ClimateQUAL: Organizational Climate and Diversity Assessment

Abstract

Martha Kyrillidou is Director, ARL Statistics and Service Quality Programs, Association of Research Libraries, e-mail: martha@arl.org; Charles Lowry is Executive Director, Association of Research Libraries, e-mail: clowry@arl.org; Paul Hanges is Professor, Associate Chair & Graduate Director—Psychology, University of Maryland, e-mail: hanges@psyc. umd.edu; Juliet Aiken is Research Graduate Assistant—Psychology, University of Maryland, e-mail: jaiken@psyc.umd. edu, Kristina Justh, Customer Relations Coordinator, Statistics & Measurement, Association of Research Libraries, email: kristina@arl.org Abstract ClimateQUALTM is the latest assessment tool in the assessment toolkit development by ARL and accessible through the StatsQUAL® gateway to library assessment tools. The tools available through StatsQUAL® are combining the power of both quantitative and qualitative methods and are integrated into a platform that allows easy data collection, analysis and presentation of the results. The goal is to establish an integrated suite of library assessment tools that tell users’ library success stories, emphasize customer-driven libraries and demonstrate responsiveness and engagement in improving customer service. This paper accomplishes three learning outcomes: (1) identifies the elements of a healthy organization in order to improve customer service; (2) identifies the dimensions that are relevant to a healthy organization climate in order to measure them effectively; and (3) helps us understand the relation between organization climate, culture and diversity as measured by the ClimateQUALTM: Organizational Climate and Diversity Assessment.