are they really that different?
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Are They Really That Different?. Identifying Needs and Priorities Across User Groups and Disciplines at the University of Notre Dame through LibQUAL +™ User Comments. University of Notre Dame. 11,417 students and 1586 faculty - PowerPoint PPT PresentationTRANSCRIPT
IDENTIFYING NEEDS AND PRIORITIES ACROSS USER GROUPS AND DISCIPLINES AT
THE UNIVERSITY OF NOTRE DAME THROUGH LIBQUAL+™ USER COMMENTS.
Are They Really That Different?
University of Notre Dame
11,417 students and 1586 faculty
4 undergraduate colleges (Arts and Letters, Business, Engineering, Science)
School of ArchitectureGraduate School Law School 10 major research
institutes
Hesburgh Libraries of Notre Dame
Over 2 million volumesOver 2.5 million
microform units22,600+ serialsAcquisitions budget
totally over $15 million10 libraries and/or
centers, including the 14-story Theodore M. Hesburgh, C.S.C., Library
20022002 20062006
Survey sent to random sample of 2800
Respondents 308 undergraduates 255 graduate students 183 faculty
26.6% response rate 324 written comments
Survey sent to all students and faculty
Respondents 1850 undergraduates 553 graduate students 229 faculty
22.5% response rate 1039 written comments
LibQUAL+ at ND
Affect of Service (AS) Information Control (IC) Library as Place (LP)
Employees who instill confidence in users(AS-1)
Making electronic resources accessible from my home or office (IC-1)
Library space that inspires study and learning (LP-1)
Giving users individual attention (AS-2)A library Web site enabling me to locate information on my own (IC-2)
Quiet space for individual activities (LP-2)
Employees who are consistently courteous (AS-3)
Printed library materials I need for my work (IC-3)
A comfortable and inviting location (LP-3)
Readiness to respond to users' questions (AS-4)
The electronic information resources I need (IC-4)
A getaway for study, learning, or research (LP-4)
Employees who have the knowledge to answer user questions (AS-5)
Modern equipment that lets me easily access needed information (IC-5)
Community space for group learning and group study (LP-5)
Employees who deal with users in a caring fashion (AS-6)
Easy-to-use access tools that allow me to find things on my own (IC-6)
Employees who understand the needs of their users (AS-7)
Making information easily accessible for independent use (IC-7)
Willingness to help users (AS-8)Print and/or electronic journal collections I require for my work (IC-8)
Dependability in handling users’ service problems (AS-9)
LibQUAL+™ Dimensions
University of Notre Dame Local Questions from LibQUAL+™ Pool of 100+
Library Orientation/Instruction Sessions
Making me aware of library resources and services
Accuracy in catalog, borrowing, and overdue records
Timely document delivery/interlibrary loan
Adequate hours of service
Selected Local Questions
Service Adequacy Gap Scores
User Group Area needing improvement Service dimension
Undergraduates Modern equipment that lets me easily access needed information (IC-5) Information Control
Print and/or electronic journal collections I require for my work (IC-8) Information Control
Easy to use access tools that allow me to find things on my own (IC-6) Information Control
Graduate Students Print and/or electronic journal collections I require for my work (IC-8) Information Control
The electronic information resources I need (IC-4) Information Control
A library web site enabling me to locate information on my own (IC-2) Information Control
Faculty Print and/or electronic journal collections I require for my work (IC-8) Information Control
Printed library material I need for my work (IC-3) Information Control
A library web site enabling me to locate information on my own. (IC-2) Information Control
Most important services
User Group Service Dimension
Undergraduates
Making electronic resources accessible from my home or office (IC-1)
Information Control
Modern equipment that lets me easily access needed information (IC-5)
Information Control
Adequate hours of service Local question
Graduates Print and/or electronic journal collections I require for my work (IC-8)
Information Control
A library web site enabling me to locate information on my own (IC-2)
Information Control
The electronic information resources I need (IC-4)
Information Control
Faculty Print and/or electronic journal collections I require for my work (IC-8)
Information Control
A library web site enabling me to locate information on my own (IC-2)
Information Control
Timely interlibrary loan/document delivery Local question
“22 questions and a box”
The survey offers a “comments box” soliciting open-ended user views that provide a more detailed picture of how users view our resources and services.
661undergraduates, 231 graduate students, and 119 faculty utilized this box to give specific comments.
Survey Participation by User Group
0200
400600
8001000
12001400
16001800
2000
User Group
# of surveyrespondents
# of respondentsproviding comments
Distribution of Comments
Why Analyze Qualitative Data?
“Qualitative data … drawn from survey comments … provide richness and context that add life to the numbers and meat to the bones of the quantitative data.”
Effort in providing written comments “indicates a certain amount of enthusiasm or frustration” on the user’s part.
Jankowska et. al (2006)
Coding the Comments
Sample Comment
“My biggest, and crucial, complaint is that at least part of the library really needs to be open later than 2 am—preferably 24 hours. There is a SERIOUS LACK of 24 hour study space on campus, especially for off-campus dwellers, let alone space that is quiet and well lit. Having even a single floor remain open all hours would be a HUGE help.”
Undergraduate Student
Sample Comment
“Please increase the availability of electronic
journals because that is the future of my academic field and many others… printed materials will become less and less important as we head into the future. I hope the library is ready for this very difficult challenge.”
Graduate Student
Sample Comment
“The Library’s greatest failing is gaps in its collections of printed materials, and inability to purchase as broadly as is needed because of inadequate funding. The staff are almost without exception WONDERFUL.”
