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What do they want now? Qualitative regrounding of the LibQUAL+ ® survey. PowerPoint Presentation
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What do they want now? Qualitative regrounding of the LibQUAL+ ® survey.

What do they want now? Qualitative regrounding of the LibQUAL+ ® survey.

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What do they want now? Qualitative regrounding of the LibQUAL+ ® survey.

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  1. What do they want now? Qualitative regrounding of the LibQUAL+® survey. Selena Killick Library Quality Officer Cranfield University

  2. “only customers judge quality; all other judgements are essentially irrelevant” Zeithaml, V.A., Parasuraman, A. & Berry, L.L., 1990. Delivering Quality Service, The Free Press, New York.

  3. Shavar Ross, Someone Else, August 5, 2005 via Flickr, Creative Commons Attribution

  4. Needham, A. 2007. The Spice Girls just wannabe back [Photograph]. [Online]. Available at: http://www.guardian.co.uk/music/musicblog/2007/jun/28/thespicegirlsjustwannabeb [Accessed 8 August 2011].

  5. Stack of Books Kelly Gifford, Stack of Books, February 10, 2007 via Flickr, Creative Commons Attribute.

  6. Brian Wilkins, iPhone 4, June 25, 2010 via Flickr, Creative Commons Attribute. Spencer E Holtaway, Twitter website screenshot, March 23, 2009 via Flickr, Creative Commons Attribute. Spencer E Holtaway, facebook website screenshot, March 23, 2009 via Flickr, Creative Commons Attribute.

  7. Could you scan and email me the print journal articles I need to save me from having to come to the library?

  8. I think different forms of electronic delivery are froth that takes the library’s resources away from the important things, such as having a proper collection of books. h2g2. 2007. Is The Quality Of Things Getting Worse? [Photograph]. [Online]. Available at: http://www.bbc.co.uk/dna/h2g2/A19156133 [Accessed 8 August 2011].

  9. Jordi Casañas, n.d., Jaume Fuster Library [Photograph]. In: Monsen, I. (ed). IFLA Section on Library Buildings and Equipment, Newsletter 2011 No 1. Available at: http://www.ifla.org/files/library-buildings-and-equipment/newsletters/2011-1-en.pdf

  10. ex.libris, Studying, January 15, 2008 via Flickr, Creative Commons Attribute. Kennedy Library, Collaboration Rooms, June 12, 2009 via Flickr, Creative Commons Attribute. christopher Porter, Students Studying, January 12, 2006 via Flickr, Creative Commons Attribute.

  11. I think of a proper library as being somewhere not far off death in atmosphere, in that it’s quiet and people don’t talk much, because that’s what you want as a working environment. h2g2. 2007. Is The Quality Of Things Getting Worse? [Photograph]. [Online]. Available at: http://www.bbc.co.uk/dna/h2g2/A19156133 [Accessed 8 August 2011].

  12. Svein Halvor Halvorsen, Cram time (winter+spring), May 12, 2008 via Flickr, Creative Commons Attribute.

  13. Clemsonunivlibrary, Man, those beanbags sure are comfortable! August 1, 2011 Via Flickr, Creative Commons Attribute

  14. Michael Sauers, Questions Answered, August 24, 2006 via Flickr, Creative Commons Attribute.

  15. Chris Martin, sleeping kid in NSC, December 4, 2007 Via Flickr, Creative Commons Attribute

  16. Facebook Poll: http://on.fb.me/jatsne

  17. Remote Access Library Website Access Tools Electronic Information Easy Access Print Materials Print & eJournals Modern Equipment

  18. A library Web site enabling me to locate information on my own Easy-to-use access tools that allow me to find things on my own Making information easily accessible for independent use

  19. The electronic information resources I need Print and/or electronic journal collections I require for my work The printed library materials I need for my work Hobvias Sudoneighm, Workstation, September 12, 2006 via Flickr, Creative Commons Attribute.

  20. Modern equipment that lets me easily access needed information Making electronic resources accessible from anywhere Making electronic resources accessible from my home or office Ed Yourdon, Bryant Park, late Apr 2009 - 23, April 25, 2009 Via Flickr, Creative Commons Attribute

  21. Remote Access Library Website Access Tools Electronic Information Easy Access Print Materials Print & eJournals Modern Equipment

  22. Joanna Orpia, sorry we’re closed, January 1, 1980 Via Flickr, Creative Commons Attribute UBC Library, Library Training 5, October 1, 2009 Via Flickr, Creative Commons Attribute

  23. Thank You! Selena Killick s.a.killick@cranfield.ac.uk Tel: +44(0)1793 785561