Transcript The LibQual+ Survey @ CUL Assessment Working Group Jeff Carroll Joanna DiPasquale Joel Fine Andy Moore Nick Patterson Jennifer Rutner Chengzhi Wang January 14, 2008 Columbia University Libraries Assessment Forum.

The LibQual+ Survey @ CUL
Assessment Working Group
Jeff Carroll
Joanna DiPasquale
Joel Fine
Andy Moore
Nick Patterson
Jennifer Rutner
Chengzhi Wang
January 14, 2008
Columbia University Libraries Assessment Forum
What is LibQual+?
LibQual+ is an online survey developed by the
Association of Research Libraries (ARL) to
measure user perceptions of library service
quality.
What is LibQual+?
• 22 core survey items
– Library as Place
– Affect of Service
– Information Control
• Comment box
• 5 additional “local” items
What is LibQual+?
• Users rate each item three
times, on scales of 1-9:
Minimum level of acceptable service
Desired level of service
Actual/perceived level of services
provided
• Comments can be about
anything the user wants to tell
us.
Library as Place
This category addresses aspects of our
physical library spaces.
“Library space that inspires
study and learning.”
“Quiet space for individual
activities.”
Affect of Service
Questions in this category refer to the
“personal touch” staff add to the library.
“Giving users individual attention.”
“Employees who understand the
needs of their users.”
Information Control
These questions are about users access
to and use of physical and electronic
information at the library.
“A website enabling me to
locate information on my own.”
“The journals I require for my
work.”
Why LibQual+?
• Increasing need for accountability
• Information for planning/trend
analysis
• Peer institution comparisons
• Marketing/relationship building
• Improve library services!
• Valid, tested reliable instrument
The Staff Perspective
• LibQual+ is not about
criticism.
• LibQual+ is a great
opportunity to learn more
about library users and
maintain the Libraries’
relevance on campus.
The Details
When: Feb. 16 - 23, 2009
Who: ALL Morningside
campus faculty, enrolled
students, and CUL/IS staff
How: A link to the survey will
be emailed to eligible
participants
The Goodies
• First prize: 1 flat screen TV
• Runners-up: $25 gift cards for Amazon.com
**CUL/IS staff are not eligible for incentives.
LibQual+ Website
www.columbia.edu/library/survey
Provides links to:
– The LibQual+ Survey (UNI login
required)
– FAQ about LibQual+
– Results of 2003 and 2006 LibQual+
surveys
– Other feedback mechanisms for library
users who do not have a valid UNI,
such as “Suggestions”
2006 LibQual+ Results
LibQual+ scores tell us about our users priorities,
what they think we are good at, and areas
where we could improve.
LibQual+ Scores
Desired
Superiority Gap
Perceived
Adequacy Gap
Minimum
2006 Priorities:
Highest “Desired” Scores
Faculty
Priorities
Graduate
Priorities
Undergraduate
Priorities
Print and/or electronic
journal collections I
require for my work
Making electronic
resources accessible from
my home or office
A library Web site enabling
me to locate information
on my own
A library Web site
enabling me to locate
information on my own
Print and/or electronic
Making electronic
journal collections I require resources accessible from
for my work
my home or office
Making electronic
A library Web site enabling
resources accessible from me to locate information
my home or office
on my own
Modern equipment that
lets me easily access
needed information
2006 Top Performing Areas
Highest “Perceived” Scores
Faculty
Top Areas
Graduate
Top Areas
Undergraduate
Top Areas
Easy-to-use access tools
that allow me to find things
on my own
Print and/or electronic
journal collections I require
for my work
The electronic information
resources I need
Making information easily
accessible for independent
use
Making electronic
resources accessible from
my home or office
Print and/or electronic
journal collections I
require for my work
Modern equipment that lets
me easily access needed
information
Readiness to respond to
users' questions
Making electronic
resources accessible from
my home or office
Weaknesses 2006:
Furthest from Meeting Users’ Desired Expectations
Faculty
Weaknesses
Graduate
Weaknesses
Undergraduate
Weaknesses
Dependability in handling
users' service problems
Library space that inspires
study and learning
Quiet space for individual
activities
A library Web site enabling
Quiet space for individual
me to locate information
activities
on my own
Employees who instill
confidence in users
A library Web site enabling
me to locate information on
my own
Library space that inspires
study and learning
A library Web site enabling
me to locate information on
my own
Weaknesses 2006:
Does Not Meet Or Barely Meets Users’ Minimum Needs
Faculty
Weaknesses
Graduate
Weaknesses
Undergraduate
Weaknesses
Dependability in handling
users' service problems
Quiet space for individual
activities
Quiet space for individual
activities
A library Web site enabling
Library space that inspires
me to locate information
study and learning
on my own
Making information easily
accessible for independent
use
Print and/or electronic
journal collections I
require for my work
Library space that inspires
study and learning
Print and/or electronic
journal collections I require
for my work
The Big Picture Tool
• LibQual+ looks at the entire library system
• We will work with each library to understand
the results
How can staff help?
Staff can:
–
–
–
–
–
Fill out the survey!
Distribute marketing materials
Read the FAQ about LibQual+
Direct users to the LibQual+ website
Refer users to the
[email protected] email
– Encourage users to take the
survey!
Contact the AWG:
[email protected]
Learn more about LibQual+
• www.libqual.org
–
–
–
–
Learn how LibQual+ was developed and tested
Check out the FAQ
Find extensive bibliographies of LibQual+ articles
Watch a video introduction to LibQual+:
http://www.libqual.org/Information/Tools/libqualpresentation.cfm
Photos courtesy of Flickr Creative
Commons.
www.flickr.com/creativecommons