Brodkom LibQUAL+ Paris juin 2012

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Dr Frédéric Brodkom UCLouvain / Library of science and technology Actions implemented after the 2009 LibQUAL+ survey LibQUAL-GBLF – York (UK) – 2011-08-22 LibQUAL-GBLF – Paris (FR) – 2012-06-24 A comprehensive approach of the actions implemented after the 2009 LibQUAL+ survey in the university libraries of the French speaking community of Belgium Dr Frédéric Brodkom / UCL Library of science and technology for CIUF Commission Interuniversitaire de la Communauté française « Commission Bibliothèques » La mesure des actions entreprises pour répondre aux attentes des usagers suite à l’enquête LibQUAL+ dans les bibliothèques universitaires francophones de Belgique Adaptation de la présentation faite à l’atelier LibQUAL de la 9th Northumbria Conf 2011 York D D D D D D D D D D D D D D D D D D D D D D D D D D D D D D

description

par Frédéric Brodkom

Transcript of Brodkom LibQUAL+ Paris juin 2012

Page 1: Brodkom LibQUAL+ Paris juin 2012

Dr Frédéric Brodkom UCLouvain / Library of science and technology

Actions implemented after the 2009 LibQUAL+ survey

LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24

A comprehensive approach of the actions implemented after the 2009 LibQUAL+ survey in the university libraries of the French speaking community of Belgium

Dr Frédéric Brodkom / UCL Library of science and technologyfor CIUF Commission Interuniversitaire de la Communauté

française«

Commission Bibliothèques

»

La mesure des actions entreprises pour répondre aux attentes des usagers suite à

l’enquête LibQUAL+ dans les bibliothèques universitaires

francophones de Belgique

Adaptation de la présentation faite à

l’atelier LibQUAL de la 9th Northumbria Conf 2011 York

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Page 2: Brodkom LibQUAL+ Paris juin 2012

Dr Frédéric Brodkom UCLouvain / Library of science and technology

Actions implemented after the 2009 LibQUAL+ survey

LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24

Valid responses  % participation 

(total students, acad. 

& research staff)

Nbr comments

UCL 2.878 11,04 % 956

ULB 2.053 8,29 % 840

ULg 1.829 9,93 % 676

Total 6.760 9,59 %

Communauté

française de Belgique devenueFédération Wallonie-Bruxelles Aide financière et budgetArts et cultureBelgique, Europe et InternationalCinéma, médias et nouvelles technologiesEnfance et jeunesseEnseignement, formation et rechercheFonction publique et administrationLégislation, documentation et publicationsSantéSites, bâtiments et architectureSociétéSport

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Page 3: Brodkom LibQUAL+ Paris juin 2012

Dr Frédéric Brodkom UCLouvain / Library of science and technology

Actions implemented after the 2009 LibQUAL+ survey

LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24

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Page 4: Brodkom LibQUAL+ Paris juin 2012

Dr Frédéric Brodkom UCLouvain / Library of science and technology

Actions implemented after the 2009 LibQUAL+ survey

LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24

UCL + ULB + ULG UCL

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Page 5: Brodkom LibQUAL+ Paris juin 2012

Dr Frédéric Brodkom UCLouvain / Library of science and technology

Actions implemented after the 2009 LibQUAL+ survey

LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24

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Page 6: Brodkom LibQUAL+ Paris juin 2012

Dr Frédéric Brodkom UCLouvain / Library of science and technology

Actions implemented after the 2009 LibQUAL+ survey

LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24

3

4

5

6

7

8

9AS-6 attentif

AS-5 compétent

AS-4 disponible

AS-3 courtois

AS-2 servi perso

AS-1 confiance

LP-5 groupe

LP-4 espace

LP-3 confort

LP-2 esp. indiv.

