how to participate in libqual+ and effectively utilise the data
TRANSCRIPT
How to participate in LibQUAL+ and effectively utilise the data
Further analysis conducted at Cranfield
• Campus library results– Results notebook recreated for each campus library
• Results by discipline • Detailed analysis of comments (time consuming++)
• Longitudinal analysis• Internal benchmarking • External benchmarking
– SCONUL average– ARL average
Campus Library Results
Overall CU Results 2005
Overall DCMT Results 2005
DCMT Results 2005Question Text DCMT
Superiority Mean
DCMT Desired Ranking
Making electronic resources accessible from my home or office -1.26 9
A library Web site enabling me to locate information on my own -1.13 2
Easy-to-use access tools that allow me to find things on my own -0.93 10
The main texts and readings I need for my work -0.88 1
The electronic information resources I need -0.74 7
Library space that inspires study and learning -0.71 22
Print and/or electronic journal collections I require for my work -0.71 5
Making information easily accessible for independent use -0.71 16
Modern equipment that lets me easily access needed information -0.65 6
Timely document delivery / interlibrary loan -0.59 14
The printed library materials I need for my work -0.49 17
A haven for study, learning, or research -0.48 20
Availability of subject specialist assistance -0.44 23
DCMT Results 2005Question Text DCMT
Superiority Mean
DCMT Desired Ranking
Quiet space for individual work -0.37 24
Library staff who instill confidence in users -0.35 13
Dependability in handling users' service problems -0.25 12
Library staff who have the knowledge to answer user questions -0.23 4
Library staff who understand the needs of their users -0.23 15
Space for group learning and group study -0.12 27
Library keeping me informed about all of its services -0.07 25
Willingness to help users -0.07 8
Giving users individual attention -0.02 18
A comfortable and inviting location 0.00 21
Readiness to respond to users' enquiries 0.02 3
Provision of information skills training 0.11 26
Library staff who deal with users in a caring fashion0.18 19
Library staff who are consistently courteous 0.28 11
Results by Discipline
Business and Management
Computer Science
Comment Analysis
Comments Received 2005
• 153 Comments received overall• Results grouped by topic• Catalogued by:
– Dimension– Discipline– User group (Undergrad / Postgrad etc.)– Sex– Age
Longitudinal Analysis
Dimension Summary
-1.20
-1.00
-0.80
-0.60
-0.40
-0.20
0.00
0.20
0.40
Su
peri
ori
ty M
ean
Superiority Mean 2003 -0.11 -0.99 0.00 -0.44
Superiority Mean 2005 -0.07 -0.83 -0.33 -0.41
Difference 0.04 0.16 -0.33 0.03
Affect of ServiceInformation
ControlLibrary as Place Overall
Internal Benchmarking
Overall Comparisons
-1.20
-1.00
-0.80
-0.60
-0.40
-0.20
0.00
0.20
Su
peri
ori
ty M
ean
KNL Superiority Mean
MIRC Superiority Mean
RMCS Superiority Mean
Silsoe Superiority Mean
Affect of Service
Information Control
Library as Place Overall
External Benchmarking
External Benchmarking
Utilising the data - results
• Reports– To senior management– To Library User committees– Quality department– Academic departments– Supporting departments (Computing)– For annual report– Newsletters– Inspectorate
Utilising the data - results
• Presentations– Learning centre staff– Senior management
• Web pages• Displayed on notice boards• Focus groups created to tackle specific
issues raised by survey findings
Utilising the data - free text comments
• Communicated to Library staff• Notice boards• Web pages• Reports to management and
committees
Making the most out of your 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
LibQUAL+ Analysis Service
• Basic overall summary for a campus = ½ a day per campus
• Full campus report = 1.5 days per campus
• Additional subject analysis = 1.5 hours per subject
Acknowledgements
• Selena Lock, R&D Officer, Cranfield University
• All SCONUL and ARL LibQUAL+ Participants
J. Stephen Town
Director of Information ServicesDefence College of Management and
Technology
Deputy University LibrarianCranfield University