Quality assurance

<h2>You Spoke! - We're Acting! </h2> The Library and Information Service conducted a LibQUAL user survey for a five-week period from 25 July to 29 August 2016. Two of the aims of the survey were to: <ol><li>Determine the quality of library services and facilities and to compare these with best practices; and</li><li>To develop further understanding of the expectations of students and staff in order to improve services accordingly. A total of 1604 users completed the survey, with a response rate of 5.10%. The Library is doing well relative to the LibQUAL results of another national and other international libraries.</li></ol>Strengths in the service as well as areas where improvement is needed have been identified. Most important to respondents was “Modern equipment that lets me easily access needed information". The highest perceived service score was given for “Readiness to respond to users' enquiries". Respondents identified the greatest need for improvement to be “Making e-resources accessible from my home or office". Action plans have been developed. Results of the survey have been communicated to users. The radar chart in Figure 1 (below) shows the aggregate results for the core survey questions. Each axis represents one question. A code to identify each question is displayed at the outer point of each axis. While questions for each dimension of library service quality were scattered randomly throughout the survey, on this chart they are grouped into sections: Affect of Service (AS), Information Control (IC), and Library as Place (LP). On each axis, respondents' minimum, desired, and perceived levels of service quality are plotted, and the resulting "gaps" between the three levels (representing service adequacy or service superiority) are shaded in blue, yellow, green, and red. The blue area depicts perceived service that is greater than minimum service. The yellow area depicts perceived service that is less than desired service. Since there are no red areas in the radar chart, there are no areas where perceived service is less than minimum service. There are also no green areas, indicating that there are no areas where perceived service is greater than desired service. <img src="/SiteCollectionImages/Quality%20assurance/Chart1.jpg" class="img-responsive" alt="" style="margin:5px;width:500px;height:436px;" /> Figure 1: Radar chart showing the aggregate results for the LibQUAL core survey questions for the Library and Information Service, in 2016. <h2>Incentive prize winners</h2> <hr /> The lucky-draw winners of the vouchers were Mr Clifford Sibanda (R 2000 voucher), Ms Theodore Masuku (R 500 voucher) and Ms Olivia Taylor (R 500 voucher). Congratulations! Thank you for participating in our survey. <img src="/SiteCollectionImages/Quality%20assurance/CliffordS,TheodoreM,OliviaT.jpg" class="img-responsive" alt="" style="margin:5px;width:500px;height:224px;" /> Pictured above are our delighted winners Clifford Sibanda, Theodore Masuku and Olivia Taylor, each with their prize voucher.

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LibQUAL 2016 // <![CDATA[ _spBodyOnLoadFunctionNames.push("setupPageDescriptionCallout"); // ]]>

LibQUAL 2016