In spring 2004, the DuFour Law Library participated in a web-based survey to determine user perceptions of service quality at the library. The survey, LibQual+, is sponsored by the Association of Research libraries in collaboration with Texas A&M University Libraries. In 2004, over 200 libraries world-wide participated, twenty-three of them academic law libraries.
The survey measured three areas:
Using a scale of 1 - 9, survey respondents rated their minimum, desired and perceived expectations on questions that covered all three areas. This format helped us to determine which areas are most important to library users and also to identify areas where we need to improve .
The survey responses are divided by user type: law student, faculty, and law library staff. Following are some survey data, taken from the student results.
222 law students completed the survey, nearly 23% of the law student population. First, second, and third year classes were equally represented. Only 1% of fourth year students completed the survey. 177 day students completed the survey; 45 evening students completed the survey.
99 students chose to make comments at their completion of the survey: 77 were day students and 22 were evening students.
50% of the student respondents use the library on a daily basis, while another 36.4% use the library on a weekly basis. 9% report using the library's web page on a daily basis, but 38.2% use the library's web page on a weekly basis.
On a scale of 1-9, the library was rated most highly in the area of Affect of Service (7.3). Information Control was rated 7.08 and Library as Place was rated 7.03. All three areas were rated above the minimum expected level (6.5 - 6.7). However, we did not meet the desired level of service (7.8 - 8.1) in any area.
Comparison to other law libraries
Our survey was conducted as part of a consortium (The Association of Jesuit Colleges and Universities Law Libraries). Twenty-three law libraries participated, including Georgetown University Law Library. In comparison to the consortium, the library's scores were above the average in all three areas. The library also scored above average in terms of general satisfaction.
DuFour Law Library High and Low Scores for Each Area
Comments and Suggestions Received
The library has taken a number of immediate actions in response to survey results and comments:
Additional Comments and Library Response
The library chose LibQual+ as our survey tool for several reasons:
The library will continue to analyze the LibQual+ survey results and consider additional improvements to service. We appreciate the comments and insight provided by the survey respondents. Thank you all for taking the time to rate the library and help us to improve the quality of our services. Questions and comments may be directed to Frances Brillantine.