Project Description: Beginning in 2002, The Libraries began conducting the Association of Research Libraries LibQual survey. LibQual solicits user opinions of service quality assisting libraries by providing qualitative and quantitative data used in decision-making processes to improve user services. After completing the survey in 2003, the Libraries moved to a three-year cycle for conducting the survey, completing it for the fourth time most recently in 2009.
In response to user comments from LibQual and other survey instruments, the libraries modified operating procedures and services offered, implementing many user suggestions. The We Hear You campaign, informed library users of the changes made resulting from their comments. The campaign took several approaches including, a news story appearing in the WSU News, daily tweets on the WSU Libraries Twitter Feed, a news item appeared on the Libraries news feed, a facebook update, and screensavers announcing the changes were added to public terminals displaying when the terminals are not in use.
Project Leader: Steve Borrelli
Team Members: Zinthia Briceno-Rosales, Robert Ferguson, and Cindy Kaag