LibQUAL+®: The SCONUL Experience

LibQUAL+® is a library customer satisfaction survey developed by the Association of Research Libraries (ARL) in association with Texas A&M University (Association of Research Libraries, 2011). The survey consists of 22 questions on library services across three dimensions: Affect of Service, containing questions relating to the library staff; Information Control, covering the library resources and access to them; and Library as Place, assessing the physical environment. One of the key strengths of LibQUAL+® is its use of gap theory to evaluate customer expectations as well as perceptions. For each of the 22 questions respondents are asked their minimum and desired expectations along with their current perceived level of service on a nine-point scoring scale. The standardised survey enables participating institutions to benchmark their scores against one another, and against an aggregated score for their consortium

Water utilization, evapotranspiration and soil moisture monitoring in the south east region of south Australia

There are no author-identified significant results in this report

Integrated water resource planning in the city of Cape Town

Over the last decade the approach to dealing with an increasing water demand in the Cape Metropolitan Area (CMA) has progressively shifted from a supply oriented philosophy to one where strategies for reducing the demand are integrated with supply management. While there is still much to be done to implement a totally integrated approach, a firm foundation has been laid. Water demand management as an approach became increasingly prominent in the CCT supply area in the mid 1990s. Accordingly, a Water Demand Management Section was formed in the Water Department of the former Cape Metropolitan Council (CMC). This section was instrumental in shifting the approaches to water demand management in the 6 local councils in the CMA. Towards the end of 1999 it became increasingly clear that there was a need to adopt an integrated water resource planning approach to manage the future water demand. As a result, the former CMC appointed consultants to carry out an “Integrated Water Resource Planning” (IWRP) study. The results of the IWRP study indicate that a significant saving in water demand could be achieved through the implementation of water demand management initiatives. In comparison to the water supply options, the water demand management initiatives would have a significantly lower implementation cost, could be implemented in a shorter time frame and were generally more environmentally and socially acceptable. Recommendations were made to the new City of Cape Town (CCT) – formed in December 2000 through the amalgamation of the former CMC and the 6 local councils - on where to focus their resources and attention with the aim of meeting and managing the water demand. The water demand in the CCT has decreased significantly since November 2000. This can be attributed to the recent water restrictions as well as the implementation of water demand management initiatives. The reduction in water demand has delayed the need for the implementation of additional water augmentation schemes other than the Berg Water Project.. Water SA Vol. 30 (5) 2005: pp.100-10

Exceptional retreat of Novaya Zemlya's marine-terminating outlet glaciers between 2000 and 2013

Novaya Zemlya (NVZ) has experienced rapid ice loss and accelerated marine-terminating glacier retreat during the past 2 decades. However, it is unknown whether this retreat is exceptional longer term and/or whether it has persisted since 2010. Investigating this is vital, as dynamic thinning may contribute substantially to ice loss from NVZ, but is not currently included in sea level rise predictions. Here, we use remotely sensed data to assess controls on NVZ glacier retreat between 1973/76 and 2015. Glaciers that terminate into lakes or the ocean receded 3.5 times faster than those that terminate on land. Between 2000 and 2013, retreat rates were significantly higher on marine-terminating outlet glaciers than during the previous 27 years, and we observe widespread slowdown in retreat, and even advance, between 2013 and 2015. There were some common patterns in the timing of glacier retreat, but the magnitude varied between individual glaciers. Rapid retreat between 2000 and 2013 corresponds to a period of significantly warmer air temperatures and reduced sea ice concentrations, and to changes in the North Atlantic Oscillation (NAO) and Atlantic Multidecadal Oscillation (AMO). We need to assess the impact of this accelerated retreat on dynamic ice losses from NVZ to accurately quantify its future sea level rise contribution

Place-based Politics and Nested Deprivation in the U.K.: Beyond Cities-towns, ‘Two Englands’ and the ‘Left Behind’

