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									What is LibQUAL?                                   a. your minimum acceptable level of service;
                                                   b. the level of service you personally desire;
LibQUAL is a web-based survey designed to
                                                   c. the level of service you believe the
measure the quality of library services based
                                                      Libraries currently provide.
on the perceptions of students and staff.
                                                   Why do the questions have three parts?
Why are UCT Libraries conducting LibQUAL?
                                                   By asking about minimum, desired, and
The Libraries are committed to improving your
                                                   perceived service levels, LibQUAL lets us see
library services. Better understanding your
                                                   where library services are below the minimum
expectations will help us tailor those services
                                                   acceptable level; where they are better than
to your needs.
                                                   the minimum, but less than the desired level;
Who will participate?                              and even where they exceed expectations.

An invitation to take part in the survey will be   What do “minimum acceptable” and
emailed to a random sample of 8,000                “desired” service levels mean? Doesn’t
undergraduates, postgraduates, academics           everyone want the best possible service?
and PASS staff.
                                                   Different services are important to different
Can you participate if you’re not in the           people.
sample group?                                      Think of restaurants.
Yes. You can ask to participate by sending an      One that serves lousy food, has apathetic
email to: libqual@uctlib.uct.ac.za.                waiters, and is dirty would probably offer the
                                                   lowest level of service you could think of, or a
When is LibQUAL taking place?
                                                   “1” on a nine-point scale.
From 12 September to 30 September 2005.
                                                   A “9” on the same scale might represent the
How long is the LibQUAL Survey?                    kind of service offered at a five-star restaurant
                                                   that serves gourmet cuisine, has a maître d’,
The survey has 35 questions about library          attentive waiters, wine stewards, strolling
services and 9 questions about you, plus a box     violinists and a sumptuous décor.
for open-ended comments and suggestions.
                                                   Your minimum acceptable and desired service
It takes about 10 to 15 minutes to complete.       levels would probably fall somewhere between
                                                   these extremes—it’s for you to say.
Is the survey anonymous?
                                                   In the same way, you can decide for yourself
Yes. There is no way to link your answers to
                                                   how to rate library services based on your own
your identity.
                                                   needs, expectations, and experiences.
What are the questions about?
                                                   Besides better service, what’s in it for
The main questions are about three aspects of      you?
library service:
                                                   As an incentive to complete the LibQUAL
1. Service attitude of staff                       survey, the Libraries are offering you the
   (e.g. responsiveness, understanding,            chance to win one of three …
   courtesy)
2. Access to information
   (e.g. books, journals, electronic resources)
                                                   iPod minis!
3. Library as a place                              More info?
   (e.g. environment, quiet study space,
                                                   www.lib.uct.ac.za/libqual
   group study space).
                                                   Questions/Comments?
How does the survey work?
                                                   libqual@uctlib.uct.ac.za
For each of the main questions, you are asked
to rate, on a scale where “1” represents the       Busisiwe 650-3107 or William 650-3132
lowest level of service and “9” the highest:

								
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