the votes are in! what next? introduction to libqual+ workshop university of westminster, london...
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The votes are in! What next?The votes are in! What next?
Introduction to LibQUAL+ Workshop
University of Westminster, London
21st January 2008
Selena KillickAssociation of Research Libraries
old.libqual.org
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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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ResultsResults
• Results Notebooks (PDF)http://old.libqual.org/Manage/Results/index.cfm
– Group Notebook (PDF)
– Unified Notebook (PDF)
– User Comments
– Excel Data File
SPSS data files (if requested at registration) will be e-mailed to the primary contact two to three months after the session has closed.
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Reading the Charts
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Key to Radar Charts
Key Term: Zone of Tolerance
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Perceived is greater than desired
Perceived is greater than minimum, less
than desired
Perceived is less than minimum
Minimum
Minimum
Desired
Desired
Perceived
Perceived
Perceived
Radar Chart Basics
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What Do the Colors Mean?
GreenAnd
Blue
Key Term: Zone of Tolerance
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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 out of your data
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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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Find Benchmarking Partners
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Accessing other institutions’ results
• You can access all 2008 participants PDF reports from the Results section of Web site
• All SCONUL participants agree to share their results with each other across all years, contact Selena for access
• Contact each other and work together to share your electronic data files (SPSS or Excel) to allow further detailed benchmarking
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Data in Action
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Further analysis conducted at Cranfield
• Campus library results– Results notebook recreated for each campus library
• Results by discipline • Comparisons between PhD and Masters students• Exploring specific issues• Detailed analysis of comments (time consuming++)• Longitudinal analysis• Internal benchmarking • External benchmarking
– SCONUL & ARL average– Peer-to-peer
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Campus Library Results
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Overall CU Results 2007
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Two Campus Results from CU, 2007
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DCMT Results 2007
ID Question TextSuperiority
MeanDesired
Rank
IC-1 Making electronic resources accessible from my home or office -0.79 3
IC-4 The electronic information resources I need -0.73 1
IC-2 A library Web site enabling me to locate information on my own -0.72 5
IC-8 Print and/or electronic journal collections I require for my work -0.62 2
IC-6 Easy-to-use access tools that allow me to find things on my own-0.58 5
IC-3 The printed library materials I need for my work -0.56 6
LP-1 Library space that inspires study and learning -0.56 16
LP-2 Quiet space for individual work -0.54 18
IC-5 Modern equipment that lets me easily access needed information -0.50 7
LP-4 A haven for study, learning, or research -0.39 15
IC-7 Making information easily accessible for independent use -0.32 4
AS-5 Library staff who have the knowledge to answer user questions -0.09 10
AS-9 Dependability in handling users' service problems -0.06 11
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DCMT Results 2007
ID Question TextSuperiority
MeanDesired
Rank
LP-3 A comfortable and inviting location 0.00 14
AS-1 Library staff who instill confidence in users 0.04 12
LP-5 Space for group learning and group study 0.07 19
AS-7 Library staff who understand the needs of their users 0.09 11
AS-4 Readiness to respond to users' enquiries 0.18 1
AS-8 Willingness to help users 0.22 9
AS-6 Library staff who deal with users in a caring fashion 0.38 13
AS-3 Library staff who are consistently courteous 0.40 8
AS-2 Giving users individual attention 0.41 17
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Results by Discipline
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Computer ScienceBusiness &
Management
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Exploring Issues
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Making electronic resources accessible from my home or office
0
1
2
3
4
5
6
7
8
9
Overall 2005 Overall 2006 Undergraduates2005
Undergraduates2006
Postgraduate 2005 Postgraduate2006
Academic Staff2005
Academic Staff2006
Library Staff 2005 Library Staff 2006 Staff 2005 Staff 2006
Making electronic resources accessible from my home or office
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Comment Analysis
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Comments 2006
• 205 Comments received overall• Results grouped by topic• Topics standardised year-on-year• Catalogued by:
– Dimension– Discipline– User group (Undergrad / Postgrad etc.)– Sex– Age
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Comment Analysis
Overall commentary analysis
0
10
20
30
40
50
60
Affect of Service Information Control Library as Place General
Positive
Negative
General
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Highlighting Issues
The only element that needs some work is the ability to interrogate library resources from remote desktops.
PostgraduateComputing & Information TechnologyDCMT Library31 - 45MaleFull-time
The new web page of the library (electronic access to various journals) is not as good or as easy to use as before.
Academic StaffElectrical EngineeringDCMT Library31 - 45MaleDoes not apply / NA
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Longitudinal Analysis
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Year-on-Year Change
Overall
-0.80
-0.70
-0.60
-0.50
-0.40
-0.30
-0.20
-0.10
0.00
0.10
0.20
0.30
Su
per
iort
y M
ean
Superiority Mean 2006 -0.03 -0.70 -0.35 -0.35
Superiority Mean 2007 0.17 -0.60 -0.29 -0.21
Difference (06 - 07) 0.20 0.10 0.06 0.14
Affect of Service Information Control Library as Place Overall
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Changes over the years
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Internal Benchmarking
Dimension Summary
-1.4
-1.2
-1
-0.8
-0.6
-0.4
-0.2
0
0.2
0.4
KNL Superiority Mean 0.1 -0.89 -0.74 -0.46
DCMT Superiority Mean 0.17 -0.6 -0.29 -0.21
MIRC Superiority Mean 0.03 -0.53 -0.57 -0.32
Silsoe Superiority Mean -0.06 -1.29 -0.68 -0.66
Affect of Service Information Control Library as Place Overall
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External Benchmarking
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External Benchmarking
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Peer-to-Peer Benchmarking
Dimension Summary
4.00
4.50
5.00
5.50
6.00
6.50
7.00
7.50
8.00
8.50
Affect ofService
Affect ofService
InformationControl
InformationControl
Library asPlace
Library asPlace
Overall Overall
DCMT Library 2 DCMT Library 2 DCMT Library 2 DCMT Library 2
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Utilising the data - results
• Reports– To senior management– To Library User committees– Quality department– Academic departments– Supporting departments (Computing)– For annual report– Newsletters– Inspectorate
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Utilising the data - results
• Presentations– Library staff– Senior management
• Web pages
• Displayed on notice boards
• Focus groups created to tackle specific issues raised by survey findings
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Utilising the data - free text comments
• Communicated to Library staff
• Notice boards
• Web pages
• Reports to management and committees
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Tools to Help You
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Analytics Tool
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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]
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LibQUAL+ Resources
• LibQUAL+ Website:http://old.libqual.org
• Publications: http://old.libqual.org/publications
• Events and Training: http://old.libqual.org/events
• Gap Theory/Radar Graph Introduction:http://old.libqual.org/Information/Tools/libqualpresentation.cfm
• LibQUAL+ Bibliography: http://www.coe.tamu.edu/~bthompson/servqbib
• LibQUAL+ Procedures Manual: http://old.libqual.org/Information/Manual/index.cfm
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Acknowledgements
• Fred Heath, Bruce Thompson, Colleen Cook, Martha Kyrillidou and the rest of the LibQUAL+ team
• Stephen Town and rest of the SCONUL Working Group on Performance Improvement
• All SCONUL LibQUAL+ Participants
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Selena KillickResearch & Development Officer
Cranfield University
Tel: +44 (0)1793 785561