Transcript LibQUAL+ and the Library Summit Concept

LibQUAL+ and the
Library Summit Concept
London
February 3, 2006
Fred Heath
Vice Provost and Director, University of Texas Libraries
[email protected]
You Have your Libqual+
Data: Now What?
The Library Summit
Why Assess?
1. Because our bosses demand it: Libraries
are expensive.
2. Because our accrediting agencies require
it.
3. Because our customers deserve to be
listened to.
4. Because we want to repair our deficits
and adapt to evolving behaviors.
Libraries Remain a Credible
Resource in 21st 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.
It ain’t your grandmother’s
library…any more
• Speed of change no longer incremental
• Rate of change is transformational
Changing Behaviors
• Anecdotal indicators
• Operational evidence
• Research information
“…everyone in class tried to get those
articles on line and some people didn’t
even bother to to to the stacks when they
couldn’t Google them.”
Graduate Student
NYT Online 6/21/04
(Katie Hafner, “Old search engine in the
the library tries to fit into a Google world”)
Reference Decrease
Reference Transactions
170,000
160,000
150,000
140,000
130,000
120,000
110,000
100,000
19
91
19
92
19
93
19
94
19
95
19
96
19
97
19
98
19
99
20
00
20
01
20
02
90,000
Note. M. Kyrillidou and M. Young. (2002).
ARL Statistics 2000-01. Washington, D.C.: ARL, p.7.
Searches for Online Journals
UT Austin Libraries 2002-2004 Monthly
60,000
50,000
40,000
30,000
20,000
10,000
20
04
20
03
20
02
0
Total File Requests - UT Austin Libraries
2000-2003
900,000,000
800,000,000
700,000,000
600,000,000
500,000,000
400,000,000
300,000,000
200,000,000
100,000,000
0
Total Hits
2000
2001
2002
2003
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.
Faculty: Dependence on Electronic
Resources
Will Increase
“I will become increasingly dependent on electronic research resources in the future.”
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Not Well
Somewhat
Very Well
2000
2003
http://www.arl.org/arl/proceedings/144/guthrie_files/guthrie.ppt
Research Behavior:
Personal Control
When searching for print journals for
research:
• Only 13.9% ask a librarian for assistance
• Only 3.2% consider consulting a librarian a preferred
way of identifying information
Note. Digital Library Federation and Council on Library and Information
Resources. (2002). Dimensions and Use of the Scholarly Information Environment.
LibQUAL+: Reasons for
being
• To answer necessity for assessment
• To detect rapid shifts in information-seeking
behavior
• To facilitate reallocation of resources from
traditional services and functions
Peer Assessment
• University of Texas Libraries compares
favorably to peers
• University of Washington
• University of Wisconsin – Madison
• UCLA
• Ohio State University
• University of Minnesota – Twin Cities
OVERALL
A getaway
for study,
A quiet space
for individual
Dependability
in handling
Employees
who
Knowledgable
employees
Employees
who are
Employees
who instill
Information
easily
Modern
equipment
Print library
materials
Remote
access to
Adequacy Gap
The difference between the minimum and perceived score.
Adequacy Gap
The difference between the minimum and perceived score
1.40
1.20
1.00
0.80
LibQUAL+™
0.60
UT Austin
0.40
ARL
Peers
0.20
0.00
-0.20
-0.40
Information Control scores. UT had…higher perceived
scores than did the peer group.
UT had a larger adequacy gap and a significantly smaller
superiority gap than did the peer groups.
Constituent Groups
• What are the differences we can
recognize by constituent group?
–
–
–
–
Undergraduate
Graduate Students
Faculty
Library Staff
Constituent Groups
• What are the differences we can
recognize by constituent group?
–
–
–
–
Undergraduate
Graduate Students
Faculty
Library Staff
Consider Discipline Differences
• Are there statistically different behaviors
by discipline to which we need to
respond?
Humanities (N = 103)
Humanities had significantly lower perceived scores for Library as Place
(Humanities = 6.15; other UT = 6.565).
The adequacy gap for Affect of Service was marginally higher
(Humanities = 1.089; other UT = 0.778).
Engineering & Computer Science (N = 112)
Respondents from Engineering and Computer Science had significantly lower minimum
(E & CS = 5.771;
other UT = 6.230) standards for Affect of Service and Information Control (E & CS = 6.462;
other UT = 6.742). The perceived rating for Information Control was also significantly lower (E & CS = 7.979;
other UT = 8.188).
The adequacy gap was significantly larger for Affect of Service (E & CS = 1.197; other UT = 0.757)
and overall (E & CS = 0.939; other UT = 0.607).
What next?
