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Digital Library Service Quality: what does it look like?
Martha Kyrillidou, Colleen Cook, and Yvonna Lincoln , In Evaluation of Digital Libraries: an insight into useful applications and methods. eds. Giannis Tsakonas and Christos Papatheodorou (Oxford: Chandos Publishing, 2009): 187-214.

From usage to user: library metrics and expectations for the evaluation of digital libraries
Brinley Franklin, Martha Kyrillidou, and Terry Plum , In Evaluation of Digital Libraries: an insight into useful applications and methods. eds. Giannis Tsakonas and Christos Papatheodorou (Oxford: Chandos Publishing, 2009): 17-39.

Item Sampling in Service Quality Assessment Surveys to Improve Response Rates and Reduce Respondent Burden the “LibQUAL+® Lite” Example   (1)
Bruce Thompson, Martha Kyrillidou, Colleen Cook , Performance Measurement and Metrics, Vol. 10(1), 2009: 6-16.

ClimateQUAL: Organizational Climate and Diversity Assessment
Martha Kyrillidou and M. Sue Baughman , C&RL News, 70(3) (March 2009): 154-157.

Digital library service quality: what does it look like?
Martha Kyrillidou, Colleen Cook and Yvonna Lincoln , In Evaluation of Digital Libraries: an insight into useful applications and methods. eds. Giannis Tsakonas and Christos Papatheodorou (Oxford: Chandos Publishing, 2009):187-214.

From usage to user: library metrics and expectations for the evaluation of digital libraries
Brinley Franklin, Martha Kyrillidou and Terry Plum , In Evaluation of Digital Libraries: an insight into useful applications and methods. eds. Giannis Tsakonas and Christos Papatheodorou (Oxford: Chandos Publishing, 2009):17-39.

LibQUAL+® and beyond: library assessment with a focus on library improvement
Martha Kyrillidou , (Guest Ed.), Performance Measurement and Metrics, 9(3) (2008): 155-230.

How You Can Evaluate the Integrity of Your Library Assessment Data: Intercontinental LibQUAL+® Analysis Used as Concrete Heuristic Examples
Bruce Thompson, Martha Kyrillidou, and Colleen Cook , Performance Measurement and Metrics, 9(3) (2008): 202-215.

LibQUAL+® (library quality), ProSeBiCA (development of new library services by means of conjoint analysis), and CAPM (comprehensive access to printed materials)
Sayeed Choudhury, Martha Kyrillidou, Fred Heath, Colleen Cook, Bettina Koeper and Reinhold Decker , Performance Measurement and Metrics, 9(3) (2008): 216-222.

Measuring the Quality of Library Service through LibQUAL+®
Martha Kyrillidou, Colleen Cook and S. Shyam Sunder Rao , in Academic Library Research: Perspectives and Current Trends, edited by M Radford and P Snelson, (59) (Chicago: Association of College and Research Libraries, 2008): 253-301.

ARL and SCONUL Assessment Initiatives: Synergies and Opportunities
Stephen Town , LibQUAL+® Exchange, 8th Northumbria Conference on Performance Measurement in Libraries and Information Services, Istiuto degli Innocenti, Florence, ITALY, August 17, 2009.

Getting Staff Involved with Assessment at the University of Connecticut
Brinley Franklin , LibQUAL+® Exchange, 8th Northumbria Conference on Performance Measurement in Libraries and Information Services, Istiuto degli Innocenti, Florence, ITALY, August 17, 2009.

Introduction to the LibQUAL+® Management Center
Martha Kyrillidou , LibQUAL+® Exchange, 8th Northumbria Conference on Performance Measurement in Libraries and Information Services, Istiuto degli Innocenti, Florence, ITALY, August 17, 2009.

Journals and Academic Faculty LibQUAL+ 2006-2009
Jim Self , LibQUAL+® Exchange, 8th Northumbria Conference on Performance Measurement in Libraries and Information Services, Istiuto degli Innocenti, Florence, ITALY, August 17, 2009.

LibQUAL+® Contribution to the University of Pretoria's Quality Profile
Monica Hammes, Gerda Beukes & Rayno Geyser , LibQUAL+® Exchange, 8th Northumbria Conference on Performance Measurement in Libraries and Information Services, Istiuto degli Innocenti, Florence, ITALY, August 17, 2009.

