Transcript Are They Really That Different?

Are They Really That
Different?
IDENTIFYING NEEDS AND PRIORITIES
ACROSS USER GROUPS AND DISCIPLINES
AT THE UNIVERSITY OF NOTRE DAME
THROUGH LIBQUAL+™ USER COMMENTS.
University of Notre Dame
 11,417 students and 1586
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

faculty
4 undergraduate colleges
(Arts and Letters,
Business, Engineering,
Science)
School of Architecture
Graduate School
Law School
10 major research
institutes
Hesburgh Libraries of Notre Dame
 Over 2 million volumes
 Over 2.5 million microform
units
 22,600+ serials
 Acquisitions budget totally
over $15 million
 10 libraries and/or centers,
including the 14-story
Theodore M. Hesburgh,
C.S.C., Library
LibQUAL+ at ND
2002
2006
 Survey sent to random sample
 Survey sent to all students and
of 2800
 Respondents
faculty
 Respondents
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308 undergraduates
255 graduate students
183 faculty
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1850 undergraduates
553 graduate students
229 faculty
 26.6% response rate
 22.5% response rate
 324 written comments
 1039 written comments
LibQUAL+™ Dimensions
Affect of Service (AS)
Information Control (IC)
Library as Place (LP)
Employees who instill confidence in users(AS-1)
Making electronic resources accessible from
my home or office (IC-1)
Library space that inspires study and learning
(LP-1)
Giving users individual attention (AS-2)
A library Web site enabling me to locate
information on my own (IC-2)
Quiet space for individual activities (LP-2)
Employees who are consistently courteous (AS-3)
Printed library materials I need for my work
(IC-3)
A comfortable and inviting location (LP-3)
Readiness to respond to users' questions (AS-4)
The electronic information resources I need
(IC-4)
A getaway for study, learning, or research (LP-4)
Employees who have the knowledge to answer
user questions (AS-5)
Modern equipment that lets me easily access
needed information (IC-5)
Community space for group learning and group
study (LP-5)
Employees who deal with users in a caring fashion
(AS-6)
Easy-to-use access tools that allow me to find
things on my own (IC-6)
Employees who understand the needs of their
users (AS-7)
Making information easily accessible for
independent use (IC-7)
Willingness to help users (AS-8)
Print and/or electronic journal collections I
require for my work (IC-8)
Dependability in handling users’ service
problems (AS-9)
Selected Local Questions
University of Notre Dame Local Questions from
LibQUAL+™ Pool of 100+
Library Orientation/Instruction Sessions
Making me aware of library resources and services
Accuracy in catalog, borrowing, and overdue records
Timely document delivery/interlibrary loan
Adequate hours of service
Service Adequacy Gap Scores
User Group
Undergraduates
Graduate Students
Faculty
Area needing improvement
Service dimension
Modern equipment that lets me easily access needed information (IC-5)
Information Control
Print and/or electronic journal collections I require for my work (IC-8)
Information Control
Easy to use access tools that allow me to find things on my own (IC-6)
Information Control
Print and/or electronic journal collections I require for my work (IC-8)
Information Control
The electronic information resources I need (IC-4)
Information Control
A library web site enabling me to locate information on my own (IC-2)
Information Control
Print and/or electronic journal collections I require for my work (IC-8)
Information Control
Printed library material I need for my work (IC-3)
Information Control
A library web site enabling me to locate information on my own. (IC-2)
Information Control
Most important services
User Group
Service
Dimension
Undergraduates
Making electronic resources accessible from my
home or office (IC-1)
Information Control
Modern equipment that lets me easily access
needed information (IC-5)
Information Control
Adequate hours of service
Local question
Print and/or electronic journal collections I
require for my work (IC-8)
Information Control
A library web site enabling me to locate
information on my own (IC-2)
Information Control
The electronic information resources I need (IC-4)
Information Control
Print and/or electronic journal collections I
require for my work (IC-8)
Information Control
A library web site enabling me to locate
information on my own (IC-2)
Information Control
Timely interlibrary loan/document delivery
Local question
Graduates
Faculty
“22 questions and a box”
 The survey offers a “comments box” soliciting
open-ended user views that provide a more
detailed picture of how users view our resources
and services.
