Transcript Slide 1

Strategic Elements of LibQUAL+® at
LibQUAL+ and Beyond:
Using Results Effectively
Glasgow, Scotland  24 May, 2010
Colleen Cook, Texas A&M University
About : TEXAS A&M UNIVERSITY
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Land, Sea & Space Grant University
50,000 Students
3,600 Instructional Faculty
One of two flagship universities in Texas, USA
Historical strengths in Engineering, Science & Health
About : TEXAS A&M UNIVERSITY LIBRARIES
TEXAS A&M UNIVERSITY LIBRARIES
“ . . . Only Customers judge quality;
all other judgments are essentially irrelevant ”
Zeithaml, Parasuraman, Berry. (1999)
Delivering quality service. NY: The Free Press.
TEXAS A&M UNIVERSITY LIBRARIES
TEXAS A&M UNIVERSITY LIBRARIES
LIBQUAL+® AT TEXAS A&M UNIVERSITY LIBRARIES
 SURVEY CONDUCTED ANNUALLY (Spring Term)
 UNDERGRADUATE & GRADUATES: Random sampling
~ 8% of Undergraduates ~ 14% of Graduate population
 FACULTY – Full surveying, alternating years
Even-number years
 Engineering &
Science Colleges
 ~ 2,000 Faculty
Odd-number years
 Humanities &
Social Science Colleges
 ~ 1,600 Faculty
LIBQUAL+® AT TEXAS A&M UNIVERSITY LIBRARIES
OUR USERS - Undergraduates
LIBQUAL+® AT TEXAS A&M UNIVERSITY LIBRARIES
OUR USERS - Undergraduates
TOP 5 PRIORITIES
 IC-5 Modern equipment that lets me easily access needed information
 LP-3 A comfortable and inviting location
AS-5 Employees who have knowledge to answer user questions
 AS-3 Employees who are consistently courteous
 LP-4 A getaway for study, learning or research
 IC-2 A library Web site enabling me to locate information on my own
TOP 5 AREAS OF EXCELLENCE
 AS-3 Employees who are consistently courteous
 AS-5 Employees who have knowledge to answer user questions
 AS-8 Willingness to help users
 IC-5 Modern equipment that lets me easily access needed information
 AS-6 Employees who deal with users in a caring fashion
TOP 5 AREAS OF CONCERN
 LP-3 A comfortable and inviting location
 IC-2 A library Web site enabling me to locate information on my own
 LP-4 A getaway for study, learning or research
 LP-1 Library space that inspires study and learning
 IC-6 Easy-to-use access tools that allow me to find things on my own
LIBQUAL+® AT TEXAS A&M UNIVERSITY LIBRARIES
OUR USERS - Graduates
LIBQUAL+® AT TEXAS A&M UNIVERSITY LIBRARIES
OUR USERS - Graduates
TOP 5 PRIORITIES
 IC-1 Making electronic resources accessible from my home or office
 IC-2 A library Web site enabling me to locate information on my own
 IC-8 Print and/or electronic journal collections I require for my work
 IC-6 Easy-to-use access tools that allow me to find things on my own
 IC-5 Modern equipment that lets me easily access needed information
TOP 5 AREAS OF EXCELLENCE
 AS-8 Willingness to help users
 AS-4 Readiness to respond to users’ questions
 AS-6 Employees who deal with users in a caring fashion
 AS-3 Employees who are consistently courteous
 AS-5 Employees who have knowledge to answer user questions
TOP 5 AREAS OF CONCERN
 IC-2 A library Web site enabling me to locate information on my own
 IC-6 Easy-to-use access tools that allow me to find things on my own
 IC-1 Making electronic resources accessible from my home or office
 IC-8 Print and/or electronic journal collections I require for my work
 IC-4 The electronic information resources I need
LIBQUAL+® AT TEXAS A&M UNIVERSITY LIBRARIES
OUR USERS - Faculty
LIBQUAL+® AT TEXAS A&M UNIVERSITY LIBRARIES
OUR USERS - Faculty
TOP 5 PRIORITIES
 IC-8 Print and/or electronic journal collections I require for me work
 IC-1 Making electronic resources accessible from my home or office
 IC-2 A library Web site enabling me to locate information on my own
 IC-4 The electronic information resources I need