LP-1 locaux étuderevues IC-8

autonome IC-7

repèrage IC-6

équip. info IC-5

numérique IC-4

papier IC-3

libellule IC-2

accès e- IC-1

fiable AS-9

aider AS-8

comprend AS-7

UCL/BST - 2009 - Enseignant et chercheur (n = 99) SATISF. 6,95 Perceived Greater Than Desired

Perceived Less Than Desired

Perceived Greater Than Minimum

Perceived Less Than Minimum

3

4

5

6

7

8

9UF-5 PIB

UF-4 s

UF-3 formationscatalogue UF-2

oraires UF-1

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Page 7: Brodkom LibQUAL+ Paris juin 2012

Dr Frédéric Brodkom UCLouvain / Library of science and technology

Actions implemented after the 2009 LibQUAL+ survey

LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24

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Page 8: Brodkom LibQUAL+ Paris juin 2012

Dr Frédéric Brodkom UCLouvain / Library of science and technology

Actions implemented after the 2009 LibQUAL+ survey

LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24

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Page 9: Brodkom LibQUAL+ Paris juin 2012

Dr Frédéric Brodkom UCLouvain / Library of science and technology

Actions implemented after the 2009 LibQUAL+ survey

LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24

Journée de réflexion sur les résultats de l’enquête LibQUAL+Rencontre avec le Corta‐BIULPrésentation dans les diverses Commissions de bibliothèquePrésentation au Comité

de Réflexion et d’ImpulsionRapport de synthèse aux autorités via le Conseil des bibliothèques

Secteur des sciences humainesFaculté

de droit et de criminologie (DRT)Faculté

des sciences économiques, sociales, politiques et de communication (ESPO)Louvain School of Management (LSM)Faculté

de philosophie, arts et lettres (FIAL)Faculté

de psychologie et des sciences de l'éducation (PSP)Faculté

de théologie (TECO)

Secteur des sciences de la santéFaculté

de pharmacie et des sciences biomédicales (FASB)Faculté

des sciences de la motricité

(FSM)Faculté

de santé

publique (FSP)Faculté

de médecine et médecine dentaire (MEDE)

Secteur des sciences et technologiesFaculté

d'ingénierie biologique, agronomique et environnementale (AGRO)Ecole Polytechnique de Louvain (EPL)Faculté

d'Architecture, d'Ingénierie architecturale, d'Urbanisme (LOCI)Faculté

des sciences (SC)

BDRT

BSPO

BFLTBISPBPSPBTEC

BSS

BST

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Page 10: Brodkom LibQUAL+ Paris juin 2012

Dr Frédéric Brodkom UCLouvain / Library of science and technology

Actions implemented after the 2009 LibQUAL+ survey

LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24

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Page 11: Brodkom LibQUAL+ Paris juin 2012

Dr Frédéric Brodkom UCLouvain / Library of science and technology

Actions implemented after the 2009 LibQUAL+ survey

LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24

25 AS-3 0,12 ULB Library team

Training for the front-desk team : welcome users, verbal and non- verbal communication, conflict management, RPGs,

Specialized consultant CFIP

Current Current

Improve the psychosolociologic competences of librarians and their ability to control difficult situations

Not measuredTwo-days for each librarian

Cost of private consultant

1 IC-3 0,15 UCL- BST All 25% increase in the budget to

purchase booksUser comittee

January 2010 Current Avoid deniying

relevant requestsMore requests from students Very low 5,000 EUR /

year

13 IC-5 0,21

ULg- BGPhL, Graulic h

All users (in library)

Installation of 90 electric outlets for laptop in complement to WIFI

University technical services

March 2010

Augustus 2011

Improoving the quality of working conditionsa nd allowing the easy use of laptop,

Actually only 14 outlets are installed (difficulties due to the presence of users and the necessity to preserve quitness)

Unknow Unknow

32 LP-2 -1,10 ULB Student s

Restriction of access to non-ULB students during periods of examinations

No January 2011 Current

Reducing during critical periods the anarchic use of spaces in libraries by other public than ULB students in order to reduce noise

Places were freed and the tension between students decreased

Low, control have to be donne by librarians

No direct financial costs

Item Q Ad. Gap Library User Description Partners Start date End date Expected results Observed changes Human

costFinancial cost

7 LP-5 -0,95

ULg- Graulic h, BGPhL

Student s

Planning of allocation of rooms for group works modified in response to the survey.

