Transcript Lite ~ 2010 Survey Results

Lite
2010 Survey Results
Frank Haulgren
Collection Services Manager &
Assessment Coordinator
Western Libraries
What is LibQUAL+?
LibQUAL+'s centerpiece is a rigorously tested
Web-based survey marketed by ARL that helps
libraries assess and improve library services,
change organizational culture, and market the
library.
 Fosters a culture of excellence in providing library
service
 Helps libraries better understand user perceptions
of library service quality
 Provides libraries with comparable assessment
information from peer institutions
LibQUAL Days Participation @ WWU
2006
2010
1,128
3,205
Surveys completed
429 ~ 38.032%
2,079 ~ 64.86%
Median time to
complete survey
8:52 min.
4:58 min.
Average time to
complete survey
12:04 min.
8:30 min.
Surveys viewed
LibQUAL+ Lite
=
Increased Participation & Reduced Time To Completion
Dimensions of LibQUAL+
Service Adequacy Gap
Service
Gaps
The difference between the
perceived and minimum scores; an
indicator of the extent to which the
minimum expectations of the users
are being met.
Service Superiority Gap
The difference between the
desired and perceived
scores; an indicator of the
extent to which the desired
expectations of the users are
being exceeded.
Mean Scores
by Dimension & Group
Dimension Summary
Affect of Service
Information Control
Library as Place
9.00
8.50
8.00
Mean
7.50
7.00
Faculty
Grad
Grad
6.50
Faculty
y
Undergrad
Faculty
All
All
Undergrad
6.00
Undergrad
All
Grad
5.50
5.00
Mean Scores
By Dimension & Group 2006
Mean Scores
By Dimension & Group 2006
= 2010 Desired Level
Service Adequacy / Superiority Gaps
Service Adequacy and Superiority Gaps indicate the distance between perceived
levels and desired levels of service.
Perceived – Minimum = Adequacy Gap ~ Perceived – Desired = Superiority Gap
Core Questions Summary For Undergraduates
Undergraduates
The question with the
lowest service adequacy
gap was:
IC-2 “A library web site
enabling me to locate
information on my own.”
> 2010 – 0.50
> 2006 – 0.30
(Bigger is Better!)
Core Questions Summary For Graduates
Graduates
Three questions had negative
service adequacy gaps:
IC-2 “A library web site enabling
me to locate information on
my own.” -0.28
LP-2 “Quiet space for individual
study.” -0.03
LP-4 “A gateway for study,
learning or research.” -0.19
Two questions had positive
superiority gaps:
AS-2 “Giving users individual
attention.” 0.18
LP-5 “Community space for
group learning & study.” 0.77
Core Questions Summary For Faculty
Faculty
All questions related to
Information Control
except for IC-6 had
negative service
adequacy gaps.
IC-6 “Easy-to-use access tools
that allow me to find things on
my own.” 0.00
Two questions had positive
service superiority gaps:
LP-2 “Quiet space for individual
activities.” 0.45
LP-5 “Community space for
group learning & study.” 0.38
Radar Charts Reflect Unique Needs & Perceptions of Each User Group
Undergraduates
Graduates
Faculty
Measuring Up To Other Libraries
Summary of all 2010
WWU user groups
Summary of All Colleges &
Universities Administering
LibQUAL+ in 2009
Overall Adequacy Gap = 0.78
Overall Adequacy Gap = 0.50
Focusing on Faculty Satisfaction:
Comparing WWU Faculty Expectations to Others
Summary of 2010
WWU Faculty Responses
Overall Adequacy Gap = 0.35
Info Control Adequacy Gap = -0.38
Summary of All 2009 LibQUAL+
College & University
Faculty Responses
Overall Adequacy Gap = 0.36
Info Control Adequacy Gap = -0.07
WWU 2010 Local Questions Adequacy Gap
0.71
0.74
0.84
1.24
0.69
0.37
0.37
2006
2006
How do Users Find Research Materials?
On a daily
basis …
Use
resources
on library
premises
2006
2010
12.23%
23.31%
Has resource use on premises
really gone up since 2006? What
do users think of as library
“resources”?
Accessing
the library
web page
23.14%
15.40%
Consistent with what LibQUAL
shows about our web page
Using Google Yahoo
other nonlibrary
gateways
73.94%
75.72%
Consistent with ongoing research
Looking for Action Items
Future Applications of
LibQUAL+ Results
Accreditation review
 Ideas for other library assessment projects
 Information for various groups /
committees which deal with library
services, collections, etc.
 LibQUAL+ Summit – Winter Qtr. 2011

Lite
2010
Frank Haulgren
Collection Services Manager &
Assessment Coordinator
Western Libraries
Thanks .