During the winter semester of 2003, the Geoffrey R. Weller Library participated in a multi-institutional survey called LibQual + designed to assess whether library services are meeting user expectations. The purpose of the survey was to solicit, track, and analyze the opinions of students, faculty and staff. The survey data will be used to identify best practices, to analyze perceived deficiencies, and effectively determine user needs. The results and comments will be helpful in the decision-making process for future improvements of library service, space planning, and resource allocation.

Highlights of Survey Results

Based on the survey data and comments, the Geoffrey R. Weller Library’s current strengths are service to individuals and the library facilities. Generally, undergraduate students place a much higher value on the library facilities than graduate students. Conversely, graduate students and faculty place a much higher value on the resources and services of the library and the means to access those resources than do undergraduate students.

Overall findings indicate that the areas not being adequately met at the Geoffrey R. Weller Library relate to resources and the means of accessing them. Analysis of the comments and survey data indicates that users feel very strongly that the library does not have enough of the appropriate resources. This includes books and journals in the collection, as well as electronic resources, particularly electronic periodicals. Related to these issues are concerns with the users’ ability to access or retrieve existing library resources: e.g. password issues, frustration with the indexes, lack of a seamless integration of electronic resources.

Future Considerations

The feedback and data received from this survey will be used as a guide for improving library services and resources. The information will also be useful as we continue to plan for a significant library expansion. The ability to examine other libraries’ results and measure our own findings against a larger framework will also be helpful in achieving our goal to provide better library service. Most importantly, the results confirm the need to advocate and lobby for additional funding to support research and learning at UNBC.

Quick Facts & Figures

The LibQual+ survey evolved from a survey instrument called SERVQUAL, a popular tool for assessing service quality in the private sector.
The pilot phase of this initiative ran from 1999 – 2003 as a collaborative effort between the Association of Research Libraries (ARL) and the Texas A&M University Libraries, and partially supported by a three-year grant from the U.S. Department of Education’s Fund for the Improvement of Post-Secondary Education (FIPSE)
The 2003 LibQual+ Survey included 308 participating institutions from the US, Canada, U.K. and Europe comprised of colleges, universities, special libraries, consortia, and public libraries.
The number of surveys completed internationally was almost 130,000.
Permission to administer this survey was approved by the Research Ethics Board of the Office of Research at UNBC in January 2003.
The Geoffrey R. Weller Library survey was administered electronically and ran from February 24, 2003 to March 17, 2003.
At closing of the survey, the Geoffrey R. Weller Library had a total of 657 respondents consisting of 505 undergraduates; 76 graduates; 55 faculty; 6 library staff; 15 UNBC staff.
Median Survey Time was 9:22
Average Survey Time was 13:29
$20.00 Famous Player movie passes were issued to 5 winners as incentive prizes.
For more further information, see the official LibQual web site at http://www.libqual.org

2003 LibQual+ Survey Analysis

For a few weeks during the winter semester of 2003, the Geoffrey R. Weller Library conducted a survey designed to assess whether library services are meeting user expectations. The purpose of the survey was to solicit, track, and analyze the opinions and feedback of students, faculty and staff. We are pleased to report that this was a very successful endeavor. The survey data will be used to identify best practices, to analyze perceived deficiencies, and effectively anticipate user needs. The results and comments will be helpful in the decision-making process for future improvements of library service.

The library wishes to thank all those members of the University who participated in the survey and provided useful comments. We appreciate your support and commitment in helping us achieve a higher standard of library service.

Background and History of LibQual

The LibQual+ survey evolved from a survey instrument called SERVQUAL, a popular tool for assessing service quality in the private sector. Through the collaboration of the Association of Research Libraries (ARL) and the Texas A&M University Libraries, and partially supported by a three-year grant from the U.S. Department of Education’s Fund for the Improvement of Post-Secondary Education (FIPSE), this instrument was re-grounded to better reflect the library context. This re-grounding was based on a series of interviews with library users. The pilot phase of this assessment and measurement tool ran from 1999 – 2003 where efforts were made to develop, test, and refine this tool to serve the particular requirements of libraries. In the first year of the pilot project, 10 ARL institutions participated. In the final year of the pilot phase, over 300 institutions of all types in North America, the U.K. and Europe were involved. For more information and publications about LibQual+, go to the homepage at: http://www.libqual.org/.

