Director of Statistics and Service Quality Programs
Association of Research Libraries
|C. Colleen Cook
Dean of University Libraries
Texas A&M University
Distinguished Professor, Dept. of Educational Psychology
Texas A&M University
Using data provided by almost 300,000 library users who completed the LibQUAL+™ survey in 2003, 2004, and 2005, the panelists will discuss the findings from on-premises library vs. Google™-like information gateway usage patterns and perceptions across time and cultures and engage participants in understanding the challenges and opportunities libraries face. In particular, panel presenters will discuss differences in the use by undergraduates, graduate students/postgraduates, and faculty of on-premise versus non-library information gateways across time and across international regions. They will also identify what differences, if any, there are in perceptions of library service quality across user types reflecting different on-premise and Internet gateway usage frequencies. This panel will shed light on information use trends and patterns around the world using the extensive LibQUAL+™ database. LibQUAL+™ is a total market survey designed to help librarians understand user perceptions, and thereby improve service quality and better meet user information needs. It has been used to collect data from more than 600,000 users at more than 800 institutions. It has been used across the world in the United States, Canada, Australia, England, France, Ireland, Scotland, the Netherlands, Switzerland, Denmark, Finland, Sweden, Egypt, the United Arab Emirates, and South Africa.
Recent debates over the role of Google™ and other search engines have captured the imagination of the press, librarians and information providers in general. This panel is moving beyond impressions by relying on real data from hundreds of thousands of users that identify differences across user groups on how library premises and search engines are used. The goal is to inspire discussion and engage the participants in thinking about what these trends mean for future library service delivery.
Handout (MS Word)