libqual+ and library summit: the clemson experience
TRANSCRIPT
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LIBQUAL+ and Library Summit:
The Clemson Experience
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Clemson University In Context:
• Land-grant university for South Carolina
• 17,000 students (13,500 undergrad and 3,500 graduate)
• 900 faculty
• Majority of doctoral programs in sciences and engineering
• One main library and branch for architecture
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The Clemson Summit Concept
• Concept initiated by President
• Summits are organized around a university function
• Bring university constituents together to focus on one area
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The Clemson Summit Concept continued:
• Library Summit I was the second university summit and was designed to identify major themes forthe Libraries in the future.
• Attendees included: faculty, students, staff, trustees,former president, administrators including President and Provost.
• We followed Library Summit I with Library Summit II which consisted of the entire library staff.
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Themes from Library Summit I:
• “Declaration of Independence”
• Move to electronic formats as quicklyas possible.
• Change the nature of the place – make the library facilities more of an academic meeting place rather than a warehouse.
• Staff Libraries appropriately for new mission.
• Increase funding for Libraries from all sources.
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Results from Library Summits I and II:
• Strategic Plan for 2000-2004
• Business Plan for 2000-2004•Included detail tasks and dollar amounts
• Resulted in the Library being included in theAcademic Affairs “Road Map Funds” for the next four years. Received $1 Million the firstYear and $500K each of the next 3 years
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• Improved overall cleanliness of building
• Dramatically increased Library hours to 24/5 with increased weekend hours
• Provided 2 scanners for public use, then increased number to 4
• Added staffing to improve printing in campus computer lab located in Library
Services added based on Business Plan:
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• Improved group study space
• Reconfigured furniture to help support quiet floors
• Improved access to electronic journal holdings
• Improved popular reading collection of books
Services added based on Business Plan:
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• Relocated book drops and added drive up drops
• Addition of proxy server to increase access to electronic resources
• Improvements to the Libraries’ web page
• Added staffing to improve printing capabilities in campus computer lab located in Library
• Increased number of laptops available for checkout
Services added based on Business Plan:
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LIBQUAL+ and Clemson University Libraries
• First LIBQUAL+ followed Library Summits I and II
• Used LIBQUAL+ results to determine if the choices we made from the summits were correct.
• We determined that the LIBQUAL+ results validated the themes and detailed objectives resulting from the summits.
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2003 LIBQUAL+ Results
• Received our 3rd LIBQUAL+ Results
• Paid close attention to those that had a negative adequacy gap
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“Disconfirming Expectancy”
• Increased credibility by providing negative
information.
• We wanted help from faculty and students to
understand the 2003 LIBQUAL+ results.
• Because of success of Library Summit I and II
decided to have Library Summit III.
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Summit Planning:
• Planning Committee
• Determined date and location (university conference center)
• Determined schedule (3:00PM – 7:00PM)• Determined meal• Set Agenda• Recommended participants (by group) 60 total• Organized discussion topics • Prepared and sent formal invitations
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Summit Goals:
• Verify improvements since 2000 summits
• Use ideas to extend existing Strategic and Business Plans
• Use ideas to allocate 2003-2004 Road Map Funding
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Summit Process:• Organized around three LIBQUAL+ areas:
Information control, affect of service, Library as Place
• Had two tables of 10 participants per topic
• At half way point had participants change tables.
• Table leaders where library staff who also recordedideas.
• Each table was asked to come up with 9 ideas plus one “off the wall” suggestion.
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2001 2002 2003 ChangePrint and/or electronic journals -1.74 -0.74 -0.83 -0.09Printed materials I need -1.46 -0.65 -0.71 -0.06Electronic resources accessible 0.15 0.02 -0.22 -0.24Employees who are caring 1.17 0.99 1.19 0.20Employees who are courteous 1.25 0.83 1.14 0.31Employees who instill confidence 1.12 1.08 1.03 -0.05
Adequacy Gap Faculty
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2001 2002 2003 ChangeElectronic resources accessible -0.17 -0.08 -0.14 -0.06 Print and/or electronic journals -1.18 -1.18 -0.13 1.05Printed materials I need -0.91 -0.54 0 0.54Employees who are caring 0.58 0.91 1.30 0.39Giving users individual attention 0.45 0.91 1.26 0.35Employees who are courteous 0.34 1.13 1.12 -0.01Convenient Service Hours -0.38 0.52 1.08 0.56
Adequacy Gap Grad Students
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2001 2002 2003 ChangeA quiet place for ind. activities 0.51 0.50 1.06 0.56Convenient Service Hours -0.02 0.61 1.05 0.44A comfortable and inviting… 0.64 0.62 1.04 0.42Electronic resources accessible… -0.15 0.58 0.29 -0.29Willingness to help users 0.48 1.12 0.96 -0.16Print and/or electronic journals -0.03 1.02 0.88 -0.14
Adequacy Gap Undergrad Students
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What Happened:
• Providing “negative” information from LIBQUAL+
results was very positive.
• University supports and rewards honest examinationof opportunities to improve.
• A real “assessment culture” at Clemson which looks
to “close the loop.”
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What Happened:
• Seeing “problem patron become actively interestedin helping to solve problems rather than complaining.
• While there were several expensive suggestions, many of the ideas were very feasible to accomplish with available funds.
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Library Town Meetings:
• Critical to success of Summit
• Had 3 Town Meeting with Library Staff
• Staff added ideas and enhanced many of those suggested at the Summit.
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What we learned:
• Have less library staff, more users
• Shorten second session somewhat
• Provide more training to table leaders
• Schedule so President and Provost can participate.