Faculty Member
Mapping the Comments
Service Dimensio
n
Undergrads
GraduateStudents
Faculty Totals
Information Control 416 225 122 763
Library as Place 89 32 12 133
Affect of Service 136 58 43 237
Totals 641 315 177 1133
Qualitative Data: Top Issues
User Group Service Dimension
Undergraduates
Adequate hours of service Local Question
Willingness to help users Information Control
Printed library materials I need for my work Affect of Service
Graduates Print and/or electronic journal collections I require for my work
Information Control
Printed library materials I need for my work Information Control
Willingness to help users Affect of Service
Faculty Print and/or electronic journal collections I require for my work
Information Control
Printed library materials I need for my work Information Control
Timely document delivery/interlibrary loan Local question
Broad Disc. Dimension TotalArts & Humanities AS 66 IC 165 LP 29Arts & Humanities Total 260Science & Engineering AS 14 IC 124 LP 4Science & Engineering Total 142Social Sciences & Business AS 21 IC 58 LP 11Social Sciences & Business Total 90
Grand Total 492
Distribution of comments by discipline
Questions Desired
Information Control Print and/or electronic journals collections I require for my work 8.58
Information Control A library web site enabling me to locate information on my own 8.41
Information Control Easy to use access tools that allow me to find things on my own 8.37
Information Control The electronic information resources I need 8.35
Information Control Making information easily accessible for independent use 8.33
Information Control Making electronic resources accessible from home or office 8.29
Information Control Modern equipment that lets me easily access information 8.28
Information Control Printed library materials I need for my work 8.26
Local Question Accuracy in the catalog, borrowing, and overdue records 8.22
Affect of Service Employees who have the knowledge to answer questions 8
Questions # Comm.
Printed library materials I need for my work (IC-3) 40
Willingness to help users (AS-8) 30
Timely document delivery/interlibrary loan (Local Question 4) 25
Making information easily accessible for independent use (IC-7) 20
Print and/or electronic journal collections I require for my work (IC-8) 16
A Comfortable and inviting location (LP-3) 16
Modern equipment that lets me easily access needed information (IC-5) 12
Employees who have the knowledge to answer user questions (AS-5) 11
Accuracy in catalog, borrowing and overdue records (Local Question 3) 11
Arts & Humanities
Faculty and Graduate Students
QuestionsNumber of Comments
Printed library materials I need for my work (IC-3) 9
Willingness to help users (AS-8) 7
Easy to use access tools that allow me to find things on my own (IC-6) 7
Print and/or electronic journal collections I require for my work (IC-8) 7
Employees who have the knowledge to answer users questions (AS-5) 5
Modern equipment that lets me easily access needed information (IC-5) 5
Timely document delivery/interlibrary loan (Local Question) 5
A comfortable and inviting location (LP-3) 5
A library web site enabling me to locate information on my own (IC-2) 4
The electronic information resources I need (IC-4) 4
Questions Desired
Information Control The electronic information resources I need 8.43
Information Control Making electronic resources accessible from home or office 8.39
Information Control A library web site enabling me to locate information on my own 8.25
Information Control Print and/or electronic journals collections I require for my work 8.2
Information Control Modern equipment that lets me easily access information 8.19
Information Control Easy to use access tools that allow me to find things on my own 8.19
Information Control Making information easily accessible for independent use 8.08
Affect of Service Employees who have the knowledge to answer questions 7.77
Affect of Service Employees who are consistently courteous 7.73
Local Question Adequate hours of service 7.73
Social Sciences & Business
Faculty and Graduate Students
QuestionsNumber of Comments
Print and/or electronic journal collections I require for my work (IC-8) 58
Timely document delivery/interlibrary loan (Local question) 12
A library web site enabling me to locate information on my own (IC-2) 9
Printed library materials I need for my work (IC-3) 8
Making information easily accessible for independent use (IC-7) 8
Adequate hours of service (Local question) 7
Employees who deal with users in a caring fashion (AS-6) 6
The electronic information resources I need (IC-4) 6
Easy to use access tools that allow me to find things on my own (IC-6) 6
Willingness to help users (AS-8) 4
Dimension Questions Desired
Information Control The electronic information resources I need 8.54
Information Control A library web site enabling me to locate information on my own 8.5
Information Control Print and/or electronic journals collections I require for my work 8.42
Information Control Making electronic resources accessible from home or office 8.37
Information Control Easy to use access tools that allow me to find things on my own 8.03
Information Control Making information easily accessible for independent use 7.88
Information Control Modern equipment that lets me easily access information 7.71
Affect of Service Employees who are consistently courteous 7.63
Local Question Adequate hours of service 7.58
Affect of Service Employees who understand the needs of their users 7.47
Science & Engineering
Faculty and Graduate Students
Common Across Disciplines and Analysis
Print and/or electronic journal
collections I require for my work
Implemented Changes Post-LibQUAL+™
Information Control Affect of Service Library as Place Local Question
Redesign of website IC-2 New recall policy AS-9
Graduate Student Study Room LP-2
Personal research consultation service L-1
KIC scanners IC-5 Information commons LP-5
Peer information counselors L-1
Replacing photocopiers with multifunction printers/scanners IC-5
Hiring an outreach/marketing librarian L-2
FindText Improvements enhancements IC-6 New Marketing Outreach Committee L-2
Quick Search Improvements IC-6 Enhanced document delivery L-4
Enhancements to online catalog– Find it, etc.Purchase of Primo IC-6
24-Hour Access: Midterms & Finals L-5
FAQ IC-7
Outcomes
Sherri JonesHead
Information, Research and Instruction Services
Hesburgh Libraries of Notre Dame
Jessica KayongoReference Librarian
Information, Research and Instruction Services
Hesburgh Libraries of Notre Dame
Questions?