Section A

Section A Directions:
 
Ideal Library:Think about the ideal library that would deliver excellent services. Then 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. Although we would like you to respond about the Yale University Library as a whole, don't hesitate to reply to any question based on your familiarity with only one library unit. For each statement, please show the extent to which you believe Yale's libraries overall 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.

 

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 course work

d. Meet research needs

e. Satisfy recreational reading needs

3. Materials that are requested:

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 computer "desktops"

4. When a reader requests materials, he or she is told how long they will take to arrive:

a. From restricted collections

b. Through interlibrary loan (ILL)

5. Within the library, one 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 readers 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 needed

9. The library Web site:

a. Is attractive

b. Is easy to navigate

c. Enables access to 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 needed

c. Courteous

d. Expert in finding general information

e. Expert in the literature of academic disciplines

12. Library staff help readers:

a. Learn how to find information

b. Identify resources they need

c. Retrieve resources they need

d. Organize information they 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 readers

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 you think each of these features is when you evaluate a library's quality of service.

Please allocate a total of 100 points among the five features according to how important you think 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?
7.	Which ONE feature among the above five is LEAST important?
8.	Is there anything not included in these five features that you find important in evaluating the quality of library service?
	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.	How long have you worked in the Yale University Library, rounding off to the closest year?
	Less than 2 years.
	2 - 5 years.
	6 - 10 years.
	Over 10 years.

3.	How often during the past 3 months have you directly communicated with a Yale faculty member while performing your library job responsibilities?
	Never
	1 to 5 times.
	6 to 10 times.
	Over 10 times.
4.	In which Library do you work?
	Sterling Memorial - Music - Cross Campus - LSF
	Arts - Drama - Classics - Visual Resources - BAC
	Kline - Engineering - Geology - Chemistry - Forestry - Math
	Medical - EPH - Nursing
	Social Sciences - Mudd - Statistics
	Divinity
	Beinecke - Walpole
	Law
	Other:
5.	Please share any other comments about service quality in libraries.

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