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Selena Killick BA(Hons) MSc

Selena Killick, Library Quality Officer
Library Quality Officer
Quality, Communications & Resources Group
Barrington Library
+44 (0)1793 785561

Qualifications

  • BA(Hons) in Maritime Leisure Management
  • MSc in Information and Library Management

Biography

I am the Library Quality Officer at Cranfield University, with responsibility for the analysis of customer feedback and library performance data. I regularly undertake research to inform service improvements. This includes the development of models to guide planning and evaluation of library resources and services; the implementation of the LibQUAL+® survey within the University and the management of the Cranfield University SCONUL Statistics submission. I am also retained by the Association of Research Libraries (ARL) to support European consortia and wider international participation in the LibQUAL+® survey methodology. I regularly present, publish, and provide consultancy services to libraries on an international basis on using assessment methods to inform library strategy. Recent research has included the identification of commonalities of library customer (dis)satisfaction as measured by the LibQUAL+ methodology; a qualitative assessment of customer needs and expectations, and assessing the impact of the academic library.

Member of the following professional bodies

  • Chartered Institute of Library and Information Professionals

External Roles

  • LibQUAL+ Support Officer (Europe) on behalf of the Association of Research Libraries
  • Administrator of the SCONUL LibQUAL+ Consortium
  • Member of the JUSP Community Advisory Group

Research Interests

  • Library Assessment methods
  • Performance Measurement
  • LibQUAL+ Customer Satisfaction Survey
  • Usage Statistics
  • Library Data Management
  • SCONUL Statistics

Publications

Killick, S.A. (2014). Commonalities in LibQUAL+® (Dis)satisfaction: An international trend?. Presented at the Library Assessment Conference 2014. Seattle, Washington. August 4th. Available at: http://slidesha.re/1r3pjPI

Killick, S.A., van Weerden, A. & van Weerden, F. (2014). Using LibQUAL+® to Identify Commonalities in Customer Satisfaction: The Secret to Success? Performance Measurement and Metrics, 15 (1/2), pp 23-31.

Killick, S.A. (2014). Using LibQUAL+® Strategically. Workshop for University of Lund Libraries. Lund, Sweden. April 11th.

Killick, S.A. (2013). LibQUAL+® Data Analysis & Interpretation. Workshop for Durham University. Durham, December 5th.

Killick, S.A. (2013). Library Assessment and LibQUAL+®: Data Analysis & Interpertation. Workshop for the Gulf Cooperation Council. Muharraq, Bahrain, October 30th. Available at: http://bit.ly/W0Zyng

Killick, S.A. (2013). Library Assessment and LibQUAL+®: An Introduction to LibQUAL+®. Workshop for the Gulf Cooperation Council. Muharraq, Bahrain, October 29th. Available at: http://bit.ly/1r3j2DN

Killick, S.A. (2013). Assessing the Impact of the Academic Library: from theory to practice. Presented at the 10th Northumbria International Conference on Performance Measurement in Libraries and Information Services. York, England. July 24th. Available at: http://slidesha.re/1tnCg9H

Killick, S.A., van Weerden, A. & van Weerden, F. (2013). Using LibQUAL+® to Identify Commonalities in Customer Satisfaction: The Secret to Success? Presented at the 10th Northumbria International Conference on Performance Measurement in Libraries and Information Services. York, England. July 22nd. Available at: http://slidesha.re/1qvf6u9

Killick, S.A. (2013). An Introduction to LibQUAL+®. Presented at the LibQUAL+ Exchange of Experience Workshop, 10th Northumbria International Conference on Performance Measurement in Libraries and Information Services. York, England. July 22nd. Available at: http://bit.ly/1sUkW84

Killick, S.A., and Daniels, R. (2013). Measuring our Relationship with Academic Colleagues. Presented at the Relationship Management for the 21st Century Academic Library seminar. York, England. 19th April. Available at: http://slidesha.re/112YH1X

Killick, S. A. (2012). Applying Performance Measurement to Safeguard Budgets: Qualitative and quantitative measurement of electronic journal packages. Presented at the Library Assessment Conference 2012. Charlottesville, Virginia. 31st October. Available at: http://slidesha.re/11dYNDO