The goals of the LibQual+ project are to:

Foster a culture of excellence in providing library service.
Help libraries better understand user perceptions of library service quality.
Collect and interpret library user feedback systematically over time.
Provide libraries with comparable assessment information from peer institutions.
Identify best practices in library service.
Enhance library staff member’s analytical skills for interpreting and acting on data.

The Survey Instrument

There is an increasing need for libraries to move towards outcome-based assessment. This necessity comes from pressures related to funding as well as users themselves who have higher expectations than ever. Outcome measures may show how well an organization serves its users and can demonstrate an institution’s efficiency and effectiveness. In the fall of 2002, a team of librarians began researching potential survey methods and instruments. The LibQual+ Survey was presented as one option and was considered an excellent opportunity in light of the number of hours and resources involved to create, administer, and analyze data of an in-house survey on our own.

Why LibQual+

Our reasons for choosing this measurement tool were twofold. Firstly, the administration and design of the LibQual+ survey would allow us as to identify users’ service expectations, enabling us to focus on areas of improvement. Secondly, by participating in a multi-institutional survey we would be in a position to compare service quality with other libraries in an effort to develop benchmarks and standards of best practices across institutions. Based on information received from our users along with data from other libraries participating in LibQual+, we will be able to implement initiatives to improve our services, effectively manage our resources and support the teaching and learning on the institution.

Methodology

The LibQual+ instrument uses a scalable web interface and protocol to ask library users questions about their library service expectations. The tool measures users’ minimum, perceived, and desired levels of service quality and identifies the gaps between them. These perceptions and expectations of library service quality are divided into four dimensions: Access to Information, Affect of Service, Library as Place and Personal Control. The Access to Information (AI) dimension addresses the adequacy and timeliness of resources and services. The Affect of Service (AS) dimension includes items that seek responses about subjective aspects of the library such as staff responsiveness, assurance, and empathy. The Library as Place (LP) dimension seeks input about the perception of the physical facilities and the impact of that environment. The Personal Control (PC) dimension encompasses understanding and navigating the resource environment. All items are recorded as means on a 1 to 9 scale, with one score each for the user’s minimum, desired and perceived level of service quality.

The survey itself consists of 25 core questions, 8 questions on levels of satisfaction and information/research literacy outcomes, 6 demographic questions, 3 questions identifying library use patterns, and a section for comments. For each of the 25 core questions the users are asked for their judgments based on three scales: the desired level of service that they personally want, the minimum level of service they would find acceptable, and the actual level of service they perceive the library currently provides. The desired level score identifies the upper boundary of a zone of tolerance while the minimum level reported establishes the lower boundary within which the perceived scores should float if respondents view service as adequate. Based on gap analysis, results are interpreted as a positive adequacy gap when they show that users’ perceptions are higher than their minimum expectations, but lower than their desired expectations. A negative adequacy gap occurs when perceptions fall below minimum expectations, and finally, a positive superiority gap occurs when perception exceeds desire. The survey tool is included in Appendix B of this document.

Confidentiality

To ensure confidentiality of data, the LibQual+ organization is guided by the ethical standards of the American Psychological Association. While recognizing that some respondents are averse to completing surveys that request demographic information, the LibQual+ team along with the American Psychological Association requires that basic sex and age demographics be requested and assimilated in order to ensure that studies are truly comprehensive and address empirical concerns such as representation of response bias. All respondents consent to participate in the survey by electing to fill out the survey questionnaire.

Administering the Survey

In preparation for administering the survey, the library had to obtain approval by the UNBC Research Ethnics Board, which was received in January 2003. Once approval was received, the Geoffrey R. Weller Library’s LibQual+ team sent email notices informing and encouraging all students, staff and faculty to participate in the survey. Our local survey opened on February 24, 2003 and closed on March 17, 2003 with a total of 657 respondents. As an incentive to participate in the survey, the Geoffrey R. Weller Library gave away five $20.00 Famous Players movie passes. The five winners were randomly chosen from the respondents who voluntarily left an email address as contact information. All five of the incentive-prize winners have since been notified and received their Famous Player movie passes.