 IC-6 Easy-to-use access tools that allow me to find things on my own
TOP 5 AREAS OF EXCELLENCE
 AS-8 Willingness to help users
 AS-3 Employees who are consistently courteous
 AS-4 Readiness to respond to users’ questions
 AS-6 Employees who deal with users in a caring fashion
 IC-8 Print and/or electronic journal collections I require for my work
 IC-4 The electronic information resources I need
TOP 5 AREAS OF CONCERN
 IC-1 Making electronic resources accessible from my home or office
 IC-2 A library Web site enabling me to locate information on my own
 IC-8 Print and/or electronic journal collections I require for my work
 IC-6 Easy-to-use access tools that allow me to find things on my own
 IC-4 The electronic information resources I need
LIBQUAL+® AT TEXAS A&M UNIVERSITY LIBRARIES
UND GRD FAC
4 OUT OF 5 SATISFIED WITH SERVICE
1 OUT OF 5 RAISED SERVICE CONCERNS
LIBQUAL+® AT TEXAS A&M UNIVERSITY LIBRARIES
AFFECT OF SERVICE
GRADUATES
LIBQUAL+® AT TEXAS A&M UNIVERSITY LIBRARIES
AFFECT OF SERVICE
MISSION STATEMENT:
We fuel discovery by satisfying the
information needs of the
Texas A&M University Community
SERVICE STANDARDS:
 Everything Safe & Secure
 Everyone Matters
 Everything Speaks
 Everything Done Well
LIBQUAL+® AT TEXAS A&M UNIVERSITY LIBRARIES
INFORMATION CONTROL – Comments
UND GRD FAC
INFORMATION RESOURCES
2 OUT OF 3 UNDERGRAD & FACULTY HAVE POSITIVE
COMMENTS ABOUT RESOURCES
3 OUT OF 5 GRADUATES RAISED INFORMATION
RESOURCE CONCERNS
LIBQUAL+® AT TEXAS A&M UNIVERSITY LIBRARIES
INFORMATION CONTROL
INFORMATION RESOURCES
FACULTY
LIBQUAL+® AT TEXAS A&M UNIVERSITY LIBRARIES
2009:
Four Millionth Volume
2004:
Three Millionth Volume
1992:
Two Millionth Volume
1976:
One Millionth Volume
LIBQUAL+® AT TEXAS A&M UNIVERSITY LIBRARIES
CHANGES IN EXPENDITURES IN THE LAST 5 YRS
MONOGRAPHS
PRINT
SERIALS
ELECTRONIC
SERIALS
20% INCREASE
9% DECREASE
183% INCREASE
ELECTRONIC SERIALS
$9.8 MILLION
MONOGRAPHS
$4.8 MILLION
PRINT SERIALS
$2.4 MILLION
LIBQUAL+® AT TEXAS A&M UNIVERSITY LIBRARIES
INFORMATION CONTROL – Comments
UND GRD FAC
INFORMATION DELIVERY
50% OR GREATER OF ALL USER GROUPS
EXPRESSED CONCERNS ABOUT
INFORMATION DELIVERY
LIBQUAL+® AT TEXAS A&M UNIVERSITY LIBRARIES
INFORMATION CONTROL
INFORMATION DELIVERY
FACULTY
LIBQUAL+® AT TEXAS A&M UNIVERSITY LIBRARIES
Survey respondents that
• Use library premises no
more than once a month
(if at all) and
• Use library Web site
weekly or daily
ACCESSIBILITY ACTION ITEMS
1. ACCESS TO ALL LIBRARY WEB BASED SERVICES
2. ENSURE CAMPUS WIDE ACCESS
(REGISTRATION OF ALL INSTITUTION IP ADDRESSES)
3. IMPROVE / STABILIZE OFF-CAMPUS ACCESS
LIBQUAL+® AT TEXAS A&M UNIVERSITY LIBRARIES
UND GRD FAC
3 OUT OF 5 UNDERGRADUATES AND
4 OUT OF 5 GRADUATES RAISED CONCERNS
LIBQUAL+® AT TEXAS A&M UNIVERSITY LIBRARIES
LIBRARY AS A PLACE OF STUDY
UNDERGRADUATES
LIBQUAL+® AT TEXAS A&M UNIVERSITY LIBRARIES
LIBRARY AS A PLACE OF STUDY
Competing Needs
STERLING C. EVANS LIBRARY &
LIBRARY ANNEX
1.5 Million Visitors
16% Increase over past 2 Years
MEDICAL SCIENCES LIBRARY
166,000 Visitors
22% Increase over past 2 Years
Library Stack Growth
At Capacity
Library Stack Growth
At Capacity
WEST CAMPUS LIBRARY
1.5 Million Visitors
88% Increase over past 2 Years
Library Stack Growth
At Capacity
Cushing Memorial Library
Library Stack Growth
1 years growth
Policy Sciences & Economics Library
Library Stack Growth
At Capacity
LIBQUAL+® AT TEXAS A&M UNIVERSITY LIBRARIES
EVANS CARPET REPLACEMENT & ASBESTOS ABATEMENT
LIBQUAL+® AT TEXAS A&M UNIVERSITY LIBRARIES
21,000 sq ft
Needed to address ADA Guidelines
(Approx. a Library Annex floor)
4.3.3 Width
The minimum clear width of an accessible route shall
be 36 in. (915 mm).
