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LibQual+TM in Lilliput: assessment benefits for small academic libraries

LibQual+TM in Lilliput: assessment benefits for small academic libraries Purpose – The purpose of this paper is to describe how small, academic libraries may realize significant benefits from employing LibQual+TM as an assessment of customer needs and expectations, stressing that these benefits may vary by the actual size of the institution. Design/methodology/approach – Catawba College compared its experience utilizing LibQual+TM with that of Washburn University, reported by Dole as a small, academic library application of the survey. Catawba College is a private, liberal arts college that is much smaller than Washburn, with one‐quarter the student body and faculty. This paper examines the assessment experience of the two small institutions and compares the different advantages and disadvantages of using LibQual+TM within these two different types of small, academic institutions. Findings – The study found that a larger response rate was realized than that of the larger of the two institutions, especially by faculty, and suggests that this is due to the nature of the small colleges where faculty and student body are more familial. The paper also describes LibQual+TM as a type of “turn‐key” survey process that is advantageous for small libraries with limited resources. Originality/value – This paper provides new information on the value of LibQual+TM for assessment in small, academic institutions and describes the benefits of this assessment tool for libraries in much smaller settings. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Performance Measurement and Metrics Emerald Publishing

LibQual+TM in Lilliput: assessment benefits for small academic libraries

Performance Measurement and Metrics , Volume 7 (3): 12 – Sep 1, 2006

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References (6)

Publisher
Emerald Publishing
Copyright
Copyright © 2006 Emerald Group Publishing Limited. All rights reserved.
ISSN
1467-8047
DOI
10.1108/14678040610713156
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of this paper is to describe how small, academic libraries may realize significant benefits from employing LibQual+TM as an assessment of customer needs and expectations, stressing that these benefits may vary by the actual size of the institution. Design/methodology/approach – Catawba College compared its experience utilizing LibQual+TM with that of Washburn University, reported by Dole as a small, academic library application of the survey. Catawba College is a private, liberal arts college that is much smaller than Washburn, with one‐quarter the student body and faculty. This paper examines the assessment experience of the two small institutions and compares the different advantages and disadvantages of using LibQual+TM within these two different types of small, academic institutions. Findings – The study found that a larger response rate was realized than that of the larger of the two institutions, especially by faculty, and suggests that this is due to the nature of the small colleges where faculty and student body are more familial. The paper also describes LibQual+TM as a type of “turn‐key” survey process that is advantageous for small libraries with limited resources. Originality/value – This paper provides new information on the value of LibQual+TM for assessment in small, academic institutions and describes the benefits of this assessment tool for libraries in much smaller settings.

Journal

Performance Measurement and MetricsEmerald Publishing

Published: Sep 1, 2006

Keywords: Assessment; Customer services quality; Academic libraries; Strategic planning; Customer satisfaction; Surveys

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