Survey Results

All completed surveys were directly submitted to the LibQual+ administration team who produced an eighty-three page analysis report along with data files for each participating institution. As part of the participation agreement, all sites involved in the 2003 survey have secured access to view other libraries’ data as a means of comparing overall perceptions and expectations across peer institutions. In this way libraries can access a shared body of information that will enable all of us to work toward a model of benchmarking and best practices in the field. The analysis deals with the three main user populations: undergraduate, graduate and faculty.

To ensure that all respondents of the survey, and library users in general, are well informed of the results, the following information and data analysis was compiled from the final data package by the Geoffrey R. Weller Library LibQual+ team to identify key issues and to comment on findings of the data. The complete institutional results document can found at: http://lib.unbc.ca/pages/information/general/2003_LibQual+_survey.pdf. For further information or comments about the LibQual+ survey please contact Jo Ann Murphy (murphyj1@unbc.ca) or Heather Empey (empeyh@unbc.ca).

Demographic Summary of LibQual+ Survey

UNBC had 641 valid responses to the LibQual+ Survey. The majority of those 641 respondents were undergraduate students (76.60%) with the majority from third and fourth year students (21.06% and 22.15% respectively). The next highest level of responses was from graduate students at 11.86%. The number of UNBC respondents to the LibQual+ 2003 Survey is displayed in Figure 1.

Figure 1: Demographic Summary

Analysis of Levels of Satisfaction

Three questions in the survey were intended to gather information about the overall satisfaction of users with the library. These questions focused on how patrons are treated, how their learning, research or teaching are supported by the library, and on their overall perception of the quality of service provided by the Geoffrey R. Weller Library.

As we can see from Table 1, the Geoffrey R. Weller Library rates below the average of the Canadian institutions that participated in the 2003 LibQual+ survey for general satisfaction with treatment, library support of learning, research and teaching and overall satisfaction.

When we look more closely at levels of satisfaction for particular groups, we can see that the Geoffrey R. Weller Library rates average for undergraduates in terms of satisfaction (Table 2), but that the Geoffrey R. Weller Library falls below average in terms of satisfaction levels for graduate students and faculty, especially with respect to satisfaction with support of learning, research and teaching. (Tables 3 and 4 respectively)

Institution	*General Satisfaction with Treatment*	*General Satisfaction with Support of Learning, Research and Teaching*	*General Overall Satisfaction*
UNBC	6.98	6.30	6.62
Mean for all Canadian Institutions	7.12	6.58	6.76

Table 1: Levels of Satisfaction in Canadian Institutions - All User Groups

*Institution*	*Undergraduate Satisfaction with Treatment*	*Undergraduate Satisfaction with Support of Learning, Research and Teaching*	*Undergraduate Overall Satisfaction*
UNBC	6.98	6.39	6.63
Mean for all Canadian Institutions	6.96	6.49	6.66

Table 2: Levels of Satisfaction in Canadian Institutions - Undergraduate

*Institution*	*Graduate Satisfaction with Treatment*	*Graduate Satisfaction with Support of Learning, Research and Teaching*	*Graduate Overall Satisfaction*
UNBC	6.95	6.09	6.51
Mean for all Canadian Institutions	7.19	6.77	6.78

Table 3: Levels of Satisfaction in Canadian Institutions - Graduate

*Institution*	*Faculty Satisfaction with Treatment*	*Faculty Satisfaction with Support of Learning, Research and Teaching*	*Faculty Overall Satisfaction*
UNBC	7.02	5.70	6.58
Mean for all Canadian Institutions	7.34	6.51	6.85

Table 4: Levels of Satisfaction in Canadian Institutions – Faculty

Analysis of Responses from All User Groups

The All User Groups Gap Analysis (Figure 2) shows that the library users’ perception of Access to Information service quality at the Geoffrey R. Weller Library is below their minimum expected level. Further detail is given in Figure 3 (All User Groups Item Analysis) where we see that questions AI-1 and AI-3 are the main areas of concern (lack of print or electronic journals and lack of printed material). Timely document delivery / interlibrary loans (AI-5), convenient service hours (AI-2) and electronic resources (AI-4) are also areas of concern. When we look at Table 5, we see that Access to Information is a concern for all of the Canadian universities that participated in the LibQual 2003 survey. However, the Geoffrey R. Weller Library is still below average with regard to this dimension.

