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It was particularly engaging to hear Martha Kyrillidou, of the (US) Association of Research Libraries. Martha is Director of ARL Statistics and Service Quality Programs, and is responsible for the LibQUAL library customer survey instrument. In Australia, this is a rival to the Insync survey, used by most university libraries. At Swinburne, we use both, and we will be running a LibQUAL survey in September.
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