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The evolution of measurement and evaluation of libraries: a perspective from the Association of Research Libraries
Martha Kyrillidou and Colleen Cook , Library Trends, volume 56, number 4, Spring 2008.

Library Users’ Service Desires: A LibQUAL+ Study
Bruce Thompson, Martha Kyrillidou, Colleen Cook , The Library Quarterly, Volume 78 Number 1 (January 2008): 1–18.

Service Quality in Academic Libraries: An Analysis of LibQUAL+™ Scores and Instiutional Characteristics
Kathleen Miller , (Ed.D. diss., University of Central Florida). Spring 2008.

We Did LibQUAL+-- Now What? Practical Suggestions for Maximizing Your Survey Results
Amy E. Hoseth , College & Undergraduate Libraries, 14.3 (n.d.): 75-84. Spring 2008.

User library service expectations in health science vs. other settings: a LibQUAL+® Study
Bruce Thompson, Martha Kyrillidou, Colleen Cook , Health Information and Libraries Journal, Volume 24, Supplement 1, December 2007 , pp. 38-45(8).

On-Premises Library Versus Google™-Like Information Gateway Usage Patterns: A LibQUAL+® Study   (1)
Thompson, B., Kyrillidou, M., & Cook, C. portal: Libraries and the Academy, 7 (4) (October 2007): 463-480.

LibQUAL+™ in Lilliput: Assessment Benefits for Small Academic Libraries
John B. Harer , Performance Measurement and Metrics, 7(3), 2006: 193 -204.

HSCL LibQUAL+ 2004: From Numbers and Graphs to Practical Application
Foss, Buhler, Rhine, Layton , Medical Reference Services Quarterly, Vol. 25(1) Spring 2006, p. 1.

Stability of Library Service Quality Benchmarking Norms Across Time and Cohorts: A LibQUAL+™ Study
Bruce Thompson, Colleen Cook and Martha Kyrillidou , Paper presented at the Asia-Pacific Conference of Library and Information Education and Practice (A-LIEP), Singapore, April 4-7, 2006.

Using Localized Survey Items to Augment Standardized Benchmarking Measures: A LibQUAL+™ Study
Bruce Thompson, Colleen Cook, Martha Kyrillidou , portal: Libraries and the Academy, 6 (2), April 2006: 219-230.

Comparisons of Library Users Expectations and Perceptions Across North American, European, African, Asian and Australian Libraries
Martha Kyrillidou, Colleen Cook, Bruce Thompson , Presented at the 17th Greek Academic Libraries Conference, Ioannina, Greece, September 24, 2008.

Practical Lessons Drawn From Ten Years of Library Service Quality in a Research Library
Colleen Cook , Presented at the 17th Greek Academic Libraries Conference, Ioannina, Greece, September 24, 2008.

Score Norms
Bruce Thompson, Colleen Cook, Martha Kyrillidou , Presented at the 17th Greek Academic Libraries Conference, Ioannina, Greece, September 24, 2008.

Effective, Sustainable and Practical Library Assessment
Steve Hiller, Martha Kyrillidou and Jim Self , Boston University, September 8, 2008.

LibQUAL+® in the UK & Ireland: Five years experience
Stepend Town and Selena Lock, Cranfield University , Presented at the 7th Northumbria International Conference on Performance Measurement in Libraries and Information Services (PM7), South Africa, August 13-16, 2007.

Analyzing LibQUAL+® Comments Using Excel: An Accessible Tool for Engaging Discussion and Action
Elizabeth Chamberlain Habich , Presented at the Library Assessment Conference, University of Washington, Seattle, Washington, August 4-8, 2008.

Are They Really That Different?: Identifying Needs and Priorities Across User Groups and Disciplines at the University of Notre Dame through LibQUAL+® Comments
Sherri Jones and Jessica Kayongo , Presented at the Library Assessment Conference, University of Washington, Seattle, Washington, August 4-8, 2008.

Bench-marking on a National Scale: The 2007 LibQUAL+® Canada Experience
Sam Kalb , Presented at the Library Assessment Conference, University of Washington, Seattle, Washington, August 4-8, 2008.

Consortial Participation in LibQUAL+®: Outcomes and Benefits
Kathy Tomajko , Poster, Library Assessment Conference, University of Washington, Seattle, Washington, August 4-8, 2008.

Diving into Assessment: LibQUAL+® as a Springboard
Lorelei Harris, Leona Jacobs, and Donna Seyed-Mahmoud , Poster, Library Assessment Conference, University of Washington, Seattle, Washington, August 4-8, 2008.

Are there common academic library customer values?   (3)
Susan McKnight , Library Management, 19(6/7) (2008).

