Why Hold a Staff Library Summit?
Our intent in holding a staff library summit is to present the current state of library service quality to the Library community and to generate new ideas for change and improvement. What role should the library play in the future of the University? How can the library best contribute to teaching and learning? How can we advance the commitment of library staff to improving service quality?
We are seeking new perspectives to help improve the services we provide to the University community and introduce a discussion of the holistic nature of customer satisfaction. A customer's experience with any aspect of library service - at a service desk, with a reference librarian or a shelver, on the phone or online, with accounting or copier services - affects his or her overall view of the Libraries. One bad experience with any specific service function can forever discolor a user's view of the entire organization.
Roundtable discussions will examine service quality trends as reported through our LibQUAL+ survey data* over the past four years and generate ideas that will be used to improve services and to refine the Libraries strategic goals. The roundtable discussions will be organized around the service quality dimensions defined by the LibQUAL+ tool and participants will have the opportunity to comment on multiple aspects of service quality.
Specifically, we are seeking input to the following questions:
In what areas is the library performing below users' expectations? What do you think contributes to this performance? What do you suggest we do to improve service quality in these areas?
Are there areas in which the Libraries performance is getting worse? What can be done to stop the deterioration of service quality in these areas?
In what areas is the library performing at or above users' expectations? What do you think contributes to this performance?
In what areas do you think the library's performance is improving? What do you think contributes to this improvement?
What can the library do to become more relevant to users' and their work?
