Knowledge
• We support student learning success. • We support teaching and teacher education. • We support research and inquiry.
• We support intellectual and academic freedom. • We support life-long learning
• We encourage reading as a lifelong activity for curiosity and pleasure. Service
• We offer library services characterized by flexibility, creativity, and a positive, friendly attitude.
• We maintain an attractive and secure place for study and the exchange of ideas.
• We evolve to meet the changing information needs of our patrons. • We provide a free and open place for members of the community. • We provide a “barrier free” environment for all patrons.
• We think and act both globally and locally in our service. Civility
• We believe in the inherent worth of each individual library patron. • We provide an inclusive and diverse learning environment.
• We value differences of opinion and perspective.
• We have compassion and respect those who work in the Library and those who use it.
• We encourage a positive attitude and a sense of humor in the libraries. Communication
• We engage in open and honest communication.
• We recognize the importance of participation by all Library stakeholders. • We engage in collaboration both within and beyond the university. Quality
• We attract and retain talented people to accomplish our mission. • We acquire high-quality, appropriate resources of all types. • We support individual and organizational growth.
• We take responsibility for our actions and follow through on our commitments.
Stewardship
• We engage in environmentally sustainable practices. • We engage in the preservation of the intellectual record. • We manage fiscal resources responsibly and efficiently. • We support the principle of intellectual property protection.
GOALS and OBJECTIVES
1. Instruction: To teach effective research strategies and critical thinking about sources.
1.1. Establish the elements of a core information literacy curriculum. 1.2. Increase opportunities for the university community to receive direct
instruction in the use of library resources. 1.3. Develop library online support for instruction.
1.4. Align assessment of Library performance with student learning outcomes.
2. Library Resources: To acquire, preserve and organize the best and most appropriate resources. 2.1. Update and maintain the Library collection development policy.
2.2. Investigate appropriate tools to analyze library resources and use of resources. 2.3. Ensure that library materials are processed and made available in a timely manner. 2.4. Organize Library resources in a logical, accessible and cost-effective manner.
2.5. Increase collection preservation efforts.
3. Library Services: To facilitate convenient and effective access to Library resources.
3.1. Maintain and expand the availability of services in the Library.
3.2. Develop and maintain a Library website that provides the best possible gateway to Library services.
3.3. Explore web-based and other technologies to improve services.
3.4. Ensure continued improvement of Library services by assessment and follow-through. 4. Human Resources: To recruit and retain a competent and diverse library workforce.
4.1. Hire a diverse workforce to meet the Library’s current and future needs.
4.2. Provide an environment in which people can work in an effective, innovative and safe manner.
4.3. Support professional development for librarians and staff.
5. Facilities: To provide the best possible library facilities in support of instruction, scholarship and learning.
5.1. Move towards greater environmental sustainability in library operations. 5.2. Create and adopt a disaster recovery plan.
5.3. Maintain and improve the libraries as an inviting, comfortable and safe place to study. 5.4. Employ the most current equipment possible to support learning and research.
6. Revenue: To secure the fiscal resources necessary to implement the Library strategic plan. 6.1. Spend current funds effectively and efficiently.
6.2. Explore additional sources of funding. 6.3. Maximize consortial purchasing.
6.4. Pursue funding for library resources and services by PASSHE and the Commonwealth of Pennsylvania.
7. Outreach: To promote the Library’s unique role in the university and community and to build effective relationships on campus and beyond.
7.1. Create, implement and assess a library marketing plan to promote the value of the Library to the university.
7.2. Strengthen outreach to campus and support of WCU mission, goals, transformations, initiatives and projects.
7.3. Strengthen outreach to community, library consortia and professional associations. 7.4. Promote the Library as a cultural and intellectual center.