… the Library Summit
Clemson
University
Libraries
Clemson
University
Libraries
Clemson University
Clemson University
The Clemson Summit Concept
Concept initiated by President
Summits are organized around a university
function
Bring university constituents together to
focus on one area
Take the leap!
Why hold a Library Summit?
Discuss current state of library service quality
Generate fresh ideas for change and improvement from the
University community
Gather qualitative data for strategic planning process from
external constituents
Allowed me as a new Vice Provost to strategically engage the
entire academic community
Summit Overview
Modeled after Clemson University Libraries
Summit
Invited representatives from campus community
President Faulkner opened the Summit
Major opinion makers, critics
Participant information packet
Summit Overview, cont’d
Facilitated roundtable discussions focused on service quality
dimensions
How to improve where service quality is currently below users’
expectations or deteriorating over time
Focus on “how to” not “can’t do”
Summit Agenda
9:00 – 10:00 AM
Introductory Remarks (Dr. Faulkner)
Purpose of Summit (Dr. Heath)
Brief Introduction to LibQUAL+
Expected Outcomes
10:00 – 11:00 AM
11:00 – noon
Roundtable #1
Roundtable #2
noon – 1:00 PM
Lunch
Summit Checklist
Statistical analysis
Focus group facilitators
Participants
Invitations and information packet
Event coordination
Survey comments
Adequacy Gaps
Community feedback
Roundtable Discussions
Discussions organized around LibQUAL+ dimensions
Choose different topic for each session
Innovative and constructive solutions from your perspective
Negative gaps & “danger zones”
Focus on “how to” not “can’t do”
Facilitator & library staff roles
After the Summit
Analyze and sort focus group data
Items assigned to appropriate AD for implementation
Timelines set and posted to web site
Communicate changes to University community on ongoing
basis
Service Quality
Assessment and
Improvement Site
http://www.lib.utexas.edu/vprovost/assessment/index.html
LibQUAL+ results and analyses
Library Summit info and focus group data
Improvement projects and timetables
Service Quality
Assessment and
Improvement Site
http://www.lib.utexas.edu/vprovost/assessment/index.html
LibQUAL+ results and analyses
Library Summit info and focus group data
Improvement projects and timetables
Major Themes: Library as Place
Coffee bar in both PCL and UGL
The library to more actively enforce cell phone and noise policies
Fewer and more clearly defined service points in PCL and UGL
More couches and comfortable chairs in all library facilities
Ubiquitous wireless access in all library facilities; more power
Longer business hours in a number of library facilities
Better photocopiers with additional functionality
Both quiet spaces and areas where you can talk and work in groups
Major Themes: Affect of
Service
Library staff to be friendly, courteous and approachable
The library to better market services to the University community
Better access to subject specialists
Library staff to be more proactive, to “roam” the library looking for
opportunities to help users and to more actively promote services to
faculty and departments
Major Themes: Personal
Control
More services and notifications accessible online through the library web
site, UT Direct and email
The library web site and UTNetCAT to function more like Google and
Amazon.com with additional personalization, seamless linking and alert
services
Well-designed, easy-to-use searching and help interfaces on the library
web site and UTNetCAT
More accessible instruction in how to use library resources both online and
in-person
Books and other materials to be delivered to campus addresses
SFX & MetaLib
What we learned
Providing “negative” information from LIBQUAL+ results was
very positive (Psychology: “disconfirming expectancy”
An organization that makes its weaknesses public and asks for
advice gains positive regard
Participants tend to take ownership of their ideas
Input from Summit participants provides richer and more detailed
data for management decision making
Next step… Staff
Library Summit
Alternate years between community and staff library summits
Focus on middle managers and supervisors
Reinforce “holistic” idea of customer service and the need for
constant improvement
Gain valuable feedback from staff about improving services
Trends: Access to Information by Status
Faculty
Graduate
Undergrad
Total
AI
9.0
AI
9.0
AI
9.0
AI
9.0
8.5
8.5
8.5
8.5
8.0
8.0
8.0
8.0
7.5
7.5
7.5
7.5
7.0
7.0
7.0
7.0
6.5
6.5
6.5
6.5
6.0
6.0
6.0
6.0
5.5
5.5
5.5
5.5
5.0
5.0
5.0
5.0
2001 2002 2003
Year
Des
Min
Per
2001 2002 2003
Year
Des
Min
Per
2001 2002 2003
Year
Des
Min
Per
2001 2002 2003
Year
Des
Min
Per
Alignment of values
• Can we be sure that our priorities, values
correctly align with those of our
constituents?
• If a case for misalignment can be made,
what can we do to align ourselves more
effectively?
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