INTRODUCTION
During the Summer 2002 semester, the Assistant Director for Research & Planning (ADRP) met with the heads of all public service areas to discuss implementing a systematic assessment of customer services at each of the Tampa Library's eight service points. The group eventually adopted a plan bearing similarities to those employed by many businesses. Dubbed the "Give-Us-A-Grade Program," the plan was implemented during the Fall 2002 semester.

PURPOSE OF THE PROJECT
The goal of the project is threefold. First, the program provides a simple basis for developing an institutional culture of assessment. Second, the program provides a regular means of collecting researcher input into the services they directly consume. Finally, the program provides a longitudinal means for collecting data that can be used to inform future research requirements and opportunities. It should be stated that the GUAG program is not a substitute for the assessment plan forming the basis for SACS reaffirmation, rather it is a "localized" process.

METHODOLOGY
The GUAG program is administered by the ADRP with the assistance of the Library Research & Assessment Committee. The service points affected are as follows: Access Services (circulation and ILL), the Library Media Center, Reference (reference chat, serials, and reference desk), and Special Collections.

Periodically throughout the academic semester (dates determined using random number selection with replacement), units receive instructions to distribute "report cards" to all researchers who use their services on that date (i.e. no sampling). Distribution is limited to the service point thus resulting in direct assessment of those services.

The instrument is a half sheet of card stock containing, on one side, a brief 3-5 question survey seeking demographic information and researcher assessments of the quality of the service they just received. Questions take the form of multiple choice, fill-in-the-bank, and Likert scale queries. The reverse of the card is an open comment option. Respondents are asked to provide an overall "grade" (A-F) for the service, hence the project's name. Respondents drop completed cards in a recepticle adjacent to the exit gates.

When the day is concluded, the ADRP and/or members of the LRAC collect the completed forms and collate the data. Aggregate results are forwarded to the relevant Department Head, Director, and the Dean of the USF Library System. Results are also posted below. The ADRP is available to meet with any interested parties to discuss the data and/or modify the survey instrument.

SAMPLE SURVEYS
Circulation
ILL
LMC
Reference
Reference Chat
Serials
Special Collections

PROJECT RESULTS
11/03/02 Summary of Results: Reference Department
11/06/02 Summary of Results: Media Services
11/19/02 Summary of Results: Serials
11/20/02 Summary of Results: Reference Department
12/08/02 Summary of Results: Media Services
12/11/02 Summary of Results: Circulation