Improving university library electronic services

Purpose - To identify important features of a method to evaluate and improve university electronic library services. Design/methodology/approach - Three iterations of the survey instrument designed by the Association of Research Libraries and two usability studies were conducted at the University of New Mexico Libraries. Findings - The findings of three LibQUAL + (TM) surveys (2001, 2002, and 2003) and two usability studies (in 2001 and 2003) at the University of New Mexico (UNM) are presented. Research limitations/implications - The small number of demographic measures on the usability instrument prevented analyzing whether any demographic variables influenced user outcomes and the small number of participants in the usability studies (while useful for the purpose of the studies) was too small for statistical analysis. Practical implications - Using the findings and the experience of applying the results of the usability studies, recommendations are made for an improved usability instrument that is more targeted. Originality/value - This paper provides information to library managers who desire to evaluate and improve their library's electronic resource service provision and offers practical help to conduct a usability study.