Home > Libraries > LibQUAL+™ > Survey FAQ

Survey FAQ

LibQUAL+ Survey FAQ - University at Buffalo Libraries

1) What is LibQUAL+ ?

LibQUAL+ is a nationwide research and development project undertaken to define and measure library service quality across institutions and to create useful quality-assessment tools to aid each participating library in planning for the future.

The LibQUAL+ project is currently using an instrument designed to measure how library users perceive the quality of service they receive. This tool identifies gaps between the perceived, desired and minimally acceptable levels of library service in a number of categories. The LibQUAL+ project is sponsored by the Association of Research Libraries (ARL).

2) Why was LibQUAL+ developed?

In conjunction with other research libraries, we want to assess our performance based on our users' perceptions of the quality of service we deliver instead of simple metrics such as user counts, numbers of books circulated, number of computer workstations provided and collection size.

3) How many libraries are involved in LibQUAL+?

The Spring 2004 survey effort involves more than 200 libraries including UB's core campus libraries and the Health Sciences Library.

4) How will I benefit from completing the survey?

We will learn how you feel about the quality of library service we provide. Your input, along with others, will be used to focus our attention on those specific service areas which are most in need of improvement. Your honest opinions will guide us in our ongoing efforts to improve our service to everyone.

The Libraries responded to the results of LibQUAL 2002 with many projects, including improvements to access services, library hours, and other issues which respondents indicated as of interest and important. A summary of actions taken in reponse to LibQUAL 2002 is available at http://ublib.buffalo.edu/libraries/LibQUAL/actions.html

5) How did you come to choose me?

We randomly selected a number of the e-mail addresses of UB faculty and students. We then sent e-mail messages to that group encouraging each recipient to complete the survey on the Web.

6) What kinds of questions are you asking?

There are three types of questions in the survey:

27 General statements asking you to rate a series of library services by clicking radio buttons to indicate:
- The number that represents the minimum level of service that you would find acceptable. ( Minimum )
- The number that represents the level of service that you personally want for this item from the UB Libraries. ( Desired )
- The number that represents the level of service that you believe our library currently provides in this area. ( Perceived )
An open-ended question (text box) where you can write in specific comments or complaints in your own words. Comments may be used in full or part in survey follow-up activities, including reports and promotional materials.
Demographic data such as age, sex, discipline and position at the University. This will enable us to analyze the results by category and to make sure that the replies are representative of the university population as a whole.

7) How long will this survey take?

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

8) How many messages will a person receive?

Participants will receive a total of three e-mail messages

A general message announcing the survey and explaining its purpose. This message will contain a Web link (URL) to the survey itself located on a server at Texas A&M University.
Two brief reminder messages asking participants to complete the survey if they have not already done so.

9) If I reply to the survey, will I still receive reminder messages?

Sorry, but yes you will. Since replies to the survey have all identification information deleted before saving the data, we have no way of knowing who has completed the survey and who has not, so we are sending these brief reminders to everyone.

10) Are the survey responses confidential?

Yes, absolutely. We are taking every measure possible to protect the privacy of participants. Survey data are stored on a secure server at Texas A&M University, which is located behind a secure firewall. Although some identification information is captured, such as the respondent's network address, this very indirect information would be difficult to trace back to an individual. The LibQUAL+ approach to confidentiality is guided by the ethical standards of the American Psychological Association (see http://www.apa.org/ethics/code.html , note section 5).

11) Will the survey store "cookies" on my computer?

Cookies were once used with the LibQUAL+ survey (2002 survey and earlier), but are no longer used. For the current survey, the behind-the-scenes programming has been written for maximum efficiency, stability, and compatibility, and the survey does not rely on erratically supported features such as JavaScript and cookies.

12) 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.

13) What if my browser has problems opening the survey?

You may be using a browser that is too old for the survey to function properly. The survey runs best on Internet Explorer Version 4 or later or Netscape Navigator version 4.7 or higher.

You may need to clear your cache before beginning. If you use AOL as your Internet service provider, you may have better luck doing the survey from a library computer.

14) What if I get an error message stating my browser does not have "cookies" enabled?

As noted in a prior question, the software for this Web-based survey does require the use of cookies and you will need to configure your browser to accept them. Should you encounter this error, first set your browser preferences to accept cookies. Here's how to do this:

If you use Netscape - Click on the Edit Menu , select Preferences , select Advanced , and choose "Accept all cookies".
If you use Internet Explorer - Click on the Tools Menu , select Internet Options , click on the Security tab, click the Custom Level button, select Enable for the two options under Cookies.

Then exit the browser and restart the survey.

15) What if I receive an error message stating that a variable is undefined?

This is a timeout problem. If the survey is left incomplete for more than an hour, it will timeout. Start over and complete the survey without taking a break.

16) Can I participate without using the Web form?

Yes, if you wish. Contact one of the individuals listed below if you need a paper copy of the survey form.

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

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

To see the reports from 2002, visit these links:
SUNY Buffalo report (format: PDF, file size: 495K)
SUNY Buffalo - Health Sciences Library report (format: PDF, file size: 534K)

18) Where can I find more information online?

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

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

If you are having trouble with the survey or have questions, please contact:

Karen Smith in the Arts and Sciences Library (108 Lockwood Library),
at 645-2814 ext. 454 or via email: kfsmith@buffalo.edu

Amy Lyons in the Health Sciences Library, at 829-3900 ext.131 .