1) What is LibQUAL+(TM)?

The LibQUAL+(TM) survey is a project sponsored by the Association of Research Libraries (ARL) in collaboration with the University of Wisconsin System Libraries. The project's goal is to define and measure library service quality across institutions and to create useful quality-assessment tools for libraries.

The LibQUAL+(TM) project is currently using an instrument designed to measure how library users perceive the quality of service they receive. This tool imeasures library users' perceptions of their libraries' service quality and identifies gaps between minimal, desired and perceived levels of service.

2) How many libraries are involved in LibQUAL+(TM)?

The Spring 2004 survey effort involves more than 200 libraries around the world.

3) How will users benefit from completing the survey?

As individual libraries receive information about areas needing improvement, this project will allow libraries to compare their service quality with other peer institutions, to develop benchmarks, and to identify best practices across institutions. By using the LibQUAL+(TM) instrument and initiating action based on the results of this survey, the campus libraries can be more responsive to users' needs and provide services that are better aligned to users' expectations.

4) How was I chosen to participate in this survey?

We randomly selected a representative number of e-mail addresses of UW-Madison faculty, staff and students. We then sent e-mail messages to that group encouraging each recipient to complete the online survey.

5) What kinds of questions are on the survey?

There are three types of questions in the survey:

• Questions that ask you to rate a series of statements regarding your minimum, desired and perceived service levels on various topics (a rating of 1 = low and 9 = high)

• An open-ended question (text box) where you can write in specific comments or opinions in your own words. Full or partial comments may be used (maintaining full confidentiality) in survey follow-up activities, including reports and promotional materials.

• Demographic data such as age, discipline and position at the university. This will enable us to analyze the results by category.

6) Why are some of the survey questions redundant?

The LibQUAL+(TM) instrument was developed through interviews with dozens of library users and refined over the course of several previous iterations. All LibQUAL+(TM) questions reflect the comments and opinions of actual library users-some are verbatim quotes-and have proven relevant to assessing library service quality. Some built-in redundancy also helps to ensure the validity of data.

7) How long will this survey take to complete?

The survey should take no more than 10 - 15 minutes to complete.

8) Can I skip questions?

Please do not skip any questions! Incomplete surveys are discarded. If you feel a question does not apply to you, please choose NA (not applicable).

9) What are the prizes?

Incentives will be offered to improve response rates. At the end of the Web-based survey, respondents may elect to submit their e-mail address, which will enter them in a drawing for prizes including a PDA or $25 WiscCards.

10) Why are reminders sent to respondents who have already completed the survey?

If the response rate is low, two or three reminders will be sent to all participants over the course of a few weeks, including those who have already completed the survey. All respondents will get the emails due to the project's built-in mechanisms for security and confidentiality. Once a return is submitted to the project server, the contents are disassociated from the respondent's email address. This provides maximum security, but precludes any differentiation of respondents/non-respondents among the sample. Thus, everyone gets a reminder.

11) Are the survey responses confidential?

Yes. Survey data are stored on a secure server at Texas A&M University, which is located behind a secure firewall. Responses are automatically separated from identifying information, including e-mail addresses registered for the drawing.

12) Will the survey store cookies on my computer?

No.

13) What if I cannot open the survey link URL from my email message?

If you cannot open the URL from within your email message by clicking, try copying the URL text and pasting it into your Web browser's address box.

14) Can I participate without using the Web form?

Yes, if you wish. Contact Mary Folster at mfolster@library.wisc.edu or 263-4072 to get a paper copy of the survey. Data from the paper forms will be manually entered into the library's web survey database.

15) What happens to the data collected in the survey?

Survey data are transmitted directly from the central LibQUAL+(TM) server to a secure database. The data are then analyzed and reports generated for the individual libraries. These reports will provide UW Madison Libraries with detailed information on how our users perceive the quality of their library service.

16) Where can I find more information?

The official home page of LibQUAL+(TM) is located at http://www.libqual.org. Click on the "About" link to find information about the origins of LibQUAL+(TM), the people involved, how the project is funded, and a bibliography.

17) Is there a person I can talk to about the survey?

If you are having trouble with the survey or have questions, please contact the UW Madison Libraries LibQUAL+(TM) team at libqual@library.wisc.edu