The University of Alabama
LibQUAL+ 2004 Analysis and Action Report
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Appendix 1:  Selected Actions Taken May 2004-April 2005
In Response to LibQUAL+ 2004 Survey Findings


AFFECT OF SERVICE/CUSTOMER SERVICE

  1. Provided additional customer service training for all library employees.
  2. Provided more in-depth training for library student workers to make certain that if a student cannot answer a question, he/she knows what to do.
  3. Made certain that library employees tell the user what action has been taken to solve service problems.
  4. Encouraged library departments to make as a regular part of their staff meetings a discussion/examination of at least one way to improve customer service (a customer service "Topic of the Week").
  5. Reinstated required Libraries-wide orientation sessions for all library student assistants beginning in Fall 2004. 
  6. Reinstated annual workshop for supervisors of student assistants.
     

INFORMATION CONTROL AND ACCESS TO INFORMATION

A. Collections

  1. Identified collection needs by evaluating collections, analyzing survey data and comments, and talking directly with users.
  2. Provided an easily-accessible form for requesting the purchase of books and journals on the Web site.
  3. Used focus groups to find out from faculty how the library can make it easier for them to request the materials they need.
  4. Provided better publicity, information, and instruction about what is in the collections.
  5. Worked with selectors to improve collections and resources in specific areas mentioned.
  6. Publicized the fact in multiple venues and to various user groups that the University Libraries has full access to ScienceDirect.  
  7. Explored making BNA Tax Portfolios in Bruno available remotely.
  8. Purchased undergraduate books referenced in science/engineering courses. 
  9. Added online subscriptions to Science and Nature 
  10. Added more copies of books which have high circulation in Rodgers. 
  11. Acquired SAE (Society of Automotive Engineers) papers online.

 

B. Interlibrary Loan/Document Delivery

  1. Made plans for Fall 2005 upgrade to the new version of ILLiad to reduce turnaround time for materials from other ILLiad libraries and so that articles can be sent electronically to individuals making the request.
  2. Customized ILLiad user interface to incorporate UA Libraries information.
  3. Added new FAQs (Frequently Asked Questions) on the Libraries Web pages to explain interlibrary loan/document delivery services.
  4. Provided training for library employees about document delivery options, e.g. interlibrary loan, KUDZU, Universal Borrowing, and Ingenta.
  5. Added FAQ on Web site that states clearly that an ID is required to pick up ILL materials.   
  6. Put procedure in place to ensure that individuals are informed as to the reason why a specific ILL (interlibrary loan) request cannot be filled.

 

C. Web Site and Web Pages

  1. Unveiled the new library Web site.
  2. Conducted a focus group about the Libraries' new Web presence.
  3. Used the comments from users to the Webmaster to make improvements in the navigability of the library's Web pages.
  4. Added a questions/suggestions/comments box to the Web pages.

 

D. Finding Information and Access to Information

  1. Evaluated the access tools which are a part of the new Web site.
  2. Identified journal titles that offer a remote access option.
  3. Provided more instruction, tutorials, guides, and signs.
  4. Facilitated use of personal laptops via wireless network in the Libraries by providing help with log-on and initial connection process.
  5. Developed and posted on the Web site an FAQ with instructions on how to find all the different types of reserve materials.  

 

E. Accuracy in Library Records (Catalog, Borrowing, & Overdue)

  1. Established procedure to run lost/missing report and update catalog records regularly.
  2. Corrected the catalog records for microforms housed in the Annex.
  3. Continued work on a long-term project to classify the uncataloged items and, hence, make those materials available to users.
  4. Began inventories of the collections in Bruno, Gorgas, and McLure libraries.

 

F. Circulation Policies/Privileges/Issues: 

  1. Encouraged faculty to return long overdue books.
  2. Mounted "trace" form on the Web site.
  3. Provided better signage in stacks areas making it easier to find materials.
  4. Developed print materials explaining fines and distributed those items at all service desks, focusing on the beginning of each semester.
  5. Provided online instruction for faculty and graduate students on how to request  materials from the Annex for use by their classes,
  6. Revised procedure so that a book cover will not be displayed in Gorgas Library until the title is cataloged and the book is on the shelf.
  7. Examined and modified procedures for checking in and checking out materials
  8. Developed and posted FAQ on Web site about the Library Annex, specifically addressing questions regarding staffing, onsite use, and number of items that can be requested at any one time.

 

G. Technology

  1. Added problem report Web page to EZProxy login screen. 
  2. Solved problems users were having with the"save" function on public workstations 
  3. Publicized more widely the following facts: a) All libraries have public computers with Microsoft Office and other productivity software.   b) There is wireless Internet access in all the libraries.  c) Copiers in the Gorgas Copy Center take cash.  
  4. Added FAQ on Web site explaining the use of SSN in login (WebVoyage, EZProxy, etc.).

LIBRARY AS PLACE

 

A. Security

  1. Added a security desk on the first floor of Gorgas Library that is staffed all hours the library is open.  
  2. Put in place procedure to check all floors of Gorgas Library regularly throughout the day and evening hours.  
  3. Staff the Gorgas Circulation Desk with regular staff members until late every night.  

 

B. Group Study Rooms

  1. Added signs clarifying guidelines about use of group study rooms as well as information on what to do when the guidelines are not being followed. 
  2. Affirmed that, if a group is waiting to use a study room, a single individual may not "save" that group study room for another group that has not yet arrived.
  3. Posted sign in group study rooms in Bruno explaining that users have the option to ask staff for assistance.

 

C. Gorgas Microforms Area

  1. Added information to the Web site explaining that Microfilm listed in the catalog as located in the Annex may be requested from the Annex. 
  2. Added signage concerning adjusting lighting levels in the Gorgas microforms area.
  3. Added tables/carts in microforms area in Gorgas Library.

 

D. Quiet Study Areas

  1. Publicized the availability of the silent study area in Bruno.
  2. Replaced the humming light fixture in Bruno Library.

 

E. Noise Levels

  1. Explored ways to lower noise level in the library buildings, especially noise attributable to library employees.
  2. Greased squeaky book trucks in Rodgers. 

 

F. Other

  1. Provided additional individual spaces for study.
  2. Made stacks areas less confusing to users by rearranging materials and providing better directional signs.
  3. Continued to enhance the aesthetic nature of the environment in Gorgas Library (especially using pictures/photos/art and color).
  4. Increased number and variety of signs that indicate library hours.
  5. Repositioned some of the study tables in Gorgas Library so that they are close to electrical outlets.
  6. Developed Rodgers Library floor plan guide. 


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