northu05.wp1 8/30/05
Localized Survey Items -1-
RUNNING HEAD: Localized Survey Items
Using Localized Survey Items
to Augment Standardized Benchmarking Measures
Across User Groups: A LibQUAL+TM Study
Bruce Thompson
TexasA&MUniversity
and
BaylorCollege of Medicine (Houston)
Colleen Cook
TexasA&MUniversity
______
Paper presented at the 6th Northumbria International Conference on Performance Measures in Libraries and Information Services, Durham, England, Monday, August 22, 2005.
Using Localized Survey Items to Augment Standardized Benchmarking
Measures Across User Groups: A LibQUAL+TM Study
Several dozen journal articles have been published on the psychometric features (e.g., taxonometric analysis, Item Response Theory analysis, confirmatory factor analysis, commonality analysis) of the standardized benchmarking protocol called LibQUAL+TM. These articles have been published in journals such as College and Research Libraries, Educational and Psychological Measurement, IFLA Journal, Journal of Academic Librarianship, Journal of Library Administration, Library Administration & Management, Library Quarterly, Library Trends, Performance Measurement and Metrics, portal, and Structural Equation Modeling.
The protocol has been used as well as in various language variations in Canada, Australia, Egypt, England, France, Ireland, Scotland, Sweden, the Netherlands, South Africa, and the United Arab Emirates. Based on the experiences of staff at these 500+ libraries, several dozen journal articles also have been published by librarians regarding how they have used LibQUAL+TM data to improve library service quality (e.g., the recent book edited by Heath, Kyrillidou and Askew, the special issue of Performance Measurement and Metrics edited by Colleen Cook). However, the use of localized survey items to augment the LibQUAL+TM measure has not yet previously been detailed.
LibQUAL+TM consists of (a) 22 survey items and (b) a box in which survey participants provide open ended comments. These comments are a critical component of LibQUAL+TM, because ~40% of all survey participants provide these comments, which flesh out concerns, or provide constructive and specific suggestions for library improvement.
Libraries using LibQUAL+TM have the option of selecting items from a localized item pool. This optional 100+ items pool includes (a) all items originally developed as possible LibQUAL+TM items, or (b) all items that library consortia have written for previous administrations.
Here we analyze the correlations of scores on 87 localized items that 2004 participating libraries selected from the total localized item pool with scores on the three LibQUAL+ scales (i.e., Service Affect, Information Control, and Library as Place), and with LibQUAL+TM total scores. These analyses inform judgment as regards the psychometric qualities of the optional items, but also provide additional insight regarding the nature of LibQUAL+TM scale and total scores.
Rather than considering all eight language variations from the 2004 administration, here we only consider data provided by the 81,852 participants who completed the American English version of LibQUAL+TM. Specifically, we were interested in three research questions:
1.What are the product-moment correlations between the optional, augmentation items and scores on the three LibQUAL+TM subscales and LibQUAL+TM total scores?;
2.Which of the optional, augmentation items have been most commonly selected by LibQUAL+TM participants?; and
3.How comparable are the product-moment correlations across user groups (i.e., undergraduate students, graduate students, and faculty)?
Results
Tables 1 through 3 present the results associated with these three research questions. These results suggest three sets of conclusions.
First, the tabled results indicate that the optional, augmentation items are generally quite highly correlated with the LibQUAL+TM scores. However, the optional items are least correlated with scores on the Library as Place subscale.
The augmentation items most highly correlated with the LibQUAL+TM scores included items such as (a) L201PER, "Having the user's best interest at heart"; (b) L160PER, "Providing reliable access to resources"; and (c) L051PER, "Providing help when and where I need it." The augmentation items least highly correlated with the LibQUAL+TM scores included items such as (a) L227PER, "Personalization features in electronic resources"; (b) L188PER, "Browsing library materials in the stacks"; and (c) L175PER, "Convenient service hours."
Second, people tended to select augmentation items covering issues that are not the focus of the 22 core LibQUAL+TM items. Popular optional items were (a) L178PER, "Ability to navigate library Web pages"; (b) L171PER, "Making me aware of library resources"; (c) L172PER, "Teaching me how to locate, evaluate content"; (d) L053PER, "Teaching me how to access, evaluate materials"; (e) L175PER, "Convenient service hours", and (f) L173PER, "Efficient interlibrary loan/document delivery".
