Service quality at BSS libraries to be evaluated

For the first time since the merger, the service quality at the libraries at the main academic area is being evaluated. Initially, only students will take part in the evaluation.

2012.04.20 | Mia Balle Laursen

The libraries' physical framework, services and information resources will be evaluated in the LibQual survey conducted in April. All students at BSS have been invited to participate in the survey, the aim of which is to improve the service quality at the libraries.

- LibQual can help us assign priority to the range of services we provide and thereby establish which services can be improved for the benefit of others, says librarian Ditte Schjødt Svensson.

Interdisciplinary cooperation
The former ASB Library has made use of LibQual three times before, but after the merger, it will be applied in the evaluation of the service quality at all BSS libraries. According to Ditte Schjødt Svensson, the cooperation and the experience that it provides are important factors.

- The experience we gain this year can prove to be useful at the new AUL (Aarhus University Library), so hopefully we can use LibQual to develop and improve the library service at the entire AU.

Benchmarking against others
LibQual is used by many libraries around the world, which makes it possible for BSS to compare the library service with others. The opportunity for benchmarking adds great value to the libraries at BSS.

- Benchmarking allows us to identify the areas where we do a good job, and where we could do a better job. And the same time, it provides us with ideas on how we can improve the service, says Ditte Schjødt Svensson.

In addition to benchmarking against the entire world, LibQual also allows the libraries to benchmark against themselves. This has previously proven to be very effective at the former ASB Library, which has improved a number of services based on the survey.

- In three years, we have doubled the number of study places at the library, placed greater emphasis on access to databases from home, arranged competence-development courses for the librarians, so that we can provide even better guidance, and reduced the extent of the survey in order to increase the response rate, says Ditte Schjødt Svensson.

This year's survey is conducted from 9 to 30 April. In June, the final results will be available in a report.


  • The former ASB Library has used LibQual since 2004. The staff has also participated in previous surveys, but this year, focus is on the students.
  • Besides the former ASB Library, the survey also includes the other BSS libraries, the former Library of Social Sciences and the former IBT Library.
  • The former ASB Library has previously benchmarked itself against Gothenburg University Library and the library at the BI Norwegian Business School in Oslo. In general, ASB Library has done just as well as the Business Schools that it has benchmarked against.
  • LibQual is a 13-year-old, global tool for evaluating the service quality at libraries. The tool consists of 22 questions in three areas: the library's physical framework, i.e. the learning environment, services, such as guidance and teaching, as well as information resources, including books, databases, etc.

For more information

Ditte Schjødt Svensson
BSS Library
Development Consultant and responsible for the LibQual survey
Tel.: +45 87152473

Aarhus BSS