LibQUAL+™ and Library Summit: The Clemson Experience

1. LibQUAL+™and Library Summit:The Clemson Experience Joe Boykin Dean of Libraries Clemson University LibQUAL+™ 2004 International Results Workshop Brighton, England July 7, 2004

2. Clemson University In Context: • Land-grant university for South Carolina • 17,000 students (13,500 undergrad and 3,500 graduate) • 900 faculty • Majority of doctoral programs in sciences and engineering • One main library and branch for architecture

3. The Clemson Summit Concept • Concept initiated by President • Summits are organized around a university function • Bring university constituents together to focus on • one area

4. The Clemson Summit Concept continued: • Library Summit I was the second university summit • and was designed to identify major themes for • the Libraries in the future. • Attendees included: faculty, students, staff, trustees, • former president, administrators including • President and Provost. • We followed Library Summit I with Library Summit II • which consisted of the entire library staff.

5. Themes from Library Summit I: • “Declaration of Independence” • Move to electronic formats as quickly • as possible. • Change the nature of the place – make the • library facilities more of an academic meeting • place rather than a warehouse. • Staff Libraries appropriately for new mission. • Increase funding for Libraries from all sources.

6. Results from Library Summits I and II: • Strategic Plan for 2000-2004 • Business Plan for 2000-2004 • Included detail tasks and dollar amounts • Resulted in the Library being included in the • Academic Affairs “Road Map Funds” for the • next four years. Received $1 Million the first • Year and $500K each of the next 3 years

7. Services added based on Business Plan: • Improved overall cleanliness of building • Dramatically increased Library hours to 24/5 • with increased weekend hours • Provided 2 scanners for public use, then increased • number to 4 • Improved access to electronic journal holdings

8. Services added based on Business Plan: • Relocated book drops and added drive up drops • Addition of proxy server to increase access to electronic resources • Improvements to the Libraries’ web page • Increased number of laptops available for checkout

9. LIBQUAL+ and Clemson University Libraries • First LIBQUAL+ followed Library Summits I and II • Used LIBQUAL+ results to determine if the choices we made from the summits were correct. • We determined that the LIBQUAL+ results validated the themes and detailed objectives resulting from the summits.

10. The Greenville News found Summit I original enough to put on their front page

11. 2003 LIBQUAL+ Results • Received our 3rd LIBQUAL+ Results • Paid close attention to the results of questions where either the perceived level was below minimum levels • Also paid attention to the results of questions which were above minimum but were showing a declining number.

12. “Disconfirming Expectancy” • Increased credibility by providing negative • information. • We wanted help from faculty and students to • understand the 2003 LIBQUAL+ results. • Because of success of Library Summit I and II • decided to have Library Summit III.

13. Summit Planning: • Planning Committee • Determined date and location (university conference • center) • Determined schedule (3:00PM – 7:00PM) • Determined meal • Set Agenda • Recommended participants (by group) 60 total • Organized discussion topics • Prepared and sent formal invitations

14. Summit Goals: • Verify improvements since 2000 summits • Use ideas generated to extend existing Strategic and Business Plans • Use ideas generated to allocate 2003-2004 Road Map Funding

15. Summit Process: • Organized around three LIBQUAL+ areas: • Information control, affect of service, Library as • Place • Had two tables of 10 participants per topic • At half way point had participants change tables. • Table leaders where library staff who also recorded • ideas. • Each table was asked to come up with 9 ideas plus • one “off the wall” suggestion.

16. Summit Process: • Provided the participants with the 2003 Libqual • results. • Had a smaller “results” document that highlighted • the areas which were below minimum levels and • asked them to concentrate on these areas for • their suggestions for improvement. • We also provided them with a brief explanation • of the Libqual charts and tables.

17. What Happened: • Providing “negative” information from LIBQUAL+ • results was very positive. • University supports and rewards honest examination • of opportunities to improve. • A real “assessment culture” at Clemson which looks • to “close the loop.”

18. What Happened: • Seeing a “problem patron become actively interested • in helping to solve problems rather than • complaining. • While there were a number of expensive suggestions, • many of the ideas were possible to • accomplish with available funds.

20. Employee nametags identify everyone who can provide service

21. Library Town Meetings: • Critical to success of Summit • Had 3 Town Meetings with Library Staff • Staff added ideas and enhanced many of those • suggested at the Summit.

22. Benefits of a Summit • Library plans based on LibQual+ survey results • and Summit discussions provide good structure • for showcasing positive outcomes in assessment. • Participants tend to take ownership of their ideas • An organization that makes its weaknesses public • and asks for advice gains positive regard. • Input from Summit participants provides richer and • more detailed data.

23. What we learned: • Have less library staff, more users • Shorten second session somewhat • Provide more training to table leaders • Schedule so President and Provost can • participate.