Transcript Slide 1

The votes are in! What next?
Selena Killick
Association of Research Libraries
Introduction to LibQUAL+ Workshop
University of Westminster, London
21st January 2008
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Results Notebooks
• Sections for Overall, Undergraduates, Graduates,
Faculty, Staff, Library Staff include:
– Demographic Summary
– Core Questions Summary
– Dimensions Summary
– Local Questions
– General Satisfaction Questions
– Information Literacy Outcomes Questions
– Library Use Summary
• Appendix describing changes in the dimensions and
the questions included in each dimension.
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Results
• Results Notebooks (PDF)
http://old.libqual.org/Manage/Results/index.cfm
– Group Notebook (PDF)
– Unified Notebook (PDF)
– User Comments
– Excel Data File
SPSS data files (if requested at registration)
will be e-mailed to the primary contact two to
three months after the session has closed.
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Reading the Charts
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Key to Radar Charts
Key Term:
Zone of Tolerance
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Radar Chart Basics
Desired
Minimum
Perceived is greater
than desired
Perceived
Perceived is greater
than minimum, less
than desired
Perceived is less
than minimum
Perceived
Perceived
Minimum
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Desired
What Do the Colors Mean?
Key Term:
Zone of Tolerance
Green
And
Blue
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What Do the Colors Mean?
Red
Key Term:
Zone of Tolerance
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What Do the Colors Mean?
Little Yellow
Key Term:
Zone of Tolerance
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What Do the Colors Mean?
A lot of Yellow
Key Term:
Zone of Tolerance
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Understanding Your Individual Results:
Thermometer Charts
Key Term:
Zone of Tolerance
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Dimension Summary
Key Term:
Zone of Tolerance
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Making the most out of your data
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Making the Most of the Data
• Further data analysis is necessary to
maximise the potential of your results
• Initial results will provide an overview of
your service
• Detailed analysis allows further issues to
be highlighted
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Find Benchmarking Partners
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Accessing other institutions’ results
• You can access all 2008 participants PDF
reports from the Results section of Web
site
• All SCONUL participants agree to share
their results with each other across all
years, contact Selena for access
• Contact each other and work together to
share your electronic data files (SPSS or
Excel) to allow further detailed
benchmarking
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Data in Action
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Further analysis conducted at Cranfield
• Campus library results
– Results notebook recreated for each campus library
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Results by discipline
Comparisons between PhD and Masters students
Exploring specific issues
Detailed analysis of comments (time consuming++)
Longitudinal analysis
Internal benchmarking
External benchmarking
– SCONUL & ARL average
– Peer-to-peer
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Campus Library Results
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Overall CU Results 2007
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Two Campus Results from CU, 2007
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DCMT Results 2007
Superiority
Mean
Desired
Rank
ID
Question Text
IC-1
Making electronic resources accessible from my home or office
-0.79
3
IC-4
The electronic information resources I need
-0.73
1
IC-2
A library Web site enabling me to locate information on my
own
-0.72
5
IC-8
Print and/or electronic journal collections I require for my work
-0.62
2
IC-6
Easy-to-use access tools that allow me to find things on my
own
-0.58
5
IC-3
The printed library materials I need for my work
-0.56
6
LP-1
Library space that inspires study and learning
-0.56
16
LP-2
Quiet space for individual work
-0.54
18
IC-5
Modern equipment that lets me easily access needed
information
-0.50
7
LP-4
A haven for study, learning, or research
-0.39
15
IC-7
Making information easily accessible for independent use
-0.32
4
AS-5
Library staff who have the knowledge to answer user questions
-0.09
10
AS-9
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Dependability in handling users' service
problems
-0.06
11
DCMT Results 2007
Superiority
Mean
Desired
Rank
ID
Question Text
LP-3
A comfortable and inviting location
0.00
14
AS-1
Library staff who instill confidence in users
0.04
12
LP-5
Space for group learning and group study
0.07
19
AS-7
Library staff who understand the needs of their users
0.09
11
AS-4
Readiness to respond to users' enquiries
0.18
1
AS-8
Willingness to help users
0.22
9
AS-6
Library staff who deal with users in a caring fashion
0.38
13
AS-3
Library staff who are consistently courteous
0.40
8
AS-2
Giving users individual attention
0.41
17
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Results by Discipline
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Computer Science
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Business &
Management
Exploring Issues
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Making electronic resources accessible from my home or office
Making electronic resources accessible from my home or office
9
8
7
6
5
4
3
2
1
0
Overall 2005
Overall 2006
Undergraduates
2005
Undergraduates
2006
Postgraduate 2005
Postgraduate
Academic Staff
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2006
2005
Academic Staff
2006
Library Staff 2005 Library Staff 2006
Staff 2005
Staff 2006
Comment Analysis
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Comments 2006
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205 Comments received overall
Results grouped by topic
Topics standardised year-on-year
Catalogued by:
– Dimension
– Discipline
– User group (Undergrad / Postgrad etc.)
