Service quality has always been a value for libraries. The Association for Research Library (ARL) LibQUAL+^TM Assessment Survey (LibQUAL+) provides a method to measure that value. LibQUAL+^TM is a program that seeks to define and measure library service quality across institutions and to create useful quality-assessment tools for local planning. LibQUAL+^TM measures library users’ perceptions of service quality and identifies gaps between desired, perceived, and minimum expectations of service.

There is increasing pressure for libraries to move towards outcome-based assessment, instead of relying merely on input, output, or resource metrics. This pressure comes from funding authorities as well as users themselves. Outcome measures may show how well an organization serves its users; they demonstrate an institution's efficiency and effectiveness.

Individual libraries participating in LibQUAL+^TM can identify where their services need improvement, in the view of their users. They also can compare their service quality with that of peer institutions in an effort to develop benchmarks and understanding of best practices across institutions. By initiating action based on the information they receive from their library users and from other LibQUAL+^TM participants, libraries can provide services that are more closely aligned with user expectations. As library services are improved, the ultimate goal is to surpass user expectations in search of excellent library services.

The LibQUAL+^TM survey uses a web interface and protocol to ask library users about their library service expectations. Using a random sample of email addresses representative of their user population, the library sends a message to the sample encouraging recipients to complete the survey. Survey data are transmitted directly from the central (ARL) LibQUAL+^TM server to a database. The data are then analyzed and reports that provide information on how users perceive the quality of their library services are generated for the individual libraries. The reports present information on the gaps between users’ desired, perceived, and minimally acceptable levels of service.

The New York 3Rs Councils will coordinate a statewide project to conduct the Spring 2003 LibQUAL+ survey in New York’s academic and public research libraries. The NY3Rs have received an LSTA grant to supplement the cost of this survey and allow as many libraries as possible to participate.

We have established a NY3Rs LibQUAL Advisory Group to assist in various aspects of the survey process.

Libraries interested in participating in LibQUAL+^TM should review the following materials on the ARL website to gain a better understanding of the Program and the level of commitment needed at each library.

Spring 2002 Participants' Timeline (as example of timeline): http://www.arl.org/libqual/procedure/timeline.html

Information on a training session at ALA: http://www.arl.org/libqual/events/ala2002june/process.html

Spring 2002 Policies and Procedure Manual (as an example of specific activities): http://www.arl.org/libqual/procedure/lqmanual2.pdf

For more information, contact your 3Rs Council: NY3Rs LibQUAL+ Contacts

NY3Rs LibQUAL+^TMAlert Messages   [All Alert Messages in Word format]

Alert Message #19 September 29, 2003

Alert Message #18 August 26, 2003

Alert Message #17 July 3, 2003

Alert Message #16 June 19, 2003

Alert Message #15 June 11, 2003

Alert Message #14 March 19, 2003

Alert Message #13 January 23, 2003

Alert Message #12 December 18, 2002

Alert Message #11 November 22, 2002

Alert Message #10 November 7, 2002

Alert Message #9 October 21, 2002

Alert Message #8 October 4, 2002

Alert Message #7 September 30, 2002

Alert Message #6 September 25, 2002

Alert Message #5 September 13, 2002

Alert Message #4 September 9, 2002

Alert Message #3 August 26, 2002

Alert Message #2 August 6, 2002

Alert Message #1 July 30, 2002