The All User Groups Gap Analysis (Figure 2) shows that the Geoffrey R. Weller Library is meeting the library users’ minimum expected level of service in regards to Affect of Service, Library as Place and Personal Control. In Table 5, we see that The Geoffrey R. Weller Library’s adequacy gaps are above average for Affect of Service and substantially above average for Library as Place and Personal Control in comparison with other Canadian institutions that participated in the 2003 LibQual+ survey.

Taking all of the dimensions of the survey into consideration, the Geoffrey R. Weller Library is slightly above average in meeting library users’ level of service expectations in comparison with other Canadian institutions. (Table 5)

Figure 2: All User Groups Gap Analysis

*Institution*	*Access to Information Adequacy Gap*	*Affect of Service Adequacy Gap*	*Library as Place Adequacy Gap*	*Personal Control Adequacy Gap*	*Overall Adequacy Gap*
UNBC	-0.37	0.49	0.47	0.14	0.21
Mean for all Canadian Institutions	-0.18	0.45	0.28	0.05	0.18

Table 5: All User Groups Adequacy Gaps for Canadian Institutions

Figure 3: All User Groups Item Analysis

Analysis of Undergraduate Student Responses

The analysis of responses from undergraduate students is very similar to the analysis of results from all users.

The Undergraduate Gap Analysis (Figure 4) shows that undergraduate students’ perception of Access to Information service quality at the Geoffrey R. Weller Library is below their minimum expected level of service quality. The gap analysis also shows that the Geoffrey R. Weller Library is meeting the undergraduate students’ minimum expected level of service with respect to Affect of Service, Library as Place and Personal Control.

In Table 6, we see that the Geoffrey R. Weller Library’s adequacy gaps are substantially below average for Access to Information, slightly above average for Personal Control and substantially above average for Library as Place and Affect of Service in comparison to other Canadian institutions that participated in the 2003 LibQual+ survey.

Further detail is given in Figure 5 (Undergraduate Item Analysis) where we see that questions AI-1 and AI-3 are the main areas of concern (lack of print or electronic journals and lack of printed material). Undergraduate students are also concerned about quiet in the library (LP-1) and making electronic resources accessible from their homes or offices (PC-6). However, they are quite satisfied with the library as a comfortable and inviting location (LP-2) and believe that the library employees instill confidence in the users (AS-1) and give them individual attention (AS-5).

Taking all of the dimensions of the survey into consideration, the Geoffrey R. Weller Library is slightly above average in meeting undergraduate student’s level of service expectations in comparison with other Canadian institutions. (Table 6)

Figure 4: Undergraduate Gap Analysis

Institution	*Undergraduate Access to Information Adequacy Gap*	*Undergraduate Affect of Service Adequacy Gap*	*Undergraduate Library as Place Adequacy Gap*	*Undergraduate Personal Control Adequacy Gap*	*Undergraduate Overall Adequacy Gap*
UNBC	-0.31	0.50	0.39	0.17	0.22
Mean for all Canadian Institutions	0.01	0.36	0.11	0.16	0.19

Table 6: Undergraduate Adequacy Gaps for Canadian Institutions

Figure 5: Undergraduate Item Analysis

Analysis of Graduate Student Responses

The Graduate Gap Analysis (Figure 6) shows that graduate students’ perception of Access to Information service quality at the Geoffrey R. Weller Library is below their minimum expected level of service quality. The gap analysis also shows that the Geoffrey R. Weller Library is meeting the graduate students’ minimum expected level of service in regards to Affect of Service, Library as Place and Personal Control.

In Table 7, we see that the Geoffrey R. Weller Library’s adequacy gaps are substantially below average for Access to Information, slightly below average for Personal Control, slightly above average for Library as Place and substantially above average for Affect of Service in comparison to other Canadian institutions that participated in the 2003 LibQual+ survey.

Further detail is given in Figure 7 (Graduate Item Analysis) where we see that questions AI-1 and AI-3 are the main areas of concern (lack of print or electronic journals and lack of printed material). Like undergraduate students, the graduate students are also concerned about quiet in the library (LP-1). In terms of personal control they more concerned about convenient access to the collections (PC-2) and the library website enabling them to access information on their own (PC-3). On the positive side, graduate students are quite satisfied with the individual attention they receive from library personnel (AS-5), the library as a comfortable and inviting location (LP-2) and feel that the library provides good community space for group learning and group study (LP-4).

