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After the Academy

After the Academy. Selena Lock LibQUAL+ Results Meeting 22nd August 2005. Background. Cranfield University at DCMT (RMCS). Quality Management Student Perspective Survey 1993 Exit Questionnaires 1994- Information Services Survey 1996 Priority Search DTC MSc & MA Course Students 1997

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After the Academy

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  1. After the Academy Selena Lock LibQUAL+ Results Meeting 22nd August 2005

  2. Background

  3. Cranfield University at DCMT (RMCS) • Quality Management Student Perspective Survey 1993 • Exit Questionnaires 1994- • Information Services Survey 1996 • Priority Search • DTC MSc & MA Course Students 1997 • Repeat of 1996 methodology

  4. Continued … • Researchers Survey 1998 • First Web-based survey; PR methodology • SCONUL ACPI WGUS Survey 1999 • Satisfaction vs importance template; PR analysis • University Libraries Survey 2001 • SCONUL template +; PR analysis • LibQUAL+ Pilot 2003 • LibQUAL+ 2005

  5. LibQUAL+ 2003

  6. LibQUAL+ 2003 • Ran LibQUAL+ March 2003 • 538 Responses overall • 166 at DCMT • Overall results were positive • Further data analysis conducted by the Library and Information Statistics Unit at Loughborough

  7. LISU Report • Campus breakdown necessary • Also provided analysis: • By user group • By gender • By discipline (overall) • Comparisons of campuses • Comparisons to the SCONUL Average • Comparisons to a US Average • Including commentary & recommendations

  8. Further analysis conducted • Comments analysed in-house • Detailed management report produced at DCMT • Building upon LISU findings • Including Comment analysis

  9. LibQUAL+ 2005

  10. LibQUAL+ 2005 • Ran LibQUAL+ February to April 2005 • 768 Responses overall • 237 at DCMT • 15.8% Response rate • Overall results were positive • Decided to develop analysis skills internally

  11. 2005 Service Quality Evaluation Academy • Intensive five-day programme • Focused on both qualitative and quantitative methods for collecting and analyzing library service quality data • Some focus on LibQUAL+, but basic concepts applicable to service quality evaluations in general • Introduced the use of Atlas.TI and SPSS to analyse results

  12. Austin, TX

  13. What did I gain? • Full understanding of all LibQUAL+ data and how it is calculated • Further advanced statistical measures • Experience in using SPSS to calculate these • Understanding of Qualitative methods • Experience in Focus Groups • Practical knowledge of how to use Atlas.TI with LibQUAL+ data • Shared experience with other LibQUAL+ participants

  14. Results of training (so far) • Detailed DCMT report • By User Group • By Discipline • Business & Management • Computer Science • Engineering & Technology • Including Comment Analysis • Initial Benchmarking • Comparisons with local Exit Questionnaire

  15. DCMT Findings Overall Library Staff

  16. Library Staff Findings Overall Library Staff DCMT Library Staff

  17. Comment analysis

  18. Benchmarking 2005

  19. DCMT Exit Questionnaire 2003 • Exit Questionnaire • Conducted June 2003 • Issued to all graduating students • Ratings calculated on a 6 point scale • Total responses at Shrivenham = 152 • LibQUAL+ • Conducted March 2003 • Issued to all staff and students • Rating calculated on a 9 point scale • Total responses at Shrivenham = 166

  20. Comparison Conclusions • Users Perceptions better in Exit Questionnaire if not closely matched • Bigger difference between “importance” and “desired” • LibQUAL+ sets a bigger agenda for chance, even when only considering nine questions

  21. Next Step

  22. Further analysis planned • Detailed analysis of other Campuses results • Benchmarking • Internally • Nationally • Internationally

  23. Potential research • Is there a correlation between Information Skills and Information Control? • Trend analysis by institution type • e.g. CURL, Old, New & HEC • Comparisons with SCONUL Statistics • Comparisons with the SCONUL survey and National Student Survey

  24. Selena Lock Research and Development Officer Defence College of Management and Technology s.a.lock@cranfield.ac.uk

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