Third, the patterns of relationships between scores on the optional augmentation items and the LibQUAL+TM scores were reasonably comparable across the three library user groups. However, there was somewhat of a tendency for correlations with the Library as Place subscale to be a little higher in the undergraduate student group than in the other two user groups.
Implications
The primary implication of these findings is that LibQUAL+TM scores appear to be reasonably valid, because LibQUAL+TM scores are highly related to a diverse selection of items within the augmentation item pool. The augmentation items most and least correlated with LibQUAL+TM scores honors the view of LibQUAL+TM as focusing on Service Affect and Information Control concerns that dominate users' library-related concerns.
It is also interesting to note that the most popular optional augmentation items are not necessarily the items with scores most highly related to LibQUAL+TM scores, and indeed include an item (i.e., L175PER, "Convenient service hours") having one of the lowest correlations with LibQUAL+TM scores. It is also noteworthy that three of the most popular augmentation items deal with bibliographic instructional issues. Based on some of our work, library staff may feel that many users need bibliographic instruction, but users often feel that they can eventually locate the information that they require, and that is their usual preference, even when searches may be less than optimally efficient. Some users believe that they acquire improved bibliographic search skills via their struggles. As we have noted previously, many users are like the proverbial lost people on highways, who will only stop and ask for directions under the most dire circumstances.
Table 1
Correlations (and n's) Between Scores on Optional Augmentation
Items and LibQUAL+TM Subscale and Total Scores of Undergraduate
Students
Subscale
Service Library Information Total
Item Affect as Place Control Score
L003per .5221 .5109 .6555 .6365
(377) (377) (377) (377)
L004per .4616 .3651 .5259 .5371
(2630) (2630) (2630) (2630)
L005per .5550 .4890 .7120 .6670
(754) (754) (754) (754)
L006per .5637 .4690 .6278 .6317
(3952) (3952) (3952) (3952)
L007per .5489 .3981 .5157 .5829
(2544) (2544) (2544) (2544)
L009per .6887 .5054 .7034 .7432
(338) (338) (338) (338)
L010per .7996 .4279 .6647 .7620
(328) (328) (328) (328)
L011per .5375 .7292 .5762 .6782
(750) (750) (750) (750)
L012per .7128 .5604 .7738 .7876
(310) (310) (310) (310)
L013per .5727 .4679 .7120 .6508
(130) (130) (130) (130)
L050per .5721 .5331 .7451 .6999
(1025) (1025) (1025) (1025)
L051per .7639 .5434 .6447 .7557
(3301) (3301) (3301) (3301)
L052per .7046 .4974 .7015 .7319
(1355) (1355) (1355) (1355)
L053per .6541 .4282 .5997 .6603
(9113) (9113) (9113) (9113)
L054per .6129 .4989 .6211 .6615
(858) (858) (858) (858)
L058per .5309 .4381 .4977 .5530
(1921) (1921) (1921) (1921)
L059per .6461 .4940 .6584 .6888
(797) (797) (797) (797)
L074per .3954 .4170 .6589 .5834
(1596) (1596) (1596) (1596)
L076per .5570 .5070 .7219 .6868
(1629) (1629) (1629) (1629)
L078per .6493 .5725 .6775 .7077
(644) (644) (644) (644)
L079per .5380 .4664 .5569 .6019
(428) (428) (428) (428)
L080per .5783 .5434 .6275 .6403
(2745) (2745) (2745) (2745)
L081per .5384 .5979 .5690 .6474
(3468) (3468) (3468) (3468)
L089per .5061 .5474 .5871 .6076
(2043) (2043) (2043) (2043)
L090per .6694 .4088 .5506 .6340
(716) (716) (716) (716)
L091per .5604 .5777 .6066 .6427
(1172) (1172) (1172) (1172)