Taking all of the dimensions of the survey into consideration, the Geoffrey R. Weller Library is below average in meeting graduate student’s level of service expectations in comparison with other Canadian institutions. (Table 7)

Figure 6: Graduate Gap Analysis

*Institution*	*Graduate Access to Information Adequacy Gap*	*Graduate Affect of Service Adequacy Gap*	*Graduate Library as Place Adequacy Gap*	*Graduate Personal Control Adequacy Gap*	*Graduate Overall Adequacy Gap*
UNBC	-0.72	0.32	0.53	0.00	0.09
Mean for all Canadian Institutions	-0.14	0.59	0.46	0.16	0.29

Table 7: Graduate Adequacy Gaps for Canadian Institutions

Figure 7: Graduate Item Analysis

Analysis of Faculty Responses

The Faculty Gap Analysis (Figure 8) indicates that faculty members’ perception of Access to Information service quality at the Geoffrey R. Weller Library is below their minimum expected level of service quality. The gap analysis also shows that the Geoffrey R. Weller Library is meeting the faculty members’ minimum expected level of service in regards to Affect of Service, Library as Place and Personal Control.

In Table 8, we see that the Geoffrey R. Weller Library’s adequacy gaps are below average for Access to Information, slightly above average for Affect of Service and Personal Control and substantially above average for Library as Place in comparison to other Canadian institutions that participated in the 2003 LibQual+ survey.

Further detail is given in Figure 9 (Faculty Item Analysis) where we see again that questions AI-1 and AI-3 are the main areas of concern (lack of print or electronic journals and lack of printed material). Like the graduate students, faculty are concerned about convenient access to the collections (PC-2). On the positive side, faculty are quite satisfied with library employees giving them individual attention (AS-5), the library as a quiet place for individual activities (LP-1), a comforting and inviting location (LP-2), a space that inspires study and learning (LP-3) and a getaway for study, learning or research (LP-5).

Taking all of the dimensions of the survey into consideration, the Geoffrey R. Weller Library rates slightly above average in meeting faculty members’ level of service expectations in comparison with other Canadian institutions. (Table 8)

Figure 8: Faculty Gap Analysis

*Institution*	*Faculty Access to Information Adequacy Gap*	*Faculty Affect of Service Adequacy Gap*	*Faculty Library as Place Adequacy Gap*	*Faculty Personal Control Adequacy Gap*	*Faculty Overall Adequacy Gap*
UNBC	-0.45	0.49	0.87	-0.02	0.16
Mean for all Canadian Institutions	-0.42	0.48	0.50	-0.18	0.12

Table 8: Faculty Adequacy Gaps for Canadian Institutions

Figure 9: Faculty Item Analysis

Analysis of Comments from the LibQual+ Survey

The 2003 LibQual+ Survey provided respondents with an opportunity to make comments about the library and its services. The comments were compiled and then analyzed to draw out common subjects or themes. This was a dynamic process in which eighteen key themes were identified. These key themes are shown in Figure 10 along with the number of positive and negative comments for each. Seven of these themes had various sub-themes. These themes are: resources (books & journals), access to e-resources & journal indexes, space, equipment, hours, noise and inter-library loans. These seven themes have been broken down into pie charts to show further subdivisions. (Figures 11 – 17)

As can be seen in Figure 10, the main area of concern is with access to resources (journals, online journals or books). This supports the analysis of the survey that showed the main area of concerns for Weller Library patrons was access to books and journals. As we can see from Figure 11, most of the complaints regarding resources deal with access to journals, online journals and books.

The second greatest area of concern deals with a related theme; access to e-resources and journal indexes. The main complaints for this theme are problems with passwords and frustration and confusion over how to retrieve documents. (Figure 12)

The other major areas of concern are: lack of study space, the number of book-able study rooms, and lack of shelf space for materials (Figure13), the chairs (Figure 14), weekend hours (Figure 15), the general noise level in the library (Figure 16), and the cost and timeliness of inter-library loans (Figure 17).