LibQUAL+® Lite in Hebrew
Lynne Porat , LibQUAL+® Exchange, 8th Northumbria Conference on Performance Measurement in Libraries and Information Services, Istiuto degli Innocenti, Florence, ITALY, August 17, 2009.

Perspectives from two UK institutions
Stephen Town , LibQUAL+® Exchange, 8th Northumbria Conference on Performance Measurement in Libraries and Information Services, Istiuto degli Innocenti, Florence, ITALY, August 17, 2009.

Practical Lessons Drawn from Ten Years of Library Service Quality in a Research Library
Colleen Cook , LibQUAL+® Exchange, 8th Northumbria Conference on Performance Measurement in Libraries and Information Services, Istiuto degli Innocenti, Florence, ITALY, August 17, 2009.

Quality of Information Control: How LibQUAL+® Survey Impacted Our Collection Development Policy
Marja Hjelt and Saija Nieminen , LibQUAL+® Exchange, 8th Northumbria Conference on Performance Measurement in Libraries and Information Services, Istiuto degli Innocenti, Florence, ITALY, August 17, 2009.

Describing the Research Library of the 21st Century: The ARL Profiles
Colleen Cook and Martha Kyrillidou , Presented at the Survey Coordinators & SPEC Liaisons Meeting at the Chicago ALA Annual Conference 2009, July 10, 2009.

PHASE 1 OCDA Scale Results: Psychometric Assessment and Descriptive Statistics for Partner Libraries
Paul J. Hanges, Juliet Aiken, Xiafang Chen & Hali Chambers , Report on the University of Maryland results, 2007.

Drilling the LibQUAL+® data for strategic planning
E. Stewart Saunders , Performance Measurement and Metrics, 9(3) (2008): 160-170.

Getting our priorities in order: are our service values in line with the communities we serve?
Jocelyn Duffy, Damon Jaggars and Shanna Smith , Performance Measurement and Metrics, 9(3) (2008): 171-191.

Library assessment on a budget: using effect size meta-analysis to get the most out of the library-related survey data available across campus
Eric Ackermann , Performance Measurement and Metrics, 9(3) (2008): 192-201.

Identifying Student and Faculty Needs through LibQUAL+™: An Analysis of Qualitative Survey Comments
Sherri Jones and Jessica Kayongo , College & Research Libraries 69 (6) (November 2008):493-509.

The impact of supply chain relationships on the quality of services provided by the maritime libraries “Field study”
Ola Bayan , Abstract of a dissertation submitted to AASTMT College of Maritime Transport and Technology Postgraduate Maritime Studies Department Alexandria, Egypt (2008).

Meeting Academic Needs for Information: A Customer Service Approach
E S Saunders , Portal - Libraries and the Academy. Volume: 8 Issue: 4, (October 2008): 357-371.

Using Content Analysis Software to Analyze Survey Comments
Bradford W. Dennis and Tim Bower , portal: Libraries and the Academy, Volume 8, Number 4, (October 2008): 423-437.

Are there common academic library customer values?   (1)
Susan McKnight , Library Management, 19(6/7) (2008): 600-619.

LibQUAL+™ in Iran: A subgroup analysis by gender
Hariri, N. & Farideh, A. , Performance Measurement and Metrics, 9(2) (2008): 80-93.

2009 LibQUAL+® Session I Highlights

2009 LibQUAL+® Session I Highlights Supplementary

2008 LibQUAL+® Session I & II Highlights

2008 LibQUAL+® Session I & II Highlights Supplementary

LibQUAL+® 2010 In-Kind Grant Program Guidelines

2008 Holiday Card
Yolanda Glass

LibQUAL+® in the Sciences
Prepared by Gary Roebuck, MaShana Davis and Martha Kyrillidou , "LibQUAL+(R) in the Sciences" highlights data captured by faculty, graduate students and undergraduates in the Science/Math, Engineering/Computer Science and Health Science Disciplines across 302 libraries (53 of them ARL libraries). Prepared for the ARL/CNI Forum on "Reinventing Science Librarianship: Models for the Future," October 16–17, 2008.

MINES for Libraries®: University of Macedonia
Martha Kyrillidou, Gary Roebuck and MaShana Davis , (Washington DC: Association of Research Libraries, 2008).

Methodology for Coding Qualitative Data
Provided by the LibQUAL+® User Assessment Group, Brown University

2008 LibQUAL+® Session I Highlights

LibQUAL+® Bibliography
ARL

LibQUAL+(TM) Study Bibliography
Thompson, B.

