Assessment in a Medium-Sized Academic Library: A Success Story

This case study demonstrates the positive changes that evolved from a series of assessment activities. It shows that even smaller libraries can conduct assessment, with the support of colleagues and the library administration. Librarians can take a proactive role rather than waiting for a mandate from college administration. Two years of LibQUAL+® survey results (2005 and 2008) were analyzed in depth using statistical correlation analyses. Following this, respondents’ comments were categorized by dimension and analyzed to detect correlations. The information collected was then used to track trends and highlight the strengths and weaknesses of the library through the eyes of its users. A comparison of the survey results showed an increase in perceived service in all dimensions. However, user expectations rose even faster, especially with regard to e-resources, equipment, and study space. Positive results about staff expertise and service attitudes demonstrated that users valued the personal attention and capabilities of the library staff. The study shows that a user survey is only the first step in an assessment process. Assessment can be effective only if follow-up actions are taken to address negative feedback and the actions then communicated to all stakeholders. While assessment has become a necessity for many libraries, small- and medium-sized libraries often shy away from it, due to limited resources. The Richard Stockton College Library undertook assessment in areas in which it could expect achievable results. Another outcome came in the form of additional resources, which narrowed the gap between library services and users needs.