fairytale a fairytale about “ 22 items and a box ” libqual+™ meeting san antonio, tx and...
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A fairytalefairytale about
“22 items and a box”
LibQUAL+™ MeetingSan Antonio, TX and London, UK
Jan 23 and Feb 1-2 2006
Martha KyrillidouDirector, ARL Statistics and Measurement Program
Association of Research Libraries
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Library Assessment
“The difficulty lies in trying to find a single model or set of simple indicators that can be used by different institutions, and that will compare something across large groups that is by definition only locally applicable—i.e., how well a library meets the needs of its institution. Librarians have either made do with oversimplified national data or have undertaken customized local evaluations of effectiveness, but there has not been devised an effective way to link the two.”
Sarah Pritchard, Library Trends, 1996
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Total Circulation
Note. M. Kyrillidou and M. Young. (2003).ARL Statistics 2002-03. Washington, D.C.: ARL, p.8.
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Reference Transactions
Note. M. Kyrillidou and M. Young. (2003).ARL Statistics 2002-03. Washington, D.C.: ARL, p.8.
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In an Ocean of Information In an Ocean of Information How do you Define and How do you Define and Measure Library Service Measure Library Service
Quality?Quality?
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LibQUAL+™ Goals
• Improve mechanisms and protocols for evaluating libraries
• Develop web-based tools for assessing library service quality
• Identify best practices in providing library service
• Support libraries seeking to understand changes in user behavior
• Assist libraries seeking to re-position library services in the new environment
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Partnership among ARL
Texas A&Mhundreds of librariesthousands of users
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PERCEPTIONS SERVICE
“….only customers judge quality;
all other judgments are essentially
irrelevant”
Note. Zeithaml, Parasuraman, Berry. (1999). Delivering quality service. NY: The Free Press.
The LibQUAL+™ Premise
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Multiple Methodsof Listening to Customers
• Transactional surveys*
• Mystery shopping
• New, declining, and lost-customer surveys
• Focus group interviews
• Customer advisory panels
• Service reviews
• Customer complaint, comment, and inquiry capture
• Total market surveys*
• Employee field reporting
• Employee surveys
• Service operating data capture*A SERVQUAL-type instrument is most suitable for these methodsA. Parasuraman. The SERVQUAL Model: Its Evolution And Current Status. (2000).
Paper presented at ARL Symposium on Measuring Service Quality, Washington, D.C.
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Dimensions
2000 2001 2002 2003-200641 items 56 items 25 items 22 items
Affect of Service Affect of Service Service Affect Service Affect
Library as Place Library as Place Library as Place Library as Place
Reliability Reliability Personal ControlInformation Control
Provision of Physical Collections
Self-RelianceInformation Access
Access to Information
Access to Information
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Survey Structure – Page 2(Detail View)
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Colleges and Universities
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2005 Highlights
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LibQUAL+ surveys by type
Years
200
0200
1200
2200
3200
4 2005
Academic law 1 25 10
Academic military 6 1
College or university 13 41 111 244 150 191
Community college 16 29 3 14
European business 5
Family history library 1
Health sciences library 1 35 23 13 12
Hospital 10 1
New York Public library 1
Public 4 1 1
Smithsonian 1 1
State 1 1
University/TAFE 2
Electronic 1
Natural Resources 2
FFRDC 5
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LibQUAL+™ Languages
American English
Dutch EnglishFrench Canadian DutchSwedish
Swedish(British English)
Afrikaans
DanishFinnishGerman Norwegian
British English
Continental French
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surveys by language
Years
200
0200
1200
2200
3200
4 2005
American English 13 42 164 285 176 207
British English 20 22 31
Continental French 1
Dutch 1
Dutch English 1 1
French Canadian 2 1 4
Swedish 5 2
Swedish English (A.E.) 2 1
Afrikaans 4
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LibQUAL+™ Surveys by Consortium
2000 2001 2002 2003 2004 2005
AAHSL 1 35 21 14 12
AJCU 20
Alabama Academic (NAAL) 10 1 8
CES 6
City University of New York 19
CUC 8
EBSLG 6
FFRDC 5
Hospital/MLA 7
MERLN 6
NELLCO 8
NY3Rs 76 2
Oberlin 12 9 13
OhioLINK 57 45 1 14
SCONUL 20 17 16
State Universities of Florida 6 2
University of Wisconsin System 14
VALE 12
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Participating libraries by country
Country200
0200
1200
2200
3200
4200
5
Australia 1 6
Canada 1 3 4 8 10 15
Denmark 1
Egypt 1
France 1
Ireland 1 1
Netherlands 1 1
Sweden 3 4
Switzerland 2
U.A.E. 1
UK 20 17 16
South Africa 12
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Surveys by Session 2004-2005
Year Session 1 Session 2
2004 202 2
2005 199 56
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2006 registrations as of 1/13
• 209 Registrations (as of 1/13)• 100 participating with a consortium• 61 international surveys • 36 ARL libraries (main, medical, & law counted separately) • 107 first-time participants• 4 seventh year participants (Arizona, Houston, TAMU, and Pittsburgh)
Four new languages:
-German
-Finnish
-Danish
-Norwegian
Five new consortium:
-AJCU Academic Libraries
-Georgia Consortium
-North Carolina Community Colleges
-Massachusetts LSTA grant group
-National Health Service England
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Think outside of the box
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… a revolution in making
Il est plus nécessaire d'étudier les hommes que les livres
—FRANÇOIS DE LA ROCHEFOUCAULD (1613–1680)
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Confirming
expectations
Disconfirming expectations
Confirming perceptions
Disconfirming perceptions
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Library Values
• are reflected in:– physical environment (Library as Space)– warmth, empathy, reliability and assurance of
library staff (Affect of Service) – ability to control the information universe in an
efficient way (Information Control) • are unifying and powerful forces for:
– Overcoming language and cultural barriers– Bridging the worlds of our users– Improving library services– Advancing the betterment of individuals and
societies
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Sensitivity to context
“If sensitivity to context is important in benchmarking, these new … studies will hopefully confirm this … both empirical and ethnographic methods are necessary to disentangle potentially erroneous assumptions and illuminate contextual and cultural differences that affect both expectations of library customers, and library performance” Rowena Cullen (IFLA, August 2003)
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Online Resources
• StatsQUAL™ Website:http://www.statsqual.org
• LibQUAL+™ Website:http://www.libqual.org
• Publications:http://www.libqual.org/publications
• Events and Training:http://www.libqual.org/events
• LibQUAL+™ Bibliography:http://www.coe.tamu.edu/~bthompson/servqbib
• LibQUAL+™ Procedures Manual: http://www.libqual.org/Manual/index.cfm
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LibQUAL+™ Contacts
• Martha Kyrillidou– Director, Statistics & Measurement Program – [email protected]
• Richard Groves– Research Assistant - Statistics & Measurement – [email protected]
• Jonathan D. Sousa– Technical Applications Development Manager– [email protected]
• MaShana Davis– Junior Technical Applications Developer– [email protected]