In Spring 2005, Sprague Library will be sending an email to faculty, staff, and randomly selected undergraduates and graduate students asking them to participate in a web-based survey.  This FAQ provides information on LibQUAL+TM, the survey that we are using. Why are we conducting this survey? The Library is always interested in getting feedback on its resources and services.  This survey will allow us to get that information a broad spectrum of the campus community.  The results of the survey will allow us to better determine where to concentrate our efforts at improving our resources and services. Why are we using LibQUAL+TM rather than our own survey? LibQUAL+TM is a survey, from the Association of Research Libraries, used in a good number of academic and research libraries in the United States and internationally.  It is based on the SERVQUAL instrument that is used by many businesses to capture customers' service expectations and the gap between those expectations and service delivery.  Over 400 libraries have participated in LibQUAL+ since its creation. As a result, the Library believes that LibQUAL+ has established itself as an effective and useful tool for getting feedback on our services.   Also, because many libraries use the survey, we will be able to benchmark our results to peer institutions. Go to LibQUAL+TM for more information on LibQUAL+. Who will receive the survey? The survey will be distributed, via an email invitation to participate, to all faculty (including adjuncts) and staff at the University and to a randomly selected sample of undergraduates and graduate students currently enrolled at Montclair State. How long will the survey take? The survey typically takes 12 minutes to complete. Are the responses confidential? Yes.  The responses are sent to a server located at Texas A & M University, where the responses are automatically separated from any identifying information.  This includes the email addresses of those who registered for the prize drawer (see below for more on the incentives for participating in the survey). What kinds of questions are asked? The survey consists of 27 questions that tap four dimensions of library services: library as place; personal control, service affect, and information access.  Each question has three parts that ask respondents to identify the minimum level of service they accept, the level of service they desire, and the perceived level of service the Library currently provides.  This allows for an analysis between the gaps in expectations, perceptions, and minimum levels of acceptable service. Why are reminders sent to respondents who have already completed the survey? To protect the security and confidentiality of the responses, any identifying information about the person who submitted a survey is removed as soon as it is received.  Because of this, we cannot determine who has already completed a survey.  That is why reminders are sent to those who have already completed the survey. Is the Library offering an incentive to those who complete the survey? The Library is offering eight (8) $25 gift certificates to the University Bookstore to randomly selected individuals who complete the survey.  Winners will be notified, via email, in April.  Confidentiality is still preserved in this process.  There is no way that Sprague Library can link the emails randomly selected for the prize drawing and the answers on the surveys of those selected.  Can I get the survey in print form? If you do not wish to take the survey on the web but would prefer to complete the survey using a print form, then send an email to: libqual@mail.montclair.edu requesting that a print survey be mailed to you.  We will mail a survey.    The completed survey can be mailed, via campus mail, to: LibQUAL Survey Attn: Luis Rodriguez Sprague Library You can also drop off a survey at the Circulation Counter of the Library and a staff member will put it in Mr. Rodriguez' mailbox.   What do I do if I have a disability and need assistance to take the survey? At Sprague Library, we are committed to allowing all members of the University community to participate in this survey.  If you need assistance to take the survey, please send an email to: libqual@mail.montclair.edu Who can I contact if I have any questions about the survey? We have created a special email address to respond to questions about the survey.  If you have any questions about the survey, please send an email to: libqual@mail.montclair.edu Last updated: Feb. 20, 2005