Transcript LibQUAL

LibQUAL 2006 at London South Bank
Peter Godwin
London South Bank University
18 July 2006
LibQUAL 2006…
• London South Bank & LibQUAL
• LSBU experience
London South Bank and LibQUAL
London South Bank University
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2003 = 276
2004 = 568
2005 = 766
2006 = 660
London South Bank University
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Central London new University
20,775 students
Founded in 1892 as Borough Polytechnic,
Joined 4 other colleges to become South Bank
Polytechnic in 1970
• Became South Bank University in 1992 and
London South Bank University in 2003
London South Bank University
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41% male, 59% female
63% are 25 and over
48% are part-time
71% undergraduate, 24% postgraduate
By country of origin 40% are from overseas
40% are white and 60% ethnic minorities
London South Bank University
• 19% Arts and Human Sciences
• 31% Health and Social Care
• 20% Engineering, Science and Built
Environment
• 23% Business, Computing and Information
Management
LSBU 2006 experience
• E-mail option has improved this year and most
of the response was through this
• Participation increased each year, until this
year : survey fatigue?
• Promotion of the survey around the buildings
was good
• Fewer filled in printed version this year
LSBU experience
• 2003 was a pilot and detailed results had to be
treated with caution
• 2004 was valid and showed some improvements
in satisfaction
• 2005 showed marked improvement, with all
positive undergraduate adequacy mean scores
• 2006 response rate was disappointing, but
results have validity and were surprising
LSBU 2003 experience
After 2003 survey we :
• redecorated the main library
• installed smart new book shelves
• put in a new Library Management System
LSBU 2004 experience
After the 2004 survey we
• redesigned our Web site
• made off-campus access easier
• used “floorwalkers” at crucial times of the year
• improved our guiding and maps
• prioritised shelf tidying using special team of shelvers
with mandatory shelf tidying each week for all staff
• prioritised purchase of core above optional items on
reading lists
LSBU 2005 experience
After the 2005 survey we :
• Revised our Web site to make it easier to navigate
• Improved the marketing to PG students inc. special
guide and fliers
• Building on 2004 experience with floor-walking we
made staff available on top floor at start of Semester 1
to help students navigate the building
• Piloted a new help desk on journal floor on level 1 West
11-3 throughout the year
2006 LSBU situation
• Book fund was cut by
£200,000 this year to
£224,000 and spending
stopped in the early new
year
• LIS set to merge with
Learning Resources
Centre and Learning
Development Centre in
spring
LSBU LibQUAL 2006 results
• User group composition of respondents, age and
sex profile, FT/PT profile unchanged. Discipline
composition similar except for substantial spike
in health : up from 29% to 41%
LSBU LibQUAL 2006 results
• Overall satisfaction is slightly up with printed materials
(IC3) and slightly down with journal provision (IC8)
• Overall satisfaction with Library as Place has
substantially deteriorated
• In local questions “availability of main texts… for my
work” gets adequacy mean of -0.54, down from -0.39 in
2005 and availability of subject help still at -0.08, a
slight improvement on -013 in 2005
LSBU LibQUAL 2006 results
• UG results show remarkably similar satisfaction with
materials print and electronic for their work. Results
from local questions on required texts do show some
decline in satisfaction , and this is almost entirely at UG
level
• With cuts in book fund this year poorer results were
expected. However in comments vast majority of
materials criticism comes from Health students
• Effects of extra journal help not clear from the data
LSBU LibQUAL 2006 results
• Library as Place is main consideration. From
survey questions and comments it appears that
noise is the main concern, coupled with
inadequate physical space
LSBU LibQUAL 2006 results
• Academic staff response similar to previous
years and cannot be held to be representative.
Most significant is less than adequate scores for
IC and LP
What could be done?
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Increase book fund, especially for Health
Clearer zoning of where mobiles can be used
Pilot new ways of giving help e.g. blogs for specific
courses or subject groups ; more online help
Restrict help on other floors to busiest times
Engage academic staff by having individual interviews
in their offices
Hold focus groups with students about study areas
LSBU experience
• The instrument is comprehensive but is long and offputting to fill in
• Provides excellent information on user satisfaction AND
can be supplemented by our own snap surveys e.g.this
year on use of Key Text and Reference collections
• Comments in the box are very valuable and supplement
the statistical information
• Focus Groups can follow up areas of concern
Comments
“The main complaint I have
about the library is the
lack of space that is
provided for studying
alone or in groups…”
(UG Health & Social Care male
student 31-45)
“I WOULD LIKE TO SAY
THANK YOU TO ALL THE
STAFF FOR THEIR
OUTSTANDING
CONTRIBUTION!!
I SALUTE YOU ALL!!!!!
(UG Combined studies Year 3
female student 31-45)
Comments
• “It looks dirty and
unclean, and doesn't
inspire me to go”
“I would like the library to
become a quiet haven to
do quiet reading and
research…”
(PG Business
Male student
31-45)
(PG Applied Science FT female
student 18-22)
What have I learned?
“Only customers judge quality ; all other
judgements are essentially irrelevant”
(Zeithaml,V.A. Parasuman, A., Berry.L.L. “Delivering
quality”)