2003 Service Quality Evaluation Academy
Program Overview
Today’s academic libraries face competition from alternative, cost-effective information providers. In light of this reality, it is imperative for libraries to seek means to ensure that their services meet and preferably exceed user expectations. A continuing program of assessment is essential to the development of a meaningful approach to meeting service goals. In addition, libraries are being held accountable by their parent institutions and accrediting bodies alike for their contribution to student learning, a contribution for which the traditional quantitative measurement of library collections is no longer appropriate, nor applicable, as a means of assessment.
The Service Quality Evaluation Academy addresses this community-wide need for new strategies and methods of library assessment by pursuing the following goals:
· to enhance the pool of librarians with advanced assessment skills by teaching quantitative and qualitative methods for assessing and improving outcomes and service quality;
· create an infrastructure for libraries to design and develop outcomes-based library assessment programs; and
· build capacity for assessment through advocating its use and providing model programs and projects to the broader library and museum communities.
The Academy is an intensive five-day program that focuses on both qualitative and quantitative methods for collecting and analyzing library service quality data. Although some of the training will be presented in the context of the ARL/TAMU LibQUAL+TM project, the program will emphasize basic concepts and skills in measurement and data analysis that will be applicable to service quality evaluations in general. There will be some time spent on relevant software skills, including the use of ATLAS.ti to analyze the content of interviews or responses to open-ended surveys and the use of SPSS for quantitative data analysis.
The Academy instructors are Colleen Cook, Executive Associate Dean and Wright Professor of Library Science at Texas A&M University, and Bruce Thompson, Professor and Distinguished Research Scholar at Texas A&M University and Adjunct Professor of Family and Community Medicine at Baylor College of Medicine.
Who Should Attend
The Service Quality Evaluation Academy is designed for librarians across library types and organizational structures with a strong commitment to service quality assessment efforts. The Academy is most appropriate for those who have direct responsibility for their library assessment efforts and show high potential for developing new and innovative assessment tools. It will also be useful for those who are regularly involved in senior level planning and decision-making that affects the entire library operation.
Nomination Process
Academy participants must be nominated by a library Director and each Director may nominate no more than three people. When a Director nominates more than one person, the nominations should be rank ordered. To maximize training impact and ensure the geographic diversity of the participants, first-ranked nominees will be admitted before any second-ranked nominees. Each nomination should also include the following materials to complete the application package:
· Nomination letter from library director
· 1-2 page description of possible assessment project including research questions of primary interest.
· 1 page statement of interest emphasizing assessment activities
· Curriculum Vitae
Please send applications to:
Consuella A. Askew
LibQUAL+ Program Specialist
Association of Research Libraries
21 Dupont Circle
Suite 800
Washington, DC 20036
e-mail:
Application packages will be accepted until Friday, March 14, 2003.
Selection of Candidates
Members of the Selection Committee, composed of academic and research library directors, will review candidate nominations and the selection of participants will be based on the following selection criteria:
· assessment experience as illustrated by applicant’s statement of interest
· assessment project that is “doable”
· demonstrated commitment to service quality assessment efforts; and,
· support of the participant’s institution as demonstrated by the nomination letter from the library director.
Location
The Academy classes are held at the Texas Engineering Extension Service, South Central Texas Regional Training Center in San Antonio, Texas.
Fee
The participation fee for this five-day event is $1,500 per participant. This covers the cost of tuition, all program and instructional materials, and daily refreshments.
Payment and Cancellation Policy
Full payment must be received within thirty days of acceptance into the Academy. Should you need to cancel your registration from the time you submit your payment until 2 months prior to the event, a $100 cancellation charge will be assessed. Cancellations made within 2 months of the event will not be honored and will not be refunded unless ARL is able to fill the vacated slot.
Travel and Accommodations
Participants are responsible for their own travel arrangements to and from the Academy. ARL has made arrangements with the St. Anthony Hotel in San Antonio:
Sleeping Room Rate*: $130-single; $140-double
St. Anthony Hotel
300 E. Travis Street
San Antonio, Texas 78205
Reservations: 210-227-4392
Fax: 210-227-0915
For more information about Wyndham's historic St. Anthony Hotel visit:
http://www.wyndham.com
*Make sure to identify yourself as part of the Association of Research Libraries group to receive this rate.