L092per .6409 .6563 .7593 .7666
(1749) (1749) (1749) (1749)
L093per .5332 .4420 .5416 .5800
(2376) (2376) (2376) (2376)
L094per .5086 .4909 .6107 .6245
(1353) (1353) (1353) (1353)
L095per .5582 .4480 .5679 .6066
(952) (952) (952) (952)
L096per .5673 .5188 .6134 .6324
(6769) (6769) (6769) (6769)
L097per .6157 .6200 .6318 .6785
(557) (557) (557) (557)
L110per .4898 .4996 .5617 .5870
(2837) (2837) (2837) (2837)
L111per .6045 .4914 .7227 .7005
(213) (213) (213) (213)
L113per .6543 .4940 .5890 .6607
(3519) (3519) (3519) (3519)
L114per .6173 .4504 .5403 .6217
(2995) (2995) (2995) (2995)
L159per .7046 .4970 .6213 .6921
(3294) (3294) (3294) (3294)
L160per .6354 .5829 .7736 .7652
(500) (500) (500) (500)
L161per .4582 .4500 .5052 .5579
(276) (276) (276) (276)
L162per .8188 .6755 .6969 .8122
( 6) ( 6) ( 6) ( 6)
L163per .6121 .6855 .6912 .7500
(642) (642) (642) (642)
L171per .6234 .5173 .6239 .6686
(10147) (10147) (10147) (10147)
L172per .6953 .5041 .6356 .7042
(9400) (9400) (9400) (9400)
L173per .5849 .4804 .6053 .6308
(7464) (7464) (7464) (7464)
L174per .5166 .3534 .5294 .5571
(622) (622) (622) (622)
L175per .3845 .3997 .4339 .4656
(8302) (8302) (8302) (8302)
L178per .5144 .4613 .6640 .6349
(10852) (10852) (10852) (10852)
L181per .5956 .8390 .5886 .7384
( 83) ( 83) ( 83) ( 83)
L184per .5046 .5495 .5205 .5896
(2334) (2334) (2334) (2334)
L185per .6164 .5283 .6879 .6994
(2223) (2223) (2223) (2223)
L186per .5097 .4620 .5333 .5709
(1913) (1913) (1913) (1913)
L188per .3892 .3836 .4449 .5148
(193) (193) (193) (193)
L190per .6220 .6146 .6902 .7033
(491) (491) (491) (491)
L191per .5862 .6553 .6569 .6861
(114) (114) (114) (114)
L192per .5784 .5457 .6410 .6697
(255) (255) (255) (255)
L193per .4419 .4923 .5189 .5458
(1611) (1611) (1611) (1611)
L197per .4012 .4059 .6076 .5648
(830) (830) (830) (830)
L198per .6276 .5386 .6730 .6956
(588) (588) (588) (588)
L201per .7735 .6268 .7136 .7848
(335) (335) (335) (335)
L202per .5555 .4833 .4512 .5777
(182) (182) (182) (182)
L203per .6881 .4884 .6162 .6866
(2244) (2244) (2244) (2244)
L204per .6939 .5484 .5931 .7057
(825) (825) (825) (825)
L205per .6863 .6659 .7003 .7454
(288) (288) (288) (288)
L206per .6007 .4124 .5472 .6203
(293) (293) (293) (293)
L208per .7659 .5367 .6626 .7446
(554) (554) (554) (554)
L209per .5761 .5672 .6183 .6797
(558) (558) (558) (558)
L212per .7339 .5616 .6949 .7491
(1647) (1647) (1647) (1647)
L213per .7459 .4727 .6682 .7554
(433) (433) (433) (433)
L214per .6081 .5662 .6401 .6933
(608) (608) (608) (608)
L219per .5760 .5209 .6163 .6590
(178) (178) (178) (178)
L220per .6959 .7556 .7859 .7945
(121) (121) (121) (121)
L221per .4773 .7491 .5575 .6675
(641) (641) (641) (641)
L223per .6401 .5479 .6073 .6812
(403) (403) (403) (403)
L224per .6010 .5050 .6111 .6486
(3818) (3818) (3818) (3818)
L225per .5605 .6923 .5461 .6516
(397) (397) (397) (397)
L227per .3973 .3673 .4316 .4967
(272) (272) (272) (272)
L266per .4743 .7439 .5580 .6571
(1052) (1052) (1052) (1052)
Table 2
Correlations (and n's) Between Scores on Optional Augmentation
Items and LibQUAL+TM Subscale and Total Scores of Graduate Students
Subscale
Service Library Information Total
Item Affect as Place Control Score
L003per .5003 .3685 .7247 .6345
(469) (469) (469) (469)
L004per .4577 .2602 .5475 .5240
(1303) (1303) (1303) (1303)
L005per .4712 .3872 .6780 .6143
(734) (734) (734) (734)
L006per .4742 .4157 .6075 .5999
(2237) (2237) (2237) (2237)
L007per .5354 .4190 .5218 .5920
(552) (552) (552) (552)
L009per .5418 .4519 .6554 .6620
