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Exploring Outcomes Assessment

Exploring Outcomes Assessment. The AAHSL LibQUAL+ Experience Tamera P. Lee. What is LibQUAL+?. A web-based assessment tool for measuring library users’ perceptions of service quality and identifying gaps between desired, perceived and minimum expectations of service. Background.

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Exploring Outcomes Assessment

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  1. Exploring Outcomes Assessment The AAHSL LibQUAL+ Experience Tamera P. Lee

  2. What is LibQUAL+? • A web-based assessment tool for measuring library users’ perceptions of service quality and identifying gaps between desired, perceived and minimum expectations of service

  3. Background • With a long history of compiling and analyzing comparative stats to serve as useful benchmarks for member libraries, AAHSL recognizes the increasing importance of outcomes measures to be used as performance indicators.

  4. Background • As part of its efforts to explore and implement new methods for measuring user satisfaction and other outcomes assessment, AAHSL partnered with ARL to develop a MOU for the participation of 36 AAHSL libraries in the spring 2002 pilot.

  5. Background • Developed by ARL and TAMU, the survey has been refined through multiple testing of surveys over time to define and measure survey quality across institutions. • 2002 administration included 164 U.S. libraries and attracted input from over 78,000 respondents.

  6. Funding • Significantly funded by US. Dept. Of Education FIPSE • AAHSL’s participation generously funded by NLM • Shared costs (support deliverables) by AAHSL and participating libraries

  7. Library Service Quality Survey(LibQual+)

  8. Survey Analysis • While significant analysis continues at local, regional and national levels, especially for benchmarking, interesting findings are readily discernable. • Criteria for Inclusion in Results: only those who completed the survey in its entirety and with measurable consistency

  9. Results • Chart—percentage of AAHSL respondents by user group (N=13,976)

  10. Results • Chart—percentage of respondents for disciplines reflecting 5% or more (N=13,976)

  11. Results • Chart—average scores for AAHSL aggregate rating general satisfaction from 1-9 (with 1 being “strongly disagree” and 9 representing “strongly agree)

  12. Frequency of Library Use—AAHSL Aggregate • Most respondents reported using the Library weekly, both on the premises (35.93%) and electronically (34.84%). • Daily electronic use was reported by 31.83% and monthly use on premises was reported by 31.42%.

  13. Dimension Gaps that fell below “zone of tolerance” • ZT= between minimally acceptable and desired • AAHSL aggregate—electronic resources accessible from home or office • AAHSL students—convenient business hours • AAHSL faculty—complete runs of journal titles, electronic resources accessible from home or office, comprehensive electronic resources

  14. Dimensions Most Desired by AAHSL aggregate • Comprehensive electronic resources (8.44) • Electronic resources accessible from home or office (8.35)

  15. Dimensions Most Desired by AAHSL User Groups • Students (undergrad and grad): having comprehensive electronic resources (8.33-8.50), followed closely by convenient business hours (8.32-8.43) • Faculty: having comprehensive electronic resources (8.49), followed closely by making electronic resources accessible from home or office (8.46)

  16. Dimensions Most Desired by AAHSL Staff • Employees who are courteous consistently (8.55), willing to help users (8.52) • Employees who have the knowledge to answer users’ questions (8.46) and readiness to respond to users’ questions (8.46)

  17. Comments • AAHSL participants’ listserv informal discussion indicated that a significant percentage of respondents provided optional comments. • Frequent strong themes shared included 1) need for more journals, especially online 2) frustration with remote access problems 3) positive comments about staff

  18. Unique AAHSL Queries • Providing health information when and where I need it • Employees teaching me how to access or manage information • Environment that facilitates group study and problem solving • Access to information resources that support patient care • Having comprehensive electronic resources

  19. Comprehensive Electronic Resources • Reflected the highest desired measure by all user groups • Represented a significant gap in minimal expectations for faculty • Summative data for other four AAHSL queries indicates needs for slight improvements for all user groups

  20. Task Force Recommendations for Participating Libraries • Present and publish results locally as part of overall assessment and as new listening measure • Benchmark results for regional presentation and/or publication

  21. Task Force Recommendations for TF and/or Editorial Board • Compare selective LibQUAL+ data with selective AAHSL Statistics to address specific questions, e.g., Do libraries with most collection volume have the smallest gaps in perceptions of collection access? How do the perceptions of the service affect dimension compare for libraries of different size and resource expenditures? • Present and/or publish nationally to compare AAHSL and ARL aggregate data

  22. Task Force Recommendations for AAHSL • Identify expertise or hire a consultant for SPSS and norm tables to conduct comparative analysis amongst participating libraries and across types of libraries • Participate in the final phase of pilot (2003 survey administration) for a cross section of new and repeat participating libraries to optimize our assessment and maximize our deliverables

  23. Task Force Recommendations for AAHSL • Consider if and how a qualitative data component (such as LibQUAL+ survey results) may be used in conjunction with the annual quantitative stats for member libraries • Continue to support LibQUAL+ assessment and development, other qualitative measurement activities and future initiatives in outcomes assessment

  24. Training and Resources http://www.arl.org/libqual/ • Extensive and outstanding training in overall library assessment, metrics and specific LibQUAL+ project via ARL • Qualitative and thorough Web presence with rich resources, e.g., well-developed LibQual+ Procedure Manual, timely workshops, seminars with online registration forms, literature of this descriptive research • Library Trends (Spring 2001)—Measuring Service Quality, M. Kyrillidou and F. Heath

  25. AAHSL Board 36 participating AAHSL libraries AAHSL Task Force on Service Quality Assessment Jane Blumenthal Diana Cunningham Rick Forsman Tamera Lee Logan Ludwig James Shedlock Julie Sollenberger Susan Starr Laurie Thompson Merci! Danke! Gracias! Thank you!

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