Oklahoma State University

OSU Library Survey, LibQUAL+® Lite, Frequently Asked Questions

Survey Dates: November 14, 2011 through December 5, 2011
Survey Population: All OSU-Stillwater full-time faculty, and graduate and professional students.

Prize Drawing: Graduate and professional students who complete the survey may elect to submit their email address for a prize drawing for one of five $100.00 checks. Survey incentives are funded from graduate student assessment fees.

Completing the Survey

What does the survey look like?
How long will the survey take?
Typically, it takes about five minutes to complete.
Can I skip any questions?
No, please do not skip any questions in the LibQUAL+® survey. If you don't want to answer a question or believe a question does not apply to you, select NA (not applicable).
If I can't finish the survey after I start it, will it remember my answers if I go back later to complete it?
No, it won't remember your answers. You will have to start all over again.
What if I use more than one library?
Answer the questions for the library that you use most often.
Are there incentives for participating?
Yes, for graduate and professional students, we will have a drawing for one of five $100.00 checks. Survey incentives are funded from graduate student assessment fees.
How do I enter the drawing?
When you complete the survey, you can key in your email address which will enter you into the drawing.
How can the survey results be confidential when respondents are asked to provide their e-mail address for the incentive prize drawings?
Although the network address and e-mail address of the respondent is captured, the respondent's privacy is protected in two ways. First, very indirect information about the computer being used to take the survey is captured; it would be difficult to use this information to trace the individual. Second, everything possible is done to separate personal information from survey responses. E-mail addresses are not saved with the responses and, once they are saved, there is no way to link an individual's responses to his or her e-mail address. This process ensures confidentiality when entering the incentive drawings.
Do my chances for prizes increase if I take the survey more than once?
No, your chances will not increase. There is no advantage to taking the survey multiple times.
When will the drawing occur?
Winners will be notified via email after the survey closes December 5. There will be an announcement on the library home page.
Who is selected to complete the survey?
All full-time faculty members at OSU-Stillwater and all graduate and professional students at OSU-Stillwater are in the survey population. Students who activated the Buckley flag, and library faculty and staff are not included.
How do I get the survey instrument?
Three email invitations will be sent: November 14, November 21, and November 28. The invitations will contain a link to the online survey.
If I prefer a paper copy of the survey instead of an online copy, can I still participate?
Yes, you can send an email request to librarysurvey@okstate.edu or request a paper copy of the survey in the Main Library Information/Reference Desk, 1st floor, or at the Government Documents Desk, 5th floor. The main desks at the branch libraries— Architecture, Curriculum Materials, and Veterinary Medicine also have paper copies available. The library will need to confirm that you are currently employed or enrolled at OSU-Stillwater.
I accidentally deleted the email invitation, can I still take the survey?
Yes, you can wait for the 2nd or 3rd email invitations, or send a request to librarysurvey@okstate.edu.
Why are reminders sent to respondents who already completed the survey?
Identifying information about the person who completed the survey is removed to protect the security and confidentiality of the responses. We cannot determine who has already completed the survey. That is why everyone in the survey group will receive an initial invitation and two reminders, even those who have already responded. Reminders are also sent because typically there is a positive correlation between the number of contacts made and the response rates in Web-based surveys.
How long will the survey be open?
The survey opens on November 14th and closes on December 5th.
Is the survey compatible with text-to-speech Web browsers?
Yes, the survey is compatible with the JAWS screen reader software.
What if I cannot open the URL from my email?
Try copying the URL and pasting it into your Web browser. If you still cannot access the survey, contact Karen Neurohr, Assessment Librarian, librarysurvey@okstate.edu or call 405.744.2376.

LibQUAL+® Survey Overview

What is the LibQUAL+® survey?
The survey is a library assessment tool offered by the Association of Research Libraries (ARL). Service quality has always been the focus of libraries. LibQUAL+® is a suite of services intended to provide a measure of the value of library service quality. The program's centerpiece is a rigorously tested Web-based survey bundled with training that helps libraries assess and improve library services, change organizational culture, and market the library. Since 2000, more than 1,200 libraries have participated in LibQUAL+®, including colleges and universities, community colleges, health sciences libraries, law libraries, and public libraries. LibQUAL+® has expanded internationally, with participating institutions in Africa, Asia, Australia, and Europe. Oklahoma State University is one of 162 institutions participating in the survey this year.
What is the format of the survey?
  • Nine core questions, with three scales for each question: your minimum service level, your desired service level, and your perceived service performance (9-point scale, low to high)
  • Four questions: general satisfaction and outcomes (9-point scale, strongly disagree to strongly agree)
  • Three questions: library and non-library gateway usage patterns (drop-down choices)
  • Five demographic questions: library used most often, age, gender, discipline, and position (drop-down choices)
  • One open-ended comments box
  • One box for entering your email address if you desire to enter the optional drawing for a prize
Why do some of the questions seem repetitive?
The survey measures user perceptions and expectations of library service quality in three dimensions: Affect of Service, Information Control, and Library as Place. To ensure validity of responses, each dimension may be assessed through more than one question.
What are the goals of the survey?
The goals of LibQUAL+® are to:
  • Foster a culture of excellence in providing library service
  • Help libraries better understand user perceptions of library service quality
  • Collect and interpret library user feedback systematically over time
  • Provide libraries with comparable assessment information from peer institutions
  • Identify best practices in library service
What response rate is typical for Web-based surveys?
Research indicates that Web-based surveys typically have low response rates (around 15-20 percent). Libraries that achieve response rates above 30% are considered libraries with high response rates for a Web-based survey.
How can I get more information about LibQUAL+®?

Survey Results

How will LibQUAL+® benefit library users?
LibQUAL+® gives our library users a chance to tell us where our services need improvement so we can respond to and better manage your expectations. Library administrators have successfully used LibQUAL+® survey data to identify best practices, analyze deficits, and effectively allocate resources.
What will be done with the survey results?
Survey data are transmitted directly from the LibQUAL+® server to a database. The data is then analyzed and reports are generated on how users perceive the quality of their service. Survey results will help the OSU Library to align services with user expectations. The LibQUAL+® survey responses we received at OSU in 2008 led to the following library improvements:
  • Increased numbers of electronic resources- books, journals, and databases, available anytime and anywhere
  • Easier accessibility to library materials with a new search interface
  • More computers and improved printing services with more printers and Express Print Stations
What information is shared with other institutions?
Participating institutions will have access to summary results only for all institutions, via a password-protected web site. Summary results allow for comparisons among peer institutions and all participating academic institutions. This will aid in developing benchmarks and understanding best practices across institutions. OSU students' comments from the open-ended comment section will be used for in-house library improvement and will not be accessible by other institutions.
Where and when will results be posted?
Information about the results will be posted on the OSU Library home page and announced in campus publications. We appreciate your feedback!
For additional information, contact Karen Neurohr, Assessment Librarian,
librarysurvey@okstate.edu or call 405.744.2376.