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C&RL News Since 2001, the Harold B. Lee Library (HBLL) at Brigham Young University (BYU) has participated with other libraries, both within and outside of the United States, in the Association of Research Libraries’ (ARL) survey of service quality, LibQUAL+. Analysis of received data is provided by LibQUAL+ team, however, the open-ended comments are not interpreted. While the statistical analysis makes important data available to inform our improvement efforts, the comments section often supplies even more useful information. Previously, our library statistician coded survey comments into basic categories. This longitudinal view of the data helps the library understand where progress occurs and where problems persist. Library administrators use the data in their deliberations, and findings are reported in a meeting of the library as a whole. While planning for the fall 2011 survey, HBLL’s assessment unit decided to implement a project to code comments involving library employees from all departments. The coding project undertaken in 2012 provided another perspective on the data and proved to be beneficial, both personally and collectively, to library employees. Working in teams to read and assess the comments allowed them to see and discuss patrons’ concerns. Ultimately, the project had a positive influence on the library as a whole and is still affecting our services today.

LibQUAL coding cohorts: The benefits of involving library employees in LibQUAL+ analysis