(1277) (1277) (1277) (1277)
L010per .7176 .4669 .6304 .7216
(1302) (1302) (1302) (1302)
L011per .5043 .7068 .4875 .6234
(1293) (1293) (1293) (1293)
L012per .5653 .4692 .6790 .6825
(1022) (1022) (1022) (1022)
L013per .3279 .5518 .7884 .7107
( 72) ( 72) ( 72) ( 72)
L050per .5233 .3907 .7721 .6766
(676) (676) (676) (676)
L051per .7703 .4925 .6349 .7610
(2103) (2103) (2103) (2103)
L052per .6981 .4178 .6520 .7151
(359) (359) (359) (359)
L053per .6710 .3745 .5782 .6790
(4119) (4119) (4119) (4119)
L054per .6250 .4110 .5776 .6559
(256) (256) (256) (256)
L058per .5747 .3179 .5437 .5972
(870) (870) (870) (870)
L059per .5506 .3869 .6783 .6643
(662) (662) (662) (662)
L074per .3662 .2863 .6857 .5630
(907) (907) (907) (907)
L076per .5212 .4412 .7887 .7034
(1474) (1474) (1474) (1474)
L078per .5107 .4142 .6351 .6321
(132) (132) (132) (132)
L079per .5042 .2206 .4003 .4927
(226) (226) (226) (226)
L080per .4946 .4518 .5780 .5810
(1181) (1181) (1181) (1181)
L081per .5919 .5354 .6254 .7081
(765) (765) (765) (765)
L089per .4393 .5236 .5150 .5821
(706) (706) (706) (706)
L090per .7681 .3371 .5658 .7093
(107) (107) (107) (107)
L091per .4159 .5023 .3752 .4935
(404) (404) (404) (404)
L092per .6180 .5607 .7434 .7548
(966) (966) (966) (966)
L093per .5931 .4389 .5630 .6342
(1396) (1396) (1396) (1396)
L094per .3324 .4159 .6610 .5629
(308) (308) (308) (308)
L095per .6548 .3862 .6275 .6802
(247) (247) (247) (247)
L096per .5318 .4193 .6044 .6301
(2123) (2123) (2123) (2123)
L097per .5294 .4992 .3853 .5355
( 26) ( 26) ( 26) ( 26)
L110per .4219 .4277 .4691 .5199
(2415) (2415) (2415) (2415)
L111per .5867 .5189 .7182 .7011
(129) (129) (129) (129)
L113per .7089 .4645 .6043 .7121
(805) (805) (805) (805)
L114per .6207 .3438 .5427 .6318
(2944) (2944) (2944) (2944)
L159per .6791 .4165 .5846 .6729
(989) (989) (989) (989)
L160per .6676 .5099 .7207 .7617
(539) (539) (539) (539)
L161per .5679 .5142 .5689 .6203
(266) (266) (266) (266)
L162per .6574 .6955 .6422 .7832
( 19) ( 19) ( 19) ( 19)
L163per .6108 .6065 .6572 .7342
(662) (662) (662) (662)
L171per .6055 .4593 .5845 .6553
(4122) (4122) (4122) (4122)
L172per .6879 .4488 .6128 .7063
(4538) (4538) (4538) (4538)
L173per .5027 .3500 .5587 .5755
(3465) (3465) (3465) (3465)
L174per .4905 .5110 .4623 .5639
(204) (204) (204) (204)
L175per .3753 .4023 .4468 .4817
(4011) (4011) (4011) (4011)
L178per .5156 .3215 .6897 .6394
(4370) (4370) (4370) (4370)
L184per .4341 .5283 .4654 .5449
(1140) (1140) (1140) (1140)
L185per .5765 .3698 .6627 .6750
(1425) (1425) (1425) (1425)
L186per .4718 .3525 .4599 .5084
(1082) (1082) (1082) (1082)
L188per .3579 .2690 .4382 .4572
(393) (393) (393) (393)
L190per .4879 .4241 .7506 .6355
(117) (117) (117) (117)
L191per .2898 .4570 .6566 .5875
( 70) ( 70) ( 70) ( 70)
L192per .5769 .6025 .6480 .7108
(269) (269) (269) (269)
L193per .4212 .3477 .4500 .5096
(1208) (1208) (1208) (1208)
L197per .5490 .4142 .7325 .6867
(725) (725) (725) (725)
L198per .5626 .5238 .6989 .7028
(165) (165) (165) (165)
L202per .7091 .4071 .4697 .6745
(261) (261) (261) (261)
L203per .6352 .3967 .5140 .6360
(601) (601) (601) (601)
L204per .7299 .7308 .6292 .7772
( 44) ( 44) ( 44) ( 44)
L205per .6361 .5342 .6647 .6943
(270) (270) (270) (270)
L206per .5910 .5384 .5039 .6385
(281) (281) (281) (281)
L208per .7724 .5309 .5072 .7071
(278) (278) (278) (278)
L209per .5199 .4452 .5637 .6077
(578) (578) (578) (578)
L212per .7522 .4066 .6098 .7623
(307) (307) (307) (307)
L213per .7241 .4705 .5942 .7372
(118) (118) (118) (118)
L214per .5273 .4942 .6363 .6443
