ABSTRACT
As part of implementing a continuous improvement approach to quality service for distance learners, we identified a need for a measurement that could feasibly be repeated monthly, and could include both quantitative and qualitative components. We mounted the instrument on our Web-based survey system and plan to invite 30-50 students a month to complete the survey. The quantitative ratings will be tracked using run charts and control limits using the methods of W. Edwards Deming. The qualitative open-ended responses will be read and analyzed in regard to pre-established and emerging categories, with an interest in understanding successful information literacy experiences but especially with an eye to how we can remove barriers that our learners report. doi:10.1300/J111v45n03_05
