Clarion University of Pennsylvania Welcome! We are committed to improving your library services. Better understanding your expectations will help us tailor those services to your needs. We are conducting this survey to measure library service quality and identify best practices through the Association of Research Libraries' LibQUAL+® program. Please answer all items. Thank you for your participation! Please rate the following statements (1 is lowest, 9 is highest) by indicating: Minimum -- the number that represents the minimum level of service that you would find acceptable Desired -- the number that represents the level of service that you personally want Perceived -- the number that represents the level of service that you believe our library currently provides For each item, you must EITHER rate the item in all three columns OR identify the item as "N/A" (not applicable). Selecting "N/A" will override all other answers for that item. My Minimum Service Level Is When it comes to... Low My Desired Service Level Is Perceived Service Performance Is High Low High Low High N/A 1) Employees who instill confidence in users 2) Making electronic resources accessible from my home or office 3) Library space that inspires study and learning 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 N/A 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 N/A 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 N/A 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 N/A 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 N/A 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 N/A 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 N/A 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 N/A 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 N/A 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 N/A 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 N/A 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 N/A 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 N/A 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 N/A 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 N/A 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 N/A 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 N/A 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 N/A 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 N/A 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 N/A 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 N/A 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 N/A 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 N/A 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 N/A 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 N/A 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 N/A 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 N/A 4) Giving users individual attention 5) Alibrary Web site enabling me to locate information on my own 6) Availability of assistance to improve my research skills 7) Employees who are consistently courteous 8) The printed library materials I need for my work 9) Quiet space for individual activities 10) Readiness to respond to users' questions 11) The electronic information resources I need 12) Availability of assistance in addressing issues of copyright and plagiarism 13) Employees who have the knowledge to answer user questions 14) Reliable mix of technology to help me complete my work 15) Acomfortable and inviting location 16) Employees who deal with users in a caring fashion 17) Modern equipment that lets me easily access needed information 18) Library materials available when and where I need them 19) Employees who understand the needs of their users 20) Easy-to-use access tools that allow me to find things on my own 21) Agetaway for study, learning, or research 22) Willingness to help users 23) Making information easily accessible for independent use 24) Print and/or electronic journal collections I require for my work 25) Community space for group learning and group study 26) Access to materials from other libraries (Interlibrary Loan) 27) Dependability in handling users' service problems Please indicate the degree to which you agree with the following statements: 28) The library helps me stay abreast of developments in my field(s) of interest. 1 2 3 4 5 6 Strongly Disagree 7 8 9 Strongly Agree 29) The library aids my advancement in my academic discipline or work. 1 2 3 4 5 6 Strongly Disagree 7 8 9 Strongly Agree 30) The library enables me to be more efficient in my academic pursuits or work. 1 2 3 4 5 6 Strongly Disagree 7 8 9 Strongly Agree 31) The library helps me distinguish between trustworthy and untrustworthy information. 1 2 3 4 5 6 Strongly Disagree 7 8 9 Strongly Agree 32) The library provides me with the information skills I need in my work or study. 1 2 3 4 Strongly Disagree 5 6 7 8 9 Strongly Agree 33) In general, I am satisfied with the way in which I am treated at the library. 1 2 3 4 5 6 Strongly Disagree 7 8 9 Strongly Agree 34) In general, I am satisfied with library support for my learning, research, and/or teaching needs. 1 2 3 4 5 6 Strongly Disagree 7 8 9 Strongly Agree 35) How would you rate the overall quality of the service provided by the library? 1 2 3 Extremely Poor 4 5 6 7 8 9 Extremely Good Please indicate your library usage patterns: 36) How often do you use resources on library premises? Daily Weekly Monthly Quarterly Never 37) How often do you access library resources through a library Web page? Daily Weekly Monthly Quarterly Never 38) How often do you use Yahoo(TM), Google(TM), or non-library gateways for information? Daily Weekly Monthly Quarterly Never Please answer a few questions about yourself: 39) Age: Under 18 18 - 22 23 - 30 31 - 45 46 - 65 Over 65 40) Sex: Female Male 41) Discipline: Biological Sciences Business Administration (All majors) Communication Science & Disorders Computer/Information Science Criminal Justice Education/Human Services Engineering/Industrial Technology English Environmental Sciences History Liberal Studies Library Science Mass Media Arts, Journalism, & Communication Mathematics Modern Languages Nursing and Allied Health Other Physical Sciences/Chemistry Political Science, Sociology, Philosophy Psychology Social Sciences Undecided Visual/Performing Arts 42) Position: (Select the ONE option that best describes you.) Undergraduate Graduate Faculty Library Staff Staff 43) Please enter any comments about library services in the box below: 44) Enter your e-mail address if you would like to enter an optional drawing for a prize. Your e-mail address will be kept confidential and will not be linked to your survey responses. (Not Required) If you have any questions email the Survey Webmaster. First year Second year Third year Fourth year Fifth year and above Non-degree Masters Doctoral Non-degree or Undecided Professor Associate Professor Assistant Professor Lecturer Adjunct Faculty Other Academic Status Administrator Manager, Head of Unit Public Services Systems Technical Services Other Research Staff Other Staff Positions