LibQUAL+™ in Iran: A subgroup analysis by gender
Hariri, N. & Farideh, A. , Performance Measurement and Metrics, 9(2) (2008).

Using Surveys to Improve Service to Students: A Comparison of LibQual+ and SurveyMonkey
Frances M. Brillantine, Catholic University of America , Law Library Lights, 50 (1) (Fall 2006): 5-9.

Improving Library Service Quality to Graduate Students: LibQual+(TM) Survey Results in a Practical Setting
Maria Anna Jankowska, Karen Hertel and Nancy J. Young , portal: Libraries and the Academy 6 (1) ( January 2006): 59-76.

So which score on the LibQUAL+ tells me library users are satisfied?
Michael J. Roszkowski, John S. Baky, and David B. Jones , Library and Information Science Research, 27(4): 424-439.

Library Quality and Impact: Is there a relationship between new measures and traditional measures?
Sharon A. Weiner , The Journal of Academic Librarianship, 31(5): 432-437.

E-measures: a comprehensive waste of time?
Town, J. Stephen , VINE: The Journal of Information and Knowledge Management Systems. 34(4) 2004: 190-195.

Report comparing the UTS experience with client surveys using Rodski in 2003 and the LibQUAL+ Survey 2004 for CAUL September 2004
University of Technology, Sydney

An Academic Medical Library Using LibQUAL+(TM): The Experience of the Galter Health Sciences Library, Northwestern University
James Shedlock and Linda Walton , Journal of Library Administration, 40 (3/4), 2004: 99-110.

Another Tool in the Assessment Toolbox: Integrating LibQUAL+(TM) into the University of Washington Libraries Assessment Program
Steve Hiller , Journal of Library Administration, 40 (3/4), 2004: 121-138.

MINES for Libraries®: University of Macedonia

Methodology for Coding Qualitative Data
Provided by the LibQUAL+® User Assessment Group, Brown University

2008 LibQUAL+® Session I Highlights

2008 LibQUAL+® Session I Survey Highlights Supplementary
Supplementary to the 2008 LibQUAL+® Session I Survey Highlights.

Serials counting at Colorado State
Provided by Roberta Brown-Jones

Serials counting at the U. of Maryland
Provided by Irma Dillon

Serials counting at Wayne State
Provided by Paul Beavers

Serial Reports
Brian Harlan

RAU Feedback Form
Research and Assessment Unit, Cornell University

RAU Initiation Dialogue with Examples
Research and Assessment Unit, Cornell University

LibQUAL+(TM) Bibliography
ARL

LibQUAL+(TM) Study Bibliography
Thompson, B.

Selected Publications Focusing on Customer Service
Parasuraman, A.

LibQUAL+® Update: July 2008
Highlights in this issue include: 2008 LibQUAL+® survey information; LibQUAL+® presentations at the 2008 Library Assessment Conference; LibQUAL+® Events: ALA Midwinter 2009 and Using LibQUAL+® Effectively; LibQUAL+® Assessment Corner: Building Effective, Sustainable, and Practical Library Assessment with ARL and "Library Users’ Service Desires: A LibQUAL+® Study"; and more!.

LibQUAL+® Update: May/June 2008
Highlights in this issue include: 2008 ALA Annual Conference events; news from ARL: New ARL ED announcement; tips for turning your LibQUAL+® results into action; the latest LibQUAL+® research; and much more!.

LibQUAL+® Update: April 2008
Highlights in this issue include: 2008 Survey Information; LibQUAL+® on the Move; LibQUAL+® Events - Anaheim and Service Quality Evaluation Academy; Spotlight On: Oklahoma State University; Library Assessment Corner - WVU Today article, Library Assessment Blog; and more!.

LibQUAL+® Update: January 2008
Highlights in this issue include: 2008 Survey now available; LibQUAL+® at ALA in Anaheim, CA in June 2008; expansion of language translations and participants; LibQUAL+® Update new distribution schedule; recap of January events; special thanks to West Virginia University Libraries; and much more!.

The LibQUAL+® Update: Vol. 5, No. 3, December 31, 2007
Highlights in this issue include: 2007 and 2008 survey information, LibQUAL+® events at the 2008 ALA Midwinter Meeting, Web site updates, and much more!.

The LibQUAL+® Update: Vol. 5, No. 2, September 19, 2007
Highlights in this issue include: 2008 Registration Information, Spotlight On: JULAC Consortium, 2007 Session I SPSS Data Files, LibQUAL+® Training, and much more!.

The LibQUAL+® Update: Vol. 5, No. 1, June 13, 2007
Highlights in this issue include: Special thanks to Session I participants, LibQUAL+® in the nation's capital: ALA Annual Conference Events, deadline for LibQUAL+® In-Kind Grant: June 15, 2007, Next Steps: Taking Action on Your Results, and much more!.