(211) (211) (211) (211)
L216per .6337 .5735 .7596 .7715
( 21) ( 21) ( 21) ( 21)
L219per .6533 .6102 .6223 .7016
(133) (133) (133) (133)
L221per .4342 .7674 .5211 .6640
(758) (758) (758) (758)
L223per .7072 .5663 .6549 .7622
(263) (263) (263) (263)
L224per .4726 .3051 .4849 .5111
(2121) (2121) (2121) (2121)
L225per .6001 .6632 .3218 .5948
( 49) ( 49) ( 49) ( 49)
L227per .3800 .4355 .3295 .4395
(200) (200) (200) (200)
L266per .4264 .7441 .4813 .6187
(782) (782) (782) (782)
Table 3
Correlations (and n's) Between Scores on Optional Augmentation
Items and LibQUAL+TM Subscale and Total Scores of Faculty
Subscale
Service Library Information Total
Item Affect as Place Control Score
L003per .4092 .2317 .6901 .5512
(140) (140) (140) (140)
L004per .4864 .3190 .5945 .5926
(847) (847) (847) (847)
L005per .5414 .4229 .8076 .7239
(228) (228) (228) (228)
L006per .5330 .3512 .6397 .6332
(1624) (1624) (1624) (1624)
L007per .6007 .3669 .5854 .6412
(549) (549) (549) (549)
L009per .5899 .4269 .7008 .7014
(810) (810) (810) (810)
L010per .7218 .4643 .6316 .7281
(849) (849) (849) (849)
L011per .4272 .7088 .4694 .5895
(815) (815) (815) (815)
L012per .6036 .4954 .7073 .7326
(602) (602) (602) (602)
L013per .2805 .1529 .6178 .5206
( 48) ( 48) ( 48) ( 48)
L050per .5093 .3297 .7553 .6562
(546) (546) (546) (546)
L051per .8329 .3457 .7092 .8251
(1273) (1273) (1273) (1273)
L052per .7356 .4757 .6517 .7400
(255) (255) (255) (255)
L053per .6960 .4253 .6359 .7241
(2677) (2677) (2677) (2677)
L054per .6504 .3804 .6474 .6838
(323) (323) (323) (323)
L058per .6123 .4727 .5304 .6513
(838) (838) (838) (838)
L059per .5992 .3179 .6228 .6537
(468) (468) (468) (468)
L074per .4174 .2782 .7120 .5852
(987) (987) (987) (987)
L076per .5102 .3697 .7968 .6947
(925) (925) (925) (925)
L078per .4190 .5681 .6836 .6530
(130) (130) (130) (130)
L079per .5138 .5624 .5090 .5790
(141) (141) (141) (141)
L080per .5634 .5370 .5718 .6379
(668) (668) (668) (668)
L081per .6298 .5212 .6485 .7227
(1194) (1194) (1194) (1194)
L089per .5202 .4632 .6303 .6567
(691) (691) (691) (691)
L090per .7135 .2972 .5871 .6843
(242) (242) (242) (242)
L091per .3748 .4554 .3828 .4854
(276) (276) (276) (276)
L092per .6319 .4260 .6665 .7120
(586) (586) (586) (586)
L093per .5606 .3498 .5648 .6063
(1415) (1415) (1415) (1415)
L094per .4900 .4258 .7673 .6994
(215) (215) (215) (215)
L095per .6741 .3816 .6050 .6780
(285) (285) (285) (285)
L096per .4884 .3850 .5581 .5753
(1769) (1769) (1769) (1769)
L097per .4267 .4369 .3816 .5141
( 72) ( 72) ( 72) ( 72)
L110per .5371 .4197 .5440 .6168
(1113) (1113) (1113) (1113)
L111per .5039 .3788 .7956 .7102
( 56) ( 56) ( 56) ( 56)
L113per .6098 .2907 .5849 .6361
(1030) (1030) (1030) (1030)
L114per .6301 .3409 .5471 .6367
(1700) (1700) (1700) (1700)
L159per .6768 .3912 .6287 .7111
(733) (733) (733) (733)
L160per .7678 .4018 .8081 .8383
(318) (318) (318) (318)
L161per .4498 .5678 .4968 .5587
(241) (241) (241) (241)
L163per .6597 .5991 .6476 .7657
(384) (384) (384) (384)
L171per .6412 .3999 .6096 .6815
(3283) (3283) (3283) (3283)
L172per .7131 .4664 .6426 .7310
(3089) (3089) (3089) (3089)
L173per .5785 .3377 .6057 .6322
(2740) (2740) (2740) (2740)
L174per .5071 .4341 .4327 .5112
(157) (157) (157) (157)
L175per .4817 .3678 .5159 .5610
(2917) (2917) (2917) (2917)
L177per .6878 .5942 .9316 .8252
( 15) ( 15) ( 15) ( 15)
L178per .5231 .3289 .6872 .6283
(2953) (2953) (2953) (2953)
L181per .5334 .7857 .5735 .6848
( 18) ( 18) ( 18) ( 18)
L184per .4975 .4704 .4385 .5530
(1058) (1058) (1058) (1058)
