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LibQual+ at Glasgow University Library

Glasgow University Library aims to enhance services by leveraging user feedback, addressing budget concerns, and navigating external and internal political environments. The library provides convenient access, modern equipment, and electronic resources catered to the needs of undergraduate and post-graduate students, as well as academic and research staff. Additionally, the library actively engages in stealth marketing approaches to achieve win-win situations. The library's strategic outcomes are driven by the university's prestigious reputation, research quality, and commitment to the student experience.

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LibQual+ at Glasgow University Library

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  1. LibQual+ at Glasgow University Library Helen Durndell, Associate Director of Library Services Glasgow University Library

  2. Strategic Outcomes • External political environment • Internal political environment • Service development • Budget discussions • Stealth marketing (win-wins) Glasgow University Library

  3. University of Glasgow • research led, founded in 1451, has c.20K students studying in 10 Faculties, c.6K staff • Member of the Russell Group of major UK research-led universities • Founder member of Universitas 21 Glasgow University Library

  4. Benchmarking Culture • The most recent independent survey of research quality, the Research Assessment Exercise of 2001, reported that 96% of the University's research staff were producing research of international quality. • … build on the University's unique attainment of 16 Excellent and 14 Highly Satisfactory awards in the Teaching Quality Assessments conducted by the Scottish Higher Education Funding Council. Glasgow University Library

  5. 1. Political (External) • TQA, QE • QAA in Scotland - ELIR • Enhancing the student experience • ??RAE Glasgow University Library

  6. 2. Political (Internal) • High profile in capturing user feedback • Viewed as responsive to user needs Glasgow University Library

  7. 3. Service Development • Data to support service development • Ability to identify where not matching expectations • Check whether change has met need Glasgow University Library

  8. 4. Budget Discussions • Data to support case for increased materials funding • Data to support case for change in emphasis (towards e-provision) • Library refurbishment Glasgow University Library

  9. 5. Stealth Marketing‘Win-wins’ • E.g. PC replacement Glasgow University Library

  10. Listening to Undergraduate Students: • Convenient opening hours. • Quiet space to work. • Easy-to-use access tools. • Modern equipment to access information. • Access to electronic resources from home. Glasgow University Library

  11. Listening to Post-graduate Students: • Easy-to-use access tools. • Convenient opening hours. • Library web site providing access to information. • Electronic resources. • Print and/or electronic journals. Glasgow University Library

  12. Listening to Academic/research Staff: • Library web site providing access to information. • Access to electronic resources from home/office. • Print and/or electronic journals. • Electronic resources. • Timely document delivery/inter-library loan. Glasgow University Library

  13. What We’ve Done • New Web Services Administrator • Sunday morning opening • Increased late opening hours • Library refurbishment • VPN discussions • 200 PCs replaced, 179 new added… Glasgow University Library

  14. And • New signage • New furniture • Zoning • more… late opening hours • Failed (so far) to get extra funding for Elsevier backfiles Glasgow University Library

  15. The Power of Comments • 17 page University review report - Appendix 1 consists of a detailed comment from a student obtained via the LibQual+ survey Glasgow University Library

  16. Marketing Position • Status of library within university • Importance of national and international benchmarking Glasgow University Library

  17. Finally • Much more can be done! Helen Durndell h.durndell@lib.gla.ac.uk http://www.lib.gla.ac.uk/libqual/index.shtml Glasgow University Library

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