LibQUAL+® Update: Vol. 4, No. 6, May 18, 2007
Highlights in this issue include information about the 2007 Session I survey, 2006 and 2007 SPSS data files, LibQUAL+® on the Move in South Africa and Washington, DC, call for Share Fair participants and LibQUAL+® booth volunteers for the ALA Annual Conference, and more.

The LibQUAL+® Update: Vol. 4, No. 5, March 28, 2007
Highlights in this issue include: LibQUAL+® results notebooks, Post Hoc, Evaluation, & Representativeness questionnaires, contribute to the 2007 LibQUAL+® Share Fair, LibQUAL+® on the Move, new team members, and much more!.

The LibQUAL+® Update: Vol. 4, No. 4, February 12, 2007
Highlights in this issue include 2006 and 2007 survey information, spotlight on: LibQUAL Canada, call for LibQUAL+® booth volunteers for ACRL 13th National Conference, intoducing new team member: Gary Roebuck, and more.

Using National and International Score Norms as a Library Service Quality Benchmarking Tool
Bruce Thompson, Colleen Cook, Martha Kyrillidou , Paper presented at the 17th meeting of the Greek Academic Libraries, Ioannina, Greece, September 24-26, 2008.

DigiQUAL™: A digital library evaluation service
Martha Kyrillidou, Fred Heath, Colleen Cook, Yvonna Lincoln, Bruce Thompson and Duane Webster , Research paper presented at the 7th Northumbria International Conference on Performance Measurement in libraries and information services (PM7), South Africa, August 13-16, 2007.

Library Users' Service Expectations: A LibQUAL+® Study of the Range of What Users Will Tolerate
Bruce Thompson, Martha Kyrillidou, Colleen Cook , Paper presented at the 7th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Stellenbosch, South Africa, August 13, 2007.

When the Evidence Isn't Enough: Organizational Factors that Influence Effective, Sustainable and Practical Assessment
Steve Hiller, Martha Kyrillidou and Jim Self , EBLIP4, Durham, North Carolina, May 7, 2007.

How You Can Evaluate the Integrity of Your Library Assessment Data: Intercontinental LibQUAL+® Analysis Used as Concrete Heuristic Examples
Bruce Thompson, Martha Kyrillidou, Colleen Cook , Paper presented at the Library Assessment Conference: Building Effective, Sustainable and Practical Assessment, Charlottesville, VA, September 25, 2006.

User’s Information Needs in Academic Libraries of the 21st Century: LibQUAL +™ as a Tool for Assessment of Service
Maria A. Jankowska , Edited by Blazej Feret. Warszawa: Polish Library Association, p. 197-208, 2006. Quality Standards (2006) (in Polish). In “Libraries in the 21st Century: Will They Survive?” Papers from the International Conference held in Lodz, Poland on June 19-21, 2006.

The Story Behind the Numbers: Measuring the Impact of Networked Electronic Services (MINES) and the Assessment of the Ontario Council of University Libraries’ Scholars Portal
Martha Kyrillidou, Toni Olshen, Brinley Franklin and Terry Plum , Presented at the 6th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Durham, England, Aug. 23, 2005.

Assessment in North American Research Libraries: A Preliminary Report Card
Steve Hiller, Martha Kyrillidou and Jim Self , Presented at the 6th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Durham, England, Aug. 22-25, 2005.

The New Library User in Sweden: A LibQUAL+(TM) Study (paper)
Martha Kyrillidou, Ann-Christin Persson , Presented at the 6th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Durham, England, Aug. 22-23, 2005.

The New Library User in Sweden: A LibQUAL+(TM) Study (PowerPoint)
Martha Kyrillidou, Ann-Christin Persson , Presented at the 6th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Durham, England, Aug. 22-23, 2005.

Proceedings of the 4th Northumbria International Conference on Performance Measurement in Libraries and Information Services
Edited by Joan Stein, Martha Kyrillidou, Denise Davis , Pittsburgh, Pennsylvania, August 12-16, 2001 (Washington, DC: Association of Research Libraries, 2002).

"BIX: the library index": A benchmarking project for German libraries
Petra Klug , Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.

A decade of user surveys: utilizing and assessing a standard assessment tool to measure library performance at the University of Virginia and the University of Washington
Jim Self and Steve Hiller , Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.

A new look at service level agreements
Stephen Thornton and Chrissie Stewart , Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.

Academic research library support of sponsored research in the United States
Brinley Franklin , Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.

Activity-based costing as a performance tool for library and information technology services
Trevor Gerdsen , Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.