L185per .5526 .4706 .6034 .6535
(856) (856) (856) (856)
L186per .5813 .3392 .5240 .6081
(1037) (1037) (1037) (1037)
L188per .4190 .4451 .4423 .4894
(137) (137) (137) (137)
L190per .4530 .5950 .7616 .6759
( 49) ( 49) ( 49) ( 49)
L191per .3409 .4884 .6710 .6325
( 53) ( 53) ( 53) ( 53)
L192per .5734 .5280 .5310 .6351
(206) (206) (206) (206)
L193per .4544 .3987 .4917 .5486
(752) (752) (752) (752)
L197per .4843 .3184 .7243 .6446
(583) (583) (583) (583)
L198per .6016 .4387 .7463 .7474
(131) (131) (131) (131)
L201per .8299 .8259 .7733 .8695
( 27) ( 27) ( 27) ( 27)
L202per .6977 .4972 .5301 .6951
(175) (175) (175) (175)
L203per .7030 .3148 .6090 .6893
(401) (401) (401) (401)
L204per .5987 .2932 .2078 .4443
( 51) ( 51) ( 51) ( 51)
L205per .6919 .3926 .7138 .7442
(186) (186) (186) (186)
L206per .6905 .3920 .6994 .7560
(185) (185) (185) (185)
L208per .7774 .4611 .6103 .7578
(325) (325) (325) (325)
L209per .5651 .3423 .5792 .6133
(199) (199) (199) (199)
L212per .8076 .4853 .6092 .7761
(638) (638) (638) (638)
L213per .7087 .3813 .5786 .6848
( 82) ( 82) ( 82) ( 82)
L214per .7135 .5062 .7269 .7827
(120) (120) (120) (120)
L216per .1772 .3983 .7436 .4989
( 25) ( 25) ( 25) ( 25)
L219per .5147 .2914 .6704 .6181
( 58) ( 58) ( 58) ( 58)
L220per .5928 .7774 .5908 .6880
( 61) ( 61) ( 61) ( 61)
L221per .5701 .7284 .6065 .6763
( 64) ( 64) ( 64) ( 64)
L223per .7085 .5516 .6349 .7412
(293) (293) (293) (293)
L224per .5513 .2934 .5359 .5809
(2013) (2013) (2013) (2013)
L225per .5237 .6090 .3820 .6014
( 68) ( 68) ( 68) ( 68)
L266per .3512 .7005 .4717 .5299
(107) (107) (107) (107)
Appendix
List of Ancillary Items
Variable Item
L003per Comprehensive collections of fulltext articles online
L004per Convenience of borrowing books from other colleges
L005per Ease of using library's online article indexes
L006per Availability of online help when using my library's electronic resources
L007per Informing me of useful library services
L009per Providing health information when and where I need it
L010per Employees teaching me how to access or manage information
L011per An environment that facilitates group study and problem solving
L012per Access to information resources that support patient care
L013per Having comprehensive electronic resources
L050per Ease of use of electronic resources
L051per Providing help when and where I need it
L052per Providing information that answers my questions
L053per Teaching me how to access, evaluate, and use information
L054per Making me aware of library services
L058per Library orientations / instruction sessions
L059per Online course support (readings, links, references)
L074per Collections of online fulltext articles sufficient to meet my needs
L076per Electronic resources matching my information needs
L078per Video and sound recording resources I need for my research
L079per Fine and replacement policies that are reasonable
L080per Access to rare and historical materials
L081per Contribution to the intellectual atmosphere of the campus
L089per Ready access to computers / Internet / software
L090per Library staff teaching me how to find information
L091per Using the library for recreation and popular materials
L092per Using the library for research
L093per Library keeping me informed about all of its services
L094per The magazine / periodical collections I need
L095per Timely fulfillment of reserve requests / holds
L096per The multimedia (CD / DVD / video / audio) collections I need
