WVU LibrariesLibQual Surveys

2003, 2005, 2007

“The WVU library system is outstanding. I honestly cannot think of

anything that needs improvement within the system.”

- undergraduate student

Objectives

• Look at comments and find commonalities

• Look at LibQual survey results and find most important areas of concern

• Look at LibQual survey result trends • To make suggestions based on

comments and survey findings

Features of Downtown Library

•over 300,000 books •209,638 square feet •1200 public seats •an atrium connecting the 1932 renovated Wise Library to the 2001 Downtown Campus Library •2 restored large reading rooms •15 group study rooms, 4 with 42-inch high-definition television screen, keyboard and Internet connections to allow users to participate in e-conferences, view films and prepare presentations •electronic classrooms •180 public computers •35 media- equipped workstations •30 wireless laptops •reading tables with outlets for laptop computers •carrels with desktop computers •lounge seating •a view of the downtown campus and Morgantown's waterfront

Implemented Improvements

- Extended Library Hours - Student Employee Training

- Coffee Shop Opened - Self-Checkout System (E-ZBorrow)

- Health Science Library Remodeled - Additional Computers

- Wise Library 3rd Floor Designated as“Deep Quiet Area”

- Instant Message Chat Reference Service

Planned Improvements- Remodel 2nd Floor into Study Area- Open New Off-Site Depository

- Bound periodicals will be moved- Create more user space

- Study Tables & Lounge Furniture

- Adding Moveable Furniture, Whiteboards, & Computers

LibQual Qualitative Data2003, 2005, 2007

Qualitative Methods

• Coded and categorized comments in Excel, separating them into themes

• Grouped similar comments by themes and found most common

• Compared comments over the years• Compiled 2003, 2005, and 2007

comments to get statistics

Journals28% of complaints pertained

to lack of print journals and/or electronic journals“The online journals are the

most important for my work.  More online journal access would be the most beneficial for me.”

- a faculty member

Recommendation:•In addition to the current subscriptions and holdings, allow each discipline offered at the university to choose one journalthat would be of the most help to their respective divisions.

Noise and Cell Phone Use8% of complaints pertained to

noise and cell phone use in the library

“It would be nice if people inside of the library were not permitted to use cellular phones. It is highly distracting while you are studying.”

- an undergraduate student

Recommendations :•Constant reminders about noise, pop-up window when logging

on to computer to turn phones on silent.•Designated areas of cell phone use and silent study areas.•Enforce current cell phone policy (stairwell only)

Computers7% of complaints pertained to

lack of computer availability“The only major drawback that I can see in the WVU Library system is the lack of computers in the Downtown Library.  It is virtually impossible to find an open computer during a typical school day.”

- an undergraduate student

Recommendations :•Quick Print Areas•15 minute computer limit areas•Laptop awareness

“I am so impressed with the organization of the Wise Library! The only problem I ever have there is finding a computer.”

- an undergraduate student

LibQual Quantitative Data

2003, 2005, 2007

Quantitative Methods

• Used the means from LibQual survey results to find changes in gaps over time

• Used desired and perceived levels of service to find gaps in each of 4 areas

• Analyzed gaps to make recommendations

Basic Information

• Employee Service Quality– The effect that employee service has on the

users’ experience

• Library as Place– The effect that the library environment has on

the users’ experience

• Information Control– The effect that the libraries materials and

availability of those materials has on the users’ experience

2003 Superiority Gap of Categories

Top 3 Desired1)Modern equipment that lets me easily access information needed2)Making electronic resources accessible from my home or office3)Quiet space for individual activities

Largest Gaps1)Employees who instill confidence in users2)Easy-to-use access tools that allow me to find things on my own3)Employees who have the knowledge to answer user questions

2003

66.5

77.5

88.5

Ac c es s toInformation

E mployeeS ervic e Quality

L ibrary as aP lac e

P ers onal C ontrol Overall

2003 Des ired 2003 P erc eived

2003 Strategy grid

1. Employee Service Quality

2. Access to Information

3. Library as Place

4. Personal Control

High Importance/Low Performance High Importance/High Performance

2005 Superiority Gap of Categories

Top 3 Desired1)Making electronic resources accessible from my home or office2)Print and/or electronic journal collections I require for my work3)Modern equipment that lets me easily access needed information

Largest Gaps1)Print and/or electronic journal collections I require for my work2)Making electronic resources accessible from my home or office3)The electronic information resources I need

2005

6.5

7

7.5

8

8.5

E mployee S ervic eQuality

L ibrary as a P lac e Information C ontrol Overall

2005 Des ired 2005 P erc eived

2005 Strategy grid

1. Employee Service Quality 2. Information Control

3. Library as Place

High Importance/Low Performance High Importance/High Performance

2007 Superiority Gap ofCategories

Top 3 Desired1)Making electronic resources accessible from my home or office2)Print and/or electronic journal collections I require for my work3)The electronic resources I need

Largest Gaps1)Print and/or electronic journal collections I require for my work2)Making electronic resources accessible from my home or office3)A library Web site enabling me to locate information on my own

2007

6.5

7

7.5

8

8.5

E mployee S ervic eQuality

L ibrary as a P lac e Information C ontrol Overall

2007 Des ired 2007 P erc eived

2007 Strategy grid

High Importance/Low Performance High Importance/High Performance

1. Employee Service Quality 2. Information Control

3. Library as Place

Positive Trends

• On average, all user groups saw an increase in the perceived level of service.

– Graduates saw an improvement in perceived level of service. In the category “Information control,” which is the most important for graduates, this group showed a strong increase in perceived level of service from 2005 to 2007.

– Faculty also showed a vast increase in their perceived level of service.

Areas of Concern• Significantly fewer users filled out the 2007

survey compared with 2005 (708 vs. 425)– Same day as Virginia Tech tragedy

• Undergraduates saw a decrease in the perceived level of service.– “Library as a Place” category is highly important

to undergraduates and had a significant decrease in perceived level of service from 2005 to 2007

• Another cause for concern stems from the “Information Control” category for faculty– The level of service for information control is

simply approaching their minimum accepted level.

Recommendations

1. Create additional journal holdings for each discipline.

2. Designate a 15-minute computer area on main floor.

3. Constant reminders about noise levels.i.e. Computer pop-up windows and signs

4. Integrate University 101 class with a library introduction program to create awareness of all the resources the library has to offer.