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Presentation delivered at the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services. Presents the findings of a qualitative research project into the expectations of UK academic higher education library customers.
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What do they want now? Qualitative regrounding of the LibQUAL+® survey.Selena KillickLibrary Quality OfficerCranfield University
“only customers judge quality; all other judgements are essentially irrelevant”
Zeithaml, V.A., Parasuraman, A. & Berry, L.L., 1990. Delivering Quality Service, The Free Press, New York.
Shavar Ross, Someone Else, August 5, 2005 via Flickr, Creative Commons Attribution
Needham, A. 2007. The Spice Girls just wannabe back [Photograph]. [Online]. Available at: http://www.guardian.co.uk/music/musicblog/2007/jun/28/thespicegirlsjustwannabeb [Accessed 8 August 2011].
Kelly Gifford, Stack of Books, February 10, 2007 via Flickr, Creative Commons Attribute.
Stack of Books
Brian Wilkins, iPhone 4, June 25, 2010 via Flickr, Creative Commons Attribute.Spencer E Holtaway, Twitter website screenshot, March 23, 2009 via Flickr, Creative Commons Attribute.Spencer E Holtaway, facebook website screenshot, March 23, 2009 via Flickr, Creative Commons Attribute.
Could you scan and email me the print
journal articles I need to save me from
having to come to the library?
h2g2. 2007. Is The Quality Of Things Getting Worse? [Photograph]. [Online]. Available at: http://www.bbc.co.uk/dna/h2g2/A19156133 [Accessed 8 August 2011].
I think different forms of electronic delivery are froth that
takes the library’s resources away from the important things,
such as having a proper collection of books.
Jordi Casañas, n.d., Jaume Fuster Library [Photograph]. In: Monsen, I. (ed). IFLA Section on Library Buildings and Equipment, Newsletter 2011 No 1. Available at: http://www.ifla.org/files/library-buildings-and-equipment/newsletters/2011-1-en.pdf
ex.libris, Studying, January 15, 2008 via Flickr, Creative Commons Attribute.Kennedy Library, Collaboration Rooms, June 12, 2009 via Flickr, Creative Commons Attribute.christopher Porter, Students Studying, January 12, 2006 via Flickr, Creative Commons Attribute.
h2g2. 2007. Is The Quality Of Things Getting Worse? [Photograph]. [Online]. Available at: http://www.bbc.co.uk/dna/h2g2/A19156133 [Accessed 8 August 2011].
I think of a proper library as being somewhere not far off death in
atmosphere, in that it’s quiet and people don’t talk much, because
that’s what you want as a working environment.
Svein Halvor Halvorsen, Cram time (winter+spring), May 12, 2008 via Flickr, Creative Commons Attribute.
Clemsonunivlibrary, Man, those beanbags sure are comfortable! August 1, 2011 Via Flickr, Creative Commons Attribute
Michael Sauers, Questions Answered, August 24, 2006 via Flickr, Creative Commons Attribute.
Chris Martin, sleeping kid in NSC, December 4, 2007 Via Flickr, Creative Commons Attribute
Print & eJournals
Easy Access
Access Tools
Modern Equipmen
t
Electronic
Information
Print Materials
Library Website
Remote Access
A library Web site enabling me to locate information on my own
Easy-to-use access tools that allow me to find things on my
own
Making information easily accessible for independent use
Print and/or electronic journal collections I require
for my work
The electronic information resources I need
The printed library materials I need for my
work
Hobvias Sudoneighm, Workstation, September 12, 2006 via Flickr, Creative Commons Attribute.
Making electronic resources accessible from my home or
office
Modern equipment that lets me easily access needed
information
Ed Yourdon, Bryant Park, late Apr 2009 - 23, April 25, 2009 Via Flickr, Creative Commons Attribute
Making electronic resources accessible from anywhere
Print & eJournals
Easy Access
Access Tools
Modern Equipmen
t
Electronic
Information
Print Materials
Library Website
Remote Access
Joanna Orpia, sorry we’re closed, January 1, 1980 Via Flickr, Creative Commons AttributeUBC Library, Library Training 5, October 1, 2009 Via Flickr, Creative Commons Attribute
Thank You!Selena [email protected]: +44(0)1793 785561
