the libqual+ survey @ cul assessment working group jeff carroll joanna dipasquale joel fine andy...
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The LibQual+ Survey @ CUL
Assessment Working Group
Jeff Carroll
Joanna DiPasquale
Joel Fine
Andy Moore
Nick Patterson
Jennifer Rutner
Chengzhi Wang
January 14, 2008
Columbia University Libraries Assessment Forum
What is LibQual+?
LibQual+ is an online survey developed by the Association of Research Libraries (ARL) to measure user perceptions of library service quality.
What is LibQual+?
• 22 core survey items– Library as Place– Affect of Service– Information Control
• Comment box
• 5 additional “local” items
What is LibQual+?
• Users rate each item three times, on scales of 1-9:Minimum level of acceptable
serviceDesired level of serviceActual/perceived level of services
provided
• Comments can be about anything the user wants to tell us.
Library as PlaceThis category addresses aspects of our
physical library spaces.
“Library space that inspires study and learning.”
“Quiet space for individual activities.”
Affect of ServiceQuestions in this category refer to the
“personal touch” staff add to the library.
“Giving users individual attention.”
“Employees who understand the needs of their users.”
Information ControlThese questions are about users access
to and use of physical and electronic information at the library.
“A website enabling me to locate information on my own.”
“The journals I require for my work.”
Why LibQual+?
• Increasing need for accountability• Information for planning/trend
analysis• Peer institution comparisons• Marketing/relationship building• Improve library services!
• Valid, tested reliable instrument
The Staff Perspective
• LibQual+ is not about criticism.
• LibQual+ is a great opportunity to learn more about library users and maintain the Libraries’ relevance on campus.
The Details
When: Feb. 16 - 23, 2009
Who: ALL Morningside campus faculty, enrolled students, and CUL/IS staff
How: A link to the survey will be emailed to eligible participants
The Goodies• First prize: 1 flat screen TV• Runners-up: $25 gift cards for Amazon.com
**CUL/IS staff are not eligible for incentives.
LibQual+ Website www.columbia.edu/library/survey
Provides links to:– The LibQual+ Survey (UNI login
required)– FAQ about LibQual+– Results of 2003 and 2006 LibQual+
surveys– Other feedback mechanisms for library
users who do not have a valid UNI, such as “Suggestions”
2006 LibQual+ Results
LibQual+ scores tell us about our users priorities, what they think we are good at, and areas where we could improve.
LibQual+ Scores
Superiority Gap
Adequacy Gap
Desired
Minimum
Perceived
2006 Priorities:Highest “Desired” Scores
Faculty Priorities
Graduate Priorities
Undergraduate Priorities
Print and/or electronic journal collections I require for my work
Making electronic resources accessible from my home or office
A library Web site enabling me to locate information on my own
A library Web site enabling me to locate information on my own
Print and/or electronic journal collections I require for my work
Making electronic resources accessible from my home or office
Making electronic resources accessible from my home or office
A library Web site enabling me to locate information on my own
Modern equipment that lets me easily access needed information
2006 Top Performing AreasHighest “Perceived” Scores
FacultyTop Areas
GraduateTop Areas
Undergraduate Top Areas
Making electronic resources accessible from my home or office
Easy-to-use access tools that allow me to find things on my own
Print and/or electronic journal collections I require for my work
The electronic information resources I need
Making information easily accessible for independent use
Making electronic resources accessible from my home or office
Print and/or electronic journal collections I require for my work
Modern equipment that lets me easily access needed information
Readiness to respond to users' questions
Weaknesses 2006: Furthest from Meeting Users’ Desired Expectations
FacultyWeaknesses
GraduateWeaknesses
Undergraduate Weaknesses
Dependability in handling users' service problems
Library space that inspires study and learning
Quiet space for individual activities
A library Web site enabling me to locate information on my own
Quiet space for individual activities
Library space that inspires study and learning
Employees who instill confidence in users
A library Web site enabling me to locate information on my own
A library Web site enabling me to locate information on my own
Weaknesses 2006: Does Not Meet Or Barely Meets Users’ Minimum Needs
FacultyWeaknesses
GraduateWeaknesses
Undergraduate Weaknesses
Dependability in handling users' service problems
Quiet space for individual activities
Quiet space for individual activities
A library Web site enabling me to locate information on my own
Library space that inspires study and learning
Making information easily accessible for independent use
Print and/or electronic journal collections I require for my work
Print and/or electronic journal collections I require for my work
Library space that inspires study and learning
The Big Picture Tool
• LibQual+ looks at the entire library system• We will work with each library to understand
the results
How can staff help?
Staff can:– Fill out the survey!
– Distribute marketing materials
– Read the FAQ about LibQual+
– Direct users to the LibQual+ website
– Refer users to the [email protected] email
– Encourage users to take the survey!
Learn more about LibQual+
• www.libqual.org– Learn how LibQual+ was developed and tested– Check out the FAQ – Find extensive bibliographies of LibQual+ articles– Watch a video introduction to LibQual+:
http://www.libqual.org/Information/Tools/libqualpresentation.cfm
Photos courtesy of Flickr Creative Commons.
www.flickr.com/creativecommons
1 Mobile Computing and Wireless Networking Chengzhi Li University of Virginia [email protected] cl4v
Member of Group: Hughton Hylton Jane Lee Chengzhi Jia Chuan Yu Jiajun Xi Date: October 14 th, 2013 1