Library Space Assessment: User Learning Behaviors in the Library

As an essential department at a higher education institution and an informal learning space, little is known about how academic libraries contribute to student learning on campus. The Olin Library sought to learn the role of library space in our users' learning. We surveyed users about their learning behaviors in a specific space prior to a scheduled renovation and then in the same space after. We wanted to determine how the renovation changed users' perceptions of their learning behaviors in that space.     

Effectiveness of Virtual Reference Services in Academic Libraries: A Qualitative Study Based on the 5E Learning Model

This study explores library users' perceptions and preferences of virtual reference services (VRS) in an academic library in Hong Kong and examines the impact of VRS on students' learning for the future improvement of the library's services. A qualitative semi-structured interview was conducted with ten students from different faculties of a comprehensive university in Hong Kong. Proceedings of the interviews were recorded using Zoom, transcribed, and analyzed into theme tables according to the 5E learning model. Results indicate that WhatsApp is the most preferred VRS due to its convenience, response immediacy, textual record, and minimal learning efforts. Phone, email, and Zoom are less preferred due to users' perceived embarrassment, formality, and time constraints. The findings demonstrate that VRS is vital in students' different learning stages. It arouses students' interest in learning and information search, allows the exploration of new learning resources, provides a good platform to solve learning problems, and offers efficient and instant help for learning. Unlike previous studies, this study identifies users' perceived impact of VRS on their learning process based on the 5E learning model. It provides important implications and suggestions to improve VRS and staff training to enhance the library's overall reference services.     

Validating students' library experience survey using rasch model

Few studies have investigated the psychometric property of new instruments developed locally to assess students' library experience, such as their behavior, perception and attitude toward library use. Validating a survey instrument is critical because using untested assessment instruments is more likely to lead to a lack of credibility in the results, as well as a lack of accuracy in the study's purpose (Sullivan, 2011). This study used data from a locally developed student library experience survey distributed in Spring 2018 at a large public research university library to examine undergraduate and graduate students' behaviors, attitudes and perceptions of library use. To test the validity of the survey as to whether six subdomains of the library experience survey contributed to a single construct, library experience, the study used Rasch model framework. This study contributes to the field as a first example using the Rasch model for library assessment purposes. Suggestions for best practices are discussed.     

Understanding the aggressive workplace: Development of the workplace aggression tolerance questionnaire

This research reports the results of two studies designed to develop and assess the psychometric properties of the Workplace Aggression Tolerance Questionnaire (WATQJ. The WATQ items assess perceptions of the tolerance of workplace aggression, the perceived appropriateness of the use of aggressive behaviors in organizations. The WATQ is offered as a means of assessing and possibly tracking a wide array of workplace aggression behaviors, including physical and verbal, active and passive, and direct and indirect forms. The first study examines the basic psychometric properties of the instrument. The second study provides evidence for its convergent and discriminant validity.     

Evaluating Signs in a University Library

Wayfinding in libraries can be a difficult and challenging task, and yet few studies of wayfinding have been concerned with libraries. Although it is true that the library and information science literature includes studies designed to measure user frustration, wayfinding problems as a cause of frustration have been neglected here, too. This is an investigation to determine if signs have an impact on the success of library users in locating what they need. Using the University of Rhode Island Library as a laboratory, the authors designed a survey instrument to evaluate users' perceptions of the value of directional and locational signs. Dala confirmed previous observations of user search difficulties. Although local in focus, the study has implications for most academic libraries.     

User categorization of public library collections

To help users find their way around the large number of titles available, public libraries organize the collection by placing titles on shelves by genre, by adding classification codes in their online catalogs, and by pictograms on book covers. However, users may have different perceptions of how titles are to be grouped in genres or categories. Public library collections will be more accessible when the way their collection is organized matches these users' perceptions. The authors show how user perceptions can be derived from library loan transaction data. To overcome the particular methodological issues in using such data, a method of ultrametric trees and latent class analysis is developed to determine segments of users and how they categorize the collection. Results show clear user categorizations that in particular respects differ from conventional public library categorizations.     

Cognitive mapping and its implication for understanding cultural behaviors and experiences in libraries

Cognitive mapping is a method typically adopted in ethnographical research to learn about library user behavior and experience in a cross-cultural context. Through reporting practical findings from a case study, where it served as a key method, the usefulness of cognitive mapping in revealing cognitive style and perceptions of the library and in understanding cultural users' behaviors and experiences is explored. Cognitive mapping offers an open exploratory way to help self-reflection of personal contexts regardless of language constraints. As such, it provides for the study of multiple cultural communities. In addition, its potential of usage in a virtual environment is presented. One limitation of this method is the extent to which it can reveal the holistic picture of library experience in isolation. As such, it works well when applied with other data collection techniques to form a flexible yet robust methodological framework to learning about library cultural groups.     

