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.

James is Distance Learning Librarian and Assistant Coordinator of Instruction at SUNY Oswego. He has experience in reference and instruction services at Liverpool Public Library, Indiana University Bloomington, Walden University, Wilmington College (Ohio), Indiana University East, and the University of Denver. At all but Denver, he worked with distance learners, including serving prison college programs for Wilmington College. Other academic work experience includes media services, teaching English, and teaching library and information science.

SUNY Oswego has 7,000 students.