University technical services

September 2011 Current

In BGPhL, a new space for sept. 2011 and two projects for 2012 and 2013 in the central library

To early to observe change Low Unknow

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Page 12: Brodkom LibQUAL+ Paris juin 2012

Dr Frédéric Brodkom UCLouvain / Library of science and technology

Actions implemented after the 2009 LibQUAL+ survey

LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24

Item Q Ad. Gap Library User Description Partners Start date End date Expected results Observed changes Human

costFinancial cost

5 LQ-5 -0,96 UCL- BPSP

Acade mic staff

New ILL service for resources abroad for faculty members UCL-BST Summer

2009 Current

Quickly find scientific papers out of Belgium at the demand of users

Increase of demand and satisfaction of users

0,1 ETP Very low

2 LQ-4 0,26 UCL- BST

Student s

Creation of a participation council of students

Student associations

November 2009 Current

Foster communication and enhance suggestions

Better participation of students to library management

24 h/year 180 EUR/year (lunch)

33 LQ-1 -1,19 UCL- BDRT

Student s

Opening hours : extension with late closing hours during examination periods

No April 2010 June 2010

Answer the insistent request of extension of opening hours for the study in library

Satisfaction of student. The experience hasn't been continued in 2011 due to the lack of budget for personnal and watching

Important Low

30 LP-5 -1,06 ULB Student s

New community spaces for group works in the library (pilote project during one academic year)

University technical services

December 2009 Current

Reduce the noise in quiet zones for studies and research

Due to excessive noises, soundproof equipement have to be installed to improve the quality of this measure.

Low Important cost

14 LP-3ULg- Germa nique

All users (in library)

Improvement of the heating system

University technical services

AnnouncedDecember 2011

Make the library more welcoming and comfortable at the request of users

To early Unknow Unknow

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Page 13: Brodkom LibQUAL+ Paris juin 2012

Dr Frédéric Brodkom UCLouvain / Library of science and technology

Actions implemented after the 2009 LibQUAL+ survey

LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24

Affect of service (8)AS1 Employees who instill confidence in users

AS2 Giving users individual attention

AS3 Employees who are consistently courteous

AS4 Readiness to respond to users' questions

AS5Employees who have the knowledge to answer user 

questions

AS6 Employees who deal with users in a caring fashion

AS7 Employees who understand the needs of their users

AS8 Willingness to help users

AS9 Dependability in handling users' service problems

1

1

2

1

1

3

0.73

0.12

0.22

0.29

0.33

0.17

0.15

‐0.05

0.01

Nbr Ad.g. GBLF

0.12

0.12

‐0.73 ‐0.53 ‐0.11

LQ3The library organise visits and learning sessions that I 

need

LQ4The library is open to suggestions and new needs of 

users 3

0.55

‐0.04 ? 0.13 0.26

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Page 14: Brodkom LibQUAL+ Paris juin 2012

Dr Frédéric Brodkom UCLouvain / Library of science and technology

Actions implemented after the 2009 LibQUAL+ survey

LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24

Library as a place (13)

LP1 Library space that inspires study and learning

LP2 Quiet space for individual activities

LP3 A comfortable and inviting location

LP4 A getaway for study, learning, or research

LP5 Community space for group learning and group study

3

2

1

5

‐0.31

‐0,46

0.16

0.03

‐0.76

?

?

‐0.36

‐0.05

‐1.10

0.23

‐0.70

0.83

‐0.70 ‐0.95 ‐1,06

LQ1 Opening hours suit me 2 ‐0.15 ‐1.19 ‐0.35

Nbr Ad.g. GBLF

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Page 15: Brodkom LibQUAL+ Paris juin 2012

Dr Frédéric Brodkom UCLouvain / Library of science and technology

Actions implemented after the 2009 LibQUAL+ survey

LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24

Information control (19)

IC1Making electronic resources accessible from my 

home or office

IC2A library Web site enabling me to locate information 

on my own

IC3 The printed library materials I need for my work

IC4 The electronic information resources I need

IC5Modern equipment that lets me easily access needed 

information

IC6Easy‐to‐use access tools that allow me to find things 

on my own

IC7Making information easily accessible for independent 

use

IC8Print and/or electronic journal collections I require for 

my work

2

2

4

1

3

2

‐0.28

0.11

‐0.31

‐0.05

0.05

‐0,07

0.20

‐0.09

‐0.31

0.17

‐0.26

0.21

‐0.07

0.12

?

