27 questions on users expectations for specific resources, services, and environment; demographic questions; questions about respondents' use of the VCU Libraries; and a box for comments. Below are

• results of the 2006 & 2004 surveys
• a note of thanks to our 2006 survey participants
• a brief account of how LibQual+™ results are being used to design and deliver exemplary resources, services, and spaces to the VCU Community
• background information on LibQual+™ and the survey process at VCU.

LibQual+™ 2006 VCU Survey Results

• Gap Score by VCU Group
• Gap Score Comparison 2006 with 2004
• How to Interpret VCU's 2006 Gap Score Results
• Analysis of 2006 Respondent Comments
• VCU Report (94 pages pdf)

LibQual+™ 2004 VCU Survey Results

• Gap Scores Analysis: VCU Comparison: Undergrad, Grad & Faculty
• Respondent Concerns Analysis (based on answers to survey questions #1-#27 )

Top Ten Concerns of Our Users (based on analysis by VCU Libraries staff of 2004 LibQual+ results)

1. Comprehensive collections of articles online
2. Core print and electronic collections
3. Easy to use access tools
4. Quiet space for individuals
5. Convenient service hours
6. Safe and secure buildings
7. Clean buildings
8. Inspiring space for study and work
9. Misshelved or otherwise missing materials
10. Reliable handling of user service problems

VCU LibQual+™ Survey Process

For the LibQual+™ 2006 survey, approximately 10,000 VCU Libraries users were invited by email to take the LibQual+™ online survey during the month of April. The sample included undergraduate and graduate students, faculty, library staff, and staff from all VCU schools and the College of Humanities and Sciences. In addition to the 10,000 survey participants selected for the random sample, any interested user of the Libraries was invited to take the survey. The survey was announced on the Libraries web page and a link provided easy access to information about the survey and to the online survey itself. More than 1500 users took the 2006 survey including 744 undergraduates, 437 graduate students, and 252 faculty.

VCU survey data was analyzed by ARL and compiled into a large report of Survey Results for the VCU Libraries. Norms for the 200+ other libraries that participated in the 2006 survey (1st session January - June) are included in the report. Respondent comments, a very important part of the survey results, were also compiled.

Thanks to All 2006 LibQual+™ Survey Participants

We extend special thanks to all the individuals who took the time to take the LibQual+™ survey in Spring 2006. All users benefit from your participation as the 2006 survey results are being used by the Libraries to better meet your needs and match your priorities for resources and services. Your participation in our assessment process has proved to be extremely helpful.

What's Next?

VCU Libraries staff are working intensively to make improvements to our services, collections and spaces. Results of the 2004 & 2006 LibQual+™ Surveys have served us well in developing a responsive, performance based, and user focused VCU Libraries Strategic Plan 2005-2007. The VCU Libraries Strategic Plan is organized into 6 broad objectives: 1) User Centered Services; 2) Research; 3) Education & Advocacy; 4) Physical Environment; 5) Development & Financial; and 6) Staff. In addition, a six-year financial plan to strengthen funding for collections, services, and spaces, will enable the VCU Libraries to become a research university library system commensurate with the stature and ambition of Virginia Commonwealth University. Finally, the VCU Libraries will conduct the LibQual+™ survey again in April 2008.

Background on LibQual+™

LibQUAL+™ is a research and development project undertaken by the Association of Research Libraries (ARL) in collaboration with Texas A&M University. The project is defining and measuring library service quality across institutions and creating useful quality assessment tools for libraries. The goals of the LibQUAL+™ project are to:

• Foster a culture of excellence in providing library service
• Help libraries better understand user perceptions of library service quality
• Collect and interpret library user feedback systematically over time
• Provide libraries with comparable assessment information from peer institutions
• Identify best practices in library service
• Enhance library staff members’ analytical skills for interpreting and acting on data

For More Information

General information about LibQual+™ is available in the ARL Web site. Comments on LibQual+™ 2006 survey results are always welcome.