 661undergraduates, 231 graduate students, and 119
faculty utilized this box to give specific comments.
Distribution of Comments
Survey Participation by User Group
2000
1800
1600
1400
1200
1000
800
600
400
200
0
# of survey
respondents
cu
lty
Fa
es
du
at
G
ra
U
nd
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rg
ra
du
a
te
s
# of respondents
providing comments
User Group
Why Analyze Qualitative Data?
 “Qualitative data … drawn from survey comments …
provide richness and context that add life to the
numbers and meat to the bones of the quantitative
data.”
 Effort in providing written comments “indicates a
certain amount of enthusiasm or frustration” on the
user’s part.
Jankowska et. al (2006)
Coding the Comments
Sample Comment
“My biggest, and crucial, complaint is that at least
part of the library really needs to be open later than
2 am—preferably 24 hours. There is a SERIOUS
LACK of 24 hour study space on campus, especially
for off-campus dwellers, let alone space that is quiet
and well lit. Having even a single floor remain open
all hours would be a HUGE help.”
Undergraduate Student
Sample Comment
“Please increase the availability of electronic
journals because that is the future of my academic
field and many others… printed materials will
become less and less important as we head into the
future. I hope the library is ready for this very
difficult challenge.”
Graduate Student
Sample Comment
“The Library’s greatest failing is gaps in its
collections of printed materials, and inability to
purchase as broadly as is needed because of
inadequate funding. The staff are almost without
exception WONDERFUL.”
Faculty Member
Mapping the Comments
Service
Dimension
Undergrads
Graduate
Students
Faculty
Totals
Information
Control
416
225
122
763
Library as Place
89
136
641
32
58
315
12
43
177
133
237
1133
Affect of Service
Totals
Qualitative Data: Top Issues
User Group
Service
Dimension
Undergraduates
Adequate hours of service
Local Question
Willingness to help users
Information Control
Printed library materials I need for my work
Affect of Service
Print and/or electronic journal collections I require
for my work
Information Control
Printed library materials I need for my work
Information Control
Willingness to help users
Affect of Service
Print and/or electronic journal collections I require
for my work
Information Control
Printed library materials I need for my work
Information Control
Timely document delivery/interlibrary loan
Local question
Graduates
Faculty
Distribution of comments by discipline
Broad Disc.
