Using the LibQUAL+ Survey to Inform Strategic Planning

The Arthur Lakes Library at Colorado School of Mines participated in an extensive strategic planning process in the spring of 2017 resulting in the development of a strategic plan for 2017–2020. The impetus for this planning process was the addition of seven new faculty and staff members, including a new university librarian. Strategic planning involved input from all library employees as well as library stakeholders (students, faculty, and university staff members). In February 2018, the library’s assessment committee conducted the latest round of LibQUAL survey data collection. The library has participated in the LibQUAL survey every three to four years since 2003. Our focus with previous surveys had been to make improvements in the library based on survey comments. After reviewing the results and comments of the 2018 LibQUAL survey, committee members Patricia Andersen and Christine Baker observed that information gleaned from the survey data and comments could be connected to goals and objectives in the library’s strategic plan. In-depth analysis of survey data and comments could be used to assess relevance and achievement of goals in the current plan and as a tool for developing future strategic plans. The first step involved analyzing the LibQUAL data and utilizing a coding system for the comments. The authors chose to adapt Brown University Library’s Methodology for Coding Qualitative Data (User Comments).1 After the comments were categorized and the LibQUAL survey data analyzed, connections between the results and the strategic plan were identified. The next step entailed an in-depth examination of the library’s strategic plan highlighting all components that related to data and comments from the survey. We found that many of the comments (both positive and negative) linked directly to goals, strategies, objectives, and actions in the strategic plan. Most of the comments involved physical space and use of space (e.g., more study space/rooms or needs updating, etc.) and ambiance (e.g., too noisy, good natural light, etc.). The responses to the core questions for the library as place dimension are aligned with the comments. The library is currently advocating for a renovation and the results from this survey demonstrate that stakeholders agree with the need to improve library spaces and ambiance. Several stakeholders mentioned the need for renovating the existing space or building a new library, adding evidence to the library’s advocacy efforts. Addressing other aspects of the strategic plan, the library recently acquired new resources and implemented new services prior to the 2018 LibQUAL survey. Survey data and comments indicated that these resources and services were both welcomed and well-publicized. Strategic planning and LibQUAL survey results and comments can be used together to assess resources, services, and space in the library. 2018 LibQUAL survey results and comments support and validate the direction of our current strategic plan and can be used as an assessment method as we move forward with our plan and develop future strategic plans. Introduction and Background The Arthur Lakes Library at Colorado School of Mines (Mines), an applied science and engineering school with approximately 6,000 students, is the only library on the Mines campus. The library has held a LibQUAL survey every three to four years since 2003, with the most recent survey held in 2018. While the LibQUAL survey gathers feedback from faculty, as well as graduate and undergraduate students, the undergraduate students are the heaviest users of the physical library and make up the largest number of respondents to the survey. The response rate for each user group ranged from 10% to 11%. In January 2017, a year prior to running the LibQUAL survey, the Arthur Lakes Library participated in an extensive strategic planning process resulting in the development of a strategic plan for 2017–2020. The impetus for this planning process was the addition of new faculty and staff members, including a new