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Comparing Service Priorities Between Staff and Users in Association of Research Libraries (ARL) Member Libraries

Damon E. Jaggars; Shanna Jaggars; Jocelyn S. Duffy

Title:
Comparing Service Priorities Between Staff and Users in Association of Research Libraries (ARL) Member Libraries
Author(s):
Jaggars, Damon E.
Jaggars, Shanna
Duffy, Jocelyn S.
Date:
Type:
Articles
Department:
Libraries and Information Services
Volume:
9
Permanent URL:
Book/Journal Title:
portal: Libraries and the Academy
Abstract:
Using the results for participating Association of Research Libraries from the 2006 LibQUAL+® library service quality survey, we examine the service priorities of library staff (for example, whether desired scores for each survey item are above or below average) and the extent to which they are aligned with the priorities of undergraduates, graduate students, and faculty. Item priorities were compared among the four groups using hierarchical linear modeling (HLM) to correct for the non-independence of responses within institutions. Results indicate that substantial misalignments between library staff and users exist; library staff set a lower service priority for most LibQUAL+® Information Control items and a higher priority on almost all Affect of Service items than did users.
Subject(s):
Library science
Item views:
301
Metadata:
text | xml

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