LibQUAL+™ as transformative experience

Abstract

Opportunities for meaningful change exist with any new experience. Occasionally, these opportunities can have a significant effect, either as a catalyst for change, or via the process of experience itself. The most powerful experiences are those that generate new ideas, and possibly new behaviors or approaches to service. LibQUAL+™ is unique in that it provides both the opportunity to rethink a library’s service program, as well as a process that compels library staff to consider the importance of, and respond to, user perceptions in the improvement of library services. This paper suggests that when libraries decide to participate in LibQUAL+™, they should use the experience as a critical first step in a longitudinal analysis of library collections and services. With the commitment to listening to users and rethinking the service program, the LibQUAL+™ process is inherently transformative.

Citation

Wall, T.B. (2002), "LibQUAL+™ as transformative experience", Performance Measurement and Metrics, Vol. 3 No. 2, pp. 43-48. https://doi.org/10.1108/14678040210440928