Assessment of academic libraries in Andalusia (southern Spain): an EFQM-compliance guide
Miguel Barrionuevo and Aurora Perez , Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.

Changes in usage, usability, and user support
Denise Troll , Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.

Cost/benefit comparison of print and electronic journals in a university library: a progess report
Jennifer Sweeney , Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.

Culture of assessment as a catalyst for organizational culture change in libraries
Amos Lakos , Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.

Cross-cultural implementation of LibQUAL+™: the French language experience
Martha Kyrillidou, Toni Olshen, Fred Heath, Claude Bonnelly, Jean-Pierre Cote , in Library measures to fill the void. Proceedings of the 5th Northumbria International Conference on Performance Measurement in Libraries and Information Services. Durham, UK, July 29, 2003: 193-199.

Filling the void or bridging the deep?: LibQUAL+(TM) in the UK
Stephen Town , Proceedings of the 5th Northumbria International Conference on Performance Measurement in Libraries and Information Services. Durham, UK, July 29, 2003: 212-219.

LibQUAL+(TM) from the UK Perspective
Colleen Cook, Fred Heath, Bruce Thompson , In Library measures to fill the void. Proceedings of the 5th Northumbria International Conference on Performance Measurement in Libraries and Information Services. Durham, UK, July 28, 2003: 156-159.

The Story Behind the Numbers: Measuring the Impact of Networked Electronic Services (MINES) and the Assessment of the Ontario Council of University Libraries’ Scholars Portal
Brinley Franklin, Martha Kyrillidou, and Toni Olshen , Presented at the 6th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Durham, England, Aug. 22-23, 2005.

The Story Behind the Numbers: Measuring the Impact of Networked Electronic Services (MINES) and the Assessment of the Ontario Council of University Libraries’ Scholars Portal
Martha Kyrillidou, Toni Olshen, Brinley Franklin and Terry Plum , Presented at the 6th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Durham, England, Aug. 23, 2005.

Assessment in North American Research Libraries: A Preliminary Report Card
Steve Hiller, Martha Kyrillidou and Jim Self , Presented at the 6th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Durham, England, Aug. 22-25, 2005.

LibQUAL+ in the local context: results, action and evaluation
Selena Lock & Stephen Town , Presentation for the paper presented at the 6th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Durham, England, Aug. 22-23, 2005.

LibQUAL+ in the local context: results, action and evaluation.
Selena A. Lock & J. Stephen Town , Presented at the 6th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Durham, England, Aug. 23, 2005.

LibQUAL+ in the UK and Ireland: three years findings and experience
J. Stephen Town & Selena A. Lock , Presented at the 6th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Durham, England, Aug. 23, 2005.

LibQUAL+ in the UK and Ireland: three years findings and experience
Stephen Town & Selena Lock , Presentation for the paper presented at the 6th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Durham, England, Aug. 22-23, 2005.

The New Library User in Sweden: A LibQUAL+(TM) Study (PowerPoint)
Martha Kyrillidou, Ann-Christin Persson , Presented at the 6th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Durham, England, Aug. 22-23, 2005.

2007 ARL Notebook

CARL Cornsortium 2007 Results Notebook

JULAC Consortium 2007 Results Notebook

2006 ARL Notebook

2005 ARL Notebook

2004 ARL Notebook

2003 ARL Notebook

2002 ARL Notebook

Marketing Ideas
LibQUAL+® Team

Marketing Materials - Flyer
Roxbury Community College , Make this a mini-flyer - print 4 to a page. See print settings in Word.

Marketing Materials - Letter to Faculty
Roxbury Community College , This letter is accompanied by a "mini-flyer" - printed 4 to a page.

Marketing Materials - Flyers (4 total)
Anglia Ruskin

Marketing Materials - Bookmarks
Anglia Ruskin

Marketing Materials - Table Tent
Anglia Ruskin

Marketing Materials - Flyer
University of Cape Town, South Africa

Marketing Materials - Flyer 2
University of Cape Town, South Africa

Marketing Materials - Flyer 3
University of Cape Town, South Africa

Marketing Materials - Invitation
University of Cape Town, South Africa

LibQUAL+® 2006: Measuring Service to Achieve Excellence
Texas A&M University Libraries

Participant-Related Sites
Links to Web sites created by LibQUAL+® participants.

(1)

The Johns Hopkins University Press

(2)

University of Illinois Graduate School of Library and Information Science
Library Trends articles appear with the permission of the publisher, the University of Illinois Graduate School of Library and Information Science ( http://www.lis.uiuc.edu/puboff/).

(3)

Emerald
Emerald articles appear with the permission of the publisher (www.emeraldinsight.com). You can access your Emerald subscription holdings by clicking on the Emerald logo link.