ppt课件-charting library service quality（制定图书馆服务质量）.pptVIP

Charting Library Service Quality Sheri Downer Auburn University Libraries Background of Need for LibQUAL+ Library had undergone extensive changes in services Librarian and Staff responsibilities had changed Utilization of physical spaces had changed Major Changes Affecting Public Services Four reference desks on different floors were incorporated into one central information commons Reference desk 35 public access computers 2 consultation workstations Reference collection Major Changes Affecting Public Services Service desks were added on first and second floors Science and technology journals were placed on fourth floor Nearer to related subject areas Other journals housed on second floor near reference desk Overdue fines were eliminated Questions We Were Concerned About Did we need to add service desks on third and fourth floors? Some faculty felt these changes diminished our ability to serve them well What other services needed improving? Were the library hours reflective of the times the library needed to be open? Questions We Were Concerned About Where did we need to focus our expenditures? Journal backfiles Digital projects Training Library hours Public services staffing Assessment Became a Reality In April, 2003, SACS was scheduled to visit Auburn University Under new SACS guidelines assessment is a priority Each campus unit required to develop assessment plans LibQUAL+ was perfect assessment tool Visit date changed to October, 2003 Assessment Became a Reality April 8, 2002, sample population invited to take part in LibQUAL+ project 800 faculty members 1,200 undergraduates 800 graduate students Had a return rate of nearly 60% Results of Data Data indicated that many faculty and students perceive strength in the Library’s physical facility and environment. Results of Data Areas that were rated as exceeding minimum requirements: 1. A contemplative environment 2. A place for reflection and creativity 3. A comfortable and inviting location 4. A haven