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Northumbria Conference Presentations on Library Service Quality Featured on LibQUAL+® Website

image © Mark Davis

Service quality issues were the focus of a series of papers and workshop activities at the 10th Northumbria International Conference on Performance Measurement in Libraries and Information Services, held July 22–25, 2013, in York, England. Slides from these presentations are now available on the LibQUAL+ website.

In light of the increased emphasis on identifying appropriate metrics and quality improvements for library space, one focus of the presentations was the benchmarking capability of the LibQUAL+ Library as Space dimension scores.

The following presentations are available on the LibQUAL+ website:

An Introduction to LibQUAL+ (pdf)
Selena Killick, Cranfield University

LibQUAL+ Trends (pdf)
Martha Kyrillidou, Association of Research Libraries

Using LibQUAL+ to Meet Strategic Objectives at the University of Haifa (pdf)
Lynne Porat, University of Haifa

LibQUAL+ and ClimateQUAL at York (pdf)
Stephen Town, University of York

Perceptions of LibQUAL: The Experiences of Library Directors, Administrators, and University Libraries in Ireland (ppt)
Ciara McCaffrey, University of Limerick

The Analysis of LibQUAL Comments with the Assistance of a SharePoint List (pdf)
Marié Roux, Stellenbosch University

Using LibQUAL+ to Identify Commonalities in Customer Satisfaction: The Secret to Success? (pdf)
Selena Killick, Cranfield University, and Anne van Weerden, Utrecht University

LibQUAL+ Triads: Results from the Pilot Experiences (pdf)
Martha Kyrillidou, Association of Research Libraries, and Bruce Thompson, Texas A&M University

Can You Measure IT? The UK Experience of TechQUAL+ (pdf)
Ian Hall, Jessica Stephens, and Sarah Kennedy, University of York

Changing User Needs and Expectations of Library Users (pdf)
Martha Kyrillidou, Association of Research Libraries

Dealing with the “Noise Problem”: Libraries Improving their LibQUAL Scores on “Quiet Space for Individual Work” (pdf)
Michelle Breen and Ciara McCaffrey, University of Limerick

Additional presentations can be downloaded from the 10th Northumbria Conference website.

LibQUAL+® is a suite of services offered by ARL, which libraries use to solicit, track, understand, and act upon users’ opinions of service quality. The program’s centerpiece is a rigorously tested web-based survey paired with training that helps libraries assess and improve library services, change organizational culture, and market the library. Since 2000, more than 2,400 institutional surveys have been implemented in 28 countries, in 21 language translations and with over 1.7 million respondents. LibQUAL+ is on the web at http://www.libqual.org/.

The Association of Research Libraries (ARL) is a nonprofit organization of 125 research libraries in the US and Canada. Its mission is to influence the changing environment of scholarly communication and the public policies that affect research libraries and the diverse communities they serve. ARL pursues this mission by advancing the goals of its member research libraries, providing leadership in public and information policy to the scholarly and higher education communities, fostering the exchange of ideas and expertise, facilitating the emergence of new roles for research libraries, and shaping a future environment that leverages its interests with those of allied organizations. ARL is on the web at http://www.arl.org/.

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