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LibQUAL+ and Beyond: Using Results Effectively

Learn how Cranfield University's DCMT Library uses LibQUAL+ to measure and evaluate their performance, inform future strategies, and benchmark their service quality. Discover how they effectively utilize the data for yearly comparisons, external benchmarking, and addressing specific issues. Explore the benefits and considerations of using LibQUAL+ as a marketing tool in an evolving organizational context.

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LibQUAL+ and Beyond: Using Results Effectively

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  1. LibQUAL+ and Beyond:Using Results Effectively 23rd June 2008 Dr Darien Rossiter

  2. Postgraduate University 22 year contract with MOD for academic services 1000 military and civilian students Subject range - defence, management and technology Cranfield University at DCMT, Shrivenham

  3. DCMT Library

  4. Why LibQUAL+LibQUAL+ meets our need to measure service quality and benchmark our performance • 2003 • First user survey since late nineties • Aim to measure and evaluate performance • 2005 • Approaching contract negotiations, results help inform future strategy • 2006 • DCMT Library runs LibQUAL+ to measure impact of library move and launch of the Information Literacy tutorial • 2007 • Cranfield University runs LibQUAL+ as part of the Charter Mark process • 2008 • DCMT Library runs LibQUAL+ to help inform strategic review

  5. 2008 New Organisational Context • Academic departments restructured • Academic provision yearly review by the MOD • Central services review by the University

  6. LibQUAL+ at Cranfield 2008 • Shrivenham campus only in 2008 • Later launch date - five weeks from the end of April to the end of May 2008 • One optional question change • Old - Teaching me how to locate, evaluate, and use information • New - Making me aware of library resources and services

  7. Other Performance Measurement Activities in 2008 • Focus group • Looking at opening hours and the Digital Library, informing the local survey. • Local questionnaire run in parallel with LibQUAL+ • Questions addressing specific local issues • Opening hours • The Digital Library • Off-campus survey • Exploring the question “Making electronic resources accessible from my home or office”

  8. Using Lib Qual + EffectivelyDCMT Overall 2007

  9. DCMT Results 2007

  10. Using Lib Qual + Effectively • Results by Campus • Results by Discipline • Longitudinal Analysis • Benchmarking (Internal and External) • Comment Analysis • Exploring Issues

  11. Two Campus Results

  12. Longitudinal AnalysisYearly Comparison

  13. External Benchmarking

  14. Using the Data • Secondary analysis conducted on LibQUAL+ results to exploit the data • Used in combination with other information sources • Statistical counts • User comments • Other surveys

  15. Five-Year Trends – Library as Place • Dramatic rise in desired and mean scores for “Space for group learning and group study”

  16. Five Year TrendsLibrary Environment

  17. Staff Support

  18. Library Web Site

  19. Access Tools

  20. Utilising the data - results • Reports • Presentations • Library staff • Senior management • Web pages • Displayed on notice boards

  21. Issues for consideration - • High quality, detailed data • Limited administration required to implement the survey • Benchmarking and longitudinal capability • Respectability • Quick turn around of basic results and excel files • Real-time access to comments

  22. Issues for consideration • Fixed “position” question, categories do not suit our situation • Average of 35% complete the survey after opening it • Interface off putting? • Complexity? • Wording of optional questions do not meet our needs exactly • Unable to add specific questions on local issues • Further analysis of data requires specialist skills and staff time

  23. Survey Fatigue • Surveys conducted in 2008: • LibQUAL+ • Local Questionnaire • Off Campus usage survey • Student satisfaction survey • SERCO Survey • Staff satisfaction survey • University now reviewing survey use by departments with an aim of having a more centralised approach.

  24. Conclusion • Additional analysis critical to exploit the value of the tool • LibQUAL+ continues to be a strong marketing tool for Cranfield University

  25. Dr Darien RossiterDirector of Knowledge ServicesCranfield UniversityDefence College of Management and TechnologyTel: +44 (0)1793 785481Email: d.rossiter@cranfield.ac.uk

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