Appendix II
2003 25 Questions 2003 2003 2003 2003 2003 2003 2003 2003 2003 2003 2003 2006 Access to Information Minimum
Mean Desired Mean Perceived Mean Adequacy Mean Superiority Mean Minimum SD Desired SD Perceived SD Adequacy SD Superiority SD Number Equivalent
AI-1 Print and/or electronic journal collections I require for my work
6.50 7.97 6.47 -0.03 -1.50 1.80 1.38 1.87 2.35 2.12 581 IC-8
AI-2 Convenient service hours 6.84 8.08 7.39 0.55 -0.69 1.74 1.24 1.64 2.01 1.73 611 No equiv
AI-3 The printed library materials I need for my work
6.74 8.02 6.73 -0.01 -1.29 1.76 1.31 1.78 2.17 1.94 588 IC-3
AI-4 The electronic information resources I need
6.85 8.07 7.06 0.21 -1.01 1.73 1.26 1.55 2.06 1.73 602 IC-4
AI-5 Timely document delivery/interlibrary loan
6.63 7.88 7.21 0.59 -0.66 1.76 1.38 1.60 1.94 1.69 428 No equiv
Affect of Service
AS-1 Employees who instill confidence in users
5.74 7.55 6.37 0.63 -1.18 1.81 1.49 1.74 2.05 1.91 584 AS-1
AS-2 Readiness to respond to users' questions
6.64 7.93 7.10 0.45 -0.83 1.77 1.37 1.65 1.86 1.64 595 AS-4
AS-3 Willingness to help users 6.76 8.03 7.27 0.51 -0.76 1.72 1.26 1.55 1.79 1.53 606 AS-8
AS-4 Dependability in handling users' service problems
6.66 7.88 6.97 0.32 -0.90 1.67 1.30 1.55 1.86 1.62 557 AS-9
AS-5 Giving users individual attention 6.05 7.48 6.77 0.71 -0.71 1.97 1.61 1.71 1.91 1.82 586 AS-2
AS-6 Employees who have the knowledge to answer user questions
6.94 8.16 7.24 0.30 -0.92 1.70 1.20 1.58 1.88 1.59 594 AS-5
AS-7 Employees who are consistently courteous
6.87 8.05 7.41 0.54 -0.65 1.82 1.31 1.58 2.00 1.64 606 AS-3
AS-8 Employees who deal with users in a caring fashion
6.71 7.89 7.31 0.60 -0.58 1.82 1.43 1.47 1.89 1.63 598 AS-6
AS-9 Employees who understand the needs of their users
6.68 7.88 7.14 0.46 -0.73 1.79 1.39 1.50 1.84 1.57 588 AS-7
Library as Place
LP-1 Quiet space for individual activities 6.62 7.87 7.12 0.50 -0.75 2.00 1.55 1.87 2.45 2.00 597 LP-2
LP-2 A comfortable and inviting location 6.38 7.82 7.15 0.77 -0.67 1.85 1.36 1.65 2.10 1.77 609 LP-3
LP-3 Library space that inspires study and learning
6.45 7.78 6.79 0.34 -0.99 1.97 1.52 1.78 2.28 2.05 595 LP-1
LP-4 Community space for group learning and group study
6.06 7.38 6.74 0.68 -0.65 2.09 1.86 1.75 2.29 2.09 543 LP-5
LP-5 A getaway for study, learning, or research
6.65 7.87 7.14 0.49 -0.73 1.88 1.51 1.65 2.10 1.86 581 LP-4
Personal Control
PC-1 Easy-to-use access tools that allow me to find things on my own
6.53 8.15 6.59 0.06 -1.55 1.71 1.22 1.78 2.07 1.89 615 IC-6
PC-2 Convenient access to library collections
6.51 7.89 7.07 0.56 -0.81 1.67 1.27 1.48 1.81 1.56 605 No equiv
PC-3 A library Web site enabling me to locate information on my own
6.80 8.20 7.10 0.30 -1.09 1.76 1.26 1.72 2.06 1.80 613 IC-2
PC-4 Modern equipment that lets me easily access needed information
6.75 8.08 6.96 0.21 -1.11 1.73 1.33 1.63 2.06 1.80 608 IC-5
PC-5 Making information easily accessible for independent use
