How to participate in LibQUAL+ and effectively utilise the data

Further analysis conducted at Cranfield • Campus library results – Results notebook recreated for each campus library • Results by discipline • Detailed analysis of comments (time consuming++) • Longitudinal analysis • Internal benchmarking • External benchmarking – SCONUL average – ARL average

Campus Library Results

Overall CU Results 2005

Overall DCMT Results 2005

DCMT Results 2005

Question Text

Making electronic resources accessible from my home or office A library Web site enabling me to locate information on my own Easy-to-use access tools that allow me to find things on my own The main texts and readings I need for my work The electronic information resources I need Library space that inspires study and learning Print and/or electronic journal collections I require for my work Making information easily accessible for independent use Modern equipment that lets me easily access needed information Timely document delivery / interlibrary loan The printed library materials I need for my work A haven for study, learning, or research Availability of subject specialist assistance

DCMT Superiority Mean

-1.26

-1.13

-0.93

-0.88

-0.74

-0.71

-0.71

-0.71

-0.65

-0.59

-0.49

-0.48

-0.44

DCMT Desired Ranking

10 1 9 2 7 22 5 16 6 14 17 20 23

DCMT Results 2005

Question Text

Quiet space for individual work Library staff who instill confidence in users Dependability in handling users' service problems Library staff who have the knowledge to answer user questions Library staff who understand the needs of their users Space for group learning and group study Library keeping me informed about all of its services Willingness to help users Giving users individual attention A comfortable and inviting location Readiness to respond to users' enquiries Provision of information skills training Library staff who deal with users in a caring fashion Library staff who are consistently courteous

DCMT Superiority Mean

-0.37

-0.35

-0.25

-0.23

-0.23

-0.12

-0.07

-0.07

-0.02

0.00

0.02

0.11

0.18

0.28

DCMT Desired Ranking

24 13 12 4 15 27 25 8 18 21 3 26 19 11

Results by Discipline

Business and Management

Computer Science

Comment Analysis

Comments Received 2005 • 153 Comments received overall • Results grouped by topic • Catalogued by: – Dimension – Discipline – User group (Undergrad / Postgrad etc.) – Sex – Age

Longitudinal Analysis

Dimension Summary

0.40

0.20

0.00

-0.20

-0.40

-0.60

-0.80

-1.00

-1.20

Affect of Service Superiority Mean 2003 Superiority Mean 2005 Difference -0.11

-0.07

0.04 Information Control -0.99

-0.83

0.16 Library as Place 0.00

-0.33

-0.33 Overall -0.44

-0.41

0.03

Internal Benchmarking

-0.40

-0.60

-0.80

-1.00

-1.20

0.20

Affect of Service 0.00

Information Control

Overall Com parisons

Library as Place Overall -0.20

KNL Superiority Mean MIRC Superiority Mean RMCS Superiority Mean Silsoe Superiority Mean

External Benchmarking

External Benchmarking

Dimension Summary

0 -0.2

-1.2

-1.4

-1.6

DCMT Superiority Mean UK Superiority Mean US Superiority Mean -0.4

-0.6

-0.8

-1 Affect of Service -0.07

-0.91

-0.73

Information Control -0.83

-1.32

-1.37

Library as Place -0.33

-1.49

-1.17

Overall -0.41

-1.20

-1.09

Utilising the data - results • Reports – To senior management – To Library User committees – Quality department – Academic departments – Supporting departments (Computing) – For annual report – Newsletters – Inspectorate

Utilising the data - results • Presentations – Learning centre staff – Senior management • Web pages • Displayed on notice boards • Focus groups created to tackle specific issues raised by survey findings

Utilising the data free text comments • Communicated to Library staff • Notice boards • Web pages • Reports to management and committees

Making the most out of your 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

LibQUAL+ Analysis Service • Basic overall summary for a campus = ½ a day per campus • Full campus report = 1.5 days per campus • Additional subject analysis = 1.5 hours per subject

Acknowledgements • Selena Lock, R&D Officer, Cranfield University • All SCONUL and ARL LibQUAL+ Participants

J. Stephen Town Director of Information Services Defence College of Management and Technology Deputy University Librarian Cranfield University [email protected]