Transcript Slide 1
Measuring Library Services
Martha Kyrillidou Director, ARL Statistics and Measurement Program Initiative to Recruit a Diverse Workforce Leadership Symposium San Antonio, TX January 21, 2006 www.arl.org
Today
is
Tomorrow
- Peter Melinchok expressing dismay at his parents’ distorted sense of time
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Bangor University considers removing librarians
Blake on Thursday January 27, @07:30AM -753 hits posted by Ms Information writes
"News from the University of Wales Bangor in the UK. senior management no longer feel that subject librarians / academic liaison librarians are needed in the modern academic library. They have made restructuring proposals which include removing all bar one of the subject librarians and a tier of the library management, including the Head of Bibliographic Services. The university management thinks that technology has 'deskilled' literature searching. As far as I know, this proposal is unprecedented in the United Kingdom.
In essence, there will remain 4 professional librarians serving a 'research-led' university of 8,000 plus FTEs and with 8 library sites. These will be the university librarian, cataloguing librarian, acquisitions librarian and Law librarian.
Has anything like this happened anywhere that you know of? If so, what have been the effects?
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Total Circulation
Total Circulation
600,000 550,000 500,000 450,000 400,000 1991 1992 1993 1994 1995 1996 1997 1998 1999 2000 2001 2002 Note. M. Kyrillidou and M. Young. (2003).
ARL Statistics 2002-03. Washington, D.C.: ARL, p.8.
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Reference Transactions
Reference Transactions
170,000 160,000 150,000 140,000 130,000 120,000 110,000 100,000 90,000 1991 1992 1993 1994 1995 1996 1997 1998 1999 2000 2001 2002 Note. M. Kyrillidou and M. Young. (2003).
ARL Statistics 2002-03. Washington, D.C.: ARL, p.8.
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ARL Overall
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ARL Undergraduate
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ARL Graduate
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ARL Faculty
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Libraries Remain a Credible Resource in 21
st
Century
98% agree with statement
, “My … library contains information from credible and known sources.” Note. Digital Library Federation and Council on Library and Information Resources. (2002). Dimensions and Use of the Scholarly Information Environment.
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Changing Behaviors
Recent Survey:
Only 15.7% agreed with the statement “The Internet has not changed the way I use the library.” Note. Digital Library Federation and Council on Library and Information Resources. (2002). Dimensions and Use of the Scholarly Information Environment.
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The Internet Goes to College
Early data from ethnographic interviews – – – – – – – “I use Google because I heard it searches for more things” (than other sources).
“I believe I can find anything on the Internet. There hasn’t been anything I haven’t been able to find.” “Because I’m lazy.” Books have “so much information that no one can go through it all.” I use “the Internet first is because it is more convenient.” I go to the library “because that’s what teachers like.” “Google has gotten me through college.” Source: Steve Jones, The Internet Goes to College, ARL Talk
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Partnership among ARL Texas A&M hundreds of libraries thousands of users
old.libqual.org
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Texas A&M Research Team
• • • • Fred Heath, University of Texas Colleen Cook, Texas A&M Bruce Thompson, Texas A&M Yvonna Lincoln, Texas A&M
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Multiple Methods of Listening to Customers
• • • • • • • • • • • Transactional surveys* Mystery shopping New, declining, and lost-customer surveys Focus group interviews Customer advisory panels Service reviews Customer complaint, comment, and inquiry capture Total market surveys Employee field reporting Employee surveys * Service operating data capture
*A SERVQUAL-type instrument is most suitable for these methods
A. Parasuraman. The SERVQUAL Model: Its Evolution And Current Status. (2000). Paper presented at ARL Symposium on Measuring Service Quality, Washington, D.C
.
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Dimensions
2000 41 items
Affect of Service Library as Place Reliability
2001 56 items
Affect of Service Library as Place Reliability
2002 25 items
Service Affect
2003-2006 22 items
Service Affect Library as Place Personal Control Library as Place Information Control Provision of Physical Collections Access to Information Self-Reliance Access to Information Information Access
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13 Libraries English LibQUAL+™ Version 4000 Respondents
PURPOSE Emergent 2000 QUAL
Describe library environment; build theory of library service quality from user perspective
DATA LibQUAL+™ Project
Unstructured interviews at 8 ARL institutions
ANALYSIS
Content analysis: (cards & Atlas TI)
PRODUCT/RESULT QUAN
Test LibQUAL+™ instrument Web-delivered survey Reliability/validity analyses: Cronbachs Alpha, factor analysis, SEM, descriptive statistics Case studies 1 Valid LibQUAL+™ protocol Scalable process Enhanced understanding of user-centered views of service quality in the library environment 2
QUAL
Refine theory of service quality Unstructured interviews at Health Sciences and the Smithsonian libraries Content analysis
QUAL
Refine LibQUAL+™ instrument E-mail to survey administrators Content analysis
QUAN
Test LibQUAL+™ instrument Web-delivered survey Focus groups Reliability/validity analyses including Cronbachs Alpha, factor analysis, SEM, descriptive statistics Content analysis
QUAL
Refine theory
Iterative 2004
315 Libraries English, Dutch, Swedish, German LibQUAL+™ Versions 160,000 anticipated respondents Vignette Re-tooling
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Cultural perspective 3 Refined survey delivery process and theory of service quality 4 Refined LibQUAL+™ instrument 5 Local contextual understanding of LibQUAL+™ survey responses 6
Session 1 surveys only
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Survey Structure – Page 2
(Detail View)
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First Year participation as % of total
(as of 10/19)
First year participants as percentage of all participants
120.00% 100.00% 100.00% 80.95% 82.93% 80.00% 76.62% 71.08% 60.00% 57.09% 40.00% 20.00% 0.00% 2000 2001 2002 2003 2004 2005 48.35% 2006
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World LibQUAL+ ™ Survey
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Participating Libraries
LibQUAL+
™
Resources
• LibQUAL+ ™ Website: http://www.libqual.org
• Publications: http://www.libqual.org/publications • Events and Training: http://www.libqual.org/events • Gap Theory/Radargraph Introduction: http://www.libqual.org/Information/Tools/libqualpresentation.cfm • LibQUAL+™ Procedures Manual: http://www.libqual.org/Information/Manual/index.cfm
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In Summary
• • • • • LibQUAL+™ methodology focuses on success from the user’s point of view (outcomes) Demonstrates that a Web-based survey can handle large numbers; users are willing to fill it out; and survey can be executed quickly with minimal expense LibQUAL+™ requires limited local survey expertise and resources Analysis available at local and inter-institutional levels Many opportunities for using demographics to discern user behaviors
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Into the future …
• StatsQUAL+™ – LibQUAL+™ – DigiQUAL+™ – MINES for Libraries™ – ARL Statistics
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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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