ADA Accessibility Guidelines for Buildings & Facilities
Library currently has 25 in. width
aisles in some areas
LIBQUAL+® AT TEXAS A&M UNIVERSITY LIBRARIES
COLLABORATIVE OFF SITE STORAGE
STORAGE SOLUTIONS
JJ PICKLE HIGH DENSITY REPOSITORY
Texas A&M Adding 8,400 volumes/month
Capacity: Dec./2011
MEDIUM DENSITY REPOSITORY I – RIVERSIDE CAMPUS
Texas A&M to share 1/3 of cost & capacity
$2 Million
250,000 Volumes
LIBQUAL+® AT TEXAS A&M UNIVERSITY LIBRARIES
LIBRARY AS A PLACE OF STUDY
Hours of Operation
Comparison of Texas A&M
Peer Institutions
(Hours open during a week)
Rank
1.Open 24/7 (168)
Michigan
Ohio State
Penn State
2. Wisconsin (148)
3.Texas A&M (146)
North Carolina (146)
4.Illinois (144)
5.Georgia Tech (135)
6.Texas (120)
7.Purdue (115)
8.California – San Diego (114)
9.Florida (105)
10.Minnesota (100)
LIBQUAL+® AT TEXAS A&M UNIVERSITY LIBRARIES
INFORMATION COMMONS
ADDITIONAL & ADAPTABLE STUDY AREAS
MORE COMPUTERS & WORKSTATIONS
SINGLE SERVICE POINT
NEW RESEARCH CONSULTATION AREA
IMPROVED ACCESS TO LIBRARIANS
ADDITIONAL GROUP STUDY ROOMS
WARMER PAINT & FINISHES
LIBQUAL+® AT TEXAS A&M UNIVERSITY LIBRARIES
FY2011 & FY2012
LEARNING COMMONS
EVANS/MSL BATHROOM RENOVATION
WCL CARPET REPLACEMENT
PSEL EXPANSION
LIBQUAL+® AT TEXAS A&M UNIVERSITY LIBRARIES
SEATING REPAIR & RE-UPHOLSTERING
LIBQUAL+® AT TEXAS A&M UNIVERSITY LIBRARIES
LIBQUAL+® AT TEXAS A&M UNIVERSITY LIBRARIES
MEDICAL SCIENCES LIBRARY
1ST FLOOR – A WORK IN PROGRESS
REMOVAL OF JOURNAL STACKS
ADDITIONAL STUDY TABLES & SEATING
PLACEMENT OF STUDY TABLES AROUND
FLOOR TO CEILING WINDOWS
CENTRALIZATION OF COMPUTERS
ADDITION OF MEDIA STUDY CENTERS
TEXAS A&M UNIVERSITY LIBRARIES
Texas A&M University Libraries
Advisory Councils
University Library Council
Student Advisory Council
MSL Council
MSL Student Advisory Council
College of Pharmacy Library &
Learning Resources Advisory
TRANSACTIONAL
SURVEYS
MYSTERY SHOPPERS
TEXAS A&M UNIVERSITY LIBRARIES
Thank you !
COLLEEN COOK
TEXAS A&M UNIVERSITY LIBRARIES
COLLEGE STATION, TEXAS U.S.A.
[email protected]