Transcript LibQUAL+ at Cranfield University

LibQUAL+ and Beyond:
Using Results Effectively
23rd June 2008
Dr Darien Rossiter
Cranfield University at DCMT, Shrivenham
• Postgraduate
University
• 22 year contract with
MOD for academic
services
• 1000 military and civilian
students
• Subject range - defence,
management and
technology
DCMT Library
Why LibQUAL+
LibQUAL+ meets our need to measure service quality and
benchmark our performance
• 2003
– First user survey since late nineties
– Aim to measure and evaluate performance
• 2005
– Approaching contract negotiations, results help inform future
strategy
• 2006
– DCMT Library runs LibQUAL+ to measure impact of library move
and launch of the Information Literacy tutorial
• 2007
– Cranfield University runs LibQUAL+ as part of the Charter Mark
process
• 2008
– DCMT Library runs LibQUAL+ to help inform strategic review
2008 New Organisational Context
• Academic departments restructured
• Academic provision yearly review by the
MOD
• Central services review by the University
LibQUAL+ at Cranfield 2008
• Shrivenham campus only in 2008
• Later launch date - five weeks from the end
of April to the end of May 2008
• One optional question change
– Old - Teaching me how to locate, evaluate, and use
information
– New - Making me aware of library resources and services
Other Performance Measurement
Activities in 2008
• Focus group
– Looking at opening hours and the Digital Library, informing the
local survey.
• Local questionnaire run in parallel with LibQUAL+
– Questions addressing specific local issues
• Opening hours
• The Digital Library
• Off-campus survey
– Exploring the question “Making electronic resources accessible
from my home or office”
Using Lib Qual + Effectively
DCMT Overall 2007
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
Dependability in handling users' service problems
-0.06
11
Using Lib Qual + Effectively
•
•
•
•
•
•
Results by Campus
Results by Discipline
Longitudinal Analysis
Benchmarking (Internal and External)
Comment Analysis
Exploring Issues
Two Campus Results
Longitudinal Analysis
Yearly Comparison
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
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
-1.37
-1.17
-1.09
Using the Data
• Secondary analysis conducted on LibQUAL+
results to exploit the data
• Used in combination with other information
sources
– Statistical counts
– User comments
– Other surveys
Five-Year Trends – Library as Place
LP-5 Space for group learning and group
study
8.5
8
7.5
Affect of Service
7
6.5
8.50
• Dramatic rise in
desired and mean
scores for “Space
for group learning
and group study”
6
5.5
8.00
5
7.50
4.5
Minimum Mean
4
Mean
DCMT 2003 7.00
DCMT 2005 DCMT 2006 DCMT 2007
Desired Mean
Perceived Mean
6.50
Five Year Trends
Library Environment
LP-5 Space for group learning and group
study
LP-2 Quiet space for individual w ork
8.5
8.5
8
8
7.5
7.5
7
7
6.5
6.5
6
6
5.5
5.5
5
5
4.5
4.5
4
4
DCMT 2003 DCMT 2005 DCMT 2006 DCMT 2007
DCMT 2003 DCMT 2005 DCMT 2006 DCMT 2007
Staff Support
AS-2 Giving users individual attention
8.50
8.00
7.50
7.00
6.50
6.00
5.50
5.00
4.50
4.00
DCMT 2003 DCMT 2005 DCMT 2006 DCMT 2007
Library Web Site
IC-2 A library Web site enabling m e to
locate inform ation on m y ow n
8.5
8
7.5
7
6.5
6
5.5
5
4.5
4
DCMT 2003 DCMT 2005 DCMT 2006 DCMT 2007
Access Tools
IC-6 Easy-to-use access tools that allow
me to find things on my own
8.5
8
7.5
7
6.5
6
5.5
5
4.5
4
DCMT 2003 DCMT 2005 DCMT 2006 DCMT 2007
Utilising the data - results
• Reports
• Presentations
– Library staff
– Senior management
• Web pages
• Displayed on notice boards
Issues for consideration • High quality, detailed data
• Limited administration required to
implement the survey
• Benchmarking and longitudinal capability
• Respectability
• Quick turn around of basic results and excel
files
• Real-time access to comments
Issues for consideration
• Fixed “position” question, categories do not suit our
situation
• Average of 35% complete the survey after opening it
– Interface off putting?
– Complexity?
• Wording of optional questions do not meet our
needs exactly
• Unable to add specific questions on local issues
• Further analysis of data requires specialist skills and
staff time
Survey Fatigue
• Surveys conducted in 2008:
–
–
–
–
–
–
LibQUAL+
Local Questionnaire
Off Campus usage survey
Student satisfaction survey
SERCO Survey
Staff satisfaction survey
• University now reviewing survey use by
departments with an aim of having a more
centralised approach.
Conclusion
• Additional analysis critical to exploit the
value of the tool
• LibQUAL+ continues to be a strong marketing
tool for Cranfield University
Dr Darien Rossiter
Director of Knowledge Services
Cranfield University
Defence College of Management and Technology
Tel: +44 (0)1793 785481
Email: [email protected]