LibQUAL+® Update: October 2009
In this issue: 2009 survey information and update, 2010 survey registration and fee structure, upcoming LibQUAL+® events, and more.

LibQUAL+® Update: May 2009
In this issue: 2009 Session I Survey Deadline; Library Assessment Conference Proceedings Now Available; Summer Events with LibQUAL+®; Library Assessment Corner; and much more!.

LibQUAL+® Update: January 2009
In this issue: Special Note to 2008 Participants; Events: Booth Consultations @ ALA Annual Conference, Service Quality Measurement in Libraries: A LibQUAL+® Exchange, etc.; Spotlight On: International Participation; Library Assessment Corner: 2009 ALA Midwinter Meeting Presentations, Graduate Student and Faculty Spaces and Services, SPEC Kit 308, etc.; and more!.

LibQUAL+® Update: October 2008
Highlights in this issue: Survey information 2008-2009; Events: 2009 ALA Midwinter Meeting in Denver, CO; Spotlight On: Northeastern University; Library Assessment Corner: Plans for the 2010 Library Assessment Conference and LibQUAL+® Publications: Papers, Posters, & Presentations; and more!.

LibQUAL+® Update: July 2008
Highlights in this issue include: 2008 LibQUAL+® survey information; LibQUAL+® presentations at the 2008 Library Assessment Conference; LibQUAL+® Events: ALA Midwinter 2009 and Using LibQUAL+® Effectively; LibQUAL+® Assessment Corner: Building Effective, Sustainable, and Practical Library Assessment with ARL and "Library Users’ Service Desires: A LibQUAL+® Study"; and more!.

LibQUAL+® Update: May/June 2008
Highlights in this issue include: 2008 ALA Annual Conference events; news from ARL: New ARL ED announcement; tips for turning your LibQUAL+® results into action; the latest LibQUAL+® research; and much more!.

LibQUAL+® Update: April 2008
Highlights in this issue include: 2008 Survey Information; LibQUAL+® on the Move; LibQUAL+® Events - Anaheim and Service Quality Evaluation Academy; Spotlight On: Oklahoma State University; Library Assessment Corner - WVU Today article, Library Assessment Blog; and more!.

LibQUAL+® Update: January 2008
Highlights in this issue include: 2008 Survey now available; LibQUAL+® at ALA in Anaheim, CA in June 2008; expansion of language translations and participants; LibQUAL+® Update new distribution schedule; recap of January events; special thanks to West Virginia University Libraries; and much more!.

The LibQUAL+® Update: Vol. 5, No. 3, December 31, 2007
Highlights in this issue include: 2007 and 2008 survey information, LibQUAL+® events at the 2008 ALA Midwinter Meeting, Web site updates, and much more!.

The LibQUAL+® Update: Vol. 5, No. 2, September 19, 2007
Highlights in this issue include: 2008 Registration Information, Spotlight On: JULAC Consortium, 2007 Session I SPSS Data Files, LibQUAL+® Training, and much more!.

ClimateQUAL™: Organizational Climate and Diversity Assessment
Martha Kyrillidou, Charles Lowry, Paul Hanges, and Juliet Aiken , Kyrillidou, Martha, Charles Lowry, Paul Hanges, and Juliet Aiken. (2009). ClimateQUAL™: Organizational Climate and Diversity Assessment. Paper presented at the 2009 Association of College and Research Libraries Conference, Seattle, WA, March 2009.

Using National and International Score Norms as a Library Service Quality Benchmarking Tool
Bruce Thompson, Colleen Cook, Martha Kyrillidou , Paper presented at the 17th meeting of the Greek Academic Libraries, Ioannina, Greece, September 24-26, 2008.

MINES FOR LIBRARIES: Measuring the Impact of Networked Electonic Services
Noula Alvanoudi, Fillipos Kolovos, Martha Kyrillidou , Presented at the 17th Annual Conference of Greek Academic Libraries, Ioannina, Greece, September 16, 2008 (In Greek).

LibQUAL Canada 2007: Service Quality Bench-marking on a National Scale
Sam Kalb, Queen's University , Paper presented at the IFLA Satellite Conference: Library statistics for the 21st century world, an initiative of UIS, IFLA and ISO, August 18-19, 2008.

DigiQUAL™: A digital library evaluation service
Martha Kyrillidou, Fred Heath, Colleen Cook, Yvonna Lincoln, Bruce Thompson and Duane Webster , Research paper presented at the 7th Northumbria International Conference on Performance Measurement in libraries and information services (PM7), South Africa, August 13-16, 2007.

