Service quality assessment in provision of library services

Libraries are dynamic organization providing dynamic services to their patrons. However, advances in IT and networking have created a serious competition to libraries from many information service provisioning agents. The purpose of this study is to understand the issue relevant to service quality assessment in libraries and subsequently develop a conceptual model of aligning library quality of service assessment for effective reporting of library value and performance to stakeholders. In this paper, we will focus on the provision of library services and the nature of the relationship and interactions between various components of library services.

Embedded library services : beyond chance encounters for students from low SES backgrounds

This paper reports research that examined how the embedding of library services through the learning management system contributed to the experience of students from low socio-economic status (SES) backgrounds. To evaluate the embedded practice, the researchers used a mixed-method approach involving surveys with students and interviews with library and academic staff. Survey results showed gains in students' awareness of library resources and in their confidence and satisfaction using them. Staff participants reported benefits to students from the improved visibility of the library and involvement of students in conversations about information literacy. The teacher derived personal benefits in learning more about digital information resources while library staff benefitted from the research-driven nature of the practice which strengthened their collaborative partnership with academic staff. Based on the evaluation, an embedded approach has been adopted at the university in additional courses which have similar student profiles. The outcomes are relevant more widely in demonstrating both the potential benefits of embedded practice for supporting diverse student populations and how libraries can target their activities more effectively to national and university agendas for improving student outcomes.

Library learning space design : a good student fit

We are seeing a renewed interest nationally and internationally in the design and development of new learning environments. There is, at Deakin and more generally in the higher education sector, recognition that the students' experience of a flexible and supportive educational environment is central to excellent teaching and fosters student success. Recent Carrick Institute (now the Australian Learning and Teaching Council) grants have supported the need for a greater understanding of good practice, with workshops being held around the country.

The student experience is integral to planning the re-purposing of Library spaces at Deakin's two larger campuses, Waurn Ponds and Burwood. The physical spaces within the Library will be flexible and provide support for individual learning and study, group learning and discussion, with ubiquitous ICT access and assistance services readily accessible. The improvement to the amenities, including contemporary, wired casual spaces, will encourage students to come on to campus and stay, strengthening opportunities to build a learning community. This learning community can extend through opportunities for social networking to students studying online and off-campus.

Library services and spaces will align with the new pedagogical needs of the university, providing holistic support for students' flexible learning experiences.
"We know that space can have a significant impact on teaching and learning . . . What we know about how people learn has changed our ideas about learning space. There is value from bumping into someone and having a casual conversation. There is value from hands on, active learning as well as from discussion and reflection. There is value in being able to receive immediate support when needed and from being able to integrate multiple activities [and multiple information sources] to complete a project." (Diane Oblinger, Learning Spaces, EDUCAUSE, 2006).

Digital library service quality assessment model

With the introduction of digital library services, the quality of service (QoS) has become paramount importance for evaluating the performance of the digital library service provisioning. Various models and frameworks have been proposed to evaluate digital library QoS. However, the prevalent research concentration in QoS for digital library is on the dimensions of the perspective of users’ perception. In this paper, we address the same research problem from a different dimension which is from the perspective of the digital service providers. To this end, we propose a new model suitable for evaluating the performance of digital library services. We argue that the level of QoS provided by the digital service providers have direct impact on the perception and satisfaction of the digital service end-users.

Leveraging leverage : how strategies can really work for you

The theme of the new Strategic Plan 2008-12 for Deakin University is the delivery of effective partnerships with a key focus on enhancing student experience. The Library has a key role in seeking new and improved ways to support the university’s teaching, learning, scholarship and research activities. Investigations of Web 2.0 technologies have pinpointed suitable applications to enhance student engagement with the Library and with information resources. Along with digital initiatives, the Library is creating intelligent collaborative and contemporary spaces to support and enhance students’ informal learning. Spaces will accommodate student-centred problem-based pedagogy and offer options for interactive group learning, quiet study and reflective zones.

This paper outlines a holistic approach adopted by Deakin University Library and reports on successes and challenges in meeting strategic outcomes to enhance student experience and learning discovery.

Mind the gap 2014 : research to inform the next five years of library development

Libraries have a long history of gathering evidence of performance. The results of regular client satisfaction surveys directly inform the continuous improvement of library and information services. Staff and student input is critical for improving library physical and virtual spaces, facilities and resources, and also to learn how the university community may approach information discovery into the future.

At Deakin University Library we are investigating, developing and integrating Web 2.0 applications into our service delivery. At the same time, designs for next generation physical learning spaces are being developed and implemented. These will extend the opportunities for students to contribute to a connected network of learners and teachers, to develop social networks, and to enrich experience of university life. Both the online and spaces strategies support the University’s distinctive advantage in flexible education.

But what of the future? How can the Library ensure that its support of research, teaching and learning aligns with changes in the behaviour and preferences of the university community in the next five years? This paper reviews Deakin University Library’s recent achievements, exposes an important gap and previews its plans to ensure its reliable support to the university community continues.

Deakin University Library website 2.0 : iterative change for maximum gain

The purpose of library websites is evolving. Deakin University Library originally undertook to redevelop its website to provide improved access to information, resources and services and to better meet clients in their space. The first phase redeveloped the library homepage and top level link pages. During this time, social networking applications were becoming part of higher education. There were new choices: the Library website and search tools could undergo significant metamorphosis; adopt Web2.0 functionality and move from being the public face of the online library to the public space of its online community, with students and staff as active partners in its development.