The survey results reflect users' perceptions. These help decision-makers effect improvements and shape the Library's plans. We realize the importance of communicating with users about developments in the library, and what measures are underway to accomplish them. In particular, based on the findings, the Library will focus on the following needs:For Undergraduate students:
In Feburary of 2006, Concordia Libraries participated for the first time in the LibQUAL+ online survey, developed by the Association of Research Libraries (ARL) and Texas A&M University. In doing so, we are participating in an international project to define and measure library service quality; over 200 institutions worldwide have participated in LibQUAL+, and Concordia has now joined their ranks. The survey measures library services by asking users to evaluate three primary issues:
Users were asked to indicate (1) their minimum acceptable service level, (2) the desired service level expected, and (3) the perceived level of service currently provided.
A total of 3200 users were randomly sampled, as follows: 1500 undergraduate students, 800 graduate students and 900 faculty members. 475 responses were received, a response rate of 15%.
Our strongest scores came from the Affect of Service set of questions, where we consistently scored above our users' minimum expectations. In addition, a large number of the comments received in the survey related to service issues and the majority were positive.
However, there are other areas in which the Libraries fall below users' minimum expectations, specifically in the areas of Information Control and Library as Place. The results indicate that 65% of institutions who participated in the LibQUAL+ survey scored better than Concordia Libraries on the Information Control section of questions, while approximately 75% of institutions scored higher on the Library as Place section of questions.