– Sex
– Age
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Comment Analysis
Overall commentary analysis
60
50
40
Positive
30
Negative
General
20
10
0
Affect of Service
Information Control
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Library as Place
General
Highlighting Issues
The only element that needs some work is the
ability to interrogate library resources from remote
desktops.
Postgraduate
Computing & Information
Technology
DCMT Library
31 - 45
Male
Full-time
Academic Staff
Electrical Engineering
DCMT Library
The new web page of the library (electronic access 31 - 45
Male
to various journals) is not as good or as easy to
use as before.
Does not apply / NA
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Longitudinal Analysis
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Year-on-Year Change
Overall
0.30
0.20
0.10
Superiorty Mean
0.00
-0.10
-0.20
-0.30
-0.40
-0.50
-0.60
-0.70
-0.80
Affect of Service
Information Control
Library as Place
Overall
Superiority Mean 2006
-0.03
-0.70
-0.35
-0.35
Superiority Mean 2007
0.17
-0.60
-0.29
-0.21
Difference (06 - 07)
0.20
0.10
0.06
0.14
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Changes over the years
Affect of Service
Information Control
Library as Place
8.00
8.00
8.00
7.50
7.50
7.50
7.00
7.00
7.00
6.50
6.50
6.50
6.00
6.00
6.00
5.50
5.50
5.50
5.00
5.00
5.00
4.50
4.50
4.50
4.00
4.00
DCMT
2007
4.00
DCMT
2007
DCMT
2003
DCMT
2005
DCMT
2006
DCMT
2003
DCMT
2005
DCMT
2006
Minimum Mean
Desired Mean
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Perceived Mean
DCMT
2003
DCMT
2005
DCMT
2006
DCMT
2007
Internal Benchmarking
Dimension Summary
0.4
0.2
0
-0.2
-0.4
-0.6
-0.8
-1
-1.2
-1.4
Affect of Service
Information Control
Library as Place
Overall
KNL Superiority Mean
0.1
-0.89
-0.74
-0.46
DCMT Superiority Mean
0.17
-0.6
-0.29
-0.21
MIRC Superiority Mean
0.03
-0.53
-0.57
-0.32
Silsoe Superiority Mean
-0.06
-1.29
-0.68
-0.66
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External Benchmarking
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External Benchmarking
Dimension Summary
0
-0.2
Superiority Mean
-0.4
-0.6
-0.8
-1
-1.2
-1.4
-1.6
Affect of Service
Information Control
Library as Place
Overall
DCMT Superiority Mean
-0.07
-0.83
-0.33
-0.41
UK Superiority Mean
-0.91
-1.32
-1.49
-1.20
US Superiority Mean
-0.73
-1.17
-1.09
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-1.37
Peer-to-Peer Benchmarking
D im e ns io n S um m a ry
8.50
8.00
7.50
7.00
6.50
6.00
5.50
5.00
4.50
4.00
Affect of
Service
Affect of
Service
Information
Control
Information
Control
Library as
Place
Library as
Place
Overall
Overall
DCM T
Library 2
DCM T
Library 2
DCM T
Library 2
DCM T
Library 2
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Utilising the data - results
• Reports
– To senior management
– To Library User committees
– Quality department
– Academic departments
– Supporting departments (Computing)
– For annual report
– Newsletters
– Inspectorate
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Utilising the data - results
• Presentations
– Library staff
– Senior management
• Web pages
• Displayed on notice boards
• Focus groups created to tackle specific
issues raised by survey findings
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Utilising the data free text comments
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Communicated to Library staff
Notice boards
Web pages
Reports to management and committees
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Tools to Help You
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Analytics Tool
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LibQUAL+ Analysis Service
• The possibilities for additional analysis are
endless, your time may not be
• LibQUAL+ analysis service provides
customised reports produced to your
requirements
• Discounted pricing due to unique
relationship with the ARL
• Contact Selena for details,
[email protected]
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LibQUAL+ Resources
• LibQUAL+ Website:
http://old.libqual.org
• Publications:
http://old.libqual.org/publications
• Events and Training:
http://old.libqual.org/events
• Gap Theory/Radar Graph Introduction:
http://old.libqual.org/Information/Tools/libqualpresentation.cfm
• LibQUAL+ Bibliography:
http://www.coe.tamu.edu/~bthompson/servqbib
• LibQUAL+ Procedures Manual:
http://old.libqual.org/Information/Manual/index.cfm
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Acknowledgements
• Fred Heath, Bruce Thompson, Colleen Cook,
Martha Kyrillidou and the rest of the LibQUAL+
team
• Stephen Town and rest of the SCONUL Working
Group on Performance Improvement
• All SCONUL LibQUAL+ Participants
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Selena Killick
Research & Development Officer
Cranfield University
[email protected]
Tel: +44 (0)1793 785561
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