Letter of Information

FROM: Paul Wiens, University Librarian

SUBJECT: Queen's Library Service Quality Survey - Announcement

In developing and delivering library services, it is important that we understand our users' perceptions and expectations so that we can continue to be as responsive as possible to our users needs and focus our resources in areas that matter the most to you.  

To do this assessment Queen's Libraries will be carrying out a web-based survey called LibQUAL+.   LibQUAL+ is a respected survey method for measuring library users' perceptions of service quality, designed to identify gaps between desired, perceived and minimum expectations of service.   This survey is part of an international effort to develop effective measures of library service quality and identify best practices. By responding to the survey, you will provide essential information for us to use in planning our future.

In a few days, you will receive an email invitation to take the web-based survey.   If you wish to participate, click on the URL link in the message. If you prefer to complete the survey offline, you may print the survey form and send the completed copy to the Library at the address on the web site.

Participation in the survey is completely voluntary and you may elect to leave the survey incomplete.   None of your responses from the log-on period will be stored if you choose not to transmit the web form.   There are no known risks to participation in this survey.   The process is entirely confidential.   Neither your email address nor any other personal identification will be transmitted with your survey responses.   

The survey data will be stored at a secure server and will only be accessible to the Association for Research Libraries statisticians and the survey development research team.    The survey responses will be compiled and reported as aggregate scores.   The analyzed results will be posted on a Library web site.    The availability of the report will be announced to the University community.

When you receive the invitation, please take the time to go to the web survey and complete it.   The Library values your opinion.   Thank you.

If you would like further information about the survey, or have additional questions or concerns, please feel free to contact the survey coordinator, Sam Kalb at 533-2830, at kalbs@post.queensu.ca.   You may also contact the University Librarian (533-6893), or the Chair of the General Research Ethics Board, Dr. Joan Stevenson , at: stevensj@post.queensu.ca Telephone: (613) 533-6288.

Best wishes,
Paul Wiens,
University Librarian