Section A Directions:
 
Ideal Library: Based on your experiences as a user of library services, please think about the ideal kind of
library that would deliver excellent services. Please indicate the extent to which you think such a library should
possess the feature described by each of the statements listed below. If you feel a feature is "of no importance" for
excellent libraries, mark the number "1" for "strongly disagree". On the other hand, if you feel a feature is "of
highest importance" for excellent libraries, mark "7" for "strongly agree." If your feelings are less strong,
mark the number in the middle that corresponds to your feelings. If you have "no opinion," please skip the
statement.
 
Yale University Library: The same set of statements relates to your feelings about the services offered by the Yale
University Library. For each statement, please show the extent to which you believe Yale's libraries have the feature
described by the statement. Marking a "1" means that you "strongly disagree" that the libraries have the
feature and marking a "7" means that you "strongly agree." You may mark any of the numbers in the middle that reflect
your feelings. If you have "no opinion," please skip this statement.
 
There are no right or wrong answers. We are interested in a number that truly conveys your feelings regarding excellent
service quality in libraries. Your responses will be strictly anonymous.
 

Please enter the code from your postcard or letter.  
The code can be found above your name on the mailing label or in the right-hand corner of your questionnaire, if you received one.

In Ideal Library

In Yale Libraries

Strongly Disagree

Strongly StrAgree

Strongly Disagree

Strongly StrAgree

1

2

3

4

5

6

7

1

2

3

4

5

6

7

1. It is easy to:

a. Find out in advance when the library is open

b. Find materials in the building

c. Browse collections in the stacks

d. Renew a book borrowed from the library

2. Library materials:

a. Are in their proper places on the shelves

b. Are re-shelved promptly

c. Support my course work

d. Meet my research needs

e. Satisfy my recreational reading needs

3. Materials I request:

a. From the off-campus shelving facility are delivered to a campus library within one day

b. Through interlibrary loan (ILL) are delivered to a campus library within one week

c. Are transmitted electronically to my computer "desktop"

4. When I request materials, I am told how long they will take to arrive:

a. From restricted collections

b. Through interlibrary loan (ILL)

5. Within the library, I can find:

a. Wireless access to the network

b. Computers to access the Web

c. Small group study areas

d. A place to eat

e. Quiet places to read

f. A place where current periodical issues are shelved together

g. Laser printers

h. Microform reader printers

i. Photocopiers in good working condition

j. Video cassette recorders/players

In Ideal Library

In Yale Libraries

Strongly Disagree

Strongly StrAgree

Strongly Disagree

Strongly StrAgree

1

2

3

4

5

6

7

1

2

3

4

5

6

7

6. Directional signs are helpful

7. When I need to go there:

a. The library is open

b. Study space is available

c. Special collection reading rooms are open

d. The reference desk is staffed

8. The online catalog:

a. Displays information that is easy to understand

b. Is an accurate source of information about all materials held by the library

c. Is easily accessible from outside the library building

d. Is available from computers in the library when I need it

9. The library Web site:

a. Is attractive

b. Is easy to navigate

c. Enables me to access a variety of electronic resources

d. Includes online request forms for services

10. The home page of the library Web site has a link:

a. To the online catalog

b. To renew books on loan

c. To ask a reference question

In Ideal Library

In Yale Libraries

Strongly Disagree

Strongly StrAgree

Strongly Disagree

Strongly StrAgree

1

2

3

4

5

6

7

1

2

3

4

5

6

7

11. Library staff are:

a. Approachable

b. Available when I need them

c. Courteous

d. Expert in finding general information

e. Expert in the literature of my discipline

12. Library staff help me:

a. Learn how to find information

b. Identify resources I need

c. Retrieve resources I need

d. Organize information I retrieve

13. Library operations and activities are highly efficient

14. The library nurtures excellent relationships within the campus community

15. Library resources are directed primarily to:

a. Building outstanding collections

b. Providing outstanding services to assist me

16. The library demonstrates a strong commitment to excellence

Section B Directions:
 
Listed below are five features pertaining to libraries and the services they offer. We would like to know how important
each of these features is to you when you evaluate a library's quality of service. Please allocate a total of 100 points
among the five features according to how important each feature is to you. The more important a feature is to you,
the more points you should allocate to it. Please be sure the points you allocate to the five features add up to 100.
 

1.	The appearance of the library's facilities, equipment, and communication materials	points
2.	The library's ability to perform promised services dependably and accurately	points
3.	The library's willingness to help readers and provide prompt services	points
4.	The knowledge and courtesy of the library staff and their ability to inspire trust and confidence	points
5.	The caring, individualized attention the library provides to its readers	points
	Total:	100  points

		1	2	3	4	5
6.	Which ONE feature among the above five is MOST important to you?
7.	Which ONE feature among the above five is LEAST important to you?
8.	Is there anything not included in these five features that you find important in evaluating the quality of service you receive?
	Yes  (please specify)
	No

Section C Directions:

Please answer a few more questions for us.

1.	Overall, to what extent, does the service provided by the Yale University library meet your expectations for an excellent library?
		Falls Short				Meets					Surpasses
		1	2	3	4	5	6	7	8	9	10

2.	Specifically, does any Yale University Library department or service merit a ranking of less then 7 on the above scale?
	Yes	If yes, which ones:
	No	Why?

3.	So far this semester, have you used a Yale University library? (If no, skip to question 6)
	Yes	No

4.

Which library have you used the most?

5.	Please estimate how many times you have used that library during this semester
	Daily	Less then once a week
	Several times a week	Other:
	Once a week

6.	What best describes you?
	Yale undergraduate student	Yale staff
	Yale graduate student	Other:
	Yale faculty

7.	What general category best describes your discipline?
	Behavioral and Social Sciences	Law
	Humanities	Undecided
	Medical and Health Sciences	Other:
	Physical Sciences

 :