Killick, S.A. (2012). LibQUAL+®: The UK & Irish Experience. Presented at the Library Assessment Seminar and LibQUAL+® Share Fair. Lund, Sweden. 20th September. Available at: http://slidesha.re/Rc2VkX

Killick, S.A. (2012). Strategic Metrics. Presented at the Leadership Seminar on Strategy, Assessment and Service Development. Lund, Sweden. 19th September. Available at: http://slidesha.re/SO1jer

Killick, S.A. (2012). Analysis and Interpretation of the LibQUAL+® Results. Workshop for LibQUAL+® France. Paris, France. 26th June. Available at: http://bit.ly/ShMPno

Killick, S.A., and Town, J.S. (2012). LibQUAL+® and other ARL Initiatives. Presented at the SCONUL Annual Conference 2012. Liverpool, England. 14th June. Available at: http://slidesha.re/NAAXv5

Killick, S. A., and Town, J.S. (2012). LibQUAL+®: The SCONUL Experience. SCONUL Focus, Number 54, p 29 – 32. Available at: http://bit.ly/Or7Jnw

Killick, S.A. (2012). Qualitative and Quantitative Methods in Electronic Collection Management. Presented at the 4th International Conference on Qualitative and Quantitative Methods in Libraries. Limerick, Ireland. 24th May. Available at: http://slidesha.re/KIUUAM

Killick, S.A., and Town, J.S. (2012). LibQUAL+® in Ireland and the United Kingdom. Presented at the 4th International Conference on Qualitative and Quantitative Methods in Libraries. Limerick, Ireland. 24th May. Available at: http://slidesha.re/JHMCvA

Killick, S.A. (2012). Evaluating the Big Deal: What metrics matter? Presented at the UKSG workshop on Usage Statistics for Decision Making. London, England. 2nd February. Available at: http://slidesha.re/yWGlHV

Killick, S.A., and Harrington, J. (2011). Electronic collection management: how statistics can, and can’t, help. Presented at the ASLIB and ADLG seminar 'Surviving the Recession: maximising your value'. London, England. 15th November. Available at: http://slidesha.re/sxBemP

Killick, S.A. (2011). What do they want now? Qualitative Regrounding of the LibQUAL+ Survey. Presented at the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services. York, England. 22nd August. Available at: http://bit.ly/vW7siz

Killick, S.A., and Town, J.S. (2011). LibQUAL+: The UK and Irish Experience. Presented at the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services. York, England. 22nd August. Available at: http://bit.ly/tdyaUJ

Killick, S.A. (2011). Evaluating the Big Deal: What metrics matter? Presented at the BIBSAM workshop 'More effective administration of usage statistics with Excel'. Stockholm, Sweden, 9th May. Available at: http://slidesha.re/vwtFRw

Bucknell, T., Taylor-Roe, J., Killick, S. and Thompson, S. (2011). Usage Statistics for Decision Making. Serials: The Journal for the Serials Community, 24(1), pp. 17-20. Available at: http://dspace.lib.cranfield.ac.uk/handle/1826/5224

Killick, S.A. (2010). Evaluating the Big Deal: What metrics matter? Presented at the UKSG workshop on Usage Statistics for Decision Making. London, 18th November. Available at: http://www.uksg.org/event/USDecisionMaking181110

Killick, S.A. (2010). Service Quality Assessment with LibQUAL+ in Challenging Times: LibQUAL+® at Cranfield University. Research Library Issues: A Bimonthly Report from ARL, CNI, and SPARC, no. 271 (August 2010): 21–24. http://www.arl.org/resources/pubs/rli/archive/rli271.shtml

Killick, S.A., Stanley, T., and Town, J.S. (2009). SPEC Kit 303 in the UK and Ireland: a survey of performance measurement and assessment practice in SCONUL member libraries. Presented at the 8th Northumbria International Conference on Performance Measurement in Libraries and Information Services. Florence, Italy. 18th August.

