Transcript LibQUAL+® Survey Results Presented by: Selena Killick ARL/SCONUL LibQUAL+ Administrator Cranfield University Introduction to LibQUAL+ University of Westminster, London February 5, 2010 www.libqual.org.

LibQUAL+® Survey Results
Presented by:
Selena Killick
ARL/SCONUL LibQUAL+ Administrator
Cranfield University
Introduction to LibQUAL+
University of Westminster, London
February 5, 2010
www.libqual.org
Results Notebooks
• Sections for Overall, Undergraduates, Graduates,
Faculty, Staff, Library Staff include:
– Demographic Summary
– Core Questions Summary
– Dimensions Summary
– Local Questions
– General Satisfaction Questions
– Information Literacy Outcomes Questions
– Library Use Summary
• Appendix describing changes in the dimensions and
the questions included in each dimension.
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Results
• Data Repository:
Individual Notebooks
Group Notebook
(PDF)
Unified Group
Notebook (PDF)
• User Comments
• Excel / SPSS data files
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Core Items and Dimensions
22 core items (i.e., questions)
Three dimensions:
• Affect of Service – 9 questions
• Information Control – 8 questions
• Library as Place – 5 questions
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DO YOU UNDERSTAND
YOUR RESULTS?
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Remember to check the Procedures Manual
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Understanding Your Individual Results
• Look at the top 5 most desired services
• Compare your results with peer or SCONUL institutions
• Compare your results over time
• Compare your faculty’s minimum with the aggregate
minimum acceptable levels
– Same for perceived and desired
• Look at user groups individually
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Understanding Your Individual Results
• Look at user groups by discipline
• Look at results to determine if users are not aware of
what the library already does
• Explore one question by discipline and user group
• Probe the questions that had meaningful gaps between
perceived results and minimum expectations
• Focus on questions with negative gaps (i.e., the red)
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Interpreting Your LibQUAL+® Data
• Determining representativeness
• LibQUAL+® Scores have 3 interpretation frameworks:
– Zone of tolerance
– Peer comparisons
– Longitudinal analysis
• Quantitative Analysis: Excel Data
• Qualitative Analysis: Comments
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Determining Representativeness
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Understanding Your Individual Results:
Radar Charts
Key Term:
Zone of Tolerance
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Key to Radar Charts
Key Term:
Zone of Tolerance
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Radar Chart Basics
Desired
Minimum
Perceived is greater
than desired
Perceived
Perceived is greater
than minimum, less
than desired
Perceived is less
than minimum
Perceived
Perceived
Minimum
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Desired
What Do the Colors Mean?
Key Term:
Zone of Tolerance
Green
And
Blue
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What Do the Colors Mean?
Red
Key Term:
Zone of Tolerance
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What Do the Colors Mean?
Little Yellow
Key Term:
Zone of Tolerance
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What Do the Colors Mean?
A lot of Yellow
Key Term:
Zone of Tolerance
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Understanding Your Individual Results:
Thermometer Charts
Key Term:
Zone of Tolerance
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Dimension Summary
Key Term:
Zone of Tolerance
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Making the Most of the Data
• Further data analysis is necessary to
maximise the potential of your results
• Initial results will provide an overview of
your service
• Detailed analysis allows further issues to
be highlighted
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Three interpretation frameworks
• Zone of tolerance
– Perceptions vs. expectations
– meeting users minimum expectations
– Approaching users’ desired expectations
• My scores over time (longitudinal)
– Am I doing better or worse compared to last
time I measured my performance
• Peer comparisons
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Other Analytical Tools
• LibQUAL+® Analytics
– Institutional Explorer (peer comparison)
– Longitudinal Analysis
http://www.libqual.org/Interactive/index.cfm
• Norms
• SPSS
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Quantitative Analysis: Excel Data
• Excel/SPSS data files available on the LibQUAL+® Web
site
• Use customized radar chart template to create custom
analyses
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Qualitative Analysis: User Comments
• About one-half of users include comments on their
surveys
• User Comments available on the LibQUAL+® Web
site
– Download comments in Excel or text file
• Skim the comments
• Conduct ATLAS.ti analysis
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Library Use Summary
www.libqual.org
2009 LibQUAL+® Highlights:
Session I & II
Available for
download on the
Publications page at
http://www.libqual.org/Pu
blications/index.cfm
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LibQUAL+ Analysis Service
• The possibilities for additional analysis are
endless, your time may not be
• LibQUAL+ analysis service provides
customised reports produced to your
requirements
• Discounted pricing due to unique
relationship with the ARL
• Contact Selena for details,
[email protected]
www.libqual.org
Summary and Closure
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LibQUAL+® Resources
•
•
•
•
•
New LibQUAL+® Web site
New LibQUAL+® Lite
Publications
Events and Training
LibQUAL+® Procedures
Manual
www.libqual.org
UK Email discussion group:
http://www.jiscmail.ac.uk/
(search for LibQUAL)
www.libqual.org
The LibQUAL+® Team
UK contacts:
The best way to contact us:
[email protected]
USA contacts:
The best way to contact us:
[email protected]
•
•
Selena Killick
ARL/SCONUL LibQUAL+ Consortium
Administrator
[email protected]
Tel: 01793 785561
•
David Green
Library Relations Coordinator
[email protected]
•
Yolanda Glass
Administrative Assistant
[email protected]
•
Martha Kyrillidou
Senior Director, Statistics and Service
Quality Programs
[email protected]
•
Gary Roebuck
Technical Operations Manager
[email protected]
Stephen Town
Director, University Library & Archives,
University of York & LibQUAL+ steering
committee member
[email protected]
www.libqual.org