What do they want now? Qualitative regrounding of the LibQUAL+® survey.Selena KillickLibrary Quality OfficerCranfield University

“only customers judge quality; all other judgements are essentially irrelevant”

Zeithaml, V.A., Parasuraman, A. & Berry, L.L., 1990. Delivering Quality Service, The Free Press, New York.

Shavar Ross, Someone Else, August 5, 2005 via Flickr, Creative Commons Attribution

Needham, A. 2007. The Spice Girls just wannabe back [Photograph]. [Online]. Available at: http://www.guardian.co.uk/music/musicblog/2007/jun/28/thespicegirlsjustwannabeb [Accessed 8 August 2011].

Kelly Gifford, Stack of Books, February 10, 2007 via Flickr, Creative Commons Attribute.

Stack of Books

Brian Wilkins, iPhone 4, June 25, 2010 via Flickr, Creative Commons Attribute.Spencer E Holtaway, Twitter website screenshot, March 23, 2009 via Flickr, Creative Commons Attribute.Spencer E Holtaway, facebook website screenshot, March 23, 2009 via Flickr, Creative Commons Attribute.

Could you scan and email me the print

journal articles I need to save me from

having to come to the library?

h2g2. 2007. Is The Quality Of Things Getting Worse? [Photograph]. [Online]. Available at: http://www.bbc.co.uk/dna/h2g2/A19156133 [Accessed 8 August 2011].

I think different forms of electronic delivery are froth that

takes the library’s resources away from the important things,

such as having a proper collection of books.

Jordi Casañas, n.d., Jaume Fuster Library [Photograph]. In: Monsen, I. (ed). IFLA Section on Library Buildings and Equipment, Newsletter 2011 No 1. Available at: http://www.ifla.org/files/library-buildings-and-equipment/newsletters/2011-1-en.pdf

ex.libris, Studying, January 15, 2008 via Flickr, Creative Commons Attribute.Kennedy Library, Collaboration Rooms, June 12, 2009 via Flickr, Creative Commons Attribute.christopher Porter, Students Studying, January 12, 2006 via Flickr, Creative Commons Attribute.

h2g2. 2007. Is The Quality Of Things Getting Worse? [Photograph]. [Online]. Available at: http://www.bbc.co.uk/dna/h2g2/A19156133 [Accessed 8 August 2011].

I think of a proper library as being somewhere not far off death in

atmosphere, in that it’s quiet and people don’t talk much, because

that’s what you want as a working environment.

Svein Halvor Halvorsen, Cram time (winter+spring), May 12, 2008 via Flickr, Creative Commons Attribute.

Clemsonunivlibrary, Man, those beanbags sure are comfortable! August 1, 2011 Via Flickr, Creative Commons Attribute

Michael Sauers, Questions Answered, August 24, 2006 via Flickr, Creative Commons Attribute.

Chris Martin, sleeping kid in NSC, December 4, 2007 Via Flickr, Creative Commons Attribute

Facebook Poll: http://on.fb.me/jatsne

Print & eJournals

Easy Access

Access Tools

Modern Equipmen

t

Electronic

Information

Print Materials

Library Website

Remote Access

A library Web site enabling me to locate information on my own

Easy-to-use access tools that allow me to find things on my

own

Making information easily accessible for independent use

Print and/or electronic journal collections I require

for my work

The electronic information resources I need

The printed library materials I need for my

work

Hobvias Sudoneighm, Workstation, September 12, 2006 via Flickr, Creative Commons Attribute.

Making electronic resources accessible from my home or

office

Modern equipment that lets me easily access needed

information

Ed Yourdon, Bryant Park, late Apr 2009 - 23, April 25, 2009 Via Flickr, Creative Commons Attribute

Making electronic resources accessible from anywhere

Print & eJournals

Easy Access

Access Tools

Modern Equipmen

t

Electronic

Information

Print Materials

Library Website

Remote Access

Joanna Orpia, sorry we’re closed, January 1, 1980 Via Flickr, Creative Commons AttributeUBC Library, Library Training 5, October 1, 2009 Via Flickr, Creative Commons Attribute

Thank You!Selena Killicks.a.killick@cranfield.ac.ukTel: +44(0)1793 785561