Our users are happy with the UWM Libraries, based on the results of a survey conducted during Spring 2004. The LibQUAL+ survey assessed the campus community’s perceptions of the Libraries' services and collections, as well as the library building as a place. Michelle Washington, Multicultural Studies Librarian, coordinated the implementation and the analysis of the survey. We received over 700 responses and the majority were positive, but some concerns were voiced. The Libraries have already taken steps to address some of these concerns.
A number of respondents, especially students, expressed interest in a comfortable study area with coffee in the Libraries. Thanks to UWM campus administration’s support, we recently opened “The Gathering Place @ your library” where the campus community can have a cup of coffee or a quick snack. The area in the East Wing has become an extension of the classroom for faculty, staff, and student interactions. Also, users are now welcome to bring beverages into the Libraries in spill-proof containers. Wireless access is now available throughout the Libraries.
Based on the comments received about service (“affect of service”), the majority of respondents are pleased with the level of service they received. We recognize there is always room for improvement, so we have initiated ongoing customer service training sessions with all the library staff, including student employees.
Results from the third area of measurement in the LibQUAL+ survey, “information control,” confirmed that the UWM community, particularly faculty, would like to see more print and electronic journals. We certainly understand growing research needs and the importance of access to resources but budget constraints limit our ability to purchase new titles. However, we have expanded our document delivery services to provide rapid, desktop delivery of articles. In the fall, as part of UW System Libraries initiative, we launched “Find It!” citation linking software to help locate full-text journal articles. In addition, “Find It!” provides an easier, more accurate way to request articles not owned by the UWM Libraries, by automatically filling in an ILL request form.
We wish to thank all our participants for their valuable comments and suggestions. These ideas will be a blueprint for our future planning. We are continuing to evaluate the results and will incorporate changes and improvements to our services in our strategic plan.
For more detailed information on the LibQUAL+ survey, please visit http://www.uwm.edu/Libraries/News/LibQUALhighlts.htm