Reading: MISO Survey of Library & IT Services in Higher Ed

The Measuring Information Service Outcomes (MISO) Survey supplies standardized, highly comparable performance measures for both IT and library decision makers without regard to organizational structure. The MISO Survey is a web-based quantitative survey designed to measure how faculty, students, and staff view library and computing services in higher education.

There are several analyses of the MISO survey now available, including:

  • The main MISO website:
  • MISO Staff Benchmarks:
  • Educause ECAR Bulletin: Evaluating IT and Library Services with the MISO Survey:  ( account required; may be available from your library collection as well)

Some interesting highlights from the ECAR report:

“In terms of satisfaction, both faculty and students report high satisfaction (3.5 and higher) with the majority of services… This is good news for library and IT organizations, as it indicates that, with the possible exception of wireless performance, where the demand is growing more quickly than we can keep up, priorities are understood and generally well supported.” (p. 4)

“Infrastructure items like campus computing labs and especially wireless network stability and speed are dropping in student satisfaction over time (p. 9) While the rate is slow, the majority of services declining in faculty satisfaction are among the core library services.” (p. 8 )

And from the MISO Staff Benchmarks document:

“The services most important to staff are the core IT functions required to support efficient work.  E-mail, networking, computer support and phone services are the basic services upon which other services are built.  None of the services staff consider most important are focused on teaching and learning as a primary attribute.  Library services and remote access to campus resources, while important to staff, are not as highly valued.” (Fifth paragraph)