Duane Webster

LibQUAL+TM: preliminary results from 2002

The LibQUAL+TM instrument derives from the Gap Theory of Service Quality, and the SERVQUAL instrument. Grounded in the constructs of discrepancy theory, the SERVQUAL protocol itself, is anchored by a singular precept: through a series of 22 questions the SERVQUAL instrument undertakes to measure the delivery of service quality across the five dimensions: reliability, assurance, empathy, responsiveness, tangibles. It has been established as defining the service quality construct.

Our Collective Wisdom: Succession Planning and the ARL Research Library Leadership Fellows Program

ABSTRACT Academic and research libraries are joining together to identify and better prepare the next generation of library directors. The Research Library Leadership Fellows (RLLF) Program takes a new approach to succession planning by engaging a select group of sponsoring libraries, approximately 20 emergent leaders, and the membership of the Association Research Libraries working collaboratively over a 2-year period. This approach assumes a well-developed set of management and leadership skills on the part of the fellow. The program focuses instead on deepening the fellows understanding of core strategic challenges facing senior library leaders in a wide variety of campus settings. The RLLF embraces 3 5-day, on-campus institutes, 1–2 site visits to sponsoring libraries, and participation in the semiannual Association of Research Libraries (ARL) membership meetings. The program also provides network-building among the fellows, Web-based sessions on key issues, and access to ARL member–library directors as colleagues and potential mentors. To date, more than 60 librarians from ARL member libraries have participated in the program. This article describes the context for the development of the program, its operation, the experiences of the first 3 cohorts, and suggestions for the future of succession planning in research libraries.

Community Forum: Research Libraries in the Digital Age

ABSTRACT This dialogue provides a summary and assessment of issues discussed relating to research libraries and research universities in a digital environment.