Figure 11: Comments about Resources

Figure 12: Comments about Access to E-Resources & Journal Indexes

Figure 13: Comments about Space

Figure 14: Comments about Equipment

Figure 15: Comments about Hours

Figure 16: Comments about Noise

Figure 17: Comments about Inter-Library Loans

Areas of Strength

By analyzing the LibQual+ survey results and comments, we can identify two areas of strength for the Geoffrey R. Weller Library. The first area of strength is the staff and their service. Respondents who completed the LibQual+ survey felt that the Library staff succeeded in meeting their expectations regarding giving users individual attention and instilling confidence in the users. This perception was echoed by regional respondents. Respondents also feel that the library is meeting their expectations by being a comfortable and inviting location.

Areas for Improvement

The 2003 LibQual+ survey indicates that there are a number of areas for improvement for the Geoffrey R. Weller Library.

The area of greatest concern is access to information, both books and journals. We believe this concern represents two issues. The first is that library users have difficulty accessing material that is located in storage and the second is that the library does not have or subscribe to all of the desired resources. An analysis of the survey and the comments indicates that all programs are affected by this concern and that graduate students are the group of library users who are the least satisfied with access to information. Weller Library users are also dissatisfied with the Library’s hours of operation (especially on the weekend), the access to and availability of electronic resources and the cost and timeliness of inter-library loans.

Other areas for improvement that were identified have to do with personal control. Respondents to the LibQual+ survey perceive that the library is not making electronic resources accessible from their homes and offices. They are also frustrated with what they feel is inconvenient access to the library collections and they feel that the library does not provide the tools to allow them to find materials on their own. We believe that these issues are related and that there are two problems at work here. First is the frustration and confusion that library users have with their access to e-resources and journal indexes. The second is the difficulty library users have accessing material that is located in storage, which adds a barrier to their access to the collections. An analysis of the survey and the comments indicates that graduate students and faculty are the library users who are least satisfied with personal control.

The final area for improvement has to do with the physical space of the library. The biggest concern for library users is the noise level and the lack of quiet space for individual activities, especially studying. Related to this, there were also comments about the lack of book-able study rooms as well as lack of shelf space in the library. We believe that the comments about lack of shelf space are related to storage since if there were more shelf space there would not be as much material in storage. An analysis of the survey and the comments indicates that undergraduate students are the library users who are the least satisfied with the library as a physical space.

Responses from the Geoffrey R. Weller Library

The Geoffrey R. Weller Library will be using the data from the 2003 LibQual+ Survey in the design and space planning for the upcoming library renovations. The library has already initiated a number of changes since February when the survey was administered. Many of these changes address the areas of concern that were raised by the respondents to the LibQual+ survey.

One of the biggest changes made has been to purchase new shelving and rearrange the existing shelving in the periodicals section. When this was accomplished, the most heavily used journals were brought up from storage. To accommodate the new shelving, the Library sacrificed a hallway to the Micro-Materials / Map Room, which has led to some confusion about the division between the Periodicals and the Reference sections of the library.

New chairs have been purchased for the study carrels and furniture rearranged to create an informal section at the front of the library and maintain a quieter area near the rear of the library. Changes were made to the library hours which has resulted there have been fewer complaints about the hours. The library has addressed issues regarding food and drink in the library by implementing a revised food and drink policy, which can be accessed at: http://lib.unbc.ca/pages/information/general/food_and_drink_policy.pdf.

The 2003 LibQual+ survey has allowed us to identify areas where we can continue to improve. Issues regarding personal control and access to information are substantial and will be challenging. The library is currently investigating methods to provide seamless access to current electronic resources. Access to information as it pertains to journal subscriptions and monograph purchases is an ongoing concern for all institutions. The library will continue to advocate for more funding for resources. With the upcoming library renovations, we will be focusing on more collection space and a concept of greater separation between designated quiet and noisy areas. We will also be including more book-able rooms for individual or group study spaces.

Conclusion

The Geoffrey R. Weller Library is continually striving to open more lines of communication with patrons and provide better service. Participating in the LibQual+ survey process has allowed the Library to identify users’ concerns and show comparisons with other Canadian institutions. We have identified some areas for improvement, which will be very helpful as we work towards improving library service quality. It is recommended that the Geoffrey R. Weller Library participate in the LibQual+ survey in the future as the results and comments will be helpful in the decision-making process for future improvements in library service. This will allow the Geoffrey R. Weller Library to continue to support the teaching and learning at the University of Northern British Columbia.

The Geoffrey R. Weller Library wishes to thank all those members of the University who participated in the survey and provided useful comments. We appreciate their support and commitment in helping us achieve a higher standard of library service.