Stanley, T., and Killick, S.A. (2009). Library Performance Measurement in the UK and Ireland. Washington: Association of Research Libraries. Available at: http://www.arl.org/bm~doc/LibraryperformanceUKIreland.pdf.

Killick, S.A. (2009). SCONUL Statistics: The view from the shop floor. Presented at the JIBS workshop on management data in higher education libraries. London, 1st June. Accessible from: http://www.jibs.ac.uk/events/workshops/mgmtdata/Killickpp.ppt

Killick, S.A. (2008). What do library users really want? The application of a market research tool. In: Brewerton, A., ed., Marketing library services. London: Society of College, National and University Libraries. pp. 30-36.

Castens, L. & Killick, S.A. (2008). Demystifying DCMT. Presented at the Cilip Aerospace and Defence Librarians Group AGM. Shrivenham, 13th March.

Killick, S.A. (2008). Using LibQUAL+. Presented at the LibQUAL+ Workshop. Paris, 28th January.

Killick, S.A. (2008). An introduction to LibQUAL+. Presented at the Introduction to LibQUAL+ Workshop. London, 21st January.

Killick, S.A. (2008). LibQUAL+ Process Overview. Presented at the Introduction to LibQUAL+ Workshop. London, 21st January.

Killick, S.A. (2008). The votes are in! What next? Presented at the Introduction to LibQUAL+ Workshop. London, 21st January.

Killick, S.A. (2008). An introduction to LibQUAL+. Presented at the Aslib Engineering Group AGM. London, 17th January.

Town, J.S. & Lock, S.A. (2007). LibQUAL+ in the UK & Ireland: five years experience. Presented at the 7th Northumbria International Conference on Performance Measurement in Libraries and Information Services. Stellenbosch, South Africa. 13th August.

Lock, S. A. (2007). LibQUAL+™ Process Overview. Presented at the LibQUAL+ International Results Workshop. London, January 25th.

Lock, S. A. (2007). Practical analysis and results presentation. Presented at the LibQUAL+ International Results Workshop. London, July 5th.

Lock, S. A. (2007). LibQUAL+™ Process Overview. Presented at the LibQUAL+ International Results Workshop. London, July 6th.

Lock, S. A. (2006). LibQUAL+™ at Cranfield University. Presented at the LibQUAL+ International Results Meeting, University of Westminster, 17 July.

Lock, S. A. (2006). LibQUAL+™ Process Overview: What will my library do? What will ARL do? Presented at the LibQUAL+ International Training Workshop, University of Westminster, 2-3 February.

Webster, D. E. and Lock, S. A. (2006). ARL E-Metrics. Presented at the JISC/CNI Conference 2006, York, 6-7July.

Lock, S. A. (2005). A new Library for the Defence College of Management and Technology at the Defence Academy. Defence Librarian. Number 74, pp 18-19.

Lock, S. A. (2005). The new Defence College of Management and Technology Digital Library. Defence Librarian. Number 74, pp 19-20.

Lock, S. A. and Town, J. S. (2005). LibQUAL+ in the local context: results, action and evaluation. Presented at the 6th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Durham, 22 – 25 August.

Town, J. S. and Lock, S. A. (2005). LibQUAL+ in the UK and Ireland: three years findings and experience. Presented at the 6th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Durham, 22 – 25 August.

Lock, S. A. and Town, J. S. 2005. LibQUAL+ in the UK and Ireland: three years findings and experience. SCONUL Focus, Summer/Autumn, Number 35. Accessible from: http://www.sconul.ac.uk/publications/newsletter/35/

Lock, S. A. 2004. Update on LibQUAL+ 2004: the international library satisfaction survey instrument. SCONUL Focus, Spring, Number 31, p 22 – 23. Accessible from: http://www.sconul.ac.uk/publications/newsletter/31/

Lock, S. A. and Town J. S. 2003. LibQUAL+(TM) in the UK: a Brief Report on the UK Pilot. SCONUL Newsletter, Summer/Autumn, Number 29, pp 8-10. Accessible from: http://www.sconul.ac.uk/publications/newsletter/29/