libqual+ ® survey results presented by: selena killick arl/sconul libqual+ administrator cranfield...

LibQUAL+LibQUAL+®® Survey Results Survey Results

www.libqual.org

Presented by: Selena Killick

ARL/SCONUL LibQUAL+ AdministratorCranfield University

Introduction to LibQUAL+University of Westminster, London

February 5, 2010

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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

• Data Repository:Individual Notebooks Group Notebook (PDF)Unified Group Notebook (PDF)

• User Comments• Excel / SPSS data files

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Core Items and DimensionsCore 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 DO YOU UNDERSTAND YOUR RESULTS?YOUR RESULTS?

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Remember to check the Procedures Manual

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Understanding Your Individual ResultsUnderstanding 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 ResultsUnderstanding 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 Interpreting Your LibQUAL+LibQUAL+®® Data 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 RepresentativenessDetermining Representativeness

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Understanding Your Individual Results: Understanding Your Individual Results: Radar ChartsRadar ChartsKey Term: Zone of Tolerance

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Key to Radar ChartsKey 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 BasicsRadar Chart Basics

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What Do the Colors Mean?What Do the Colors Mean?

GreenAnd

Blue

Key Term: Zone of Tolerance

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What Do the Colors Mean?What Do the Colors Mean?

Red

Key Term: Zone of Tolerance

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What Do the Colors Mean?What Do the Colors Mean?

Little Yellow

Key Term: Zone of Tolerance

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What Do the Colors Mean?What Do the Colors Mean?

A lot of Yellow

Key Term: Zone of Tolerance

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Understanding Your Individual Results: Understanding Your Individual Results: Thermometer ChartsThermometer Charts

Key Term: Zone of Tolerance

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Dimension SummaryDimension 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 ToolsOther Analytical Tools

• LibQUAL+® Analytics– Institutional Explorer (peer comparison)– Longitudinal Analysishttp://www.libqual.org/Interactive/index.cfm

• Norms

• SPSS

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Quantitative Analysis: Excel DataQuantitative 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 CommentsQualitative 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 SummaryLibrary Use Summary

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2009 2009 LibQUAL+LibQUAL+®® Highlights: Highlights: Session I & IISession I & II

Available for download on the Publications page at http://www.libqual.org/Publications/index.cfm

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LibQUAL+ Analysis ServiceLibQUAL+ 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, s.a.killick@cranfield.ac.uk

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Summary and ClosureSummary and Closure

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LibQUAL+LibQUAL+®® Resources Resources

• New LibQUAL+® Web site• New LibQUAL+® Lite• Publications• Events and Training• LibQUAL+® Procedures

Manualwww.libqual.org

UK Email discussion group:http://www.jiscmail.ac.uk/(search for LibQUAL)

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The The LibQUAL+LibQUAL+®® Team TeamUK contacts:The best way to contact us:

s.a.killick@cranfield.ac.uk

• Selena KillickARL/SCONUL LibQUAL+ Consortium Administrator s.a.killick@cranfield.ac.ukTel: 01793 785561

• Stephen TownDirector, University Library & Archives, University of York & LibQUAL+ steering committee memberjst504@york.ac.uk

USA contacts:The best way to contact us: libqual@arl.org

• David GreenLibrary Relations Coordinator david@arl.org

• Yolanda GlassAdministrative Assistantyolanda@arl.org

• Martha Kyrillidou

Senior Director, Statistics and Service Quality Programsmartha@arl.org

• Gary RoebuckTechnical Operations Managergary@arl.org