While the standardized LibQUAL+ survey (see Library Service Quality Assessment) provides the library with longitudinal and peer comparison data regarding the quality of selected library services, it has two inherent limitations. First, as a standardized instrument used nationally (and even internationally), the survey's content is subject to very limited customization. Second, the survey produces very limited data on overall user satisfaction--focusing instead on the perceived quality of specific services. For this reason, the library administration recognizes the need to occasionally supplement the LibQUAL+ survey with more customized and focused user assessment activities.
One such activity was a locally-developed of ISU faculty members and students, conducted from February 14 through March 3, 2000, to assess overall satisfaction with the University Library's collections, programs, and services. The survey was conducted using a web-based instrument accessed from the Library's home page. In total, the Library received 585 usable responses from students, and 256 usable responses from faculty.
A Summary of the Spring 2000 User Satisfaction Survey was posted on the library's website and publicized via e-Library News in the fall of 2000, sharing the findings of this survey with the widest possible audience of internal and external users.
The Library's Associate Dean for Research & Access, in consultation with the Administrative Cabinet, maintains a cumulative Checklist of Survey-Based Recommendations and Actions, which includes data-driven recommendations and actions from the 2000 User Satisfaction Survey. This checklist helps to ensure that the findings and recommendations from formal library surveys are used to effect continuous improvement in library programs, collections, and services at Iowa State.
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