6.73 8.08 7.10 0.37 -0.98 1.70 1.23 1.46 1.98 1.63 603 IC-7
PC-6 Making electronic resources accessible from my home or office
LibQual 2006 2006 22 Questions 2006 2006 2006 2006 2006 2006 2006 2006 2006 2006 2006 2003 Affect of Service Minimum Mean Desired Mean Perceived Mean Adequacy Mean Superiority Mean Minimum SD Desired SD Perceived SD Adequacy SD Superiority SD Number Equivalent AS-1
Employees who instill confidence in
users 5.68 7.49 6.78 1.10 -0.71 1.79 1.54 1.53 1.73 1.60 1,182 AS-1
AS-2 Giving users individual attention 5.72 7.22 6.73 1.02 -0.49 1.98 1.72 1.75 1.87 1.75 1,190 AS-5
AS-3
Employees who are consistently
courteous 6.76 8.04 7.63 0.86 -0.41 1.83 1.30 1.47 1.85 1.54 1,224 AS-7
AS-4 Readiness to respond to users' questions 6.61 7.88 7.47 0.86 -0.40 1.74 1.35 1.43 1.69 1.47 1,192 AS-2 AS-5
Employees who have the knowledge to
answer user questions 6.71 7.95 7.50 0.79 -0.45 1.79 1.42 1.42 1.79 1.51 1,197 AS-6
AS-6
Employees who deal with users in a
caring fashion 6.55 7.91 7.46 0.91 -0.45 1.82 1.36 1.40 1.76 1.50 1,212 AS-8
AS-7
Employees who understand the needs of
their users 6.54 7.80 7.36 0.81 -0.45 1.80 1.36 1.43 1.76 1.46 1,178 AS-9
AS-8 Willingness to help users 6.62 7.88 7.49 0.87 -0.40 1.81 1.37 1.41 1.72 1.46 1,195 AS-3
AS-9
Dependability in handling users' service
problems 6.62 7.90 7.25 0.63 -0.64 1.76 1.37 1.50 1.78 1.60 1,082 AS-4
Information Control
IC-1
Making electronic resources accessible
from my home or office 6.53 8.17 7.06 0.53 -1.11 1.84 1.28 1.68 2.06 1.82 1,203 PC-6
IC-2
A library Web site enabling me to locate
information on my own 6.65 8.10 7.17 0.53 -0.93 1.77 1.29 1.58 1.92 1.68 1,224 PC-3
IC-3
The printed library materials I need for
my work 6.54 7.90 7.04 0.50 -0.86 1.78 1.39 1.58 2.03 1.76 1,173 AI-3
IC-4
The electronic information resources I
need 6.54 7.98 7.12 0.58 -0.86 1.71 1.30 1.44 1.83 1.58 1,204 AI-4
IC-5
Modern equipment that lets me easily
access needed information 6.76 8.08 7.14 0.38 -0.94 1.74 1.24 1.55 1.98 1.68 1,214 PC-4
IC-6
Easy-to-use access tools that allow me to
find things on my own 6.67 8.02 7.20 0.54 -0.81 1.72 1.26 1.43 1.86 1.56 1,202 PC-1
IC-7
Making information easily accessible for
independent use 6.63 7.99 7.34 0.71 -0.65 1.78 1.29 1.36 1.80 1.49 1,215 PC-5
IC-8
Print and/or electronic journal collections
I require for my work 6.77 8.12 7.12 0.34 -1.00 1.83 1.33 1.61 2.08 1.80 1,162 AI-1
Library as Place
LP-1
Library space that inspires study and
learning 6.36 7.91 6.91 0.56 -1.00 1.87 1.47 1.74 2.16 1.95 1,216 LP-3
LP-2 Quiet space for individual activities 6.62 7.92 7.19 0.57 -0.73 1.90 1.43 1.64 2.19 1.90 1,199 LP-1
LP-3 A comfortable and inviting location 6.46 7.89 7.16 0.70 -0.73 1.86 1.43 1.65 2.09 1.79 1,224 LP-2
LP-4
A getaway for study, learning, or
research 6.53 7.93 7.22 0.69 -0.71 1.89 1.49 1.59 2.01 1.73 1,185 LP-5
LP-5
Community space for group learning and
