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Enhancing Library Services at the University of Glasgow: A Comprehensive Survey and Analysis

Explore the evolution of library services at the University of Glasgow through LibQUAL+TM surveys from 2003 to 2006. Learn about benchmarking, gap analysis, desired service levels, and strategic developments based on user feedback.

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Enhancing Library Services at the University of Glasgow: A Comprehensive Survey and Analysis

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  1. LibQUAL+TM at Glasgow University Library 2003 - 2006

  2. Pre LibQUAL+TM • Home grown Library and University surveys • Benchmarking (SCONUL Annual Statistical Return. LISU & sharing with peers)

  3. LibQUAL+TM Storms the UK New Vocabulary: • SERVQUAL • Zones of Tolerance • Service Adequacy Gaps • Service Superior Gaps Refresher Course: • Standard Deviation • Statistical Norms • T-Scores…

  4. Survey Participation Participation in LibQUAL+TM 2006 will be Glasgow’s 4th iteration of the survey as part of the SCONUL Consortium Previous iterations: • 2003 • 2004 • 2005

  5. Preparatory Work • Clearance from the Ethics Committee • Check the Calendar & decide when to run the survey • Demographics • Select Sample • Complete the necessary sections LibQUAL+TM web site • Prepare e-mail texts • Promote the survey • E-mail the notification

  6. Running the Survey • Send the invitation e-mail • Respond to any incoming mail • Watch progress on the web • Send reminder e-mails – Why?

  7. Running the Survey • Send reminder e-mails because • Close the survey • Wait for the results

  8. Analysing the Results Internally Internal: • By user group • By Faculty/Discipline • Comments

  9. Desired Service LevelsMost Important Services 2003 All Users &Undergraduates: • Convenient opening hours • Quiet space to work • Easy to use access tools • Modern equipment • Access to electronic resources from home

  10. Desired Service LevelsMost Important Services 2003 Post-graduates: • Easy to use access tools • Convenient opening hours • Library web site providing access to information • Electronic resources • Print/electronic journals

  11. Desired Service LevelsMost Important Services 2003 Academic Staff: • Library web site providing access to information • Access to electronic resources from home • Print/electronic journals • Electronic resources • Timely document delivery/ILL

  12. Most Important Services 2005 All Users &Undergraduates: • Access to electronic resources from home • Quiet space to work • Modern equipment • Library space inspiring study & learning • Haven for study, learning & research

  13. Most Important Services 2005 Post-graduates & Academic Staff: • Print/electronic journals • Access to electronic resources from home • Electronic resources • Library web site permitting self-help • Library web page that is easy to navigate

  14. Analysing the Results External benchmarking: • SCONUL Consortium • Similar UK institutions • Similar Overseas institutions

  15. Gap Scores - Affect of Service

  16. Gap Scores - Information Control

  17. Gap Scores – Library as Place

  18. Negative SAGs –All Users & Ugs

  19. Negative SAGs - Pgs & Astf

  20. Disseminating the Results • Reports • To Library Strategy Group • Library Forums (Education, Marketing, Research & Service Enhancement) • Library Committee (also acts as User Committee) • Publish on the Web (http://www.lib.gla.ac.uk/libqual/) • Academic Faculties & Supporting departments (Computing, Central Services & Estates & Buildings) • Annual Report

  21. Utilising the Data • Strategic Service Developments • Data to support service development • Ability to identify where not meeting expectations • Measure if change has met need • Budget Discussions • Data to support bid for increased funding • Data to support case for change in emphasis (towards e-provision) • Marketing Position • Status of the library within the University • Importance of national & international benchmarking

  22. What We’ve Done • New Web Services Administrator • Increased opening Hours • Earlier Saturday morning opening • Sunday morning opening • Increased late opening hours (From January2006 Mon-Thurs 08:00 – 02:00) Now providing 222,578 seat hours per week

  23. And • Library refurbishment • Levels 6 & 7 completed summer 2004 • Levels 8 & 9 scheduled summer 2005 • Level 10 & 11 scheduled summer 2006

  24. Transforming this -

  25. To this -

  26. And this -

  27. To this -

  28. and this -

  29. What Next? Restructured Library Services effective from 1st March 2006 Director of Library Services retires 30th March 2006

  30. Directorate

  31. Research & Teaching Support

  32. Information access

  33. Finance & Corporate Services

  34. Looking Forward to new challenges!

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