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LibQUAL+™ Process Management: Using the Web as a Management Tool

Learn how to successfully implement the LibQUAL+™ survey using the web as a management tool. Discover key elements and tips for managing your survey effectively through the LibQUAL+™ project website.

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LibQUAL+™ Process Management: Using the Web as a Management Tool

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  1. LibQUAL+™ Process Management:Using the Web as a Management Tool Amy Hoseth LibQUAL+™ Communications Coordinator ALA Annual Conference Orlando, Florida June 28, 2004 old.libqual.org

  2. Objectives • Learn about the LibQUAL+™ survey • Identify key elements that contribute to a successful survey implementation • Learn how the LibQUAL+™ project web site can help you manage your survey old.libqual.org

  3. What is LibQUAL+™? LibQUAL+™ is a suite of services that libraries use to solicit, track, understand, and act upon users' opinions of service quality. The program's centerpiece is a rigorously tested web-based survey bundled with training that helps libraries assess and improve library services. old.libqual.org

  4. Step 1: DefineConsider participation in LibQUAL+™ • When deciding whether to participate, consider project requirements: people, supplies, technology • Also consider your institutional goals: what do you want to get out of the survey? old.libqual.org

  5. Registration and Costs • 2005 participation fee: $2,250 per survey implementation • Other potential costs include: • Local marketing and promotion • Travel • Staff time spent on the project • Registration begins in the fall of 2004 (typically open between September and December) old.libqual.org

  6. Survey format • 22 core items • 5 optional local questions (more on this later) • Additional questions on library use, information literacy, and general satisfaction • Demographic questions • Box for open-ended comments old.libqual.org

  7. Survey dimensions • Information Control • Affect of Service • Library as Place old.libqual.org

  8. Technology • Work with IT department to select e-mail addresses and compile mailing lists • Consider your hardware, software, and network connections • Prepare for any local network issues that could affect your survey old.libqual.org

  9. Sample Groups • Identify your sample groups (undergraduate, graduate, faculty, staff) • Determine your sample size • Sampling guidelines provided in Procedures Manual: <http://old.libqual.org/Information/Manual/index.cfm> • Minimum recommended sample size for a large institution: 900 undergraduates, 600 graduates, 600 faculty, 600 non-library university staff (optional), and all library staff (optional) old.libqual.org

  10. Survey Liaisons • Prepare for survey administration • Communicate with LibQUAL+™ team • Respond to user feedback • Work with local IT/academic computing contacts and ARL to resolve any local technical issues old.libqual.org

  11. Survey Communications How will you promote your survey and communicate results? • Advertising/marketing • Survey web sites • Flyers and other handouts old.libqual.org

  12. Success Criteria • Dependent on your local situation • General criteria: • Data analysis yields representative and useable results • Response rates, completion rates, and representativeness old.libqual.org

  13. Step 2: PrepareComplete required steps to launch your survey • LibQUAL+™ survey Management Center as a management tool • Several required steps before your survey can go “live” • Determine whether you need IRB approval old.libqual.org

  14. Survey Management Center old.libqual.org

  15. Manage Your Survey old.libqual.org

  16. Survey Preferences Participants are asked to indicate/provide: • Support e-mail address • Language • Institution logo • Whether they want SPSS data files • Whether offering local incentive prizes • Dates of survey old.libqual.org

  17. Survey Customization • Choose five local questions (optional) • Define disciplines for your institution • Provide library branch information old.libqual.org

  18. Preview Preview your survey, exactly as it will appear to users • Data entered in preview survey is not recorded • Clicking on “Approve” turns on your actual survey URL old.libqual.org

  19. Representativeness Tell us about your institution: • User types (undergrad, graduate, faculty) • Number of users in each discipline • ARL statistical information (number of volumes held, etc.) • User data will be used to determine the representativeness of your sample old.libqual.org

  20. Step 3: Implement Launch the survey on your campus • Send survey invitation and URL • Typical survey period is 3 weeks long • Send 2-3 follow-up reminders to users • Respond to user feedback old.libqual.org

  21. Monitor the Survey Track your survey’s progress in real-time • Number of surveys completed, day-by-day • Surveys completed by user group • Average completion time • Turn off survey when finished • Can also see user comments in real-time old.libqual.org

  22. Step 4: Wrap-upClose down your survey and receive results • Survey closes to public in May • Contact local incentive winners, if you offered a local prize • Provide feedback to the LibQUAL+™ team about your survey • Receive survey results data • Results notebooks (in PDF format) and Excel data files provided on a rolling basis beginning in late April • SPSS data files sent during the summer old.libqual.org

  23. Local Incentives • Provides list of 50 randomly selected respondents for local incentive prizes • Available as soon as you turn off your survey run, or when survey closes to the public (whichever is first) old.libqual.org

  24. Post Hoc Questionnaire Provide the ARL team with information about your survey run • Sample size • Number of e-mails sent • Incentives offered • Marketing/promotion methods old.libqual.org

  25. Evaluation Survey Your opportunity to provide feedback to the LibQUAL+™ team and evaluate your institution’s survey experience old.libqual.org

  26. Review: Survey timeline old.libqual.org

  27. Review: Survey timeline (cont.) old.libqual.org

  28. LibQUAL+™ Resources • Project Web Site <http://www.libqual.org> • LibQUAL+™ Procedures Manual <http://www.libqual.org/Information/Manual/index.cfm> old.libqual.org

  29. LibQUAL+™ Team at ARL • Martha Kyrillidou • Director, Statistics and Measurement Program • martha@arl.org • Amy Hoseth • LibQUAL+™ Communications Coordinator • amyh@arl.org • Jonathan D. Sousa • Technical Applications Development Manager • jonathan@arl.org old.libqual.org

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