?

‐0.26

?

?

0.15

?

?

LQ2The library catalogue help me to find easily the 

printed and electronic documents available in my 

institution

LQ5A (ILS) service help me to find easily and rapidly the 

documents not present in my institution

1

4

0.00

‐0.40

0.11

‐0.96 ‐0.29 ‐0.29 0.15

Nbr Ad.g. GBLFD D D D D D D D D D D D D D D D D D D D D D D D D D D D D D

Page 16: Brodkom LibQUAL+ Paris juin 2012

Dr Frédéric Brodkom UCLouvain / Library of science and technology

Actions implemented after the 2009 LibQUAL+ survey

LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24

47 %

20 %

33 %

31

1

32

1

5

2

2

4

13 2

3

24

1

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Page 17: Brodkom LibQUAL+ Paris juin 2012

Dr Frédéric Brodkom UCLouvain / Library of science and technology

Actions implemented after the 2009 LibQUAL+ survey

LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24

Librarymarketing

Teammanagement

Collectiondevelopment

Technicalissue

Libraryorganisation

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Page 18: Brodkom LibQUAL+ Paris juin 2012

Dr Frédéric Brodkom UCLouvain / Library of science and technology

Actions implemented after the 2009 LibQUAL+ survey

LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24

Affect of serviceAS‐8 Willingness to help users :AS‐3 Employees who are consistently courteous

4x

Coaching of the front‐desk teams : how to be more proactive, avoiding conflict, communication2x New design of reception desks in order to facilitate contact between staff and users

LQ‐4 The library is open to suggestions and new needs of users :2x Meeting the users : committee of students, mid‐day lunches with academic/researchSocial networks : new Facebook, Twitter and Wiki accounts and web site

AS‐5 Employees who have the knowledge to answer user questions :Learning session of staff about the library : content, new generation, ebooks, etc.

Librarymarketing

Teammanagement

Libraryorganisation

Collectiondevelopment

Technicalissue

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Page 19: Brodkom LibQUAL+ Paris juin 2012

Dr Frédéric Brodkom UCLouvain / Library of science and technology

Actions implemented after the 2009 LibQUAL+ survey

LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24

Library as a place

LP‐5 Community space for group learning and group study :5x New collaborative or individual spaces and small rooms for group

work

LP‐2 Quiet space for individual activities :LP‐4 A getaway for study, learning, or research :

New oculus in doors to preserve quietness of individual locals2x Demarcated areas for quiet and group study, Silent Room,

zone of mobile phone tolerance, etc.)Restriction of access of external public during examination period

LQ‐1 Opening hours suit me :2x Extension of opening hours during examination periods

LP‐3 A comfortable and inviting location :Improvement of heating systemRevised schedules for cleaning and waste sorting

Librarymarketing

Teammanagement

Libraryorganisation

Collectiondevelopment

Technicalissue

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Page 20: Brodkom LibQUAL+ Paris juin 2012

Dr Frédéric Brodkom UCLouvain / Library of science and technology

Actions implemented after the 2009 LibQUAL+ survey

LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24

Information controlIC‐1 Making electronic resources accessible from my home or office :

New service of electronic copy delivering of ancient articleCommunication on VPN

IC‐3 The printed library materials I need for my work :2x Increase of budgets : 25 %, special budget for specialized books, etc.