Arts & Humanities
Dimension
AS
IC
LP
Total
Social Sciences & Business Total
66
165
29
260
14
124
4
142
21
58
11
90
Grand Total
492
Arts & Humanities Total
Science & Engineering
Science & Engineering Total
Social Sciences & Business
AS
IC
LP
AS
IC
LP
Questions
# Comm.
Printed library materials I need for my work (IC-3)
40
Willingness to help users (AS-8)
30
Timely document delivery/interlibrary loan (Local Question 4)
25
Making information easily accessible for independent use (IC-7)
20
Print and/or electronic journal collections I require for my work (IC-8)
16
A Comfortable and inviting location (LP-3)
16
Modern equipment that lets me easily access needed information (IC-5)
12
Employees who have the knowledge to answer user questions (AS-5)
11
Accuracy in catalog, borrowing and overdue records (Local Question 3)
11
Arts & Humanities
Faculty and
Graduate
Students
Questions
Desired
Information Control
Print and/or electronic journals collections I require for my work
8.58
Information Control
A library web site enabling me to locate information on my own
8.41
Information Control
Easy to use access tools that allow me to find things on my own
8.37
Information Control
The electronic information resources I need
8.35
Information Control
Making information easily accessible for independent use
8.33
Information Control
Making electronic resources accessible from home or office
8.29
Information Control
Modern equipment that lets me easily access information
8.28
Information Control
Printed library materials I need for my work
8.26
Local Question
Accuracy in the catalog, borrowing, and overdue records
8.22
Affect of Service
Employees who have the knowledge to answer questions
8
Number of
Comments
Questions
Printed library materials I need for my work (IC-3)
9
Willingness to help users (AS-8)
7
Easy to use access tools that allow me to find things on my own (IC-6)
7
Print and/or electronic journal collections I require for my work (IC-8)
7
Employees who have the knowledge to answer users questions (AS-5)
5
Modern equipment that lets me easily access needed information (IC-5)
5
Timely document delivery/interlibrary loan (Local Question)
5
A comfortable and inviting location (LP-3)
5
A library web site enabling me to locate information on my own (IC-2)
4
The electronic information resources I need (IC-4)
4
Social Sciences
& Business
Faculty and
Graduate
Students
Questions
Desired
Information Control
The electronic information resources I need
8.43
Information Control
Making electronic resources accessible from home or office
8.39
Information Control
A library web site enabling me to locate information on my own
8.25
Information Control
Print and/or electronic journals collections I require for my work
8.2
Information Control
Modern equipment that lets me easily access information
8.19
Information Control
Easy to use access tools that allow me to find things on my own
8.19
Information Control
Making information easily accessible for independent use
8.08
Affect of Service
Employees who have the knowledge to answer questions
7.77
Affect of Service
Employees who are consistently courteous
7.73
Local Question
Adequate hours of service
7.73
Number of
Comments
Questions
Print and/or electronic journal collections I require for my work (IC-8)
58
Timely document delivery/interlibrary loan (Local question)
12
A library web site enabling me to locate information on my own (IC-2)
9
Printed library materials I need for my work (IC-3)
8
Making information easily accessible for independent use (IC-7)
8
Adequate hours of service (Local question)
7
Employees who deal with users in a caring fashion (AS-6)
6
The electronic information resources I need (IC-4)
6
Easy to use access tools that allow me to find things on my own (IC-6)
6
Willingness to help users (AS-8)
4
Science &
Engineering
Faculty and
Graduate
Students
Dimension
Questions
Desired
Information Control
The electronic information resources I need
Information Control
A library web site enabling me to locate information on my own
8.5
Information Control
Print and/or electronic journals collections I require for my work
8.42
Information Control
Making electronic resources accessible from home or office
8.37
Information Control
Easy to use access tools that allow me to find things on my own
8.03
Information Control
Making information easily accessible for independent use
7.88
Information Control
Modern equipment that lets me easily access information
7.71
Affect of Service
Employees who are consistently courteous
7.63
Local Question
Adequate hours of service
7.58
Affect of Service
Employees who understand the needs of their users
7.47
8.54
Common Across Disciplines and Analysis
Print and/or electronic journal
collections I require for my work
Outcomes
Implemented Changes Post-LibQUAL+™
Information Control
Affect of Service
Library as Place
Local Question
Redesign of website IC-2
New recall policy
AS-9
Graduate Student
Study Room LP-2
Personal research
consultation service L-1
Information
commons LP-5
Peer information
counselors L-1
KIC scanners IC-5
Replacing photocopiers with multifunction
printers/scanners IC-5
Hiring an
outreach/marketing
librarian L-2
FindText Improvements enhancements IC-6
New Marketing Outreach
Committee L-2
Quick Search Improvements IC-6
Enhanced document
delivery L-4
Enhancements to online catalog– Find it, etc.
Purchase of Primo IC-6
24-Hour Access:
Midterms & Finals L-5
FAQ IC-7
Questions?
Sherri Jones
Head
Information, Research and
Instruction Services
Jessica Kayongo
Reference Librarian
Information, Research and
Instruction Services
Hesburgh Libraries of Notre Dame
Hesburgh Libraries of Notre Dame
[email protected]
[email protected]