group study 6.19 7.56 7.10 0.91 -0.47 1.98 1.65 1.68 2.14 1.94 1,128 LP-4
LibQual 2003 & 2006 Comparison 2006 22 Questions 2006 2003 2006 2003 2006 2003 Affect of Service Minimum Mean Minimum
Mean Change % Change Desired
Mean
Desired
Mean Change % Change Perceived
Mean
Perceived
Mean Change % Change
AS-1 Employees who instill confidence in users 5.68 5.74 -0.06 -1.05% 7.49 7.55 -0.06 -0.79% 6.78 6.37 0.41 6.44%
AS-2 Giving users individual attention 5.72 6.05 -0.33 -5.45% 7.22 7.48 -0.26 -3.48% 6.73 6.77 -0.04 -0.59%
AS-3 Employees who are consistently courteous 6.76 6.87 -0.11 -1.60% 8.04 8.05 -0.01 -0.12% 7.63 7.41 0.22 2.97%
AS-4 Readiness to respond to users' questions 6.61 6.64 -0.03 -0.45% 7.88 7.93 -0.05 -0.63% 7.47 7.10 0.37 5.21%
AS-5
Employees who have the knowledge to answer
user questions 6.71 6.94 -0.23 -3.31% 7.95 8.16 -0.21 -2.57% 7.50 7.24 0.26 3.59%
AS-6
Employees who deal with users in a caring
fashion 6.55 6.71 -0.16 -2.38% 7.91 7.89 0.02 0.25% 7.46 7.31 0.15 2.05%
AS-7
Employees who understand the needs of their
users 6.54 6.68 -0.14 -2.10% 7.80 7.88 -0.08 -1.02% 7.36 7.14 0.22 3.08%
AS-8 Willingness to help users 6.62 6.76 -0.14 -2.07% 7.88 8.03 -0.15 -1.87% 7.49 7.27 0.22 3.03%
AS-9
Dependability in handling users' service
problems 6.62 6.66 -0.04 -0.60% 7.90 7.88 0.02 0.25% 7.25 6.97 0.28 4.02%
Information Control
IC-1
Making electronic resources accessible from my
home or office 6.53 6.84 -0.31 -4.53% 8.17 8.13 0.04 0.49% 7.06 7.03 0.03 0.43%
IC-2
A library Web site enabling me to locate
information on my own 6.65 6.80 -0.15 -2.21% 8.10 8.20 -0.10 -1.22% 7.17 7.10 0.07 0.99%
IC-3 The printed library materials I need for my work 6.54 6.74 -0.20 -2.97% 7.90 8.02 -0.12 -1.50% 7.04 6.73 0.31 4.61%
IC-4 The electronic information resources I need 6.54 6.85 -0.31 -4.53% 7.98 8.07 -0.09 -1.12% 7.12 7.06 0.06 0.85%
IC-5
Modern equipment that lets me easily access
needed information 6.76 6.75 0.01 0.15% 8.08 8.08 0.00 0.00% 7.14 6.96 0.18 2.59%
IC-6
Easy-to-use access tools that allow me to find
things on my own 6.67 6.53 0.14 2.14% 8.02 8.15 -0.13 -1.60% 7.20 6.59 0.61 9.26%
IC-7
Making information easily accessible for
independent use 6.63 6.73 -0.10 -1.49% 7.99 8.08 -0.09 -1.11% 7.34 7.10 0.24 3.38%
IC-8
Print and/or electronic journal collections I
require for my work 6.77 6.50 0.27 4.15% 8.12 7.97 0.15 1.88% 7.12 6.47 0.65 10.05%
Library as Place
LP-1 Library space that inspires study and learning 6.36 6.45 -0.09 -1.40% 7.91 7.78 0.13 1.67% 6.91 6.79 0.12 1.77%
LP-2 Quiet space for individual activities 6.62 6.62 0.00 0.00% 7.92 7.87 0.05 0.64% 7.19 7.12 0.07 0.98%
LP-3 A comfortable and inviting location 6.46 6.38 0.08 1.25% 7.89 7.82 0.07 0.90% 7.16 7.15 0.01 0.14%
LP-4 A getaway for study, learning, or research 6.53 6.65 -0.12 -1.80% 7.93 7.87 0.06 0.76% 7.22 7.14 0.08 1.12% LP-5
Community space for group learning and group
study 6.19 6.06 0.13 2.15% 7.56 7.38 0.18 2.44% 7.10 6.74 0.36 5.34%