Library Users' Service Expectations: A LibQUAL+® Study of the Range of What Users Will Tolerate
Bruce Thompson, Martha Kyrillidou, Colleen Cook , Paper presented at the 7th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Stellenbosch, South Africa, August 13, 2007.

When the Evidence Isn't Enough: Organizational Factors that Influence Effective, Sustainable and Practical Assessment
Steve Hiller, Martha Kyrillidou and Jim Self , EBLIP4, Durham, North Carolina, May 7, 2007.

How You Can Evaluate the Integrity of Your Library Assessment Data: Intercontinental LibQUAL+® Analysis Used as Concrete Heuristic Examples
Bruce Thompson, Martha Kyrillidou, Colleen Cook , Paper presented at the Library Assessment Conference: Building Effective, Sustainable and Practical Assessment, Charlottesville, VA, September 25, 2006.

User’s Information Needs in Academic Libraries of the 21st Century: LibQUAL +™ as a Tool for Assessment of Service
Maria A. Jankowska , Edited by Blazej Feret. Warszawa: Polish Library Association, p. 197-208, 2006. Quality Standards (2006) (in Polish). In “Libraries in the 21st Century: Will They Survive?” Papers from the International Conference held in Lodz, Poland on June 19-21, 2006.

Stability of Library Service Quality Benchmarking Norms Across Time and Cohorts: A LibQUAL+™ Study
Bruce Thompson, Colleen Cook and Martha Kyrillidou , Paper presented at the Asia-Pacific Conference of Library and Information Education and Practice (A-LIEP), Singapore (April 4-7, 2006).

Proceedings of the 4th Northumbria International Conference on Performance Measurement in Libraries and Information Services
Edited by Joan Stein, Martha Kyrillidou, Denise Davis , Pittsburgh, Pennsylvania, August 12-16, 2001 (Washington, DC: Association of Research Libraries, 2002).

"BIX: the library index": A benchmarking project for German libraries
Petra Klug , Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.

A decade of user surveys: utilizing and assessing a standard assessment tool to measure library performance at the University of Virginia and the University of Washington
Jim Self and Steve Hiller , Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.

A new look at service level agreements
Stephen Thornton and Chrissie Stewart , Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.

Academic research library support of sponsored research in the United States
Brinley Franklin , Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.

Activity-based costing as a performance tool for library and information technology services
Trevor Gerdsen , Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.

Assessment of academic libraries in Andalusia (southern Spain): an EFQM-compliance guide
Miguel Barrionuevo and Aurora Perez , Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.

Changes in usage, usability, and user support
Denise Troll , Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.

Cost/benefit comparison of print and electronic journals in a university library: a progess report
Jennifer Sweeney , Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.

Culture of assessment as a catalyst for organizational culture change in libraries
Amos Lakos , Paper presented at the 4th Northumbria International Conference, Pittsburgh, PA, August 2001.

Cross-cultural implementation of LibQUAL+™: the French language experience
Martha Kyrillidou, Toni Olshen, Fred Heath, Claude Bonnelly, Jean-Pierre Cote , in Library measures to fill the void. Proceedings of the 5th Northumbria International Conference on Performance Measurement in Libraries and Information Services. Durham, UK, July 29, 2003: 193-199.

Filling the void or bridging the deep?: LibQUAL+(TM) in the UK
Stephen Town , Proceedings of the 5th Northumbria International Conference on Performance Measurement in Libraries and Information Services. Durham, UK, July 29, 2003: 212-219.

LibQUAL+(TM) from the UK Perspective
Colleen Cook, Fred Heath, Bruce Thompson , In Library measures to fill the void. Proceedings of the 5th Northumbria International Conference on Performance Measurement in Libraries and Information Services. Durham, UK, July 28, 2003: 156-159.

The Story Behind the Numbers: Measuring the Impact of Networked Electronic Services (MINES) and the Assessment of the Ontario Council of University Libraries’ Scholars Portal
Brinley Franklin, Martha Kyrillidou, and Toni Olshen , Presented at the 6th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Durham, England, Aug. 22-23, 2005.

The Story Behind the Numbers: Measuring the Impact of Networked Electronic Services (MINES) and the Assessment of the Ontario Council of University Libraries’ Scholars Portal
Martha Kyrillidou, Toni Olshen, Brinley Franklin and Terry Plum , Presented at the 6th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Durham, England, Aug. 23, 2005.