Rational actions or institutional actions: A study on the rationality in academic librarians' decision-making processes when purchasing e-book products

It is important for academic librarians to demonstrate that they are trusted stewards of public money when purchasing e-book products; however, prior studies seldom examine the rationality in librarians' decision-making processes. Interviews including 20 librarians from 19 different institutions were conducted to collect data about their decision-making processes when purchasing e-book products. Institutional theory was used as a framework to analyze interview data. Librarians' perceptions of the environment where their decision process occurred were described as full of uncertainty, with the e-book market viewed as non-competitive with limited alternative products. Seven strategies the interviewees adopted to justify their purchase decisions were then identified, including experimentation, incorporating users' input, reliance on written documents, learning from past experiences, learning from other libraries, group decision, and aggressive negotiation. Decision-making processes were a mixture of institutional and rational actions. Factors affecting rationality in librarians' e-book purchase decisions could be applied to other types of decision-making in library settings, allowing stakeholders to better understand and interpret the situations that either help or hinder the rationality in library's decision-making.     

Development and validation of a measuring instrument for digital library maturity

Development of a digital library demands extensive financial, human, and technological investments. Appropriate models and measurement tools are required to achieve the goals of these libraries to assess them. This research was conducted with the aim of developing and validating a tool to measure the maturity of a digital library based on the “digital library maturity model” (DLMM). Two sources including literature and experts' opinion were used to determine the criteria for each code. Expert opinion and confirmatory factor analysis were used to confirm the content and construct validity of the developed tool, respectively. The reliability of the designed tool was examined by the Cronbach's alpha test. Finally, the designed tool validity and reliability were confirmed. Managers of digital libraries can use this tool to understand the maturity level of their digital libraries and plan to improve the library or to attain advanced levels of maturity.     

Higher-Order Factor Analytic Perspectives on Users' Perceptions of Library Service Quality

The SERVQUAL measure was developed by Parasuraman, Berry, and Zeithaml (SERVQUAL: A multiple-item scale for measuring customer perceptions of service quality. Journal of Retailing, 64, 12–40) to measure perceptions of service quality, originally in the retailing sector. Libraries and other educational institutions, however are also service providers. Librarians, in particular, have recently become increasingly interested in measuring quality of service as the ultimate assessment of library performance, as against more traditional measures of performance such as mere counts of various holdings. The present study explored SERVQUAL score validity in the library service context using data from 596 users representing three user groups and measurement at three times over six years. Second-order factor analysis provided mixed results as regards the psychometric integrity of SERVQUAL scores applied within the library service context.     

Known-item searches and search tactics in library search systems: Results from four transaction log analysis studies

A better understanding of users' search interactions in library search systems is key to improving the result ranking. By focusing on known-item searches (searches for an item already known) and search tactics, vast improvement can be made. To better understand user behaviour, we conducted four transaction-log studies, comprising more than 4.2 million search sessions from two German library search systems. Results show that most sessions are rather short; users tend to issue short queries and usually do not go beyond the first search engine result page (SERP). The most frequently used search tactic was the extension of a query (‘Exhaust’). Looking at the known-item searches, it becomes clear that this query type is of great importance. Between 38%–57% of all queries are known-item queries. Titles or title parts were the most frequent elements of these queries, either alone or in combination with the author's name. Unsuccessful known-item searches were often caused by items not available in the system. Results can be applied by libraries and library system vendors to improve their systems, as well as when designing new systems. Future research, in addition to log data, should also include background information on the usage, for example, through user surveys.     

Evaluation of digital libraries: Criteria and problems from users' perspectives

Digital library research has developed over the past decade, but little has been done on the identification of evaluation criteria, especially from users' perspectives. This article identifies users' criteria and applies them to the evaluation of existing digital libraries. Forty-eight subjects were instructed to develop and justify a set of essential criteria for the evaluation of digital libraries. At the same time, they were requested to evaluate existing digital libraries by applying the criteria that they were developing. A compilation of criteria developed by participants show that usability and collection quality were the most important criteria for evaluating digital libraries. Service quality, system performance efficiency, and user opinion solicitation were also deemed essential criteria. The author further compares digital library evaluation criteria identified by users and researchers and applied in previous research. The article reveals problems in current digital library design and development, discusses suggestions for improving digital library design, and presents areas for further research.     

