More data than detail?

More data than detail? Heath, Fred M; Kyrillidou, Martha; and Askew a��skew?adv. & adj.To one side; awry: rugs lying askew.[Probably a-2 + skew. , Consuella A, edsLibraries act on their LibQUAL+[TM] findings: from data to action.Binghamton, NY: Haworth Press, 2004. 254p US$29.95 soft ISBN ISBNabbr.International Standard Book NumberISBNInternational Standard Book NumberISBNn abbr (= International Standard Book Number) → ISBN m0789026023(also published as Journal of Library Administration The Journal of Library Administration is a quarterly scholarly journal that provides information on how to manage a library. It is published by Haworth Information Press, and was launched in 1980. 40, 3/4) LibQUAL+[TM] is a web-based survey instrument used to measureusers' perceptions of library service quality. It was developed bythe Association of Research Libraries (ARL ARL - ASSET Reuse Library ) in partnership with TexasA&M University. This volume contains 15 articles showcasing use ofLibQUAL+[TM] in Spring 2002. The introductory article is followed by twoon OhioLINK, five reporting applications of LibQUAL+[TM] in healthsciences libraries and seven articles relating to university and collegelibraries. This book will appeal to readers with significant interest inlibrary customer perception surveys. While it is not a manual onLibQUAL+[TM], a quite clear picture of the instrument and findings canbe gained. The subtitle is 'from data to action', yet I wasdisappointed at the dominance of data rather than examples of practicalaction to improve services. Seeking more data, particularly throughfocus groups, was commonly described. While additional research wasclearly useful, I had anticipated more articles on positive outcomes forlibrary users. The introductory article summarises findings regarding therelationship between institutional characteristics, such as volumesheld, and scores on the four survey dimensions of Affect of Service,Access to Collections, Information Control, and Library as Place. Thearticle is challenging going for those without a statistical background. It is only the second half of the book which pays significantattention to actions taken. These include using a structured methodologyfor analysing comments, benchmarking data with comparable institutions,highlighting significant gaps between service expectation and adequacy,focus groups to gain more information, tabulating item data bydiscipline showing which discipline areas are least satisfied, and usingthe data in strategic planning. The article which best discusses actionsto improve service, rather than analysis of data, is by Amy Knapp onwork at the University of Pittsburgh. Libraries act on their LibQUAL[TM] findings is well written andpresents a wealth of information. You will gain most insight into theinstrument itself, the extent and limitations of data it produces andcommon findings. While there are examples of service improvements, donot buy the book if this is your main interest. Julia Leong, University of New England The University of New England can refer to: University of New England, Maine, in Biddeford, Maine University of New England, Australia, in New South Wales