Post on 31-Dec-2015
University of Minnesota LibQUAL+ Presentations
Frank Elliott
University of Minnesota Libraries
ellio022@umn.edu
Construction of a thermometer chart comparing U of Minn. and ARL
libraries
University of Minnesota UnderGraduate Gap Score Comparison 2001-2003 LibQUAL+
(0.60) (0.40) (0.20) 0.00 0.20 0.40 0.60 0.80 1.00 1.20
Employee Confidence AS-1
Easy Access Tools PC-1
Employee Responsiveness AS-2
Collection Access PC-2
Employee Helpfulness AS-3
Convenient Hours AI-2
Comfortable & Inviting Loc LP-2
Handling Service Problems AS-4
Web Site Enables To Locate Ow n Info PC-3
Giving Users Individual Attention AS-5
Know ledgeable Employees AS-6
Modern Equipment PC-4
Courteous Employees AS-7
Caring About Users AS-8
Info Access For Independent Use PC-5
Timely Doc Delivery/ILL AI-5
Understanding User Needs AS-9
E- Resources Available From Home/Office PC-6
UnderGrad2003Gap
UnderGrad2002Gap
UnderGrad2001Gap
University of Minnesota Graduate Gap Score Comparison LibQUAL 2001-2003
(0.60) (0.40) (0.20) 0.00 0.20 0.40 0.60 0.80 1.00
Employee Confidence AS-1
Easy Access Tools PC-1
Employee Responsiveness AS-2
Collection Access PC-2
Employee Helpfulness AS-3
Convenient Hours AI-2
Comfortable & Inviting Loc LP-2
Handling Service Problems AS-4
Web Site Enables To Locate Ow n Info PC-3
Giving Users Individual Attention AS-5
Know ledgeable Employees AS-6
Modern Equipment PC-4
Courteous Employees AS-7
Caring About Users AS-8
Info Access For Independent Use PC-5
Timely Doc Delivery/ILL AI-5
Understanding User Needs AS-9
E- Resources Available From Home/Office PC-6
Grad2003Gap
Grad2002Gap
Grad2001Gap
University of Minnesota Faculty Gap Score Comparison LibQUAL+ 2001-2003
(0.60) (0.40) (0.20) 0.00 0.20 0.40 0.60 0.80 1.00 1.20 1.40 1.60
Employee Confidence AS-1
Easy Access Tools PC-1
Employee Responsiveness AS-2
Collection Access PC-2
Employee Helpfulness AS-3
Convenient Hours AI-2
Comfortable & Inviting Loc LP-2
Handling Service Problems AS-4
Web Site Enables To Locate Ow n Info PC-3
Giving Users Individual Attention AS-5
Know ledgeable Employees AS-6
Modern Equipment PC-4
Courteous Employees AS-7
Caring About Users AS-8
Info Access For Independent Use PC-5
Timely Doc Delivery/ILL AI-5
Understanding User Needs AS-9
E- Resources Available From Home/Office PC-6
Fac2003Gap
Fac2002Gap
Fac2001Gap
What We’re Doing With LibQUAL+
• Presentations To All Major Staff Groups Including Library Leadership Council
• Mounting The Results On Staff Web Page• Results Used By Access Services To Develop
Training Program For Students• Results On Library As Place Used By
Undergraduate Initiatives Council• Personal Control Results An Important Part of first
meeting of Academic Program Council
University of Minnesota Undergraduate Gap Comparison 2001-2004
(0.60) (0.40) (0.20) 0.00 0.20 0.40 0.60 0.80 1.00 1.20
Employee Confidence AS-1
Easy Access Tools PC-1
Employee Responsiveness AS-2
Collection Access PC-2 (Not Asked 2004)
Employee Helpfulness AS-3
Convenient Hours AI-2 (Not Asked 2004)
Comfortable & Inviting Loc LP-2
Handling Service Problems AS-4
Web Site Enables To Locate Own Info PC-3
Giving Users Individual Attention AS-5
Knowledgeable Employees AS-6
Modern Equipment PC-4
Courteous Employees AS-7
Caring About Users AS-8
Info Access For Independent Use PC-5
Timely Doc Delivery/ILL AI-5 (Not Asked 2004)
Understanding User Needs AS-9
E- Resources Available From Home/Office PC-6
UnderGrad2004Gap
UnderGrad2003Gap
UnderGrad2002Gap
UnderGrad2001Gap
University of Minnesota Graduate Gap Comparison 2001-2004
(0.60) (0.40) (0.20) 0.00 0.20 0.40 0.60 0.80 1.00 1.20 1.40
Employee Confidence AS-1
Easy Access Tools PC-1
Employee Responsiveness AS-2
Collection Access PC-2 (Not Asked 2004)
Employee Helpfulness AS-3
Convenient Hours AI-2 (Not Asked 2004)
Comfortable & Inviting Loc LP-2
Handling Service Problems AS-4
Web Site Enables To Locate Own Info PC-3
Giving Users Individual Attention AS-5
Knowledgeable Employees AS-6
Modern Equipment PC-4
Courteous Employees AS-7
Caring About Users AS-8
Info Access For Independent Use PC-5
Timely Doc Delivery/ILL AI-5 (Not Asked 2004)
Understanding User Needs AS-9
E- Resources Available From Home/Office PC-6
Grad2004Gap
Grad2003Gap
Grad2002Gap
Grad2001Gap
University of Minnesota Faculty Gap Comparison 2001-2004
(1.50) (1.00) (0.50) 0.00 0.50 1.00 1.50
Employee Confidence AS-1
Easy Access Tools PC-1
Employee Responsiveness AS-2
Collection Access PC-2 (Not Asked 2004)
Employee Helpfulness AS-3
Convenient Hours AI-2 (Not Asked 2004)
Comfortable & Inviting Loc LP-2
Handling Service Problems AS-4
Web Site Enables To Locate Own Info PC-3
Giving Users Individual Attention AS-5
Knowledgeable Employees AS-6
Modern Equipment PC-4
Courteous Employees AS-7
Caring About Users AS-8
Info Access For Independent Use PC-5
Timely Doc Delivery/ILL AI-5 (Not Asked 2004)
Understanding User Needs AS-9
E- Resources Available From Home/Office PC-6
Fac2004 Gap
Fac2003Gap
Fac2002Gap
Fac2001Gap