Binghamton University Libraries are using LibQUAL+™, a survey instrument developed by the Association of Research Libraries and Texas A&M University to measure our library users' perceptions of the quality of library service and to identify the most important areas for improvement for our users. User perception is measured in three general areas: access to information, personal control over the process, and library facilities and space.
The Libraries joined with other 510 libraries in the U.S. and abroad by participating in the LibQUAL+™ surveys in 2003 and 2004. Both years, we asked all university students, faculty and staff to respond to the questions and give written comments about the Libraries. In 2004, Binghamton University 850 library users responded: 541 undergraduates, 253 graduate students, 49 faculty, and 7 staff. The Libraries are very grateful to all who responded and gave their feedback on our services and resources.
We have implemented changes already and are looking at implementing additional changes and improvements suggested by the results of these two surveys. We will be developing additional means to research specific groups of users via focus groups and usability studies. Some documents related to the surveys are included below.