and the survey says
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TRANSCRIPT
And the Survey Says….!
Strengthening Service Through Surveying .
Marianne E. Giltrud, MSLSAugust 16, 2010
LIBQUAL SURVEY
PURPOSE To determine if librarians meet users expectations Examines Three Facets
Affect of Service Access to Information Library as a Place
Sample Survey Questions
Affect of Service Friendly, courteous, staff who offer good service on a
regular basis Instill confidence in users Dependability in answering user’s questions
Access of Information Can access information from home easily Website easy to navigate
Sample Survey Questions
Library as a Place Hours, locations, able to use when needed Comfortable location, well lit. Group study, quiet study Gateway to resources, knowledge, teaching and
learning.
LIB QUAL+ LIB QUAL+ LIB QUAL LiteLIB QUAL Lite
Comprehensive Study with Questions on 22 Core items.
Approximately 15 minutes to complete.
Everyone answers all questions.
Randomized Control Trial with Shorter with Fewer questions Three core questions Remaining Questions
random generator. Date collected on all
questions.
LIBQUAL+ & LIBQUAL LITE
Marketing Tools
Identified the category of users who used the library regularly and marketed services to them.
How to reach the Non User –Peter Drucker.Library Facility was hot topic, more
questions.
Frugalista Surveying
Many survey tools available free or little cost. Survey Monkey, Zoomerang, and Google Forms.
Google forms used from your Gmail account. Collects the data in a spreadsheet. Charts, graphs and radar chart.
Google Forms--Simple and Easy
Data Collection
Data, Data, Data
What does it mean?What are the gaps?How do we re- conceptualize service to meet
that need?Why should we care?
FOR FURTHER READING
Kyrillidou, Martha, And Colleen Cook. 2008. "The Evolution of Measurement and Evaluation of Libraries: A Perspective from the Association of Research Libraries." 888-909. 2008. Academic Search Premier, EBSCOhost (accessed August 16, 2010).
Kyrillidou, Martha. (2009) Item sampling in service quality assessment surveys to improve response rates and reduce respondent burden: the “libqual+® lite” randomized control trial (rct) .
Retrieved August 15, 2010 , from https://www.ideals.illinois.edu/bitstream/handle/2142/14570/Kyrillidou_Martha.pdf?sequence=3.
Orcutt, D. . (2010). Library data: empowering practice and persuasion. Santa Barbara, CA: Libraries Unlimited.
Thompson, B., Cook, C., & Kyrillidou, M. (2005). Concurrent Validity of LibQUAL+ Scores: What Do LibQUAL+ Scores Measure?. The Journal of Academic Librarianship, 31(6), 517-22. Retrieved from Academic Search Premier.
Thompson, B., Kyrillidou, M., & Cook, C. (2008). LIBRARY USERS' SERVICE DESIRES: A LIBQUAL+ STUDY. Library Quarterly, 78(1), 1-18. Retrieved from Academic Search Premier database.