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University of Arizona Library used the LibQUAL+[TM] comments to inform its strategic direction. The 303 comments received from the LibQUAL+[TM] survey in 2002 were coded using a 'Grounded Theory' approach. Using the qualitative statistical software QSR's N6, all comments were coded demographically and by categories around Library access, environment and service. N6 assisted the research and analysis of comments, providing a base for both quantifiable and qualitative development of data into useful information. The comments were used to determine strategic direction at the organizational and individual team level by triangulating the qualitatively organized comments with the quantitative LibQUAL+[TM] data, as well as other sources of customer data. This approach provided a focused method to organize and understand information in order to meet and address Library customer needs. KEYWORDS. LibQUAL+[TM], NUD*IST, strategic planning, library service quality, academic libraries

In March 2002, the Duke University Medical Center Library administered the LibQUAL+[TM] survey instrument, which measures library users' perceptions of service quality and identifies gaps between desired, perceived, and minimum expectations of service. This case study represents the Library's decisions regarding participants, approaches used to reach them, problems encountered with the survey, and the results of the data for the health care community. We will also explore how including hospital staff in the survey impacted our results. KEYWORDS. Academic libraries, library services, assessment, customer satisfaction, service quality, case studies

The University of Washington is one of five institutions that participated in the LibQUAL+[TM] surveys conducted each year since its pilot phase in 2000. These surveys are sponsored and administered by the Association of Research Libraries (ARL) and Texas A&M University. This paper reviews the administration, methodology and results from the LibQUAL+[TM] surveys in the context of an existing assessment program at the University of Washington Libraries that employs a suite of assessment tools. It also compares our LibQUAL+[TM] experience with the set of expectations we articulated in 1999 for participating in the LibQUAL+[TM] project. KEYWORDS. LibQUAL+[TM], academic libraries, assessment, library service quality, Web-based surveys, peer comparison

Librarians at the University of Colorado Health Sciences Center (UCHSC) began collecting user survey data in 1984. Over time, surveys have been modified to capture new usage patterns as users shifted from walk-in use to remote electronic access of library resources. Taking advantage of the evolution of outcome measurement techniques and new tools, UCHSC librarians have incorporated user feedback into strategic planning and fiscal reallocations. Use of the LibQUAL+[TM] survey has confirmed past data and decisions, and points to a clear path for the future. Survey results will drive the physical design and service deployment to be showcased in a new state-of-the-art biomedical library due to open in 2006. KEYWORDS. Health sciences libraries, university libraries, assessment, strategic planning, service quality, resource management

The Galter Health Sciences Library has used the LibQUAL+[TM] survey in two consecutive years. Both sets of survey results provided useful information to understand how users perceive the quality of Galter Library services. The first year's relatively positive results offered a useful and hopeful benchmark. The second year's results provided more of a 'wake up' call to explore in depth what users want and need from the library. Peer comparison also offers an additional insight as to where Galter staff can look to find models and/or best practices when exploring specific remedies that would improve services to Galter users. KEYWORDS. LibQUAL+[TM], library service quality, health sciences libraries, consortia, peer comparisons, Association of Academic Health Sciences Libraries, benchmarking

The Association of Academic Health Sciences Libraries (AAHSL) participated as one of two consortia in the 2002 pilot of LibQUAL+[TM], the other was the Ohio Library and Information Network (OhioLINK), a consortium of Ohio's college and university libraries and the State Library of Ohio. This report focuses on the AAHSL/ARL partnership, the AAHSL aggregate experience and results, and collaborative outcomes. Whereas AAHSL will continue LibQUAL+[TM] participation in 2003 with another cohort of participating libraries, a foundation for qualitative assessment within AAHSL has been grounded. Specifically, this report outlines the qualitative efforts of the AAHSL Task Force on Service Quality Assessment, for which a team of nine members served, including Jane Blumenthal (Georgetown University), Diana Cunningham (New York Medical College), Rick Forsman (University of Colorado), Tamera Lee (Medical College of Georgia), Logan Ludwig (Loyola University-Chicago), James Shedlock (Northwestern University), Julia Sollenberger (University of Rochester), Susan Starr (University of California, San Diego) and Laurie Thompson (State University of New York Upstate). KEYWORDS. Qualitative assessment, benchmarking, consortia, LibQUAL+[TM], Association of Academic Health Sciences Libraries (AAHSL)

The application of technology in library and information services have blurred the distinctions between the traditional library functions namely, the technical services and public services functions. Findings of a survey on the organizational structuring of academic libraries show that the automation of library services has led to the intergration of technical services and public services functions among 22% of the 30 libraries surveyed.

The results of a survey of graduate students' views on Texas A&M University library support system are presented. Improvements to the service for remote users such as easier, speedier access and library instruction are suggested.