2006 22 Questions 2006 2003 2006 2003 2006 2003
Affect of Service Adequacy
Mean Adequacy Mean Change % Change Superiority Mean Superiority Mean Change % Change Minimum SD Minimum SD Change % Change
AS-1 Employees who instill confidence in users 1.10 0.63 0.47 74.60% -0.71 -1.18 0.47 -39.83% 1.79 1.81 -0.02 -1.10%
AS-2 Giving users individual attention 1.02 0.71 0.31 43.66% -0.49 -0.71 0.22 -30.99% 1.98 1.97 0.01 0.51%
AS-3 Employees who are consistently courteous 0.86 0.54 0.32 59.26% -0.41 -0.65 0.24 -36.92% 1.83 1.82 0.01 0.55% AS-4 Readiness to respond to users' questions 0.86 0.45 0.41 91.11% -0.40 -0.83 0.43 -51.81% 1.74 1.77 -0.03 -1.69% AS-5 Employees who have the knowledge to
answer user questions 0.79 0.30 0.49 163.33% -0.45 -0.92 0.47 -51.09% 1.79 1.70 0.09 5.29%
AS-6 Employees who deal with users in a caring
fashion 0.91 0.60 0.31 51.67% -0.45 -0.58 0.13 -22.41% 1.82 1.82 0.00 0.00%
AS-7 Employees who understand the needs of their users 0.81 0.46 0.35 76.09% -0.45 -0.73 0.28 -38.36% 1.80 1.79 0.01 0.56%
AS-8 Willingness to help users 0.87 0.51 0.36 70.59% -0.40 -0.76 0.36 -47.37% 1.81 1.72 0.09 5.23%
AS-9 Dependability in handling users' service
problems 0.63 0.32 0.31 96.88% -0.64 -0.90 0.26 -28.89% 1.76 1.67 0.09 5.39%
Information Control
IC-1 Making electronic resources accessible
from my home or office 0.53 0.19 0.34 178.95% -1.11 -1.09 -0.02 1.83% 1.84 1.84 0.00 0.00%
IC-2 A library Web site enabling me to locate information on my own 0.53 0.30 0.23 76.67% -0.93 -1.09 0.16 -14.68% 1.77 1.76 0.01 0.57% IC-3 The printed library materials I need for my
work 0.50 -0.01 0.51
-
5100.00% -0.86 -1.29 0.43 -33.33% 1.78 1.76 0.02 1.14%
IC-4 The electronic information resources I need 0.58 0.21 0.37 176.19% -0.86 -1.01 0.15 -14.85% 1.71 1.73 -0.02 -1.16% IC-5 Modern equipment that lets me easily
access needed information 0.38 0.21 0.17 80.95% -0.94 -1.11 0.17 -15.32% 1.74 1.73 0.01 0.58%
IC-6 Easy-to-use access tools that allow me to find things on my own 0.54 0.06 0.48 800.00% -0.81 -1.55 0.74 -47.74% 1.72 1.71 0.01 0.58% IC-7 Making information easily accessible for
independent use 0.71 0.37 0.34 91.89% -0.65 -0.98 0.33 -33.67% 1.78 1.70 0.08 4.71%
IC-8 Print and/or electronic journal collections I
require for my work 0.34 -0.03 0.37
-
1233.33% -1.00 -1.50 0.50 -33.33% 1.83 1.80 0.03 1.67%
Library as Place
LP-1 Library space that inspires study and learning 0.56 0.34 0.22 64.71% -1.00 -0.99 -0.01 1.01% 1.87 1.97 -0.10 -5.08%
LP-2 Quiet space for individual activities 0.57 0.50 0.07 14.00% -0.73 -0.75 0.02 -2.67% 1.90 2.00 -0.10 -5.00%
LP-3 A comfortable and inviting location 0.70 0.77 -0.07 -9.09% -0.73 -0.67 -0.06 8.96% 1.86 1.85 0.01 0.54%
LP-4 A getaway for study, learning, or research 0.69 0.49 0.20 40.82% -0.71 -0.73 0.02 -2.74% 1.89 1.88 0.01 0.53% LP-5 Community space for group learning and
2006 22 Questions 2006 2003 2006 2003 2006 2003
Affect of Service Desired
SD