‘Place-based explanations’ of politics in the U.K. tell sweeping narratives about ‘Two Englands’, or of sizeable regions of the country that have been ‘Left Behind’, reinforcing popular accounts of a North–South or city-town divide. We introduce the concept of nested deprivation – deprivation that may occur in just one housing estate or even one row of flats within neighbourhoods that are otherwise affluent. We report on intensive fieldwork in 8 neighbourhoods varying in relative affluence and density of population (including urban, suburban/satellite, market town or rural village). Three key themes and consequences emerge for those living in nested deprivation in relatively affluent and geographically dispersed contexts: (a) either disconnection from or entrapment within the local economy; (b) social isolation and atomisation; and (c) powerlessness to affect politics. ‘Place-based’ explanations of rapid and radical changes to political participation in Britain need to take fine-grained geographical distinctions much more seriously. Our study provides evidence that the rising tides in affluent areas are drowning some residents rather than lifting all boats. Where deprivation is dispersed and then nested within mostly affluent constituencies it does not allow for the political mobilisation among communities of interest that is a necessary condition for pluralist representative democracies

Summary report on excavations at Tell Khaiber, an administrative centre of the Sealand period, 2013-2017

Excavations at Tell Khaiber by the Ur Region Archaeological Project have revealed a substantial building (hereafter the Public Building) dating to the mid-second millennium BC. The results are significant for several reasons: they shed light on Babylonian provincial administration; they reveal a previously unknown type of fortified monumental building; and they produced a provenanced, dated archive of the little-understood Sealand Dynasty. Here we give a summary of the main results, including the architecture and the material culture. There are also comments on the historical background, and a discussion of the form and function of the Public Building

Change-Point Analysis of Asset Price Bubbles with Power-Law Hazard Function

We present a methodology to identify change-points in financial markets where the governing regime shifts from a constant rate-of-return, i.e. normal growth, to superexponential growth described by a power-law hazard rate. The latter regime corresponds, in our view, to financial bubbles driven by herding behaviour of market participants. Assuming that the time series of log-price returns of a financial index can be modelled by arithmetic Brownian motion, with an additional jump process with power-law hazard function to approximate the superexponential growth, we derive a threshold value of the hazard-function control parameter, allowing us to decide in which regime the market is more likely to be at any given time. An analysis of the Standard \& Poors 500 index over the last 60 years provides evidence that the methodology has merit in identifying when a period of herding behaviour begins, and, perhaps more importantly, when it ends

Using LibQUAL+® to Identify Commonalities in Customer Satisfaction: The Secret to Success?

Purpose – What is the key to library user satisfaction? Can LibQUAL+® help in the quest for delivering a quality library service? The purpose of this paper is to present international research into library customer satisfaction as measured by the LibQUAL+® survey methodology. Commonalities of satisfaction and dissatisfaction have been identified which influence the customers overall view of the library. This knowledge can be used to further increase customer satisfaction through targeting these areas for service improvement. Design/methodology/approach – The LibQUAL+® results from SCONUL Libraries, Utrecht and Leiden Universities were analysed to explore the differences between customers who were very satisfied, and those who were very dissatisfied, with the service. Results from each of the three dimensions of service quality were reviewed separately. The survey results from respondents who had given a high satisfaction mean score to one of the three dimensions were analysed to assess if they had also given high satisfaction mean scores overall. This process was then repeated for those who had given low satisfaction mean scores. Findings – Respondents with high satisfaction mean scores in the Information Control dimension were discovered to have the largest positive scores for the overall average perceived scores, indicating they are the most satisfied customers. When reviewing the surveys with low satisfaction mean scores in the Affect of Service dimension it was discovered that these respondents also had the largest negative scores for the overall average perceived scores, indicating they are the most dissatisfied customers. The findings show that both information resources and customer service affects the overall opinion of the library service for all customer groups. Research limitations/implications – Good information resources has a positive effect on customers’ opinions of the library just as much as poor service from library staff has a detrimental effect. Any conclusions drawn from these findings should recognise that the research is limited to measuring service quality within the confines of the LibQUAL+® survey methodology. The research has not investigated the reasons for the commonality, nor do these averages say anything about the motivation for each individual respondent to give these scores in the survey. Practical implications – Statistical analyses confirm that these findings hold for every user group. Therefore, for the library manager seeking to deliver a quality library service it will be important to take both of these factors into account and deliver information not only in a professional, but also in a helpful manner. Originality/value – Although based on previous research, the extension of the analysis from an institutional level to an international consortia level strengthens the initial research conclusions. The findings, implications, and conclusions are valuable to library managers seeking to improve the customer perceptions of their library service, providing evidence of factors that influence customers’ opinions