The UMass Dartmouth Library is not your mother’s library. Undoubtedly you’ve
noticed that the librarians don’t shush you much and there’s a television
monitor in the first floor lobby displaying campus messages or, when
appropriate, breaking news. The card catalogue is long gone and computers
are ubiquitous. These changes have been driven largely by technology, which
today shapes the way we choose and store information and the role of the
librarian in connecting the user with the information. We are no longer
worried about literacy; today we’re concerned about information literacy.
In the 20th century library we measured the institution by inputs and outputs:
number of dollars spent, number of volumes, number of square feet, number of
staff, number of circulations, number of attendees at programs, number of
teaching sessions. Today we add: the number of web site hits, number of multi-
site hits, number of electronic journals full-text, etc.
In addition, computers are facilitating other means of measuring library
effectiveness. For example, this spring we participated in LibQual+TM an
electronic survey of user satisfaction and habits. (See story to left.) Because
308 libraries participated in the same survey this year, we can compare our
results with those of peer and aspirant peer institutions; we can use the best
practices of libraries with high ratings where we are weak to improve our
performance. Also provided by the survey is information on user preferences
for research: in library use, Internet search of library web site, or other
gateways like Yahoo which will provide useful background information to the
librarians involved in library instruction. (See p. 1.)
The economic downturn severely affected the University of Massachusetts,
forcing all areas to reevaluate services, staffing, and resources. Unfortunately,
the Library lost four long-term temporary employees: Eleanor Lowe in
Information Services, Justin Maucione in PhotoGraphics, Juanita Baptista in
ILL, and Luann Viera in Cataloging. In addition Cynthia Marks retired from
Cataloging in December and Charles Chenard in A-V was out on disability for
much of the year. Elizabeth Lindsay, reference librarian, left the library at the
end of December to take a new position at the Washington State University
Libraries; Geri Cubbal has been hired to assume Lindsay’s responsibilities
temporarily until a permanent replacement can be recruited. The remaining
staff in Technical Services, PhotoGraphics, Information Services, and Access
Services is commended for maintaining service levels in such reduced
circumstances. One of the Library’s working premises has been that the
students and faculty of the institution have not created the fiscal problems
and should therefore not be penalized if at all possible. Consequently, key
services such as interlibrary loan have been maintained as close to previous
levels as possible.
Looking towards the library of the future, we find ourselves planning for both
the short- and long-term. The questions facing us and the university are more
complex than before. We can no longer assume that more books will fill the
shelves. What will the effect be of electronic books and journals? Can the
library be virtual and, if so, will a brick and mortar library still be needed? Will
we need more or less space? Will activities be solitary? In groups? Equipment
based? What resource types will be collected? In what proportion? What kind
of staff will work for the library? Where? With what skills? How will the library
respond to (already existing) conditions like: online programs, off-campus sites,
blended courses, e-courses?
As we debate these issues among ourselves and work with campus planners,
we will be seeking answers to these and other questions. Shelby Foote, author
of The Civil War: A Narrative (published 1958-1974) defined, “A university [as]
just a group of buildings gathered around a library.” It’s up to us now to define
that library for the future.
–Ann Montgomery Smith,
Dean of the Library
In spring 2003, the library conducted a survey of library users’
satisfaction and expectations using LibQUAL+™, a rigorously
tested web-based survey that helps libraries assess and improve
services, change organizational culture, and market the library.
More than two thousand individuals in the three main user
categories (undergraduates, graduate students, and faculty/staff)
were contacted by e-mail and asked to complete the web-based
survey. Of that number, 307 responded: enough to yield statistical-
ly significant results. More than one-third of the respondents also
added written comments.
Data from the survey will help library staff evaluate the library’s
operations and plan for the future. Areas of consideration include
access to information, service, the library as a place, and users’
personal control of resources and technologies. Dean of the
Library Ann Montgomery Smith said that the survey and the
subsequent strategizing will “foster a culture of excellence in
providing library service and help us better understand our users’
perceptions of service quality.”
Three hundred and eight academic libraries participated in
LibQUAL+™ this year, providing the opportunity for the library to
compare itself to institutions that are similar in size, funding and
mission.
For detailed information about the survey, contact Ann Montgom-
ery Smith at 508-999-8664. You can visit the LibQUAL+™ web
site at http://www.libqual.org.