Chapter
II: Quality, Universities and Their Libraries
2 Quality, Universities and Their Libraries: An Overview
3 The Institutional HE Quality Perspective
4 Academic Libraries and Quality Reviews Within the United Kingdom
Reviewing Higher Education
B4: Enabling Student Development and Achievement
B1: Programme Design, Development and Approval
B8: Programme Monitoring and Review
B10: Managing Higher Education Provision with Others
Part C: Information About Higher Education Provision
Perceptions from the Academic Library Community
Strategy, Planning and Liaison
Relevance of Learning Materials
Availability and Accessibility
Evidence of Good Practice and Recommendations for Improvement
Strand 2: Management and Leadership
Strand 3: Reading Lists, Core Texts and Journals
Strand 4: Feedback from Students and Staff
Strand 5: VLE, Social Media, Websites
Strand 6: Learning Support Spaces and Centres
The Shape of Things to Come: Digital Literacy
5 Self and Peer Assessment at Maynooth University Library
Elements in the Quality Review process
Self-Assessment Report (SAR)
Site Visit and Peer Feedback
Peer Review Report and Quality Improvement Plan 2010
Funding and Strategic Policy
III: Reviews of Library Services
6 Reviews of Library Services: An Overview
Reviews of the Overall Service
7 Review of the Cardiff University Health Library Service
What Did Not Work So Well?
What Did We Learn About Our Libraries and Our Customers?
Would We Change Any of the Methods We Used?
Service Development and Quality Assurance
Simplified Access to E-Resources
Joint Purchasing of E-Resources
Professional Roles and Staff Development
8 Review of Learning Resources, Regent’s College London (Now Regent’s University London)
Introduction, Rationale and Context
IV: Academic Libraries and Student Support
9 Academic Libraries and Student Support: An Overview
Standards, Monitoring and Evaluation
New and Innovative Services
Student Engagement and Patron-Driven Acquisition
Removing Barriers and Reaching Out
Case Studies and Further Reading
10 The National Student Survey: The University of Sheffield Library
A Brief History of Surveys at Sheffield
Customer Service Environment
The NSS and the Developing Quality Management Agenda
Student-Led Learning Space
Communications, Marketing and Student Engagement
11 User Involvement in the Design of New Library Services: Learning from the Application of Codesign on Library Ser ...
User Involvement in Service Design Processes
The Recruitment of Lead Users
The Effect of User Involvement
The Implications of Codesign for Service Implementation and Operation
Conclusion and Limitations
12 The Development and Review of Library Customer Service Quality at Loughborough University Library
Background and the Retail Approach
Development of Staff Skills Through Training
Investors in People (IIP) and Customer Service Excellence (CSE)
External and Internal Validation
The Benefits and Challenges of Our Plan
V: Academic Libraries and Research Support
13 Academic Libraries and Research Support: An Overview
The Traditional Role: Library Collections and Support in Finding Information
A Changing Role for Libraries in Research Support?
Have They the Capability?
Do Researchers Want Them to Provide a Wider Range of Services?
Do Other Support Services Want Them to Provide a Wider Range of Services?
Do Libraries Really Want to Expand Their Role?
Case Studies and Further Reading
14 Libraries and the Support of University Research
Introduction: Universities and Research
Libraries and the Support of Research
Liaison Librarians: Roles and Services for Researchers
Scholarly Communications Advice
Bibliometric and Citation Services
Service Development and Adoption
15 The Durham Difference: Supporting Research at Durham University
What Is a ‘Quality’ Service?
Review of Services and Benchmarking
Staffing and Staff Skills
16 Research Support Services in South African Academic Libraries
New Research Support Services
Institutional Repositories
Publishing Services Using Open Journal Systems (OJS)
Research Landscape Analysis Service
Skills Development and Offerings by LIS Schools
VI: Quality Methods Used by Academic Libraries
17 Quality Methods Used by Academic Libraries: An Overview
Quality Management Systems
Statistics, Data and Benchmarking
Customer Satisfaction and Service Quality
Strategic Planning and Balanced Scorecard
Outcomes, Value and Impact
18 Reviewing the Value of the SCONUL Statistics: A Case Study
19 User Surveys at the University of Washington Libraries
Customer Surveys: Strengths and Weaknesses
Local Survey Development at the University of Washington Libraries
University of Washington Libraries Triennial Survey
Case Study: Multiple Assessment Methods and User-Centred Design
20 LibQUAL+: A Quality Survey Case Study
Introduction: An International Tool
The UK & Ireland SCONUL Consortium Case
Individual University Cases
21 Doing it Ourselves: A Longitudinal Study of Insync at Victoria University Library
Developments and Limitations
Benchmarking Beyond Australia
22 Mystery Shopping Your Way to Improved Customer Service
23 Measuring Quality in Super-Converged Services
Quality Assurance Problems with the New Library and Student Support Service
Developing the Quality Assurance Framework
Effectiveness of the Quality Assurance Framework
What Did We Do with the Results?
24 Reviewing and Revising University Library Space: A Case Study at Loughborough University
Reasons for Reviewing Space and Methods Used to Gather Data: 2006–
Lessons Learned in Revising and Reviewing Physical Space at Loughborough University Library
Lesson 1: Comparative Data with Competitors Is Very Powerful
Lesson 2: Evidence from Sources Outside Library Is Influential
Lesson 3: Good to Mix Qualitative and Quantitative Data
Lesson 4: Must Tie in Data with Needs of Wider University
Lesson 5: Collect and Analyse Data Continually
Lesson 6: Producing Evidence Based Reports Provides Wider Opportunities
Lesson 7: Know When to Stop Collecting Data/Drilling Down/Cross Tabulating
Lesson 8: Sometimes Circumstances Are Beyond Your Control
Lesson 9: Library Service Reviews and Revisions Are Not Research Projects
Impact of the Reviews of the Physical Spaces at Loughborough University Library
25 Implementing the Balanced Scorecard as a Strategic Planning and Performance Management Tool: A Case Study from M ...
What Has Proven to Be More Difficult than Expected
26 Libraries and Big Data: A New View on Impact and Affect
Learning Analytics and UWL
27 Reflections on Quality and Academic Libraries
Working Effectively with Others
Perspectives on Different Approaches
Communication and Promotion
Management and Leadership
Quality and the Academic Library: An Evaluation Tool
Abbreviations and Acronyms
Quality and the Academic Library
：Reviewing, Assessing and Enhancing Service Provision
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