Assessment in North American Research Libraries: A Preliminary Report Card
Steve Hiller, Martha Kyrillidou and Jim Self , Presented at the 6th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Durham, England, Aug. 22-25, 2005.

LibQUAL+ in the local context: results, action and evaluation
Selena Lock & Stephen Town , Presentation for the paper presented at the 6th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Durham, England, Aug. 22-23, 2005.

LibQUAL+ in the local context: results, action and evaluation.
Selena A. Lock & J. Stephen Town , Presented at the 6th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Durham, England, Aug. 23, 2005.

LibQUAL+ in the UK and Ireland: three years findings and experience
J. Stephen Town & Selena A. Lock , Presented at the 6th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Durham, England, Aug. 23, 2005.

LibQUAL+ in the UK and Ireland: three years findings and experience
Stephen Town & Selena Lock , Presentation for the paper presented at the 6th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Durham, England, Aug. 22-23, 2005.

The New Library User in Sweden: A LibQUAL+(TM) Study (PowerPoint)
Martha Kyrillidou, Ann-Christin Persson , Presented at the 6th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Durham, England, Aug. 22-23, 2005.

2009 ARL Notebook

2009 SCONUL Notebook - Session I Only

2009 ARL Notebook - Session I Only

2008 ARL Notebook

2007 ARL Notebook

CARL Consortium 2007 Results Notebook

JULAC Consortium 2007 Results Notebook

2006 ARL Notebook

2005 ARL Notebook

2004 ARL Notebook

*Suggestions for Marketing Your LibQUAL+ Survey
LibQUAL+® Team

Marketing Materials - Flyer
Roxbury Community College , Make this a mini-flyer - print 4 to a page. See print settings in Word.

Marketing Materials - Letter to Faculty
Roxbury Community College , This letter is accompanied by a "mini-flyer" - printed 4 to a page.

Marketing Materials - Flyers (4 total)
Anglia Ruskin

Marketing Materials - Bookmarks
Anglia Ruskin

Marketing Materials - Table Tent
Anglia Ruskin

Marketing Materials - Flyer
University of Cape Town, South Africa

Marketing Materials - Flyer 2
University of Cape Town, South Africa

Marketing Materials - Flyer 3
University of Cape Town, South Africa

Marketing Materials - Invitation
University of Cape Town, South Africa

LibQUAL+® 2006: Measuring Service to Achieve Excellence
Texas A&M University Libraries

Participant-Related Sites
Links to Web sites created by LibQUAL+® participants.

LibQUAL+® Share Fair: Summer 2009 (Chicago)
This booklet contains contact information and abstracts from the Summer 2009 LibQUAL+® Share Fair presentations in Chicago, IL.

LibQUAL+® Share Fair 2007
This booklet contains contact information and abstracts from the Summer 2007 LibQUAL+® Share Fair presentations in Washington, DC.

LibQUAL+® Share Fair: Summer 2006
This booklet contains contact information and abstracts from the Summer 2006 LibQUAL+® Share Fair presentations in New Orleans, Louisiana on June 26.

LibQUAL+(TM) Share Fair: Summer 2005 (Chicago)
This booklet contains contact information and abstracts from the Summer 2005 LibQUAL+(TM) Share Fair presentations in Chicago, Illinois on June 28.

LibQUAL+(TM) Share Fair 2004
Photos of the LibQUAL+(TM) Share Fair held in Orlando, FL June 2004.

LibQUAL+(TM) Share Fair: Summer 2004 (Brighton, UK)
This booklet contains contact information and abstracts from the Summer 2004 LibQUAL+(TM) Share Fair presentations in Brighton, UK on July 7.

LibQUAL+(TM) Share Fair: Summer 2004 (Orlando)
This booklet contains contact information and abstracts from the Summer 2004 LibQUAL+(TM) Share Fair presentations in Orlando, Florida on June 26.

(1)

Emerald
Emerald articles appear with the permission of the publisher (www.emeraldinsight.com). You can access your Emerald subscription holdings by clicking on the Emerald logo link.

(2)

The Johns Hopkins University Press

(3)

University of Illinois Graduate School of Library and Information Science
Library Trends articles appear with the permission of the publisher, the University of Illinois Graduate School of Library and Information Science ( http://www.lis.uiuc.edu/puboff/).