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Campus-wide library survey suggests small improvements

By Kristin Knipschild
Library Communications

Posted 11/10/2004

MADISON, Wis. -- The LibQUAL+ survey conducted last spring shows how the campus thinks the libraries perform in service areas of collections, physical space and customer service. With nearly 2,000 responses, survey results indicate that the campus generally feels the libraries perform well. A few areas for improvement emerged and will be used to help make changes and improvements to the libraries in order to achieve excellent information resources and services.

Many responses indicated possible improvements in the area of "information control" including a desire for comprehensive print and electronic journal collections, access to LibQual logo electronic resources from home and office workstations, and a libraries Web site that provides easier access to information. Current projects that help address these issues include a redesign of the libraries Web site and the implementation of Find It linking software which helps researchers find full-text versions of journal articles online.

Another area for improvement highlighted by the survey results was "affect of service," or general perceptions about customer service. The survey responses indicate that the campus is satisfied with the overall treatment they receive in the libraries but suggested improvements for customer service at individual public service points. Since many of these service points are staffed by students, the libraries are looking into improving training for student staff