Transcript Slide 1

LibQUAL+™ Process Overview
Using the Web as a Management Tool
Martha Kyrillidou
LibQUAL+™ Canada Meeting
Ottawa, Canada
June 14, 2006
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Charting User Change
User Behavior
User Expectations
Wide Array of User
Studies Now Available
Findings
Students
start with
Google
Format
Agnostic
Seek
convenience
Born
Digital
Customer
Service
(qualified & helpful staff)
Library as a
place, symbol,
refuge
Self-sufficiency &
control of information
seeking process
Ready access to wide
range of content (e.g.
complete runs of journals)
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… a revolution in making
Il est plus nécessaire d'étudier les hommes
que les livres
—FRANÇOIS DE LA ROCHEFOUCAULD (1613–1680)
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Partnership among
ARL
Texas A&M
hundreds of libraries
thousands of users
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Objectives
• Identify key elements that contribute to a
successful survey implementation
• Learn how the LibQUAL+™ project web
site can help you manage your survey
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Step 1: Define
Consider participation in LibQUAL+™
• When deciding whether to participate,
consider project requirements: people,
supplies, technology
• Also consider your institutional goals: what
do you want to get out of the survey?
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Registration and Costs
• 2007 participation fee: $2,850 per survey
implementation
• Other potential costs include:
– Local marketing and promotion
– Travel
– Staff time spent on the project
• Registration opens in September
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Survey format
• 22 core items
• 5 optional local questions (more on this
later)
• Additional questions on library use,
information literacy, and general
satisfaction
• Demographic questions
• Box for open-ended comments
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Technology
• Work with IT department to select e-mail
addresses and compile mailing lists
• Consider your hardware, software, and
network connections
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Sample Groups
• Identify your sample groups
(undergraduate, graduate, faculty, staff)
• Determine your sample size
– Sampling guidelines provided in Procedures Manual:
<http://old.libqual.org/Information/Manual/index.cfm>
– Minimum recommended sample size for a large
institution: 900 undergraduates, 600 graduates, 600
faculty, 600 non-library university staff (optional), and
all library staff (optional)
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Survey Liaisons
•
•
•
•
Prepare for survey administration
Communicate with LibQUAL+™ team
Respond to user feedback
Work with local IT/academic computing
contacts and ARL to resolve any local
technical issues
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Survey Communications
How will you promote your survey and
communicate results?
• Advertising/marketing
• Survey web sites
• Flyers and other handouts
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Success Criteria
• Dependent on your local situation
• General criteria:
– Data analysis yields representative and
useable results
• Response rates, completion rates, and
representativeness
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Step 2: Prepare
Complete required steps to launch your
survey
• LibQUAL+™ survey Management Center
as a management tool
• Several required steps before your survey
can go “live”
• Determine whether you need IRB approval
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Survey Management Center
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Manage Your Survey
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Survey Preferences
•
•
•
•
•
•
Participants are asked to
indicate/provide:
Support e-mail address
Language
Institution logo
Whether they want SPSS
data files
Whether offering local
incentive prizes
Dates of survey
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Survey Customization
• Choose five local
questions (optional)
–
“Using Localized Survey Items to Augment
Standardized Benchmarking Measures Across
User Groups: A LibQUAL+(TM) Study,” Bruce
Thompson and Colleen Cook
• Define disciplines for
your institution
• Provide library branch
information
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Preview
Preview your
survey, exactly as it
will appear to users
• Data entered in
preview survey is not
recorded
• Clicking on “Approve”
turns on your actual
survey URL
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Representativeness
•
•
•
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Tell us about your
institution:
User types (undergrad,
graduate, faculty)
Number of users in each
discipline
ARL statistical information
(number of volumes held,
etc.)
User data will be used to
determine the
representativeness of your
sample
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Step 3: Implement
Launch the survey on your campus
•
•
•
•
Send survey invitation and URL
Typical survey period is 3 weeks long
Send 2-3 follow-up reminders to users
Respond to user feedback
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Monitor the Survey
Track your survey’s
progress in real-time
• Number of surveys
completed, day-by-day
• Surveys completed by user
group
• Average completion time
• Turn off survey when
finished
• Can also see user
comments in real-time
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Step 4: Wrap-up
Close down your survey and receive results
• Session I closes in early June; Session II in early
December
• Contact local incentive winners, if you offered a
local prize
• Provide feedback to the LibQUAL+™ team
about your survey
• Receive survey results data
– Results notebooks (in PDF format) and Excel data
files provided on a rolling basis
– SPSS data files sent separately at a later date
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Local Incentives
• Provides list of 50
randomly selected
respondents for local
incentive prizes
• Available as soon as
you turn off your
survey run, or when
survey closes to the
public (whichever is
first)
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Post Hoc Questionnaire
•
•
•
•
Provide the ARL
team with
information about
your survey run
Sample size
Number of e-mails
sent
Incentives offered
Marketing/promotion
methods
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Evaluation Survey
Your opportunity to
provide feedback to
the LibQUAL+™
team and evaluate
your institution’s
survey experience
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LibQUAL+™ Resources
Project Web Site
http://www.libqual.org
LibQUAL+™ Procedures
Manual
http://www.libqual.org/Information/Manual/index.cfm
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The LibQUAL+® Results
On the LibQUAL+® Management Center:
Results Notebooks (PDF)
Group Notebook (PDF)
Unified Notebook (PDF)
User Comments
Excel Data File
Emailed several months later:
SPSS data files (if requested at
registration)
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Results Notebooks
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LibQUAL+® 2006: Overall
Highlights
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LibQUAL+® 2006: Overall
Highlights
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LibQUAL+® 2006: Types and
Groups
Consortium
TYPE
#
College or University
197
Community College
21
European Business
16
National Health
10
#
AAHSL
7
AJCU-Academic
21
AJCU-Law
1
Alabama
2
Church Libraries
7
CONSULS
5
EBSLG
17
Health Sciences
9
Academic Law
6
Public
3
Florida
1
Family History
2
Georgia
14
State
2
Keystone Lib Net
2
FFRDC
1
Mass-LSTA
5
Hospital
1
National Health
10
268
NC Comm Coll
15
NY3Rs
2
Oberlin
2
OhioLINK
2
SCONUL
21
VALE
1
Total:
135
Total:
Session 1
212
Session 2
56
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LibQUAL+® 2006: Languages
and Countries
Language
American English
Country
Number
179
Australia
Canada
British English
40
Unspecified
38
#
2
11
Denmark
2
Finland
2
France
2
Ireland
2
Netherlands
5
Norway
2
South Africa
7
Sweden
4
Switzerland
2
Dutch
2
Dutch English
2
Continental French
1
Danish
1
Finnish
1
German
1
UK
Norwegian
1
Venezuela
1
Int'l Total:
76
Swedish
1
US Total:
192
Swedish (BE)
1
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LibQUAL+™ Team at ARL
•
[email protected]
• MaShana Davis
–
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Technical Communications Liaison
[email protected]
• Richard Groves
–
–
Customer Relations Coordinator
[email protected]
• Mary Jackson
–
–
LibQUAL+™ Service Manager
[email protected]
• Martha Kyrillidou
–
–
Director, Statistics & Service Quality Programs
[email protected]
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Other LibQUAL+® Services
•Consulting Services
•Custom Analyses
•Custom Notebooks
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Our collective challenge is, therefore, to take
this information—both the positive and the
challenging—and evaluate where to invest
more, invest less, invent new and invert
old, communicate more and market better.
Cathy De Rosa
Vice President, Marketing & Library Service
Introduction, College Students’ Perceptions of Libraries and Information Resources, ix (2006)
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