L097per An environment conducive to learning through classes, programs, activities, and meetings
L110per Access to photocopying and printing facilities
L111per The main texts and readings I need for my work
L112per Provision of information skills training
L113per Helpfulness in dealing with users' IT problems
L114per Availability of subject specialist assistance
L159per Librarians teaching me how to effectively use the electronically available databases, journals, and books
L160per Providing reliable access to resources when and where I need them
L161per Access to equipment that is not readily available in my department, e.g., scanners, CD burners, PDAs, syncing stations
L162per Providing access to resources that contribute to better clinical and management decision making
L163per A library environment that is hospitable and conducive to finding and using information
L171per Making me aware of library resources and services
L172per Teaching me how to locate, evaluate, and use information
L173per Efficient interlibrary loan / document delivery
L174per Easy access to archival materials (documents, manuscripts, and photos), particularly those of LDS origin
L175per Convenient service hours
L177per The right mix of easytouse tools to access legal and other scholarly content
L178per Ability to navigate library Web pages easily
L181per A haven for quiet and solitude
L184per A secure and safe place
L185per Access to archives, special collections
L186per Accuracy in the catalog, borrowing, and overdue records
L188per Browsing library materials in the stacks
L190per Complete runs of journal titles
L191per Comprehensive print collections
L192per Convenient access to library collections
L193per Convenient business hours
L197per Enabling me to find information myself 24 hours a day
L198per Facilitating selfdirected research
L201per Having the user's best interest at heart
L202per Improving libraryuse skills as a byproduct of seeking assistance from library staff
L203per Instruction in library use, when needed
L204per Instruction in library use, when requested
L205per Interdisciplinary library needs being addressed
L206per Keeping users informed about when services will be performed
L208per Librarians providing help that both assists in finding the information needed now, and improves skills useful in future information searches
L209per Library materials being available for browsing in open stacks
L212per Performing services right the first time
L213per Prompt service to users
L214per Providing direction to selfnavigate the library
L216per Providing search tools that permit me to work autonomously
L218per Providing services as promised
L219per Resources added to library collections on request
L220per Space for group / individual study and research needs
L221per Space that facilitates quiet study
L222per Tailoring a response to meet a particular request rather than teaching me more than I need to know
L223per Teaching me to find library resources myself
L224per Timely document delivery / interlibrary loan
L225per Visually appealing facilities
L227per Personalization features in the electronic library
L228per Personaliseringsmogelijkheden in de elektronische bibliotheek
L229per Instructie in bibliotheekgebruik, indien nodig
L230per Beschikbaarheid van hulp van informatiespecialisten
L231per Behulpzaamheid in het afhandelen van ITproblemen van gebruikers
L232per Mij informeren over nuttige diensten van de bibliotheek
L266per Space for students to study and work in groups