IC‐2 A library Web site enabling me to locate information on my own

:LQ‐2 The library catalogue help me to find easily the printed and electronic documents available 

Complete overhaul of library web siteNew databases for documentary researchRetrospective cataloguing accelerated

IC‐5 Modern equipment that lets me easily access needed informationInstallation of 90 electric outlets for laptop in complement to WIFI

IC‐6 Easy‐to‐use access tools that allow me to find things on my own :IC‐7 Making information easily accessible for independent use 

3x New signage of collectionsDevelopment of a guide for users with practical information to access to resourcesDevelopment of RFID system for automatic check‐in/out

LQ‐5 : A (ILS) service help me to find easily and rapidly the documents not present in my institution :New ILL service for resources abroad2x New web site and ordering system for a better use of ILL serviceCampaign of promotion of existing ILL services Library

marketing

Teammanagement

Libraryorganisation

Collectiondevelopment

Technicalissue

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Page 21: Brodkom LibQUAL+ Paris juin 2012

Dr Frédéric Brodkom UCLouvain / Library of science and technology

Actions implemented after the 2009 LibQUAL+ survey

LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24

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Page 22: Brodkom LibQUAL+ Paris juin 2012

Dr Frédéric Brodkom UCLouvain / Library of science and technology

Actions implemented after the 2009 LibQUAL+ survey

LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24

The technical arrangements

represents one third of post‐Libqual projects 

reported by libraries. As most of our libraries are located in (old and) not 

suited buildings in regard of the needs of the Y&Z generations, the results have 

allowed to comfort projects and, sometimes, the negative results

has been 

used to convince authorities.

BST in 2012 > BST 2014 Relocation project

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Page 23: Brodkom LibQUAL+ Paris juin 2012

Dr Frédéric Brodkom UCLouvain / Library of science and technology

Actions implemented after the 2009 LibQUAL+ survey

LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24

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Page 24: Brodkom LibQUAL+ Paris juin 2012

Dr Frédéric Brodkom UCLouvain / Library of science and technology

Actions implemented after the 2009 LibQUAL+ survey

LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24

The importance of library marketing

(meeting with users, quality of 

information, social networks, …)  and the necessity of a better organisation in 

libraries

are both marked by the investment of librarians : each one 

represents one project on five. 

BST “Sweeping the library”

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Page 25: Brodkom LibQUAL+ Paris juin 2012

Dr Frédéric Brodkom UCLouvain / Library of science and technology

Actions implemented after the 2009 LibQUAL+ survey

LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24

BST “Sweeping the library”

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Page 26: Brodkom LibQUAL+ Paris juin 2012

Dr Frédéric Brodkom UCLouvain / Library of science and technology

Actions implemented after the 2009 LibQUAL+ survey

LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24

BST “Sweeping the library”

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Page 27: Brodkom LibQUAL+ Paris juin 2012

Dr Frédéric Brodkom UCLouvain / Library of science and technology

Actions implemented after the 2009 LibQUAL+ survey

LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24

There are relatively little actions in terms of technical and psychosocial skills 

of staff

and limited investments in documentary resources. One action on ten 

each one. 

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Page 28: Brodkom LibQUAL+ Paris juin 2012

Dr Frédéric Brodkom UCLouvain / Library of science and technology

Actions implemented after the 2009 LibQUAL+ survey

LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24

As manager (a personal view), it’s not always easy to confront individuals with 

their difficulties, particularly those who have to change their habits.

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Dr Frédéric Brodkom UCLouvain / Library of science and technology

Actions implemented after the 2009 LibQUAL+ survey

LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24

And it’s certainly so difficult to obtain recurrent funding for print and electronic 

resources.

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Page 30: Brodkom LibQUAL+ Paris juin 2012

Dr Frédéric Brodkom UCLouvain / Library of science and technology

Actions implemented after the 2009 LibQUAL+ survey

LibQUAL-GBLF – York (UK) – 2011-08-22LibQUAL-GBLF – Paris (FR) – 2012-06-24

LIBQUAL+ projects in the university libraries of the French speaking community of 

Belgium

LibQUAL+®

Lite

Spring 2013 UCL Participation expected : from 11% (2009) to 15% (2013) Goal : increasing the motivation of librarians and colleagues Analyse of the evolution 2009 > 2013 and of the real impacts of

positive actions

Consortium : certainly UCL (+FUCAM), very probably ULg, ULB … and others 

(observer in our Consortium of 2009) : FUNDP, AB Gx, FUSL, U Mons. PBworks

LibQUAL

Belge

with all data and information collected since 2008

Active with LibQUAL

France (our French version has been chosen by vote at the end 

of the 2010 summer).

Thank [email protected]

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