Proving Value and Improving Practice: Using System Data to Analyze User Behaviors

Today's library systems collect and supply a wealth of transaction data. The unobtrusive data collected by these systems can help us understand our users' search and information-retrieval behaviors. Analyzing user behaviors challenges or reinforces our practices, and the changes we make should not be simply consumer preferences but based upon the analysis of usage patterns and search behavior. Institutions of any size can use a cyclical grounded theory model to look at the unobtrusive data that is available from systems such as WorldCat Local, Google Analytics, and others to reveal our users' information-seeking behaviors.

The author's model shows how system-generated data can be a part of an assessment strategy for ongoing improvement that can be implemented by small academic libraries. By articulating inputs consisting of goals, users, and performance indicators, and by utilizing a grounded-theory approach, libraries can observe behaviors that can inform, as well as reveal, outputs.     

Examining the measurement and structural invariance of LibQUAL+® across user groups

The LibQUAL+® instrument measures users' perceptions of library service quality; three factors are evaluated: Affect of Service, Information Control, and Library as Place. Although previous studies have assessed the factorial invariance of LibQUAL+®, factorial invariance by itself is insufficient for score comparability across groups. Stronger levels of measurement invariance need to be established. This study systematically tested the measurement and structural invariance of LibQUAL+® scores in a sample of 1551 undergraduate students, 707 graduate students, and 134 faculty members. Multi-group confirmatory factor analyses showed that full measurement invariance did hold between students and faculty for the complete instrument. Building on the measurement invariance, structural invariance models showed that factor variances were equivalent across user groups, but factor covariances and means differed. Faculty had higher perceptions of Affect of Service and undergraduate students had higher perceptions of Library as Place compared to the other groups.     

Comparison between user affinity with digital libraries and virtual communities

There is ongoing discussion about the value and reliability of information produced by experts and organized by digital libraries in universities versus information produced by the crowd in virtual communities. This study compares users' perceptions of digital libraries and virtual communities in terms of affinity. In this study, affinity with digital libraries or virtual communities is defined as the degree of importance that users place on digital libraries or virtual communities. Data collected from 334 users of digital libraries and virtual communities were used for data analysis. The statistical method of 'compare means' is employed. We find the mean of affinity with digital libraries is significantly larger than that of virtual communities, suggesting users are likely to perceive higher levels of affinity with digital libraries than with virtual communities. More analysis oriented to different groups is also conducted. The findings and their implications are discussed.     

Using SERVQUAL in health libraries across Somerset,Devon and Cornwall

This study provides the results of a survey conducted in the autumn of 2001 by ten NHS library services across Somerset, Devon and Cornwall. The aim of the project was to measure the service quality of each individual library and to provide an overall picture of the quality of library services within the south-west peninsula. The survey was based on SERVQUAL, a diagnostic tool developed in the 1980s, which measures service quality in terms of customer expectations and perceptions of service. The survey results have provided the librarians with a wealth of information about service quality. The service as a whole is perceived to be not only meeting but also exceeding expectations in terms of reliability, responsiveness, empathy and assurance. For the first time, the ten health library services can measure their own service quality as well as benchmark themselves against others.     

The dimensions of library service quality: A confirmatory factor analysis of the LibQUAL + instrument

The LibQUAL + instrument has been widely adopted by libraries to evaluate user perceptions of library service quality. Studies combining groups (e.g., Lane et al., 2012) have shown high correlations between two factors, suggesting the possibility that a two-factor model may fit as well as the three-factor model theorized by the developers. Also, previous studies have not closely examined residuals to analyze local misfit in the context of theory but instead have often correlated error terms to improve model fit. This study uses LibQUAL + responses from undergraduates at a public, comprehensive university to test three-factor, two-factor, and one-factor models of user perceptions of library service quality. Global fit indices indicated that both two-factor and three-factor models were empirically supported, but the three-factor model had better theoretical support. Furthermore, this article adds to the literature the unique perspective of residual analysis and builds theoretical arguments in the interpretation of the final model. Areas of local misfit suggest the need for independent studies to examine residuals. If areas of misfit repeat across institutional populations, that could suggest the potential for further instrument development, while if areas of misfit are unique to institutional populations, this could target areas for institutions to investigate more closely.